Listening to patients – Working with patients – Making improvements

HOW WE LISTEN TO  PATIENTS & WORK WITH PATIENTS

The Practice uses many methods to engage with patients so that they can be involved in shaping how their healthcare is organised at the Practice.

FACE TO FACE PATIENT GROUP

Our Face to Face Patient Group meets periodically to discuss various issues.

PATIENT GROUP DIRECT

Surgery Attendees – Surveys

Patients attending the surgery have been and will continue to be surveyed as to their views. The questions we ask often come from our face to face group  who are always looking too make sure they represent patient’s views.

Postal Surveys

Postal surveys are a way that we can find out the views of patients who are house-bound or who have not needed to visit the surgery.

On-line Surveys

Our surgery and postal surveys are also available on-line on the Feedback page of this website

OPEN FORUMS

Following a successful initial Open Forum meeting, the practice will continue to hold these events half-yearly. This is an opportunity for up to 20 patients to come in to our meeting room and discuss the development of the practice and directly raise issues that they think will help improve our services. Please contact the Practice Manager for more information.

SUGGESTIONS BOXES

We have suggestions boxes at the main and branch surgeries.If you have ideas about how we can do things better or would just like to say how well things are going, just leave a note in the box. Recent signage improvements have been made as a result of suggestions box comment.

COMPLAINTS SYSTEM

Every complaint we receive is carefully and meticulously handled, not just to solve the problem that has arisen, but to try and ensure it doesn’t happen again. The complaints system also feeds into the development and improvement agenda.

NHS CHOICES

Patients can leave comments on the NHS Choices website. This should not be a substitute for using our complaints system if patients are unhappy because we cannot respond to anonymous complaints on-line in detail.

NATIONAL SURVEYS

Patients will from time to time receive NHS surveys. We always take note of aggregated information as a means of measuring how we are doing.

ANECDOTAL – PHONE & IN SURGERY

Any contact with our patients is an opportunity to listen to their views, whether it be in the doctor or nurses room or at reception. Our staff will always pass-on anecdotal information arising for consideration by the management and doctors at the surgery.

Please get involved in helping to develop your surgery. Even if you do not have time to become involved in the various groups, we are always happy to receive letters, emails or phone calls.

PATIENT GROUP EXPANSION

The Marfleet Group Practice face to face patient group has been active for some years. In addition to providing valuable input to practice decisions, it has raised funds for equipment that has been of benefit to patients.

The expansion of our patient group has become a desired objective so that we can have a wider representation across our geographic area and a broader appeal through the age groups.

Better Communications

We also want to significantly help the group towards its objective of improving the two-way communications between themselves and the practice patients.

This is in addition to all the other ways in which the Practice wants to employ  to ensure it hears all sections of the patient population.

Real Improvements

The objective of the greater involvement of patients is to develop services that they feel are necessary and to make choices that are right for local people.

Improving two-way communications is also extremely valuable in enabling all parties to understand the issues and challenges that face us.

Improvement in many areas is genuinely a two-way process and we hope that this partnership with patients will continue to deliver significant improvements in the future.

FORTHCOMING MEETINGS

See the latest articles in the Marfleet Group Practice News section of this website for the next meeting dates.

Please contact us at the email below to submit your agenda item for the next meeting of our Patient Group.