Their views really count
Jane Braithwaite
Are you listening to your patients’ feedback? With more private doctors being subject to reviews, Jane Braithwaite gives some excellent tips and advice on handling negative comments.
Most practices will be receiving patient feedback on a regular basis.
This can range from the quiet chat with the receptionist or medical secretary, to the hand-delivered box of chocolates or the – hopefully infrequent – irate phone call or email.
But how are you collecting these reviews, measuring your patients’ satisfaction and dealing with complaints?
Measuring patient satisfaction and assessing areas for improvement is an important aspect of the Care Quality Commission assessment process, but it should also give you the opportunity to involve all your team members in taking responsibility for improving the patients’ experience.
