“As a whole team, we share the patient feedback we receive and discuss the positives and the suggestions for improvements.
The positives are taken as a morale boost and individual feedback is provided for those specifically named in feedback, to use for CPD/revalidation purposes.
The suggestions for improvements are seen as challenges, which as a team we find solutions for. For example, putting a mirror in the sample testing room for self-taken throat swabs, creating a quieter space to reduce communication in reception, and encouraging one-way communication to avoid information being overheard in the waiting room.
Not all solutions are successful or can be ongoing issues, e.g. trying to get a queuing system for patients on the phone so they have an idea of how long they will be waiting on the phone to get through (this is a constant bugbear!).
In addition to this, we listen to our patients’ needs and provide an environment that is stress-free and non-judgemental – this again comes across in the patient feedback.
We are constantly adjusting the clinics depending on demand and capacity, which ensures patients receive a timely appointment with no waiting lists.
