In line with our commitment to continually improve the quality of clinical care and service provided to our patients we have recently completed our annual review of complaints (March 2019). Complaints are few and we seek resolution as soon as possible according to our complaints policy. The annual meeting is attended by clinical and administrative staff and as a team we analyse each case allowing us all to reflect on our practice and learn to improve patient experience and care.
From March 2018 to March 2019, the Practice received 16 complaints; eight complaints related to administration and eight to medical matters. Four additional complaints were received by the Practice and processed through our procedure but did not relate to care delivered by our team. They were analysed for any learning and advised to the appropriate external organisation.
Confidentiality prevents publication of specific details but 15 of the complaints relating to our organisation have been resolved internally. One matter was dealt with externally and, after a full investigation by NHS England, they concluded that our Practice was without fault.
Any individual criticism is/has been/will be reflected on via the formal annual appraisal of clinicians and appraisal of colleagues; no single clinician or colleague is disproportionally represented. Our review identified that some correspondence related to the new triage appointment system, which was a totally new concept for our Practice during this year; advertised via our Practice newsletter, website and discussed in advance and throughout with our Patient Participation Group. The new triage system is working very well and has received good feedback from patients. Some correspondence related to medical procedures that the Practice enforced in order to maintain patient safety and duty of care to our patients. The procedures and reasons for them were clarified to those patients.
The Practice recognises that good effective two-way communication remains pivotal to avoiding problems or getting them resolved. Investment has been made in scenario training with our Reception team using external actors to enhance our communication with patients.
We welcome and encourage patient and carer feedback via the comment cards within Practice. We also have an active Patient Participation Group that meet regularly each quarter, to which all patients are welcome.
In this time of change for General Practice and unprecedented demand for the service, we hope that we can continue work with you, to meet yours and our own high expectations of the services we provide for you. Thank you for your continued support.