Patient Feedback

When implementing any system we value the input of patient feedback. For our leading system Doctor First we have developed a bespoke online patient feedback system with our partners at FeedbackMatters.  This allows patients to give instant feedback online or if they prefer they can use paper responses with pre paid envelopes.

Using a unique approach we have gathered data relating to Patient Experience, Operational Performance and Outcomes and have collected over 1,000 respondants to patient surveys and over 30,000 data points.

 

 

 Below is a snap shot from some of the practices that are running Doctor First.

 

Patient Comments

Yaxley Group Practice

"It all went well as the practice has informed us beforehand in a widely distributed leaflet.

I think you have made a great improvement so far, so I would suggest keep working like this. It has absolutely benefitted me and my family (babies), thank you."

The Surgery @ Wheatbridge

"As a disabled person this saves my time travelling to the surgery and arranging my other commitments."

The Endeavour Practice

"I have found the system, as it is now, works much better.

There is no hanging around and you get to speak to someone regarding your symptoms."

Salford Health Matters

"For the first time in a long time I felt the whole lot doctor, nurse, receptionist, etc really cared about me. Thank you everyone."

Brigstock Medical Practice

"Excellent service much improved from previous system."

Woodseats Medical Centre, Sheffield

"I would just like to send this to pass on to the practice manager.

I have just used your new appointment system for the first time today and I must say that I am very impressed with it.

I always felt that it was hard to get an appointment unless very far in advance which usually meant ringing up on the morning I wanted to go but I felt like a bit of a fraud as I felt that on a number of occasions it wasn't necessary for me to get seen straight away as not a major emergency and maybe the appointments could be used for someone more urgent but it was the only way to do it.

This new way is good as it can prioritise the patients to see more urgent cases first.

I also had a very positive experience when seeing the doctor today (Dr G) as I felt he was really ready to listen and took time to explain things to me which sometimes doesn't happen and you can sometimes feel rushed.

I know people will be very quick to complain so I really wanted to let you know about the positive experience I have had today."

Wheatbridge Surgery

“I like the new service. Previously I have really struggled to get an appointment as the surgery is really busy.

I have called around four to five times in the six weeks and have always had a call back within a couple of hours and a result straight away from the call.

Although I have never actually met Dr ****, who is not my regular doctor, I feel he fully understood the problem, he came across so caring and really helped me.

It brings back the ‘bedside manner’ the NHS has been missing for so long.

Thank you for the great service, I really feel the surgery has saved my mental state and helped with my pain by saving the stress of appointment hell.”

“As a result of the work done with Productive Primary Care (PPC), we have changed the way we work and improved access for patients by 200%”
Mr Chris Thompson, Stag Medical Practice, Rotherham

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