Patient Experience

The Care Quality Commission (CQC) is responsible for the regulation of how local health and adult social care organisations engage with people. It is important to ensure the views of patients, their carers and others are sought and taken into account in designing, planning, delivering and improving healthcare services.

The CQC undertakes several patient experience surveys a year. Some areas, such as hospital in-patient wards, are regularly surveyed to build a picture of improvements over time whereas other surveys concentrate on issue-specific services and care, for example diabetes, heart disease and stroke. The Department of Health also undertakes patient experience surveys and has recently made improvements to its GP Survey, which is now being undertaken on a quarterly basis.

In addition to these national surveys, there are many ways your practice can capture and learn from the experiences of your patients. 

• Gathering Patient Experience
• Patient Participation Groups

Practice Management Network

The Practice Management Network has published this best practice guide to using real-time patient feedback.  The guide will help you consider:

• the business case for using real-time patient feedback
• what you want to find out from patients and
• the best way to feedback.

It includes a range of case studies including practices from Derby.  Click here to view/download the guide.