This is an alternate version of this policy for urgent care clinics. Urgent care clinics who don't participate in the Patient Experience Survey (PES) will receive a different version of this page. We can include a link to your patient feedback form if you have one. |
Policy
We use patient feedback to improve the service we offer. We collect and analyse feedback from a number of different channels, such as:
We participate in the quarterly Patient Experience Survey, delivered by the Ministry of Health and the Health Quality and Safety Commission (HQSC).
We survey casual patients annually in a patient satisfaction survey coordinated by the RNZCUC.
Survey results help the practice measure patient satisfaction, monitor the effectiveness of services, and identify areas that need improvement or are working well. We use survey data to help identify whether we are meeting the needs of specific groups within the population, e.g. Māori patients.
We discuss patient feedback at team meetings, and include any improvements or recommendations in quality improvement planning.
We notify our patients of any improvements we make as a result of their feedback using our noticeboard.
Casual feedback
Patients also have the opportunity to give anonymous feedback on a casual basis. A box with general feedback forms is located on the table by reception and is cleared once a week. Feedback received is discussed at team meetings.