Sixth step

Monitoring and Review

There should be follow up on the action arising from a complaint. For example:

  • Would it be beneficial to share lessons learned more widely?
  • Check agreed action is taken within set timescale.
  • Provide feedback to practice team and, if appropriate, complainant.
  • Log outcomes for inclusion in annual report to PCT.

The practice manager makes the agreed changes to the practice appointment procedures and ensures all staff are aware of the new process.

She reviews the feedback from patients following the subsequent patient survey and notes increased satisfaction with the appointment system. She feeds this back to the practice and to the complainant.

The senior partner audits Dr Busy’s record-keeping to ensure improvement.

A note of the service improvements achieved is made for inclusion in the annual report.

 

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