How we gather and use patient
feedback
In advance of the inspection
• We look at the results of the most recent National GP Patient Survey and Friends
and Family feedback and identify any areas requiring follow up.
• We look at patient comments on the NHS Choices and iWant Great Care
websites
• Two weeks before the inspection we send comments cards and a box to the
provider to display in their reception area.
• We speak to local Healthwatch and Clinical Commissioning Groups (CCGs)
During the inspection
• We look at any patients surveys the provider has carried out and how they have
responding to the findings of these and the National GP patient Survey
• We speak to patients
• We speak to representatives of Practice Patients Participation Groups (PPGs)
• We look at complaints made by patients and how the provider has responded to
these
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