What do you think of our services?
As a practice we are committed to providing the best care we can to our community and your feedback helps us to recognise what we do well and to act on areas for improvement.
The Friends and Family Test is a way for patients to recognise great service. Patients can give anonymous feedback quickly and have their say on the care and treatment they experience at our practices. It helps to improve our services by highlighting what is working well and what can be improved.
We send a text message to everyone with a mobile phone after their appointment to see how we’ve done and paper versions are available at reception.
In 2019/2020, 11754 patients responded and 82.51% would recommend us to friends and family.
Feedback can also be provided on the NHS Choices website.
Patient Participation Group
We are always on the lookout for new members to join these groups, so if you think you can help make a difference then email beaconmedicalgroup@nhs.net to register your interest.
What is a PPG?
A PPG, or Patient Participation Group, is a group of keen, motivated individuals who aim to act as a critical friend to Beacon Medical Group – with patient’s needs in mind and to encourage changes to benefit all.
What have they achieved?
Both PPGs have given us a strong forum for discussion when setting priorities and shaping processes. Here are just a few that have taken place in the last two years:
- Patient surveys and suggestion boxes
- Promoting the use of the check-in touch screen computers
- Organising and supporting patient educational evenings on subjects such as Dementia and Stroke Awareness
- Encouraged and promoted student and medical student placements
- Informed the improvement of the telephone script message based on feedback collated
- Initiated and informed discussion on topics such as surgery access and signage
- Developed a new, improved patient newsletter provided in an easy to read format
What next?
PPGs will continue to:
- Encourage patients to help themselves through education and self-care
- Promote further patient surveys
- Support staff with the introduction of new initiatives
- Support the production of the BMG patient newsletter
- Assist and support Beacon with various activities and events such as educational evenings
- Assist patients through involvement with the local community through participation in meetings concerning local Health and Social issues
- Help provide a communication between Beacon and patients where possible.
How can you help?
- Contact your local PPG with any ideas or suggestions you may have that affect general patient care
- Join your local PPG
- Follow us on social media to keep up to date with the latest news
Friends & Family Test
Friends and Family Test
Complaints
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering it. Please provide as as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. Complaints should be made in writing, and upon receipt this will be allocated to the most appropriate manager who will investigate your complaint and respond.