Part 5: Patient and Staff Feedback
We actively encourage patient feedback in all of our services, and provide information to our service users and patients on the process of how to complaint should they wish to. The patient voice is of paramount importance to us and patient feedback given gives us the opportunity to celebrate when we get things right, and to develop improvements when things are not so satisfactory. 5.1 Service Feedback – Patient Survey and Compliments Alongside providing the opportunity to provide written feedback via a leaflet, in August 2023 we implemented a text messaging link to a
feedback survey for all patients who are seen within our services. Within the patient survey, we provide the opportunity to provide views on the Friends and Family Test (FFT). The FFT results are pleasing, as illustrated with some examples below:
Service
Average % of positive FFT recommendations 23/24 period
ARI Services
90% 93% 98%
Community Gynaecology Service Community Dermatology Face to Face Service GP at the Front Door Services Norwich Health Centre (12.2023- 03.2024)
91%
83.5% (Note: data from 12.2023-03.2024 – Full data exampled below)
North Norfolk Primary Care - Quality Account 2023/24
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