Keep feedback simple

A WATCHDOG has urged Halton GPs to keep things simple when seeking patient feedback.

Healthwatch Halton said research had revealed that patients realise the NHS is under pressure and want to help by providing views on services but many said they were unsure of how to make comments or raise concerns.

The survey was held by polling group YouGov and found 76% of adults in England would be interested in sharing feedback with GPs but only 23% said they had done so. The most common reason was that patients did not know how to.

Researchers found the most popular option was the comments box (44%), followed by face-to-face feedback to reception staff (18%) and to GPs themselves (16%).

When those who had never provided feedback were asked which methods would encourage them to do so in future, 30% said they were mostly likely to respond to text or email follow-ups after a consultation, and 28% opted for a comments box.

Social media channels such as Twitter and Facebook were the least popular forum, with three per cent of those who had provided feedback choosing to do so via social media, and only 12% of those interested in giving feedback in future saying they would consider it. Healthwatch Halton said this suggests that using confidential means of communication is another key element of sharing feedback with GPs.

As part of its #ItStartsWithYou campaign, Healthwatch Halton has called on GP practices, as the front line of the health service, to send a strong signal to patients that the NHS wants to hear their views.

The group has also encouraged GPs and other health staff to share their own stories about how patient feedback has helped them to improve the way they provide care.

Dave Wilson, Healthwatch Halton communication officer, said: “From what we are hearing in the community, it is clear that people do value their local doctors’ surgeries and can see the pressure they are under. It is also clear they want to try and do their bit to help by sharing their experiences.

“People tell us they want it to be simple, clear and confidential to provide feedback.

“Healthwatch Halton is here to help busy surgeries not only improve how they seek feedback but also help GPs and practice managers explain how this insight is being used to give people the care they want.”