How The Drayton Surgery optimised their feedback process to deliver a superior service and keep staff motivated
The Drayton Surgery is a GP practice based in Portsmouth. With the help of Working Feedback, they were able to open a clear channel of communication for patients to share their experience. Why? So they could obtain positive feedback after great patient experiences and deal with complaints more effectively.
- They wrote specific feedback questions to receive more relevant information
- They had the opportunity to respond to negative reviews before they went live
- They boosted morale by making positive reviews visible to surgery staff members
- They captured more than 2,000 patient reviews (yes, seriously!) in just 4 years
The Drayton Surgery saw these results with Working Feedback…
…and you can, too!
Combined
a detailed, surgery-specific review questionnaire with the traditional ‘Friends and Family’ test to capture higher-quality feedback
Achieved
greater visibility into reviews and used the software’s insights to follow up with patients who hadn’t yet left feedback
Displayed
positive feedback instantly on the surgery’s website through a built-in widget to boost staff morale and build trust with patients
The Story
The Drayton Surgery has always welcomed patient feedback, but this was typically through a manual process – such as asking people to leave a comment on their website or pass on a message at reception. The practice was using Mjog for a number of years, incorporating the traditional NHS ‘Friends and Family Test’ approach.
They’d text patients and ask them to rate their experience on a scale of 1-5. Perfectly acceptable, but not necessarily the right fit a modern day GP practice. They needed Working Feedback’s solution to digitise their feedback process and make it easier to ensure a regular stream of positive patient reviews for the practice.
The Struggle
The trouble with The Drayton Surgery’s existing approach was that it didn’t produce any useful, actionable information from the feedback process. It wasn’t easy for patients to leave detailed comments about their experience and, in some cases, they wouldn’t provide feedback at all. There was a sense that their feedback was unlikely to get back to the practice – or make a difference even if it did.
The impact? A clear barrier between practice and patient – with no way for them to share their opinion (positive or negative!). If they had an issue, they’d be more likely to go away and tell a friend – something that could easily damage the practice’s reputation.
The Strategy
By implementing Working Feedback’s solution, The Drayton Surgery had freedom to ask patients for more relevant feedback after appointments. They could customise and add questions specific to their practice – crucial for collecting meaningful information – through detailed patient comments.
In the Working Feedback platform, the practice could view the status of any previous feedback requests and follow up on patients who were yet to leave feedback. They could also share positive feedback and respond to negative reviews before they went live. Any 5-star reviews would automatically post to their website. Easy peasy!
The Solution
With frequent touch points and a smoother review process, The Drayton Surgery is collecting more reviews than ever (more than 2,000 so far using Working Feedback!). Patients find it easy to give feedback, resulting in positive responses and detailed comments. The Practice Business Manager has real-time insight into what’s going well and what could be improved, with negative responses dealt with promptly and productively.
Working Feedback posts positive reviews front-and-centre on the surgery’s website – as well as connecting to the practice’s social media accounts – so staff members can easily view great feedback. Talk about the perfect pat on the back!
“Working Feedback has given us a one-stop shop for patient feedback. The ability to combine the feedback questionnaire with the Friends and Family test means we don’t have to bombard patients with different requests – and we can see the data in one easy to view portal.
Having the feedback and responses displayed as a widget on our website has helped staff morale as they can see what’s being said – from both a patient and surgery perspective.
I really value the Working Feedback service and would recommend it to anyone in General Practice.”
Daniel Ferrett – Practice Business Manager, The Drayton Surgery