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MEDDYGFA EMLYN ANNUAL AUDIT OF PATIENT CONCERNS APRIL 2022 – MARCH 2023
Purpose To provide information on the progress and performance of Meddygfa Emlyn in dealing with concerns.
Background This report outlines how Meddygfa Emlyn has dealt with concerns for the period April 2022 to March 2023.
Executive summary
1. Overview of arrangements in place for dealing with concerns The aim of Meddygfa Emlyn is to provide the highest level of care for all our patients. We will always be willing to hear any suggestions for improving the level of service provided. Meddygfa Emlyn adheres to the NHS complaints procedure and believes in 'investigating once and investigating well'. This ensures that concerns are dealt with appropriately and any actions identified are implemented promptly thereby maintaining a high quality service to patients and staff are properly trained and supported. Over the past year 12 concerns were received (4 formal and 8 informal), all of which have been resolved. The Practice is able to access expert advice, legal advice and alternate dispute resolution and advocacy services should the need arise.
2. Concerns statistics 2 concerns were raised regarding access 0 concern regarded attitude 5 concerns regarded clinical treatment/assessment 0 concerns regarded confidentiality 2 concerns were about medication 0 concern related to coronavirus shielding 2 concerns were about communication 0 concern were about Test results 1 concern were about cost of private medical care 12 concerns were received within 1 calendar month of the event 0 concerns were received within 6 calendar months of the event 11 concerns were dealt with under regulation 24 (cases that do not involve liability) and all received a final response within 30 working days of receipt. 1 concerns were dealt with under regulation 24 (cases that do not involve liability) and all received a final response within 60 working days of receipt.
3. Themes, trends and key issues emerging from concerns Medication – Local Pharmacies have changed the way medication arrives to the pharmacy, pharmacies don’t hold much stock and it takes longer for medication to reach pharmacy for dispensing. The surgery is closely working with local pharmacies to mitigate this situation. No common themes, trends or key issues were identified.
Conclusion The GPs and staff welcome the opportunity to further improve services within the resources available. No specific priorities for improvement are outstanding. However the GPs and staff at Meddygfa Emlyn are committed to providing the best possible care to all patients and welcomes feedback from anyone who accesses our services. It should also be noted that during the same period 72 written cards/letters were sent by patients to Meddygfa Emlyn for the care and support they had received. |