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MEDDYGFA EMLYN
ANNUAL AUDIT OF PATIENT CONCERNS
APRIL 2024 – MARCH 2025
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 2024 to March 2025.
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 22 concerns were received (13 formal and 9 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
0 concerns were raised regarding access
5 concern regarded attitude
8 concerns regarded clinical treatment/assessment
1 concerns regarded confidentiality
4 concerns were about medication
0 concern related to coronavirus shielding
3 concerns were about communication
0 concern were about Test results
0 concern were about cost of private medical care
0 concern were about record keeping
1 concern regarding administrative waiting times
22 concerns were received within 1 calendar month of the event
0 concerns were received within 6 calendar months of the event
22 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.
0 concerns were dealt with under regulation 26 (cases that do not involve liability) and all received an interim response during the quarter.
3. Themes, trends and key issues emerging from concerns
Attitude – a key theme emerging has been concern over staff attitudes and miscommunication. Instances of unclear communication between staff and patients which can contribute to confusion and a perceived lack of empathy. Addressing this issues through structured communication protocols, staff training emphasis on patient-centred collaboration is essential to the practice.
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 81 written compliments were sent by patients to Meddygfa Emlyn for the care and support they had received.
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