Patient Feedback: Contributing to Our Clinic’s Continuous Improvement
At Forward Medical, we are always looking to improve the quality of the service we provide, and in turn our patients' experience. Patient feedback plays an important role in this, so if you would like to leave feedback, complaints or compliments, please ask our reception staff for a Feedback Form. This can be completed anonymously if preferred.
As a result of recent patient feedback, the following changes have been implemented:
- Improving communication: Our staff have been educated on how to communicate effectively with visitors to our clinic, including letting patients know when there will be a delay in their appointment time. We will be displaying a sign letting patients know to approach reception staff if they have been waiting for more than 20 minutes past their appointment time.
- Working to cut wait times: Often, long wait times are due to unavoidable circumstances e.g. presentation of a patient with an urgent medical condition. However, our clinic has been focusing on creating systems to reduce the likelihood of delays, for example blocking extra appointment slots to allow doctors catch-up time.
- Offering entertainment for younger children: We understand that visiting the doctor with young children can be stressful, and that even a small distraction to pass the time can help relieve some of that stress. We will soon be offering material for children, reception staff will speak with patients about this once available.
- Becoming more accessible: Open also on Saturdays now, we are striving to cater for those who are not able to attend our clinic during the week. We have also recruited more doctors and as a result are able to offer more appointments to our patients.
- Streamlining service: Updating our website and telephone services, we are aiming to improve ease of access for patient information and appointment bookings.