This group links patient feedback to service improvement by regularly collecting the views of patients across services in Renfrewshire Community Health Partnership (RCHP).
It is made up of front-line practitioners from across the RCHP plus the Patient Involvement Officer and a Public Partnership Forum (PPF) member who represents patients’ views.
She assists in the management and agenda-setting of the project and plays an active part in gathering feedback from patients, briefing the practitioners and promoting the Community of Action.
The aim is to support the front-line practitioners to work with service users and listen and act upon practical comments.
Areas of service change are identified through routine patient contact which is also an opportunity for on-going monitoring and reaction from staff and patients.
This has led to a channel for continuous quality improvement generated from the “bottom up” and means that the agenda for change is driven by front line staff and patients whose feedback decides priority areas for action, the needs of service improvement and options for change and development.
Plus public awareness of service reviews and changes are highlighted in a number of ways including patient satisfaction surveys, “just to say” cards, patient/carer diaries, focus groups and patient stories and their influence can be seen in the work plans developed from engagement projects.