Domain 3:

Communication, Partnership & Teamwork - Patient Feedback

You must undertake Patient Survey once every five years

This is a potentially difficult area for the OOH doctor in which to gather evidence for appraisal.  It will be much easier if you can arrange it with the support of the OOH service manager.

Some OOH organisations will use their own patient survey tools. These may be of help to you, but some of them will focus on organisational issues with only a small element that relates to your personal performance.

This section of the OOH Toolkit contains examples of tools that have been used in general practice to survey patients' views and also to assess doctor/patient communications:

  • Patient satisfaction survey
  • Patient enablement questionnaires
  • Formative observation proforma
  • Approved video

In all cases you will need to prepare in advance.

It is suggested you contact the service manager before starting a session at the treatment centre, and ensure that you will be able to get the reception staff to assist you by:

  • Handing out questionnaires to patents before they see you
  • Providing them with pens
  • Collecting them after they leave your consulting room

You may find it helpful to offer to share the results of the survey with the service at a later date, but this exercise is aimed primarily at allowing you to review your own skills. The OOH service is likely to want to survey other aspects of its work over which you may have no control, so our advice is to keep these two aspects of patient surveys as separate exercises.

Patient Satisfaction Surveys

The GMC questionnaire. The GMC has produced a generic questionnaire for all doctors to use if they wish. It is available via http://www.gmc-uk.org/doctors/revalidation/colleague_patient_feedback.asp

IPQ.  The Improving Practice Questionnaire is similar to the GPAQ, again focussing on many aspects of patient services over which you have no control as an OOH doctor.  The section on communication skills may be helpful to you, and it is an option to consider if you want to receive feedback from patients in this area. Remember it is not funded for NHS use, so you would need to pay for its use or ask the OOH service to do so. http://www.cfepsurveys.co.uk

Surveys which explore your consultation skills

CARE. The CARE measure is entirely doctor-centred, and its content is largely independent of where you work or whether the patient knows you. Again, it is free.

http://www.caremeasure.org/ (link opens in new window)

Patient enablement indicator questionnaire (PEI)

You can undertake an enablement questionnaire more easily as an individual and the questionnaire is included in the Toolkit.

It is much shorter and more specific about the outcome of your consultations than CARE, but it is not always relevant to the reason that a patient may be consulting.

Patient Enablement Indicator | File Size: 74.5 KB | Date Updated: 14/02/2014




This page was last updated on: 18/08/2016