We welcome feedback from our patients and stakeholders of our services. Each comment, complaint, complement and concern is read by the local management team. We use this feedback to learn and improve our services and ensure that we respond to each complaint where possible, and we make changes happen from these.
At each of our services we have a Patient Participation Group (PPG) or Service User Group (SUG). This is determined by the type of service we are delivering.
Our PPGs / SUGs are in place to hold our services to account from our patient’s perspective. Each of our PPGs/SUGs are empowered to discuss service provision within the service and how we can embed our culture of continuous improvement.
A Patient Participation Group (PPG) or Service User Group (SUG) is a group of patients who volunteer their time to ensure what we deliver corresponds with our value of patients first. We empower our PPGs/SUGs to be at the heart of our service delivery and operations management. We see our patients as our expert advisors; understanding what it is like to access our service, experience what our service delivery is like and how we treat our patients.
Our PPGs / SUGs meet on a regular basis to help provide us with their expert advice. We ask for our PPGs/SUGs to give about two hours of their time every two months.
The PPG / SUG will have a Chair and will have a regular meeting agenda. We will liaise with our PPG / SUG to discuss:
- Service access and experience
- Changes and developments to our service offering
- Responding to Patient Survey feedback
- Creating action plans ensuring we put Patients First throughout our service offer.
All our services actively recruit patients to become part of our PPG / SUG’s. To become a member of our PPG or SUG please use our contact form to send us your details or speak to our reception team.
OneMedicalGroup want to provide different ways of providing feedback in each surgery. We welcome your complaints, compliments, comments and concerns. You can make these known through our Contact Us page or in writing utilising the 'Compliment, comment and concern' leaflet.
We asked our patients “how likely are you to recommend our services to friend and family if they needed similar care or treatment?” Here’s what they said…