An active role for staff in the FFT process in primary care

Trust/Practice: Bradford-on-Avon and Melksham Health Partnership

Bradford-on-Avon and Melksham Health Partnership has over 21,000 patients and 100 practice staff. In this film, the general manager of the health centre talks about the importance of service users having the option to have their say. She speaks about the challenge of finding the time to give patient feedback the full attention that is needed, and how she gets the whole team involved to share the workload. The video demonstrates how a dedicated patient participation group as well as practice managers and team leads coordinate efforts to collect and collate FFT feedback and take forward ideas for improvement. One initiative has been the introduction of arms on chairs in the waiting room so that patients can test their blood pressure while waiting for their appointment.