Trust/Practice: Romney House Surgery, Gloucestershire

The chair of a patient participation group was tasked with reviewing her practice’s FFT forms. Although this task initially appeared daunting, she quickly realised that much of the feedback could be acted on easily. After one piece of feedback highlighted that leaflets on mental health services were not on display, she tidied up the leaflet cupboard and enlisted the help of other PPG members to set up a leaflet stand. This was placed outside the waiting room near the dispensary, where patients could quietly look at sensitive leaflets in more privacy.

As I started looking through [the FFT feedback forms] it quickly became clear that there was a gold mine of information in the free text that patients wrote down.