We were approached by North East Hants and Farnham CCG, and Downing St Practice, as they wanted to ensure patient feedback was considered within the decision over the future location of Downing Street Practice. They chose to work with us because we were able to bring an independent perspective to gathering the patient voice, which would contribute to the decision about the future location of the surgery.
Given our mission to ensure people have a voice in the health and social care decisions that affect them, we considered this work absolutely necessary, however challenging it might be.
With a tight deadline for the report, our biggest challenge was finding a fast way of ensuring the survey reached the maximum number of patients at a time when footfall through the surgery was minimal (due to the Covid-19 pandemic). We solved this through the use of the text messaging system. Utilising the GP Text Messaging service to carry an online survey was a high efficiency low-cost solution. We also made sure that the digitally excluded were included with telephone interviews.
We needed to ensure it was not a straight ‘beauty contest’ between two locations: we had to deliver insight into patient needs, habits and drivers to explain why one location might be preferred to another. Strong teamwork from all parties including clear communication of deadlines and fast, decisive responses to queries meant the report was robust and delivered in the agreed timeframe.
The report was shared with North East Hants and Farnham CCG, and Downing St Practice, who had commissioned this piece of work.