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Excellence in Patient Satisfaction Award
To be awarded the PatientExcel Excellence in
Patient Satisfaction Award, a Medical or
Dental practice must have been rated good, excellent
or have a confirmed Yes on all areas in the Patient
Satisfaction Survey by 95% of patients. In
addition no area in the Patient Satisfaction
Survey can be rated lower that good.
The practice must have as part of their
practice systems and policies, a Complaints
Procedure, Complaints Book or Record, Poor
Performance Reporting Policy, CPD and
Training Policy, Staff Appraisal Policy,
Practice Information Leaflets and an
Internal Communication Policy.
Time Table:
Step 1: Complete
and return Application Form. Fee £196
Purchase Award Materials. Fee £20
Step 2: Hold a practice
meeting to discuss the requirements.
Step 3: Work through
the required systems and policies.
Step 4: The
completed practice systems and policies are
posted or emailed
with £20 to the Senior Assessor at
PatientExcel.
Step 5: On receipt of
your documents we will conduct a series of Mystery
Patient telephone
calls.
Step 6: Patient
Satisfaction Survey completed.
Step 7: Final
assessment and development report concluded (£196) and if
successful, Accreditation of PatientExcel
Excellence in Patient
Satisfaction is Awarded.
Step
8:
Excellence in Patient
Satisfaction Award and information pack is
posted
to
new member.
The award is valued for
two years. To maintain
the Award the practice will undergo the
survey once every two years.
Once a Medical or Dental practice has been
awarded Excellence in Patient Satisfaction
Award this greatly benefits the practices
image, gives the members of staff additional pride in their practice and gives
both current and new patients the confidence
that they the patient greatly matter to the
practice team.
Areas covered in the survey
(each area has up to 8 questions)
PRACTICE’S GENERAL APPEARANCE
RECEPTION
WAITING AREA
PRACTICE PERSONNEL
PATIENT INFORMATION
APPOINTMENTS
FACILITIES
PAYMENT FOR TREATMENTS
COMPLAINTS
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