Patient Involvement – Everyone’s Opinion Matters

Patient Involvement – Everyone’s Opinion Matters


Our Patient Engagement Officer – Nina Hammond

You might find it helpful to speak to our Patient Engagement Officer, Nina Hammond. Nina’s role is to listen and help resolve issues and misunderstandings which may arise. She has day-to-day knowledge of situations which can occur in the life of a busy practice and how we can best help put things right. You can contact Nina via Reception. She will contact you at the earliest possible opportunity to arrange a convenient time to talk.

Avon Valley Practice Annual Patient Meeting

This will take place in September. Everyone is welcome to attend and it’s an ideal opportunity for us all to share news and views on topics which matter to us the most. Copies of the minutes are made available to all practice members after the meeting, online and in printed format, to keep everyone up-to-date on what was discussed.

Other ways to provide feedback, include (but are not limited to):

  • Friends & Family Test – available via your mobile phone and online following an appointment. It only takes a few seconds to complete and we really do appreciate you taking the time to record your feedback.
  • Annual Patient Survey – this is part of a national programme which, once complete, you can view our score to every question asked.
  • Leaving a comment on our patient notice boards – you don’t need to leave your name
  • Talking to a Practice team member.
  • However feedback is received, it helps shape our plans for the future.

Regular communications include:

  • Keeping You in The Picture – our quarterly patient newsletter in which we aim to provide information that’s of interest to the many different groups within our Practice membership.
  • Waiting Room Media Screens – this is updated every month and is an excellent way to keep patients informed about important information.

Then there are things like …

  • Texts and e-mails – that go out to patients who have signed up to this service. These brief, instant messages are an invaluable way for us to keep you informed and help save everyone time.
  • Letters – some of which are sent Practice wide, whilst others are relevant to particular groups of patients and their carers. Either way, the emphasis is always about keeping everyone informed in a clear, concise and timely manner.
  • Hearing loops – available at reception – every little helps when it’s not so easy to hear.
  • Posters and leaflets – in the waiting rooms and corridors, covering a range of health and wellbeing topics.
  • Bookcase – funds raised from the sale of donated books go towards buying new equipment for the Practice that directly benefits patients. Not only that, we hope patients enjoy coming to browse through what’s new.
  • Last but not least, a warm welcome with a smile – we appreciate just how important this can be and love it when you smile back!

All of the above adds up to a lot of communication that’s going back and forth between us all every day. Even our appointments schedule is the result of feedback and communication. For example, you told us how important it is to have more flexible appointments for matters that are urgent and require on-the-day care. We responded by offering walk in services every morning and expanding our clinical team that now includes 3 Nurse Practitioners.

Whichever way you look at it, it’s all about communication. We hope you’ve found this information useful and it’s by participating that we can all get the most from this process.

Let’s keep the conversation going, over to you…