Quality Priority:

To increase the levels of service user and carer voice, to improve and enhance services.

Current Situation:

Patient experience and engagement activity has increased across Locala in recent years. The majority of services are now getting patient feedback on a regular basis, though how this is analysed and used varies from service to service. All services have a service engagement plan which outlines how they get feedback and engage with service users and communities.

Why is it a priority?

  • Now is the time to build on work started to increase the levels of patient and carer voice across the organisation.
  • If this is a quality priority there will be a focus in all areas of the organisation on achieving this and demonstrating the importance of this to the organisation.
  • It is essential that services are designed and shaped in co-production with service users, carers and communities – this ensures high quality services that meet the particular needs of the service user/community population.


How will we achieve it?

  • Setting, and monitoring, targets for Friends and Family Test responses.
  • Close monitoring of service engagement plans, including ensuring that every service has at least one patient survey during the year.
  • Continuing to develop the Customer Experience Group to provide external monitoring of patient experience and engagement activity and the actions agreed as a result.
  • Using the website and other mechanisms to tell service users, carers and local communities what changes and improvements have been made as a result of feedback and engagement.