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Patient feedback survey
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At least once in each revalidation cycle you must reflect on feedback from patients, collected using a formal feedback exercise.
If you do not have patients, you should reflect on feedback from others you provide medical services to. If you can’t collect such feedback, you must agree with your responsible officer that you do not need to. Feedback you reflect on should be collected in a way that is appropriate for your patients and the context in which you work. At each appraisal you should reflect on any other sources of patient feedback you can access, that give you helpful information about your practice (such as unsolicited feedback).* You should reflect on patient feedback that covers your whole scope of practice across each revalidation cycle. You must reflect on feedback and if appropriate, act on it in a timely manner and discuss how it has informed your practice at your appraisal." Guidance on supporting information for appraisal and revalidation (GMC, revised November 2020)
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Private work & non-NHS work
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If you are carrying out private work, and you choose to include your whole scope of work in one formal patient survey then the majority of survey invites should be sent to NHS patients.
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Leaflets for patients about feedback
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If you have different roles it may be helpful to use different surveys for each role.
For example if you have a significant leadership role one of the independently administered leadership questionnaires can be used.
For example if you have a significant leadership role one of the independently administered leadership questionnaires can be used.
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Case studies from the GMC
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How to collect feedback in difficult situations (patient is too young, too ill, too demented etc) or when the doctor is a locum and many other case studies.
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Guidance from NHSE
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Obtaining feedback in non-standard situations (NHSE, April 2016)
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Colleague feedback survey |
"At least once in your revalidation cycle you must collect, reflect* on, and discuss at your annual appraisal, feedback from your colleagues.
The colleagues who are asked to give feedback must be chosen from across your whole scope of practice, and must include people from a range of different roles who may not be doctors. You must choose colleagues impartially and be able to explain to your appraiser, if asked, why you have chosen the colleagues who have given your feedback. Wherever possible you should use standard questionnaires that have been validated and are independently administered to maintain objectivity and confidentiality. You must agree any alternative approaches with your responsible officer. You must reflect* on what the feedback means for your current and future practice." |
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Private work & non-NHS work
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If you are carrying out private work, and you choose to include your whole scope of work in one formal patient survey then the majority of survey invites should be sent to NHS colleagues.
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*You do not need to reflect in writing; you may reflect orally during the appraisal discussion.
You should repeat a survey within the same cycle should there be a significant change in scope of work, such that the old survey is no longer applicable OR if the first survey indicates that significant changes needed to be made to improve your performance in an area.
It is strongly recommended that the formal feedback surveys are completed in years 1, 2 or 3 to ensure there are no delays to revalidation.
It is strongly recommended that the formal feedback surveys are completed in years 1, 2 or 3 to ensure there are no delays to revalidation.
Why should I nominate a trusted friend for my feedback?
Some survey providers ask you to nominate a trusted friend with whom to share and discuss the results of each survey.
Sometimes the results of a survey are distressing, especially the unattributed comments.
If this happens to you, you can discuss the contents of the survey with someone you trust who can support you in understanding the results.
You should not nominate your appraiser as the trusted friend.
Sometimes the results of a survey are distressing, especially the unattributed comments.
If this happens to you, you can discuss the contents of the survey with someone you trust who can support you in understanding the results.
You should not nominate your appraiser as the trusted friend.
why are my results worse than the benchmarks?
Most approved survey providers will compare your results with national averages to help you judge how well you are doing in comparison with others.
Bear in mind the benchmarks are mean scores. By definition 50% of scores will be below and 50% will be above average!
It is known that patients who do not know their doctor (e.g. a locum or out-of-hours GP) will typically give lower scores than where there is an established on-going relationship.
Low scores should prompt an honest reflection and a discussion with your appraiser.
What could you do to improve your scores?
If you carry out an action plan, consider repeating the survey to see if you have improved.
Bear in mind the benchmarks are mean scores. By definition 50% of scores will be below and 50% will be above average!
It is known that patients who do not know their doctor (e.g. a locum or out-of-hours GP) will typically give lower scores than where there is an established on-going relationship.
Low scores should prompt an honest reflection and a discussion with your appraiser.
What could you do to improve your scores?
If you carry out an action plan, consider repeating the survey to see if you have improved.
Who should I survey?
Since this is an NHS appraisal, surveys must be completed by using feedback from NHS patients and colleagues to be acceptable for revalidation.
It is also a "whole practice" appraisal, so you should also include patients and colleagues from across your whole scope of work. If in doubt, please discuss with your appraiser.
If you don't have any NHS patients or colleagues, you may need to register with a non-NHS body for your appraisal. See "Designated body".
It is also a "whole practice" appraisal, so you should also include patients and colleagues from across your whole scope of work. If in doubt, please discuss with your appraiser.
If you don't have any NHS patients or colleagues, you may need to register with a non-NHS body for your appraisal. See "Designated body".
When should I do the surveys?
It is wise to complete the feedback surveys in years 1,2 or 3 of the revalidation cycle.
Each survey must be completed and discussed in the appraisal in good time for revalidation.
Each survey must be completed and discussed in the appraisal in good time for revalidation.
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Key documents
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GMP Framework for appraisal and revalidation (GMC, 2013)
Guidance on supporting information for appraisal and revalidation (GMC, revised November 2020) or go to the on-line version
Good medical practice (GMC, 29 April 2019)
Medical Appraisal Guide 2022 (Academy of Medical Royal Colleges, June 2022)
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Requirements
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