Coventry LPC
Patient Survey
Laurence Tressler has provided clarification about patient surveys:
"A number of contractors have asked for some clarification regarding the community pharmacy questionnaire. Many have already submitted summary reports to the PCT. The original understanding when the contract was implemented was that the pharmacy would be expected to share an action plan of how to address any areas in need of development that had been highlighted by the questionnaire analysis and report.
This requirement was not written in to the regulations however. The agreed monitoring toolkit includes the statement:
It is goods practice that contractors should share with their PCT the area where the survey identified the greatest potential for improvement and the action being taken to improve performance along with the areas in which the pharmacy is performing strongly. Pharmacies will be aware of the commercial sensitivity of some of the information that will be collated and may decide not to share this with the PCT.
Coventry contractors are requested to have available a summary analysis prepared following the analysis of the responses highlighting strengths and weaknesses together with an action plan or strategy to address areas for improvement. Contractors can forward a copy to the PCT or a copy might be requested as part of the monitoring programme. Where a contractor is concerned about a commercial sensitivity they should retain a copy at the pharmacy for verification during a subsequent monitoring visit."
