Patient Satisfaction at Outpatient Pharmacy Denmark Hill
L-R: Alex Doicescu, Masroor Hasan, Meera Patel, Prem Patel & Collins Ugwu from the KFM Outpatient Pharmacy Team
On 30th September 2019, KFM took on the management of the Outpatient Pharmacy service on behalf of the Trust Group. Since then, KFM has seen a 55% improvement in patient satisfaction scores. After installing “Happy or Not” terminals.
Since then, KFM has seen a 55% improvement in patient satisfaction scores.
After installing “Happy or Not” terminals, a real time patient feedback tool, the overall satisfaction scores have gone from 47% in October 2019 to 73% in February 2020.
This has come as a result of the hard work and dedication of the Outpatient Pharmacy team and the adjustment of their rotas to better suit demand. KFM have also made changes to the layout of the pharmacy and the work spaces to enable more efficient working and improved patient flows.
Patients are now saying:
“I like the space at the pharmacy now. No more obstruction of chairs in the corridor. Well done”
“Excellent service”
“A very quick service with friendly staff.”
“It’s fantastic to see the satisfaction scores improve which is a testament to the enthusiasm and engagement of our staff to put patients at the heart of what we do.
We’ve come a long way but we’re not stopping here. We have got further plans to improve the Outpatient Pharmacy and the overall patient experience.”