Version: 2025
Last Reviewed: December 2025
Next Review: December 2026
Approved by: Clinical Director
 

1. Purpose
 

To ensure service users are meaningfully involved in shaping, evaluating, and improving services.

Participation supports:
 

• Patient-centred care

• Continuous improvement

• Duty of Candour

• Complaints processes

• Service development
   

2. Scope
 

This policy applies to:

• All staff

• Practising-privilege clinicians

• All service users

• All services delivered by the clinic
   

3. Definitions
 

Feedback: Any comment, suggestion, compliment, or concern.

Complaint: Managed in accordance with the Complaints Policy.

Compliment: Positive feedback recorded for learning.

Suggestion: Improvement idea submitted via staff or patient channels.
 

4. Policy Statement
 

We believe:

• Service users are experts in their own experience

• Feedback must be accessible, meaningful, and acted upon

• Improvements must be communicated back through “You said, we did”
   

5. Methods of Participation
 

5.1 Immediate Feedback

• Verbal comments

• Staff observations

​

5.2 Public Reviews

• Facebook reviews

• Follow-up by the Clinical Director for reviews of fewer than five stars

​

5.3 Anonymous Feedback

• Google Form issued seven days after the appointment

• Monthly analysis

​

5.4 In-Clinic Feedback

• Suggestion box

• Staff and patient ideas

​

5.5 Complaints and Compliments

Handled in accordance with the Complaints Policy (Levels 1–3).

​

5.6 Incident and Duty of Candour Feedback

Managed in accordance with the Duty of Candour Policy.
 

6. Responsibilities
 

Clinical Director

• Oversees feedback processes

• Reviews negative reviews and complaints

• Ensures learning is embedded

• Leads “You said, we did”
   

Clinic Manager
 

• Collects and collates feedback

• Maintains feedback records

• Prepares monthly reports
   

All Staff
 

• Encourage feedback

• Respond professionally

• Participate in improvement actions
   

7. Feedback Analysis and Governance
 

Feedback is:

• Collected monthly

• Analysed for themes

• Reviewed at staff meetings

• Escalated to governance meetings

• Used to inform audit cycles

Governance review follows the Quality Improvement Policy.
 

8. Acting on Feedback
 

When feedback identifies improvement needs:

1. The issue is logged.

2. It is reviewed by the Clinical Director.

3. Actions are agreed.

4. Staff are briefed.

5. A PDCA cycle is initiated.

6. Outcomes are reviewed.

7. SOPs or policies are updated.
    

9. “You Said, We Did” Transparency
 

Improvements are communicated through:
 

• Website

• Social media

• In-clinic posters

• Newsletters

• Staff communication
   

10. Data Storage and Retention
 

• Complaints are retained for eight years.

• General feedback is retained for two years.

• Information is stored securely in accordance with GDPR.
   

11. Review
 

This policy is reviewed annually or sooner if:

• Legislation changes

• HIS guidance is updated

• Significant incidents occur