One of the great frustrations for any healthcare professional is dissatisfaction from patients! It is not our aim to have to make them wait for an appointment, or to have to say there is little we can do when they complain about waiting times for the referral we have made. As frustrating as this is,…

It seems hard to believe, but the NHS Friends and Family Test (FFT) patient feedback tool is five years old. Incredibly, the short feedback request has, over that time, pulled together more than 50 million responses from patients. As it stands, the FFT is one of the largest collections of patient voice in the world. While…

110 pages on everything you need to know as a GP practice manager. This detailed manual includes sections on accounts, complaints, CQC inspections, estate management, pensions, payroll and staff. Written by three highly skilled and long-serving practice managers; Michele Petrie, Robert Campbell and Alan Moore. Includes additional input from PM colleagues with significant experience of…

The NHS especially like to have an acronym for everything! A practice manager has a lot of abbreviations and acronyms to remember in his/her day to day running of the practice, especially when talking to GPs. Please feel free to add to the list. A ACAS – Advisory, Conciliation and Advisory Service:  organisation devoted to preventing and…

By Robert Campbell  I prepared this handbook over the last five years, in which time it has been amended continually. I retired in 2010 and prepared the original document for my successor but I never knew whether it was ‘read’! I then went to work in two practices for slightly over two years where there was very…