What this means for your practice
Agree administrative routing and review responsibilities before collecting feedback. Do not rely on a periodic dashboard to handle information that needs the organisation's established escalation process.
An example to discuss with your team
Submit a fictional concern in the test environment; verify it reaches the agreed reviewer.
What to ask before you choose
Follow a fictional comment to its reviewer, including anonymous feedback and a named request expecting a response. The distinction should be clear without promising contact where none is possible. Agree cover for the queue and a way to identify unowned items.
Decide what happens after a comment arrives
Agree who reads new feedback, how cover works and which existing process handles a concern that needs a different response. The person writing a comment should understand whether the route is monitored for replies and what to do if they need timely contact. A periodic report cannot provide that explanation on its own.
Test three fictional examples: anonymous feedback about signage, a named request for contact and a concern requiring the practice's established escalation route. Ask the supplier to show who receives each one and what happens if the usual reviewer is away. Keep the next administrative action visible without encouraging software to make judgements that belong to authorised staff. Review items with no owner or unclear follow-up. If staff copy comments into private lists to remember them, the shared process may be missing a useful status or reminder. The aim is a dependable route from receipt to appropriate consideration, with the limits of the feedback channel clearly stated.
How to check the result
Count feedback items awaiting ownership.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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