High street pharmacist group Lloydspharmacy is to further improve its customer service offer by rolling out a feedback scheme, it was announced today.
Working alongside patient experience specialists iWantGreatCare (IWGC), the national pharmacy & healthcare provider will enable customers at its stores in the south-east of England to provide real-time feedback on their in-branch experience.
The scheme, which uses a modern, innovative social networking approach to gather feedback from service users, will be introduced in January next year after successfully being trialled on the group’s Online Doctor service.
Steve Howard, Director of Professional Standards at Lloydspharmacy, commented: “Lloydspharmacy believes passionately in improving the quality of the service it provides to patients and customers and recognises that sharing of feedback is critical to any improvement.
“Working with IWGC complements our mission; to ensure everyone gets the great care they expect and deserve. I am looking forward to seeing the response from our customers and know that it will give us valuable insight to what we’re doing well and areas we need to focus on.”
IWGC was set up in 2008 to allow NHS patients to rate individual GPs and hospital doctors on the care they provide via an online database and now lists.
Its business model fits in with the stated aim of the current UK government; to introduce more choice into the NHS by allowing patients to compare different healthcare providers, which it in turn hopes will raise standards of service.
Dr Neil Bacon, founder of IWGC, commented on the partnership with Lloydspharmacy: “The vision of IWGC is to bring innovative, open and transparent approaches to healthcare: harnessing the experience of patients to help organisations deliver excellent care every time.
“It is a pleasure to work with the committed and professional team at Lloydspharmacy who place such importance on monitoring and understanding the experience of their patients and customers - and using the real-time insight IWGC provides to ensure continuous improvement.”