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8. Patient engagement

This chapter looks at what good access is, simple demand assessment and capacity planning techniques, and how to ensure adequate staff levels for call handling.

In this section

8.1. Techniques for engaging with patients - closer engagement with patients has developed rapidly and is now seen as a vital activity...
8.2. Setting up a Patient Participation Group - the number of PPGs in England is increasing - 40% of practices now have one. Each PPG will be different, evolving to meet local needs...
8.3. Real-time patient feedback - with a good feedback system, you can increase your understanding of what patients think about your practice, understand areas of concern...