In my latest article for Dentistry Scotland magazine, I explain why patient consultation groups (PCGs) are an excellent way of getting feedback from patients and explain how to set up and organise them.

1. Dentistry SCOTLAND’s in practice
Golden nuggets
Jacqui Goss expands on patient
consultation groups as a great way of
getting valuable feedback
Previously, I explained the benefits of more rural Scottish dental practices. They Be prepared to explain fully the
getting patient feedback and what to do rely on bringing people together in their purpose of the PCG and why you wish
with it. However, I mentioned only briefly own time, which may not be practical if the patient to attend – essentially,
patient consultation groups (PCGs) and patients live quite a way from a practice. because their feedback is valuable. If,
have had requests to describe them in after sending a written invitation, you
more detail. telephone a patient, you can answer any
Organising questions or concerns they have.
When organising a PCG and a meeting or Although, ideally, you want a cross-
Patient consultation groups meetings, there are a number of practical section of patients to be involved don’t
These are meetings involving patients considerations. I mentioned last time that worry if your group is not completely
and a facilitator, with some of the 12 to 15 invitees is about right – probably heterogeneous in terms of age, gender,
dental practice staff present. Patient around 10 will actually attend. Don’t length of time with the practice,
consultation groups appear to be new worry if you get lower numbers – many complexity of treatment and so on. Some
to dentistry but have been around in the market research focus groups comprise common characteristics within the group
medical and health profession for some only 6 to 10 people. may help people to feel comfortable
time. Focus groups, which are essentially You can choose potential candidates with each other.
similar, also have a long history in market for a PCG in many ways and will probably If your practice has a suitable room,
research. need to use more than one method. hold the meeting there. Early evenings
This also succinctly describes the Asking patients after their appointment are probably best, although Glasgow
purpose and value of PCGs – the group can require a lot of explanation and and Edinburgh practices may decide
interaction produces golden nuggets of becomes time-consuming. You can to hold them at lunchtimes – to save
feedback. Before we get carried away, I hand or send patients written letters of people having to travel back into the
should mention that PCGs might not suit invitation, or telephone them. cities. Evenings when Scotland is playing
football in a televised match should be
avoided for obvious reasons.
Jacqui Goss
is the managing partner of Yes!Results. By using Yes!Results dental
practices see an increase in treatment plan take-up, improved patient Have a moderator
satisfaction and more general enquiries resulting in appointments. In terms of a PCG, you need a moderator
Yes!Results turns good practices into great practices. or facilitator to not only chair the
Contact Jacqui on 08456 448066,by email: jacqui@yesresults.co.uk,
visit www.yesresults.co.uk and www.facebook.com/Yesresults or
meeting in a formal sense but to
follow @Yesresults on Twitter. encourage and steer discussion and
involve all participants. Just because it
44 February 2012

2. Dentistry SCOTLAND’s in practice
is your practice or you are the principal
dentist, it doesn’t mean you should do Dr Anita Gibbs, a research officer at the Probation Studies Unit,
it. In fact, any member of the practice Centre for Criminological Research, Oxford University, wrote in an
article published in 1997:
team acting as facilitator will have
a hard time encouraging open and ‘The main purpose of focus group research is to draw upon respondents’ attitudes, feelings,
honest comments. You need someone beliefs, experiences and reactions in a way in which would not be feasible using other
methods, for example observation, one-to-one interviewing, or questionnaire surveys. These
perceived by the patients to be attitudes, feelings and beliefs may be partially independent of a group or its social setting, but
independent of the practice. This could are more likely to be revealed via the social gathering and the interaction which being in a
be a trainer, a consultant or someone focus group entails.’
from your local Chamber of Commerce.
They should be thoroughly briefed on
the practice, why you have set up the
PCG and on what particular areas you are question such as: ‘What made each of he or she should also allow topics
seeking feedback. you choose this practice?’ raised by the group to be explored and
The moderator/facilitator should I should mention that two or three discussed – this is, after all, the genuine
introduce themselves to the group, practice team members can attend feedback you are seeking.
explain their relationship with the the meeting. The practice manager, End the meeting at the promised
practice and state whether they are someone from the clinical team and one time (an hour and a half in length is
being paid a fee and/or expenses. of the front of house staff is probably about right) and give each participant
best. They are there to clarify points a thank-you gift, such as a voucher for a
and answer questions – not to adopt a department store.
Sparkling discussion defensive attitude. They are also there to Hopefully you will find that holding a
Following an opening session that note (mentally and in writing) key points PCG provides valuable golden nuggets of
explains the purpose of the meeting and from the discussion. feedback, make sure you act upon it!
gives each attendee an opportunity to The moderator then influences (but In my next article, I’ll talk about patient
introduce themselves, the moderator doesn’t direct) the topics for discussion feedback on social media and how to
can lead off with a fairly general open based on prepared questions. However, handle complaints made online.
February 2012 45