Performance against our patient charter

Our charter sets out six commitments that patients, relatives and carers can expect from us when they raise a concern about a doctor. This page provides an update on what we’re doing to keep these promises and what more we’d like to do.

Why have a charter?

We launched the charter in November 2019 to:

  • help patients understand what they can expect from us
  • help us identify how we can improve the service we provide to patients.

Patients want to be able to raise concerns easily and need to trust that they will be taken seriously. We may not always be able to provide the outcome or answer that patients want; but we do want to make the experience of raising a concern as easy, fair and empathetic as possible.

We’ve looked at our processes and data to find out how we are meeting our commitments and to identify any gaps. We are keen to learn more about what the experience of raising a concern with us is like, and how we can make it better.

What have we found so far?

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What happens next?

Evaluating the charter has enabled us to learn how we can improve patients’ experiences when they raise a concern about a doctor with us. We've completed some improvements already, such as the work we did to make it easier to raise a concern online.

Our corporate strategy (2021–25) includes a commitment to make sure that everyone who interacts with us – through our processes or our communications – is met with empathy and efficiency. This commitment, which we’re calling ‘every interaction matters’, provides an opportunity for us to continue to improve the GMC experience for patients.

We would like to explore new ways of measuring patient satisfaction with our services and using the feedback to make improvements. We will continue to embed the promises made in the charter in our documents and correspondence with patients.