Peer Review - Bristol PCT's Customer Service to BME People

The review focussed on the customer service experience of Black and Minority Ethnic people, looking at how existing services/process currently respond to patient concerns and also to comment and advise on a proposed new service currently being designed. The review team was asked to address the following questions; using the ‘patient journey’

  1. How effective are Bristol NHS organisations at currently responding to complaints by BME patients?
  2. How do Bristol NHS organisations currently understand and respond to BME community concerns at the service interface, executive and middle management levels?
  3. How does Bristol Primary Care Trust take account of the concerns of BME communities in the commissioning process?
  4. How effective will the proposed new service be at improving service delivery for BME communities?

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