Performance

Local Care Direct measures performance in a number of ways to ensure we are meeting the required standards and the expectations of patients, employees and members.

Our call handling and triage systems and processes ensure we can monitor our out of hours response times and quality of service across 11 national standards and we follow this up by conducting a monthly survey of patients to establish their views of the service.

We also record the complaints we receive and, while these are very low when compared to the thousands of patients we help every month, each and every complaint is treated seriously so any issues can be resolved.
 
As well as recognising our achievements, we also believe it is important to focus on the difficulties that patients experience when using the services. By doing this, we can identify ways of overcoming such problems.

LCD consistently demonstrates strong performance across all business measures and we believe our ethos of always looking for ways to improve what we do ensures we maintain a clear focus on patient care.