Frequently Asked Questions
Look for an answer to your query under one of the six headings below…
Things to know before you get started
To be able to release a valid Colleague Feedback Report, we will require responses from at least 6 Peers and 6 Support/Junior Colleagues.
To be able to release a valid Patient Feedback Report, we would require you to return a minimum of 17 completed questionnaires to us.
Special Circumstances: If you are unable to meet these requirements then we will usually accept written consent from your Responsible Officer to release your report with feedback from no less than 6 colleagues (3 Peers, 3 Support/Juniors) and 7 patients.
NB: MAAR Gateway specifically requests that any locum/agency doctors using their service receive feedback from AT LEAST 15 colleagues and 20 patients before releasing their Doctor 360 Feedback Reports!
NB: Please be aware that we do not currently process GMC questionnaires
The process for completing the colleague questionnaire and the self-assessment should take between 15 and 20 minutes to complete. The patient feedback should take around 5 minutes.
For patients there is a separate questionnaire containing 21 questions, including one free comments question.
This depends largely on how long it takes for your colleagues to complete the questionnaire and how frequently you are able to obtain feedback from patients.
As a rough guide, from the date that you nominate colleagues to provide you with feedback, you should allow at least 4 weeks before your report will be released.
The system automatically sends reminders to colleagues who have not responded and you are able to go online using your unique password and check your progress and encourage colleagues to respond.
The Doctor 360 Team will release your patient report once the online self-patient assessment has been completed and a minimum of 17 (20 for MAAR Gateway users) completed questionnaires have been returned. Please allow 5 working days from our receipt of the completed questionnaires for your report to be released.
Your report will be discussed with your appraiser; no one else will see your report unless specified by your Trust.
Yes it is confidential, however in the event that feedback is provided anonymously, which causes the Responsible Officer (RO) to have concerns over patients’ safety, he or she may request that the reviewer is identified so that the concerns can be evaluated. In short, patients safety takes precedence over anonymity.
NB: if you have serious concerns about a colleague you are obligated to report these concerns in line with GMC guidance.
The Doctor 360 software will work with any browser that is currently supported by its provider, for example Microsoft in the case of Internet Explorer. We will also try where possible to make the software compatible with older browsers. For example, although Microsoft no longer supports Internet Explorer 8 (as of 12th January 2016), we know that some NHS systems still use this version so we do all that we can to make the system work with it.
Yes; Doctor 360 can be purchased as a fully integrated element of the renowned Revalidation Management package ‘PReP’ by Premier IT. Please get in touch and we can arrange for one of the Premier IT team to talk you through the options.
Registration
One-off payments: If you wish to purchase for yourself, or up to nine Doctor 360 colleague and/or patient feedback exercises on behalf of a doctor, please go to our Buy Online page. Some GP areas and agencies are registered for discount codes so, if unsure, please check with us first before paying: call us on 0117 3328277.
NB: If you require more than 9 accounts then please contact us, as there may be a reduction in price and we can create an invoice for you.
Large designated bodies: If you’d like to enquire about installing Doctor 360 as part of your organisation’s appraisal system, then please get in touch with us.
Individual members of organisations who hold an account with us: Please contact your Revalidation Support Team to find out when you will be issued with a feedback account. If you are unsure, please contact us at support@doctor360.co.uk.
No problem – you can checkout as a PayPal guest when purchasing your Colleague and/or Patient Feedback. Once you’ve clicked on ‘Pay Now’ you can select to pay as a guest, rather than creating or using a PayPal account.
Alternatively, if you’re struggling we can issue an invoice to be paid via BACS transfer. However please be aware that the set up time will be slower for this method.
If your feedback exercise was purchased on an individual basis, please allow two working days after payment to receive your login details.
All feedback exercises purchased during any out of office hours will be activated on the next working day. Login details will be received upon activation via email.
Please email support@edgecumbe.co.uk if you receive an error message when trying to access the Doctor 360 website, or check the following:
Username: Your username is the email address you have been set up with. If you have more than one email inbox linked to the system, please check which email address you need to use.
Login issues
Please check the following when you are entering your login details:
- Have you used the correct email address (sometimes system users forget whether they should use their personal or work email)?
- Have you entered your email correctly?
Password: If you have forgotten your password, please click on the ‘forgotten password?’ link on the login page to reset it.
Activation link:
Please note that the activation link is a one-time access link. Once activated, you will have to log in using your unique user details via the login page.
If you use the PReP appraisal system, you don’t need a separate set of login details for Doctor 360. Simply go to your PReP homepage and click on the grey ‘Doctor 360’ tab to access your colleague and patient feedback account. Contact your local PReP administrator if you don’t have access to the tab.
If you are interested in using Doctor 360 as part of the full PReP appraisal portfolio, please get in touch:
Email: marketing@premierit.com
Call: 0800 182 2355
Patient feedback
As a standard process, the patient questionnaire and declaration form documents are located in the ‘Patient Feedback Tools’ icon on your Doctor 360 account homepage. Here you will find links to the PDF documents, including an easy read and nurse version of the patient questionnaire.
We recommend that you print out 30 patient questionnaires, as well as one declaration form for each person responsible for collecting patient feedback. We require a minimum of 17 completed patient questionnaires in order to release your report.
If you would like to order a sealable patient questionnaire pack, you can do so by clicking here. Our pack includes 25 feedback forms, instructions and envelopes.
Completed questionnaires should be returned in one batch, either by posting via recorded delivery in one large envelope, or by scanning and emailing forms as a PDF file to patientfeedback@edgecumbe.co.uk.
We can upload a maximum of 50 patient responses as standard. If you would like us to upload more than 50, we can do this for an additional charge.
Notes:
Please be aware that some organisations specify particular methods for the collection of patient feedback and for the number of responses required, so please always check with your appraiser/revalidation team first.
MAAR Gateway specifically requests that any locum/agency doctors using their service receive feedback from AT LEAST 20 patients before releasing their Doctor360 Patient Feedback Report.
The declaration form is the document we provide for obtaining proof of the individual who collected your patient questionnaire data. This should usually be a specified colleague or set of colleagues who carry out the exercise on behalf of the doctor. However, in some circumstances this is not possible, so doctors can sign this form themselves.
ATTENTION: We will not be able to input any patient questionnaire forms that aren’t accompanied by a signed declaration form.
Please see the GMC case study for locum doctors here.
We would normally ask you to nominate one colleague to manage this for you (this is usually a receptionist but can be anyone you work with). If you are working in more than one practice, you can ask a colleague in each practice to manage the patient feedback questionnaire distribution and collection process. Please ensure that each of these colleagues signs the declaration form (or completes their own declaration form, if that is easier). Additional declaration forms can be printed from your Doctor 360 account.
Alternatively, if you do not have colleagues that can manage this process for you at each practice, you can administer patient feedback yourself. It is important that the anonymity of the process is maintained, so please leave the patient questionnaires by the door, alongside several envelopes. Ask the patients to collect a form and an envelope when leaving a consultation and ask them to seal the completed questionnaire inside the envelope and leave in a box outside your door.
Note: MAAR Gateway specifically requests that any locum/agency doctors using their service receive feedback from AT LEAST 20 patients before releasing their Doctor360 Patient Feedback Report.
There are two options for returning completed patient feedback questionnaires. Please select only one. Whichever option you choose, please ensure that you send a complete pack:
- Minimum of 17 responses (please check as this number can vary depending on the organisation you are with).
- Signed declaration form.
Option 1: Scan and email
Email PDF scans of questionnaires to patientfeedback@edgecumbe.co.uk. Once your attachments have been delivered successfully, you will receive an automatic reply to confirm we have received your questionnaires.
Note: Please ensure the file size is less than 12MB to ensure that there are no issues with email delivery. If your attachment is larger than 12MB, please split the PDF files into two or more attachments and email them separately.
Option 2: By post
Send completed questionnaires to:
Edgecumbe Doctor 360
Edgecumbe Consulting Group Ltd
Whitefriars
Lewins Mead
Bristol, BS1 2N
Colleague feedback
Log in to your account, select the ‘Colleague Feedback’ tab and enter the names and email addresses of at least six peers and six support/junior colleagues into the table by using the search function (or enter their details manually if they are not registered on the system).
It is important to select colleagues who work closely enough with you to have formed an impression of you. It is equally important to avoid the temptation to select only those colleagues with whom you work well. Getting feedback from colleagues with whom your relationship is strained can provide balance to the feedback and help you to understand their perspective.
Your appraiser will be happy to discuss the selection of colleagues with you and you should seek their advice if you are unsure.
You may well be asked to provide feedback for a colleague. Please remember that your feedback is very important to your colleague and you are encouraged to think carefully before responding. It may be helpful to think about how you would like developmental feedback on yourself to be written.
Try to be honest, but considerate and constructive. If you are adding comments, please be balanced, mentioning the qualities that you appreciate in your colleague, as well as any aspects that you feel should be developed.
If possible cite examples to illustrate your points.
The Doctor 360 system will only send out your invitations once you have nominated the required minimum amounts of colleagues for feedback. This is 6 of your Peers and 6 of your Support/Junior Colleagues. Once you have made your minimum amount of nominations, the Doctor 360 system will send the invitations within thirty minutes of the last person being added.
Please ask your colleague to go back to the questionnaire within their Doctor 360 account, make sure all of the questions have been answered, and then click ‘Finish’ on the very last page. This should then submit the feedback, and will show as ‘Complete’ within your account.
Please check whether any of your colleagues have been marked as ‘essential’ (there will be a tick in the ‘essential’ column next to their name in the list of colleagues you have nominated). Should you no longer require their feedback, you must update their essential status. Please contact the support team (support@doctor360.co.uk) so they can update this for you. Providing you have met the minimum response requirements, you will be able to release the report.
Obtaining your feedback reports
Once all minimum requirements have been met, head over to the ‘reports’ tab. Here you will be able to click the ‘release report’ button.
Should your organisation require an appraiser to approve the colleague report before it has been released to you, they will be notified that the report is ready to be viewed.
The download button will be greyed out until the appraiser has approved your report. You will receive an email once the appraiser has released it.
For patient feedback reports, if paper copies have been sent to Doctor360 or your revalidation team to upload, this will be uploaded within five working days. Responses collected via digital methods will be released by your nominated appointee once the minimum requirements have been met.
The Doctor 360 team will release your patient feedback report within 5 working days of receiving your completed online self-patient assessment and a minimum of 17 completed patient feedback questionnaires and 1 signed Declaration Form.
Contact us if you have not received your report within 10 working days of posting or 5 working days of scanning the completed forms back to us.
Online patient feedback
You can now collect your patient feedback online. Please nominate an appointee in the ‘patient feedback tools’ tab to assist you. Once this has been completed, email links and QR codes can be generated and sent to patients to make the questionnaires more accessible.
We have created a PDF poster including an embedded QR code, which you can download, print and display in your consultation room or waiting room. Once the QR code has been generated, this can be accessed either in the ‘patient feedback portal’ or the ‘patient feedback tools’ tab.
Demo videos and guides are available for you and your nominated appointee to help you navigate the system. These can be found in your ‘support materials’ tile.
If you are unable to find an answer to your query here then please get in touch with the Doctor 360 support team who will be happy to help:
Email: support@edgecumbe.co.uk
Call: 0117 3328277
What do doctors think?
High standard, easy and fast – that’s what our customers tell us about our assessments. We love talking to all our customers, whether they’re doctors, revalidation managers or other professionals. This is what they say:
I have been very impressed with the whole process and have been recommending Edgecumbe to everyone.
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Dr Helen Taylor GP: NHS South Yorkshire & Bassetlaw |
I must compliment your service so far …Easy phone access for help, Prompt correspondence, Good instruction/helpful pdfs, Intuitive website, Easy to use online areas and nice informative lay out.
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Andrew Hudson GP Lead Quality and Patient Safety (NHS South Cheshire CCG) |
Edgecumbe have excellent customer service and I will certainly recommend them to other practices. When I have called or e-mailed they have been very friendly and efficient.
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Tyronn Tate Practice Manager: Wincobank Medical Centre |
I can honestly say the Client Support is really excellent, couldn’t be improved and all are a pleasure to deal with. Well done, you truly deliver a wonderful and efficient service.
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Lorraine Bowman Appraisal & Revalidation Officer: Bolton NHS Foundation Trust |
Thank you for all the help that you have given me.... it has been invaluable, and so pleasantly provided. I feel that the level and quality of service that you have provided to me needs to be acknowledged.
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Anonymous Consultant: BMI Healthcare |