Patient Partnership Quality Mark (PPQM) | The Royal College of Chiropractors

The RCC Patient Partnership Quality Mark: Meeting Patient Expectations

“The Royal College of Chiropractors believes that chiropractic services should be centred on the users of those services. The College supports the delivery of services that are flexible and responsive to the needs of patients, acknowledging them as partners in their own care.”

This view is endorsed by The Royal College of Chiropractors Lay Partnership Group (LPG), a forum that provides a patient and public viewpoint with regard to College business, and develops initiatives to support patient advocacy. The LPG has a number of patient and public representatives, including the Chairman of the Chiropractic Patients Association, as well as chiropractors who work with the group to provide professional advice.

On 28 September 2006, the Group launched a new quality mark for chiropractic practices. This Patient Partnership Quality Mark (PPQM) is awarded to recognise excellence in terms of meeting patient expectations. Practices are required to demonstrate they meet patient expectations in a wide range of areas, as identified by the lay members of the LPG, including the following:

Accessibility
Booking systems and out-of-hours cover
Cleanliness and safety
Privacy
Communication
Patient education
Record keeping
Other forms of care offered

Practices are also invited to explain how they undertake other activities to meet patient expectations in ways not envisaged by the LPG.

Applications, which need to be supported by relevant evidence, are considered by an LPG-appointed panel and judged on the form submitted, although the panel reserves the right to check the veracity of statements made, as necessary. Practices vary enormously in terms of size, however the size of a practice is not a deciding factor with the PPQM and each application is considered on its own merit.

Successful Practices receive a plaque and, in addition, permission is granted to use the ‘kite mark’ logo on practice correspondence and literature. This provides a clear message to current and prospective patients. The award is made for a period of three years after which a further application is needed if the quality mark is to be retained.

Over time, it is envisaged that this initiative will serve to identify new examples of good practice as well as promoting and identifying standards for best practice in terms of meeting patient expectations.

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