Patient Survey April 2009

Dated: 9-Aug-09

We would like to thank all of you who took the time to complete the survey. I have highlighted below the key points from the survey. The full survey results can be seen on the surgery website.

The survey was undertaken to help us in the planning of services here at the surgery, we have been aware of the issues surrounding telephone access and getting too see a named GP. We have now received additional funding to go ahead with the planned changes. The changes to the surgery have been explained in a Patient Newsletter. I trust you all received your copy.

I would like to concentrate on the survey.

We received 416 returns from a possible 495. Of the 416 we also received 169 written comments. The comments can be summarised into the following categories:

• Praise for the surgery: 86 such as-
  • Building and other issues 17
  • Staff Issues  13
  • Waiting times 6
  • GP Choice 7
  • Opening Hours 17
  • Telephone access 22

I would like to take this opportunity to address each of the categories:

Telephone Access - We have 12300 patients at the surgery, this is increasing weekly. We have to accommodate a large number of people, and at times we may get this wrong.  The investment in the new telephone system will hopefully stop the morning rush to get an appointment. The surgery has always allowed advanced bookings and encourages patients to phone later in the day to pre book an appointment. Selecting the most appropriate appointment will also help, it is not always necessary to see a GP, we have a highly trained nursing team who offer a wide range of services.

Access to a named - Patients are no longer registered to a named GP, you are registered at the surgery. We do try to ensure that you see the same GP for continuity of care. This is not always possible due to other commitments and holidays. As stated above you can pre book appointments up to six weeks. Try not to leave it to the last minute.

Waiting Times - The doctors at the surgery take pride in offering a first class service, at times this may mean that the waiting times for others is delayed. The doctors deal with issues raised on the day rather than postponing them. We will be letting patients know if a doctor is running late. I hope that you will understand on this as at some point it may be you who needs the additional time.

Opening hours - The surgery does recognise that for some patients getting to see a doctor during normal hours can be difficult. We have started extended hours, appointments outside of normal working hours; please ask when booking an appointment. These are for routine appointments and cannot be booked for emergencies. The additional clinics timetable will be displayed at the surgery. We also offer telephone call backs during the afternoon.

Staff Issues - The reception staff have a very demanding role at the surgery. We strive to ensure all patients are dealt with efficiently and correctly, at times this can go wrong. Rest assured we do take comments and complaints seriously. The staff training programme is ongoing and deals with issues raised. 

Building - The building is now 21 years old and is in need of a spruce up. We are pleased to say that during the coming year the surgery will be revamped. Detailed plans and a timetable will be available as soon as possible.  Some comments asked for better reading material, we do recycle magazines and literature and change then regularly. Toys for children are also left out; however these are offered destroyed or stolen. A limited amount of toys will be available.

Other Comments
Patient responsibility, you have a responsibility as well as us. Some comments on “I didn’t get my test results” causes concern, you are told on booking a test to contact then surgery after 7 to 10 days. We do have a dedicated test result line for this. If the results are abnormal the doctor will contact you straight away, if the results need discussing but are not abnormal will book an appointment. Please remember that we conduct hundreds of test weekly.