Local Patient Participation Report 2013-2014
You may have been asked recently to participate in our annual request for feedback as we take time to analyse how our patients feel about the service provided.
We use GPAQ (the general practice assessment questionnaire) which is a recognised way of finding answers to questions which are recognised as most frequently asked in a general practice environment. The answers to these questions are collated for dissemination and discussion.
We would like to thank all of our patients who participated this time and we are pleased to share the outcome with you.
The markings are matched to the GPAQ benchmark which gives us an idea on how we compare to other practices who use this tool. We are very pleased to report that you have good regard for the doctors at the practice with higher than average results achieved for their thoroughness, their listening, being put at ease, involving you in their decisions, explanations given and their caring and concern. We also score well with telephone communication with the doctor and which we are trying to encourage thereby possibly obviating the need for a visit to the practice.
In the areas where we scored less than the average it helps us to identify areas that we will strive to improve, to review and revaluate objectives, introduce and reassess performance.
We did not meet the average score on satisfaction with opening hours, waiting times to see the clinician whilst in the surgery, telephoning in and seeing the usual doctor.
We are currently open from 08.30 until 18:00 week days, with one evening session until 21:00 for patients who find it difficult to access the surgery during the day. As you are most probably aware this matter is being reassessed nationally and it has been muted that further extended hours may at some stage be introduced. In the meantime we continue to offer an evening opening service and we know from many patients who use this service that it is appreciated, so that time need not be taken off work. We will of course keep our patients posted on any further developments.
You will be aware that our appointment times for the doctor is broken down into 10 minute intervals, this time deemed appropriate for the average consultation, however whilst some may take between 5 and 10 minutes there are others which prove to be more complex which take that bit longer. We do try and prevent this happening by blocking out some 10 minute appointment slots for catch up purposes, but regret that there are still instances where it happens. If the doctor is seriously behind we will always inform the patient on checking in to expect a delay and although not satisfactory, the opportunity is always there to rebook. Please rest assured that all of the clinicians do their utmost to work within the 10 minute timescale, but particularly if emergencies occur our priority has to be to provide the care required to the patient.
We have some good news! At long last a new telephone system is about to be installed. We will have more incoming lines. We have decided against messages as these do elongate the call and thereby prevent other callers getting through. We are very optimistic that we can provide a very much improved service in this respect and you will shortly see the benefits.
SEEING YOUR USUAL DOCTOR
We will always seek to provide appointments with your preferred clinician for routine appointments. Due to some of our staff working part time, if patients should need an urgent appointment, they may need to see the “On Call” Dr or the Nurse Practitioner.
Last summer Dr Alex Hill left to work in a surgery closer to her home. There was invariably some impact felt as our patients do get used to seeing the same doctor when this is possible. For just over six months we needed to employ locum doctors to bridge the gap until a replacement could be found. It is accepted this course of action, although a necessity at the time, meant that it was difficult for patients to see their usual GP. In addition one of our nurses Diane Jenkins left to further her career in a speciality field of public health. The Partners decided to strengthen our team and elected to take another Partner and a Nurse Practitioner. We are very pleased to say that Dr Katherine Anthony has joined the practice we now have Nurse Practitioners Debi Dobbing and Kath Pincott.
There are now more appointments available and with more choice we have improved the prospect of seeing your preferred clinician.
In general we are pleased with the results achieved. You tell us that our receptionist service is above average and we know that our clinicians are diligent and caring. We take very seriously the criticisms highlighted and please rest assured will do all we can to improve and sustain high levels of service.
Should you wish to raise any issue in relation to this annual report please contact Mr Les Boyd or Mrs Marlene Bayles the Practice Managers who will be happy to discuss matters further.
ORDERING A REPEAT PRESCRIPTION?
Our existing on line prescription request service has now been upgraded and all patients wanting to request their repeat medication will need to register for on line services. A personal log in and password will be issued once registration is complete (Upon log in you will be directed to your own personal repeat medication list). This update will take effect from 20th February 2014.
Registration forms and further information available from reception.
A modern information system has been developed, which will make increased use of information from medical records with the intention of improving health services. The system is being delivered by the Health and Social Care Information Centre (HSCIC) and NHS England on behalf of the NHS.
It is important that the NHS can use this information to get a complete picture of what is happening across health and social care and to plan services according to what works best. The new system will provide joined-up information about the care received from all of the different parts of the health service, including hospitals and GP practices.
Do I have a Choice? Yes - you have a right to prevent confidential information about you from being shared or used for any purpose other than providing your care, except in special circumstances. If you do not want information that identifies you to be shared outside your GP practice, ask your practice to make a note of this in your medical record.
Further information can be found by visiting www.nhs.uk/caredata.
NHS - 111 Service
What to do when the GP practice is closed:
- If you need medical help fast but it’s not an emergency call 111
- If it’s a life-threatening emergency call 999
NHS 111 is the number to call when you need medical help fast but it’s not a life-threatening emergency.
- Calls to 111 are FREE from landlines and mobiles
- NHS 111 is available 24/7, every day of the year
When to call 111
You should call 111 when:
When to call 999
Call 999 for life threatening emergencies such as:
Saturday / Sunday – All day
More information can be obtained from the Practice Manager
Monday to Friday:
08.00 to 18.00 Emergencies only before 08.30
One evening a week doctor appointments