230 Surveys Were Sent out and 116 Returned 50% Completion Rate

PATIENT SURVEY 2016
ACTION PLAN

GP National Survey January – March 2016 with results published July 2016.

230 surveys were sent out and 116 returned – 50% completion rate.

We are very pleased with the results of this latest survey achieving above national average in most areas.

Areas where the Practice does best:

·  Patients find it easy to get through to the surgery by phone

·  Patients describe their experience of making an appointment as good

·  Patients would recommend this surgery to someone new to the area

Areas below the national average that we could improve:

57% of respondents usually wait 15 minutes or less after their appointment time to be seen….national average 65%.

We try to encourage patients to book a double appointment if they need a longer appointment time or have many things to discuss with a GP but are aware that this is not always possible. If a patient has a complex problem or there is an emergency this can make a clinician run late which has a knock on effect. A notice will be put up in our waiting room to inform patients.

We will continue to improve and review our appointment times with all our clinicians. We have added catch-up slots into clinic sessions to help alleviate delays and we will review which clinicians have the highest delays and review their appointment template.

We will encourage our reception team to keep patients informed of any delays and when appropriate why, so they are aware there may be a wait or to give patients a chance to rebook their appointment.

Cont/d…

77% of respondents say the last nurse they saw or spoke to was good at involving them in decisions about their care.…national average 85%

84% of respondents say the last nurse they saw or spoke to was good at explaining tests and treatments.…national average 90%

As part of our long-term plan to meet rising demand, this year we recruited a practice nurse and health care assistant.

We have invested in time for an experienced nurse to complete a mentorship course in order to support and train our new staff. This is ongoing and we expect future surveys will show these areas have improved.

The results of the GP survey and our Action Plan will be discussed in meetings we hold regularly in the Practice and this is on the agendas as a regular feature. The Action Plan will be published on the Practice website.

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Brockwood Medical Practice – The Surgery, Tanners Meadow, Brockham, Surrey, RH3 7NJ
Tel: 01737 843259 Fax: 01737 845184

North Holmwood Surgery – Tel: 01306 885802

Newdigate Surgery – Tel: 01306 631242

Email:
www.brockwoodmedicalpractice.nhs.uk