Alton Street Surgery
Local Patient Participation Report
The practice is keen to keep in touch with the views of our patients to ensure we continue to provide the best possible service. We have an active Patient Participation Group (PPG) thathas been in existence for several years and meets quarterly, and this year we have extended this patient involvement by forming a virtual Patient Reference Group (PRG). We recruited members to the PRG via our website, flyers in the surgery, and also at our ‘flu day’, and were pleased that 128 patients (49 male and 79 female) agreed to participate. With one exception the members are all White British, and the age range is shown below.
To be as inclusive as possible we offered a range of contact methods. This was made possible by a member of our PPG who offered to take responsibility for those members who had expressed a preference for telephone contact ora home visit for the purpose of surveys.
We are continuing with our efforts to recruit members through publicity in the surgery, so that the PRG is more fully representative of our patient population and includes a greater number ofyounger people, male patients, and migrant workers.
Results of Survey 1 -
Booking and Attending for Appointments
We consulted with our PPG (the ‘parent’ patient group) members on the format and content of our first survey, and it was agreed that we should concentrate on booking and attending for appointments. The number of proposed questions was reduced from twelve to five, with the PPG members feeling this would be better received. We had an exceptional 103 (80%) replies to the survey, and would like to thank all of our patients who took the time to respond.
The results are as follows:
Any Other Comments
Regarding Q4. I would use if I couldn't get through on the phone but I prefer the human voice.
I think the service that I've received is exemplary in all respects and the staff are all very mannerly.
You’re doing a grand job!
Very pleased with HerefordHospital & community follow-up to recent operation.
Any doctors are usually available. Welcoming and friendly always
The surgery is very good. Good doctors - all of them! I moved to the surgery 30 years ago and everything is absolutely fine.
No problems at all
I feel that patients capable of using the screen in the Lobby to log in their arrival should be encouraged to do so - somehow! Recently on a long wait for an appointment the Receptionist was called to the desk on a number of occasions by patients who had not bothered to use the automated system.
The non availability of an appointment with a particular doctor is the problem we find. Receptionists are on the whole helpful. Have not got around to using the internet booking service yet.
Q5. One letter should suffice. The consequences should be explained. There is more than enough postal wastage by informing patients to make appt. To discuss test results when appointments have already been made (that is my experience anyway). The receptionists are always very helpful - I cannot fault. I would try the telephone service initially
Excellent in every respect. A very well run surgery indeed.
I continue to find your attention and care first note. However I dread feeling ill during the night and at weekends - unfortunately illness cannot be organised. I have no internet.
I like to speak to a person rather than a machine
Re Q5. Is it possible to identify patients on the computer when making an appointment. If so - perhaps the receptionist could say please let us know if you are unable to keep your appointment. Then if the problem continues send a letter and make it veryclear they will be removed from the surgery register. Making sure also that they are stopping others who need to see the doctor. Myself and my family value the service you give. I do not have the internet.
A very good and efficient service all the time.
Regarding Q5. A phone call might be appropriate as sometimes a letter can be upsetting especially to an elderly person who genuinely forgot an appointment.
I have always found receptionists very helpful and patient if one is uncertain about booking an appointment
Q5 The answer to this question would depend on the working of the letter e.g. a mild reminder might be appropriate everytime. A slightly stronger reproof might be warranted after missing a few appointments.
An excellent system for meeting patient needs.
I have no internet access
Q1 Appreciate having a real human on the end of the phone, buy may use keypad system if phones were very busy. I appreciate being able to book an appointment well in advance (e.g. 2 weeks ahead) as well as being able to see a doctor (not necessarily my own GP) at short notice.
Some receptionists question you on why need to see the doctor. As they are not medically qualified they should not do this. Allow a little more time for each appointment so that later appointments do not get delayed.
I find no fault in any field at Alton Street Surgery
All services are first class and we are most grateful for them. If patients fail to keep appointments on a regular basis, sending letters cost the surgery money, a warning letter stating that they may have to look for a new surgery perhaps? We have no internet.
Very happy with the care and services I get at Alton Street Surgery
We are all fortunate with the service from all members of Alton Street Surgery when looking at attending for appointments or getting help with prescriptions. I do not use the internet. Many thanks.
Please do not change the system - too much for us older ones!!
I know you have a record of the appointment. Sending a letter is a waste of money.
The difficulty in parking makes it difficult to arrive on time for an appointment. This can cause stress to people already not feeling good!
I have found everything very helpful at your surgery. No complaints whatsoever
I have no internet
A letter should be sent after missing two appointments.
I have always felt very blessed with our Doctors, the surgery/cottage hospital, and the service offered at Alton Street. In times of need or emergency having such a great resource with excellent Doctors is very reassuring.
Very satisfied and grateful patient.
Excellent staff. No complaints what so ever.
The access to the practice, and the ease of booking appointments with the doctors has always been a strength of Alton Street. Access to the nursing staff is more difficult. Just occasionally the part time profile of the medical team has caused some problems, but not of a significant nature.
I shall use the internet service when I have gone through the necessary registration.
A very good service
I am very happy with the surgery and all the Doctors are very kind and helpful.
As a relatively new customer to Alton Street Surgery, we gratefully appreciate the excellent services. Excellent!
It would be useful to have a website with a note of contact numbers, opening times, out of hours procedure, duty chemists, doctors on the rota for the practice.
Q.5. A letter should not be sent unless patient repeatedly fails to arrive. I am particularly pleased with the way staff respond to my requests when asking for repeat prescriptions and the fact that they can remind me when I last asked for a particular drug. I keep all the prescription sheets I have from the pharmacy but this is an added check on forgetfulness as one tries to plan for future requirements. I also like the review date seen at the bottom of prescription sheets. And of course a big thank you for everyone’s calm politeness so early in the morning.
Question 5 begs the question as to what sort of warning is implied. Is there an implicit threat of removal from the practice list? There has to be at least a face-to-face meeting before such a step; better perhaps that a telephone call be made in the first instance. On another matter: I personally regret the fact that there appears to have been a policy decision not to have a receptionist visible at all times behind the reception desk. The automated 'check-in' procedure is clearly helpful but not everyone will be using it and there are certainly occasions when I have seen people arrive and hover uncertainly as to how they get somebody's attention. Moreover the presence of a smiling and cheerful receptionist helps to de-fuse anxieties and prevents a feeling that the patient is just another statistic, even if you need to wait to speak to her. Please may we have 'feed-back' on the feeling of the practice on these matters.
With regards to number 5. Although I have ticked "yes-a letter should be sent every time," I wonder how time and cost effective this would be for the practice -perhaps a notice could be put up in the waiting room reminding people of the cost and inconvenience it causes when patients fail to attend for appointments. Also, perhaps a pointer could be put by their name/patient number on the computer so that when they next ask for an appointment they could be reminded that they had previously missed one.
Seems harder to get evening appointments now, difficult if you work out of Ross
Because it is so easy and a pleasant experience, I would prefer to make appointments in the usual way.
Car parking at the Alton Street surgery site is becoming a serious problem for those patients who have mobility problems.
We are very satisfied with the services the Practice provides and find the internet appointment system excellent. Thank you !!
please send details of how to use the internet for appointments and repeat prescriptions> E-Mail preferred . gr8 practice
I would like to know more about delivering prescriptions to a patients' home if they find it difficult to collect them themselves.
Ref Q.5, There is only a point in sending a letter if some stiffer penalty is actually going to be imposed, should the letters be ignored. Idle threats are a waste of everyone's time.
Find the reception area has become very impersonal
In discussing other people’s experiences with their doctors surgery I am of the opinion that our surgery is above average. It seems to me we don't have to wait too long to see the doctor of our choice and the other services, such as asthma clinic, blood tests, repeat prescriptions, etc are excellent. The one thing my Wife and I would love to see is the surgery doctors providing a "out of hours" service. PS I will try and use the online service for repeats, etc.
Q5 a warning letter is a very aggressive statement and may be responded with aggression. Perhaps a different wording would be more productive
I have found in the eight or so years that I have been using Alton St Surgery everybody I have dealt with has been professional, courteous and friendly without being over familiar. I feel confident in the service provided,
Ref. item (5) I think a letter should be sent after missing a 2nd appointment, not after a few.
Item 3. I would like to use the internet but, when trying to use the service in the past, have experienced difficulties. Possibly I need more specific lessons. Item 5. Any letter sent by the practice should point out that failing to keep an appointment is most discourteous to the clinicians and possibly inconveniences other, more deserving, patients. Regular offenders should be fined and/or directed to another practice.
I find your service very quick, reliable & helpful
I am very pleased and satisfied with the surgery
I think the present appointments system is excellent because it gives the chance of being able to choose appointment times and doctors on line out of hours.
I didn't answer question 4 as I didn't feel strongly enough either way and there was no other option.
NB why not a follow up call to patients that miss appointments, to see if they need help + encourage future good behaviour ?
Response to the Results of Survey 1 -
This report on the survey has been sent to all members of the PPG and PRG, and proposed actions have been discussed with the PPG members.
Questions 1 - How easy do you find booking an appointment at the surgery?
and
Question 2 - How helpful do you find the receptionists at the surgery?
The responses to the survey clearly indicate that the receptionists are doing a good job answering the phone, booking appointments and assisting patients; but there was one additional issue highlighted in the comments section:
Policy on not having a receptionist at the front desk – We do not have such a policy, and receptionists respond to patients waiting for assistance, but they can be hidden from view if they are standing opposite the entrance door.
Action: We are aware that the receptionists’ view of this part of the front desk has been obscured by the addition of a ‘confidentiality’ screen, and propose to counter this by moving one of the desks to a more forward position.
Question 3- We currently offer an internet service whereby you can book your own appointments and order repeat medication. Are you aware of this service?
28% of the respondents were unaware of this service. We already publicise this on the website and in the surgery, and all new patients are given information on registration.
Action: In addition, we will periodically highlight this service on the right hand side of all prescriptions.
Question 4 – Would you use a service where you can book your own appointment by simply using the keypad on your telephone?
This type of solution to demand for appointments via the telephone had been considered previously, but it was believed there would be resistance to using such a system. We were, therefore, surprised by the high level of willingness to use this service (43%).
Action: The costs and benefits of purchasing such a system will be reviewed.
Question 5 –If patients fail to arrive for an appointment do you think a warning letter should be sent?
Our ‘did not attend’ (DNA) rate has always been relatively low, but has been increasing in the recent past. With a constantly rising list size and consequent pressure on appointments, we felt that we should be more actively managing patients who DNA. This view is supported by the results of the survey, with 96% of respondents believing we should contact patients in such circumstances.
Action: A system of issuing a warning letter following two DNAs in the previous 3 months will be instigated.
In response to other comments:
Delivery of prescriptions is available via Benjamins (sited in the Community Hospital). For more information telephone 01989 562466.
Our website address is and details of the internet prescriptions/appointments are available on the website or from reception.
Although the following information relating to appointments is readily available in our practice leaflet and on this website, we are reproducing it here for the convenience of the reader.
Appointments
Our surgery and clinic times are by appointment only, and may be booked up to six weeks in advance. Please book in advance if possible, or say if you need an urgent appointment.
Appointments may be booked in person, on the telephone, or viaour website(standard appointments only). Please noteyou will need to register for access toon-line appointments - click on Online Services in the box on the right hand side of this screen or ask at reception for a leaflet.
Our standard appointments are 10 minutes. There are some 5 minute appointments at the end of surgeries, but you should be aware that these are only 5 minutes, and only for urgent problems.
When you request an appointment, and the 10 minute slots are full for that surgery, you will be offered the alternatives of a later surgery, an appointment with a different doctor, or a 5 minute appointment if one is available. Please help us by only taking the short appointment if the problem is one that needs to be seen quickly - and remember that we are unlikely to be able to deal with several problems during that consultation.
As always, if you no longer need, or cannot attend, a booked appointment, please let us know as soon as possible so that we may offer the appointment to another patient. A lot of appointments are wasted by people who book, but then fail to turn up.
Appointments may be booked directly with the Practice Nurses, Health Care Assistants and attached Midwives - you do not necessarily need to see a doctor first, but do bear in mind that certain tests and investigations, e.g. blood tests, will need to be 'ordered' by a doctor.
Expressing a preference
You may express a preference to receive services from a particular doctor or nurse, either generally or in relation to a particular condition. If you wish to do this, please write to the Managing Partner, who will ensure that your preference(s) will be recorded in your records. We will endeavour to comply with your request, but there may be occasions when we may not be able to do so.
Requesting a consultation
If you are over age 75 years, you may request an annual consultation with a doctor or healthcare professional. Similarly if you are aged between 16 and 74 years, and have not seen a doctor or healthcare professional in the preceding three years, you may also request a consultation.
Telephone Appointments
If you feel you do not require an appointment, but would like to speak to a doctor for advice, please ask the receptionist for a telephone appointment. You will be given a time when the doctor will endeavour to ring you back, although this may not always be possible and may be at a later time.
Emergencies
During surgery hours ring the usual practice number and tell the receptionist the nature of the emergency. The duty doctor will be contacted as soon as possible, or it may be suggested you should call the ambulance service.