Bridgewater Family Medical Practice – Patient Survey
In November 2015 the practice carried out a survey of patient views with regards to three questions.
1. What do you like or appreciate about Bridgewater Family Medical Practice?
2. In your view what areas do you think we could improve on in the Practice?
3. Re Merger - what in your view are the three things you think it would be most important to get right at the new premises?
The practice wanted to find out from patients what they felt the practice was doing well and what could be improved on. The practice is currently planning to merge with Richmond House Practice and move to Whitchurch Community Hospital. It also wanted to know what aspects of the merger/move were important to our patients.
Open questions were asked so that patients could raise whatever issues they felt were most important to them.
Patients were also asked if they would like to be part of a PPG either by attending in person or by being willing to give comment via email.
60 patients completed the survey. 17 patients indicated they would be willing to attend PPG meetings. 45 patients indicated they would be willing to provide feedback by email (some indicated they would be happy with both).
Patient responses were grouped and are presented below. Some patients gave multiple answers to the question, others more limited responses.
1. What do you like or appreciate about Bridgewater Family Medical Practice?
2. In your view what areas do you think we could improve on in the Practice?
3. Re Merger - what in your view are the three things you think it would be most important to get right at the new premises?
Suzanne Lyttle
Practice Pharmacist
Dec 15
Action Plan
Potential areas for improvement / Action/ Comments / Timescale / RAGCall bell system for doctors / Will feed into plan for new premises.
Only requested by one patient / Dec 16 / New premises
Modernise surroundings / Planning to move to improved facilities at Whitchurch hospital / Dec 16 / New premises
Designated family planning service / Previously had this service but was not utilised. Will make patients aware via waiting room PowerPoint that they can book a family planning consultation at a time of their choosing / Feb 16 / Completed
Telephone System / No details given of issue. Busiest time is first thing. Additional staff to be available to take calls / Jan 16 / Completed
Later appointments / Extended hours appointments are offered 4 afternoons a week. Will ensure that display in the waiting area make this clear / Jan 16 / Completed
Longer appointments / More complex issues may need longer appointment and a longer appointment can be arranged where appropriate. If all appointments were longer not as many patients could be seen. Inform patients via waiting area. / Jan 16 / Completed
Make more use of WCH facilities / Already use this extensively for phlebotomy, x-ray, physiotherapy. Moving to WCH will make this easier for patients. Make patients aware of facilities at WCH via waiting area. No other action needed. / Jan 16 / Completed
Telephone repeat prescription service / Many medicines have similar names and having a telephone repeat request prescription service could increase the risk of the wrong medicines being prescribed. In line with national recommendations the practice does not accept telephone requests for repeat medicines to enhance patient safety. Inform patients via waiting area. / Jan 16 / Completed
Open Wednesday afternoons / Planned to open Wednesday afternoons once merged and in new premises / Dec 16 / New premises
Less use of locum doctors / Practice aims to use regular GPs as much as possible but it may necessary to see a locum e.g staff sickness, leave. Inform patients via waiting area. New partner starting in April. / April 16 / Completed
More magazines/toys in waiting room / Toys in the waiting room are an infection control risk and so we do not keep in the waiting area. A small selection of magazines and health related publications are available. It would be impossible to cater for all tastes. / Jan 16 / Completed
On-line booking / This is already available and this patient has been given a registration form.
To add info to patient ppt / Jan 16 / Completed
Appointments running late / Info added to ppt
Clinicians aim to deal with urgent medical issues within appointment slot and it is inevitable that some clinics may run late as a result. / Jan 16 / Completed
Saturday morning service / Previously had a Saturday service.
Late appointments already available as above for those who work.
Shropdoc available on Saturdays for urgent issues
Current NHS contract does not cover weekends.
Provide information to patients via waiting room. / Jan 16 / Completed
Links with local pharmacies / Unclear what was meant by this comment.
All three local pharmacies collect prescriptions from the surgery.
Electronic prescriptions can be sent directly to nominated pharmacy.
Practice supports Pharmacy First Scheme
Practice Pharmacist liaises with community pharmacies regarding individual patients as appropriate and has become a point of contact for local pharmacist queries. No direct actions identified. / n/a / No action indicated
Extended nursing hours / To discuss at next practice clinical meeting / Jan 2016 / Completed
Parking / Currently unable to provide parking at the surgery. Parking issues will be considered for the new premises at WCH / Dec 2016 / New premises
Faster appointment/referral / Urgent appointments are available on the day. If no appointments are left a clinician will ring the patient and if necessary ask the patient to come in as an extra.
Referrals – specialist appointment wait after referral is at the discretion of the hospital/specialist clinic. Inform patients via waiting area / Jan 2016 / Completed
Phlebotomy service at surgery / Move to WCH will make this easier for patients as all will be on one site. / Dec 16 / New premises
Action Plan updated 1/4/16