VPG – Results of Patient Survey 2014 & Action Plan
What do you think are the most important issues on which we should consult our patients? For example, which of the following do you think we should focus on:
Appointment system and getting an appointment Yes / No
Secretarial issues Yes / No
Reception issues Yes / No
Prescription issues Yes / No
Waiting room & Reception area Yes / No
Any other…..
Please feel free to add any further comments…..
RESULTS & ACTION PLANS
Appointment system and getting an appointment -
You said……
- Hard to make an appointment with my own GP and too many patients
- It would be helpful if there were more “same day appointments” available
- Appointment system in disarray this year – needs sorting out!
- Lack of continuity with own GP
- Difficulty getting appointments
- More appointments at short notice required
The outcome was…..
Medical Students have undertaken an intense in-house patient survey relating to the appointment
System, the results were discussed with the doctors and Practice Manager and changes are now being
made to be more compatible to the requirements of the patients. Introduction of “hot clinics” for children
under the age of 5 years – available both in the mornings and after school hours. A more intense “on
call/duty doctor regime” whereby patients who require to be seen on the day for more urgent cases can
be given an appointment or triaged by a doctor over the telephone during the course of the
morning/afternoon. Emphasis is being placed on the provision of more “telephone consultations”. 48 hour
appointment booking has been increased so as to provide patients with accessibility who do not have an
urgent problem that requires to be seen on the day, but can wait 1-2 days when an appointment is
available.
A flow chart for staff has been established as to how we assess with the patient what their requirements
are for an appointment.
Access to the Advanced Nurse Practitioner / Nurse Practitioner has increased due to the newly recruited
Advanced Nurse Practitioner.
Recruitment of Salaried GPs to cover various sessions will assist appointment accessibility in the coming
months. This may help some patients to try and obtain appointments with the doctor of their choice for
continuity purposes.
The number of staff on the telephones has been increased during peak periods, i.e., between 8am-10am
each morning, all staff are available to take phone calls from patients. This has relieved the queuing time
on the phone for patients booking appointments or other.
In relation to the future opening of GP surgeries during the course of weekend days is still under discussion
nationally and locally. Currently Mastercall Healthcare Service provide the out of hours cover for the
practice between 1830-0800hrs Monday-Friday and from 1830hrs on Fridays through the weekend until
0800hrs on Monday morning. Cover by Mastercall Healthcare Service will also take place on Bank
Holiday Periods and when the surgery closes in the afternoons from 1300hrs for CCG Events, all of 2014
dates for closure are available on the surgery website and posters are displayed in the surgery & entrance
to the surgery close to the dates. Chemists are also issued with closure notifications (put in their collection
folders at the surgery).
Secretarial Issues –
You said…..
- Patients’ comments surrounding secretarial issues were more to do with the time taken for
results/letters to be received from outside agencies (hospitals etc).
The outcome was…..
Where we have results for patients readily available, the secretarial team will discuss with the patient directly. We will always try our best to obtain results from the other agencies, but sometimes these can take time.
Reception Issues –
You said…..
- Reduce queuing at the reception desk
The outcome was…..
The introduction of a table/forms/plastic bags and receptible for patients bringing in samples to the
practice in the foyer has reduced patient queuing at the reception desk.
The introduction of a table/repeat prescription forms for patients in the foyer has reduced patient queuing
at the reception desk. Patients are able to place their request directly into the post boxes near to the
table.
Prescription Issues –
You said…..
- Variable reaction times on dealing with pharmacy prescriptions
- Patients are not informed, prior to them coming to the surgery to collect their prescriptions, if there is a
- problem or any reason why a prescription request may not be done by the doctor
The outcome was…..
There have been many measures taken to ensure that the turnaround for prescriptions is now 48 hours for
normal repeat prescriptions and if more urgent than that, 24 hours.
Discussions with the local chemists have taken place to try to reduce number of duplicate faxed
prescriptions and they have taken this on board in a positive manner.
The introduction of the Medicines Management Team working in conjunction with the Prescription Team
has been very productive.
Staff training enhanced.
The introduction of a table/repeat prescription forms for patients in the foyer has reduced patient queuing
at the reception desk. Patients are able to place their request directly into the post boxes near to the
table.
Patients have asked if they could be informed if there is a problem with their request prior to them
coming to the surgery to collect it and being informed at that point (i.e., not due, or unable to prescribe
for some reason…) > this is not always feasible due to the amount of prescriptions done on a daily basis
albeit if something is highlighted by the doctors whereby the patient needs informing, then this will take
place.
Waiting Room & Reception Area
The waiting room has taken on a different design in the last 3 years which has brought about different
reactions from patients. Some feel it has been uplifted, whereby others preferred the previous design.
You said…..
- Reception desk in the wrong place – sometimes causes queuing outside the main door to the
waiting area
- No arm rests on the seating
- People invade your space whilst speaking with the receptionist / Some patients feel that there is a
lack of confidentiality at the reception desk
- To have door hooks, shelving, hot water signage in the toilets this has been completed.
- Patients complained about the stains on the patient toilet flooring and state of decoration in the
toilet area
- Patients requested that a clock be placed in the waiting room area A clock has been placed in the
waiting area.
The outcome was…..
At busy times in the reception area another receptionist is called down to assist.
Measures are taking place to put arm rests on the seating
A marked out space in front of the reception desk has been done so as people can have some aspect of
confidentiality at the desk / posters are displayed in the reception area advising patients to ask the
receptionist should they wish to be taken aside to discuss matters that are of a confidential nature – space
at the side of the reception desk is available or a room will be provided.
The provision of door hooks, shelving, hot water signage in the toilets has been completed and the patient
toilets have been repainted and new flooring is awaited
A clock has been placed in the waiting area.
Wall mounted hand gels have been placed around the building
Other
You said…..
- Patients asked about the provision of dog hooks / bicycle rack facilities outside the building
- Patients have mentioned the “dripping” guttering outside the main entrance
- The outdoor lighting on the building has been updated so as to provide a safely lit area for patients
- accessing the disabled car parking.
The outcome was…..
With regards to the guttering, this is in the process of trying to be replaced, once we have sourced the
guttering manufacturer, but in the meantime, has been maintained to stop the dripping.
The outdoor lighting on the building has been updated so as to provide a safely lit area for patients
accessing the disabled car parking.
Positive Feedback
The emergency (Same Day Appointment) system works very well
All services are excellent – fantastic GP’s – best I have ever had
Very happy with the service at the medical centre – always very caring and efficient
All GPs, nurses and staff are very polite and pleasant
Services have improved – it is good that services are reviewed from time to time
Patients often ask if we display/show their “positive feedback letters” to the practice team. We
do have a “Positive Feedback Board” for the practice team in the administration area of the
practice …..these are just some of the various comments received :
“I cannot speak highly enough of this practice. Amazing response times. Amazing to have children (and
often adults) seen so quickly. I am totally impressed”.
“I just wish to express my sincere thanks for the recent attention and care I have received. The follow up
letter which I received makes one feel respected”.
“I would just like to say that your Practice has been truly wonderful to me during my recent illness –
everyone from the receptionists, to the nurses and doctors, I am very grateful to you all for your care and
kindness”.
“I have been registered with this GP practice for about a year. Excellent GPs, well organised practice
and really helpful receptionists/admin staff. NHS at its best!”.
“My appointment was short notice and the doctor was very efficient and reassuring as was his advice
and suggested way forward”.
“I have been registered with the practice for about a year and I have always been impressed with the
quality of service received. I have filled a compliment form with the NHS Trafford website, but also
wanted to express my gratitude in writing. We, as a family, feel very privileged to be registered with St
Johns Medical Centre.”
“Receptionist – lady is outstanding and her excellent people skills should be acknowledged”.
Partners: Dr JP Allred Dr RV Bell Dr CJ Davies Dr TG Earnshaw Dr NP Lord Dr DJ Marsh Dr MS Sangha
Practice Manager: Ian Sadler