CONNAUGHT SURGERY : PATIENT SURVEY RESULTS 2011/12

In 2011/12 Connaught Surgery launched a Patient Participation Group (PPG).

We invite a diverse group of patients of different ages, ethnic backgrounds and health needs to join the Management and Clinical team for discussions. The feedback on the introduction of this PPG from this Patient Group was very positive and those patients who attended were very keen for this to continue.

Any patients who are interested in joining this PPG are welcome and need to contact us for details of the next meeting.

Following discussions of the PPG the following key points were raised :

  • Clinical care
  • Appointment availability
  • Lack of patient awareness of Services offered by the Practice
  • Possibility of new Services e.g. emailing, texting options etc.
  • Waiting room notices
  • Emergency Urgent care
  • Complaints

Based on these issues, a Practice Questionnaire was developed.

These Questionnaires were then distributed by hand/post to patients covering a range of ages, ethnic backgrounds and health needs.

The results were collated and are available for viewing on the ‘Myhealthlondon’ Practice website. After analysing these results the following points were derived based on the Patient base who participated in the Survey :

Patients are satisfied with the clinical care received from the GP/Nurse

Patients are concerned about the availability of GP appointments

Patients are concerned about the waiting time for GP appointments once appointment booked

Patients are satisfied with the Nurse appointment availability and waiting times

Patients are not aware of current Services that the Practice offer – Telephone consultations, late night opening

Patients are attending the Walk-in centre or A&E when the Practice is open

Although the Complaints raised were derived to be low, some patients felt like making a complaint but did not do so - We here at Connaught Surgery look at Complaints as either a learning tool for us or a method of compromising/informing our operating protocols with the needs of the patient. It was therefore decided to review the Complaints policy and make it more accessible for patients who wish to complaint. Currently we direct patients to Reception. A solution to this may be to have complaint/suggestion/feedback slips in waiting rooms.

The Notices in the Practice are not clear as too many notices on the walls. The Viewing TV screen could be positioned better at eye level.

Patients showed interest in emailing/texting facilities for certain services.

Having discussed these issues the following can be concluded :

ACTION POINTS:

  1. To revise all GP clinic times and attempt to have more routine appointments available. Certain clinic times will be changed or merged to allow better time management for the GPs.
  2. Marketing issues – a monthly Newsletter will be available in waiting rooms and on the website highlighting new features, current issues etc.
  3. Email facilities will soon be available. The possibility of a texting facility for certain services is being investigated and will be discussed in the next PPG meeting.
  4. Patient education - Further investigation needed into patients using the A&E when Practice open. To be discussed at next PPG meeting.
  5. Waiting room notice boards to be revised and new ‘current’ noticeboard to be placed at Reception desk – ongoing.
  6. Suggestions/comments/complaint form to be available in all Waiting rooms for easy access for patient feedback.

The next PPG meeting date is to due to be held shortly and will be posted on the website and posters in the waiting rooms.

THANK YOU TO ALL THE PATIENTS WHO COMMIT THEIR TIME AND EFFORT IN SUPPORTING THIS GROUP