Crofton & Sharlston Medical Practice 2012 / 2013 Questionnaire

You said – We did

81% of patients completing the 2012/13 questionnaire rated our practice as good, very good or excellent – however, what about the remaining 19%??

You said ……… / We did …….. / Result ………
Can be difficult to contact the practice by telephone / Introduced the before 10 and after 10 idea …..
Before 10am for
-same day appointments where possible
-Home visit requests
After 10am
-Test results
-Repeat prescriptions
-Pre bookable appts
Introduction of a local telephone number for those using mobiles or fixed tariffs / Tried to spread the times when people phone for things to prevent 8am being the busiest time.
Seeing a GP / Nurse within 48 hours / Introduced flexi appts
Introduced lunchtime walk – in appts with a Nurse Prescriber / We looked at this last year as 17 patients out of 265 completed returns mentioned this as a problem.
We hope by introducing these additions, will give patients better flexibility when needing to be seen.
Wanting to see a GP / Nurse of patient choice / Make available a typical weeks “who’s where” chart so people wanting to wait for a specific GP / Nurse will know when they are at that site. / As the practice has 2 locations, all GPs cover both sites on a rota. Some patients commented that they would be prepared to wait for a specific GP, but didn’t know when they would next be at a certain location.
We agreed to make this information available for a normal week, although a caveat in there saying it will probably change during holidays and sickness – so to check with reception for latest info.
Being able to speak to a GP or Nurse on the telephone / Practice to promote this better
We trained reception staff on when and how to offer these to patients / 26 out of 265 patients said this was poor, which was disappointing to hear as this facility was and still is available.
We regularly audit this service and find that not all available slots are used
Length of time waiting for an appt in the practice / Reception staff to keep patients informed if GP running late
EMIS arrival screen does inform patients if GP seeing is running late
Each GP aware of these comments and asked to consider any change / It is inevitable that sometimes clinical staff run over the allocated time, and the comments acknowledged this. However, the 18 patients who raised this said it would be helpful to be kept informed of extensive waiting times.
Hopefully the changes suggested will help
You said ……… / We did …….. / Result ………
Reminder systems of on-going health checks / Review all types of recall systems
Implement tighter process with one of our recall systems / 10 patients commented that our recall system could be improved, which was disappointing and prompted us to review how we do this.
We have made slight changes to one of our respiratory recall processes
Comments made about appointments in general / Regularly review the appointment availability (capacity v demand) and make any appropriate changes / Dr Hall and PM looked at last 3 months appointments on availability v usage to see if any obvious mis match or changes in need of making
Advertising changes to our services / Try to make better use of
Practice website
Patient info screen
Practice leaflet
Posters
Village magazines / Several of the comments related to services that we already offer (ie extended hours appts, side entrance at Crofton, telephone slots), which made us realise we need to promote / advertise these services over as many available opportunities as is possible.
Sharlston branch site can be very cold in bad weather.
Also needs a “freshen up” / Despite annual service and checks, the heating does seem to be a little temperamental so
Diagnostic test on system and faults corrected
Quote for redecorating and new blinds in reception / A warmer building! Not sure what they did but since this check up the problem appears to have gone. We will monitor this on a regular basis
Quotes received and work on-going
Parking at Crofton HC / Contact Head teachers at both local schools for help
Message in village magazines and on patient information screen / Car parking problems due to parents picking up children from school(s) or going to shops
Confidentiality in waiting areas and reception / Poster requesting patients to give person in front more space
Poster informing patients that if they would like to speak in confidence to advise the receptionist and she will sort / Limited space and so cannot separate the two, however, we can put up posters requesting people respect others privacy etc.
Did discuss playing music but decided against this as staff find it difficult hearing in Crofton anyway, since the new screens have been installed. We will monitor and see how it goes.

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