Feedback from the meeting on 19 April 2017
Come into the surgery on 31 May at 9 30am or 22 June 4 30 pm to register for the online services where a member of the PPG will take you through the registration process (please bring identification with you)
Feedback 1:
The last 6 months the following information relating to appointments for Doctors and nurses were:
Appointment Numbers seen Non-Attenders
October 6388331
November 6788498
December 5654448
January 6776485
February 6109391
March 7187510
We asked you what should be done and we received the following responses:
Fine them
Exclude them from the North House Surgery
Make them come in and sit to wait for their next appointments
Put in the stocks on the Market Place
Find out why they did not attend or did not cancel
What can we do?
Whilst some of the suggestions may sound appealing, because of the constraints placed on Surgeries they either cannot or are difficult to implement.
What we are doing:
- Drafted a letter for patients who regularly miss appointments to find out why they could not attend the appointment
- Ask why they did not cancel the appointment to enable it to be allocated to someone else
Did you know that you can cancel appointments on line, at reception or by telephone on 01388 762945 The lines are less busy after 9 00am.
Feedback 2:
Why do the Surgery not text me a reminder of an appointment?
The North House Surgerydo send out texts to patients however you may not have signed up to receive texts. Check the online services to check you have signed up for texts…….. Come into the surgery on 31 May at 9 30am or 22 June 4 30 pm to register for the online services where a member of the PPG will take you through the registration process (please bring identification with you).
If you are already registered with the online services if so check that you have allowed SMS notifications:
Go to ……online account manager then… Change contact details…scroll down to allow SMS notification.
Feedback 3:
Can we have appointments late in the evening?
From 1 April appointments can be booked through 111 between 6 and 8 in the evening and on a Saturday and Sunday at the hubs which are based in Bishop Auckland and BarnardCastle. The appointments are only available through 111, patients cannot just turn up without an appointment.
Feedback 4:
Why are my prescriptions never right?
If you have a specific problem with your prescription then please contact the North House Surgery or the Patient Participation Group.
Did you know that you can order your prescription online and ensure that you only order what you need? You can make a custom request by working through:
Medication request notes
You can use this field to create a custom medication request using free text to order what is needed.
Why do some patients get repeat prescriptions for 1 month and others 2 and 3 month?
It is whatever the Doctor feels is appropriate
Feedback 5:
Why do the reception staff keep asking what is wrong with me and why I need to see a Doctor? The area is not an area where it is confidential
The staff are trying to direct patients to the most appropriate person who can deal with whatever is required. This may not be a Doctor, it could be a clinical practitioner nurse or another nurse. If you feel uncomfortable talking then you can write down the nature of your problem and this will prevent the conversation being overheard. We recognise that people can feel uncomfortable especially if the nature of their problem is sensitive. There is also the facility to request to speak in private.
Feedback 6:
Why can I never get a follow up appointment with my Doctor when he/she asks to see me again in 3 weeks? When I go to reception I am told there are no advance appointments and I will have to ring back each day at 8 00am.
Every Doctor has the facility to make/book appointments in advance. They can also give you a piece of paper to take to reception which ensures an appointment is booked for you.
Sometimes a Doctor may say if you are no better in 3 weeks come back to see me. They will not book an advance appointment in these circumstances.
Feedback 7:
Why do I have to make an appointment to receive my test results?
Based on the feedback received Doctors and Nurses will telephone patients with tests results rather than an appointment having to be made. There may be some circumstances when this is not appropriate.
Feedback 8:
Why can I not book an online appointment with a nurse?
The Nurses undertake a wide variety of task however not all can do everything. The feasibility of this is something that is currently being investigated.
The Patient Participation Group welcomes your feedback and we are planning more Open days and evenings.
The AGM is to be held on 18 May 2017at 15 00 at North House Surgery, all patients are welcome to attend. To help plan for the event please let the staff at reception know you will be attending.