Agenda for Virtual Meeting
Patient Reference Group– August 2015
- PATIENT & STAFF FEEDBACK JANUARY – JUNE 2015
If you are interested in reading the full reviews / reports, please click on the respectiveweblinks.
NHS Choices – Station House Surgery page – 3 Star rating currently
iWantGreatCare - 4.5 Star rating currently
GP Survey 2015*
In general our patient responses compare favourably with national and local rates. The responses that are less favorable than the national /local rates have been highlighted below.
Possible Improvement areas* (from GP Survey 2015)
- 69% describe their experience of making an appointment as ‘good’
- 66% are satisfied with the surgery's opening hours
Station House Surgery currently offers core hours of 8.30 – 6.30pm Monday to Friday. Extended opening is available Monday until 8pm and Tuesday from 7.30am with our medical staff.
- 67% would recommend this surgery to someone new to the area
Surgery Comment:The majority of patient feedback has been around the Telephone Consultation system. We need to be aware that much of the feedback is historical and predates significant system changes that patients are now able to access.
e.g. Moving away from a purely telephone consultation system;a range of different types of appointment including Face to Face bookable with a GP by patients; we continue tomonitor and review the system to find the best access and capacity match for our patient population.
Telephone waiting & answering times are also improving (see action plan Outcomes)
Does the group feel that further awareness raisingof different types of appointments is needed?
- PATIENT ARRIVAL SYSTEM
Currently patients do not register their attendance in the surgery for appointments.
Drivers for Change
- Patient complaints have been made over the past 6 months due to misunderstandings regarding who is present when waiting for appointments.
- Issue identified during our CQC inspection – Outcome 4 (see Station House Surgery website)
- Fire safety - this could also be helpful in alerting staff as to who is in the building in the event of a fire.
There is a facility within the surgery’s EMIS patient record and appointment system to link in with Patient Registration software which would be accessed by a touchscreen.
Implications: Financial; logistical (placement of screen etc) ; patient education
Does the group believe that this is key priority for the surgery to explore in the interests of efficiency?
- SURGERY SIGNAGE
The signage both internally and externally is badly in need of updating. This issue has been highlighted by practice staff.
Drivers for Change
a)There is no signage to indicate the presence of the surgery at the entrance to the front carpark.
b)Signage is unclear at the entrance to the building
c)GPs names have not be updated at the front of the building and do not reflect the GPs currently working at Station House Surgery
d)Internal signage is untidy, unclear and inconsistent due to the inability to properly update following staff changes.
Implications: Financial; Logistical
Does the group believe that surgery signage system update is a priority for Station House Surgery?
- PREMISES
Premises are leased by the surgery. The surgery areas although converted from the original Station Building are now in need of modernisation. Costs associated with repairs for heating and lighting within the surgery areas are significant. Some remedial works only provide temporary repair. Some areas within the surgery appear tired and tatty and are in need of an update.
Does the group believe that this is a priority for Station House Surgery? If so what specific items do members believe should be addressed as a priority?
- WAITING AREA USAGE AND ROOM CAPACITY
The current Doctors waiting area is large and underutilised. In comparision the nurses waiting area is small and often oversubscribed. There is potential for reviewing how the waiting areas are used and possibly reconfiguring accordingly.
Does the group believe that this is a priority for Station House Surgery?
- Are there any other suggestions or comments you would like the surgery to consider?