in may 2011 it was agreed with the patient participation group (ppg) to conduct a practice survey to seek the views of our patients regarding

In May 2011 it was agreed with the Patient Participation Group (PPG)
to conduct a Practice Survey to seek the views of our patients
regarding the service we provide at the Practice. It was agreed by the
PPG that we would use the General Practice Questionnaire (GPAQ) which
had worked well in previous years as it looked at a broad range of
areas across the practice and that the results would be compared to
National Averages. The PPG agreed to deliver the survey in the waiting
room over a two week period in the summer, the survey went very well
and our PPG members were available daily to assist patients in
completing the questionnaires. The questionnaires were then sent away
for external analysis and reporting. The Practice received an overall
Practice report (copy attached, please click on link next to the
heading) and the doctors received their individual reports for their
own personal further development. The PPG, doctors and staff discussed
the findings and discussed the areas highlighted by the report. The
PPG were particularly pleased with the achievement in available
appointments at the surgery (the result is above the national
average)as the practice has worked hard over the past year to ensure
there are more available appointments and to offer flexible times
throughout the day. Question 8b was discussed "the ability to speak to
a doctor on the phone". The Practice had already introduced a call
back appointment facility, where the receptionist adds call back to
the end of the Doctors surgery, this is for patients to discuss
queries/concerns relating to previous appointments etc, this however
does not replace a face-to-face consultation and there are times when
a doctor may ask the patient to make an appointment. This call back
service is not formally advertised but exists for receptionists to use
where necessary, it was agreed that this would now be added to the
website, practice leaflet and newsletter. Question 9b "how often do
you see your usual doctor". The overall practice result was affected
as one of the Doctors work one morning and one evening per week. It
was agreed that unfortunately this cannot be changed but was the
reason for the low score in this area.
It was decided to look at Question 2 "the way you are treated by the
receptionists". Although this area was not highlighted for concern it
was agreed that any improvements would be useful as still slightly
under the national average score. A patient had suggested a "Smiley
Face" survey which allows patients to complete a colour coded card in
the waiting room informing us of their experience contacting and
visiting the practice on their appointment day. This allows the
practice to deal with any issues on a daily basis and to discuss the
results with the on duty reception staff and doctors, identifying any
concerns and improving the service we are providing quickly and
efficiently to improve the results for Question 2. The survey also
allows patients the let us know how well we are doing.
The survey has now been implemented, it is working well, but we would
like to encourage patients to complete the survey cards when they
visit to help us to improve our service to you.
Opening Hours, extended hours and contact details for the practice are
displayed on the home page on this website for your information.
October 2011

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