Patient Survey 2008 Results

Areas where you were pleased with our service

•  Our Receptionists

•  Waiting Times

•  Ringing through to the practice

•  Phoning through to a Doctor for advice

•  Your Doctor's caring and concern.

Areas where you thought we could improve

•  Our Opening Hours - more flexibility Some patients find it hard to get appointments

•  How well your Doctor listens and puts you at ease Your Doctor's patience and how they explain things

•  How much time your Doctors spends with you How well your Doctor asks questions and involves you

•  You feel that you may not always get to see the particular Doctor of your choice

•  Some patients feel there was a lack of continuity of care due to not seeing the Doctor of choice

There remains some concern and confusion over the questions relating to outcomes following the visit to the Doctor.

What we changed following last year's survey

•  We reduced the time the surgery closes over the lunchtime period

•  We now answer all telephone calls over the lunchtime period and deal with all enquiries - this service used to be restricted to 'Emergency calls only'

•  GPs will return telephone calls to patients to provide clinical advice - Receptionists will ask for details for the GPs' use

•  Staff were trained to ensure compliance with current Government Guidelines and Legislation

•  The Repeat Dispensing Scheme was expanded to allow patients to obtain medication directly from their Pharmacies

•  We enhanced our website and email facilities to improve patient access

•  We installed a new telephone system to improve access for patients phoning the surgery and added a call recording system for calls made to and from the surgery, to help us give you a better service

•  Evening surgeries remain popular and have been retained

We extended our phlebotomy service to increase the availability of services in the Treatment Room.

How we hope to improve our service to you in the coming year

•  We hope to hold a meeting with a Patient Focus Group to discuss the results of this year's survey

•  Areas for improvement will be identified and consideration given to necessary change

•  Improvements to the premises are planned to enhance the patient experience.