GENERAL PATIENT EXPERIENCE FEEDBACK
We received 212 completed questionnaires, all of which have been made available to all doctors, nurses and staff to read. Your opinions are valuable and below is a summary of issues raised more than once.
Things you think we do well
We were very pleased to learn that the vast majority of patients were extremely satisfied with the service provided.
Here are some of the responses:
Friendly, polite and efficient receptionists
Well looked after by doctors and nurses
Fit in patients quickly with urgent problems
Good internet facility for booking appointments and requesting prescriptions
Having evening surgeries for full time workers (predominantly)
Triaging calls (quick and often saves having to come for appointment)
Timely and quick referrals to hospitals when required
Diabetic care
Redirecting patients with rashes to side rooms
Able to request blood forms (and other things) without having to make an appointment
Things you think we could do better
The main issue is having difficulty booking an appointment with the doctor of your choice within a short period of time
We operate a system whereby any patient can book with the doctor of their choice rather than each patient being allocated to one doctor whom they must always then see apart from times of absence of that doctor. Waiting times can then vary depending on patient demand to see certain doctors. Patients failing to attend their appointments without letting the surgery know is an increasing problem.
Please let the surgery know if you cannot make your appointment - this will free up more appointments for other patients.
Difficulty getting through on the telephone
We have increased the number of telephone lines and receptionists but at busy times (especially mornings and particularly Mondays) the telephone lines are soon. blocked.
We encourage patients to register for internet bookings for routine appointments and prescriptions. This then frees up the phone lines for more urgent matters.
Please ask at reception in order to register for this.
Waiting a long time in surgery after your appointment time
This is regrettable and the main reasons are either because patients have more complex health needs which require more than a 10 minute consultation or more often that patients with more than one problem (and sometimes several problems) in one consultation. The patient may be asked to re-book a further appointment but generally the doctors try to avoid this because it then means the waiting time to book a routine appointment are increased. Also if we increase the consultation time there will then be even fewer appointments to offer.
Need for more doctors
We have increased the number of clinical staff available since Dr. Hinton retired. We have regular locums and also Dr. Mugglestone who works part time. We have also employed a full time nurse practitioner and have additional hours from our health care assistant. If plans to open another practice in Sowerby Bridge go ahead we will then have fewer patients. If this does not happen we shall be looking then at increasing further the number of doctors on a more permanent basis .
More out of hours surgeries (evenings or Saturday mornings)
We currently have four late evening surgeries every week with appointments that can be booked in advance.
Following the opening of another practice in Sowerby Bridge (or the taking on of additional doctors if this does not happen) then this issue will be addressed further. At the present time increasing the current doctors out of hours workload would have to be balanced by a reduction in their "in hours" working time.
Water/tea/refreshments in the waiting room
This has also been considered before but concerns over spillages on a hard floor thus increasing the risk of falls and injury means the health and safety concerns are too great to warrant this facility at present.
TV and play area in waiting room
We already have a small play facility for children. This is designed in order to keep within health and safety guidelines both for the children and other patients. Some surgeries have a TV installed but we find that the volume has to be turned down making the value of this small. We feel music is more appropriate.
Longer time period for collecting prescriptions
This is currently being addressed and a collection time from 08.30 a.m.- 6.00 p.m. the day following the prescription request has been implemented.
Occasional difficulty with reception staff and doctors
Individual issues are discussed either by the practice manager with the member of staff concerned. Clinical issues are addressed by Dr. Catlow or one of the other doctors.
Patients are advised to address any concerns to the Practice Manager. If a particular member of staff is involved then it is most helpful if the name of the staff member, doctor or nurse is given.
Training in the evenings
This was looked into as it would free up more surgery time but would of course mean doctors, nurses and staff working more evenings. This may be something which is developed in the future but would impact on the current late surgery appointments which are very popular.
Cleaner waiting area and toilets
This has been discussed and is being addressed.