SUMMARY OF COMMENTS MADE ON PPG COFFEE MORNING/AFTERNOON TEA
SESSIONS IN RECEPTION AREA
1. Patient came here for one prescription, was told the other had gone through
electronically. When he got to Chemist it had not been sent. Patient had to come
back up to Reception to collect as it was behind reception. Then Patient returned
back to Chemist. Not good. General Instruction has been given to all Admin staff.
2. Re Healthier Radcliffe – a very useful service as I was able to get an appointment to
see someone within 25 minutes of my call. My daughter has also used the service
and found it extremely convenient. Comment has been passed Hemlata Fletcher,
Operations Manager, Healthier Radcliffe.
3. One patient did mention some difficulties getting through on the telephone, via
electronic answer system. And then being asked if they would see a nurse as
opposed to a doctor, or having to wait in for a phone call. 1. Tel line only has 16 lines
so system limited. 2. Telephone triage or consultation can be undertaken by a Nurse
Practitioner not a nurse – there may be confusion regarding the roles. The Nurse
Practitioner cannot issue sick notes but can diagnose prescriptions and refer
onwards. NP role already included in a previous newsletter but a reminder may be
useful.
4. It would be most helpful if there was a dentist available as it is not possible to find an
NHS practice in Radcliffe. This is unlikely as not a decision to be made by Practice.
5. Very happy with most things at Red bank but there are a couple of things that could
be improved. On line appointments are very difficult to be arranged. As are
telephone appointments with Dr Newton. The new triage appointments with a nurse
very good. 1. On line appointments – Practice Director has looked at and
appointments extended to a month in advance for each clinician. It was considered
helpful to insert into newsletter and on TV monitor in reception. 2. Nurse Triage
appointments comment have been passed to Practice. 3. Explanation of telephone
triage appointments to be inserted into next newsletter and included within a
message on the TV monitor. Website information to also be revisited and an
information sheet to be produced for new patients.
6. On the whole we are happy with the services provided but routine appointments or
follow up with your own doctor are difficult to book in advance. See above.
7. Telephone consultations before appointment booked – not good with school children
a priority. If early appointment made, children could get back to school as soon as
possible – not missing too much education. Employed patients are able attend
appointments and there are early morning appointments available.
8. Re-open Star Suite. Only one telephone number for all patients. RLC only has 2
lines available with one member of staff on RLC desk.
9. Cannot hear when doctors/nurses come to waiting room and shout names especially
when room is busy. Acknowledged as verbal and telephone system both used. This
has been fed back to the Practice.
10. Waiting times for doctors too long. To be raised within Practice.
11. Would appreciate taller chairs in waiting room. There is an issue regarding infection
control.
12. Patient visiting for chiropodist – no one to see. Too chatty in room. Staff sat waiting.
This is a Pennine Care service not Redbank Practice.
13. On 19th May I phoned just after 6pm and I was told I had to wait till the morning to
speak to triage nurse which I was disappointed as I have had to take the morning off
work. I rang again to get my phone call brought forward but this didn’t happen either.
Paper protocol to be drafted on making appointments and to be made available to
new patients.