STANDISH MEDICAL PRACTICE
FEEDBACK FROM PATIENT QUESTIONAIRE – 2014
Thank you to all the patients who completed our recent questionnaire. The results are displayed on
the notice boards and we have the following action plan:
1. OPEN SURGERY
 To look at feasibility of second check in terminal on the front desk to reduce queuing
times & extra staff hours.
 To look at adding some morning appointments to reduce waiting times but continuing
with some GPs in open surgery to maintain access.
2. APPOINTMENT BOOKING ON LINE
 To commence on line appointment bookings when technical issues resolved.
3. MONITOR DISPLAYS
 The information on the displays has recently been extended and changed.
 To follow up requests to CCG re more health promotion material for display.
4. REPEAT PRESCRIPTIONS
 Information to be given to all patients regarding alternative ways to order
prescriptions.
 Repeat prescription service on line when technical issues resolved.
5. TELEPHONE SYSTEM
 To look at feasibility of system telling patients their number in the queue.
 To look at extra staff hours to reduce waiting times.
6. PROVIDE PATIENT FEEDBACK
 To provide written feedback in surgery & on the website.
We would like to give some additional information on the following points:
1. Repeat prescriptions moving from 48 hours to 72 hours:
The Doctors and the Manager considered this issue for many months and reflected on our Practice’s
policy to provide safe repeat prescribing. We reached the conclusion that the minimum time that we
need to deliver that aim would be 72 hours. What matters is quality, good risk management, patient
safety and ensuring up-to-date review and conducting the appropriate investigations.
The repeat prescriptions have multiplied over the last 7 – 8 years and the number of items on each
prescription has increased significantly.
Most of our patients with a chronic disease who are on repeat prescriptions are provided with an 8
weeks supply. Some of them whose condition is stable are provided with 12 weeks supply. Having
looked at the repeat prescriptions over a number of months, we can say that most patients (more than
half of the patients) who are on repeat prescriptions order their prescriptions at least one week
before it is needed. There is a minority who tend to order their prescriptions earlier than should be
and there are one or two who leave their repeat prescriptions until the last minute.
Repeat prescriptions need to be logged in, authorized, sanctioned by the Doctors with comments
regarding review or blood tests etc. attached to that prescription and that can take a significant
amount of time. The 72 hours insures that in most circumstances this is done by the patients usual GP
giving better continuity and quality.
The repeat prescribing system has an inbuilt flexibility whereby repeat prescriptions will be issued in
less than 72 hours, if for instance the patient has lost their medication or could not find the rest of
their supply.
We will continue to monitor the system and will attempt always to introduce improvements if there is
such a need.
Any patient can choose to order their prescriptions through a pharmacy and the following
information will be attached to repeat prescriptions.
“Repeat Prescriptions
Repeat prescriptions can be ordered through your chosen pharmacy.
Some pharmacies are able to accept requests by telephone once your repeat has been established.
Your prescribed items can then be collected from your chosen pharmacy or some will arrange delivery if
you prefer.”
2. Open surgery
A further survey has been done recently regarding open surgery. Patients were asked to give positive
and negative comments and there were twice as many positive comments compared to negative. 90%
of negative comments were regarding waiting time during open surgery. Many comments focused on
the good access that open surgery provides and that they would prefer to accept the waiting time in
open surgery knowing that they will always be able to see a GP that day.
As a practice we are aware that some patients wait longer than we would like, but it is a trade off
between access and convenience for patients and longer waiting in the surgery.