A Summary of Feedback and Action Plan
30.3.15
CLINICAL CAREIn general most patients are satisfied with the clinical care on offer. However in recognition
of extra patients we have taken on from local practice closures, it was pointed out that we
have recruited a new GP but she is currently on maternity leave.
Potential Actions

None, keep an eye on appointments and mop up excess demand
RECEPTION SERVICE
The vast majority of respondents rated the reception service positively.
Potential Actions
Carry on as usual. PM reiterated that any disquiet should be flagged early to me.
APPOINTMENTS
Generally patients felt they could get an appointment if they really needed one on
the day but it was recognized that sometimes coughs and colds took up many
emergency slots. A patient remarked the positive experience he has had with
pharmacies treating minor illnesses.
Potential Action: Stress self help for minor illnesses and pharmacist
TELEPHONE ACCESS
The PPG were updated as to our new phone system. No one had noted any probs getting
through. Hopefully the extra lines have made a difference.
Potential Action

Keep a close eye
WAITING TIMES
This has been raised as an area of concern by some patients and was also an issue in a
recent complaint. Members felt that they understood delays and appreciated not feeling
rushed and being given the time to discuss their problems. An open (non appt surgery was
also discussed but it was felt that this would cause excessive delay- at least one can aim
towards an appt time and has a ball park idea- a sit and wait appt is unpredictable.
Potential Actions

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Re-stress one appointment, one problem rule to stop over running
Patients to be informed when they arrive that the clinician is running late
ELECTRONIC PRESCRIPTIONS
This has been a recurrent complaint theme. Members were updated on the steps we have
taken to reduce problems. The one member who used the service said her prescription was
invariably ready when it was supposed to be and reported no problems
PREMISES IMPROVEMENT FUND
Patients were asked for their suggestions for the improvement work
The following was some of the feedback
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DW- Extend to the back and to the side
Parking
Look at provision of alternative therapies
Re procure phlebotomy
Better access at DW
Lower reception window at DW and extend so that more than one person can be
seen at a time
OVERALL
The vast majority of respondents were either very satisfied or fairly satisfied with the overall
care provided.
Themes from Comments from PPG
 Dressing/stitch removal service
 Phlebotomy service
ACTION
PM will follow up with CCG