BROCKWORTH SURGERY – SURVEY RESULTS
WAITING TIMES - WE SAID
WAITING TIMES – YOU SAID
Both Nurses appointments and some Doctors
waiting up to 1 hour to be seen
No notifications if Doctor or Nurse not keeping to
time with appointments
Find mornings are better than afternoons
Unable to get an appointment with registered GP
– especially Dr Conaty
Inconsistency of seeing same GP
There are times when emergencies or the
nature of the problems that the GP or nurse is
dealing with means that appointments over
run so that patients do have to wait to be
seen.
However we will:
 Look to see if there are any patterns
of running later so that we can adjust
timings or appointments
 Receptionists will always try to inform
patients if doctor or nurse is running
late and by how much
 When booking appointments
receptionists will try to book with the
GP or nurse to maintain continuity of
care. This can be difficult with
doctors/ nurses who work part time
eg Dr Conaty, Dr Fox – but we will do
our best
TELEPHONE RESPONSE – WE SAID
TELEPHONE RESPONSE – YOU SAID
Depends on time of day
Unable to get through on Monday mornings
Still unaware of the new 01452 number
We recognise that we have busy times – we
receive more calls in the mornings than the
afternoons – Monday mornings are particularly
busy. We will publicise this and encourage
patients who can ring at a less busy time to do
so.
We have a new 01452 number – 55% of patients
are aware of the new number – we will put the
number on our appointments slips and on the
repeat prescription order form so that it is more
readily available
We have to look again at our telephone contract
this year – once we have confirmed the new
arrangements we will publicise the numbers in
the Brockworth magazine, council offices, library
etc as well as in the surgery.
AVAILABILITY OF A FEMALE DOCTOR – YOU SAID
AVAILABILITY OF A FEMALE DOCTOR – WE SAID
Can be problematic to get an appointment with a
female doctor without having to wait a week or
more before one is available
We have now appointed 2 new female doctors – Dr
Kim Botly is a new full time partner and Dr Eloise
Fox is working part time
Unable to have an emergency appointment with a
female doctor
We hope this will improve the situation
BOOKING APPOINTMENTS 3-4 WEEKS
IN ADVANCE – YOU SAID
Not always available that far in advance
Early morning appointments are not available
far enough in advance
Availability of Midwife appointments and
Nurse appointments
BOOKING APPOINTMENTS 3-4 WEEKS IN
ADVANCE – WE SAID
We acknowledge that there have been problems
with setting up the computer appointments and
at times patients have not been able to book far
enough in advance.
We think we are now better at this and that
there should not be a problem in the future
Availability of certain Nurses appointments i.e.
Travel Clinic
RECENT RECEPTION CHANGES AND ITS
FORMAT – WE SAID
RECENT RECEPTION CHANGES AND ITS FORMAT –
YOU SAID
Not happy explaining to Receptionist symptoms –
this should be between patient and doctor
Like the touch screen
Change the wording of emergency appointment to
one required today
Where has the Triage Nurse gone?
We only ask for symptoms if the patient asks
for a same day ‘emergency’ appointment. This
can be very useful as it allows the doctor to
prioritise the work. The doctor can see the list
of ‘emergencies’ and will see serious cases
first or even ring up the patient and call them
in earlier if he/she is concerned.
If you don’t want to tell us the symptoms –
just say ‘it’s personal’
All our staff are trained in confidentiality and
anything you say to them is in strict
confidence
We will change the terminology from
‘emergency’ to same day appointment.
We no longer do triage as we found that it
used a lot of clinician time and still we saw
95% of the patients in the surgery rather than
deal with them by phone
OTHER
Unhappy about Music in the waiting room
Wednesday late appointments being used by
non-workers
Surgery to be open on a Saturday morning at
least every other week
More magazines for Men
More toys for Children
OTHER – WE SAID
We cannot please everyone with the choice of
music – although most patients agree that it is
better to have something on rather than silence. If
you want the music changed please ask the
receptionists.
We cannot ask the receptionists to check with
everyone booking a Wednesday late appointment
whether they work or not – we rely on our
patients to use these appointments sensibly
There are no resources to open the surgery on a
Saturday. Even those surgeries elsewhere in
Gloucester that do offer a Saturday surgery only
offer pre-booked appointments, so these are not
for patients who become ill on the day. We do
already offer pre-booked appointments in
evenings and early morning so feel we cover this
need.
We will review the reading matter available in the
waiting room.
The Friends of Brockworth Surgery have
purchased a toy activity centre for the waiting
room which we believe is safe from infection
control point of view. If more toys are needed we
would encourage parents to bring the child’s own
toys.
Numerical results of Survey
Aware of the 01452 land line?
YES 55%
Is the telephone answering response time?
POOR 12%
REASONABLE 48%
SATISFACTORY 40%
NO 45%
Are recent reception changes with staff
and its format satisfactory?
Are waiting times to see a Doctor:
POOR 23%
REASONABLE 51%
SATISFACTORY 26%
YES 79%
Is booking appointments for 3-4 weeks in
advance satisfactory?
If requested, is availability of a Female
Doctor satisfactory?
YES 77%
NO 21%
YES 51%
NO 23%
Are you aware of the patients “comment
box”?
YES 68%
NO 32%
NO 49%
Information about the Patient Representation Group
The group is long standing and currently consists of 10 members. 20% are male and 80%
are female (practice population is 49% male and 51% female)
100% of the group are white (practice population 95.66% white)
The age profile is as follows:
age
18-24
25-34
35-44
45-54
55-64
65-74
75-84
>85
PRG %
0
0
0
8.33
25
50
8.33
8.33
Patient population %
14.5
16.3
15.2
18.2
14.2
11.3
7.1
3.2
The PRG has a majority of members who are female and the majority are over 55. We feel
that this reflects the history of the group but also that younger people in employment are
unable to give the time commitment to the group. The group continues to actively canvas for
new members in different age groups etc
Measures taken:
The web site now have a feedback facility and we have now formalised a ‘Friends of
Brockworth Surgery Virtual group’
The group have actively canvassed for new members at our ‘cardiovascular risk evenings’
and tried to encourage other younger male patients to join and from other ethnic groups and
patients with particular concerns eg carers.
The group actively canvassed for members at the flu clinic
The group have contacted the local secondary school again to see if a member of the 6th
form might join the group.
As a result of all this activity there are a number of new members on the group
Members of the practice team have met with the PRG to discuss priority areas for the
surveys and agreed these with the PRG.
The PRG felt the best way to obtain meaningful responses was face to face with patients
answering the survey and this was how the surveys were carried out
The results of the surveys are outlined above and the action plan from the survey. This was
agreed at face to face meetings with the PRG
Opening hours of the surgery.
The surgery is open from 8am to 6pm. We do not close for lunch ( apart from staff training
sessions on occasional Wednesdays). Services can be accessed during core hours by
phoning on 08444773589 or 01452 862247.
We do run extended hours when a doctor and nurse are available on Wednesday evening
from 6.30 to 8pm and a doctor on either a Thursday or Friday morning from 7am to 8am.