Barrington Medical Centre 2014
Patient Feedback Report & Action Plan
The focus of our Patient Survey 2014 was to record all patient feedback received during the
course of the year through a variety of sources and to then, in conjunction with our Patient
Participation Group, reflect on that feedback to identify any actions that we can take to improve the
services we provide.
During the course of the year, we have received feedback through the following :
1.
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6.
The suggestion box in our waiting room
Via our website www.barringtonmedicalcentre.co.uk
Anecdotally during consultations with our clinical team
Through formal complaints
By views recorded on the NHS Choices website
Through the Friends and Family Survey at our Saturday flu clinic in October 2014
This report contains the detail of the feedback that we have received via these various processes.
At the end of the report we have outlined the actions that we have taken, or will take, in response
to this feedback. We are grateful to all of our patients who have taken the time to provide feedback
so that we can monitor and improve the service that we provide.
1.
The suggestion box in our waiting room
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2.
Suggestion that repeat medication be prescribed on a 3 monthly basis to ease impact on
GPs, staff and patients. The NHS policy is to provide repeat medication on a monthly basis
to ensure medication is provided clinically appropriately and cost-effectively. The practice
policy is to provide a lot of repeat medication on a 2 month supply if appropriate.
Suggestion that we have toys and magazines in our waiting room. An explanation was
provided that toys are difficult to manage in terms of infection control and the risk of falls to
elderly or infirm patients when they are left lying around. The practice does have colouring
materials available upon request to occupy small children. The practice also does have a
small amount of reading material available when donated by patients – unfortunately this
have been stolen on a number of occasions.
“It would be nice to have receptionists who smile. Have not come across such unhelpful
staff in any other practice. If you don’t like working with the public then leave your job”. This
feedback was left anonymously and is not in line with other patient feedback.
Request to remove one seat from the front row in the waiting room. See action 1.
Request for bike rack in place of at least one car parking bay. There is not the capacity to
reduce parking spaces and bikes can easily be secured to the railing by the entrance to the
building.
Patient unhappy with 45 minute delay to afternoon GP appointment. An explanation was
provided that a patient seen prior had suffered a suspected heart attack and required
immediate admission which was the reason following appointments were delayed.
See action 2.
Via our website www.barringtonmedicalcentre.co.uk
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I just want to say what an absolute pleasure it is to have Dr Powell as my Doctor…she is
everything a Doctor should be. Dr Powell was a popular locum GP providing cover at the
practice during Dr Heaney’s maternity leave in 2014.
3.
Anecdotally through consultations with our clinical team
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4.
Expression of thanks for all the services provided by the practice. Patient was moving out of
area and sorry to be changing GP.
Patient felt things not as they used to be prior to an increase in the number of patients
registered at the practice following the closure of a local practice. See action 3.
Patient registered for online services but only later realised that unique log-ons required for
each patient. See action 4.
New patient joining the practice “Thank you for all your help. Nothing seems too much
trouble. Everybody is so helpful and cannot do enough for you which is lovely”.
Patient required assistance registering for online services and was frustrated that reception
team didn’t appear to have the knowledge to help. See action 4.
Complaints
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5.
Prescription delay. The internal investigation identified that the delay was down to the
pharmacy responsible for submitting and collecting the prescription on the patient’s behalf.
Private medical letter – due to a misunderstanding between the patient and their GP it was
not appreciated that this was a non-nhs matter not suitable for discussion during a routine
consultation and as such a chargeable service.
Difficulty registering temporarily, for a same day home visit, a family member visiting
parents registered as patients at the practice. This is a contractual obligation on the practice
and the investigation was unable to identify any record or knowledge of the request. This
matter was discussed by the practice team.
Prescription error. Human error due to change of I.T. system in 2014.
Appointment errors. These errors were investigated and the practice was clearly at fault. An
apology was issued and the matter was used as a staff training opportunity.
Complaint regarding child immunisation due. The practice was not at fault as the issue
arose due to the patient moving to the country fairly recently and a change of GP practice in
the same period.
Views recorded on the NHS Choices website
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A new patient registering at the practice did not want to attend a new patient healthcheck
appointment and was unhappy that the GP also requested that during the first consultation.
The patient was seen in an emergency same-day appointment on the first day registering at
the practice due to an underlying health condition in pregnancy. Due to both that underlying health condition and pregnancy the GP determined that it was important that the
patient was seen for a new patient healthcheck so that her medical condition could be fully
assessed and understood and the appropriate treatment provided, prior to receipt of
records from the previous surgery.
Existing patient recorded anonymously that reception staff had refused to provide repeat
medication. Reception staff do not refuse medication requests – their responsibility is to
prepare the request for review and signature by a GP and convey any reasons to the
patient if the GP needs to prescribe differently to what has been requested. The complaint
is not in line with practice activity and we were unable to investigate in any detail due to the
manner in which it was recorded.
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Friends and Family Test – survey completed at Saturday flu
clinic October - 2014
6.
How likely are you to recommend our GP practice to your family and friends?
Extremely likely
(111 responses)
Likely (48 responses)
Neither likely nor unlikely
(9 responses)
Unlikely (2 responses)
Extremely unlikely (0 responses)
Don't know (0 responses)
When asked for the main reason for their rating the following comments were made:
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Friendly staff, helpful & thoughtful. No problems getting appointments.
I have always been very satisfied with all the time I have been coming here which is many years
Everybody is always very helpful and understanding
We have had very good care from this surgery
I have always been treated with courtesy and efficiency
Always had good care off Dr Ladha and the other doctors when he is off. Very happy with all the
staff.
I have been here for many years and feel very confident with the service that I have been getting.
Always manage to get an appointment if really need it. Doctors and nurses are very good. I have a
child with a long term medical condition and they are always very supportive. All staff are friendly
and welcoming
Always a nice friendly atmosphere and always feel comfortable.
Doctors are very knowledgeable and friendly as are the nurses.
The staff are very helpful and can always get appointments when needed.
The staff are warm and welcoming. Doctors is clean and tidy and can get an appointment when
needed.
The Doctors I have ha have all been very good and always very helpful. Dr Heaney is a lady you
can talk to.
Caring service
Have received good service from the Doctors and is organised very well
Never have to wait long for an appointment when needed. Staff always helpful and efficient.
I always get very good service from the staff and Dr Macdonald.
Friendly, approachable and professional.
Staff very helpful. Doctor punctual and offer very good service.
Appointment times are accurate, online prescription ordering is great.
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I have been treated at this practice since I was born. The doctors and staff are extremely good and
friends. The best.
Great practice
Always get good service, appointment times etc.
Dr Ladha is a very very good Doctor
Never had any problems
Efficient staff, good response time to telephone calls, modern facility, and considerate medical care.
Information re health checks e.g. notification of asthma and flu vaccinations
Friendly and helpful staff
The staff and Drs are all lovely
Have been a patient here for many years. Very friendly, supportive and efficient
Very friendly staff and very good Drs and Nurses. Make you feel welcome and looked after.
I am new to the practice and been very ill over the past year and the care and attention I have been
receiving is superb.
Everyone seems to be very helpful and efficient
Excellent care by Drs and Nursing staff. Always able to see a Dr on the same day when urgent
concerns about my baby / toddler’s health
The appointment system works well
Sometimes have to wait too long for an appointment
Great doctors but have been quite a lot of times when the waiting time has been extremely long,
especially for appointments with my young son.
The inability to book appointments more than two weeks in advance prevents me from giving the
rating ‘extremely likely’. [gave likely]
Very good service with professionalism of staff, timeliness etc.
Receptionist all extremely helpful however I do find my GP less and less welcoming. So I do not feel
at ease reporting new ailments.
Friendly and helpful staff
Helpful GP and can usually see her in a reasonable time.
Excellent service at all times
I have received appointments when I need them and hospital referrals. Great service for me.
V good attention
Friendly staff and Doctors
I like the Doctors, especially Dr Burney, and the service is very good.
Staff always friendly, courteous and helpful. Problems / worries always been thoroughly investigated
and dealt with.
I have always had excellent care at this surgery
People care, you always get listened to. Compared to other people I know you get the best care.
You always get an appointment, flexibility is the key!
Friendly efficient service provided to patients
Very good GP practice
Very helpful and thorough
Very helpful in every way
No friends in this area [rated neither likely nor unlikely]
Professional service
It’s the best Doctors I have ever been to
I have always been well treated
Usually manage to get an appointment to suit me
One can always see a Doctor if the condition is urgent. The reception staff are always courteous
and helpful.
Friendly staff, friendly competent Doctors
My family and I have always been promptly treated when we’ve requested appointments. Unlike
other practices, this one does not seem to field any ‘dragon receptionists’. They are always helpful.
Knowledgeable GPs
Quality care from my GP, Dr Ladha, and helpful staff
Very efficient
I have been with the practice for the last 40 plus years
The care provided by this centre is excellent and second to none. Thank you.
No problems
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I have been with the practice for about 38 years and I have had consistently good service during
that time.
Helpful staff, excellent Drs and nurses, pleasant surroundings
Professional and friendly staff
I have been a patient for over 55 years and have always found good service and advice
Very good service at practice
Very good practice and staff
Very happy and staff are very helpful
Very progressive practice. Very efficient and polite staff
Very caring and friendly practice
Confidence in Doctors
Hope earlier appointments can be arranged in the future. Suggest no longer than one week wait.
Always had a friendly attitude. Appointments usually prompt.
I have had no problems in the past so I can’t see any in the future.
Difficulty making appointments. Very busy on calls.
I have always found the practice to be helpful. And the care given by the GPs to be very good.
Requests for letters for consultants are provided promptly. The nurses are very good and cheerful
considering their workload. They also give the time to discuss problems fully.
We always were able to get an urgent appointment. The doctors are in general good listeners.
Excellent service, very friendly.
Always treated well.
The treatment and reception is superb
Weekends easier
Dr Ladha is an excellent Doctor
Very good Doctor (Dr Ladha)
I have always been more than satisfied with the treatment I’ve received from Dr Ladha and the
nurses and staff
I have always been looked after extremely well by the Doctors, nurses and staff. Thank you.
Never had a problem obtaining and receiving service. Never found fault / problem.
Get appointments quite quick
Usually get appointments within reasonable time – nice clean waiting rooms and helpful staff
I came because my GP closed, my daughter told me about you.
Because I have benefitted from flu vaccinations for many years.
I am new to the practice but I have found everything good so far. Also, my son and family are
registered here and they think well of the practice.
Usually manage to get an appointment when needed. Doctor always tries to listen and is proactive.
I have had nothing but good service from this clinic and Doctors and Nurses during my recent ill
health
Good service for the past 30 years.
Phone answered quickly and always helpful. Online prescriptions are good, can be a wait for an
appointment but have been seen quickly if urgent.
Very good service
Queues but friendly
Because there is always room for improvement [rated likely]
Good practice
Generally reliable service
We’ve not been long with the surgery but it is very efficient and called us in promptly for the flu jab
I have only been a patient for 10 months. I am happy with the treatment that I receive at this
practice.
Part time Doctors don’t give continuity of service
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Action we will take in response to the feedback received :
Action 1.
We fully appreciated the reason for the suggestion regarding the removal of a chair in the
waiting room to create more space and make access to the back rows easier. Unfortunately
however we are unable to remove seating as often all seats are required on busy days.
Despite that, we did feel that the issue was important to address and as a result of that the first
row are now designated specifically for use by the elderly, infirm or disabled.
Action 2.
We have previously developed a patient information leaflet ‘Your appointments with us’ to
explain the different types of appointments that are available, how they should be managed
and why delays sometimes occur - we will ensure that this remains available in the waiting
room. We will also continue to try to display patient information on the message board when
significant delays occur to a particular surgery.
Action 3.
Following the closure of a local surgery in late 2013, the practice list size increased significantly
and we responded to this initially by making available additional GP time through regular locum
cover. Our list size has now stabilised and we have reflected on the arrangements that we
need in place on a permanent basis to provide appropriate access to a GP appointment and
continuity of clinical care. As a result of this, we are currently ( January 2015 ) in the middle of
a recruitment process to increase the amount of GP clinicians and appointments at the practice
on a permanent basis.
Action 4.
Online services (online appointment booking, repeat medication requests and access to certain
aspects of medical records) are now integral to the services that we provide. The information
on our website has been updated and improved to enable the process to be clearly
understood, we have developed a clearly worded patient information leaflet which is available
in our waiting room and on our website, and our staff have been fully trained to be able to
respond to patient applications and queries.
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