Dr N. Chalabi / Dr M.S.J. Khan
152 Barking Road, East Ham
London. E6 3BD
Tel: 020 8475 8500
Fax: 020 8475 8501
BOLEYN MEDICAL CENTRE
Boleyn Medical Centre – Dr Chalabi Report
Profile of PPG members
How ensured registered patient
population represented in PPG
Methodology
5. Discussed findings & set
action plan
There were ten patients on the PPG, they came from a variety of
ethnic backgrounds, were from various age groups and some had
children and one was a carer. Both genders were well
represented.
Patients were recruited through posters in reception and waiting
room, on the website and were also recruited by receptionists.
Self- completion questionnaires handed out to patients
during surgery and where possible assistance was provided
by the staff and a total of 198 questionnaires were
completed. The questionnaire was put together with a set
of standard questions around satisfaction and access at the
surgery that have been asked for three years for
benchmarking and additional questions were included
around extended hours and demographics.
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6. Last year’s priorities & action
plan & actions taken
7. Opening Hours &
8. Extended Hours ( if
To promote the online repeat prescription ordering more
as it is not being used.
To promote online appointment booking, at the moment
limited appointments available as this is not being used.
As online appointments increase, practice to make more
appointment available.
Will continue to insist on having blood bottles with NUHT
as patients want blood tests at the practice
Electronic prescribing to promote to patients.
Patients were happy with text message reminders flu reminders.
They find it useful to liaise with local pharmacies to collect their
prescriptions. Online prescription ordering and making
appointments was discussed; patients can go on
www.patient.co.uk to gain access to online appointment booking
and to order prescriptions. Some patients do not use internet,
those who did were not aware of on line prescription ordering
and online appointment booking. More posters will be
displayed in waiting area and receptionists will discuss this with
patients as and when they can. Patients can also access practice
website to get more information.
OPENING HOURS
Monday to Friday 8am-6.30pm.
applicable)
Website address
TELEPHONE ACCESS
Monday, Tuesday, Wednesday and Friday 9.00am - 6.30pm
Thursday 9.00am - 12.00noon.
APPOINTMENT TIMES/ BOOKING SYSTEM
We have a walk-in clinic every morning from 9am until fully
booked, which is for urgent needs – you do not need to phone
the surgery. Patients with long term/multiple conditions will be
asked to book a routine appointment. When the clinic is full, you
will be asked to book an appointment or attend the following
day.
At 10am appointments are booked for the following day
Advance appointments are available
Appointments with a Practice Nurse can be booked at any time
during opening hours.
EVENING & WEEKEND APPOINTMENTS AT LOCAL SURGERIES
(Extended Hours)
Monday to Friday evenings from 6.30-9pm and Saturday
mornings 9am-1pm. Please call 020 7511 2075 to arrange an
appointment.
http://boleynmedicalcentre.co.uk/index.html
What different groups were included in your PPG? Please think about the people that live in your
catchment area and who your patients are?
• Different age groups
• Gender
• Different ethnic groups
• Students, retired people, mothers, disabled people, people with long term conditions, people
who live in sheltered accommodation or any other vulnerable patient groups that might be in
your practice
How many people attended your PPG and what types or groups of people were they?
10 patients attended.
Different ethnic groups, gender and ages attended
When was your first PPG?
PPG meeting held on 06.11.13,
FIRST PPG NOTES/ COMMENTS
General notes/ comments on access:
Views on opening hours
Patients were happy with the opening hours as surgery is open from 8am to 6.30pm.
Getting through on the phone
General feedback was at 10:00am they are not able to get through due to the high volume of calls to
book appointments for the next day. Some patients were aware of the advance appointments but
others were not. They were informed that they can call anytime of the day for advance booking.
Also the walk-in-clinic was explained.
Emergency appointments
They wanted emergency appointments; walk-in-clinic was explained to them as well as the message
taking for the doctor on call when appointments are fully booked. If the doctor thinks that they
need to be seen on the day, then the doctor or a staff member would call them to come the same
day.
Getting an appointment with the GP/ nurse of choice on the day and time that you want
They were generally happy with this, They were not keen on seeing the locum doctors, this was
explained to them that we have locums when regular doctors are away on leave, study or sick etc.
They were generally happy with the nurses appointments.
Receptionists
They were all happy with the reception staff, no complaints; one person mentioned that new staff
should be given more training in customer service, sometimes their general knowledge is not good
and they tend to go away and ask someone else.
Chance to speak to their GP on the phone
They wanted telephone consultation, It was explained that this has been discussed with the doctors
in the practice, but they are generally in same opinion that by calling patients to the practice is more
beneficial as they can see the patient face to face and deal with their medical problems more
effectively. However, this will be discussed with the practice team again.
What stops them accessing their GP surgery
Nothing was said about this generally they find doctors and staff helpful.
What helps them when accessing their GP surgery
Staff with different languages, receptionists are helpful, increased opening hours has helped them as
well as collecting repeat prescriptions anytime during the day.
General views on access
They wanted telephone consultation and to speak to the doctors. They were not happy with 10am
busy phone lines. We had looked into this previously and decided to have a walk-in-clinic to reduce
the amount of calls coming in at 10am. We make sure that there are minimum of 4 staff answering
calls between 10am-11am, during busy period. We are looking into giving online access to book
appointments.
Extended Hours
What do you all think Extended Hours means?
Some patients did not know about extended hours service, this was surprising. Large posters in
reception, outside and leaflets are available on reception counter. Extended hours will be promoted
on our website; leaflets will be given to patients when they attend appointments.
Have you heard of it before? If yes: how did you hear of it?
Two out of 10 patients were not aware of this.
Have you or anyone else you know used it? What do you think about the service?
Some said yes they had used the extended hours services and two said they were not aware of it.
What do people think about it? Would they use or recommend?
Mainly happy with the service as it is local and would recommend others.
Thoughts on Action Plan
Patients were happy with text message reminders flu reminders. They find it useful to liaise with
local pharmacies to collect their prescriptions. Online prescription ordering and making
appointments was discussed; patients can go on www.patient.co.uk to gain access to online
appointment booking and to order prescriptions. Some patients do not use internet, those who did
were not aware of on line prescription ordering and online appointment booking. More posters will
be displayed in waiting area and receptionists will discuss this with patients as and when they can.
Patients can also access practice website to get more information.
Questionnaire
New patient survey form was discussed. All patients felt that the form is too lengthy; it will take too
long to fill. The form should be simplified and only two pages long and have only the relevant
questions. Many of the patients feel reluctant to fill the form; they will just take it home and may
not return it.
SECOND PPG NOTES/ COMMENTS
Present:
Four patients, the Practice Manager, Receptionist and the Health Advocate (Somali)
Absent:
MP (apologies received), five patients did not attend
Minutes:
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Electronic prescriptions start this week, so if you are on repeat medications please nominate
a pharmacy you would like to collect and order your prescriptions from and let us know, or
sign the form at your chosen pharmacy – this will mean you will not need to request or
collect from the surgery but go straight to your pharmacy – we will advertise this and speak
to patient when they collect their prescriptions
You can also order your prescriptions via Patient Access and book appointments on line –
please speak to reception who will give you your log in details and register you for this
service – we will advertise this service as much as possible
We have a website with information regarding the surgery: www.boleynmedicalcentre.co.uk
Patients believe service and appointments have improved, points from last meeting
discussed: patients are aware that our busiest time is at 10 as we start booking
appointments for the next day but that was why we had started the walk in clinic so that
patients are seen the same day and to reduce the calls, we have also started on line
appointments, we are advertising extended hours more but telephone consultations are
something we cannot implement at this time but we can discuss again
We may no longer have the health advocate service from April, we will try to update
patients as we know what is happening. Patients were not happy and were concerned.
We are no longer able to do as many blood tests here as we are not being supplied with the
blood bottles, you will need to take your form to Shrewsbury Road for example, but we are
still trying to keep the service.
Patients’ are very happy with receptionist especially as they see her daily on front reception
and feel that she understands them.
 We have many non-attenders – it is important to give notice if cannot make an
appointments so that we can offer to other patients.
 One patient said he was at work and had chest pain but could not get an appointment, he
went to A&E. It was established that this happened on Saturday. After the meeting he was
given appointment with a gp and explained the extended hours service. June explained that
patients can come to the surgery if it is severe and she would speak to the doctor on call.
 Telephone messages during the day when appointments have been taken and urgent
concerns explained to patients.
 One patient explained that she has had a lot of difficulties with the District Nurses as her
husband has double incontinence and they said to her to get a prescription from the GP for
incontinence pads. Despite the surgeries repeated requests to the DN and a referral the
pads have not been supplied, she said it is very expensive for them to buy them. She had
already paid over £100. After the meeting this would be followed up.
Generally patients who came were happy with the service.
Action Plan:
 To promote the online repeat prescription ordering more as it is not being used.
 To promote online appointment booking, at the moment limited appointments available as
this is not being used.
 As online appointments increase, practice to make more appointment available.
 Will continue to insist on having blood bottles with NUHT as patients want blood tests at the
practice
 Electronic prescribing to promote to patients.
How:
 Receptionists will speak to as many patients as possible.
 Attach a slip with repeat prescriptions
 Health Advocate to speak to patients
 Information on website to be available
 Contact the Head of the path lab
 Put information on electronic noticeboard
When: As soon as possible.