Report on Local Patient Participation Survey 2011/2012
This report highlights the findings of the Patient Survey conducted during
2011/2012, ending 31st March 2012, based on a sample of 196 patient
responses, and discussions and actions agreed with the Patient Reference
Group. Meetings were held on the 23rd August 2011 and on the 22nd March
2012 at 18h30 at the practice. The Report should be read in conjunction with
the accompanying summary of the Patient Survey.
The Patient Group consists of 12 members of the age group 64-80 years old,
White or Mixed British. The practice attempted to engage all diverse groups
in its practice population by sending out random invitations to meetings,
advertising it on the website and digital media board in the waiting room.
Open invitations were also placed next to the Patient Check-In screen in the
surgery, well in advance of every meeting.
It was decided during a practice business meeting to use a survey that
addressed the main concerns relating to patient care. The survey was live on
the practice website, and paper copies were also available in the waiting
room. Paper copies of the survey were handed out to patients in the waiting
room.
The practice arranged Patient Reference Group Meetings where concerns
emerging from the survey were discussed and addressed, and changes made
if appropriate and agreed.
The majority of the feedback was very positive, and showed improvement
from an earlier survey taken.
The following issues were highlighted and acted upon:
1. Patients are still concerned about continuity of care, and would mostly
like to see the same doctor when they visit the practice. The practice
has responded to this by commenting on the difficulty to achieve this
request. Doctors have the choice to balance work and life, and it is not
in the ethos of the practice to force doctors to work longer hours than
they feel able to deliver a safe and secure patient service. The practice
also is of the opinion that happier doctors are better doctors, rather
than becoming burnt out leading to resignations and time off with
sickness. The practice has, however, since appointed a new eight
session doctor to alleviate the problem, and will continue to search for
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more solutions. The practice also advised patients they are able to
book up to four weeks in advance, and this should also help patients to
see the doctor of their choice.
Concerns were raised that certain doctor’s online appointments did not
have enough availability for pre-bookable appointments. The practice
will look into this immediately, to ensure an even spread of
appointments amongst all doctors.
The Patient Group specifically requested for prescription turnaround
time to improve. The practice has immediately responded to this
request, and is pleased to confirm a current 24hour turnaround time
for repeat prescriptions.
The Group were guided through the process of obtaining an
emergency appointment, because there were some concerns regarding
this point. Patients who are very ill and need a same day appointment
can request a telephone appointment with the on call doctor, who will
be able to decide how to deal with their problem. Some of the
members confirmed that this worked very well for them in the past.
The Patient Group requested a shorter telephone message. This
request was immediately actioned by the practice, and the telephone
message was subsequently shortened.
The Patient Group requested visible guidance in case of complaints and
concerns. They were informed that this guidance was already available
in the practice leaflet and on the website. The practice agreed to also
display this information in the waiting room.
The Patient Group expressed their praise for the presence of the onsite
phlebotomist, and also commented on the excellent service they
received with repeat medications from the pharmacy.
The Patient Group was informed again of the practice’s involvement in
Research and Training, and their commitment to continuous
improvement.
9. Practice Opening Hours
Monday to Friday: 8.00 to 8.30am for pre-booked appointments only.
8.30am to 6.30pm
Saturday: We have doctor and nurse appointments available from
9.00am to 1.00pm for pre-booked appointments only,
focusing on providing appointments for patients who work
during the week.
For emergencies please contact SELDOC on 020 8693 9066 after hours
Booking an Appointment
The phone lines for booking appointments on the same day open at
8. 00 am. Please call 020 8765 4900 for an appointment. This is the same
number to call after 10.00am for a pre-booked appointment.
You are also now able to book an appointment online. Please ask at
reception for your username and password to enable you to utilise this
service.
Patients who want to use this service should to go to:
https://streatham-common-group-practice.appointments-online.co.uk/