Lister House Surgery
Local Patient Participation Report – 2011/12
Introduction:
Lister House Surgery (www.listerhouse.nhs.uk) is a 7 partner GP Practice based in Hatfield, Hertfordshire.
The Practice was established 30 years ago. Major reworks to the premises were completed in September 2003, resulting in a first class spacious facility with the latest IT and medical equipment.
The practice did not have any Patient Participation group (PPG) before the
Patient Participation Direct Enhanced Service (DES) was introduced in April
2011. The practice agreed to participate fully in the Patient Participation DES at the start of the financial year beginning 1 st April 2011.
Our patient list size on 1 st April 2011 was 12072 .
The person accountable for this DES is the Practice Manager, with the support of two senior managers and a GP partner.
This DES was communicated to all practice team, at monthly meetings as well as ad hoc meetings with reception and administrative support team.
These communications took place early June 2011. Further reminders were sent to all staff in September 2011; encouraging staff to engage patients in joining the group.
Step 1 – Develop a Patient Reference Group:
As there was no patient group before this DES was introduced, it was felt that the initial period of setting-up would be difficult to start with. A support tool was introduced to help analyse the patient population profile and to try and demonstrate that the PRG is representative of the practice population. The practice website was updated to reflect the changes in due course.
This DES was communicated to all practice team, at various meetings as well as ad hoc meetings with reception and administrative support team. Staffs were encouraged to engage patients in joining the group.
The practice manager analysed the practice population profile using the support tool from PRIMIS as well as an external company. The practice also identified a number of care home patients who were managed by the GP’s
(the practice manages 8 care/residential homes), as well as a register of carer and patients on learning disability register was analysed.

The practice population profile showed an equal number of male and female patients registered with the practice, with a broad spectrum of age range and predominantly a White British patient’s base.
Sign-up forms with an Introduction to the DES and an F&Q were devised.
This would ensure that the group set-up can be a combination of both virtual and face-to-face. It was felt that the patients who wanted to join should be communicated (hence the F&Q’s) at an early stage and let them know of the plans. The purpose of this is to ensure that we are not only capturing patients to be part of our PRG and discuss what they believe are our focus areas, but to also become recipients of our patient survey. These sign-up forms were left at the front desk for patients to see/read. Staffs were encouraged to speak to the patients about the PRG to get a more favourable response
(subject to time). Staff explained that the practice were planning to do an online survey to give patients the chance to give their (the patients) feedback, views and suggestions about the services that the practice provides.
At the same time PRG posters were displayed in the patient waiting area, reception check-in, prescription drop-in box, patient toilets as well as on the main front door of the surgery.
The aim was to collect contact details and permission to contact in the future.
All sign-up forms were collected by the practice manager and stored in a secure file.
The surgery website (www.listerhouse.nhs.uk) was updated with reference to this DES, where registered patients can sign-up to the group. A brief summary of our intentions was stated and a link to completing a sign-up form was available. Our aim was to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We needed young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.
With the launch of our first newsletter in summer, we started marketing this
DES on the front covers (see Newsletter – Summer and Autumn 2011).
Patients could access this newsletter via the website or at the reception check-in desk.
All newly registered patients were encouraged to join the PRG.
The practice set-up a Facebook account for patients to give feed-back or comment on the services provided.
In mid-August the practice manager (in consultation with the GP partners) reviewed the marketing strategy for recruitment of patients to the PRG. The responses were collated and a demographical data was completed on patients who had responded. It was seen that the data did not reflect the underrepresented group. There were only 16 sign-up forms received since the marketing of this DES. It was decided that further work needs to be done to ensure that the PRG is representative. It is very difficult to have a completely

representative PRG.
The following steps were taken to recruit patients from group that was not fully represented:
(a) patients attending flu clinics on Saturday by handing out the sign-up forms/F&Q directly(September to December)
(b) sending sign-up forms/F&Q to a different age group(e.g. under 16)
(c) sending sign-up forms/F&Q to a different group(e.g. patients with
Learning Disability)
(d) sending sign-up forms/F&Q to all Carers
(e) Putting the posters in local Pharmacy and local ethnic minority shops near the surgery
(f) Consultation/meeting with PCT Public Engagement Manager to see how better to expand the group and encourage better representation
(g) Each GP/Nurse in the surgery to encourage patients to personally invite them to sign-up during the medical consultation(subject to time)
(h) Set up account on Facebook/Twitter
(i) Access email addresses of patients who request services via our online booking system. Do an email shoot to these patients to join the PRG
(j) All patient paper-mail communication from the practice was enclosed with a sign-up form/F&Q for a week
(k) Practice manager approaching patients in the waiting area
An Interim report on this DES was submitted to the PCT in October 2011.
As a result of the above the numbers wanting to join increased, with a notable increase in the groups underrepresented e.g. under 44 age, more non-British ethnic groups and more females.
However, the practice has realised that targeting patients who are either in full time employment or in education, are not able to offer their time to attend meetings. However, patients have been encouraged to join its virtual
PPG group via email.
The PRG demographics is as follows:
Gender:
Male = 43%
Female = 57%
Age Range:
Under 16 = 0%
17-24 = 6%
25-34 = 17%
35-44 = 11%
45-54 = 15%
55-64 = 32%
65-74 = 13%
75-80 = 6%
Over 80 = 0%

Ethnicity:
White British/Irish = 75%
Mixed = 2%
Asian or Asian British = 21%
Black or Black British = 0%
Chinese = 0%
Other = 2%
All patients who had signed-up to join the PRG were invited to the first PRG meeting in December 2011. The meeting was to introduce the management team and to brief the new group the aim and objectives of setting-up a PRG.
The meeting was almost a listening exercise and to hear the members views/feedback about the surgery in general.

Step 2 - Agree areas of priority with the PRG:
At the meeting held in December, the practice manager explained the purpose of the meeting and each attendee was allowed to share their suggestion/comments at the meeting. The practice was very keen in engaging patients to help deliver and design services around the needs of its patients. The practice was keen to ensure that before it sought the views of its patients on the priority areas, that the group understood its roles and responsibilities and why as a group they are central to everything the practice does.
The practice used a well established questionnaire survey – General Practice
Assessment Questionnaire (GPAQ V3). GPAQ V3 has been widely used in the
UK and validated over a number of years. This was presented to the PRG for comment as to whether the questionnaire was suitable and met the areas/priorities to be included within the survey. The PRG unanimously supported the use of the GPAQ V3 within the Practice.
It was felt that the survey should broadly incorporate the following key areas:
(1) Issues regarding quality and efficiency of staff
(2) Surgery appointments
(3) Opening hours
(4) Telephone access
(5) Seeing a GP of their choice
(6) Use of Internet facility
The Practice had also used feedback from complaints, significant events, comments and suggestions by patients to help indentify some of these priority areas.
Majority of the members agreed that it would like to survey patients on these priority issues, which should be incorporated in the survey.

Step 3 – Collate patient views through the use of survey
Patients were encouraged, upon arrival to the surgery, if they would be happy to participate in the local questionnaire survey. The survey forms were displayed on the front reception desk. The practice was actively involved in ensuring that patients participated in the survey by handing out questionnaires to patients before and after their appointment at the Practice.
The practice manager was personally giving out the survey forms whilst patients were waiting to be seen.
Patients were encouraged to fill-in the questionnaire survey when they
(patient) had a consultation with the GP/Nurse.
The practice also looked at specific groups of patients visiting the surgery e.g.
Diabetic clinic, Ante-natal clinic, so as to target a broad representative group of patient and giving them an opportunity to participate in the survey.
Posters were displayed at the front reception desk. Random letters sent to patients had a note requesting these patients to fill-in the survey questionnaire.
The local questionnaire survey was uploaded onto the practice website which also enabled patients visiting the website (for prescriptions, information etc) the opportunity to participate. Patients whose email ID was available were sent a link to the survey. These included patients who were Virtual PPG
Members.
The survey was conducted over 6 weeks.
Questionnaires which were completed by patients (on paper) were returned to the Practice manager. A total of 183 questionnaires were completed
(paper+ online) and sent to the website company for analysis. Website company has a facility to detail the responses received from the survey which are then uploaded to the surgery website for all patients to see (see – www.listerhouse.nhs.uk
– Appendix A).
The practice received an analysis of the local patient survey which pinpointed the areas where the Practice had scored well and also those areas where improvements might be needed. The analysis was circulated to all PPG members before the meeting.
The results were discussed in detail at this meeting, which enabled the PPG to compile an action plan based on the findings/results. The Practice was able to agree an action plan with the support of the PPG which was approved by the group at its meeting.
Copy of the survey results were displayed on the notice board next to the reception check-in desk. The survey was discussed at the partners meeting and also circulated to the surgery staff.
Summary of results and survey comments: See Appendix A and B

Step 4 – Provide PRG with opportunity to comment and discuss findings of local practice survey. Reach agreement with PRG of changes in provision and manner of delivery of services. Where the
PRG does not agree significant changes, agree with the PCT
Patients were asked 40 questions in relation to issues regarding quality and efficiency of staff, surgery appointments, opening hours, telephone access, seeing a GP of their choice and use of internet facility.
183 responses were received from questionnaires handed out in the surgery and questionnaires completed via the Practice website. Initial analysis suggests that the respondents may not fully reflect the range of people registered with the Practice and some more work may be needed to get a representative sample next time.
There was also an opportunity to make comments at the end of the questionnaire and the Practice received comments regarding the telephone system, problems in getting through to the Practice first thing in the morning and problems experienced in getting an appointment with a specific GP.
The newly formed PPG had an initial look at the results at its March meeting and will use the detailed results to help in more detailed discussions of services provided by the Practice as part of its 2012 Business Plan. Some issues were identified in initial discussions and these form an initial action plan. Other actions will be developed following more detailed work by the
PPG and Lister House Staff.
Overall the survey results were very positive, showing that overall people felt they got a good service.
This practice’s highest performing areas were:
GP good at listening and explaining test results.
Recommend GP surgery to new patients.
Patients had enough support to understand and cope with their health problems.
The lower scoring responses were related to:
Telephones and the appointment process. More work is needed to understand all the issues here.
Getting Appointments with a specific doctor.
Many people were not aware that they could speak to a doctor on the phone; a 'telephone consultation'.

During the PPG's initial discussions the following themes emerged:
 Consider ways of making it easier to make follow up appointments and consider how/when the available appointments are made available to patients.
 Think about different styles of appointment/consultation.
 Need to raise awareness of the online appointment process and consider making more types of appointment booking available on-lines.
 DDA compliance of the building.
The practice have identified a number of 'easy wins' that can be introduced or trialled to improve the issues identified and also inform the PPG's future more detailed discussions in these areas.

Step 5 – Agree action plan with the PRG and seek PRG agreement to implementing changes
A: Improve the appointment system
Action Required:
1.
Look at using the text messaging service as a reminder to patients not to forget their appointments. This will be investigated with the launch of new clinical software in Summer, which will integrate with the text messaging service.
2.
Publicise the facility of booking appointments online via newsletters.
3.
Display reminders to patients each month on the number of wasted appointments via posters, newsletter and website updates - To discuss with the group at next meeting.
4.
Review of practice appointment system – look at matching capacity to demand for the various types of appointment in consultation with PPG.
Action by: Practice Manager
Time frame: July 2012
B: Telephone Consultations
Action Required:
1.
Investigate and possibly trial a telephone surgery, where all the GP's undertake a few telephone consultations per day or a daily duty GP phones out and conducts telephone consultations. Issues suitable for a telephone consultation need to be identified (and appointments prescreened for suitability via a triage nurse or script?).
2.
Publicise the facility of telephone consultation via posters, newsletters and website updates.
Action by: Partners
Time frame: May 2012
C: DDA Compliance
Action Required:
This issue was initially raised in respect of the reception area, but discussion identified wider issues to be examined.
1.
Commission an accessibility survey, identify possible providers and discuss exact scope at a future meeting.
Action by: Practice Manager
Time frame: September 2012

Step 6 – Publish the local Patient Participation Report on the practice website and update the report on subsequent achievement:
Lister House Surgery is open Monday to Friday 8.00 – 18.15(Reception hours). Surgery Times are 8.00 – 18.30
Patients can make appointments by telephoning (0844-576 9870); on-line via website ( www.listerhouse.nhs.uk
) or a personal visit to the practice to make an appointment. The Practice also offers online facilities, to enable patients to request repeat prescription requests via its secure website.
The practice provides extended opening hours on Monday evenings (18.30 –
20.00) and Thursday mornings (7.00 – 8.00). The surgery is also open on the last Saturday of the month from 8.00 to 10.00. These are pre-bookable appointments.
The healthcare professional available on these sessions is a GP, which enables patients (particularly those in full-time work and studying) to access appointments at later time/weekends.
Outside of the time patients are requested to call the Out of Hours (OOH) on
03000 333 333, managed by Herts Urgent Care (HUC). This OOH are:
Monday to Friday (18.30 to 8.00), as well as weekends and every Bank
Holidays.

APPENDIX A – Survey Analysis
Number of Responses: 183
About Receptionists and Appointments
Q1 How helpful do you find the receptionists at your GP practice?
Very helpful 53%
Fairly helpful 37%
Not very helpful 5%
Not at all helpful 2%
Don’t know 0%
Q2 How easy is it to get through to someone at your GP practice on the phone?
Very easy 10%
Fairly easy 32%
Not very easy 31%
Not at all easy 20%
Don’t know 1%
Haven’t tried 3%

Q3 How easy is it to speak to a doctor or nurse on the phone at your GP practice?
Very easy 9%
Fairly easy 22%
Not very easy 17%
Not at all easy 13%
Don’t know 8%
Haven’t tried 26%
Q4 If you need to see a GP urgently, can you normally get seen on the same day?
Yes 78%
No 11%
Don’t know / never needed to 9%

Q5 How important is it to you to be able to book appointments ahead of time in your practice?
Important 91%
Not important 7%
Q6 How easy is it to book ahead in your practice?
Very easy 21%
Fairly easy 38%
Not very easy 22%
Not at all easy 9%
Don’t know 0%
Haven’t tried 6%

Q7 How do you normally book your appointments at your practice? Please tick all boxes that
apply.
In person 46%
By phone 71%
Online 16%
Doesn’t apply 0%
Q8 Which of the following methods would you prefer to use to book appointments at your
practice? Please tick all boxes that apply.
In person 35%
By phone 72%
Online 45%
Doesn’t apply 0%

Thinking of times when you want to see a particular doctor:
Q9 How quickly do you usually get seen?
Same day or next day 19%
2-4 days 18%
5 days or more 46%
I don’t usually need to be seen quickly 7%
Don’t know, never tried 6%
Q10 How do you rate this?
Excellent 14%
Very good 13%
Good 13%
Fair 28%
Poor 13%
Very poor 6%
Does not apply 9%

Thinking of times when you are willing to see any doctor:
Q11 How quickly do you usually get seen?
Same day or next day 61%
2-4 days 21%
5 days or more 4%
I don’t usually need to be seen quickly 5%
Don’t know, never tried 5%
Q12 How do you rate this?
Excellent 33%
Very good 19%
Good 16%
Fair 13%
Poor 3%
Very poor 2%
Does not apply 7%

Thinking of your most recent consultation with a doctor or nurse
Q13 How long did you wait for your consultation to start?
Less than 5 minutes 27%
5 – 10 minutes 29%
11 – 20 minutes 22%
21 – 30 minutes 6%
More than 30 minutes 6%
There was no set time for my consultation 1%
Q14 How do you rate this?
Excellent 27%
Very good 15%
Good 22%
Fair 16%
Poor 7%
Very poor 1%
Does not apply 2%

About opening times
Q15 Is your GP practice currently open at times that are convenient to you?
Yes - Go to Q17 80%
No 13%
Don’t know 3%
Q16 Which of the following additional opening hours would make it easier for you to see or
speak to someone? Please tick all boxes that apply.
Before 8am 12%
At lunchtime 8%
After 6.30pm 13%
On a Saturday 21%
On a Sunday 6%
None of these 1%

About seeing the doctor of your choice
Q17 Is there a particular GP you usually prefer to see or speak to?
Yes 74%
No - Go to Q19 22%
There is usually only one doctor in my surgery - Go to Q19 0%
Q18 How often do you see or speak to the GP you prefer?
Always or almost always 28%
A lot of the time 24%
Some of the time 18%
Never or almost never 3%
Not tried at this GP practice 1%

How good was the last GP you saw at each of the following?
(If you haven’t seen a GP in your practice in the last 6 months, please go to Q25)
Q19 Giving you enough time
Very good 66%
Good 22%
Fair 4%
Poor 0%
Very poor 0%
Does not apply 0%
Q20 Listening to you
Very good 72%
Good 16%
Fair 2%
Poor 0%
Very poor 0%
Does not apply 1%

Q21 Explaining tests and treatments
Very good 66%
Good 18%
Fair 6%
Poor 0%
Very poor 0%
Does not apply 2%
Q22 Involving you in decisions about your care
Very good 57%
Good 24%
Fair 7%
Poor 0%
Very poor 0%
Does not apply 3%

Q23 Treating you with care and concern
Very good 72%
Good 16%
Fair 3%
Poor 0%
Very poor 0%
Does not apply 0%
Q24 Did you have confidence and trust in the GP you saw or spoke to?
Yes, definitely 81%
Yes, to some extent 10%
No, not at all 0%
Don’t know / can’t say 1%
If you know the name of the GP you last saw, please write it here:

How good was the last nurse you saw at each of the following?
(If you haven’t seen a nurse in your practice in the last 6 months, please go to Q31)
Q25 Giving you enough time
Very good 54%
Good 18%
Fair 2%
Poor 0%
Very poor 0%
Does not apply 6%
Q26 Listening to you
Very good 51%
Good 18%
Fair 2%
Poor 0%
Very poor 0%
Does not apply 6%

Q27 Explaining tests and treatments
Very good 49%
Good 14%
Fair 4%
Poor 0%
Very poor 0%
Does not apply 9%
Q28 Involving you in decisions about your care
Very good 43%
Good 16%
Fair 6%
Poor 0%
Very poor 0%
Does not apply 11%

Q29 Treating you with care and concern
Very good 49%
Good 17%
Fair 5%
Poor 0%
Very poor 0%
Does not apply 5%
Q30 Did you have confidence and trust in the nurse you saw or spoke to?
Yes, definitely 61%
Yes, to some extent 10%
No, not at all 0%
Don’t know / can’t say 5%
If you know the name of the nurse you last saw, please write it here:

About care from your doctors and nurses
Thinking about the care you get from your doctors and nurses overall, how well does the practice help you to:
Q31 Understand your health problems?
Very well 81%
Unsure 8%
Not very well 2%
Does not apply 3%
Q32 Cope with your health problems
Very well 80%
Unsure 9%
Not very well 1%
Does not apply 4%

Q33 Keep yourself healthy
Very well 68%
Unsure 15%
Not very well 2%
Does not apply 9%
Q34 Overall, how would you describe your experience of your GP surgery?
Excellent 37%
Very good 33%
Good 19%
Fair 5%
Poor 1%
Very poor 0%

Q35 Would you recommend your GP surgery to someone who has just moved to your local area?
Yes, definitely 61%
Yes, probably 30%
No, probably not 4%
No, definitely not 1%
Don’t know 0%

It will help us to understand your answers if you could tell us a little about yourself
Q36 Are you?
Male 27%
Female 71%
Q37 How old are you?
Under 16 0%
16 to 44 24%
45 to 64 38%
65 to 74 20%
75 or over 15%

Q38 Do you have a long-standing health condition?
Yes 61%
No 32%
Don’t know / can’t say 3%
Q39 What is your ethnic group?
White 89%
Black or Black British 2%
Asian or Asian British 3%
Mixed 1%
Chinese 0%
Other ethnic group 1%

Q40 Which of the following best describes you?
Employed (full or part time, including self-employed) 40%
Unemployed / looking for work 2%
At school or in full time education 2%
Unable to work due to long term sickness 5%
Looking after your home/family 7%
Retired from paid work 38%
Other 2%
Finally, please add any other comments you would like to make about your GP practice:
© 2011 GPAQ V3 including all individual questions is copyright University of
Cambridge/University of Manchester

APPENDIX A – Survey Comments
NOTE: All written patient comments have been included in their entirety but details which could identify a specific staff and patient
have been removed to ensure anonymity. after hours help, even if it is only over phone, would be useful
--- all adverse comments relate to expensive 0844 telephone number and automated telephone communications. it is a great pity thet a doctor from ones own practice is not available on call evenings and weekends but that is a sign of the times
--- all gp's seen have been extremely helpful and made me have confidence in them
--- all of the gp's are fantastic except dr XXXX who misdiagnosess and simply can't be bothered. the 2 receptionist's that worked jan 19th in the pm are great. there are 2 others that are extremely rude and unhelpful.
---
All staff are very helpful, and have a good sense of humour which I believe is essential. I visit Lister House when I am unwell, but always come out feeling better and reasured at what the GP's have advised me to do. Thank you very much for all your continued care and hard work.
--- all the staff are very professional except for 1 of the gps who i choose not to see as i dont her very approachable and she does'nt listen effectivily. she is nor freindly and i dont feel compatable with her. nurses are excellant. dr
XXXX is wonderful, as are majority of the gps
--- almost impossibel to get through on phone, when you do all the appointments to see your regular doctor are taken and you cannot then book for next week and are told to ring back after 8.30 in 2 days time and the same pattern starts again. this is most unsatisfactory. it would be helpful to be able to book in advance for non urgent consultations
---
Apart from moving away from the area briefly in 2000 I have always been with Lister House surgery and could not imagine having to attend an alternative surgery. ALL of your staff are polite and friendly.
---
Appointment booking service and repeat prescriptions are much easier since the introduction of the online process which means I no longer have to wrestle with the dreadful telephone service at the practice. I hope that online appointment booking will not become impossible as more patients start to use it.
--- as a patient at this practice for 17years i have found it very pleasant, helpful, caring and reassuring. thankyou.
--- dr XXXX does understand me when i describe a problem and has helped me loads since i had car crash

--- dr XXXX is outstandingly the best doctor i have ever had
---
Granted it's customary to have phone-customer management systems, it does seem to take an exceedingly long time to book an appointment via the phone!
--- i am really grateful to dr XXXX for the support she has given to me over the last year. excellent doctor
--- i am very grateful for all the attention we get from this practice
---
I am very happy with Lister House surgery but a couple of comments I would make are that some of the receptionsists are not approachable or friendly which can put you on edge a little. Soemtimes it is not easy to see a specific doctor if you like them. The waiting times for specific doctors can be far too long (over 45 minutes). Maybe there should be a way to pre-warn patienst - ie if everyone gave their mobile phone numbers, the surgery could tect them if their appointments are running over 30 minutes late - just an idea!!
---
I am very happy with the Surgery and the services offered by them but only one thing I would like to suggest is to have a local number to book the appointments. Thank you.
--- i believe all the staff at lister surgerydo a fantastic job in dealing with all aspectsat patients/patient care. very often long hours in very demanding roles. always treated with courteously and respect
---
I believe that patients should be given adequate time for consultation periods. I have been in a situation fairly recently when I wanted to discuss a health issue which was worrying me, in addition to the one that I was originally being seen for, and was stopped mid sentence and told that I had run out of my allotted time...which had been about five minutes.Needless to say I left the surgery feeling both angry and frustrated at this take it or leave it attitude.
--- i found my previous doctor uncaring and inconsiderate. he also badly wrongly diagnosed my problem more than once. my new doctor [who i prefer to book with] is fantastic and everything i would want fron a doctor.
---
I have been on Lister Surgery list for over 32 years . I thought replacing Dr
XXXX who retired recently would have been an onerous task as a result of the rapport and care he has for his patients . However I have concluded that the recruitment process for his replacement was effective and the calibre of the GPs I have seen for consultation are of a high quality. XXXX MBE JP
--- i have been seen by various gps over the years and they have all been good
--- i have been with them since 1961. i am very happy with them XXXX
--- i have been with this practice for over 50yrs and have been extremely satisfied with the care i have received
---

i have just made an appointment today [30th jan] and the earliest one is feb 25th unacceptable.
---
I like the auto check-in system (when it's working)and the general atmosphere of reception and the waiting room is welcoming, clean and tidy.
The open plan of the reception office allows a clear view and the impression gained is that of being well organised, tidy and efficient while retaining the important personal touch.
--- i think lister house is an excellent surgery and dr XXXX in particular has helped me greatly through a very difficult time in my life
--- i think the surgery has improved dramatically in the last 5 years offering a very good service
--- i would like the appointments to have spare appointments free for the same day. i think it is very unfair that you can book appointmenst on the internet as older people who nead to see the doctor most are not on the internet
--- i would like to be able to see my dr a little more easily [dr XXXX] i feel some patients get to see him for things that coutd be followed up by another dr or nurse [as i do] i very rarely ask to see him and when i do manage to i feel as if i have managed to get an aapt with god [lol]
--- i would like to phoneand be able to get an appointment as even when i have phoned at 8.30am i am told that all appointments have been booked and i think this is unfair as not all of us are on the internet and it causes me a lot of worry and then i get in a panic as i never bother the doctor over petty things. and then in despration i have to bother the doctor and ask if she could possibly help me and by this time i am usually in tears
--- i would like to use the online system more but found that the receptionists did not know enough about it to help me with my questions
--- if they could sort out the phone it would be fine. much better reception that it used to be and easier access to early apps
--- in my experience locums are very good
--- in the 17yrs , as a parient i have found the reception to be helpful, understanding, kind and very pleasant, most reassuring. thankyou
---
Is there anyway that the reception desk could be lowered for disabled people and elderly people and just anyone that is 5' and under?
--- it has looked after me excellently for 35yrs
---
It's just unbelievable how long you wait for your call to be taken. I never succeeded in that. Usually end up asking my husband to go to the surgery personally and find out the information I need as I can't do that myself.
Needed an appointment for a vaccine today but couldn't make it through the phone. Very disappointing!!!
--- like the online booking system don't like the 0844 telephone number

--- lister house surgery and staff provide excellent health care. dr XXXX especially ge is always polite provides excellent health care and always has a smile to greet you whilst doing a very tryin job. am happy to provide my name and details if you wish.
---
Most of the doctors are good, but Dr XXXX seems to have a problem with any public sector employees.I nagged my husband into seeing a doctor and she made him feel like a time waster who was only after a certificate.His records would have shown that he very rarely seeks medical advice.Other people have found the same attitude.Also she never reviews his repeat prescription.
--- o object to phoning 0844 number. i pay anytime phone calls/ but 0844 numbers i have to pay extra and sometimes i am waiting in the phone fo a long time. please gp back to 01707 number
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On the one hand I am extremely pleased with my Doctor, who I feel has come to know me reasonably well since she joined the surgery. As such, and whenever possible, I like to see her on the couple of times I visit the surgery each year. However, I'm guessing she has become very popular with patients over the years, and it always seems to be difficult to get a future appointment, as she is either fully booked or has no available slots.
On the occasion I am offered an appointment, it is usually about three weeks before the first available appointment. Having recently taken advantage of your on line booking registration (a fantastic facility), I have today gone online to book a future appointment to discover my Doctor is not even on the list! Rang the surgery and was told she had probably run out of appointments and to try again later in the week. I know when I do go online later this week, I'll be looking at about three weeks before I can see her.
Has this Doctor got too many patients? Or is she being tied up with other
Doctors patients wanting to see her? I'd be interested to know why some
Doctors always seem to be available while others are always booked up.
Reception. In the twenty years I've been a customer of this surgery,I've seen the quality of your reception staff go from downright diabolical to almost satisfactory. There is the odd star among them, but I have to say that on the whole patients are not made to feel welcome, and that our presence is an irritation to them. You must not forget you are dealing with people who are often very ill and feeling down, so a little efficiency and sympathy would mean a lot to them. They may not always get a positive response, but let's not forget it is ultimately your patients that are paying your wages! Of course if you were a private business enterprise, you would have gone bust years ago. Can I suggest you take a good hard look at the quality of telephone service from companies like the tele
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On the whole pretty good. Sometimes long waiting time on phone when booking an appointment after 8.30 a.m. As I am hard of hearing, sometimes difficulty occurs differentiating between certain times, nine and five for example, as they sound identical to me.
--- quite satisfield with my gp practice
--- reception staff all helpful and freindly doctors always patient and thorough. been surgery patient fot 24 years

--- suffering from fibrymalgia could do with more info on how to manage this desise, dont feel that all the doctors recognise this as an illness
--- switchboard/reception answer quickly and helpful but face to face not always very approachable and freindly. not always surprisingly seeing same patients. would be good to have a tel call for advice as they have records and history
--- taking it all together i think it is very good b a l XXXX
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The 2 Doctors thatI see are both excellent [XXXX & XXXX] Trying to book an appointment on the telephone is often extremely difficult. Even at non peak times it is often 5 minutes or more before the phone is answered. This is very frustrating & expensive as the calls are made to a premium line number. The online booking system works well if you are not looking for an immediate/same or next day appointment.Most of the receptionists are helpful face to face but there are one or two who are often quite rude & aggressive without provocation [though in fairness less so in the past 3 months]. I would say that this aspect of the surgery's role needs the most attention.
--- the appointments system in its present form is appalling. today [monday
23rd january] the earliest i could get an appointment for was one week hence [30 jan] at nearly 7pm
--- the appointments system is really bad all the time. up to 1hr to get through to speak to someone then get given an appointment some time the following week as always i dont bother to phone anymore i drive over to save time and not getting stressed
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The clinical performance of the medical practitioners is excellent but the boundaries that are set for the administrators in making appointments and communicating with patients let the practce down.
--- the doctors are excellent but there are big frustrations in trying to get appointments quickly. the telephone system being told your call is important to us makes me feel i'm calling an insurance company not my g.p.
--- the doctors in this practice are excellent, this is why i have kept to this practice dispite living ib welwyn garden city now. regarding my health, generally i tend to this myself and occasionally need a doctors input. the only problem with the surgery is the extreme conjestion i experience when calling in by phone. perhaps the surgery should look into some kind of programme/event to educate people in self care/ relaxation/exercise/healthier eating etc.
--- the only fault is using a phone the cost of 0844 no is very expensive, as it sometime a very long wait for an answer.
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The phone system needs to be sorted out by the time you wait in a queue for a morning appointment all the appointments are usually taken.
--- there are several oustanding doctors at this practice. dr XXXX can

sometimes appear brusk with patients.
--- this is an excellent surgery
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This surgery has very high standards and could continuation of care. The only problems are getting to see a particular doctor at the most earliest time. But otherwise I am very happy with the treatment that I get here.
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Time to long to see Dr XXXX. It is two weeks or more.
--- very happy with my surgery
--- very very happy with my doctors
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Waiting room has chairs that can not be cleaned and no fresh air going into it. Not a great environment for waiting to see a Dr in at all. I always stand outside and nip in to see if I have been called. With a lowered immune sustem I do not risk waiting in the waiting area !
--- we are very fortunate to have this service and for the most part a free service. thankyou
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When I was teaching in London it was impossible to make an appointment or see a Doctor because of the surgery hours. Now I am retired it no longer matters. The difficulty in the practice is making the appointment. When one phones one hangs on for ages and hears an annoying woman who tells you the call is important many times
--- when there has been problems it would be polite if the practice manager replied to letters
--- would like to be informed when cholestrol bleed tests etc are due
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You have one or two really lovely receptionists, but also some who need to learn how to communicate with people and not make them feel like something on the bottom of thier shoe.
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The practice wishes to thank all patients who participated in the survey and gave their feed-back.
The practice also wishes to thank all members of the PRG group for giving up their time to read emails and attend meetings, without
which this report would not have been possible.