Notes of Regal Chambers Surgery Patient Reference Group Meeting – 20.2.2012
Present:
Yvonne Pope (RCS)
Katie Duguid (RCS)
Chris Duguid (RCS)
Margaret Piggott
Vivienne Goodwin
Victoria Tizzard
Keith Hoskins
Apologies:
Janet Piesse
Bernard Follitt
Shelly Gibel
Di Blockley
Margaret Blaza
Pat Cherry
Heather MacMillan
Virginia Wilson
Michael Taylor
Judi Billing
YP made introductions and thanked everyone for coming. The purpose of this meeting was
to review the patient questionnaire which had run throughout January 2012 as part of the
first Newsletter which the PRG had produced.
YP explained that the questionnaire had been seen by all members of Regal Chambers
Surgery and that they had had the opportunity to feedback into to process. YP projected the
results of the questionnaire along with comments to each of the points (see below)
There was discussion as to whether there were percentages available for each of the
responses. YP said that she had not done this, however, this could be something we did for
the next follow-up questionnaire.
It was clear from the results that for every positive there was a negative i.e. some patients
liked the phone system whilst others did not.
The main areas of concern and discussion were around the telephone system, the
appointments system and communication in general.
YP explained that she had applied for funding to upgrade the current telephone system.
This would enable the practice to collect data which would identify, for example, when the
system was at its busiest and therefore when more staff needed to be available to answer
phones. The use of on-line booking should reduce the number of people needing to phone
in. Currently only 4% of the practice population of 12,500+ patients were signed up to the
on-line option but it is in its infancy so this will undoubtedly increase.
The appointment system was discussed. There were comments around the fact that you
could either see a GP ‘on the day’ or in a week’s time but there was nothing in between. YP
explained that this system was as a result of looking at patient demand. There are more
patients who need to be seen ‘on the day’ than those who wish to book in advance. There
are usually between 6-8 weeks of appointments available in advance. In order to provide 2
Duty Doctors each day quite often the full-time GPs are allocated to be Duty Doctor more
than once a week which can make it difficult for their own patients to see them routinely.
We also discussed changes made to the appointment system. In future, any major changes
will be advertised in advance in the practice, on the website and via the waiting room
information screen.
The reception team had not fared well in the questionnaire. In order to address this, the
practice had increased their meeting schedule and now receptionist will meet monthly
rather than quarterly and have an educational element within their regular meeting.
Currently, there are no courses available to reception staff who work within the Primary
Care setting.
Members of the PRG were keen not to demoralise the staff as they
understood they were often in a difficult position and unable give the patients what they
wanted. The practice is committed to improving. It was agreed it’s not what you’re told
but how you’re told.
AOB
YP is available, and happy, to speak to any patient who has concerns or is
unhappy with their experience at Regal Chambers Surgery. The staff know to
refer patients to YP but this will be added to the information screens so that
patients are more aware.
There was a suggestion that there is a photoboard of staff to identify who
everyone is
There was a concern that the practice is closed each lunchtime. In fact, the
practice is only close on Tuesday between 12.45pm and 1.45pm when the
practice meets. At all other times the doors are open but the main switchboard
is closed. Any emergencies can ring an alternative number.
Letting patients know when a doctor is leaving was raised. It was explained
that, although each GP has their own list of patients, a large number of patients
see other GPs. It is not feasible to contact every patient. In addition, it’s entirely
up to the GP who is going when they want to let the patients know. Some
prefer to let patients know immediately whereas others have wanted to leave it
until the last possible moment.
The next meeting will be held in two month’s time on Wednesday 18th April
2012
Patient questionnaire – things patients would like to change
Premises
Reception noticeboard – too much information to read –this is something we will review
Would like child-friendly corner – where? It would mean GPs coming to search for
patients and may cause a delay but happy to consider
Improved signage – lettered areas not same as booking in screens –unusual as this is
checked daily but are now more aware of this
Soft relaxing music instead of TV/videos – we need a licence to play this. We have had
complaints from patients in the past is certain tracks have personal significance and this
has caused upset
Queue system to reach reception – we didn’t understand what this meant
Sound proof consulting rooms – rooms are already soundproofed except for Registrar’s
room
Upstairs waiting room a bit grim – we are constrained by Fire Regulations as it has an
artificial roof. Any suggestions most welcome
Parking for patients – sorry, nothing we can do about this
Waiting areas to be more clearly identified (letter or number) – this has been in place a few
months already so I wonder if this patient has not been for a little while.
Less notices telling you what you cannot do – we agree! It’s under review
More space between chairs in reception – this patient didn’t identify which reception area
they were speaking of so hard to assess
Unable to go to first floor with double buggy – this is why we have offered buggy parking
in the foyer. This was not a custom-built surgery premises.
Waiting space a bit cramped at the front – again, not a lot we can do about this. Sorry.
Appointments/Prescribing
Accurate information on how late GPs are running – currently this is not available on the
touch screen but we have asked for this as a development. Reception has also been
asked to let patients know when they are able.
To reserve some appointments each day with senior doctors – this wasn’t considered a
good use of resources.
Inaccurate information about GPs not being available but then subsequently are – we think
this happened when we were moving computer systems. Some doctors were blocked out
for extensive training but then became available as they became more competent on the
system. Perhaps we didn’t explain this well enough at the time.
Phone-in system – this patient didn’t elaborate so it’s difficult to know what point they
wanted to make
Make more appointments available on the day – we have 2 Duty Drs each day who will see
as many patients as it takes to deal with the problems that can’t wait for a routine
appointment.
More doctor appointments available in winter – this was something we had already
started to consider e.g. having a seasonal timetable
More access to our own doctor – obviously it will depend on who this patient’s GP is. Not
every doctor works full-time e.g. 9 sessions.
Takes too long for prescriptions to get done – we’ve worked really hard to improve this as
we are aware it was extremely difficult during October and November when we were
changing systems.
Different desk for prescriptions – unfortunately, we don’t have enough staff to be able to
support this all day long
Getting an appointment at a suitable time – this patient didn’t say what they considered
‘suitable’ so it’s difficult to comment
To make an appointment –this is an unclear comment
Availability of appointments–this is an unclear comment
Reception queues – unfortunately, there is little we can do to predict demand and when a
lot of people may arrive
Constant change with how you book appointments – absolutely agree and will give a longer
lead in time when making huge changes in the future
Regular length of appointment - this is an unclear comment
System for seeing doctor on the day – there is a system for seeing a doctor on the day but
it’s clear from this questionnaire that we need to make this clearer to patients
More appointments to book in advance - you are already able to book 6-8 weeks in
advance
Often lengthy queues to make an appointment – unfortunately, there is little we can do to
predict demand and when a lot of people may arrive
Appointments being given when doctors are in meetings – we believe this was an isolated
occasion
Information about the likely wait time - currently this is not available on the touch screen
but we have asked for this as a development. Reception has also been asked to let
patients know when they are able.
To be able to see the doctor rather than speak on phone – this is entirely the patient’s
choice
Easier, quicker appointment system for non-computer users- we have already amended our
phone system to make it faster for patients to get an appointment and hope this helps
An appointment system based around patients needs e,g, emergency/same day need – this
is what we have but it comes back to us advertising this better and making it easier for
patients to understand
Proactive health checks e.g. check blood pressure/cholesterol checks – we do these and
have to as part of our Quality and Outcomes Framework (QoF) contract
Queues at reception can be very long sometimes – we accept that this can be difficult but
it will depend entirely on what the person in front of you needs us to do for them
Emergency doctor for same day appointment – this is what the Duty Doctor system
offers
Would like it easier to get an appointment as you need to see a doctor that day – this is
what the Duty Doctor system offers
Prescriptions made on the spot - prescriptions can only be signed by doctors and it would
not be a good use of doctor time to be sitting on reception producing prescriptions
Unable to get appointment with GP – surgery falling apart – this patient could have used
the complaints system.
Being harangued for asthma reviews even when feeling perfectly well because surgery has
to have boxes ticked – this highlights one of our difficulties as a patient further up
wanted us to undertake proactive health checks, this patient obviously doesn’t
Get more doctors to make it easier to get an appointment – more doctors is not always the
answer. GPs see patients for many things which adults could deal with themselves.
Over prescribing worries me. I have too much codeine phosphate but would never refuse
just in case. Having said that, under-prescribing is also irritating for the poor doctor’s can’t
win really!
Partners/doctors
Send a few GPs to charm school (GP named) – staff felt that some patients would benefit
from this too
Non-clinical staff
Ask reception team to empathise with patients more
Send some receptionists to charm school– staff felt that some patients would benefit
from this too
More counter staff – long queues as only 1 member of staff- work patterns have been
addressed to accommodate this
Some members of staff are rude and it appears too much trouble to help you
More on reception when there’s a queue- work patterns have been addressed to
accommodate this
Staff (train more) – now being done within receptionist meetings
Morning staff not very helpful or friendly
More friendly
The stress that receptionists seem to be under
Queue is always long and no-one comes out to help
Named older member of staff very unhelpful and should be more polite – this is the same
person someone thought should be on reception more
Develop reception staff’s knowledge so they accurately book appointments with right
person
The reception staff’s attitude
Being made to explain my problems to a receptionist in a room full of people
Have changed appointments by phone but sometimes not been recorded as such
Ensure that all receptionists are cheerful all the time and not that patients are an irritation
Receptionists are not particularly welcoming
Would like to see a named receptionist on reception more – this is the same person
someone else thought was unhelpful and should be more polite
Unhelpful morning staff
Some staff make you feel unwelcome, stupid or simply uninteresting
IM & T/Phones
Length of phone-in information message – this has been shortened but we have now had
complaints that it’s too fast
Offer on-line direct access to NHS Direct – this is available via website
Make phone lines quicker and sort out log-on details
Phone appointment system not always easy to use
Telephone communication difficult
Not keen on modern technology
Phone system and waiting times on phone
Be able to access test results on line with ‘further action’ information – this is a system
development which is being tested
Get rid of computer system
The length of time it takes reception staff to answer the phone
Long time to get through and speak to someone
Not everyone has on-line facilities and therefore unable to make appointment when needed
Phone choices are difficult
The phone system
Faster telephone system and phone consultations
Telephone booking system
New telephone system is terrible. On hold for ages. On line system not much better. Only
seems to have trainee doctors on there – trainee GPs have never been included as they
change every 4 months.
Nursing staff
No comments
Other services
No comments
Overall
Too many chiefs and not enough Indians
Changes that are not necessary
Give more information to patients about commissioning and new social welfare legislation
Add ‘patient information’ talks on useful topics at weekends and evenings
Have a confirmation letter to new patients inviting them for a medical – new information
pack now available
Other than the questionnaire, the newsletter was not a useful use of resources
Put antibacterial wash on book tables – this is provided as you enter the building as
individual ones are stolen
Lack of children’s books in waiting area – we are happy to accept donations of unwanted
books. We do not supply them as they are stolen
Patient questionnaire – things patients like
Premises
Clean and smart
Good facilities
Bright and welcoming
Clean and reassuring
Very fresh, bright surgery
Always clean and tidy
Clean, modern building
Layout
Warmth
Clean
Clean and bright
Always clean
Light and airy premises
There is parking not too far away
Modern, clean building
It’s clean
Directions to correct area of surgery
Bright, clean atmosphere
Bright and airy
Good access
Clean and tidy
Location
Nice reception area – obviously the money has been spent on that rather than getting more
doctors which is what’s actually needed – the practice does not own this building and so
any refurbishments are made by the Landlord not the Partners
Appointments/Prescribing
Efficient appointment arrangements
Repeat prescribing system good
Short waiting time
Short waiting list to be seen
Telephone consultations
Quick response
Good repeat prescription system
Booking system quick and I can usually get an appointment
Waiting time kept to a minimum
Normally fast at booking appointments
Partners/doctors
Excellent leadership from named partner
Prompt personal replies when things go wrong
Experienced, compassionate partners
Always get a call-back from doctor if requested
Never feel rushed and trust the information given to me
Qualified, professional, resourceful and supportive
Friendly doctors
Doctors very helpful and polite
Nice doctors
Doctors helpful and courteous
Helpful doctors
Staff are very helpful
Pt names particular doctor as a positive point
Doctors are good
Continuity of care – seeing same Dr
Drs pleasant and sympathetic
Drs always polite and give good advice
The phone back facility is good and saves time all around
The numbers of doctors in the surgery means that it’s usually easy to be seen
Doctor phone diagnoses when no appointments available
Drs are very helpful
Doctors ask questions and spend time explaining illnesses
Those doctors who treat me as if I am an adult
Friendly, approachable, non-judgemental GPs
Doctors very good
Doctors excellent
Non-clinical staff
Friendly and welcoming staff
Friendly, polite, professional responses to queries
receptionists
Friendly staff
Helpful and friendly staff
Pleasant manner
Friendly staff
Helpfulness of clerical staff
Everyone very friendly
Helpful desk staff
Afternoon staff polite
Helpful ‘front of house’ staff
Courteous and efficient
Always helpful
Receptionists always very helpful
Friendly, helpful receptionists
Helpful staff
Helpful, friendly staff
Very kind staff
Afternoon receptionists always nice
Afternoon staff very good
IM & T/Phones
Electronic booking system
On-line booking system
Self booking system
Rapid check in system
On line appointment booking
Being able to book out of hours on the phone
Check in screens work efficiently
Check in computers
Computerised check-in
Touch-screen check-in
Nursing staff
Excellent – genuine concern
Nurses are lovely – shame about some GPs
The presence of minor illness nurses makes me feel I do not waste doctor’s time
Stop smoking support from named member of staff
Nurse support for diabetes
Minor illness nurse appointments
Nurses always friends and helpful
Friendly nurses
Nurses excellent
Other services
Comprehensive community services
Overall
Well organised and efficient
All staff seem willing to try new things and improve services
Always treated as special
Being diabetic I am well looked after
Flu jab procedure well organised
Staff are very friendly and helpful from doctors through to the receptionists
Proximity to where I live
Quiet
You don’t get the sense of shortage of resources or treatment
Good toys for kids to play with
Professional, helpful and polite
Availability of information
The fact that it has been a family surgery for over 40 years
Friendliness
Wide range of services provided