Blandford Medical Centre
Presentation to
Patient Forum Group
“Patient Survey Results”
21 March 2014
Update on Action Plan from 2013
Identify item
Action to be taken by Practice
Timeframe
UPDATE
21.3.2014
DNA’s (Did NotAttend)
Publish this information on a threemonthly basis on the website and onpractice calling screens.
Agreed
Commence at thebeginning of April2013
DNAs were recorded throughout the remainder of theyear and displayed
However due to the magnitude of DNAs the practicepurchased MJog an automated appointment remindersystem. DNA have started to decrease, but slowly.
Update patientinformation
1.Not always easy for patients toidentify what service has changed andwhich practice leaflet reflects thechanges.
The practice will try and change colourof practice leaflet if possible.
2.The reception desks very clutteredwith other leaflets.
Reception areas to be tidy and clutterfree of leaflets other than those thatreflect changes to services.
Beginning of April2013
New leaflets will be available from May 2014; thiswill reflect GP changes taking place.
Reception team continue to keep on top of clutterin these areas.
Keep Patient ForumGroup Update onRecruitment
Practice advertising currently for a newsalaried GP, closing date for advert is 14April 2013.
To be done at nextmeeting
Dr Nirmal joined the practice in May 2013.
Dr MacGarrow will be joining the practice from 1April 2014
Braintree Localityshould considereddiscussing the patientpressures beingexperienced with thePCT/CCG
Practice Manager’s for Witham, Braintreeand Halsted will be requested to speak totheir Partners about this request.
Next meeting ofPractice Manager’s
All Patient Forum Members are aware of ourefforts. Brooks Newmark MP has been invited tojoin the meeting today
RECEPTION TEAM
Reception Staff are friendly?
Reception Staff listened to my concerns
Reception staff were helpful and offeredinformation
Reception Staff were efficient
Reception Staff were professional
NURSING TEAM
Nursing Staff were friendly
Nursing Staff listened to my concerns
Nursing Staff were helpful and offeredinformation
Nursing Staff were efficient
Nursing Staff were professional
DISPENSARY TEAM
Dispensary Staff were friendly
Dispensary Staff were friendly
Dispensary Staff were helpful and offeredinformation
Dispensary Staff were efficient
Dispensary Staff were professional
SEEING THEDOCTOR
Appointment type
After arriving at the surgery, the wait to see thedoctor was reasonable?
I was happy with the medical care I received?
Doctor listened to my concerns?
Adequate time was given to my problem?
I received clear explanations or writteninformation about my problem?
ABOUT THEPRACTICE
GENERALLY
I can easily contact the practice by phone?
I am satisfied with the day and time of myappointment?
I was able to book in advance or within 48 hours?
There is availability for my preferred doctor?
LIFESTYLE ADVICE
Surgery displays sufficient lifestyle informationon the notice boards?
When last seeing a Nurse or Doctor I would haveliked to be given more lifestyle advice?
TEST RESULTS
Who gave you your results?
I am happy with the way results were given tome?
COLLECTINGMEDICATION
Are you aware of the different ways of orderingyour repeat medication?
How often do you visit the practice?
Additional comments concerns?
•Unable to get through to the practice between 8 -11am as constantly engaged, having to spendtoo much time on trying to make an appointment.
•Appointments do not fit around “school runs or work”.
•Retired patients take later appointments.
•No extended hours.
•Making an appointment in advance.
•Don’t want to discuss my problem with receptionist.
•Should be able to make an appointment any time at the practice.
•Test results should be given by qualified staff eg Doctors. Should be able to get an appointmentwith appropriate clinical staff member the same day.
•Booking system convenient but often not sufficient appointments available
•Fines for patients that don’t cancel their appointments
•No privacy at the front desk
•Want to see my own doctor
•Home visit requests are difficult to obtain
Compliments received
•Staff very friendly and helpful
•All staff seem stretched
•Very difficult for everyone, but I don’t know how to make it better
•Received fantastic treatment
•Pharmacy staff are exceptionally good
•Given the enormous patient list size the practice has, I am in awe of the excellent andprofessional service given to all its patients
•Doctor advice very good
•First visit today, registration was very easy and efficient
•Practice is quite often busy but staff are always friendly and helpful
•Practice is best ever, keep up the good work and give yourselves a pat on the back
•Always been a great doctors surgery, can be difficult to get an appointment, keep up thegood work
•Very pleased with website
•I would particularly like to commend the reception and nursing staff
•Have no complaints, staff are always friendly and helpful and never had an issue in getting anappointment.
Patient registrations at end of March 2013
Practice list was closed within Braintree Town
Patient registrations at 19 March ‘14
All practice lists are now open. Difference of 105 registrationsagainst March ‘13
DNA comparisons
Full year for 2012 = 1464, reduction in DNAs of 116 = 0.92%
DNA comparisons
Same period last year = 359, reduction in DNAs of 71 = 0.80%
ANY QUESTIONS?
THANK YOU FOR ATTENDING