‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Local Patient Participation Group
21st January 2015
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Agenda
• Update about the practice
• NHS England survey results
• Plans for the coming year
• Friends and Family Test
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Practice update:
8-8 working
New Appointments availability
Evening Event in St Mary’s Church – Dementia
Practice recruitment
More Medical Student places
More Research – Gout and Cancer
Increased access to Psychological therapies
Falls pathway
ICT
New facilities
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Interesting statistics
In the last year…
9134 patients seen in 49,549 appointments
142,869 items of medication were prescribed
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
NHS ENGLAND
National Survey Results
191 patients responded to the survey
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
How easy was it to get through on the telephone?
Numbers shown as %
7
0
25
12
Very easy
Fairly easy
Not very easy
Not at all easy
Haven't tried
52
6
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Helpfulness of Receptionists
Numbers shown as %
0
5
0
Very helpful
43
45
Fairly helpful
Not very helpful
Not at all helpful
Don't know
7
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Frequency of being able to see your preferred GP?
Numbers shown as %
0
39
30
Always or almost always
A lot of the time
Some of the time
Never or almost never
22
8
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
When did you want to see them?
Numbers shown as %
7
17
On the next working day
A few days later
6
A week or more later
I didn't have a specific day in
mind
30
9
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Able to get an appointment or to speak to
someone
Numbers shown as %
13
Yes
7
Yes, but I had to call back
closer to or on the day I
wanted
No
75
10
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
What type of appointment did you get?
Numbers shown as %
0
10
0
Appointment to see a GP at
the surgery
Appointment to see a nurse
at the surgery
23
74
Appointment to speak to a
GP on the phone
Appointment to speak to a
nurse on the phone
Appointment for someone to
visit me at my home
11
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
How satisfied are you with the opening times?
Numbers shown as %
0
0
6
Very satisfied
Fairly satisfied
18
36
Neither satisfied nor
dissatisfied
Fairly dissatisfied
Very dissatisfied
I'm not sure when my GP
surgery is open
32
12
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Overall experience at the surgery?
Numbers shown as %
0
0
9
40
Very good
Fairly good
Neither good nor poor
Fairly poor
Very poor
49
13
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Would you recommend the surgery to friends or
family?
Numbers shown as %
5
0
11
48
31
Yes, would definitely
recommend
Yes, would probably
recommend
Not sure
No, would probably not
recommend
No, would definitely not
recommend
14
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Would you recommend the surgery to friends or
family?
Numbers shown as %
Yes, would definitely
recommend
5 0
11
Yes, would probably
recommend
Not sure
48
31
No, would probably
not recommend
No, would definitely
not recommend
Don't know
15
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
Complaints received
2
Clinical
Admin / Reception
9
18
Processes
Hospital care
4
16
‘A centre of excellence delivering high
quality care where patients and staff
choose to be’
ACTION PLAN
•Introduce SMS text messaging service for appointment
reminders and data collection
•Advertise and promote opening hours
•Improve on Friends and Family test results
•Plan another patient event
•Become a ‘Dementia Friendly’ organisation
17