This year we didn't have to do a survey but welcome your comments through www.iwantgreatcare.com or via the paper copies held on each reception desk.
We did however provide a report to NHS England as part of the requirements for this service. Details of this will be available to upload shortly.
I have left the results of last year's survery on for another year.
We have conducted our annual survey (2013) and I have presented the results to the Patients Group, who are deciding which actions need doing in response to the results. A full report will be uploaded to this site as soon as the decisions have been made.
WE NEED YOUR COMMENTS
As a patient of Newgate Medical Group your opinion and comments are welcomed by the practice. In order to help us improve the services we offer we currently have a few ways in which you can get your suggestions, comments complaints to us.
PATIENT REPRESENTATION GROUP
MRS P RADFORD (chair) MRS M BRAY MRS L CHAMBERS MRS L WEDDERBURN MRS A CLARKE MRS A WAUGH MR G WAUGH MRS L DE BURGH MRS V COOKSON MRS A PEEL MRS M PORTER,MR C BURTON, MRS J ORTON, MRS R ROBINSON, MRS W MINSHALL, MR C WALTON EVANS, MR R WOOD, MRS D WOOD.
This meets on a regular basis - usually every two months - and at the moment has 18 members. We are actively trying to recruit so if you have an hour to spare on a lunchtime once every two months, please leave your details with any of the reception staff or drop your contact details in the box provided in the foyer at the Health Centre.
Look at the Notice Board in the foyer that is for the Group for any News.
With their help we have managed to complete a patient survey which provided excellent results and also gave us a few ideas of ways to improve certain areas.
We also felt a practice newsletter should be implemented and we produce one of these every quarter which gives interesting information about the practice and any news or changes in certain areas and these are discussed with the group and it is decided at this forum what we need to put in to the newsletter.
There is a suggestion box in the foyer at the Health Centre for anyone to add any suggestions or comments. These can be anonymous. The box is opened each week.
The Practice Manager, Sheila Smith, is always available to receive your comments and suggestions. Alternatively, if you speak to any member of the Reception Staff they will always pass any information on to her on your behalf.
All results in % No Knowledge Poor Fair Good Very Good Excellent
Satisfaction with opening hours 1 1.5 13 38 30 16.5
Ease of contacting by phone 1 12.5 26 30.5 18 12
Opportunity to see Dr within 48 hrs 6 7 18 29 22 18
Privacy & Confidentiality in waiting 0.5 12 28 33 16 10.5
Rating your recent consultation? 1.5 1.5 5 27 31 34
Manner you were treated by reception 0.3 3 12 29 31 24.7
Opportunity to make complaints/praise 38 2.3 11 19 13 16.7
Longest time to wait for appointments
Less than ten minutes = 29
Up to 20 minutes = 42
Over 20 minutes = 29
As you can see these results brought up a few points we needed to address.
We have changed the telephone system so that more extensions are available for appointments and prescription requests - whereas one staff member answered all the calls and directed them, there are now about 8 reception staff manning extensions for callers to get through.
Unfortunately the nature of the building means the reception areas are a little open and privacy can be difficult but we have put signs up around the building saying that if a patient requests more privacy then this can be accommodated by taking them into a room.
We have also increased our signage about how a patient can complain/praise/raise suggestions etc so patients are better informed. For those not coming to the surgery we have also put the information on the website and in the practice leaflet.
If you are interested in Joining the Patient Group please email firstname.lastname@example.org or telephone her on 01909 500266