December 2013 Patient Survey Results

 355 patients took part in our Surgery questionnaire. This gave them the opportunity to comment on and rate the service which Wickham Market Medical Centre provide.  You will find the results of the survey to follow and any actions we have taken as a result to improve our service to patients.  Thank you to the patients who took part. Patient Survey

More advertising required to inform patients of the various methods of booking appointments  Advertise on website  Advertise in the newsletter  Advertise on posters in the waiting room Patient Survey

More advertising required to inform patients of the various methods of booking appointments  Advertise on website  Advertise in the newsletter  Advertise on posters in the waiting room Patient Survey

Extended Hours  Tuesday Evening with GP at Wickham Market 6.30pm to 8.00pm  Tuesday Evening with Nurse 6.30pm to 7.00pm  Saturday Morning at Wickham Market 8.30am to 11.45pm  One Saturday a month is offered at the Rendlesham Surgery  Extended hours appointments are for pre booked appointments only Patient Survey

More advertising required to inform patients of the various methods of booking appointments  Advertise on website  Advertise in the newsletter  Advertise on posters in the waiting room Patient Survey

Encourage patients to feed back positive and negative issues concerning the practice  Through the patient group  Suggestion box in reception  Via website Patient Survey

Reception  The Receptionist/Administration Team has been restructured since the previous patient survey  Alterations to the front of house have also taken place Patient Group

Feedback re Reception Service  ‘ I would particularly like to mention the reception staff at this practice who are always so very helpful, courteous and kind ’  ‘ Excellent service given by reception ‘  ‘ The receptionists are always very patient and polite ‘  ‘ Greatly improved receptionist of late the training must be working ‘ Patient Survey

Requests re more hours at Rendlesham  ‘ I would like to have more chance to be seen at Rendlesham ‘  ‘ Long wait needed in order to obtain an appointment at Rendlesham ‘  ‘ I would like a full time practice at Rendlesham ‘  ‘ Rendlesham could be more available at more hours ‘  ‘ We need more hours in Rendlesham ‘ Patient Survey

Additional Hours requested at Rendlesham Surgery  At least one extra GP sessions are added each week  Rendlesham Surgery is open until 6.30pm on Mondays and Wednesdays  Rendlesham Surgery is open until 5.30pm on Fridays  Prescribing Pharmacist will be available at Acer Road Pharmacy, Rendlesham in the near future to deal with minor ailments etc Patient Survey

 Partners continually review access  Partners have visited other Surgeries to review different appointments systems, including ‘Dr First’  Partners have bench marked own service levels with other practices within the DHG Group Patient Survey

Emergency Clinics  Emergency clinics are held each morning at Wickham Market at 11.40am  Patients will see the GPs that are on duty in the order that they booked into the clinic Patient Survey

 GP’s constantly review how their surgeries are set up  Catch up slots are inserted where appropriate  The introduction of the emergency clinic has improved waiting times  The partners review surgeries on a monthly basis Patient Survey

 Telephone appointments are available on a daily basis with the GP’s and Nurses  The partners are currently reviewing the booking of patient appointments Patient Survey

Comments received from Patients  ‘ Excellent service given by reception and Doctors ‘  ‘ Very good practice and service ‘  ‘ Very helpful people at the centre, nothing is too much for them to resolve ‘  ‘ Best Doctor I have ever had – he is like a good friend ‘  ‘ Excellent Practice ‘  ‘ Best practice I have been to excellent Doctors, Reception Staff and Nurses, all around very very good, thank you ‘ Patient Survey