1. PATIENT SURVEY Thank you to those who completed a Patient Survey Questionnaire, the response was very good and we got a total of 255 completed, so here’s what you told us……….

2. “Getting an Appointment within 2 days”
What you said:
24% of patients said they were unable to
get an appointment within 2 days 
Comments included:
“difficulty getting through to the practice to get
an appointment

3. “Getting an Appointment 2 days in advance”
What you said:
23% - found it difficult to get an appointment
in advance of 2 days
Comments included:
“difficulty accessing regular blood monitoring
appointments” and “books not made up in
advance”

4. Getting an appointment
What we have done:
Recruited a further HCA for Blood Monitoring appointments Monday am and Tuesday am, along with dedicated appointments on a Wednesday and Thursday. Phlebotomist still available on a Friday Long Term Action: Recruit a Full Time HCA once room capacity allows
Appointment books made up in advance where possible – (the practice sees high numbers of Did Not Attends the further in advance appointments are made)
e.g.
Total days lost Dec-Jan = 21 days and 2 hours
Equivalent to the practice losing more than a
full time GP

5. “Telephone Answering and Access” How easy have you found accessing the practice by phone in the past 6 months
What you said:
 6% Haven’t Tried
22% Very Easy
37% Fairly Easy
22% Not very Easy
9% Not at all Easy
1% Don’t Know
4% Didn’t Answer

6. Telephone Answering and Access
What we have done:
Telephone System – The practice is looking at new telephone management systems to make calling the practice easier, the practice is hoping this can be a short term goal but will be dependant on plans for new premises
Communication – The Patient Group are putting together educational material on the clinics available in the practice and when best to call. E.g. You don’t need to call at 8.30am to get an appointment with the Urgent Care team
Alternative Appointment Booking – The Patient Group are going to pilot an internet booking service which will enable patients to book/view/change appointments on line

7. Wanting to get involved
Would you like to be involved in the shaping of the practice for the future? If you are interested in joining the Patient Participation Group please either log onto:
or leave your contact details at reception
Many Thanks
Lisa Baldwin (Practice Manager)