1. Blandford Medical Centre Presentation to Patient Forum Group “Patient Survey Results” 21 March 2014

2. Update on Action Plan from 2013 Identify itemAction to be taken by PracticeTimeframeUPDATE 21.3.2014 DNA’s (Did Not Attend) Publish this information on a three monthly basis on the website and on practice calling screens. Agreed Commence at the beginning of April 2013 DNAs were recorded throughout the remainder of the year and displayed However due to the magnitude of DNAs the practice purchased MJog an automated appointment reminder system. DNA have started to decrease, but slowly.

3. Update patient information 1.Not always easy for patients to identify what service has changed and which practice leaflet reflects the changes. The practice will try and change colour of practice leaflet if possible. 2.The reception desks very cluttered with other leaflets. Reception areas to be tidy and clutter free of leaflets other than those that reflect changes to services. Beginning of April 2013 New leaflets will be available from May 2014; this will reflect GP changes taking place. Reception team continue to keep on top of clutter in these areas.

4. Keep Patient Forum Group Update on Recruitment Practice advertising currently for a new salaried GP, closing date for advert is 14 April 2013. To be done at next meeting Dr Nirmal joined the practice in May 2013. Dr MacGarrow will be joining the practice from 1 April 2014 Braintree Locality should considered discussing the patient pressures being experienced with the PCT/CCG Practice Manager’s for Witham, Braintree and Halsted will be requested to speak to their Partners about this request. Next meeting of Practice Manager’s All Patient Forum Members are aware of our efforts. Brooks Newmark MP has been invited to join the meeting today

5. RECEPTION TEAM

6. Reception Staff are friendly?

7. Reception Staff listened to my concerns

8. Reception staff were helpful and offered information

9. Reception Staff were efficient

10. Reception Staff were professional

11. NURSING TEAM

12. Nursing Staff were friendly

13. Nursing Staff listened to my concerns

14. Nursing Staff were helpful and offered information

15. Nursing Staff were efficient

16. Nursing Staff were professional

17. DISPENSARY TEAM

18. Dispensary Staff were friendly

20. Dispensary Staff were helpful and offered information

21. Dispensary Staff were efficient

22. Dispensary Staff were professional

23. SEEING THE DOCTOR

24. Appointment type

25. After arriving at the surgery, the wait to see the doctor was reasonable?

26. I was happy with the medical care I received?

27. Doctor listened to my concerns?

28. Adequate time was given to my problem?

29. I received clear explanations or written information about my problem?

30. ABOUT THE PRACTICE GENERALLY

31. I can easily contact the practice by phone?

32. I am satisfied with the day and time of my appointment?

33. I was able to book in advance or within 48 hours?

34. There is availability for my preferred doctor?

35. LIFESTYLE ADVICE

36. Surgery displays sufficient lifestyle information on the notice boards?

37. When last seeing a Nurse or Doctor I would have liked to be given more lifestyle advice?

38. TEST RESULTS

39. Who gave you your results?

40. I am happy with the way results were given to me?

41. COLLECTING MEDICATION

42. Are you aware of the different ways of ordering your repeat medication?

43. How often do you visit the practice?

44. Additional comments concerns? Unable to get through to the practice between 8 -11am as constantly engaged, having to spend too 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 appointment with appropriate clinical staff member the same day.

45. 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

46. 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 and professional service given to all its patients Doctor advice very good First visit today, registration was very easy and efficient

47. 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 the good 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 an appointment.

48. Patient registrations at end of March 2013 Practice list was closed within Braintree Town

49. Patient registrations at 19 March ‘14 All practice lists are now open. Difference of 105 registrations against March ‘13

50. DNA comparisons Full year for 2012 = 1464, reduction in DNAs of 116 = 0.92%

51. DNA comparisons Same period last year = 359, reduction in DNAs of 71 = 0.80%

52. ANY QUESTIONS?

53. THANK YOU FOR ATTENDING