1. Regal Chambers Surgery Patient Reference Group Meeting 16 th January 2013

2. Regal Chambers Surgery What’s been happening since we last met? Plans in the pipeline Newsletter A few QI facts and figures CQC – what it means for the practice and PRG Patient questionnaire for 2013

3. Regal Chambers Surgery No. of children 0-10years seen Oct – Dec 2012 was 846. Number of times they were seen during this period was 2.51. Total number of 0-10 children on list = 1712 No. of patients 65+ years seen Oct – Dec 2012 was 1848. Number of times they were seen during this period was 4.10. Total number of 65+ patients on list = 2119

4. Regal Chambers Surgery Number of calls to practice from 1.9.2012 – 4.1.2013 = 76,539 Average time for a call to be answered = 00:02:01 Average length of call = 00:03:30

5. Regal Chambers Surgery Complaints In 2012 we had 19 written and 8 verbal complaints (lots more general grumbles though!) Written complaints were about the following: GPs= 6 Staff=4 Systems=9 (appointments, phones, recall, results etc) Patient=1 (one member of staff complained about a patient) Verbal complaints were about the following: GPs=3 Systems=5 (appointments, phones, recall, results etc)