Local Patient Survey results

In Spring 2012 the practice has undertaken a Local Patient Survey that seeks the views of patients about key areas of the sevice we deliver; telephone access, reception, communication, consultations, continuity of care and enablement. The full survey results can be found here by clicking here.

The report benchmarks our performance against those of other GP practices. We are above the benchmark averaage for all of the questions asked in the survey. The free text comments however are a rich source of information about the quality of the service we provide. In consultation with our Patient Participation Group we have identified three key areas to address over the next 12 months:

  • 0844 telephone number. Despite achieving 13% higher rating for the telephone access questions than other GP practices the use of an 0844 number for the practice still causes concern to some patients. The practice intends to urgently investigate the use of an additional local number in addition to our 0844 number to meet these concerns
  • Queues are reception. Following discussion the Patient Participation Group we intend to prioritize actions to reduce queues at reception
  • Extended hours. From the survey it is obvious that patients are still not fully aware of the extended access surgeries we hold on Tuesday/Thursday mornings and evenings and Saturday mornings. We intend to publicize these better in the next 12 months.

This is what you said, now see what we are going to do!

Comments

Post a Comment

Popular posts from this blog

Kings Medical Practice - Privacy Notice

How we use your information This privacy notice explains why the Kings Medical Practice collects information about you, and how that information may be used.  As data controllers, GPs have fair processing responsibilities under the Data Protection Act 1998.  This means ensuring that your personal confidential data (PCD) is handled in ways that are safe, transparent and what you would reasonably expect.  The Health and Social Care Act 2012 changed the way that personal confidential data is processed. Therefore it is important that patients are made aware of, and understand these changes and that you have an opportunity to object if you so wish and that you know how to do so. Health care professionals maintain records about your health and any treatment or care you have received within the NHS (e.g. NHS Hospital Trust, GP Surgery, Walk-in clinic, etc.).  These records help to provide the best possible healthcare. NHS health records may be processed electronically, on
Read more

Online services

The practice has recently extended the number of Online services that we have available. The Online services are available via a link from our website, click here or via the SystmOnline app from either the Apple App Store for iPhones and iPads or from Google Play Store for phones and tablets running the Android operating system. Not all the services that you can access via the website are available via the app though. SystmOnline is a web based service that is linked to the practice clinical record system, SystmOne. SystmOnline will allow you to: manage appointments - book, change and cancel view/request prescriptions add/change contact details send a registration request request access to your SystmOne detailed patient record and you can then view an audit of who has accessed your patient record view your medical summary and/or detailed patient record via SystmOnline view details of patholog
Read more

Rules for handling confidential information

The practice handles confidential health information and we have to ensure that it is held securely and shared appropriately. A number of laws, principles and obligations govern how we should handle this information. But they have grown increasingly complicated to understand and this has sometimes made it hard for staff to make clear decisions about when they should and should not share confidential information. I am the practice and also NHS Wakefield CCG Caldicott Guardian. It is one of my jobs to ensure that we handle patient confidential information correctly. I went on an update day yesterday for Caldicott Guardian and came across 'A Guide to Confidentiality in Health and Social Care' produced by the Health and Social Care Information Centre. Click here for the link. The guide has a five rules that are very clear and will help staff be clear about how they should protect information and when they can share it. It is also useful for patients because it simply and cl
Read more