Feedback and Patient Input Group

I think as a practice we could do with more feedback from our users (patients).
We don't have, and have never had, a suggestions box.
We did have a patient participation group, which is currently inactive.
We get complaints, as all practices do. This is a form of feedback.
We get some plaudits, but being modest tend to shrug them off as nothing.
We can get feedback via the comments section on this blog.
We can see comments submitted via the NHS Choices practice page.
Another website people use is patient opinion.


We do look at any feedback we get and see if it needs any changes to be made.
Of course we aren't always in a position to make changes, and if changes do seem appropriate what amount of discontent would we need to see before changing anything? ie I don't think we should always change something on the back of one bit of feedback; but we might do.
It is a difficult time at the Surgery to get good feedback. Clearly the current accommodation isn't what we would like. We have few available appointments due to a combination of leave and Easter (and the Royal Wedding). We have a locum until Dr Thake can start properly in August. etc.


I thought that we might initially invite comment or feedback in the main area that taxes us most of the time - the management of urgent cases. 
This might cover the process of phoning in- to access your own GP or the duty doctor to call you back. How your case is then dealt with- eg with advice or a prescription or an appointment to see you. Maybe a house call. Is that appointment suitable for you? 


and so on..


We shall be looking at reconvening a patient participation group. If this sort of thing fires you up perhaps you might want to get involved. We could do with a few people who are patients who have some sort of background in management or business who are used to systems and change? on the other hand any people who have a clear idea about how they would like things to be would be welcome. 
Perhaps if we just get that sort of input we'll get a "predictable result"- if you are a bit of a wildcard perhaps you might be able to have a useful if alternative input.


If you do think you have something to add in this way then why not email in on leatside.surgery@nhs.net for the attention of Andrew Moore. As the practice manager he will be the convener of the group.


If you would like to comment on the area of urgent or same-day appointments then please email in on the same address with the content line "Feedback".


The third option is of course to use the comments section below the blog. Each comment is emailed to mine and Andrew Moore's inbox before it is published....

Leatside Statement of Intent 2010-2015

I found this document the other day. It had been written by my practice manager in response to a revisit from the investors in people as well as the outline plans for our redevelopment coming to fruition, so a statement of intent was firming up the rationale for redeveloping.

Leatside Surgery Statement Of Intent 2010-2015

What we are here for:

• To provide healthcare to people who register with the Practice for their immediate and long term problems. In doing this, to build and maintain the relationships with individuals and families that allow them to visit our surgery with confidence and trust.

• To deliver our services in a way that helps our society make the long term improvements in the general health of the public that it wishes to.

What we value most highly:

• Our ability to maintain the highest standards of healthcare and customer service

• Our ability to make patients feel understood, cared for and safe

• Our ability to make sure people working for the Practice feel happy and rewarded in their work

• Our ability to ensure the safety of patients and people who work in the surgery

• Our ability to deliver services that meet the requirements of the NHS

• Our ability to respond to change in the NHS and society generally and use this change for the benefit of the Practice and its patients

The most important things we want to develop over the next three years:

• To develop the Practice business: 

• by expanding our capacity to provide services to an increasing population, having regard to government plans to remove restrictions on patients registering with GP Practices such as ‘Practice areas’

• in the context of the new NHS ‘market’ approach to healthcare provision by seeking out new ways of providing services locally

• identifying areas of the Practice business where costs can be reduced or resources redeployed should the financial problems of the UK economy and the NHS lead to further restrictions or curtailment of the Practices NHS income.

• To continue the organisational development of the Practice in respect of:

• the numbers of doctors, nurses and administrative staff employed by the Practice and the distribution of workload and skills between these groups

• the use of IT and communications technology to improve and streamline Practice operations

• To continue to implement systems that assure the quality of care patients receive particularly through mechanisms for clinical governance, learning, appraisal and accreditation

What are we going to do about this over the period 2010 to 2015:

• We will continue to work toward meeting achieving the highest targets under QoF.

• We will develop new services through PBC funding following our successful implementation of schemes for COPD and continence.

• We will consider further developments in our IT and records system, particularly a move to a web based medical record keeping system and greater use of voice recognition software

• We will increase building capacity to reflect the continuing expansion of Practice services

• We will continue to increase our involvement in graduate and post graduate training of doctors

• We will implement changes that improve the way we deal with requests for same day access to doctors and nurses and find a better balance between ‘quick access’ and ‘booked’ appointments

• We will improve the way we market the Practice to ensure we are able to take advantage of changes in government policy or increases in the local population yo increase our list size

Patient Survey 2010

I have just seen that the latest patient survey results are available online here.
The full reports can be found here.
The highlights in comparison with the PCT are noted on one of the pages, and, despite the limitations of the small sample size used, it seems that we are easy to get hold of on the phone compared to other practices.
Having a modern telephone system allows flexibility in how people can phone in. It does also mean that by providing times when you can ring in to speak to your Doctor we set you up for disappointment if you can't get through because others are on the line.
My patients often tell me that they waited but couldn't get to speak to me. The trouble is that there is only so much time available in the day and I have to do Surgeries and house calls as well as find time for a bite to eat.
We could all spend longer on phone calls but it would likely be at the expense of some other area.
Some of my patients have my direct email address and for them that is now becoming an easier way to get hold of me. Some of the other doctors don't use email to communicate with patients at all. It is debatable whether that is really an effective way of keeping in touch but I am trying it out with a select few- by invitation if you like....
Perhaps in the comments here you could let me know what you think.