We have now set up a Patient Reference Group and we are still looking for any patients who would be interested in joining us. If this applies to you please contact the Surgery either in person or by phoning us on (0191) 2834820.
At present we have 7 patients in our Patient Reference Group.
Dr Kulkarni has now retired and the Practice has been taken over by Dr Chan.
We have also changed our name to West View Surgery.
Following Dr Kulkarni’s retirement and Dr Chan becoming the sole GP in this Practice, we are keen to continue to offer the best possible service we can to our patients. In order to keep on improving we decided to survey a number of patients in order to see whether order to see whether the changes we had adopted last year had helped.
The results are shown at the end of this post.
Length of Appointment slots
Last year some members of the Group said that although they knew the doctors had a lot of patients to see they sometimes felt that appointments lasting 10 minutes were not long enough for people with more than problem and it was agreed that when a patient mentioned this when making the appointment double appointments could be given.
This has proved to be very successful and it was agreed that this would be continued.
We are trying to advertise the website more by printing information slips out and handing them to patients as well as attaching them prescriptions etc.
We have the facility for patients to order prescriptions and book appointments online. They were advised that this information is on the Practice Leaflets and on the Website.
We also have posters up in the Reception area.
Patients who do not have access to a computer can still use the existing systems to order prescriptions and book appointments, that is in person or by telephone.
The full results of the Access Survey are attached.
PATIENT ACCESS SURVEY 2016
Following Dr Kulkarni’s retirement and Dr Chan becoming the sole GP in this Practice, we are keen to continue to offer the best possible service we can to our patients. In order to keep on improving we would be grateful if you would take a few moments to complete this questionnaire so that we can compare it with our previous survey. We handed out 50 questionnaires to patients attending the surgery and of these we received 48 replies.
The results are as follows:
(1) When you are willing to see ANY GP how long do you have to wait
48 hours or less -34
More than 48 hours- 9
Neither as I prefer to wait for my usual GP- 5
This result shows that 71% of patients were able to see a GP within 48 hours –
This was more than last year when 64.5% gave this answer.
The following questions are about your ability to get through to the surgery by telephone and being able to talk to a GP or Nurse.
(2) How quickly was your call answered?
Almost at once -32
within 5 minutes -15
Within 10 minutes- 1
More than 10 minutes -0
Therefore, 98% of telephone calls were answered either at once or within 5
minutes. This was an improvement on last year when 96% gave this answer.
(3) Were you put on hold?
(a) Yes – 5
(b) No – 43
90% of calls were not put on hold but dealt with straight away.
This was more than last year when 77% were not put on hold.
(4) If you answered yes to the last question, how long were you kept on hold?
(a) 2 minutes or less – 4
(b) 5 minutes or less – 0
(c) 10 minutes or less -1
(d) More than 10 minutes – 0
80% of callers placed on hold answered that they were kept on hold less than 5 minutes.
(5) Did you receive the engaged tone when trying to contact the Surgery?
(a) Yes – 6
(b) No – 42
87% did not receive the engaged tone when trying to contact the Surgery.
This was an improvement on last year when 81% got through at once.
(6) What was the reason you contacted the Surgery?
(a) General Query – 2
(b) Repeat Prescription – 10
(c) Appointment – 31
(d) Speak with GP or Nurse -5
Bearing in mind that we now employ a Nurse practitioner and offer telephone consultations with both her and the GP, in your experience do you feel that this has improved our service?
Therefore 98% of patients thought our service had improved. The 1 patient who answered No said there was no change in their opinion.
Mary Lynch 25/3/2014