Family and Friends.
You may have noticed recently, when you visit the surgery, that you have been asked to complete a short questionnaire. The questionnaire asks for your views on the service you received that day, and if you would recommend the Practice to your Family and Friends.
This is a Government led initiative in which all General Practices are compelled to participate. (You may also have noticed, some departments in Hospital also have asked for your views on the service you received that day.)
Although it is a Government initiative, we, the Patient Participation Group, and the Practice Staff, takes particular note of the comments, we discuss and attempt to resolve any issues highlighted at our regular meetings. It is an effective way of identifying any problems and continually improving the services provided.
There is always a supply of questionnaires at reception, and your GP and/or Nurse should offer you one as you leave the consulting room. Please take the time to complete it, and hand back to reception. If you prefer, you could access the Practice website, and complete the questionnaire on line.
To date, in the first quarter of reporting,
- 82.48% of patients said they would be extremely likely to recommend the Practice to their friends and family.
- 13.28% of patients said they would be likely to recommend the Practice to their friends and family.
- 1.16% of patients did not comment.
- 1 person said they would be very unlikely to recommend the Practice to their friends and family.
Unfortunately, the person who said they would be unlikely to recommend the Practice, did not give us any clue as to why they felt this way. Which is a shame really, as this is not a paper exercise, it is a genuine attempt to ensure that the service provided meet the needs of the Practice Population.
If you are unhappy with any aspect of the service, it is your opportunity to draw it to our attention. We will do our best to help you resolve the issues.
On a more positive note, on behalf of the Doctors and Staff, thank you to all of the Patients who have expressed their very positive opinions, they do try hard to please………………. Can we have a smiley face here please, you techi’s
🙂 😀 🙂
To Lottie Buffel on successfully completing her Apprenticeship with the Surgery
Lottie started her apprenticeship in October 2013. Since then she has covered all aspects of General Practice from reception, secretarial, administrative duties, baby clinic and prescriptions. Despite the age difference Lottie has fitted in well at the surgery and has certainly taught us a thing or two about technology! She is popular with both patients and staff. Well done Lottie!
I started at Springfields Medical Centre in October 2013. I had just come out of college with 3 A levels and not much work experience apart from waitressing. The reason for me joining the Practice was to complete an apprenticeship in Business and Administration NVQ Level 2.
Before joining, I didn’t have any idea what the job would entail because I had never experienced this type of work before, so I was like a clean slate really! However, until I actually started, I did not realise how much work the job involved, both on the reception desk and behind the scenes.
When I first started on the reception desk, I observed the other ladies on the phone and the computer to get used to things that were being said and how the computer system worked, such as how to book appointments or search for patient records. This then gave me the confidence to answer the phone myself, and it all started from there!
As well as working on the front desk, I do a lot of admin work behind the scenes, such as writing and sending out letters to patients for various appointments, prescriptions, stock ordering, and my favourite of all, the clerk of the child vaccinations clinic. I have to enter the correct vaccines for the child, making sure of the correct details, make sure I write everything down on the sheet that gets sent off and writing the details down in the patients red book, as well as listening to the screaming babies!
I feel I have grown an amazing amount of confidence since I first joined the practice and become a lot brighter in myself. I absolutely love the group of people that I work with as we all work great as a team, even with the age difference! I have developed a lot of people skills too, such as having a relaxed, caring manner for any patient that I get to meet or speak to over the phone, and also created a great bond with many of them, as well as my colleagues. I couldn’t have asked for a better job than this one!
Dr Sue Burke Blog
Re Appointments running late
Your doctors and nurses very much regret that at times they run late and our patients are kept waiting. There are many reasons for this.
Firstly the days are very busy, the hours long and schedules tight.
A usual day for the GP Partners
All doctors working as partners complete 25-30 telephone consultations between 8am -10.30am deciding which patient needs to be seen and who can be safely and effectively helped by telephone.
- They then each offer 12 ten minute face to face appointments until 12.30 pm. Between 12.30 and 1.30 pm
- They check and sign all repeat prescription requests (averaging 120 per day.
- Dictate or check any urgent letters
- Meet with the Practice Manager to address any practice issues.
- Between 1.30 -3pm they undertake home visits – one home visit takes 45-50 mins including travelling time. If they have more than 1 visit they are immediately under pressure to be back for afternoon surgery.
- From 3-4pm they complete a further 12 telephone consultations each and from 4-6.15pm provide another 12 ten minute face to face appointments.
Under our previous appointment system we helped 523 patients per month. Since the introduction of Dr First demand has steadily risen and in the month of October 695 patients were helped by telephone or face to face appointment an increase of 19%.
- Between 6.15pm and around 8.00pm to 8.30pm they check and action all blood test results (average 25 each) read all hospital clinic letters (average 40 each per day) discharge letters and amend medication where necessary in the clinical record, write reports or letters of referral to the hospital and complete their ‘tasks’ – queries raised during the day by patients or staff members e.g. nurse queries (average 20 each per day). When On Call they may then have an emergency home visit to do.
- Our dilemma – if we offer longer appointments to try to minimise delays there will be fewer appointments available as we cannot safely or effectively work any harder.
Common reasons for surgeries running over:
- A ten minute appointment is the time estimated to deal with one problem, patients who present with additional problems or ‘lists’ produce delay.
- patients who attend for routine reviews – e.g. diabetic annual review, asthma reviews, heart disease reviews who then also need new problems addressing during the allotted time for this review will result in delays.
- Emergency situations arise regularly during the day involving one doctor being tied up for longer than the allotted time- arranging an admission / ambulance etc. puts an additional 5 minutes minimum on an appointment
- Interruptions e.g. for ’emergency’ prescriptions which are not requested on time, people ringing with real or perceived emergency problems wanting to speak to the GP immediately and interrupting consultations, meeting with fellow professionals – hospital colleagues, social workers, physio’s, the coroner etc. needing to speak with district nurses about very sick patients including the dying we are caring for at home.
We need you, our patients, to help us to work smarter by playing your part
- a) 30% of GP contact does not require GP input – could your query be addressed by a receptionist (prescription queries) our secretary (hospital follow up or administrative queries) a nurse or your community pharmacist in the local chemist (minor illness advice)
- b) have your symptoms and problems clear in your mind – while you are waiting think about the problem you have- when did it start, how often does it happen, what does it feel like, does anything provoke it or make it better for example
- c) Allow us to deal with one thing at once
At times inevitably we will run late because someone has urgent need of our time – please be patient – next time it could be you!