A happy Saturday to all. It’s the weekend again, and with it, the time to have a look at the comments our patients have left for us on the Patient Satisfaction Survey and the Friends and Family Test. Where do our patients feel we are doing well and where do they think we should do better (and how)? Let’s have a look at this week’s results.
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Likely
Do you think the practice has improved in the last 12 months?
No
What do you feel we can improve on and how?
More availability of appointments
We would also love to be able to offer more appointments. The only problem is that we are at the maximum capacity for our clinicians and the space we have for appointments. We don’t have the space to recruit more clinicians and create more appointments that way. This is where i-Heart comes in. i-Heart is no longer just an out-of-hours service. For the last few years, it has been providing the much-needed extra capacity in primary care (GP) appointments. This is why the practice will signpost to i-Heart where this is appropriate.
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Always been with this practice n my family too
Do you think the practice has improved in the last 12 months?
Yes
What are we doing particularly well?
Getting an appointment
How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Unlikely
Can you tell us why you gave that response?
Made a big mistake with my medication. A specialist said i was on 120mg a day and i was actually on 220mg and the doctor reduced it to 60mg then upto 80mg. Too much of a reduction too quickly. I am now less mobile and in massive pain all the time.
Do you think the practice has improved in the last 12 months?
No. Not half as good as it used to be and much less personalised. Not the same level of care it had previously.
What are we doing particularly well?
Putting on a front.
What do you feel we can improve on and how?
Actually listen and care more about the patient instead of the cost.
It is obvious this patient is extremely displeased with the practice. We apologise for anything we may have done wrong. However, it appears that the instructions from the specialist may have been incorrect (likely a misunderstanding) and the practice acted on the basis of the information the specialist provided. I will investigate what actually happened here so we can learn from it and hopefully avoid these errors from occurring in the future (we assume the patient is correct and an error took place). I can, however, assure you that cost is not something that enters the doctor’s mind when prescribing, they act purely on the guidance that has been provided by the medicine management team where medication changes are made. However, isn’t it better to use medication that is cost-effective (costs less, but works as well if not better) and be able to treat 25 patients well instead of just 5? But, as mentioned before, this is not a choice made by the GP, it is the guidance they receive from higher up the chain.
This concludes the responses received on our Friends and Family Test this week. It is now time to look at the comments left on our Patient Satisfaction Survey.
I was not happy with the twisted interpretation of my conversation with the GP that was recorded on my notes!
It isn’t always easy to summarise a conversation, and sometimes what one person says and the other person understands is being said can be different. It is obvious from the above this patient feels their words were misinterpreted. I will try to find out what happened here, but if a patient believes they were misunderstood, it is probably best if they discuss this with the clinician they saw so it can be put right. Doctors/clinicians are only human too, after all.
Waiting to get through could be quicker
We agree and can’t wait for our new phone system to be in place. We are awaiting a site survey to find out what extra cabling may be needed before the next steps will be taken. By June the new system should be in place and we hope it will be much earlier than that.
Always grateful,thankyou.
Very challenging to get an appointment these days.
Everything was fine with my appointment.
After FCP I called on Monday to see a doctor, the lady I spoke to was in Cudworth and I had an appointment text through within minute for Thursday at Grimethorpe. I saw Jackie on Thirsday and she was very independent with her advice and support. She booked blood test with the receptionist (who was very friendly and helpful) for next Wed. I am also awaiting an X-Ray appt on Jackie’s advice. Overall a very thorough service. THANK YOU.
Overall I was happy with the appointment
Always a good and friendly service
Some appointments need to be treated with more urgency
We’re not entirely sure what this patient meant. The majority of the appointments we arrange for patients are same-day appointments. Only appointments that are following tests may be booked ahead and will be based on the advice given by the clinician. We do, however, have a limited number of appointments and need to work within the capacity we have. We do not have any influence on when appointments at the hospital will be.
Always a good and friendly service
I am highly satisfied with the service I received
Seen very quickly , re assurance given
Immediately made contact with me after completing the initial online request, Dr explained everything to me and took the time to make sure I was aware of further examination was, explained my results and reasons behind any that required my attention and work
And that concludes all comments received on the Patient Satisfaction Survey. We are also running a survey specific to our nurses at the moment and will continue this one until we have received 50 responses each. We will repeat this survey on an annual basis as part of their annual appraisal, personal development plan and revalidation. So far, it appears everyone is very happy with our nursing team and we also feel we have been very fortunate with the ladies we have on our team.
