It’s Saturday again already and time to look at the comments left on our Patient Satisfaction Survey and our Friends and Family Test. Due to some tech issues last week, we didn’t report on the results on our website last week, but we’re back again this week. We did share the results on our Facebook page, Twitter, LinkedIn, Instagram and Threads, though.
Now, without further ado, let’s have a look at the results received in our Friends and Family Test this week.
The Friends and Family Test:
| 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? | I was reminded about my appointment, well welcomed and the doctor was listening to me and came out with the solution solution |
| Do you think the practice has improved in the last 12 months? | Yes |
| What are we doing particularly well? | You answer the calls and you don’t take long to book, and the doctor listens to the patient |
| What do you feel we can improve on and how? | I feel everything is going well |
| How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? | Likely |
|---|---|
| Can you tell us why you gave that response? | Great customer service. Very friendly staff, nurses and doctors. |
| Do you think the practice has improved in the last 12 months? | I like that I can give a brief description of my problems and I either get an appointment or telephone call. |
| What are we doing particularly well? | Very friendly staff, nurses and doctors |
| What do you feel we can improve on and how? | I’m not sure |
This patient may have misinterpreted our assessment of need system slightly. Yes, you are asked for a brief description of the problem you need help with. The receptionist adds this to your medical record and passes your request on to the GP, ANP or PA who is doing the assessment of need. They will decide on the best outcome/solution for your problem (signposting to another service, advice, prescription, fit note, telephone call, or an appointment. This outcome will be communicated to you either via text message, or where this isn’t possible, via phone call. Not everyone who requests an appointment will need one. And not everyone will receive an appointment at the surgery. This will depend on our capacity and the best solution under the circumstances.
| 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? | I always try to make my appointments in advance ,and not the last minute. Yes |
| Do you think the practice has improved in the last 12 months? | Yes. |
| What are we doing particularly well? | Being accommodating. Nothing comes to mind |
| What do you feel we can improve on and how? | Nothing comes to mind. |
| 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? | Great level of cate |
| Do you think the practice has improved in the last 12 months? | Yes |
| What are we doing particularly well? | Listening |
| What do you feel we can improve on and how? | Call time |
Our Patient Satisfaction Survey:
I really appreciate your support and patience.
I got the extended fit note I required, without having to visit the surgery, but the original link I had to follow didn’t provide an appointment until 5 days after the note was needed. When I rang and asked if someone could call me, I was told no, I had to follow the link! I rang at 8am to get an appointment and fortunately, at that point, common sense was applied and I received a quick phone call. There needs to be more flexibility regarding the need for quick phone conversations to ensure face to face appointments are kept for the people who really need them and patients don’t have to waste their time trying to get through on the busy patient line at 8am.
This appears a simple and reasonable request to this patient, and likely to many others. The situation is, however, not as simple as it might appear at first glance. A ‘quick phone call’ is not necessarily that. Especially not when there are another 50 people asking for the same thing. Those 50 quick phone calls soon add up to a substantial chunk of time for the GP. There is, however, a quick solution for the patient. Use our online consultations, choosing the ‘admin query’ option, confirm it isn’t an emergency situation, then ‘fit (sick) note’. Complete the form including your contact details and you will receive a response within 3 working days. This way, you can bypass our busy phone lines completely. You can access our online consultations here: https://florey.accurx.com/p/C85018/
First I like to say thank you for taking me in your surgery
And concern about my blood pressure
On my medical record I take medication to help me sleep
And since moving over I haven’t had any tablets for roughly 2 weeks hence my high blood pressure
So could you please look into it
As the patient left contact details, we contacted the patient directly. When patients arrive from a different practice, their medication details do not (always) appear in their notes automatically. Some patients also believe that if medication is on a repeat list, the doctor will automatically issue the prescription when it is next due. This is incorrect. It would be impossible for us to manage that. If patients are on repeat medication, they will need to request the next issue on time. People generally receive a supply for 28 days (4 weeks), which ensures it becomes due again on a working day. They will need to request an issue of their repeat medication every 4 weeks. This can be done easiest via the NHS App, which is easy to set up from home. Alternatively, you can come to reception and hand in your request there. We do not accept prescription requests over the telephone (easy to mishear and make errors). The NHS App is available here: https://www.nhsapp.service.nhs.uk/login
Cannot get through on phone lines shocking on hold for thirty minutes and still cannot get through
We agree our current phone system is causing problems for the practice and our patients and letting us down. We are preparing to put a new phone system in place and welcome our patient’s views on our current system and the features our new system could/should have. If you are interested to provide feedback on this, please do. You can find more information about the new phone system here: https://www.grimethorpesurgery.nhs.uk/information/patient-information-and-support/we-welcome-patients-feedback-on-their-experiences-with-the-practice/telephone-system-telephone-access-survey/.
Telephone satisfaction survey: https://bit.ly/48T4ejv
Telephone options survey: https://bit.ly/4a5BswQ
And that concludes the feedback we received over the last week. We also received feedback about our nursing team, which was positive overall and will help them with their personal development plan, appraisal and revalidation. The time you take to feedback to us is very much appreciated. Thank you!
