Patient Participation Feedback Form
Thank you for participating in the practice’s local survey. The results of the survey are available on the practice website http://www.cleveleysgrouppractice.co.uk/
The main issues arising from the survey were as follows:-
- Being overheard at reception
- Car Parking
- Provision of additional services
- Communication between Cleveleys Group practice and it’s patients
- Telephoning the surgery
- Repeat Prescription service
Action Plan:-
Car parking – The practice is to send a letter of proposal to Cleveleys Health Centre Property Partnership to designate an additional space for disability parking
Additional services – The practice is planning to participate in a Smoking Cessation Service which will be delivered by the practice team. A development plan has been submitted to the Clinical Commissioning Group for funding for an In-House Physiotherapy service.
Being overheard at reception – An evaluation of the waiting area has been undertaken and it was agreed there is no capacity for a facility in which patients can discuss sensitive issues without being overheard. A risk assessment for receptionists taking patients in to a private room on a one to one basis was undertaken and it was agreed it would be a high risk to put non clinical staff in this situation. It was agreed that a notice would be displayed containing the following information ‘if you have a sensitive issue you wish to discuss with the receptionist, please do not hesitate to telephone the surgery to discuss your concerns’.
Enhance patient’s awareness of opening hours, existence of the newsletter etc - By including information on repeat prescriptions, ensuring copies of the current newsletter are always available at reception.
Problems ordering repeat prescriptions when going away on holiday – The clinical system will not allow repeat prescriptions to be ordered too far in advance. The practice website would benefit from an option to choose ‘Holiday Prescription Request’. A request to be sent to website hosts to include text box for comments when ordering repeat prescriptions.
Elements identified through the survey which are not included in the action plan
Repeat prescription service – The survey identified that 92% of the respondents requested repeat prescriptions. 93% of these respondents were either Very Happy or Happy about the current method of requesting repeat prescriptions.
Comments of those who were Very Unhappy or Unhappy:-
a) Two comments regarding the wait for repeat prescriptions sometimes longer than 3 days – There are occasions when repeat prescriptions take longer to process and this may due to the medication having to be reviewed as part of good clinical practice. Medication commenced as an acute to assess the patient’s response to treatment and then changed from acute to repeat if suitable.
b) Prescriptions should be automatically sent to the Pharmacy who then notify the patient when ready for collection – Currently the practice does not have the facility for electronic prescribing.
c) Have the same number of days supply for each item - As a practice we endeavour to supply all patients 56 days supply of their medication at one time. However there are groups of drugs which are not allowed to be dispensed more than 28 days at any one time.
d) Option to have prescriptions sent to your home - If patients provide a self addressed envelope, the practice is more than happy to post their repeat prescription to them.
Telephoning the surgery
Accessing GP’s by telephone – In response to the survey each GP now offers a number of telephone consultations in each surgery.
Increase telephone lines - Currently we do not have the capacity to man any increase in telephone lines and do not have any plans at this stage to employ more administrative staff.
Obtaining test results – It is not always appropriate for test results to be discussed on the telephone or for non clinical staff to relay clinical information. It is normal practice for patients to be informed should there be any significant findings in their pathology result they would be contacted by a clinician.
What do you think of the proposed Action Plan?
If you only agree with some elements of the proposed Action Plan or don’t agree with the proposed Action Plan, please tell us why so we can take your views into account for the final action plan