Brockwood Medical Practice
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BROCKWOOD MEDICAL PRACTICE Dr J D Richards Dr J R Thompson Dr L E Rawson Dr T A Sevenoaks Dr R P Gupta Dr A G Brett PATIENT SURVEY 2019 INFORMATION AND ACTION PLAN The GP Patient Survey is an independent survey run by Ipsos MORI on behalf of NHS England. It gives patients the opportunity to feed back their experience. The survey is carried out January – March 2019 with results published August 2019. In this year’s survey, 268 surveys were sent out and 123 returned – 46% completion rate. For more information, please visit: https://www.gp-patient.co.uk/report?w=1&practicecode=H81068 The key question ‘overall experience of this GP Practice’ gave our practice a score of 93% satisfaction . The national average is 83% and our CCG average (Clinical Commissioning Group) is 85%. Areas where the Practice does best • Patients find it easy to get through to the surgery by phone • Patients were offered a choice of appointment when they last tried to make a GP appointment • Patients described their experience of making an appointment as good Our GP Services • Patients found it easy to get through to the practice by phone • Patients found reception staff helpful • Patients were happy with the appointment times available. Making an appointment • Patients felt they were offered a choice of appointment • Patients were satisfied with the type of appointment offered and took the appointment offered • Patients described their experience of making an appointment as good Patients’ last appointment • Patients waited 15mins or less after their appointment time to be seen • Patients say the healthcare professional they saw or spoke to was good at giving them time, was good at listening, was good at treating them with care and ______________________________________________________________ Brockwood Medical Practice – The Surgery, Tanners Meadow, Brockham, Surrey, RH3 7NJ Tel: 01737 843259 Fax: 01737 845184 North Holmwood Surgery – Tel: 01306 885802 Newdigate Surgery – Tel: 01306 631242 Email: [email protected] www.brockwoodmedicalpractice.nhs.uk BROCKWOOD MEDICAL PRACTICE Dr J D Richards Dr J R Thompson Dr L E Rawson Dr T A Sevenoaks Dr R P Gupta Dr A G Brett concern and involved them as much as they wanted to be in decisions about their care and treatment. • Patients had confidence and trust in the healthcare professional they saw or spoke to • Patients felt the healthcare professional recognised or understood nay mental health needs • 96% of patients felt their needs were met during their last appointment Where we did not do so well and why • 39% of patients say they usually get to see or speak to their preferred GP when they would like to We have 12,200 patients, six partners and seven salaried GP’s and with nearly all our GP’s working part-time, it would be ideal for each patient to see the GP of their choice whenever they wanted, this is not always possible. The face of general practice is changing and with other healthcare professionals joining our team this is a big change for our patients but we hope with increasing our range of experts and our reception team signposting to the most appropriate healthcare professional we will be able to provide an increased number of appointments with experts, other than GPs, who are better able serve the patient. Action Plan: • Telephone requests; when a patient rings in to speak with a GP, our reception staff will try, where possible, to provide a telephone slot with the patients preferred GP if the request is routine. If the patient needs to speak to a GP urgently, as most of our GP’s work part-time, this may not always be possible to be with their preferred GP. • Results (X Rays or bloods); when reviewing results GPs are asked to specify if the patient needs to speak to a named GP or whether they can speak to any GP and to note if the telephone appointment is routine or urgent. Ideally the GP who has requested an investigation should be discussing the results with the patient to ensure continuity of care. ______________________________________________________________ Brockwood Medical Practice – The Surgery, Tanners Meadow, Brockham, Surrey, RH3 7NJ Tel: 01737 843259 Fax: 01737 845184 North Holmwood Surgery – Tel: 01306 885802 Newdigate Surgery – Tel: 01306 631242 Email: [email protected] www.brockwoodmedicalpractice.nhs.uk BROCKWOOD MEDICAL PRACTICE Dr J D Richards Dr J R Thompson Dr L E Rawson Dr T A Sevenoaks Dr R P Gupta Dr A G Brett We offer our patients: • We have three sites and are able to offer our patients as much choice as we possibly can within the remit of appointments available (we are aware that not all patients are able to travel between sites which will reduce the choice available to them) • We aim to offer all patients an emergency appointment on the day • We offer appointments with our clinical pharmacist, Sameera Mir, who is available to see patients to help with medication queries, medication reviews, give advice and treat high blood pressure and cholesterol • We offer appointments with MSK (musculoskeletal) physiotherapists who are able to see patients with problems such as bone, joint or muscle related problems – painful neck, back, knees, ankles, muscle aches, joint pains and stiffness. They are experts in this field and are able to assess the condition, diagnose, give advice and guidance and refer onto the appropriate service if applicable • We provide Extended Access Clinics Monday to Friday 6.30pm to 9.00pm, Saturday 9.00am to 1.00pm and Sunday and bank holidays 9.00am to 12.00pm. providing additional appointments for patients who find it hard to get to the surgery during the day • We will shortly have a Social Prescriber working in the practice who will be able to help support patients, their families and carers to take control of their wellbeing, live independently and improve their health outcomes The results of the GP Survey and our Action Plan will be discussed in meetings we hold regularly in the Practice and this is on the agenda of each meeting as a regular feature. The Information and Action Plan will be published on the Practice website. ______________________________________________________________ Brockwood Medical Practice – The Surgery, Tanners Meadow, Brockham, Surrey, RH3 7NJ Tel: 01737 843259 Fax: 01737 845184 North Holmwood Surgery – Tel: 01306 885802 Newdigate Surgery – Tel: 01306 631242 Email: [email protected] www.brockwoodmedicalpractice.nhs.uk .