Thursday 25Thursday 25thth July 5.30pm July 5.30pmDr Murphy GPDr Murphy GP

Mr Chris Watson Practice ManagerMr Chris Watson Practice Manager

AgendaAgenda

Welcome & introductionsWelcome & introductions What’s new & planned at Waterloo What’s new & planned at Waterloo

Medical GroupMedical Group Patient Survey Questionnaire 2013Patient Survey Questionnaire 2013 Your issues / concerns ?Your issues / concerns ? PRG frequency of meetingsPRG frequency of meetings

WelcomeWelcome

Existing membersExisting members New member – Myra TurnerNew member – Myra Turner New GP LeadNew GP Lead New Practice ManagerNew Practice Manager

What’s new ?What’s new ?

Blyth Premises redecoratedBlyth Premises redecorated New Practice ManagerNew Practice Manager New telephone system SeptNew telephone system Sept New IT system planned for April 2014New IT system planned for April 2014 Registrar – Dr Sibiha Umargee joining in Registrar – Dr Sibiha Umargee joining in

Aug for 6 monthsAug for 6 months Dr Kimmitt retiringDr Kimmitt retiring Dr Welsh emigrating to New ZealandDr Welsh emigrating to New Zealand

Why bother with the surveyWhy bother with the survey

We want patients We want patients to be involved in to be involved in decisions about the decisions about the range of services range of services we providewe provide

We want patients We want patients to tell us about the to tell us about the quality of services quality of services we providewe provide

So what are we going to do?So what are we going to do?

Agree priority areas with Agree priority areas with PRGPRG

Perform survey in Perform survey in practice asking views on practice asking views on these areasthese areas

Discuss the results with Discuss the results with PRGPRG

Action planAction plan Publicise actionsPublicise actions Re-do survey next yearRe-do survey next year

How can we decide priority areas?How can we decide priority areas?

Look at Look at complaintscomplaints

Look at Look at previous previous survey area’ssurvey area’s

Discuss with Discuss with PRGPRG

Historic ComplaintsHistoric Complaints

What could we ask in What could we ask in survey?survey?

Are there grounds for Are there grounds for these complaints?these complaints?

Difficulty getting apptDifficulty getting appt Difficulty getting through Difficulty getting through

by telephoneby telephone Poor attitude of GPPoor attitude of GP Poor attitude of staffPoor attitude of staff Travel vaccine service Travel vaccine service

satisfactionsatisfaction

Complaints where survey not appropriate for Complaints where survey not appropriate for these issuesthese issues

Cervical screening Cervical screening complaint about national complaint about national programmeprogramme

Error in letter from Error in letter from hospitalhospital

GP refusing to do letter GP refusing to do letter for patient when for patient when information would have information would have been falsebeen false

Nurse failing to obtain Nurse failing to obtain blood sampleblood sample

What have previous surveys said?What have previous surveys said?

Scored highly for GPs Scored highly for GPs attitudes/care/concernattitudes/care/concern

Hard to get through Hard to get through on telephoneon telephone

Poor access for GP Poor access for GP telephone advicetelephone advice

Waiting times for GP Waiting times for GP (urgent easier than (urgent easier than routine)routine)

Previous changes to address Previous changes to address survey results?survey results?

Altered appointment Altered appointment system; ongoing*system; ongoing*

Always a balance Always a balance between urgent and between urgent and routine slotsroutine slots

New telephone systemNew telephone system Internet booking Internet booking

appointments and appointments and prescriptions ordering*prescriptions ordering*

What are the important issues to YOU What are the important issues to YOU on which we should consult patients?on which we should consult patients?

PRG Concerns or PRG Concerns or Questions ?Questions ?