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PRACTICE NEWS
APPOINTMENT SYSTEM
Appointment Update July 2008 - as from Monday 7th July we are offering our Extended Hours surgery on Mondays from 6.30pm to 7.30pm. This surgery is specifically for patients who are unable to visit us during our normal working hours.The surgery is for pre-bookable GP appointments only and for any patients needing to see a doctor urgently they should still call the Out of Hours service, Devon Doctors on 0845 6710270. (Nurse appointments, repeat and urgent prescriptions are only available during normal surgery hours).
Posters have been displayed in the surgery to notify patients (click here to view the poster).
In response to concerns and views expressed by patients over the last few months the practice has undertaken a review of the appointment system in an attempt to increase the number of pre-bookable appointments.
The results of the Autumn 2007 patient survey also confirmed patients wishes to change the current appointment system.
Several members of staff formed a working group and were tasked with undertaking the review. Telephone calls to the surgery requesting appointments were monitored over a period of 1 month and compared against the number of daily appointments available. The figures were then utilised to re-calculate the number of ‘pre-bookable’ and ‘book on day’ appointments available.
Posters were displayed in the surgery (click here to view the poster) informing patients of the new system which was introduced on 10th March 2008. Monitoring will continue for a further period of time and additional changes will be considered until a more satisfactory appointment system is in force.
Please do contact us if you have any comments that would assist us in this important piece of work.
In addition a number of our patients may have been mailed directly by the NHS inviting them to take part in the GP Patient Survey 2007. For those of you who completed a questionnaire please click here to see a copy of the ‘thank you & information leaflet’ giving a brief overview of the results – further detail can be obtained by visiting either of the following websites;
• www.nhs.uk
• www.dh.gov.uk/gppatientsurvey2007
TABLE 3 OF THE PATIENT SURVEY RESULTSTable 3: Practice evaluation and satisfaction scores by question
Results benchmarked against national averages and quartilesFremington Medical Centre
QuestionYour
mean
score(%)
National practice
mean*(%)
Quartile of national practice
means (%)Min
Q1
Q2
(Median)Q3
Max
About the practice
Q1 Opening hours satisfaction
47
56
10
53
57
60
92
Q2 Telephone access
30
48
-8
45
53
61
92
Q3 Appointment satisfaction
49
57
13
54
58
63
96
Q4 See practitioner within 48hrs
52
51
1
46
52
59
98
Q5 See practitioner of choice
37
43
-8
40
47
54
96
Q6 Speak to practitioner on phone
45
45
0
41
46
52
90
Q7 Comfort of waiting room
62
55
10
51
56
61
92
Q8 Waiting time
54
41
-10
37
42
47
92
About the practitioner
Q9 Satisfaction with visit
75
75
32
72
75
79
97
Q10 Warmth of greeting
79
76
36
73
77
80
97
Q11 Ability to listen
80
77
35
74
77
80
97
Q12 Explanations
76
75
38
71
75
78
96
Q13 Reassurance
76
73
33
70
73
76
95
Q14 Confidence in ability
80
77
38
75
78
81
98
Q15 Express concerns
76
74
36
71
75
78
95
Q16 Respect shown
83
79
37
77
80
83
97
Q17 Time for visit
63
66
25
63
66
69
94
Q18 Consideration
74
72
30
68
72
75
95
Q19 Concern for patient
77
73
29
69
73
76
96
Q20 Recommendation
78
76
25
72
76
79
97
About the staff
Q21 Reception staff
65
68
25
65
69
74
96
Q22 Respect shown
65
67
35
65
69
72
95
Q23 Information of services
59
62
35
60
63
67
92
Finally
Q24 Complaints/Compliments
49
54
11
52
55
59
87
Q25 Illness prevention
57
60
21
57
60
64
92
Q26 Reminder systems
57
56
15
53
57
61
92
Q27 Second opinion/comp medicine
57
56
21
53
57
60
90
Overall total
OVERALL SCORE
63
64
25
61
64
68
92
- National practice average and national quartiles: based on data from more than 3,000 practices between 2006 – 2007
Copyright 2005 CFEP
4299/X20359-2964