Patient feedback

The results of this year's patient survey
 

Feedback has been collated from three main sources:

1.  Comments made on the Friends & Family returns (about 100 per month in total but fewer with suggestions) - access to appointments; communication of delays; in-house phlebotomy.
2. Practice issues discussed by the PPG committee - access to appointments, waiting times, improved communications and the additional suggestion that health education sessions might be well received.
3. Patient survey - 5 questions based on the issues raised

Q1.How can Wickham Park Surgery (WPS) improve access to appointments?
 
Q2.How can WPS improve the uptake of online services such as electronic booking of appointments and requesting of prescriptions?
 
Q.3 This year the practice used texts to invite people to book for flu vaccination and other special clinics such as smoking cessation. Are you happy with us contacting you in this way?
 
Q4. What would you consider the most important information for the practice website to display?
 
Q5. The PPG committee has suggested that education sessions would be well received. Please indicate if you would be interested in sessions on any of the following topics (you may choose more than one): First Aid ; Eating for a healthy heart ; Prostate Cancer; Hormone replacement therapy ; Contraception and sexual health; Dementia; Diabetes; Mental Health; other suggested topic .

As a result of the answers to the patient survey we have suggested the following and will discuss these further at the next meeting of the PPG committee.
Q1.

· Revisit automated phone system with the PPG committee 

· We currently have three patient lines and two additional outgoing lines

 · Consider having a dedicated line for appointments at busy times diverted away from the reception desk

 · Some surgeries timings are already staggered and we may look at more afternoon provision (rooms permitting)

 

Q2.

 · An easy to use guide – which can be handed to patients by reception or emailed to patients who commonly use this means of communicating with the practice.

 · Advertising by text

 · Clearer advertising on website and blog

 

Q3. 87% respondents were happy about this use of texts

· Continue to use texts to communicate with target groups (texts are already used for appointment booking confirmation and reminders and notification of results needing discussion)
· Explore more extensive collection of email addresses and seek permission to use them for communication

Q4. 
· The practice will explore changing our website to maximise information and make it clear and accessible.
· In the meantime we need to better publicise the website as an information resource
· Continue to update regularly
 Q5.
· The practice will consider look into the possibility of providing some education sessions for patients in the autumn.
· We will make information available on Eating for a healthy heart and Prostate cancer and would prioritise these topics as sessions.
 · We feel there are a wide range of alternative providers of first aid courses locally and we can signpost these
 · We will explore with the CCG working with the agencies providing physiotherapy and mental health to the practice population to see if they can help with sessions on exercise for the elderly and mental health.