Last updated:

Friday, 09. October 2009

BIRCHWOOD MEDICAL PRACTICE

Practice Satisfaction Survey 2008

Report date.  22 December 2008

Practice List Size 9023               No. of patients surveyed  251.

The Patient Satisfaction Survey called IPQ – Improving Practice Questionnaire is carried out annually and the results are provided by CFEP – UK Surveys, Exeter. This information will be shared with Lincolnshire Primary Care Trust and our patients.

The NHS and the practice continue to go through changes and new challenges.  The practice works hard to these meet demands, achieve targets and to continue to provide good patient care and improvement of our services.

Please see below comments made by patients when asked ‘how can we improve’.

As the survey is anonymous we cannot respond to patients directly and have therefore responded below.

Age     Sex      Comment

Under 25 M     Don’t change

Under 25 M     Very good

Under 25  M    Reception not asking why you need to see a doctor when you call for an

                    appointment. (3)

Under 25  F     Longer opening times and quicker appointments

Under 25  F     The only thing I would say, is that the reception staff when booking

                     appointments ask for an outline of the problem.  I myself don’t feel

                     comfortable with this, as generally the issues I have I would rather the doctor

                     know. (3)

 Under 25  F   Provide more flexible to book appointments, i.e. advance, instead of

                     between 8.00am-9.00am by telephone.

 25-59   F        In my opinion the practice is very good and the best practice I have even been

                     to.

 25-59   F        Perhaps have more staff to answer phones in the early morning for handling

                     appointments.

 25-59   F        Very happy.

 25-59   F       To telephone a patient back if they have left an urgent message to speak to a

 doctor if the doctors are in a meeting, so the patients is aware of how long it is

 likely to be before speaking to a clinician.  A delay for me personally meant I

 had to be taken to A&E by ambulance, as I was in severe pain.

 25-59   F       Always able to make appointments very easily and the doctor is brilliant.

 25-59   F       I think the practice is superb, especially the flexible approach to appointments.

 25-59   F       On occasions it is difficult to get an appointment on the day, even when ringing

 at 8am.

25-59   F        More toys or books for children in the waiting area.  More privacy at reception

                    if discussing personal matters.

 25-59   F       Couldn’t do better

 25-59   F       To have a separate area for children.

 25-59   F        No improvement needed.

25-59   F         With regard to recurrent appointments, reminders via email or phone have

                      been an excellent addition.

 25-59   F         The opening time should be an hour earlier than the normal time.

 25-59   F          I think it is great.

 25-59   M         Could do with more receptionists on the desk at busy times.

 25-59   M         As far as my spouse and I are concerned, this is the best practice we have

                      used,  and we also think it must be one of the best in the country.

 25-59  F          I always seem to struggle to see the doctor I want at the time I want it.

 25-59   F         Not asking whomever is booking an appointment for an indication of the

                      illness,(3) as it is a very personal matter. Each person should be treated the

                      same on the phone or booking in person, maintaining confidentiality, dignity

                      and respect.

 25-59  F          Open on Saturdays

 25-59   F          Privacy and confidentiality. The system for calling patients to the doctor’s

                       room affords no privacy and breeches confidentiality.

 25-59   M         I think that it is the best I have been to.

 25-59   M         Very good

 25-59   M         Very happy

 25-59   F          Very happy.

 25-59   F          The best GP I have ever had.

 25-59   F          I think very highly of the doctor, who has helped me hugely in a very difficult

                        time in my life.  I can’t think the doctor enough for that. A true gem to me.

 25-59   F          This doctor is lovely.

 25-59   F          No comment on improvement so far

 25-59   F          My doctor is excellent, and I feel it would be hard to improve their excellent

                       bedside manner and kindness.

 25-59   F          I always find the doctor helpful and polite.

 25-59   F          I think the doctor is an outstanding GP

 25-59   F          This person is great as is. Without this doctor over the past year, I don’t

                        know where I would be. Thanks.

 25-59   -           Did feel it was a bit of a conveyor belt. How quick could I be in and out, but I

                        can understand why.

 25-59   -           No improvement needed whatsoever.

 25-59   F          Simple perfection as the doctor already is.

 25-59   F          Not rush

 25-59   F          Pleasant

 25-59   F          The doctor was good and very professional, yet helpful, friendly and

                        approachable.

 60+      F          Need to be able to make more appointments in advance, not just on the same

                        day. (2)

 60+      F          Improve the booking service, as everybody rings at 8am, and you can very

                        often not get through until 8.30am, and then all the books are full of

                        appointments.

 60+     F           Very satisfied with everything.

 60+     M         Cannot improves excellence.

 60+      F          Realign the upright orthopaedic chairs and reserve them for the elderly and

                        the handicapped.

 60+      F          I would like to comment on how excellent this practice is. When listening to

                        the problems my family have with their surgery, I realise how lucky we are.

 60+      F          Frequently find that when reissuing a repeat prescription it takes two days to

                        arrive. (4)

 60+      F          No improvement needed that I could see.

 60+      F          I am quite happy with the service at the moment.

 60+      M         Doctor and staff have been very helpful always.

 60+      M         Everything is excellent.

 60+      F          A surgery at the weekend would be much appreciated.

 60+      F          I am very happy with the practice.

 60+      F          The practice does not need to be improved.  I have been visiting this

                        practice for a while now, and have a high regard for the doctors, and also

                        the wonderful caring staff, who along with the doctors, provide a very good

                        support. I am highly delighted.

 60+      F          The doctor has always been pleasant and helpful

 60+      F          Very good and has time for patients.

 60+      F          I am very happy

 60+      F          No improvement needed at all

 ?          ?          Always helpful

 ?          ?          I am extremely happy with all the service provided.  An excellent practice.

 ?          ?          My sibling was with this practice and loved being part of it. But moved away

                        and was told to find a new doctors.  My sibling was very upset as this came at

                        a particularly difficult time.

 ?          ?          The doctor was excellent with no need for improvement

 ?          ?          This doctor was very warm and welcoming.

 ?          ?           By getting appointments booked on time, rather that having to wait 2-3

                        weeks for an appointment.

 ?          ?         Sometimes I have had to wait a few minutes for someone to attend reception.

 ?          ?          It is difficult to arrange an appointment far enough in advance to rearrange

                        work. Increasing of the length of time in advance an appointment can be

                        arranged by would be good.

 ?          ?          Did have to wait 30 minutes after the original appointment time.

 ?          ?          More evening and weekend appointments.  The noise which alerts you to the

                        appointment is very high-pitched, and when you’re ill it can be painful. 

                        Update the freeze!!

 ?          ?          I think the doctor is a great doctor who never rushes you, and always has

                        time to listen to your problems.

 ?          ?          The doctor is good

 ?          ?          Keeps you waiting a little at times.

Our Responses to your comments:

1)      The Medical Practice & Practitioners   - Our patient list size is approx. 9,025.

The medical practice and the telephone lines are open between 8:00am -6:30pm, Monday to Friday. Appointments are also available outside these hours on Monday and Wednesdays – see below.  There is a 24 hr (7 day a week) prescription ordering line on 01522 501111.

 GP’s

Dr Martin Latham         Full time  Male      Dr Catherine Armstrong  Part time Female

Dr Nicholas Smith        Full time  Male      Dr Susie Gough              Part time Female

Dr Richard Williams      Full time  Male      Dr Rama Mark               Part time Female

We are a training practice and may have one or two GP Registrars, a Foundation Doctor and a medical student.

 Nursing Team  (all female)

Nurse H Lilley – Practice nurse and prescriber

Nurse Hayley Graham – Practice nurse

Nurse Sue Boothly – Practice nurse

Nurse Katie Reynard Smith – Practice nurse

Yvonne Glenford - Phlebotomist & healthcare assistant

Nurse Jenny Latham – Cytology nurse  

 2)      Appointment System

GP appointments are available between:

8.00am and 8.00pm on Mondays

8:00am and 6.30pm on Tuesday

7.00am and 8.30pm on Wednesdays

8.00am and 6.30pm on Thursday

8.00am and 6.30pm on Fridays

The ‘out of hours’ service is available for patients between 6.30pm and 8.00 am each weekday and over the weekend.

Our appointments are a mixture of:

·        Advance bookings approx. up to one month ahead– bookable in advance with any doctor or nurse.

·        Appointments within 48 hours.

·        Open surgery for children age 0-12 years every week day between 11.00-11.30am.

·        Telephone consultations with a GP.

You can choose your own appointment slot and book with our on-line facility at www.patient.co.uk/surgery - you need to register with the receptionists for this service.

3)      Appointment Triage

Our receptionists will ask for a brief indication for the reason to ensure we can provide you with the best service or clinician and also to judge the urgency of your request – the receptionists does not need any specific details and we want to reassure you that your privacy will be respected.

The following requests can be arranged without a doctor’s appointment:

You may request a doctor of your choice or we may be able to suggest an appropriate GP due to their specialist interests:

Dr Mark                       GP with special interest in Gynaecology

Dr Armstrong               GP with special interest in Dermatology

Dr Smith                       GP with special interest in Urology.    Wart clinic – monthly.

Dr Williams                  Diabetes.

 4)      Ordering Prescriptions

You may order your prescription by the main telephone  01522 699999 between 8am – 6.30pm or use the 24 hr (7 days a week) answer phone on 01522 501111, email @ bmp@lpct.nhs.uk , or by post or by hand.  You can also register for the internet service with our receptionist and use  WWW.patient.co.uk/surgery.

Our aim is to provide normal repeat prescriptions within 24 hrs – change of medication, acute or new items will take 48 hours.  Patients that have their prescriptions collected by a pharmacy for dispensing and delivery should expect the time for delivery to be longer.

5)      Complaints or Dissatisfaction of our Services

The practice welcomes any comments, feedback and complaints as it helps to improve our services to our patients.  Rudeness by or to our GP’s and staff is not acceptable.

Please ask to speak to the Practice Manager who will be pleased to help.

6)       Confidentiality

There is a window at the side of reception for use by patients that would like improved confidentiality.   We have installed a patient’s check-in system and a patient call system which is linked to the computer system to improve confidentiality and avoid patient names being called out in the waiting room.

Patients that would prefer to be called to the desk may request this with the receptionist.

Overall Patient Ratings for Each Question

 OVERALL PRACTICE SCORE  70%

 Total Averages and Range of all Participating Practices  (% Score)