Comments from the Patient Participation Group Survey.
Q3.If you book online, do you find the process easy?
My password & my husband's password did not work at all.
Two new ones issued. Not tried since.
The first time I booked it was easy, however its been unable to
recognise my password since.
Haven't tried it/
Don't use it yet, but would like to.
Have tried in the past - unsuccessfully.
Not sure, worried about trying it.
A member of the PRG is going to register and use this service. He will feed
back the experience at our next meeting.
The password can be changed to something you can remember easily,
once you are logged in for the first time.
The site is secure, there is no need to worry about anyone else accessing
your record. You cannot do any harm by using this system.
If you are experiencing problems, please contact reception.
With the help of the PRG we will produce an information leaflet to
help you use it.
Q4. When phoning for an appoitment how often is it easy to get through?
Yes, but I don't like the recorded message though.
Depending on the day of the week, Monday & Friday are bad days.
The recorded message is to confirm you are ringing the GP practice,
not the main clinic.
When we tried not having the message there, we were getting upwards of 50
wrong calls each morning and afternoon. It's blocking the line for our patients,
and wasting time for the reception staff. We are told the directory enquiries
give out the practice number for the main Park House Health and Social
Q5. Do you use the Self Arrival Screen when you come into the surgery when you come
for your appt?
Sometimes as it does not always work.
Yes but I don't like it. I prefer a welcome from the receptionist.
We installed the self arrival screen in order to improve patient confidentiality
at the reception desk. It is easy to overhear personal details and this is
one way of addressing this.
Too many people standing in the queue for the receptionist creates a problem
for the clinical staff calling patients. The patients cannot hear them,
nor see them.
Please do read the screen, there may be a message for you.
Q6. Do you know that you can request a repeat prescription without coming to the surgery?
Only online, which is not always accessible.
We are concerned to hear your comment of the online facility isn't always
We are told when the clinical system is down for maintenance, and the
practice website should be working 99% of the time.
We would appreciate you telling us when you have problems so we
can investigate. Occasionally the provider has to do essential
work which means the site isn't active.
You can also arrange with your regular pharacist for them to request your
prescriptions on your behalf. If you are interested in this service, please
do ask your regular pharmacy about it.
We do try to play our part in reducing the considerable amount of traffic
on this site. If you can use the alternatives to attending the surgery in
person, it really would be appreicated.
We do not accept telephone requests for prescriptions as this is not a
safe method. Many medications have very similar names, and getting this
wrong could result in someone taking the incorrect medication,
which may have detrimental consequences.
Q7. Do you know that instead of coming into the Surgery you can book a telephone
consultation with the Doctor or Nurse?
You said: Yes, but usually you don't get a time that you will receive a call back,
so not very reliable.
Telephone calls should relate to something non urgent. The Doctor or Nurse
will prioritse their workload and sometimes it can mean that the phone call
is nearer the end of the list than at the top. Please talk to the reception staff
who may have a better solution to gain an answer to your query quicker.
Q8. When you phone the Surgery are you normally offered a same day appointment?
Not always depending how urgent.
90% of the time.
Mostly but it is not always provided
If I insist I can usually get same day depending on the urgency
Depends on urgency
If available, sometimes they are already taken
Usually the same day
If urgent x 2
No, but I'm not normally asking for one. I can normally find a convenient
ime to sit here.
Depends on how important the problem, usually my kids always get same
We are not wholly an on the day service, and prefer patients to book in
advance. On the day conditoins can and should be seen by our
Advanced Nurse Practitioner, Martin Lovatt, or one of the practice
nurses will be able to help with minor ailments, or illness
related to a long term condition such as Asthma.
Local pharmacies also have lot of advice on minor ailments, and
does our website. Have a look at the minor illness link at the bottom of
the list on the right hand side of the screen. You'll find information
on back pain, diarrhoea, colds and flu and first aid.
We've been doing a lot of work on our website - take a look
at our Long Term Conditions link for comprehensive advice on asthma &
COPD, heart disease, Diabetes, and many more.
Under Your Health you'll find useful information on illness in children, men,
women and lots more.
Suggestion No. 1 .Eldery to be contacted about having flu jab
We do contact the elderly for their flu appointment. We use our repeat
prescriptions putting stickers on, and messages for the patient.
We also do flu jabs oppourtunistically where possible. If you are unwell then
you can't have a flu jab at that time.You would need to attend when you
are well. We do contact patients by telephone but the best way for you to
help the surgery is to make a note on the calendar that at the
start of October, we will have flu vaccination clinics available for you
to book your slot. There are also television advertisements, and newpapers also promote
Flu jabs for those people at risk.
Suggestion Number 2: Calling in the elderly for check-ups if they haven't seen the doctor for a while.
We wouldn't normally look to bring patients in if they are well. Many of our
elderly registerd patients are fit and well, enjoying an active life.
The ones who aren't we usually know about, and these people do have
at least annual contact with the practice, often though, it is more frequent.