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Comments from the Patient Participation Group Survey.

Q3.If you book online, do you find the process easy?

You said:

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.

Our reply:

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?

You said:

Yes, but I don't like the recorded message though.

Depending on the day of the week, Monday & Friday are bad days.

Improved recently.

Our reply:

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

Care Centre.

Q5. Do you use the Self Arrival Screen when you come into the surgery when you come

for your appt?

You said:

 Sometimes as it does not always work.

Yes but I don't like it. I prefer a welcome from the receptionist.

Our reply:

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?

You said:

Only online, which is not always accessible.

Our reply:

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.

Our reply:

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?

You said:

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.

When requested.

Depends on how important the problem, usually my kids always get same

day appointments.

Our reply:

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

Our reply:

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.

Our reply:

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.


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