Below are the results of our recent Patient Survey for Bolton House Surgery :-
Bolton House Surgery: Patient Participation report (March 2012)
A Patient Group was started here at the surgery in early summer 2011. There are seven members, all of whom are registered patients. The group is made up of men and women covering a wide age range and with much experience of health care between them. They were approached and invited to participate following nominations from staff and doctors.
We took care to try and make the group representative of the patient population as a whole by looking at the demographic make-up of the practice and extending invitations accordingly.
The group has met on seven occasions. Much of the group’s time so far has been taken up with designing a patient questionnaire and on discussing the outcomes of this. The questionnaire was distributed face-to-face by members of the Patient Group to patients attending the practice in December 2011 and January 2012.
A total of 160 completed questionnaires were returned. The resulting Action Plan is shown separately.
For your information, this practice is open Monday to Friday 0830 – 1730. We do not close at lunch-time. If the practice is phoned between 1730 and 1830, the caller will be re-directed to a GP.
Bolton House Surgery: Patient Survey Action Plan
Item |
Action |
Improve seating in waiting areas to include soft seats, varying heights and with/without arms. |
To be discussed by doctors who would have to meet cost of purchase of any replacement seating. |
Improve decoration in waiting areas |
To be discussed by doctors who would have to meet cost of any re-decoration of premises. May look into schemes offering work experience to apprentices. |
Provide toys and books for children |
A toy box and contents has been placed in each waiting room. |
Improve storage and security of pushchairs for patients with appointments upstairs |
There is a rail in lobby for securing pushchairs using a bike lock (patient to supply their own). We will display a poster informing patients of this, and ask Reception staff to volunteer this information when upstairs appointments are booked for babies and small children. |
Improve displays of information and health promotion material in waiting rooms |
Posters and leaflets be displayed more clearly and attractively (e.g. posters all in one place) and consider painting one section of wall in contrast colour as a “picture frame” for posters. Posters and literature to be updated by ordering from Health Promotion. |
Text appointment reminders to mobiles |
We currently do this for certain appointment types only. To improve efficiency of texting, we will continue to ask patients to confirm their number when we write to them or see them. We will have a publicity drive asking patients to ensure we have their current mobile number. We will look at computer software to send reminders automatically. |
Information to patients about requesting repeat prescriptions via web-site |
The practice will publicise the web-site more widely, and ensure more patients are aware that repeat prescription requests can be sent in via web-site. |
Information on web-site |
We will look at feasibility of making more practice information available on our web-site. |
Forms on web-site |
We will look at feasibility of making forms (e.g. holiday form) available to print from our web-site. |
Newsletter |
We will produce a quarterly practice newsletter, with seasonal and health information, and surgery news. |
Stairs to upstairs consulting rooms |
We will transfer some of the GP Registrar’s appointments on Wednesday afternoons to a downstairs consulting room to increase the number of “downstairs appointments”. |
Waiting times for GP and Nurse |
Receptionists will be asked to monitor GP and Nurse appointment screens, so that when GP or Nurse is seeing a patient or dealing with an emergency that causes them to run late, Receptionists will offer an explanation to patients booking in for their appointment and those already in Waiting Room. |
Well-Person Clinics outside normal hours |
This practice does not currently offer evening or weekend appointments, and this is unlikely to change in the near future. |
Bolton House Patient Survey 2011/2012: Results
Information about respondents
Gender
Male 57
Female 89
Prefer not to say/no answer 14
Age
Under 25 = 12
26-50 = 54
51-75 = 49
76-100 = 32
No answer = 13
Number of Responses to Each Question
1. Is our upstairs Waiting Room generally suitable and comfortable?
Yes 101 No 24 Don’t know 30
2. Please tick boxes showing which aspects of the upstairs Waiting Room you think need improvement.
More space 16
Redecoration 57
Better posters 9
Better leaflets 5
Better seating 45
Toys and books for children 37
3 Is our downstairs Waiting Room generally suitable and comfortable?
Yes 109 No 17 Don’t know 18
4. Please tick boxes showing which aspects of the downstairs Waiting Room you think need improvement.
More space 11
Redecoration 59
Better posters 12
Better leaflets 8
Better seating 40
Toys and books for children 42
We are trying to improve our appointments system for the benefit of patients.
Please tick a box to show if you agree or disagree with recent changes.
5 Our nurses now run dedicated Ear Irrigation Clinics at specific times each week enabling better use of the nurses’ time. This means patients needing Ear Care must come at fixed times.
I think the new arrangement is acceptable.
Agree 104 Disagree 6 Don’t know 38
6 To avoid long queues and crowding on a Wednesday morning, our nurses now vaccinate babies and children during pre-arranged appointments on a Wednesday morning instead of the previous ‘drop-in’ sessions on a Wednesday morning.
I think the new arrangement is acceptable.
Agree 87 Disagree 5 Don’t know 47
7 To avoid inconvenience to other patients and to ensure there is enough time to perform each procedure safely, the practice may tell a patient who arrives very late for their appointment that they cannot be seen and must re-arrange their appointment.
I think the new arrangement is acceptable.
Agree 131 Disagree 11 Don’t know 8
8 To try to reduce the number of appointments wasted because a patient does not turn up, our receptionists may send a text to a patient’s mobile reminding them of an appointment with the Practice Nurse.
I think this is a good idea.
Agree 135 Disagree 5 Don’t know 10
9 Do you have repeat prescriptions (medicine that you need regularly, supplied on prescription by your doctor)?
Yes 114 No 38
Did you know that repeat prescriptions may be requested in the following ways? Please tick to indicate whether you already knew this.
10 Repeat slip posted through front door letterbox when surgery is shut.
Yes 100 No 43
11 Repeat slip posted in box in entrance lobby.
Yes 117 No 20
12 Repeat medication request made by email via our website.
Yes 35 No 94
13 Did you know that this practice has a web-site (boltonroadsurgery.co.uk)?
Yes 49 No 89
Which of the following items would you like to see on our website?
14 General health information.
Yes 109 No 17
15 News about the practice and practice staff.
Yes 103 No 22
16 Reminders about seasonal campaigns e.g. Flu vaccinations
Yes 110 No 17
17 Information about local services.
Yes 110 No 14
18 Information that could be printed from the website instead of collecting from Reception
(for example – Complaints Procedure)
Yes 99 No 26
19 Forms that could be printed from the website instead of collecting from Reception
(for example – Holiday Vaccination and Health advice questionnaire)
Yes 107 No 18
20 Would you like the practice to publish a newsletter (to be posted on web-site and copies available in Waiting Room)?
Yes 90 No 44
21 If the practice had a newsletter, what would you like to read in it?
General health information.
Yes 109 No 20
22 News about the practice and practice staff.
Yes 98 No 22
23 Reminders about seasonal campaigns e.g. Flu vaccinations
Yes 108 No 14
24 Information about local services.
Yes 110 No 12
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