The Orchard Practice

The Orchard Medical Practice CIC

PATIENT SURVEY

Since becoming a social enterprise in November 2011 the practice has made a number of changes to improve services to patients including .

1. A Somali speaking GP and receptionist have been employed; this has improved communication and patient education to the benefit of all.

2. A text reminder service for appointments has been launched.

3. Patients fed back and made suggestions for the improved website that now offers patients the opportunity to interact by both email and face book. Improved sign posting to other services has also been added, in particular local voluntary groups. The website also has a translation facility.

4. The practice has increased opening hours.

5. The number of emergency appointments has been increased and greater use of the health care assistant to support patients along with increased numbers of telephone consultations. 22 urgent appointment slots are available everyday.

6. Counselling for drugs and alcohol issues by a local charity were been put in place and the service will soon offer more appointments.

7. We are looking to recruit a female GP

We would also like your help- despite recent improvements a number of patients are still not cancelling appointments they no longer require. This wastes valuable clinical time and prevents other patients who want appointments from seeing a Dr or Nurse as quickly as they would like. Please contact us the day before or at the latest 4/5 hours before your booked appointment if you no longer require treatment. This is vitally important if everybody is to benefit from the changes we would like to make. It will also save money that can be invested elsewhere in the practice to your benefit, equally important in current economic times.

We are now undertaking a survey to gain patients views on further improvements to our services . Please complete and return the following questionnaire.

1. Are there any other services you would like the practice to offer?

2. We are aware there are issues around booking appointments and we would like your comments on the following.

a) If you had difficulty booking an appointment when you wanted it did you consider taking up the opportunity of a cancellation slot, telephone consultation or triage appointment with the health care assistant?

b) Are you aware you can arrange a telephone consultation with a GP or a Nurse? This could enable you to resolve minor concerns quickly.

c) Which would you prefer extended hours one or two evenings a week or Saturday morning opening? To facilitate this, the practice would have to close earlier one day in the week.

d) We could offer a walk in clinic on a Monday; however patients need to be aware this would entail waiting to see a Dr or Nurse, especially if the surgery is busy and a lot of people arrive at the same time.

3. Are you able to see the GP of your choice?

a) Within 48 hrs Monday -Friday

b) Within 7 days

4. Are you happy with the medical advice and treatment you receive from the Dr’s, Nurses and Health Care Assistant?

5. Are you satisfied with the customer service you receive from the reception team excluding issues already raised in previous questions?

6. Overall are you happy with the service you receive from the surgery and the steps taken in the last 6-8 months to improve our offer to patients?

Thank you for taking the time to complete this questionnaire .

Available in different languages via this website