BELVIDERE MEDICAL PRACTICE - Patient Participation Group (PPG) Action Plan 2013
The practice has an established PPG which has over the past few months has been gathering patient feedback to develop a patient survey as a means of identifying possible opportunities for improvement to our services.
The practice population as at March 2013 is 5208.
The age and gender breakdown of the practice population is as follows:
The Profile of the PPG
Membership of our PPG is open to all patients of the Practice aged 16 and over. The intention is for the composition of the group to mirror the practice’s demographic. However, as membership of the group is voluntary the mix and size of the group is determined by those who volunteer.
The group continue to review its make-up and intends actively seeking increased representation from other groups. The group has discussed attending a local area fete in the Summer to promote the group to families and younger people.
The survey was developed by the PPG and conducted during the first week of March 2013.
For the first time, an electronic copy of the survey was available to the virtual PPG as well has paper copies given out to over 16 year olds, randomly during the first week of March.
67 out of 80 questionnaires were completed and returned – giving a response rate of 84 % (this included 8 questionnaires received electronically).
Generally patients seemed happy with the service provided.
The areas identified by our patients where the practice needed to make improvements were :
1. Appointment availability
2. Waiting times
3. Seeing your own doctor
The issue of waiting times, availability of appointments and clinicians are linked. We allow patients to book appointments in advance to allow choice but accept that there may occasions when you have to wait to see a specific doctor of your choice.
Waiting time in the surgery is an issue with doctors running late on occasion. One reason for this is that patients sometimes come with multiple problems to discuss making it difficult for the doctors to keep to the 12 minute appointment slots. We try to reduce this by asking patients to make double appointments if they have multiple problems but sometimes this is not possible and rather than ask the patient to return, the doctors extend their appointment slot beyond 12 minutes, this then has the effect of delaying everyone else’s appointment time.
Appointment availability is a challenge. We will always see patients who have an urgent problem the same day. We do try to keep some ‘book on day’ appointments available however sometimes these are already booked by patients returning for review. Again we are keen to work with you to try to address these issues.
Confirmation of our opening times
Patients can call the surgery from 8 am – 6 pm Monday to Friday on 01743 363640.
Monday 8 am to 6 pm
Tuesday 8 am to 6 pm
Wednesday 8 am to 6 pm
Thursday 8 am to 6 pm
Friday 8 am to 6 pm
The surgery provides a weekly extended hours service on a Tuesday evening from 6.30 -7.30 pm primarily for employed patients and is not an emergency service.
The surgery closes daily Tuesday – Friday from 1 pm – 1.30 pm.
Patients can call our repeat prescription line on 01743 363693 to leave a message for a repeat prescription, 48 working hours notice is required for repeat prescriptions.