Patient Survey

Introduction

In January 2012 Great Staughton Surgery is taking part in a project to improve Patient Participation, via a Directed Enhanced Service (DES). This is a two-year project, effective from 1 April 2011 until 31 March 2013 involving surgeries across England and will involve two surveys, one in January 2012 and the final survey in January 2013.

Key Objectives

The purpose of the project is to ensure that patients are involved in decisions about the range and quality of services provided by Practices and, over time, commissioned by their practice. It aims to encourage and reward practices for routinely asking for and acting on the views of their patients. This includes patients being involved in decisions that lead to changes to the services their practice provides or commissions, either directly or in its capacity as gatekeeper to other services. The outcomes of the engagement and the views of patients will be published on the practice website shortly after the first survey in January 2012.

Both Surveys will be based on patients' access to practice services, and associated services provided for patients.  Access has many dimensions; and will concentrate on the population of our rural community.

These dimensions include:

  • lists being open to all
  • hours of opening with the ability to be seen urgently when clinically necessary, as well
  • as the ability to book ahead
  • continuity of care
  • range of skills available and access to different professionals and services
  • a choice of contact methods which currently includes face-to-face, phone and electronic contact and new ways as they develop.

Details of access arrangements (including opening hours) should be made widely available to the population to enable patients to exercise choice.

As we have an establlished Patient Participation Group (PPG), Great Staughton Surgery will work alongside members of their Group to establish the views and priorities for possible change and result in an agreed action plan going forward.

Our survey will concentrate on the range of areas most important to the Practice, which include access to services including opening times, ability for patients to book ahead, ability to be seen quickly, telephone answering, patients’ experience of the treatment and service they receive, the physical environment in the surgery and other issues specific to each practice close to home as possible.

Implementation 

There are a number of key steps (mainly annual) to this two-year project, namely the surgery is:

  • Developing a way to gain the views of patients and enables the practice to obtain feedback from the practice population.
  • Agree areas of priority with the Patient Particapation Group (PPG) and staff.
  • Collate patient views through the use of survey.
  • Provide the PPG with an opportunity to discuss survey findings and reach agreement on changes to services through an action plan (which will be published on this Surgery webpage during February / March 2012).
  • Publicise the agreed actions taken and subsequent achievement of the Surgery.

If you would like to be involved in the Great Staughton Survey in January 2012, please contact Loraine Harris on tel: 01480 860770 or email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

 

Patient Charter

We are committed to providing you with high quality medical care in a friendly and accessible way.
“The Patients Charter” sets out your rights and the standards you can expect from your GP and the NHS.
We aim to comply with these standards but if you are unhappy with the service you receive, please let us know. 

We believe high quality medical care includes the following:

You will be treated as an individual and will be given courtesy and respect at all times

We will maintain strict confidentiality at all times and ensure all staff adhere to data protection guidelines

You will receive the most appropriate care from suitably qualified staff who will give an explanation of any proposed treatment

We will also provide useful and effective health promotion and screening

A non-urgent appointment to see an unspecified Doctor will usually be arranged within 2 working days, requests to see specific doctors can be arranged but may take longer

If you require an urgent appointment we guarantee that you can be seen at the next surgery session

We aim to see you within 20 minutes of your appointment time, you are entitled to an explanation if we cannot do this

We will arrange a home visit if appropriate

You will have access to a Doctor rapidly in an emergency

Your repeat prescription will be available no later than two full working days from the time of your request unless there is a problem beyond our control, in which case you will receive a full explanation of any delay

If you are receiving repeat prescriptions you can expect your medication to be reviewed regularly

If you have undergone tests or x-rays ordered by the practice you will be advised when you should telephone for the results, this should normally be during the afternoon when the surgery staff are less busy.  We will contact you with an urgent result

We will try to answer the telephone promptly and if appropriate advise you when you may speak with the Doctor

You have the right to see your health records, including computer records, subject to any limitations within the Law and payment of the appropriate fee

Patients can help us to achieve high quality medical care in a number of ways, please:

Treat the doctors and staff with courtesy and respect

Use an appointment for one person only.If another member of the family needs to be seen or discussed another appointment should be made and the patient’s notes will be made available. This allows us to run to time and saves others waiting

Please cancel an appointment if you no longer need it; someone else may be able to use it

Only call the doctor outside surgery hours in a genuine emergency

Call the surgery before 10am if you require the Doctor to visit you at home - it may be possible to get help with transport difficulties, please ask for information

Be considerate with the use of the telephone and particularly avoid calling about non-urgent matters during peak times

Requests for results should be made after 2pm

Please return any equipment loaned to you from the surgery as soon as you no longer require it, we may need it for another patient

Please keep us up to date with information about significant changes in your health or personal details.  We can also record details of carers, next-of-kin and mobile phone numbers

Take responsibility for your own healthcare by working with us to implement the advice we give you

We aim to provide a caring and safe environment for our staff and patients – violent or abusive patients will be removed

Please tell us if you can suggest any improvements we can make in the services we offer

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