2. Thursday 25 th July 5.30pm Dr Murphy GP Mr Chris Watson Practice Manager

3. Agenda Welcome & introductions Welcome & introductions Whats new & planned at Waterloo Medical Group Whats new & planned at Waterloo Medical Group Patient Survey Questionnaire 2013 Patient Survey Questionnaire 2013 Your issues / concerns ? Your issues / concerns ? PRG frequency of meetings PRG frequency of meetings

4. Welcome Existing members Existing members New member – Myra Turner New member – Myra Turner New GP Lead New GP Lead New Practice Manager New Practice Manager

5. Whats new ? Blyth Premises redecorated Blyth Premises redecorated New Practice Manager New Practice Manager New telephone system Sept New telephone system Sept New IT system planned for April 2014 New IT system planned for April 2014 Registrar – Dr Sibiha Umargee joining in Aug for 6 months Registrar – Dr Sibiha Umargee joining in Aug for 6 months Dr Kimmitt retiring Dr Kimmitt retiring Dr Welsh emigrating to New Zealand Dr Welsh emigrating to New Zealand

6. Why bother with the survey We want patients to be involved in decisions about the range of services we provide We want patients to be involved in decisions about the range of services we provide We want patients to tell us about the quality of services we provide We want patients to tell us about the quality of services we provide

7. So what are we going to do? Agree priority areas with PRG Agree priority areas with PRG Perform survey in practice asking views on these areas Perform survey in practice asking views on these areas Discuss the results with PRG Discuss the results with PRG Action plan Action plan Publicise actions Publicise actions Re-do survey next year Re-do survey next year

8. How can we decide priority areas? Look at complaints Look at complaints Look at previous survey areas Look at previous survey areas Discuss with PRG Discuss with PRG

9. Historic Complaints What could we ask in survey? What could we ask in survey? Are there grounds for these complaints? Are there grounds for these complaints? Difficulty getting appt Difficulty getting appt Difficulty getting through by telephone Difficulty getting through by telephone Poor attitude of GP Poor attitude of GP Poor attitude of staff Poor attitude of staff Travel vaccine service satisfaction Travel vaccine service satisfaction

10. Complaints where survey not appropriate for these issues Cervical screening complaint about national programme Cervical screening complaint about national programme Error in letter from hospital Error in letter from hospital GP refusing to do letter for patient when information would have been false GP refusing to do letter for patient when information would have been false Nurse failing to obtain blood sample Nurse failing to obtain blood sample

11. What have previous surveys said? Scored highly for GPs attitudes/care/concern Scored highly for GPs attitudes/care/concern Hard to get through on telephone Hard to get through on telephone Poor access for GP telephone advice Poor access for GP telephone advice Waiting times for GP (urgent easier than routine) Waiting times for GP (urgent easier than routine)

12. Previous changes to address survey results? Altered appointment system; ongoing* Altered appointment system; ongoing* Always a balance between urgent and routine slots Always a balance between urgent and routine slots New telephone system New telephone system Internet booking appointments and prescriptions ordering* Internet booking appointments and prescriptions ordering*

13. What are the important issues to YOU on which we should consult patients?

14. PRG Concerns or Questions ?