1. 28 th January 2014 Whitechapel Health Centre

2. Fire / toilets. This event is not a forum for individual complaints and single issues. We advocate open and honest communication. 28 January 2014 2

3. White chapel Health Panel. Dr Pradeep Sharma – Lead GP Afroza Akthar – Practice Manager Sioux Thorn – Regional Manager Mizanur Rahman - Bengali Interpreter 28 January 2014 3

4. We survey 50 patients each month The survey has been conducted between 1 st May 2013 to 31 st December 2013 The survey is given to patients that attend the practice after they have been attended to by any staff member We have used the information from the patient survey, patient complaints, comments and suggestions received in writing, verbally and via NHS Choices We have also used the issues raised and in the PPG meetings to build the survey 28 January 2014 4

5. Patient Survey April 2013 Strongly Disagree Neither agree or disagree AgreeStrongly Agree Can you usually get an appointment easily? Can you usually see the GP or nurse you want to see? Do you usually find the reception team helpful? Are you usually satisfied with your consultation? Would you recommend this surgery to others? Over an hour30-45 minutes About 30 minutes Between 15 & 30 minutes Less than 15 minutes How quickly are you usually seen after your appointed time? Are there any comments ( positive or negative ) that you would like conveyed to the team? Name (optional ) 28 January 2014 5

6. MayJuneJulyAugustSeptemberNovemberDecemberTARGET 1. Patient Telephone Call Pick Up Time35324964188277 Less than 30 seconds 2. Can you usually get an appointment easily69687090838249> 66% 3. Can you usually see the GP or Nurse you want6667423887063> 66% 4. Do you usually find the reception team helpful858865969991 >66% 5. Are you usually satisfied with your consultation89 6893968183> 66% 6. Would you recommend this surgery to others89875292888067> 66% 7. How quickly are you seen after your appointed time88843884888063> 66% 28 January 2014 6

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8. Positive Needs improvement Appointment availability34 Staff behaviours164 Getting through on phone13 Opening hours10 Consulting time length - is there enough time?02 Waiting to be called in15 Tidiness/ information leaflets and posters12 Service provision/ other167 28 January 2014 8

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11. Pleased with service Satisfied New Comer Appreciate support A credit to the community! Very good service.. Always improving! Saturday opening hour - Excellent Service! Worst service Worst practice Not a good experience We know we still have a way to go to improve the service for all our patients 28 January 2014 11

12. 1923 Cancelled = we could rebook these appointments 3211 patients did not attend or cancel = wasted appointments Over a 39 week period We offered 34826 appointments 25154 with a GP, Physician assistant or Nurse Practitioner Prescriber 9672 With a Practice Nurse or Health Care Assistant 28 January 2014 12

13. Can I request a female interpreter on the day? We regularly have a female interpreter available on site, however sometimes this is not always possible due to limitations set by the organisation that provides the interpreting service. Why arent all travel vaccines free on the NHS? The NHS provides the following vaccines for free: diphtheria, polio and tetanus (combined booster) typhoid the first dose of hepatitis Ahepatitis A cholera How secure is the transfer of letters from hospital to GP surgeries? Typed letters come through our secure NHS internal post. Other clinical results and letters are sent electronically via a secure NHS N3 connection. How long does it take to receive results from investigations? X-ray results can take up to 10 working days to reach us. Other results take on average 7 days. 28 January 2014 13

14. Regular clinical staff -New Lead GP, Dr Pradeep Sharma started in October Difficulty with phone system- New telephone system in place and online booking service. Staff available at peak times Time delay for letters from hospital to notes- Improved internal administration processes Difficulty in getting an appointment – same day appointments for urgent need 28 January 2014 14

15. Any questions or suggestions