1. BLANDFORD MEDICAL CENTRE Presentation to Patient Forum Group Monday 16 March 2015

2. Results from our Friends and Family Survey’s December 2014 – February 2015

3. December 2014

4. 173 - Positive Comments December ‘14 The Doctors & Nurses always tend to help & I don’t have any problems with any of them Polite, helpful, very good service Friendly, efficient, professional Very good convenient service I always find Doctors, Nurses very obliging & friendly & always try to accommodate my request Always polite, helpful & caring I always find Doctors, Nurses very obliging & friendly & always try to accommodate my request We have had good service Always have good service I find the Doctors & Nurses are very helpful & kind in general it is a very good service Prompt appointment, courteous, listening to complaints Caring staff & generally good overall service Over 40 years of care with this surgery has resulted in superb & friendly care

5. 36 - Negative from December ‘14 Although todays experience was good this is not usually the case. If continues likely to recommend The service is fine except the appointment system via the telephone is shocking. The only way of ensuring getting an appointment with a Doctor is to attend the surgery in person at 8.00am Cannot get an appointment easily(phone call/face to face). Receptionist are not understanding most of the time. Doctors do not want to talk through stuff in detail/feel like a pain asking for more information Inflexible approach to advice - if nurses are clearly laughing in the back office together, Why can’t they give 30 seconds to advise on something trivial, I never come here So difficult to get an appointment Not easy to get an appointment Service very good apart from when trying to get an appointment.

6. January 2015

7. 204 - Positive Comments January ‘15 Prompt friendly service Very helpful Doctor Very well catered for, Dr Gill Friendly & informative Acceptable waiting period, good advice, realistic expectations Helpful Been a patient for 20+ years, wouldn’t want any other Dr other than Dr Williams Experience I've had every time I came in for INR -excellent Nurse Debbie is the top’s. Warm, friendly and understanding through no complaints about others like Sue. Big difficulty is my being deaf and it takes extra time to get through Have been very helpful. Everything explained to you Very cheerful & helpful Always helpful and sorts any problems or answers questions Staff are always pleasant even though under pressure. Difficult sometime to get appt with GP sometimes but Nurse appts always available

8. 40 - Negative from January ‘15 Choice of Doctors in Braintree is limited Appointments are not easy to obtain Difficult to get appointments Very difficult to get an appointment Hard to get appointments with Dr Sara Some Doctors are uncaring and rushed Appointment system needs a serious overhaul To get an appointment I waited outside from 7am-Phones are engaged all the time although this is not the staff's fault Not so good getting appointments by phone! So queued in the morning at 7:50am and was 19th in the queue Always difficult to get an appointment Getting through is always a problem It is such a hassle getting an appointment sometimes that I can not recommend the service. It took an hour to get through on the telephone Very difficult to get an appointment Difficult to book other appointment on-line(same day/Nurses)

9. February 2015

10. 224 - Positive Comments February ‘15 Blandford Medical centre is brilliant- all the staff here work hard and they are all brilliant!! Staff are always so helpful All the staff at this surgery do their best-every medical institution is busy these days As usual I leave feeling cared for by everyone Nurse Jola is extremely professional and helpful- I feel like I am in good hands when I see her Dr Lanka seems very nice I know the NHS is under great strain but when I get an appointment the staff and Doctors are very good Courteous prompt services Always thorough I have found the service provided at this surgery to be excellent I was able to be seen 'on-the-day' by ringing up to make an appointment-Brilliant!! Cannot fault the care and services your reception team provide! Friendly and very helpful I always get prompt treatment

11. 14 - Negative from February ‘15 Can never get through on the telephone. Rarely get an appointment when required. I understand that it is not ANY of the staffs fault that you can not accommodate to every patients needs but it can be Frustrating when you're ill and can not get an appointment Can't always get an appointment but staff are always helpful Parking issues Impossible to get through on the phone to make appointments! The system of booking appointments needs to reviewed-it is not fair that people get to queue to make appointments Can be difficult to get through in the morning Difficult to get GP appointments but reception ALWAYS offer an alternative- Nurse/111

12. March 2015

13. 222 - Positive Comments March ‘15 Blandford Medical centre is brilliant- all the staff here work hard and they are all brilliant!! Staff are always so helpful All the staff at this surgery do their best-every medical institution is busy these days As usual I leave feeling cared for by everyone Nurse Jola is extremely professional and helpful- I feel like I am in good hands when I see her Dr Lanka seems very nice I know the NHS is under great strain but when I get an appointment the staff and Doctors are very good Courteous prompt services Always thorough I have found the service provided at this surgery to be excellent I was able to be seen 'on-the-day' by ringing up to make an appointment-Brilliant!! Cannot fault the care and services your reception team provide!

14. 14 - Negative from March ‘15 The system of booking appointments needs to reviewed-it is not fair that people get to queue to make appointments Can be difficult to get through in the morning Difficult to get GP appointments, but reception ALWAYS offer an alternative- Nurse/111 Can be very difficult to get an appointment sometimes It's hard to see a GP at times as I work full time Getting and appointment is extremely hard The voice message on the phone is quite aggressive and we hear it over and over and over gain whilst waiting to get through- this can fel quite stressful when unwell Always too busy

15. Number of Survey’s completed across all areas within the practice 227 December 240 January 294 February 262 March

16. DNA INFORMATION 1 January 2015 – 13 March 2015

17. Practice Patient Population:17748 Male242 Female328 Total: 3% of our patient population still DNA practice appointments with clinical staff

18. Chart showing DNA’s by Age/Sex