CAMBRIDGE AVENUE MEDICAL CENTRE & MESSINGHAM FAMILY HEALTH CENTRE SURVEY TOOK PLACE OVER A 2 WEEK PERIOD W/C 10.10.2016 & W/C 17.10.2016 OVER BOTH SITES MEMBERS OF PPG ASSISTED WHEN POSSIBLE. SURVEYS COMPLETED CAMC AND MESSINGHAM PATIENT SURVEY RESULTS NOVEMBER 2016

ABILITY TO GET THROUGH ON THE PHONE…

HELPFULNESS OF RECEPTIONISTS…

OPENING HOURS OF THE PRACTICE

APPOINTMENT TIME

WAITING TIMES UPON ARRIVAL

QUALITY OF CARE BY DOCTOR

QUALITY OF CARE BY NURSE

OVERALL QUALITY OF SERVICES

ACCESSIBILITY OF THE PRACTICE

MALE/FEMALE

FRIENDS & FAMILY TEST…..

COMMENTS/SUGGESTIONS….

APPOINTMENTS 34 comments were made on the appointment system – please see the attached leaflet which explains the system in a little more detail. 9 comments were made on appointments running late 4 comments were made about online appointments and whether the practice should allow this service for under 16s, more appointments to be made available and to be able to book more than 4 weeks in advance. 8 comments were made on Receptionists asking the patients for a brief description of the problem or why staff are directing the patients. Should be able to see a Doctor at any practice Longer consultation times i.e. 7am – 7pm ? could we get a text if GP is running over 30 minutes behind

PRACTICE RESPONSE: Online Access: The Partners have decided that due to confidentiality, it is unable to offer online access to those patients under 16 at present. Appointments are available to book 4 weeks in advance, we do not allow the booking of appointments after that as rotas are not added too far in advance as the staffing has to be planned, adding rotas and having to cancel surgeries can be a lengthy task, the ‘did not attend’ rate would also increase. Appointments can sometimes run late, this can be due to numerous reasons (emergencies, having to give the patient bad news, more than one problem, examinations etc.) Unfortunately we are not able to send a text to advise patients that a Doctor is running late as the software does not accommodate this facility. Reception Staff have been asked to follow a specific protocol, to ensure that our patients are seeing the correct Health Care Professional, not all patients need to see a GP when the Nurse Practitioners can look after Minor illness, the staff have been given cards for who can deal with what. We do appreciate that some patients may not wish to discuss this with the Receptionist and can always advise that your problem is personal. The practice does offer extended hours on a Monday evening, for those patients who work.