to come with me or ring up. 4. sometimes The Practice clearly advertises 1 problem per ‘it takes 30 minutes appointment, unfortunately this is not always waiting for the the case hence the reason clinicians run late. appointment in The clinicians are also interrupted via nurses the waiting who are caring for palliative care patients and room’ need urgent advise, ambulance crew, coroners, nurses needing advice, behind closed doors there is a lot more going on. 5. doesn’t help The surgery holds an extended hours clinic ‘it that I work’ every Wednesday to accommodate our is fine, but I working patients. This clinic is held from ‘it work 6pm 6.30pm 9.00pm. – so later nights may be beneficial’ Additional questions: Is the report factually accurate? If not, please state what needs to be changed and why Page 3 Patient Involvement – There is a PPG Group formed who meet at least twice a year. We are happy for more patients to join at any time. Have you learnt anything new the experiences of your patients as a result of this exercise? The exercise has highlighted that access on the same day is an issue. We try to rectify this by taking patient details and asking a clinician if the patient can be fitted in on the same day. Despite this looking at the feedback patients are still unhappy. We have now employed a new GP to help with access and have blocked more appointments of for the day’ booking. We are in the process of recruiting a new receptionist this will give ‘on the surgery the capacity to open another phone line. What was your impression of Healthwatch Lancashire during this exercise? Do you think they could have done anything better? Healthwatch Lancashire have been very supportive and conducted themselves professionally during the time they have at the surgery. It would be something to consider if we could meet and discuss the findings and give our feedback whilst in discussion with Healthwatch Lancashire, as the majority of the time written communication does not explain the situation as well as discussion. We feel it would be useful if the action statement would have been done with Healthwatch Lancashire present.
to come with me or ring up. 4. ‘it sometimes takes 30 minutes waiting for the appointment in the waiting room’ The Practice clearly advertises 1 problem per appointment, unfortunately this is not always the case hence the reason clinicians run late. The clinicians are also interrupted via nurses who are caring for palliative care patients and need urgent advise, ambulance crew, coroners, nurses needing advice, behind closed doors there is a lot more going on. 5. ‘it doesn’t help that I work’ ‘it is fine, but I work 6pm so later nights may be beneficial’ The surgery holds an extended hours clinic every Wednesday to accommodate our working patients. This clinic is held from 6.30pm – 9.00pm. Additional questions: Is the report factually accurate? If not, please state what needs to be changed and why Page 3 – Patient Involvement There is a PPG Group formed who meet at least twice a year. We are happy for more patients to join at any time. Have you learnt anything new the experiences of your patients as a result of this exercise? The exercise has highlighted that access on the same day is an issue. We try to rectify this by taking patient details and asking a clinician if the patient can be fitted in on the same day. Despite this looking at the feedback patients are still unhappy. We have now employed a new GP to help with access and have blocked more appointments of for ‘on the day’ booking. We are in the process of recruiting a new receptionist this will give the surgery the capacity to open another phone line. What was your impression of Healthwatch Lancashire during this exercise? Do you think they could have done anything better? Healthwatch Lancashire have been very supportive and conducted themselves professionally during the time they have at the surgery. It would be something to consider if we could meet and discuss the findings and give our feedback whilst in discussion with Healthwatch Lancashire, as the majority of the time written communication does not explain the situation as well as discussion. We feel it would be useful if the action statement would have been done with Healthwatch Lancashire present.
20170314_ColneRdPED_V3.1.docx