FARROW MEDICAL CENTRE – You said, we did
Some examples of changes the practice has introduced following patient feedback.
It’s too long to wait in the walk-in surgery. And it’s crowded
Introduction of additional pharmacist triage sessions to support morning Open Access sessions 2018-19
Care Navigation Training Undertaken by all reception staff
Senior Care Navigators appointed to coordinate team and sign post presenting patients appropriately
E-Consult system initiated (July 19) for electronic submission of non-urgent problems/advice/requests for sick notes
Practice Pharmacist completed Minor Ailments Triage qualification for additional a.m. triage sessions
Increased Practice Pharmacist input to 5 days per week to
- support treatment of minor ailments
- Manage urgent prescribing requests/queries on the day
- Promote Self Care & OTC medication policies
Reduces waiting times (as not always needs to be a GP seeing the patient) (from Jan 2019)
Additional: Second Pharmacist has completed Independent Prescriber Course and is being trained to provide face-to-face triage
I can’t always see my ‘own’ doctor anymore….
All the doctors are part time but continuity is a key factor in our provision of care and in patient satisfaction levels
GP partners & salaried GPs now have the ability/capacity to book into appointment slots reserved specifically for their use/patients at their discretion
Can you please move the seating in the waiting area – it doesn’t seem patient-centred?
Seating plan reviewed
Access/mobility for patients when surgery is busy
Unobstructed view of call-board
Can we have a drinks machine in the waiting room…?
Management completed a risk assessment which indicated that hot drinks and/or a drink dispenser could contravene H&S guidelines.
Instead a water cooler (with disposable cups) was purchased for the reception area and patients can now request a drink while they wait
When will the doctor ring me about my tests?
Patient education: The GPs will only contact a patient if a result is abnormal. Otherwise it is the responsibility of the patient to contact the surgery. Results can also be access via System Online.
Advice slips (outlining the above) are now provided by GPs/nurses when a test is taken. Promotion of on-line benefits ongoing – PRG members participating in waiting room IT tutorials
So much negativity – it would be good to devote some noticeboard space to the Positive things that patients say about the Practice
Additional noticeboard – July 19
How to Provide Feedback: We Welcome Your Comments & Suggestions
Friends & Family Suggestion Box Comments/Compliments Book (at Reception) This Website NHS Choices Website