CHASTLETON MEDICAL GROUP
PRACTICE NEWSLETTER JUNE 2010
PRACTICE SURVEY REPORT
At the April 2010 Patient Forum meeting there was extensive discussion about the results of the annual practice survey. Dr Mattinson commented that this had been undertaken by the practice on a voluntary basis this year having previously been compulsory. The Department of Health had this year decided to do their own survey which is likely to continue on in the future.
The scores were generally noted to be positive and overall in line with previous results with the exception of one particular year. Sue Roff did comment that it is likely that results would fluctuate year on year due to the nature of the sampling process.
It was again noted that the comments section of the survey was in many ways more useful than the numerical data. A number of issues were discussed arising from this:
- Members noted that overall the comments provided in the survey were very positive.
- A Forum member commented that the practice was scoring significantly better than the national average. He wondered whether the fact that many patients had been registered with the practice for many years, perhaps counted against the practice in that they had become used to the quality of service we provided, whereas patients who had been registered elsewhere in the recent past might be more aware of how the practice compared to other services elsewhere.
- Comments about late evening surgeries were discussed and that evenings had been chosen over Saturday morning surgeries based on patient preferences expressed in previous surveys. Sue Roff recognised that further promotion of awareness of the evening surgeries was required.
- There was further discussion about the issue of privacy at reception - the limitations afforded by the buildings layout were noted.
- The system of access to the doctors was discussed which in general was felt to provide good level of service. Some comments related to not being able to request prescriptions over the telephone. Sue Roff and Dr Campbell outlined the reasons why this was not undertaken, primarily that receiving requests in writing does reduce the risk of medication being issued in error as many drug names do sound the same and can easily be mispronounced.
- Difficulties phoning for appointments at 8.30 for book on the day – these appointments were discussed. It was acknowledged that there is no easy solution to this problem, however, Sue Roff was going to ensure staff as much as possible made patients aware that they could book up to two weeks in advance rather than necessarily having to telephone on the day.
PRACTICE WEBSITE
Online prescription requests and appointment bookings are continuing to rise with lots of positive feedback from patients. The usefulness of the website with links to other websites was also mentioned, particularly in relation to updated information about the Swine-Flu Pandemic last autumn.
NEW TOUCH-SCREEN ARRIVAL SYSTEM
This is being used increasingly by patients and appears to have significantly reduced pressure on the reception desk at peak times.
STAFF TRAINING
The Healthcare Assistants have undergone training in wound-care management and are currently undertaking training in ear syringing. This has enabled the nurses to have more freed-up time for chronic disease reviews and for other initiatives such as more cardiovascular risk screening work.
CARDIOVASCULAR RISK SCREENING
Cardiovascular screening initiative was introduced in 2009. It was noted that many patients have attended with positive reactions to the scheme. Clinical outcomes have been detection of a number of patients with diabetes, hypertension and high cholesterols with appropriate treatment being initiated for these conditions.
SMOKING CESSATION
The practice had tried to set up a Group regarding Smoking Cessation but this had been unsuccessful due to difficulty co-ordinating times that all patients could attend. Sue Roff however commented on the positive benefit of using one of the PCT Smoking Cessation Advisors to take over some smoking cessation appointments which had freed up nurse time for other activities.