If you are looking for more information about a medical condition, then please visit either of the two websites listed below. However these websites should not be used as a substitute for medical diagnosis from your own registered medical practitioner, and are listed as a source of additional information only.


Patient.co.uk


GP notebook


Alternatively you may contact NHS 111 on  "111" or their website

We also suggest Prodigy Patient App. The only NICE approved health/diagnosis app

To get it free click HERE

Patient Representative Group and Patient Participation Initiative

We have taken part in the Department of Health, Patient Participation Initiative, which also included a patient survey. Our Patient Participoation Group has now transformed into a Patient Representative Group!



Ashley Centre Surgery 2014/2015 Patient Participation DES

 


 Ashley Centre Surgery

H81071

 

The practice has a PPG

 

Regular meetings are held with the participation group at the surgery every four months.The group remains unchanged from the previous year. Due to time pressures with members of the group we are corresponding by e mail more regularly. The Practice Manager has an open door policy for members of the group who often pop in with suggestions/comments. Thus the PPG meet by regular meetings, email and telephone calls.

 

There are eight members of our PPG. It maintains its previous members who were representative of our patient population with a slight skew to older patients but within acceptable margins.

 

We analysed the age sex breakdown of our practice population and the PPG does broadly represent it, though it has been more difficult to get representatives from our significant Portuguese population.

 

There are no other specific characteristics of all patient population which needed to be included in the PPG.

 

Members of the group contributed to our recent CQC inspection in November 2014.

 

The Patient Participation Group agreed the annual survey form to be conducted in the surgery. The forms were distributed by both upstairs and downstairs receptions. We received 235 completed forms which were distributed in January 2015.

 

Analysing the comments suggested that generally patients were very happy with their GP and the service they were receiving from the Practice.

 

On reading the comments made by patients in the feedback section of the form suggestions and negative feedback was analysed and the priority areas for consideration were:-

 

  • 1.       Changing the telephone system so that it is more apparent that the call waiting is in a queue and will be answered shortly.
  • 2.      More flexibility required with online booking of appointment times.
  • 3.      Security of medical records when these become available for patients to view online.
  • 4.      More early appointments to meet the needs of the commuter population

 

Feedback was made to members of the PPG and after discussion it was decided to put in a plan of action to address concerns.

 

Our plan of action to address these issues was as follows:-

 

  • 1.       We are currently in the process of updating our telephone system to answer the call and advise the patient that they are in a queue. We hope to have the new system in place by May 2015.
  • 2.      Additional online booking appointments have now been added to each registering doctor, incorporating early and later morning appointments and also evening appointments.
  • 3.      Notices are to be placed in the waiting rooms to assure patients that accessing their medical records online will be totally secure, password protected and patient confidentiality will be maintained.
  • 4.      Dr Sharpe has altered his surgeries so that he starts surgeries at 8AM every day in order to meet commuter demand

 

Details of all the changes implemented as a result of the survey will be included in the Spring 2015 Surgery Newsletter, and are on noticeboards in the waiting room and on our website.

Three of the action plan priorities have already been achieved and we are making progress with the new phone system

 

The PPG has signed off our action plan


 

 

 

Opening times of the Ashley Centre Surgery

 

In order to contact the surgery please ring 01372 723668 or 01372 722707

 

Monday       8 AM until 7 PM

 

Tuesday       8 AM until 6:30 PM

 

Wednesday   7:30 AM until 6:30 PM

 

Thursday      8 AM until 8:00 PM

 

Friday           8 AM until 6:30 PM

 

Extended Access

 

Dr Nathan starts surgery at 7:30 AM on Wednesdays  and  Dr Ratnayake consults until 7 PM on Mondays.

Dr Sharpe starts surgery at 8 AM every day

Dr Houghton does a late surgery until 8 PM on Thursday evenings, in tandem with a healthcare assistant.

 

If you need a doctor in an emergency and our practice is closed, please use our usual number, 01372 723668 and your call will be diverted to 111 who liase with Harmoni.

 

 

 

Patient Survey Results at the Ashley Centre Surgery

 

 

Age and sex breakdown of the participants

 

225 completed surveys

 

                    %

under 10     1

10-19           4

20-29         11

30-39         16

40-49         15

50-59         21

60-69         16

70-79         13

80-89          3

90-99          0

100+           0

 

Male 34%

female 66%

 

Patient  82%

parent/guardian 12%

carer             6%

 

 How long have you been with the GP surgery?

0-2 years

2-4 years

4-6 years

6-8 years

8-10 years

10years+

12%

8%

12%

5%

3%

60%

 

Do you have any disabilities?                                                    %                             

Learning disabilities/ difficulties

1

Hearing impairment

2

Vision impairment

3

Mental health condition

4

Speech impairment

0

Long standing illness

2

Physical impairment

5

 

 

What is your ethnic group?

A: White                                              %

British

70

Irish

2

Any other white background

12

 

B: Mixed

White & Black Caribbean

1

White & Asian

3

White & Black African

1

Any other Mixed background

1

 

C: Asian or Asia British

Indian

1

Pakistani

1

Bangladeshi

0

Any other Asian background

4

 

D: Black or Black British

Caribbean

0

African

1

Any other Black background

0

 

E: Chinese or other ethnic group

Chinese

2

Any other ethnic group

1

 

 

About the Surgery

How would you describe your experience when you last visited the Surgery?

Very Good

Good

Poor

Very Poor

69

28

3

0

 

 

 How would you describe your experience of getting an appointment?

Very Easy

Easy

Difficult

Very Difficult

28

56

11

1

 

 

About seeing a Doctor or Nurse

 The last time you tried to see the doctor, were you able to get an appointment on the same day or in the next two working days that the surgery was open?

                                            %

Yes

74

No

20

Can’t remember

6

 

 

 If you weren’t able to be seen during the next two working days that the surgery was open, what was the reason (of those who had difficulties)

                                                                                       %

There weren’t any appointments

19

Times offered didn’t suit

38

Appointments was with a Dr I didn’t want to see

12

A nurse was free but I wanted to see the Dr

2

Another reason

16

Wasn’t given a reason

2

Cant remember

11

 

Patient Experience

 

Strongly Agree

Agree

Disagree

Strongly Disagree

The clinician took an interest in what I was presenting to them.

59

39

2

0

My problem or treatment was explained in full.

52

45

3

0

I understood what I was being told.

 

48

49

3

0

I felt content knowing that I had an input in the kind of treatment I would be receiving.

53

39

8

0

The cleanliness of the clinician’s room was of a high standard.

46

49

4

1

 

 

 

Have you used Harmoni the out of hours provider?

                                                        %

Yes

         35

No

          65

 

How do you rate the experience?

                                                 %

              Good

          74

              Bad

          26

 

 

 

 

 

 

 

Do you know how to make a complaint, suggestion or comment regarding the Doctors Surgery?

                                            %

YES

53

NO

47

 

 

Which of the following ways would you like to receive information from your practice? (Please tick all that apply)         - out of 225 surveys

Website

58

Telephone

54

Newsletter

60

Email

90

Notice Board

36

Text Message

78

 

 

Would you like the facility to be able to e-mail your prescription request to the surgery?

                                           %

         Yes

         70

          No

         30

 

 

. The specific concerns also consisted of

 

  • more variety magazines

  • email prescription requests – querying whether they were turned around in 48 hours

  • waiting rooms were too hot and more ventilation was required

  • newspapers

  • physically sitting in the waiting room for too long waiting for the doctor

  • front desk to close the waiting room causing some confidentiality concerns

  • physical access to the upper floor was difficult

 

 

 

 

 

 

 

The physical constraints of the building are still valid.

Newspapers are sometimes bought but often “go missing”

The e mail prescription query is valid and should be addressed