Results of Patient Survey Autumn 2019
Thank you to all our 723 patients who responded to our Surveymonkey questionnaire in October 2019, asking your opinion about our services. The whole team were thrilled with the sustained excellent feedback from our patients who rated the practice 5.94/7 overall ie an 85% satisfaction with the surgery, the same as last year. Please click on the link Patient Survey Summary 2019 for our full patient survey results.
We thought it worthwhile clarifying a few issuing arising from the survey:-
Nursing staff – as some patients may be aware, we have had a significant nursing changes over the past 6 months, with 3 out of our 5 nursing posts having new members of staff. Experienced Practice nurses and locum practice nurses are in very short supply nationally, so we did have a short period of time in the summer when our nursing capacity was stretched at a time when we had a steep rise in patients needing frequent dressings change. We are pleased to report that we have now recruited fully and have an excellent locum nurse. Our new nursing staff are receiving continuous training to expand their skills, so that we have a nursing workforce with a wide skillset.
Booking nursing appointments online – this is a very tricky issue as our nursing team have a wide range of appointments which need differing appointment lengths. The online booking system regrettably does not offer much display flexibility, so we would not be able to show the appropriate length for each type of appointment. We are exploring showing some limited online availability for cervical smears where we can isolate the appointment type in a particular clinic (the majority of our clinics have mixed appointment types to offer maximum flexibility for our patients).
New Patient Registration Online – again this is a tricky issue and one which is constantly reviewed by practices. However, given that it is NHS England guidance that we ask for two forms of identification when registering patients, given the number of errors when patients complete the registration forms and given the need to double-check that the patient is actually living in our practice area, we feel it is safest to ask patients to come into the surgery to register.
Availability of appointments – To reiterate our website, 50% of our appointments with a doctor are what we call Pre-Bookable, this means that they can be booked up to a month in advance (please remember five of our GPs are part-time, thus their availability will obviously be less). Other appointments are either bookable on the day or the day before eg. if you wanted to see a doctor on Wednesday you would need to phone on the Tuesday and there will be some availability on the day.
The Receptionists do their best to satisfy all requests to see the Doctor and you will be given the first appointment available. To avoid confusion, please tell the receptionist if more than one person needs an appointment.
We also offer Extended Access Appointments for those who wish to see the Doctor before they go to work in the mornings or who simply prefer an early appointment. These are held at our Bosham Surgery Monday to Friday from 7 am. We also have a number of late appointments 6.30pm-7pm at the Bosham Surgery on a Tuesday. For the past year, Chichester practices have received some national funding and are now working together to operate a GP Hub to offer extra appointments to our patients with new problems of less than 4 weeks’ duration. These appointments are largely at the Cathedral Surgery or Parklands Surgery – all in central Chichester.
When you phone up for an appointment, if your condition meets the criteria, our receptionist will offer you a GP Hub appointment. Please be aware that our receptionists have be instructed to ask certain, possibly sensitive questions to identify if you are eligible to use the GP Hub system.
The clinician you will see at the Hub will have full access to your medical records and Langley House will be able to see the consultation details immediately afterwards. At all times, you will remain registered with Langley House Surgery.
Compliments, Comments, Concerns and Complaints
We aim to provide patients with the best care we can, but you may feel we sometimes fall short of the mark or indeed go that extra mile.
If you have any compliments, comments, concerns or complaints about our service we value your input. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible so that the details can be easily established.
Written complaints should be addressed to the Practice Manager, Mrs Victoria Hamer, Langley House Surgery, 27 West Street, Chichester, West Sussex PO19 1RW or, alternatively, you may request an appointment to discuss your concerns. It will be a great help if you are as specific as possible about your complaint.
If you have a complaint to make, please don’t be afraid to say how you feel, we welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will simply do our best to put right anything that has gone wrong.
Our full complaints leaflet can be found here including details of where to go if you are unhappy with our complaints procedure and we cannot resolve issues locally.
If you wish you can leave feedback about us by completing our Friends and family questionnaire. You can also go to the NHS Choices website (www.nhs.uk) and leave a comment.
Social prescribing For the past year, all the practices in Chichester have had access to a social prescribing service through referral from a clinician in the practice. In a nutshell social prescribing is the art of connecting people to support or services within their local community. Social Prescription is for people who go to their Surgery with issues that negatively impact their health but the surgery is unable to help as much as they would like to. These issues can range from employment, housing, homelessness, lifestyles, finances, debt and social isolation. It aims to empower people to find solutions to their issues and supporting them to link with organisations that can help them to do this. This will hopefully reduce the strain on community health services. For some people this support can be as simple as pointing them in the right direction, for others it can mean providing encouragement and support to do this, even going as far as going with them to service or community group for the first time or meeting them there. The length of session time can range from 1 – 6 sessions.
Dispensary service Under NHS regulations, we are only able to offer dispensing services to patients who live more than a mile from a pharmacy, so generally in more rural parts of our practice area.
Premises In conjunction with neighbouring practices and the CCG, we are currently looking at improving the surgery premises in Chichester. This will involve widening the entrance to our waiting room and a possible ground floor extension to allow improved single storey consulting provision. The will necessitate a redecoration of our downstairs public areas.
Answerphone message We are changing our answerphone message so that patients can bypass our message explaining about the GP Hub if they are aware of the process.
Patient Opinion on a Home Visit Policy
We recently circulated our home visit policy to our patient group, asking them to submit any comments as we felt it would be sensible to share with our patients how we prioritise requests.
- One patient reported support for the policy, considering it to be “very sensible. Too many people request quite unnecessary home visits wasting GPs time, just like those who overwhelm A&E with non emergencies.”
- One patient queried who decided whether a home visit is appropriate – only our GPs decide whether a home visit is appropriate and this is after a telephone consultation first with the patient.
- One patient felt that we should give more information on action to be taken in the event of suspected meningitis – we will add this to our policy and website.
- One patient expressed concern about bringing children with a fever to the surgery – parents do regularly bring children with a fever to the surgery and this is clinically appropriate. If a parent rang to say that their child was too ill to visit the surgery, this would be prioritised as an immediate telephone consultation with a GP to gain more details.
- All care is taken with infection control when unwell patients, not just children, attend the surgery e.g hand gels, strict procedures for spillage of bodily fluids and isolation of potentially infectious diseases.
Are you interested in getting involved?
Langley House Surgery has a virtual patient group, i.e. an email community whose views and opinions can help us to deliver a more effective service. This Practice is committed to improving the services we provide to our patients. We would like to be able to email our patients occasionally to ask them their views about the surgery and how well we are doing and to identify areas of improvement.
If you would like to participate please give your email address to reception.