5. How easy is it to book an appointment ahead of time at the practice? Very easy 78 Fairly easy 71 Not very easy 15 Not at all easy 5 Dont know 9

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1 Deneside Medical Centre (A83075) Patient Satisfaction Survey 250 Surveys given out/posted but only 178 returned 1. How helpful do you find the receptionists at the Surgery? Very helpful 172 Fairly helpful 5 Not very helpful 1 Not at all helpful 0 Dont know 0 2. How easy is it to get through to the practice on the telephone? Very easy 78 Fairly easy 82 Not very easy 18 Not at all easy 0 Dont know 0 3. Has the ability to get through and speak to the relevant person improved with the new telephone system? Yes greatly 59 Yes a little 43 Haven t noticed a difference 154 No If you need to see a GP urgently, can you usually get seen on the same day? Yes 91 No 43 Dont know/never needed to 36

2 5. How easy is it to book an appointment ahead of time at the practice? Very easy 78 Fairly easy 71 Not very easy 15 Not at all easy 5 Dont know 9 6. Thinking of when you want to see a particular Doctor: How quickly do you usually get seen? Same day or next day days 95 5 days or more 9 I dont usualyy need to be seen quickly 5 Dont know havent tried 4 7. How do you rate this? Excellent 46 Very good 54 Good 141 Fair 20 Poor 169 Very Poor 1 Does not apply 7 8. Thinking of the times you are willing to see any Doctor: How quickly do you usually get seen? Same day or next day days 73 5 days or more 9 I dont usually need to be seen quickly 7 Dont know 5

3 9. How do you rate this? Excellent 46 Very good 55 Good 47 Fair 18 Poor 7 Does not apply How good was the last GP you saw at each of the following? Giving you enough time? Very good 107 good 52 fair 15 poor 0 Does not apply 0 Listening to you? Very good 105 good 52 fair 13 poor 1 Does not apply 7 Explaining tests and treatments? Very good 108 good 59 fair 10 poor 0 Does not apply 0 Involving you in decisions about your care? Very good 80 good 63 fair 16 poor 1 Very poor 1 Does not apply 5

4 Treating you with care and concern? Very good 94 good 54 fair 15 poor 2 Very poor 1 Does not apply 1 Did you have confidence and trust in the GP you saw and spoke to? Yes definitely 127 Yes to some extent 32 No not at all 2 Don t know/cant say 1 If you know the name of the GP you saw please write it here Chandra 43 KVR 11 Narg How good was the last Nurse you saw at each of the following? Giving you enough time? Very good 129 good 25 fair 3 poor 1 Very poor 1 Does not apply 5

5 Listening to you? Very good 104 good 35 fair 6 poor 2 Does not apply 4 Explaining tests and treatments? Very good 103 good 35 fair 7 poor 2 Does not apply 5 Involving you in decisions about your care? Very good 111 good 33 fair 7 poor 2 Does not apply 4 Treating you with care and concern? Very good 115 good 31 fair 6 poor 2 Does not apply 2 Did you have confidence and trust in the Nurse you saw and spoke to? Yes definitely 136 Yes to some extent 13 No not at all 1 Don t know/cant say 2

6 If you know the name of the Nurse you saw please write it here Chris 47 Pauline 17 Trish 50 Veronica 19 We are particularly interested in any comments you may have. Please write them here Is there anything particularly good about the health care you receive? Very professional always take the time to listen The doctor was very helpful and understanding about a situation I was dealing with Gives confidence in the practice I feel confident in the doctors and staff, you are treat with respect and the staff are very cheerful A good local practice, the GP s have years of experience in this practice All nurses and doctors are friendly and answer any questions really good It is comfortable and warm and has pleasant staff- very good Very respectful Pleasant and caring people Could not be better Reliable good care, Doctor listens to me and understands me. Excellent care I have been very well looked after by all the staff members and can not find fault with the practice No complaints Nurses are brilliant and show caring attitudes Very good Quick appointment times are appreciated It is quick and efficient Very good, keep it up! I find staff very polite and caring Doctors tend to have preconceived idea of treatment and may require numerous visits before all relevant avenues are explored The friendly and experienced staff The Doctors, Chandra and Nag are polite and very friendly. I always feels in good care when I see them Chris and Trish are the only ones I trust will give me and my family the best care

7 Confidence in care I believe Nurses and GP are very good with me Made to feel as though you matter Staff are friendly always willing to help. Linda/Karen at reception will go out of their way to help No complaints Dr Nag is a very patient Doctor and his professional manner makes him one of the best doctors I see at this practice The referral to health wise scheme with slimming world Very good for the particular needs and requirements Dr s very helpful and professional Confidentiality Is there anything that could be improved? Getting appointment, how long you have to wait Car parking Very happy with all the services provided I am pleased with things as they are It is sometimes very difficult to get through on the new number Phone system- It doest matter which option your choose your still get through to the same person so why have options? I speak to friends about their own GP s and in comparison I find mine to be a far better level of care and service and over the years have always been happy with it No No No- now the phone has bee updated Keep doing as usual Doctors could appear to be more concerned and listen to problems/concerns with a more caring attitude Getting an appointment quickly I have had to wait 4 days to see a GP receptionist did not ask if it was an emergency/direct me to another service Parking, telephone would rather speak to a person More options discussed at first consultation More car parking spaces would be good The receptionist Lynn needs to be taught manner s, she is very abrupt and also never seems to listen, booking appointments with nurses rather than GP and also booking appointments on the wrong days (Not the day asked for) Maybe give more appointments through the day instead of phoning at 8am every time to get an appointment that day No I am satisfied Contact number Waiting times Parking Phone service

8 Any other comments? Just think changing telephone number, some people cant afford 0845 numbers from Mobile telephones are free Happy with service, I have received Excellent Change of number when using mobile telephone I would recommend anyone moving into the area to register with this practice I am pleased with the treatment, care and standards at this surgery. From being greeted at reception, treatment, general mood of the practice Delighted with the care I have received since I joined this practice years ago Have no complaints about surgery. But new telephone not helpful Surgery very good. Telephone system for appointments not very good Lovely lot of people, all of them Give a good service, nothing is ever a problem. Staff and GP s always helpful Trish helping me over come my fears of taking blood Keep up the good work!! Thanks for good show Changing telephone number I only hope we get such a good service when GP s take over I always find staff very helpful and pleasant when I visit the surgery No complaints Change number back to 0191 Everyone very nice and courteous Thank you for all the time and care your give to my husband and myself I only every see Chris and Trish as I feel they are the only 2 people I can trust to give my family fantastic care Keep up the good work

9 Deneside Medical Centre (A83075) Analysis of Patient Satisfaction Survey The original patient forum meeting that was scheduled for Friday but this was cancelled due to the weather conditions and re-scheduled. A copy of the survey was presented at the re-scheduled meeting and the results were discussed with the forum members. The forum members were pleased with the overall positive feedback that was received from the surveys and the high amount of surveys completed. It was noted that not all surveys had been completed in full and some had not been returned. The surveys were given out in the practice and a percentage was posted to patients at home (selected at random) to try and get the greatest number of possible returned. There were some questions highlighted that the forum wished to discuss in detail: Question 4&5 relating to patients access: Practice Response: The practice has noted that patient demand has been over the prior year on the increase for patient appointments. The practice has tried to increase demand over the last year by offering a new part time nurse practitioner. We have had one GP off on long-term sick and this has also had an impact on the appointments that we can offer. The two remaining GP s have added extra appointment slots to their clinics to try and accommodate patients where we can. No patient is every turned away if they deem an appointment is urgent, other avenues are also offered i.e. urgent care centres, care at the chemist etc. Staff will be refreshed on this to ensure they are following this protocol. We do offer patients to be able to book 3days in advance for GP s but we do also offer appointment slots at 08:00am every morning spread throughout the day, we do this as anything can happen during the night and some patients need to be seen urgently that same day. The practice MUST as per guidelines offer open lists to patients meaning that we can not refuse any patient who wishes to register at the practice despite demand been on the increase from the already registered patients. Demand has increased in most areas of the NHS including GP practices, A&E departments, out of hours, 111 etc The practice is aware of this demand and offers out of core hours appointments on Monday evenings (for patients registered at this practice) and the practice has just signed up for a pilot scheme for winter pressure opening this will be available for all patients in Seaham and referrals to the clinic will come from 111, out of hours service and A&E to try and relieve the pressure from their services. Forum members were happy with this explanation and agree the practice are doing all they can to try and alleviate this problems. They state themselves they have never experienced any difficulties but will relay the reasoning back to patients should they get any negative comments in the future.

10 The forum members have noticed that DNA figures are no longer been added to the LED screen in the waiting area. They feel that this is a prompt to patients as to the impact failing to attend clinics has on resources within te practice. They did comment that when GP s enter the practice building on a morning they should welcome the waiting patients with a good morning and a smile Comments received: Telephone System Practice Response: The biggest factor on which patients added comments was in relation to the new telephone system and the change to the practice telephone number. The reasoning why this was changed has been discussed at previous forum meetings and again the reason for this was explained. The surgery telephone system was over 23years old and we had seen several break downs where staff had been left at 6pm trying to get engineers out to mend the system and staff having to stay late to cover the telephone calls in case there was an emergency. The system needed to be up-dated. The system we had installed was not installed without great thought, a random number of patients who had contacted the surgery were asked by what method they contacted the surgery and the majority responded with home telephone. The practice researched extensively and listened to other practices that used the format finally agreed and we found this system to be the most suitable for the practices needs and growing demand. Following the change of telephone number we displayed notices in the waiting area and entrance door to inform patients of the impending change and information was added to repeat prescriptions. A message was also added to the practice website, all patient letters and information going from the practice had details of the change. It cost the practice a substantial amount of money to not only change the system and number but also to up date equipment such as rubber stamps, stationary etc A message was also added to the old telephone number information patients of the change, the number was repeated several times in order for patients to clearly take down the new number. The calls from a land line number are charged at the same cost as to a BT landline number, mobile telephone companies often charge additional prices as they are not regulated as land line telephones are and this unfortunately is out of our hands. The new automated services on the telephones was added for a number of reasons one particular reason was that urgent calls could not get through to the practice during busier times. This could have been a life threatening predicament for the patient to be put in. There is now a caller display that

11 clearly advises the call takers what each call is for so that they can prioritise urgent calls and be prepared for which call they are answering. Several months ago we had a fire in the building, staff had to use the fire safety protocol but on the new system there is an emergency call button whereby this is not a drill, fire could have been played into each room, thus ensuring everyone evacuated the building as quickly and efficiently as possible. The system is also much safer in instances where by patient s telephone the practice panicked and do not leave any details for emergency services we now have a caller ID button where we can trace details such as a patient telephone number which emergency services can use to locate the address or area the patient has called from. Some patients have expressed in the survey about the cost to telephoning the new number, we have advised patients that they can inform staff at the start of a call that they are using a mobile telephone and wish for us to call them back which all staff would be more than happy to do so, we have also contacted the supplier of the telephone system and they are in the process of installing a new 0191 telephone number which should be with us in the coming weeks. The new telephone number has been installed the Monday following the meeting and this is: This will be promoted in the waiting areas and on patients prescriptions to patients. The forum are happy that this has been resolved and happy that the practice have listened to patients views and rectified the problem. They are aware that changes did need to be made and that technology has changed a lot since the old telephone was installed. By enlarge the group feel the new system is an improvement to patient access Car Parking: Practice Response This has been highlighted in most questionnaires that have taken place at the practice in previous years. As discussed previously, the practice does own the land behind the practice and have made umpteen enquires into making access and additional parking for the practice but unfortunately the residents surrounding the practice made objects to access been granted and therefore all attempts made have been rejected by the local council. The forum are aware following previous years that this is unfortunately out of the control of the practice.

12 There was one comment about a particular receptionist the forum agreed that this could not be deducted from survey results as then would not be a true representation of the survey results. The forum agree there have been times when speaking to the elderly this particular receptionist can be abrupt but on the same token there are other incidences where she has been wonderful. The forum wonder if it is her personal/stress of work impacting on her mannerism, the forum commented that within seconds of answering the telephone they know if a receptionist is working under pressure/in a bad mood. Agreed Action Plan between Practice and Forum Members: 1. Access will be discussed between staff at the next practice meeting and it will be reviewed as to how this can be increased/monitored closely to see which areas could be improved during core hours (i.e. busier times etc) 2. Review new 0191 telephone number and monitor the impact this has on patients 3. Discuss at next practice meeting staff mannerism and how this can be improved 4. DNA figures to be added monthly to LED screen in waiting area to prompt patients of the impact of failing to attend appointments on the service the receive Conclusion Overall the forum are happy with the outcome of the survey, they are pleased with the service they receive and are happy to be patients at this practice. They are happy that as many people as did, took the time to respond to the survey and are overall happy with the good feedback the practice received. They believe that the people working at the practice in the front line are very good. Following this review & discussion regarding the upcoming Changes to the NHS the forum would like to do a drive in the waiting area to generate new members and promote the forum. They believe getting a more varied group of members will benefit the forum and help with next years survey by looking at things from a new angle

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