Arden Medical Centre

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1 Arden Medical Centre Dr Nigel C Wood Albany Road MB BS MRCP DRCOG Stratford-upon-Avon Dr Jill Crowfoot CV37 6PG MB ChB MRC GP DRCOG Tel: (01789) Dr Hazel Blanchard Fax: (01789) MB ChB MRCGP Patient reference Group (PRG) Report March 2013/14 Introduction We have a list size of 3000 patients, with a larger elderly population and a small ethnic population. We practice from Victorian premises which are full to capacity and not fully compliant with modern regulations. Arden Medical Centre started as a single handed practice by Dr Wood over 25 years ago. Dr Crowfoot joined as a partner 11 years ago and Dr Blanchard is our associated practitioner. Please take time to look at the link below, this is results from the Government Survey carried out in 2013, completely separate to our own survey. Patient Reference Group We have a live Patient Reference Group, which meets 6 monthly; we also have a virtual PRG who can be reached via . Patients can join either group, we advertise via our website, practice leaflet, waiting area and approach directly to try and even out age/sex and ethnic minority. The group met face to face on 3 rd December 2013, next meeting to be held in June date & time TBA we predominantly communicate via . The PRG agreed the surgery naire before sending to patients, the results where then sent to the PRG for comments. Feedback from the PRG was very positive. Survey with Results The survey was sent via e mail to those patients we currently held e mails for and as the large majority do not use the internet we held naires in the waiting areas for those patients that did not have the use of internet. In consultation we agreed the following actions: Telephone system training for the receptionists, to allow receptionists to answer calls and place on hold where necessary, and to deal with urgent calls coming in. To reiterate to patients that there is an on line service Patient Access that can be used for booking and cancelling appointments on line and ordering repeat prescriptions. To address the waiting room notice boards. 12% of patients felt that they were overheard at reception. With further training we will aim to address this. Opening Hours & Contact Patients can contact us by The practice opening hours are: Telephone: Monday 8:30am - 6:00pm Fax: Tuesday 8:30am - 6:00pm Patient Access you will need to Wednesday 8:30am - 6:00pm register for this service, please speak to Thursday 8:30am - 6:00pm reception. Friday 8:30am - 6:00pm (For non urgent and non clinical matters) Online: The practice offers extended hours appointments on: Tuesday 6.30pm 7.30pm Thursday 7.30am 8.00am

2 Arden Medical Centre Patient Questionnaire 1. How would you rate our Reception team in relation to the following areas? Excellent Very Good Average Very Politeness 78% 17% 5% Professionalism 78% Efficiency 74% Knowledge 68% Understanding of needs 73% 12% 3% did 21% 1% did 23% 2% did 19% 1% did 7% 3% 1% 1% 3% 2% 5% 2. If you have contacted our Reception team recently, how confident do you feel that your request will be actioned? I have always had my requests dealt with promptly My requests are dealt with but I have had to wait longer than I expected I have had to contact the surgery more than once with the same request 97% 3% 3. In reception area, do you feel that other patients can hear what you say to the Receptionist? Yes but I don't mind 74% Yes and I am not very happy about it 12% No, I don't feel that other patients can overhear 13% Not answered 1% 4. Did you know we have introduced booking and cancelling appointments and ordering repeat medication on line? Please tick one I did know and I use it 37% I did know, but I don t use it 35% I didn't know, but would like to use it 1% I didn't know and do not want to use it 13% I would consider using it 10% Not answered 4%

3 5. How informative do you find the notice boards in the Waiting Areas? Very useful 28% Useful 58% Not at all useful 1% Nothing of interest 8% Not answered 2% Other see comments below 3% In and out so quickly (a very good thing!) that I don t see it. There are too many and if, of a sensitive nature, in a very public place, embarrassing to access. 6. How easy is it to get through to us on the telephone? Immediate 23% Very Quickly 18% Few Minutes 38% How long does it take to Varies 3% get through to us Do not use telephone 1% Did not answer 17% How easy is it to book an appointment Very Easy 79% Getting harder 1% Did not answer 20% How easy is it to order a prescription How do the staff treat you when contacting us by telephone Very Easy 86% Did not answer 14% Very Well 42% Exceedingly well 17% Polite 18% A little brusque sometimes 2% Do not use telephone 1% Did not answer 20% 7. Arden Medical Centre Practice Website Have you visited our No 40% website recently Yes 37% Did you find what you were looking for on the website What else would be useful on the website Yes 35% Did not answer 25% More links to services

4 8. Would you recommend Arden Medical Centre to friends and family Yes 95 % No 9. The Prime Minister has announced plans that may see GP surgeries having to open out of normal office hours and at weekends in a bid to improve access for patients to their GP. 8am to 8pm Seven Days A Week. We would not be able to do this at Arden Medical Centre we would have to make changes as follows: WOULD YOU PREFER TO Stay as we are 77% Merge with one or more surgeries at least for some of those extra hours 18% 10. Last time you saw or spoke to a GP at Arden, how good was that GP at the following? Giving you enough time Very good 92% Good 3% Neither good nor poor 11. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at the following? Listening to you Very good 89% Good 5% Neither good nor poor 1% 12. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at the following? Explaining tests and treatments Very good 82% Good 10% Neither good nor poor 3% Did not answer the 5%

5 13. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at the following? Involving you in decisions about your care Very good 77% Good 15% Neither good nor poor 1% Did not answer the 7% 14. Last time you saw or spoke to a GP from your GP surgery, how good was that GP at the following? Treating you with care and concern Very good 78% Good 17% Neither good nor poor 15. Did you have confidence and trust in the GP you saw or spoke to? Yes, definitely 87% Yes, to some extent 8% No, not at all Don't know/can't say Did not answer the 5% 16. Equality and Diversity Monitoring Form Age Group % % % % % % % 65 and over 66% % Not filled in 1% 17. What is your gender? Female 67% Male 31% Not too sure 1% Not filled in 1%

6 Comments: Please don t change anything, this is the best GP surgery by a country mile! We are exceedingly lucky. Very Happy I have full admiration for the practice, staying small Enables person centred care and your traditional family doctor who knows you rather than a number on a computer system. Merging would be a big mistake and bring you down to other practices levels. No thank you. I would be heart broken if Dr Wood retires. I feel he once saved my life after I came out of hospital. Everyone kind and helpful. My husband and I are very grateful for all the kindness and service we have from AMC Wanting an appointment never a problem Appointment times kept I always 5mins after appt time Reception team make an effort to understand the problem and then deal with it competently I have had occasion to be in touch with the surgery recently as it became clear that I had a problem with BP, the meeting with PN & Dr Wood exemplary. Overhearing conversations in reception/waiting room not ideal. Reception team always helpful Please don t change anything about yourselves. You have been my doctors all my life and I feel very lucky to have you. All very helpful professional polite/reception team. If I can t get immediate help with something that needs to be achieved by doctor or nurse, I have received telephone calls very promptly. 1 at 7.30pm. I need to let you now that suffering from an awful illness affects both my mental and physical health knowing you are available and always happy to help keeps me from slipping over the edge. Thank you E x Clinical staff have turned to listen to my conversation with person on reception and comments were made when I moved away. Reception team reluctant to take ownership of glitches on computer system. Ability to respond to e mails sent by surgery. Some reception staff can be abrupt and I don t feel they should ask details of condition as I don t see why they need to know. Re extended hours for surgery opening. If this is a requirement of patients for week-end opening then why don t all GP s in Stratford run a weekend clinic on a rota basis. That would mean each GP doing one week every 3 months. The patient records can be made available for all patients of the practices via EMIS Cloud (subject to individuals given approval of access) Always get appointments promptly I find everyone very helpful always. Sat am opening would be nice, always seem to need help at the weekends. I recommend you to family and friends but as long as you don t take so many on to negate the present comment. You have an excellent team. Try not to make too many changes. It has a caring ambience. Medical attention next to none.

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