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Patient Participation Group Survey Feedback

Patient Participation Group Survey Feedback. 28 th January 2014 Whitechapel Health Centre. House keeping & Ground Rules :. Fire / toilets . This event is not a forum for individual complaints and single issues. We advocate open and honest communication. Welcome & Introduction.

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Patient Participation Group Survey Feedback

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  1. Patient Participation GroupSurvey Feedback 28th January 2014 Whitechapel Health Centre

  2. House keeping & Ground Rules: • Fire / toilets . • This event is not a forum for individual complaints and single issues. • We advocate open and honest communication.

  3. Welcome & Introduction.. White chapel Health Panel. • Dr Pradeep Sharma – Lead GP • Afroza Akthar – Practice Manager • Sioux Thorn – Regional Manager • Mizanur Rahman - Bengali Interpreter

  4. The Patient Survey • We survey 50 patients each month • The survey has been conducted between 1st May 2013 to 31st December 2013 • The survey is given to patients that attend the practice after they have been attended to by any staff member • We have used the information from the patient survey, patient complaints, comments and suggestions received in writing, verbally and via NHS Choices • We have also used the issues raised and in the PPG meetings to build the survey

  5. The Patient Survey

  6. The Patient Survey Results

  7. Patient's written comments

  8. Overall Ratings on NHS Choices

  9. NHS Choice commentswww.nhs.uk • Pleased with service • Satisfied New Comer • Appreciate support • A credit to the community! • Very good service.. Always improving! • Saturday opening hour - Excellent Service! • Worst service • Worst practice • Not a good experience We know we still have a way to go to improve the service for all our patients

  10. Appointment Activity 1st April to 31st December 2013 • Over a 39 week period • We offered 34826 appointments • 25154 with a GP, Physician assistant or Nurse Practitioner Prescriber • 9672 With a Practice Nurse or Health Care Assistant 1923 Cancelled = we could rebook these appointments 3211 patients did not attend or cancel = wasted appointments

  11. Feedback from last meeting • Can I request a female interpreter on the day? We regularly have a female interpreter available on site, however sometimes this is not always possible due to limitations set by the organisation that provides the interpreting service. • Why aren’t all travel vaccines free on the NHS? The NHS provides the following vaccines for free: • diphtheria, polio and tetanus (combined booster) • typhoid • the first dose of hepatitis A • cholera • How secure is the transfer of letters from hospital to GP surgeries? Typed letters come through our secure NHS internal post. Other clinical results and letters are sent electronically via a secure NHS N3 connection. • How long does it take to receive results from investigations? X-ray results can take up to 10 working days to reach us. Other results take on average 7 days.

  12. Update on progress – You said, we did. • Regular clinical staff -New Lead GP, Dr Pradeep Sharma started in October • Difficulty with phone system- New telephone system in place and online booking service. Staff available at peak times • Time delay for letters from hospital to notes- Improved internal administration processes • Difficulty in getting an appointment – same day appointments for urgent need

  13. Thank you Any questions or suggestions

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