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Regal Chambers Surgery

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  1. Regal Chambers Surgery Patient Reference Group Meeting 16th January 2013

  2. Regal Chambers Surgery • What’s been happening since we last met? • Plans in the pipeline • Newsletter • A few QI facts and figures • CQC – what it means for the practice and PRG • Patient questionnaire for 2013

  3. Regal Chambers Surgery • No. of children 0-10years seen Oct – Dec 2012 was 846. Number of times they were seen during this period was 2.51. Total number of 0-10 children on list = 1712 • No. of patients 65+ years seen Oct – Dec 2012 was 1848. Number of times they were seen during this period was 4.10. Total number of 65+ patients on list = 2119

  4. Regal Chambers Surgery • Number of calls to practice from 1.9.2012 – 4.1.2013 = 76,539 • Average time for a call to be answered = 00:02:01 • Average length of call = 00:03:30

  5. Regal Chambers Surgery Complaints In 2012 we had 19 written and 8 verbal complaints (lots more general grumbles though!) Written complaints were about the following: GPs = 6 Staff = 4 Systems = 9 (appointments, phones, recall, results etc) Patient = 1 (one member of staff complained about a patient) Verbal complaints were about the following: GPs = 3 Systems = 5 (appointments, phones, recall, results etc)