Patient Feedback
We are currently trying to develop an active Patient Participation Group. If you would like to be involved in advising the practice on how we can improve and prioritise our services then please contact us to join. We want to make the group as inclusive as possible so hope to have a combination of virtual feedback as well as a group physically meeting at the practice. Please contact Carolyn Boyd on 01582 664401for more information.
Members of the PPG said of their experience so far:
"It was interesting to try and understand things "from the other side" and great to know the surgery is doing its best to improve" Verity
"I believe the meeting between surgery staff and patients can only be viewed as constructive for both parties. All discussion was fair and frank with a combined goal of achieving an improved surgery for all" John
Quality Framework
You can view a summary of how West Street Surgery performs in the Quality and Outcomes Framework here. West Street achieved 99.5% of all targets for clinical care, and 95.5% of overall targets in 2010. More detail can be viewed on the NHS information website. It is our hope to maintain, or even achieve 100% of the clinical targets, and improve on our administrative targets.
Patient Participation Group
Thank you to all our patients who have joined the Patient Participation Group (PPG). The PPG have advised on the content of the October Access Survey. They also took part in a "Secret Shopper" evening - looking around the surgery and advising on the facilities. This was a very interesting evening, and the practice will improve facilities in accordance with their recommendations.
Their full findings, and how the practice will respond can be seen by clicking in this link. A summary of the actions to be taken is shown below:
- Purchase a new telephone system and additional lines so that patients’ calls are answered more quickly
- Publicise our website and encourage patients to try the online booking facility
- Build a new “user-friendly” reception desk
- Investigate how we can improve facilities for children by re-introducing some toys
- Improve signage
- Investigate installing a TV to provide information for patients while waiting
- Improve our displays of health information and update them more frequently
Survey Results
Our April 2010 - March 2011 (national) patient survey results can be viewed here.
Our October 2011 Access Survey results can be viewed here.
Around 70 patients responded to this survey. The results show that:
The survey also showed that less than 10% felt they would need to book well in advance, with 57% preferring same day booking, and 35% preferring to book a couple of days beforehand.
As a result of this survey, we will: