Regal Chambers Surgery

Patient Reference Group Meeting16th January 2013

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

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

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

Regal Chambers Surgery

ComplaintsIn 2012 we had 19 written and 8 verbal complaints (lots more general

grumbles though!)Written complaints were about the following:GPs = 6Staff = 4Systems = 9 (appointments, phones, recall, results etc)Patient = 1 (one member of staff complained about a patient)Verbal complaints were about the following:GPs = 3Systems = 5 (appointments, phones, recall, results etc)