• The current list size as at 1st September 2013 was 3741

• 34% of the patients who completed the questionnaire were male• 65% of the patients were female

• 84% of patients were under 65 years old

• 43% of the patients attended 5-10 times per year

• The national average is 5.5

• With 9% attending 11+ times

• 89% of patients were aware that they do not always have to see a GP which is very positive.

• It can be seen that we need to do some education around the role of the HCA and phlebotomist

• 77% of patients were aware of the text messaging reminders

• 30% of patients did not realise most routine appointments were 10 mins

Patient Comments

“Didn't feel rushed, everything was dealt with, very nice and friendly staff.”

“They were brilliant.”

“Welcome change.”

“Saw the nurse, very reassuring.”

“First visit and very happy with the Reception team, very welcoming and helpful.”

.

“I feel hurried sometimes but I found out you can ask for 20 minute appointments.”

• 95% of patients felt that they understood the advice that they were given

Patient Comments

“My doctor is so helpful and understanding.”

“Understood from Dr. Tampis.”

“Applied the advice.”

“Dr. Mustafa was very clear in his advice.”

• 85% of the patients felt that the discussions with the doctor or nurse helped manage their health problems

88% of patients who were given a prescription did understand how to take their medication

Patient Comments

“Don't like how Receptionist decided who I should see, and not happy about giving information about my condition to Receptionist.”

“What happens if they don't feel like they can talk about it with the Receptionist?” X2

“Issue of privacy and of sensitive information being overheard by other patients.”

“It is more informative now there is a pre-recorded message on the answerphone and informing patients of the reason that Receptionists ask.”

“Very helpful Reception team, very understanding and kind.”

“To direct to correct professional” x2

• More people did not know how to make a complaint than did. Therefore we need to promote how the patients can feedback their comments good/bad to the practice

• 46% were aware of the support offered to carers. We plan to promote carers at the flu clinics and in the newsletter

• 30% of patients are aware Oakwood has PPG. However, it is very new so we need to promote it in the near future through newsletters, posters and patient education

Patient Comments about the practice

•“Friendly and helpful Reception” x 4

•“Easier to get appointments than previously.”

•“Friendly Staff. New GPs and team seem good.”

•“Would like feedback/follow-ups on test results. Would like a text saying "Please call us to discuss/Make an appointment for the results of your test (blood etc.)" rather than not hearing anything when the test needed to be repeated. “

•“There has been considerable improvement in getting an appointment since the practice was taken over.”

•“I have always been happy with the service I have received over the last 20 years.”

•“The surgery seems more patient focused now, also pleased that the bins are now stored outside rather than in the same room as you are expected to leave prams in.”

•“Appreciated call for 40+ check up, practice has always been there when I needed it, thanks.”

•“On the occasions I have been, I have been completely satisfied with attention given and ability to get a quick appointment. “

•“My husband and I are very satisfied with the new doctors.”

» Thank you to the Patient Participation Group and The Oakwood patients for helping us with this survey.

» The Action plan will be produced after today’s meeting. A copy will be put on the website and displayed in the surgery.