This months news includes details about:

Patient Survey Results 2012/13
Missed Appointments
Results of the Patient Questionnaire
Patient Group

Patient Survey Results 2012/13

Our 2012/13 Patient Survey Results can be downloaded here.

Patient Group Report 2012/13

Our 2012/13 Patient Group report can be downloaded here.

Missed Appointments

The recent patient survey high lighted patient concerns regarding the availability of GP and nurse appointments. Unfortunately one of the persistent problems we encounter is missed appointments. Over the last 12 months the practice has lost  975 appointments through patients not attending as planned. We are very grateful to those patients who help to limit this waste, by contacting the surgery to cancel and rearrange their appointment. Without their help the situation would be much worse. We are aware that sometimes the clinicians do not "keep to appointment time" and although we try to keep these occasions to a minimum, sometimes it is unavoidable. Please contact the practice as soon as you realise you no longer need the appointment and let us know that we can offer it to someone else in need.

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Patient Questionnaire

A survey of the Practice is carried out annually and the average scores for the Crown Surgery were compared to the average scores for all participating practices. 80% of the patients requested to complete a questionnaire responded and the results were as follows.

 Higher than average scores were noted for; 

• Ease of phone contact with practice,
• Appointment system
• Waiting time
• Overall satisfaction,
• Warmth of doctors/nurses greeting,
• Doctors/nurses ability to listen,
• Explanations by doctor/nurse,
• Level of reassurance by doctor/nurse,
• Confidence in doctors/nurses ability,
• Patients ability to express concerns or fears,
• Concern for patient as a person,
• Respect shown by doctor/nurse for patient
• Amount of time for visit
• Consideration of personal situation
• Recommendation to a friend
• Treatment by reception staff
• Respect for privacy and confidentiality
• Reminder system
• second opinion and complimentary medicine.

Lower than average scores were noted for; 

• Seeing a doctor or nurse within 24/48 hours
• Chance of seeing doctor of choice,
• Speaking to the doctor on the phone,
• Comfort of waiting room
• Information provided by practice
• Illness prevention

We would like to thank all those patients who took part in the most recent survey. We have discussed the results of the survey as part of our regular practice meetings, all patients have the opportunity to comment on the services provided by submitting a comment form or telephoning the practice manager at any time. We were particularly pleased with patient comments regarding the clinical care that the practice offers, however the ability of patient's to see a doctor of their choice is an area which is causing patient concern.  Patient comments regarding the 24/48 access to clinicians is worrying as the practice offers both routine,  pre-bookable appointments and urgent appointments each day. In this way patients should always be able to access a GP within 48 hours. 

Individual comments made as part of the survey reflect the change in Out of Hours provision made last year. Unfortunately the decision to withdraw from Out of hours provision was made by the South Staffordshire Primary Care Trust as part of their annual review process. All calls to the practice in the evening after 6.30pm and over the weekend are automatically transferred to the Out of Hours Service which is managed by the West Midlands Ambulance Service

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Patient Group

The practice is always happy to receive comments about the services we provide and has been working with a small group of patients to discuss issues raised. Should you have any concerns about the services provided by the practice please contact any member of the practice team or put your concerns in writing or by  the comment section on this website.  If you are interested in becoming a member of the group we do not have a vacancy currently, however you may wish us to retain your details on our potential members list. 

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