Newsletter No.6 Spring 2008
PATIENT SURVEY 2007
The Practice would like to thank all the patients who took the time to fill in the Department of Health Practice Survey. A total of 194 forms were completed. We would like to highlight some key areas that the Patient Group and Practice felt noteworthy of comment. We would however, point out that all the percentages quoted are only with reference to the 194 forms and do not necessarily reflect the views of the whole patient population (6,500).
The Survey, of course, only reached those patients who visited the surgery - many of whom are the 'frequent flyers'. The Practice would welcome any comments from those of you who they don't see so often - again via the Suggestion Box in the surgery foyer.
Reception/Administration
85% thought our Reception team's standards warranted 'good to excellent', a further 13% considered the standard to be 'fair' with only 3 out of 194 responses indicating 'poor'. In the free speech sections the Administration teams received 4 negative comments and in excess of 30 very positive remarks.
Perhaps a light pat on the back is warranted and an encouragement to do even better!
Availability of Doctor of Choice
30% considered this to be 'good', 42% 'fair' with a 35% negative response - 67% saw their doctor of choice within 4 working days.
There are so many factors of choice here - a desire to see a female doctor, a follow-up consultation with a particular doctor, annual leave of clinicians etc.
Availability of Any Doctor
50% considered this to be 'good', 31% 'fair', with a 19% negative responses - 71% seen within 2 working days and 96% within 4 working days.
Practice policy is to offer appointments on a rolling two week basis and many patients do book a week or more in advance. The Patient Group members felt that overall performance was quite reasonable.
Do you have any views you would like to share via the Suggestion Box? The Patient Group and Practice welcome your input.
Out or Hours
Many of you again commented on the Out of Hours facilities and the wish for cover to be from your own Practice. This facility was removed by the Department of Health in 2004 and replaced by the Primary Care Trust Out of Hours Service. If you have any strong views or experiences regarding this you could wite to the Chief Executive, Gloucestershire Primary Card Trust, 1250 Lansdowne Court, Gloucester Business Park, Brockworth, GL3 4AA. Extended Surgery Hours will be reviewed when more information is given by the government. The Practice is waiting guidance from the General Practitioner's Committee.
Telephones
The Practice is exploring a number of telephone systems and has commissioned an audit of call volume and activity. The results should be available early summer and will be discussed with the Patient Group. REMINDER - for non-urgent calls it is better not to contact the Surgery during peak times, i.e. up to 11am.
PATIENT GROUP NEWS
We now have a notice board in the foyer dedicated to Patient Group News. Our first display will be a summary of the Additional Patient Comments from the 2007 Survey and a comparison summary taken throughout 2007 from the Suggestion Box with action so far taken by the Practice.
The Group apologises for an error given in the Winter Newsletter. The phone number for short term hire from the Medical Equipment Loan Service is now unobtainable. We have been unable to find a replacement service. We are researching further and hope to have more news for the next newsletter.
Rachel's Tips for Winter
Better weather, longer days but for some people allergies can be a nightmare. Prepare by stocking up with the wide range of effective treatments available in the supermarkets eg eye drops, nasal sprays, creams and antihistamine tablets. Hay fever and allergy sufferers should start treatment early before symptoms develop and take regular medication. This way it is most beneficial. I realise that our weather is very unpredictable so it can be difficult to plan.
Remember to wear sun glasses, a hat and apply protective sun factor to visible parts of the skin. Avoid wearing perfumes as this will attract insects. When travelling keep car windows closed. For some it may be necessary to close windows and doors of the house.
Drink plenty of water to avoid de-hydration which is even more important when the weather is hot.
Take time to enjoy the outdoors and think about taking up a new hobby like walking, tennis or cricket. Think of the calories this will reduce and give you a healthy body.
Exercise Classes
The Practice Nurses have asked us to publicise details of exercise classes available in the area, particularly for the Over 50s - So shape up for Spring and Summer!!
Corse Lawn. Hatha Yoga stages 1 & 2. Contact Emma Elliot 01684 850097
Tirley Village Hall. General Exercise Class. Mondays 5.30pm and Wednesdays 5.15pm. £3.50 per class. Runs in blocks of 6 weeks. Phone Helen Fardon tel 01452 840717 mobile 07850 321906 for information.
Redmarley Primary School. Yoga. Wednesday 7.30 - 9pm. Penny Jolly 08702 642061. Free taster classes.
Berrow Village Hall. Yoga. Wednesdays 7.30pm - 8.30pm £4 per class Bring a rug or mat. 01531 650200.
Newent Memorial Hall. Exercise Class for Over 50s. Monday 9.30-10.30am. £3.10 per class.
Apperley. Pilates. Thursdays 6-7pm. 8week course £52. Shelley 0789 1491595. www.postivepilates.info.co.uk
Tewkesbury. George Watson Hall. Thursdays 10.30-11.30am. Positive Pilates Introduction to core programme. Contact Shelley as above.
Brooms Green Village Hall. Pilates. Beginners 6 week course, starting 12th May. Clare 07792 335460
Welland Village Hall. Essential Level Pilates. Wednesdays.11.30am -12.30pm. Clare 07792 335460
Profile - Senior Dispenser - Wendy Niblett
Wendy has been with the practice since 2001. She works part-time as a job share with another colleague. Together she and her colleague are responsible for two other members of staff and any necessary holiday cover.
Wendy was trained on the job, and she considers that the most interesting part of the work is meeting the patients. She says that it is helpful to have a 'go-between' with patients and doctors. Someone might ring and need reassurance regarding the small print of a particular prescription, and Wendy is either able to explain to the patient the detail, or she will ask a doctor and then speak to the patient. This saves the doctors time if queries are dealt with in this way.
Wendy has an NVQ in Dispensing and also receives ongoing training in a variety of subjects including resuscitation, fire safety and computer training. She and her colleagues also take it in turns to have updating on dispensary issues. She finds this very useful particularly when finding out how other surgery run their dispensaries.
The dispensary dispenses 7,500 items per month, and because of Government legislation there is more and more paperwork to be handled.
Wendy has lived in Staunton all her life, and loves the fact that she is able to walk to work. She particularly enjoys walking and cooking.
Telephone Numbers
Staunton Surgery - General Enquiries - 01452 840228 Appointments - 01452 840555,
Dispensary - 01452 840688 Community Nursing Team - 01452 840680
Cheltenham & Gloucester Hospital - 0845 422 2222
Tewkesbury Hospital - 01684 293303
Gloucestershire Citizens Advice Bureau 01452 528 017
Gloucestershire Age Concern 01452 422 660
NHS Direct (for general 24hr medical advice) - 08 45 46 47