Alton Street Surgery - Ross-on-Wye - Local Patient Participation Report - May 2014
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Alton Street Surgery
Local Patient Participation Report
To ensure we continue to provide the best possible service, the practice continues to be committed to seeking the views of our patients. We have an active Patient Participation Group (PPG) that has been in existence for several years and meets quarterly, and to supplement this, our virtual Patient Participation Group (VPPG) was formed three years ago. We always have flyers in the surgery inviting patients to participate in the VPPG, and these are also handed out at our ‘flu day’. We currently have 149 patients (52 male and 97 female). There are 131 White British members, 14 British or Mixed British, 1 Caribbean, and 3 Other White Ethnic Group. The age range is shown below.
To be as inclusive as possible we offered a range of contact methods.
We are continuing with our efforts to recruit members through publicity in the surgery, so that the PPG is more fully representative of our patient population and includes a greater number of younger people, male patients, and migrant workers.
Appointments System Survey Results
A radically different appointments system was introduced in July 2013 in an effort to try to preserve good access and excellent patient service in an environment where demand for appointments was far exceeding our capacity to cope. The reasons for this move are detailed in Appendix A.
Feedback from the ongoing data analysis has been presented to the PPG at our quarterly meetings, and they were in agreement that this year’s survey should concentrate on this topic. The members of the PPG were invited to contribute to the format of the questionnaire.
The results of the survey are as follows:
Q1. You will be aware that we have changed our appointment system so the doctors call you back and then make an appointment the same day if needed. Have you telephoned the doctor since this change?
A total of 72 replies were received to this question. 60 patients (83.33%) answered ‘Yes’, with the remaining 12 respondents selecting ‘No’.
Q2. How would you rate the new system?
70 patients responded to this question. 11 (15.71%) of the total respondents had not yet used the system. Of those patients who had used the system, 18 patients (30.51%) deemed the system to be ‘Excellent’; 14 (23.73%) ‘Good’; or 13 (22.03%) ‘Satisfactory’. 9 patients (15.25%) considered the system to be ‘Poor’ and 5 patients (8.47%) ‘Very Poor’.
When combined these responses show that 76.37% of respondents who had used the system were positive about their experience. The remaining 14 patients (23.73%) had formed a negative view, as illustrated below.
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Q3. How easy do you find it to get through to a receptionist on the telephone?
72 respondents answered this question as shown in the table below:
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Answer Choices |
Responses |
|
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Very easy |
34 |
47.22% |
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Fairly easy |
30 |
41.67% |
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Not very easy |
3 |
4.17% |
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Not at all easy |
2 |
2.78% |
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Have not tried |
3 |
4.17% |
Q4. If you have requested a doctor appointment since implementation of the new system do you feel you have better access to a doctor than with the previous system?
A total of 33 respondents (58.82%) felt that access to a doctor was better (17) or the same as before (16); with 25 respondents (41.18%) considering their access to a doctor to be worse than previously.
14 respondents had not requested a doctor appointment since implementation.
Q5. If you have requested a doctor appointment since implementation of the new system, did you receive a telephone appointment with your preferred doctor?
Of the 72 respondents answering this question 14 had not requested a doctor appointment since implementation. Of the remainder 35 (60.34%) received an appointment with their preferred doctor; 11 (18.97%) did not mind which doctor they spoke to; and 12 (20.69%) did not speak to their preferred doctor. This is illustrated overleaf:
Q6. If you have had a telephone appointment with the doctor, how do you rate the outcome?
This question was not applicable for 13 of the 71 patients who answered this question. Of the remaining patients, 54 (93%) thought the outcome was ‘Excellent’, ‘Good’ or ‘Satisfactory’, with 4 patients rating the outcome as ‘Poor’ or ‘Very Poor’.
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Answer Choices
Responses
Excellent
23
39.66%
Good
18
31.03%
Satisfactory
13
22.41%
Poor
2
3.45%
Very poor
2
3.45%
Q7. If you have had a telephone appointment that resulted in you attending the surgery to see the doctor, how do you rate the outcome?
This question was not applicable for 19 respondents. The remaining 53 patients were all positive and thought the outcome was ‘Excellent’ (25), ‘Good’ (20), or ‘Satisfactory’ (8).
Q8. If you had a telephone appointment that resulted in you attending the surgery to see the Minor Illness Nurse, how do you rate the outcome?
This question was not applicable for 53 patients. Of those patients who had seen the Minor Illness Nurse, 18 rated the outcome as ‘Excellent’ (9), ‘Good’ (4), or ‘Satisfactory’ (5). One patient rated the outcome as ‘Very ‘Poor’’.
Q9. We currently do not ask patients for a reason why they are requesting a doctor appointment, but this could make the systm more efficient with the doctors being able to prioritise their calls. Would you feel comfortable giving a brief reason to the receptionist?
72 respondents answered this question, with 31 answering No, and 41 Yes. In percentage terms, this represents 43.06% and 56.94% respectively.
Response to the Results
Question 1 - You will be aware that we have changed our appointment system so the doctors call you back and then make an appointment the same day if needed. Have you telephoned the doctor since this change?
Action: No action required.
Question 2 - How would you rate the new system?
The combined responses of ‘Excellent’, ‘Good’ and ‘Satisfactory’ show that overall 76.3% of respondents were positive about their experience of the new system.
Comments relating to Q2
I was doubtful the new service would work but I was impressed with how quickly the doctor called and how soon the appointment to see him was.
The system works very well for advice appointments without wasting time and energy going into Ross.
So far this new appointment system has worked VERY well for me, everyone was most helpful.
I work one hour from Ross, in Cardiff. If I feel ill at work and ring the surgery, I am told the doctor will ring between X and Y (usually a period of 2 hours). When X and Y is changes each time, and the doctor doesn't always ring within that period. When I might be offered an appointment also varies, from 20 mins after the call to 2 hours. with the new system, I therefore have to decide whether to leave work before ringing the surgery or before X begins, as I cannot answer the phone while driving and, when caught out like that, completely lost the chance to talk to the doctor that day. So the new system gives me a big headache and bad choices.
Although I have not had an occasion to use the new booking system, in feedback from friends I believe the new system is not very popular. I personally yearn for the day when I could tel. for an appointment with my own doctor and obtain one the same day. I also wish that after hours service was provided by doctors from our surgery and not by "strangers".
The main disadvantage is that the patient has to stay in to take the call - which can be inconvenient. Mobiles are Ok but not if driving.
I have used the system for appointments for my 2 children (aged 1 and 6), I feel that because GPs are using their time more efficiently I was able to see a doctor on the same day on both occasions. Although I have not used the system for myself (yet) I look forward to not having to travel to surgery (from an out lying village) if it is not necessary. I hope this system continues
Having spoken to receptionist - doctor will phone within 2 hours. Often much longer - sometimes next day. Face to face contact gives reassurance! Haven't yet tried to make an appointment for a non-urgent but necessary future appointment.
As you can see I have not used the new system, but have heard comments. Most people are happy with the choice.
I much prefer the old system. I do, also like to see my own doctor, since I feel he would be more familiar with my history.
Action: In terms of a major shift in service provision, it is still early days, and we will continue to refine the system to better meet patients’ needs as far as possible. We give a 2 hour time slot for the return call, but it is not always possible to meet this depending on the demands that arise during the day – emergencies for example. However, we are currently re-designing the doctors’ rotas to provide better coverage throughout the day.
We are aware that there is a particular issue with patients who work. It is possible to obtain a timed appointment, and the doctor concerned will endeavour to return the call as close to this time as possible. These appointments may be during the normal working day and also during extended opening hours on alternate Saturday mornings and Tuesday, Wednesday and Thursday evenings on rotation.
We are about to re-instigate on-line booking for some telephone appointments throughout the normal working day and into extended hours.
Question 3 – How easy do you find it to get through to a receptionist on the telephone?
Out of 149 members of the VPPG a total of 72 patients (48.3%) participated in the survey. All 72 participants answered this question.
The responses indicate that 47.2% found it very easy to get through on the telephone and 41.7% found it fairly easy; with a minority of 5 (6.95%) finding it not very easy or not at all easy. The remaining 3 patients had not tried. This indicates that the receptionists are doing a good job answering the telephone and meeting the needs of the patients with this process.
Telephone statistics are monitored weekly. Our receptionists deal with an average of over 2,000 calls each week, with approximately 650 of these being received on Mondays. The receptionists work hard to maintain an overall answer rate of around 98%.
Comments relating to Q3
Receptionists always easy to get through to
The choice you have as soon as you ring you is pointless
Action: No remedial action required, however we will continue to endeavour to maintain a good level of service. We are able to produce statistics on various elements of the telephone system and service provided, and these are routinely scrutinised.
The choice on the telephone will be removed.
Question 4 - If you have requested a doctor appointment since implementation of the new system do you feel you have better access to a doctor than with the previous system?
A total of 33 respondents (57%) felt that access to a doctor was better (17) or the same as before (16); with 25 respondents (43%) considering their access to a doctor to be worse than previously.
Comments relating to Q4
Same access as before so no complaint. My call was returned by midday. I consider that I am very lucky to be so well looked after by the Alton Street Surgery. No horror stories to report.
Action: It is disappointing that more patients do not feel they have better access to a doctor. The new system ensures that each patient is able to speak to a doctor the same day, and to see a doctor the same day if necessary. We will continue to promote the benefits of the new system and continue to refine the system to better meet patients’ needs as far as possible.
Question 5 - If you have requested a doctor appointment since implementation of the new system, did you receive a telephone appointment with your preferred doctor?
74.4% of patients requesting a doctor appointment and expressing a preference received an appointment with their preferred doctor.
Comments relating to Q5
Although I have put ticks in the boxes I do not always feel I have had access to the doctor I wished to have access to and have sometimes been given another doctor to see. It depended on the person I needed to see a doctor. I feel you should always see the same doctor unless it was an emergency.
We must keep the doctor / patient relationship
The system works well if the patient can speak to the doctor who always treats them - thus the doctor knows the person personally and can decide whether to see them or not. I am not sure how well it will work if the doctor who phones the patient back does not know them at all and how can that doctor decide whether an appointment is necessary or not.
The problem with the system is the assumption that I will speak to just any doctor. I will not. Once a consultation starts with a specific doctor about a specific problem, I want to keep to that same doctor throughout. This is a problem because the doctors only work specific days, and you refuse to give telephone appointments for any day other than the day I ring. I can see no reason why if I ring on Tuesday, I cannot get a telephone appointment for Wednesday - or any other day. With the previous appointment system involving face-to-face consultations, I could ring any time to get an appointment with a specific doctor. I cannot do this with the telephone system - hence I have rated it as "‘Poor’".
Action: Continuity of care is a key factor in patient satisfaction, and we will continue to offer patients choice in an endeavour to improve on this.
We are aware that a particular frustration is the requirement that patients are not offered a future appointment if their doctor of choice is not working the day they call for an appointment. We are currently looking at this aspect of the system as part of the review of the doctors’ rotas.
Question 6 - If you have had a telephone appointment with the doctor, how do you rate the outcome?
This question was not applicable for 13 of the 71 patients who answered this question. Of the remaining patients, 54 (93%) thought the outcome was ‘Excellent’, ‘Good’ or ‘Satisfactory’, with only 4 patients rating the outcome as ‘Poor’ or ‘Very Poor’.
Comments relating to Q6
Even though I have found the "outcome" ‘Excellent’ I do not like the new system. I much prefer speaking to the doctor face to face. Doing the interview by telephone is stressful both waiting for the call and speaking to a voice, whereas seeing the doctors face, especially eyes, gives me confidence to express all of my worries.
Q6. Additional comment - sometimes works well in theory, but sometimes it is not convenient to remain close to the telephone for 2 hours or so.
The telephone contacts with Dr. Lennane have been very ‘Satisfactory’ but I hope he will remember what I look like! His response to e-mails is ‘Good’ too.
Action: None required. All of the doctors have received specialist training for conducting telephone consultations. As a result they have developed the competencies to ensure they bring in patients for face-to-face consultations if they are at all unsure of the effectiveness of the telephone consultation.
Questions 7 - If you have had a telephone appointment that resulted in you attending the surgery to see the doctor, how do you rate the outcome?
This question was relevant for 53 patients who were all positive and thought the outcome was ‘Excellent’ (25), ‘Good’ (20), or ‘Satisfactory’ (8).
Action: No remedial action required.
Question 8 - If you had a telephone appointment that resulted in you attending the surgery to see the Minor Illness Nurse, how do you rate the outcome?
Of the 19 patients for whom this question was relevant, 18 rated the outcome as ‘Excellent’ (9), ‘Good’ (4), or ‘Satisfactory’ (5). One patient rated the outcome as ‘Very ‘Poor’’.
Action: No remedial action required.
Question 9 - We currently do not ask patients for a reason why they are requesting a doctor appointment, but this could make the system more efficient with the doctors being able to prioritise their calls. Would you feel comfortable giving a brief reason to the receptionist?
A majority of patients (56.9%) would be happy to give a reason.
Comments relating to Q9
We, my husband and myself perhaps are unusual, we never go to see the doctor unless it is very necessary, and urgent because we are in real pain and have explored every other avenue, in which case I do not want a phone diagnosis but to see the doctor. If it is a very personal female, or indeed male problem, I do not feel it is appropriate to discuss it over the phone with either the GP or receptionist.
The receptionist could ask the patient how urgent the request to see a doctor is perhaps by a simple colour code e.g. red / amber / green = Emergency / urgent / can wait
The receptionists said she had no medical training so could not answer my question.
It may be difficult for some patients to give a reason for a request, which may result in them giving a different response which could result in a lower priority being given; an example would be me being asked for the reason for my request and a family member or friend is present whom I do not want to share my concerns with.
Yes unless the details were of an intimate nature.
I think that prioritization Q9 is a ‘Good’ idea in principle as long as the receptionist on these calls cannot be overheard in the waiting room and that the response from GP is within a specified time period. However, I would be happy to give details but some patients may give vague symptoms and play down the urgency. There is also a danger that those who refuse to give details may become priority by default! Perhaps best left unchanged unless the GPs have strong evidence that their valuable time is being wasted by calls of a low clinical priority or by patients who would not have bothered with an appointment under the old system. An alternative would be to have a dedicated Nurse who could sift calls after initial telephone reception by a non clinician and prioritize for the GP - but the overheads might outweigh the savings of GP time.
Most of the time
Has it ‘Good’ and bad points if you want a quick diagnoses something minor ‘Good’ If it's something you would prefer not to talk about over the phone embarrassing I suffer from mental health issues find it difficult to talk over the phone So don't really call the doctor when I should Please do not go down the road of talking to a receptionist about your health problems the conversation is private with your gp Think it has it's ‘Good’ and bad points
Action: No change required. We will continue to record the reason for the request if the patient volunteers this information, but will not ask patients.
Practice Information
Although the following information relating to appointments is readily available in our practice leaflet and on this website, we are reproducing it here for the convenience of the reader.
Appointments
Our surgery and clinic times are by appointment only. We have recently introduced a new system which makes more use of doctor telephone consultations.
When you call, our reception staff will take your name and make sure they have your correct telephone number. You may be offered a call back or, if the doctor you wish to speak to is available, you may be put straight through.
The doctor will normally telephone you within two hours of calling, or a particular time slot may be requested if this is more convenient for you. The doctor will make an appointment for you to come into the surgery if you need to be seen. This will usually be the same day.
As always, if you no longer need, or cannot attend, a booked appointment, please let us know as soon as possible. A lot of appointments are wasted by people who book, but then fail to turn up.
Appointments may be booked directly with the Practice Nurses, Health Care Assistants and attached Midwives - you do not necessarily need to see a doctor first, but do bear in mind that certain tests and investigations, e.g. blood tests, will need to be 'ordered' by a doctor.
Expressing a preference
You may express a preference to receive services from a particular doctor or nurse, either generally or in relation to a particular condition. If you wish to do this, please write to the Managing Partner, who will ensure that your preference(s) will be recorded in your records. We will endeavour to comply with your request, but there may be occasions when we may not be able to do so.
Requesting a consultation
If you are over age 75 years, you may request an annual consultation with a doctor or healthcare professional. Similarly if you are aged between 16 and 74 years, and have not seen a doctor or healthcare professional in the preceding three years, you may also request a consultation.
Emergencies
During surgery hours ring the usual practice number and tell the receptionist the nature of the emergency. The duty doctor will be contacted as soon as possible, or it may be suggested you should call the ambulance service.
Opening Times
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Monday |
08:00 - 18:00 |
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Tuesday |
08:00 - 18:00 (appointments to 7.20pm alternate weeks*) |
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Wednesday |
08:00 - 18:00 (appointments to 7.20pm*) |
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Thursday |
08:00 - 18:00 (appointments to 7.20pm alternate weeks*) |
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Friday |
08:00 - 18:00 |
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Weekend |
Appointments alternate Saturdays starting at 8.40am* |
*Bookable in advance only
Doctors’ Working Days
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Monday
Tuesday
Wednesday
Thursday
Friday
Mornings
Dr Clayton
Dr Hobbs
Dr Jackson
Dr Haines
Dr Gallagher
Dr Clayton
Dr Lennane
Dr Price
Dr Haines
Dr Clayton
Dr Lennane
Dr Price
Dr Hobbs
Dr Gallagher
Dr Lennane
Dr Price
Dr Jackson
Dr Hobbs
Dr Clayton
Dr Lennane
Dr Price
Dr Haines
Afternoons
Dr Clayton
Dr Hobbs
Dr Jackson
Dr Haines
Dr Clayton
Dr Lennane
Dr Price
Dr Haines
Dr Clayton
Dr Lennane
Dr Price
Dr Hobbs
Dr Price
Dr Jackson
Dr Gallagher
Dr Clayton
Dr Lennane
Dr Price
Dr Haines
6.30pm - 7.30pm
1 doctor on rotation
(2 weeks in 3)*
1 doctor on rotation
(2 weeks in 3)*
1 doctor on rotation
(2 weeks in 3)*
We also are open alternate Saturday mornings (1 doctor on rotation)*
* These appointments are primarily for patients unable to attend during our normal working hours, and appointments can only be booked in advance. During these times telephone calls will continue to be answered by the out-of-hours service, and access to the surgery is for booked patients only.
Appendix A – Rationale for implementing the new system
We have always taken pride in our ability to provide good access, but increasing patient numbers (our list has risen by 34% since we moved here) and demand for appointments has meant that access to a doctor had been gradually deteriorating.
At the same time consultation rates nationally are rising rapidly. This is due to many reasons, including the ageing population, and we now need to provide 40,000 appointments each year. It was becoming the norm for a doctor to work a very busy day and then be required to see up to 10 more patients at the end of each surgery. This was neither desirable nor safe.
We have 10 doctors (including trainees), 3 nurses and 2 health care assistants working seeing patients. On several occasions we have run out of rooms, and we have already made use of every available space for consulting rooms. The site is limited in terms of extending the premises. There was sometimes standing room only in the waiting room.
Something had to change if we wished to maintain the level of service we would like, and we embarked on a 12 month period of research and evaluation to gain an understanding of different ways of working.
A variety of methods were employed to gain as much information as possible. In addition to extensive web research, we talked to a number of other practices nationwide; looked at two commercially available solutions; and arranged visits to three practices that have a similar arrangement in place – one in Worcester, one in Devon and one in Bromsgrove. We decided to invest in one of the commercial solutions provided by a company who already had practices across the country using their system, providing a service to more than 600,000 patients.
We fully expected to encounter different circumstances that do not necessarily fit the model. Because of this we had already decided to retain a measure of flexibility as to how we operate the system to ensure that we can meet the needs of the majority of our patients, and we do make considered adjustments. For example, we quickly stopped asking each patient for a reason for their appointment request as some do not wish to give this information, and this was something the receptionists were not particularly comfortable asking.
Weekly data analysis is ongoing and initially this concentrated on ensuring we have sufficient doctors available to meet predicted demand each day. We are now using it to restructure the doctors’ working days. Historically there are significant peaks and troughs in demand for appointments that cannot always be attributed to a particular cause, and we need several weeks of data with the new system in place before we are able to make firm assumptions. Beside this, we are also analysing call-back times, conversion rates for telephone/face to face appointments, and the continuity of the service to patients, i.e. whether a patient is able to see the same doctor each time if they wish, the latter being very important in patient satisfaction terms.
We appreciate that patients who work may have particular issues with regard to call-back. Telephone appointments are available from 08:00 Monday to Friday, and we are now offering workers who can only call first thing in the morning the opportunity to wait for a doctor to become free, at which time they will be put straight through. Alternatively, we continue to have extended opening hours on Tuesday, Wednesday and Thursday each week (two evenings per week on rotation) when telephone appointments may be made up to 19:20. We are open alternate Saturday mornings, and call-backs would be possible then also.
We fully believe that the new system has the potential to improve the service to patients who need to be seen by a doctor, whilst having the benefit of being able to more efficiently deal with the remainder of patients. Evidence suggests that approximately one third of patients asking for an appointment can be dealt with over the phone, and a further third directed to an alternative element of the service such as a Health Care Assistant for routine checks prior to seeing a doctor, or a GP with a special interest in dermatology for skin problems.
Our ultimate aim is always to provide the best service we can to our patients and we will continue to work hard to continue to refine the appointments system we have put in place.
Appendix B - Comments
Further comments not included in relation to specific questions in the report above:
‘Excellent’ service, Very well done.
I haven't used this system since its insertion.
A practice to be proud of.
My visit to the nurse was for blood pressure check-up. As you can see I have been fortunate not to use the new system yet - but I must admit I still fail to see how it saves the doctors time - but it obviously does!
Most people that I spoke to about the new system do not like having to phone in and then wait for the doctors return call, meaning they can't plan their time efficiently! They would all prefer a return to the old well loved system - we were all so proud of the old Alton Street.
Do not like new system. Don't like talking down a phone to doctor it winds me up with my depression and anxiety. Preferred the old way. Also couple of weeks back had a double appointment made to see my nurse for depression with a mate booked at the same time.
The old system worked very well for me. I do not come a lot but when I tried I got very frustrated by it all. Such a pity it had to change. Progress is not always ‘Good’ for the patients but expect its better for the Drs! But I gather other surgerys are also doing this - Pity
Where it is possible could receptionists and doctors make the call more accurately on the day and time, to avoid waiting times for the patients.
I still prefer the old system when I could book ahead to see my doctor for routine monitoring after, say a blood test. I need to discuss the outcome face to face with the doctor.
I have always had ‘Excellent’ service with Drs and Staff. Dr Lennane ‘Excellent’ and always ready to listen. Very grateful.
My one concern is that when we have to be seen at another practice, say in an emergency on holiday and are asked the name of your doctor whom does one say? Do you quote the practice? Another small annoyance I had was that Dr Downie should leave the practice without any of his patients being informed.
Just let new things 'settle down' now. I think everything appears to be working very well!
I think ALL of your receptionists are kind and courteous. In the last 12 months my husband has been going to the leg club on Thursdays. May I say ALL the District Nurses are so kind and nothing is too much trouble. We appreciate this very much.
No further comments
I actually moved to Pendeen surgery after getting frustrated by the new system but since speaking to Dr Lenanne who explained I could have a timed called back with in 10 minutes of a given time I have moved back. On a few occasions I have let the receptionist know I am not happy but they didn't tell me about the timed call back which would have saved me changing Doctors practise and then change back.
I am happy with the telephone system if it is for something which requires a same-day appointment and the doctor needs to clarify that symptoms require what is in effect an emergency appointment. I am NOT HAPPY with this system for routine appointments, Sometimes there is something which is worrying you at the back of your mind and which you would like to discuss with the doctor of your choice within, say, a couple of weeks. In this instance you may NOT want to go through 'the third degree' first before being allowed to see your doctor face-to-face, I currently have something worrying me, but I have not phoned to speak to a doctor as I do not want to discuss it over the phone so I am ignoring the symptoms and hoping they will go away. PLEASE re-introduce the opportunity to book routine appointments up to a couple of weeks in the future, and preferably the option to book on-line, to cover instances like this. I know I am not alone in this view and I feel the practice is potentially missing illnesses because patients feel as I do. There is NO opportunity to have an appointment then say 'by the way Doctor' and then confess to what is REALLY troubling you. As to the receptionist asking what the problem is - a very definite NO NO NO to that! When we lived in a different area we had this system and it was an absolute nightmare. Some receptionists, with little medical knowledge, took on the persona of pseudo Doctors and became the dragon receptionists portrayed on comedy programmes (!!!)
Although I rarely visit the surgery , I am having to get use to not making a direct appointment to see my Doctor.
None at this stage
My experience so far has not been ‘Satisfactory’. I was told I needed to speak to a doctor as the result of an appointment with the hypertension nurse. I did not request this, and then when the doctor rang they did not know why they were speaking to me. A total waste of everyone's time.
I have trigeminal neuralgia. This causes severe pain when speaking and eating. How on earth can I ring the surgery, then try to explain on the phone to the doctor how I feel (which I assume would then result in an appointment during which I'd have to speak again). At least, previously, I could have cut out the telephone calls, by asking my husband to make the appointment, leaving me with just the interview with the doctor to worry about. I see this new system as a convenient way for the surgery to appear to have a large number of patients (which I take it is the benchmark for receiving central income), whilst actually reducing the number of patients who physically walk through the doors.
I am concerned that if you need to see Dr and only get to speak on the phone, something could be missed which would be detrimental to someone's health. Surely if we feel we need to see a Doctor we should be able to have the choice. Perhaps asking if one would like a telephone appointment or see the Doctor so people can decide...give us choice!
My only reservation on the change of system is that personally speaking, I find it easier to talk face to face rather than on the phone, especially if it is a very personal problem. However, if this system has resulted in less time wasting and inappropriate visits to the doctors, which I presume is why it has been implemented, then I am happy for it to continue. I want to stress again, that I think Alton Street surgery gives a fantastic service and having lived in other areas of the country I can say this with comparisons in mind. Thank you to all the staff.
I have used this new system several times and each time, as I knew would be the case, I was told that I would have to come in to see a doctor. This has simply resulted in having to wait longer before I could get help. When we were first asked about this system I thought it would mean that a patient, aware that they were suffering from something minor, could ask to speak to their doctor over the phone to save valuable time. This was something which I had done in the past anyway. On the subject of choice of doctor, I have a chronic condition, and feel that continuity of support from one person is extremely important and I want to be able to choose that person myself.
Over all I feel that I have ‘Excellent’ care from both Doctors, nurses and at reception and I thank you all.
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