complaints leaflet

complaints letter

We are especially keen to make sure that the group is fully representative of our patients and therefore invite anyone with an interest to enquire about . . .
→ Read More: Patient Participation Group]]> The practice wishes to establish a group of patients who are willing to contribute some of their time to the development of the practice and its health services.

We are especially keen to make sure that the group is fully representative of our patients and therefore invite anyone with an interest to enquire about joining.

Please ask to see Sandra Batty for more information

We anticipate that the group will meet about four times a year, but arrangements will also be made for members of the group who are not able to attend in person, but feel that they would like to contribute.

PPG Aims and Objectives

PPG Minutes Oct 2011

Patient Survey Report 2011-12

Patient Participation Group Action Plan 2011-12

A summary care record is an electronic record which allows healthcare staff to have faster and easier access to your medical information.  They will be able to see what medications you take and any allergies you may have.  This means that you will recieve safe treatment when your surgery is closed, . . .
→ Read More: Summary Care Record]]> What is it?

A summary care record is an electronic record which allows healthcare staff to have faster and easier access to your medical information.  They will be able to see what medications you take and any allergies you may have.  This means that you will recieve safe treatment when your surgery is closed, in an emergency or when you are in another part of the country.

You can look at your summary care record at any time by registering at http://www.healthspace.nhs.uk/

Children automatically have a summary care record created for them.  If you do not wish your child to have one, please complete the Opt Out form and return to your GP.  If you opt out and change your mind at a later date, inform your GP practice. http://www.thebigoptout.com/

If your details have changed please can you inform us, thank you

Using Health Records

As from Monday 30th March 2009 we will have a community bus available to patients who live in outlying areas. Initially, the community bus will serve St Newlyn East and surrounding areas. The scheme is being administered by Age Concern Cornwall & the Isles of Scilly.

The service . . .
→ Read More: Rural Transport Scheme]]> Transport Scheme (North Carrick Community Bus)

As from Monday 30^th March 2009 we will have a community bus available to patients who live in outlying areas. Initially, the community bus will serve St Newlyn East and surrounding areas. The scheme is being administered by Age Concern Cornwall & the Isles of Scilly.

The service will be available for patients to travel to Perranporth for appointments on Monday afternoons, Tuesday and Thursday mornings. The community bus will operate as a dial a ride and will be available from 2pm to 5pm in the afternoon and from 9.30-12.30 in the morning.

The surgery appointment system will reserve a small number of appointments between 3-3.30pm or 10.30-11.00am for patients to book in advance if they need to arrange transport with the community bus.

Anyone who wishes to use the service needs to register for the scheme (a quick and easy process to be completed at the surgery or by the bus driver). Once an appointment has been made at the surgery, contact the transport co-ordinator who will then contact the patient to make travel arrangements.

Hello there folks I’m back, three quarters of the way through and starting to evaluate the project, shocked at just how much we have done! During the last 5 months we will be wrapping a few groups up and leading them into new things; some are finding their . . .
→ Read More: AFH – Summer update]]> Perranporth Surgery Arts – Summer Review

Hello there folks I’m back, three quarters of the way through and starting to evaluate the project, shocked at just how much we have done! During the last 5 months we will be wrapping a few groups up and leading them into new things; some are finding their own way and just one brand new one…..and also sadly thinking about finishing. Enjoy your summer and Thankyou for your support all of you.

Art group – ‘life’s a Beach’ This group has finished now, but not over. You will by now have seen our magnificent painting from this group in the waiting room. Some of the group have begun a N.C.F.E ( National Certificate in Further Education) with Cornwall College Adult Advisory Group, and some meet regularly still with Kate to work on other pieces. I am currently trying to find more funding to pay an artist to work with both patients from this group and from Diane’s group…..watch this space!

Knitting the sea (Previously the Craft/ Embroidery Group) The Crafting group had its ups and downs but finally settled in its new location at Perran Bay Home. Residents who are all registered patients at the surgery worked with volunteers to create a wall hanging based on the theme of the bay. The result Was an amazing two meter long bejewelled spectacle complete with cuttle fish, octopus and starfish! This will be hung in the waiting room very soon.

Perran Bay had also asked for help from us with running a cookery group for their clients. One of the hardest things for many of the ladies is not having the facilities to cook them selves. We contacted Health Promotion who fun a group called ‘Eat-some’ and now they are running weekly baking sessions with clients.

Women’s body image Val Stagg, who is a voice and reiki and shiatsu therapist, and has been working with a number of women in a group session called ‘SoundWaves’ since April. The women have been working with healing voice and relaxation techniques. They have been so popular that we extended them and are currently trying to find ways of funding it so that it can carry on…watch this space!

Gardening group – ‘Ugrow’ This group is designed as outreach for our clients with learning disabilities. The plan is to link them up with Glencarne Nurseries in Barkla Shop, where they can join together in a programme of learning and make new friends. These sessions have been a long time in the planning and now have the backing of The Duchy who will be tutoring the sessions and Adult Social Care. The plan is that they will be 6 sessions run as a pilot, for three hours on a Thursday morning beginning in September. With pick up and drop off at the surgery by minibus. If you have a letter sent to you or would like to join the project then please do contact the surgery for more information.

3D art group This was run as a spin off from Kate’s’ group. We wanted to lure more men into the groups and as a result we invited multi-media artist Diane Spiers for 14 sessions. They were working on themes of networks and have created a might sculpture for the surgery which will be a visual wonder…..This piece will be installed by the middle of July. You won’t believe your eyes. Many thanks to Diane and all her group, and as mentioned earlier, we are working with Cornwall College to find ways of continuing with our art groups.

Celebration Ideas As I mentioned earlier, we finish this project at the end of November which isn’t long. We have so many images, photographs, painting, feedbacks and creative writing pieces that we thought it would be a nice idea to create a book of the journey. We hope to publish a copy so that we have a great record of what we have achieved. We would like to launch this on a dark evening in November and invite all of you along to help us reflect on how far we have come as well as celebrate or achievements. If you have anything that you would like to suggest for the book or for the celebration then please do contact the surgery…be nice to leave with a bit of a do.

Lastly thank you to all my hard working volunteers, you know who you are…without you these projects wouldn’t happen! Have a good summer and wear lots of sun cream!!!!

Lollie X

This survey was conducted at the beginning of the year. Surveys were sent out to patients who had consulted within the last month. Replies were anonymous. Stamped addressed envelopes were included to encourage response.

Overall the results are very much the same as . . .
→ Read More: Are you happy with our service?]]> Below are the results of the most recent patient questionnaire.

This survey was conducted at the beginning of the year. Surveys were sent out to patients who had consulted within the last month. Replies were anonymous. Stamped addressed envelopes were included to encourage response.

Overall the results are very much the same as last year. With regard to opening hours , we had a slight increase in people expressing their wish for the practice to be open in the evenings, this increased from 14% to almost 17% this year. The number of people expressing their wish to have the surgery open at the weekends remained the same as last year, around 37%. As a result of this we are intending to offer extended surgeries one evening a week and also to hold a two hour surgery on Saturday mornings.

Patient satisfaction has increased around access to a doctor of their choice. We are pleased to see that almost 44% of patients see a doctor of their choice on the same day, as compared with 38% last year. We feel this is probably due to more stability within the team, now that Dr Davoren has been with us for a couple of years and Dr Huddy for a year. We have increased the number of sessions Dr Murdoch works from four to five a week, which patients have been very pleased about.

With regard to telephone access to the surgery we were pleased to see an improvement. Almost 34% of patients, compared with 28% last year, rated ‘fair’ telephone access. This is an area we constantly work on and over the years have implemented many improvements, including a new telephone system, increased staffing at peak times and purchase of patient check in software for the reception area. Last year we employed extra staff hours in order to load temporary patient details directly onto the computer system, and to assist at reception with bookings during the busy summer months. In January this year we conducted a capacity and demand audit to monitor the calls and requests on the appointments line. The doctors also audited their consultations by recording the number of new problems and review consultations. We are considering whether to implement some longer appointment times to deal with more complex medical needs and we are also considering whether to make a larger percentage of appointments pre-bookable. The current rate is less than 20%. Currently the appointments system is under review due to the implementation of extended hours from 1st April 2008.

The GPs all use the annual questionnaire within their appraisals. We find the section where patients write comments to be quite revealing, and also very touching to see the warmth and gratitude from many people. This is a useful tool for feeding back information to the entire team, from receptionists through to doctors and nurses. It ensures we constantly pay attention to systems, behaviour and attitudes.

This report will be shared with the entire team and will also be displayed in the waiting area for patients to read and comment on.

Remember that when considering these results, the framing of the questions often dictates the answers that you get. So with that health warning in mind, here they are:

ANALYSIS OF PATIENT QUESTIONNAIRE COMPLETED MARCH 2008

All Doctors (QOF PE3 and PE4)
Combined percentages for clinical team, as shown below:

How do you rate the way you are treated by receptionists at your practice?
0% Very Poor 0% Poor 5.59% Fair 20.97% Good 37.76% Very good 35.66% Excellent

How do you rate the hours that your practice is open for appointments? 
0% Very poor 2.15% Poor 17.98% Fair 34.53% Good 33.81% Very good 12.23% Excellent

What additional hours would you like the practice to be open? 
2.09% Early morning 7.69% Lunchtimes 16.78% Evenings 37.06% Weekends 36.36% None, I am satisfied.

Thinking of times when you want to see a particular doctor, how quickly do you usually get to see that doctor? 
43.57% Same day 14.28% Next working day 1.5% Within 2 working days 7.85% Within 3 working days 2.85%Within 4 working days 5% 5 or more working days 12.14% Does not apply

How do you rate this? 
2.20% Very poor 5.14% Poor 16.91% Fair 24.26% Good 19.85% Very good 22.05% Excellent 9.55% Does not apply

Thinking of times when you are willing to see any doctor, how quickly do you usually get seen?
77.03% Same day 10.37% Next working day 2.22% Within 2 working days 0.74% Within 3 working days 1.48 Within 4 working days 0% 5 or more working days 8.14% Does not apply .

How do you rate this?
0.77% Very poor 0% Poor 6.20% Fair 22.48% Good 34.10% Very good 28.68% Excellent 8.52% Does not apply

If you need to see a GP urgently, can you normally get seen on the same day?
73.28% Yes 3.81% No 22.90% Don’t know/never needed to

How long do you usually have to wait at the practice for your consultation to begin?
2.94% 5 minutes or less 40.44% 6-10 minutes 46.32% 11-20 minutes 8.08 21-30 minutes 2.20% More than 30 minutes

How do you rate this?
0% Very poor 7.46% Poor 2.98% Fair 35.82% Good 20.14% Very good 5.22% Excellent

Thinking of times you have phoned the practice, how do you rate the following:

Ability to get through on the phone?
6.42% Very poor 17.14% Poor 33.57% Fair 20% Good 14.28% Very good 3.57% Excellent 5% Don’t know/never tried

Ability to speak to a doctor on the phone when you have a question or need medical advice?
0.75%Very poor 2.27% Poor 13.63% Fair 18.93% Good 12.87% Very good 9.09% Excellent 42.42% Don’t know/never tried

This question is about your usual doctor. If you don’t have a usual doctor, answer about the one doctor at your practice who you know best. If you don’t know any of the doctors go straight to next question.

In general how often do you see your usual doctor?
14.70% Always 40.44% Almost always 18.38% A lot of the time 22.05% Some of the time 2.94% Almost never 0% Never 

How do you rate this?
0% Very poor 5.10% Poor 13.74% Fair 29.77% Good 32.06% Very good 17.55% Excellent

Thinking about your consultation with the doctor today, how do you rate the following:

How thoroughly the doctor asked about your symptoms and how you are feeling?
0% Very poor 0% Poor 5.18% Fair 23.70% Good 30.37%Very good 40.74% Excellent 0% Does not apply

How well the doctor listened to what you had to say?
0% Very poor 0% Poor 4.37% Fair 18.97% Good 32.11% Very good 44.52% Excellent 0% Does not apply

How well the doctor put you at ease during your physical examination?
0% Very poor 0% Poor 3.81% Fair 12.97% Good 31.29% Very good 47.32% Excellent 4.58% Does not apply

How much the doctor involved you in decisions about your care?
0% Very poor 0% Poor 4.44% Fair 20% Good 34.07% Very good 39.25% Excellent 2.22% Does not apply

How well the doctor explained your problems or any treatment that you need?
0% Very poor 0.74% Poor 2.96% Fair 22.22% Good 29.62% Very good 44.44% Excellent 0% Does not apply

The amount of time your doctor spent with you today?
0% Very poor 0% Poor 8.33% Fair 21.21% Good 31.06% Very good 39.39% Excellent 0% Does not apply

The doctors patience with your questions or worries?
0% Very poor 0.77Poor 3.87% Fair 15.50% Good 31.78% Very good 45.73Excellent 2.32% Does not apply