STONEHILL MEDICAL CENTRE
PATIENT PARTICIPATION GROUP REPORT AND ACTION PLAN 2014/2015
The Patient Representative Group has 8 members. Communication takes place face to face and via e mail. The group is open to new members, application form available via reception.
Three priority areas have been addressed:
- Telephone system
An appointment survey carried out in 2014 revealed that patients were generally dissatisfied with the way the appointment system ran. Demand for appointments to see GPs and Nurse Practitioners is rising. In an attempt to provide fair access for all we have tried several methods including telephone triage in an attempt to prioritise the urgent / routine and non-urgent appointments. Some patients were able to be dealt with over the telephone although this did result in an unmanageable amount of phone calls for the GPs and total telephone triage was disbanded. All children were seen on the same day.
Variation of access: The current method is to have a selection of appointments that release each day available to book 48 hours, 24 hours and on the day. There are also on line slots for patients to book electronically with early morning and evening appointments to give flexibility to all our patients.“Book on the day” weeks are scheduled to stem any backlog and an additional GP has been appointed.
There are a significant number of patients who fail to run up for their appointment. In one week alone 48 people booked appointments and did not turn up this is almost one and a half days of surgery time.
We continue to keep an eye on the appointment system and make changes when required.
Patients become very frustrated when prescriptions are not available at the time of collection. To address this priority we now have the facility of Electronic Transfer of Prescriptions which is very much patient choice of pharmacy and the in addition to the options of picking up the prescription from the surgery, postal service, and pharmacy collection service. This is particularly convenient for patients who work in a different from where they live. This method is not suitable for all medication, some medications need careful monitory such as Warfarin, antirheumatic drugs.
We have listened to patients concerns about difficulties they experienced regarding getting through to the surgery on the phone. As a result of this we have had a new telephone system installed which enables us to manage call flow. The system will be further enhanced in May 2015 with the provision of more lines.
The new system has resulted in more efficient call handling and patients are able to be put through to the relevant departments without the need to join the main reception queue first.
The next meeting of the PPG is scheduled for Thursday 16th April 2015 at 5 30pm at Stonehill Medical Centre.
Patients who are interested in joining a group please ask at reception for further details. We will be aiming to meet every three months.
Flu vaccinations for patients at risk:
- Over 65 years of age
- Child aged 2, 3 or 4 years on 01/09/2014 (Born between 02/09/2009 – 01/09/2012)
- Asthma and/or COPD
- Pregnant (at any stage of pregnancy)
- Heart or liver or kidneys disease
- Previous stroke
- On steroid or cancer treatment
- A carer or health worker
Please refer to the NHS Choices website for more information:
Welcome to Stonehill Medical Centre
With patients needs at the heart of everything we do, our website has been designed to make it easy for you to gain instant access to the information you need. As well as specific practice details such as opening hours and how to register, you’ll find a wealth of useful pages covering a wide range of health issues along with links to other relevant medical organisations.
Statement of Purpose
Our Aims and Objectives:
Provide a high standard of medical care
Be committed to our patients needs and accommodate these where possible
Treat all patients and staff with dignity, respect and honesty
Listen to all patients and staff
Communicate effectively with all patients and staff
Act with integrity and complete confidentiality
Be courteous, approachable, friendly and professional
Through robust monitoring and auditing, continue to improve our healthcare services
Maintain high quality of care through continuous learning and training
Guide and support our employees in accordance with equality and diversity
Ensure effective and robust information governance systems are in place
Improve as a patient centred service through continuous learning and training
Maintain our motivated and skilled Practice team
Ensure our facilities and equipment are clean and safe.
We at Stonehill Medical Centre and Highfield Surgery use a team approach to deliver exceptional healthcare services in a professional and efficient way. We will ensure our staff are trained to the highest possible standard and are committed to the training of healthcare professionals. Having respect for you, your family and carers at all times, we aim to listen and respond to your needs and the needs of the local community. We will continue to promote and improve the health and wellbeing of the Practice population.
By having robust systems in place, we are committed to ensuring that there is a managed healthcare environment which minimises the risk of infection to patients, staff, visitors and carers.
Get Well, Keep Well
Of course we’re not just here for when you are unwell. Our team of healthcare professionals and back-up staff offer a number of clinics and services to promote good health and wellbeing whatever your medical condition.
We hope you enjoy having a look around the site and familiarising yourself with some of the online features such as ordering a repeat prescription. Whatever your thoughts, be sure to let us know via our feedback function. Comments and suggestions are always a great way of helping us continue to enhance the way we look after you.
Highfield Branch surgery is available to patients who live in the Highfield area (priority will be given to the elderly and patients with small children and no transport). The doctors run a booked surgery most mornings and most afternoons and our nurses also run clinics at the surgery. However, all emergencies are seen at Stonehill and other services are also only available from the main surgery. All administration is done through Stonehill Medical Centre.
Facilities & Access
Stonehill has its own car parking facilities with 2 disabled spaces. Blue badges must be displayed if parking in the disabled spaces. Parking is available at the front of Highfield surgery on Highfield Road. Both surgeries are at ground level and have wheelchair access. If you require any assistance please ask our staff who will be happy to help.
We have a portable loop system at Stonehill and baby changing facilities are also available.
(Site updated 01/04/2015)