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 Glebe House Surgery

At Glebe House Surgery we take patient comments and suggestions very seriously as they often help us to improve the service that we provide. Examples of changes that have been made as a result of feedback from patients is included below.

 

Glebe House Surgery

 

Patient Suggestions

 

You said ………….we did …………..

 

 

Suggestion

Date

Source

Action taken

Completed

Better communication with patients by use of a practice website

 

June 2011

Patient Survey

Website created

July 2011

More doctor appointments

June 2011

Patient Survey

Additional ½ time partner appointed

November 2011

Formation of a Patient Group, to be in place by the end of 2011 with a view to improving patient communication and involving patients in decisions that affect the services offered by the surgery.

June 2011

Patient Survey

Patient Group formed

26th September 2011

Clean carpets in Waiting Room

June 2011

Patient Survey

6 monthly carpet cleaning rota instigated and chair reupholster started

Ongoing

Patient confidentiality, 25% of patients were unhappy that other patients could overhear their conversations with receptionists. Install sign at reception asking patients to respect other patient’s privacy and to wait behind a fixed point.  Play background music.

 

July 2012

Patient Survey

Sign installed, music licence obtained and music system installed.

Autumn 2012

Patient Car Parking: Consideration should be given to the following:

  • A sign requesting parents not to use the patient car parking for dropping-off or collecting children from school
  • A letter from the Chair to the school requesting that they inform parents that the surgery car park is for patients and staff at the surgery
  • Increasing staff car parking by either laying protection mesh on the area adjacent to the ambulance bay or concreting this area thus freeing up further spaces for patients in the car park.

 

Spring 2012

Patient Group

Signs erected in car park. Letter written to school.

 

 Additional staff car parking spaces made available.

Summer 2012

 

 

Spring 2013

A comment about the tree on Firby Road blocking vision when exiting the surgery had highlighted a possible Health & Safety issue.

Spring 2012

Patient Group

Letter sent, but no action taken by Highways as they feel that this would not be appropriate.

Ongoing

Promote online booking of appointments and prescriptions in order to free up telephone lines.

Spring 2012

Patient Group

Patient Group produced a patient leaflet to promote these issues and others.

Autumn 2012, updated and reprinted Spring 2014

Waiting Room smells musty

January 2013

Patient

Air fresheners placed in waiting room

January 2013

Why do we not have a bicycle rack?

26/2/13

Patient

Bicycle rack ordered and installed.

March 2013

Consider installing automated front door

1/3/13

Patient

Referred to Patient Group as I know that they are looking into this.

April 2013

Pt made us aware that prescription box has sharp upper edge and can hurt a patient who gets fingers stuck in it.

25/3/13

Patient

Looked at px box but couldn’t find any sharp edges. Sanded top edge of opening.

March 2013

Pt suggesting that the booking in screen was over familiar when welcoming patients using first name only.

23/4/13

Patient

Booking in settings altered so now welcomes patients by title and last name

May 2013

Pt asking for tree on Firby Road to be removed.

5/7/13

Patient

Highways have reviewed the tree and have taken the decision to leave it as it is flourishing and they do not see the danger it threatens to be significant.

August 2013

Pt asking for front door to be opened earlier so that patients with early appointments can be processed in time.

23/8/13

Patient

From September 2013 doors were opened at 8am even though appointments will not start until 8.10 at earliest therefore everyone should be arrived in time.

September 2013

Pt asking for automatic front door.

23/8/13

Patient

PG is aware that patients can find the front door heavy and are monitoring the situation as part of their action plan and patient survey.

Ongoing

Thank you from new patients who commented that the staff and GPs are “amazing”.

30/8/13

Patient

Communicated to staff.

August 2013

Pt suggesting that we have a room for patients to weigh themselves and take their own BP.

27/2/14

Patient

Emailed reply explaining that we do not have a room but will consider this if/when the premises are expanded.

Ongoing review

It was recommended that consideration be given to the purchase of a small pump to pump away standing water when the drains overflow.

Winter 2014

Patient Group

PM had meeting at Winstanley’s Leyburn to discuss the best pump for the job but advice given was that there was not a suitable pump available due to the large filter that is required at the end of the pick-up hose.

 

Remove traffic island

Autumn 2013

Patient Survey

The roundabout serves a purpose in slowing down traffic in front of the main entrance. In order to increase visibility the lower branches of the tree were removed in Autumn 2013.

Autumn 2013

The surgery should publish positive comments instead of the number of missed appointments on the Jayex board in the waiting room.

23/10/14

Patient

Message  regarding DNA’s removed from Jayex screen

November 2014

 

 

 

 

 


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