Don’t use a computer Don’t want to Unaware of it Don’t have log in details yet Unsuitable 4% 52% 40% 0% 4% (27 patients answered) Negative or neutral comments using the online booking service: “I don't know how to do online booking, or I would have tried.” No positive comments were made about using the online booking service. We asked: ‘Did you get a reminder for your appointment today?’ 14% said Yes 43% said No 43% were Not Applicable (28 patients answered) We asked: ‘Do you find it difficult to get urgent appointments on the same day? 63% said Yes 37% said No 0% were Not Applicable (30 patients answered) Negative or neutral comments about booking urgent appointments. Phone lines and availability of appointments: “It is hard to get through to book appointments. I have to ring at 8am and then again at 2pm.” “Sometimes I and other times I come to reception if I can’t get through.” “It too long on the phone and there needs to be more availability.” “Sometimes there are no appointments at 8am or 2pm.” “It is a big problem. I have attended urgent care in the past due to not being able to get an appointment on the day.” “The telephone is always engaged.” “Sometimes I have to come in to the surgery because the phone is engaged.” “It can be difficult but it depends when you get through on the phone.” “There's no slots available once you manage to get through.” “I phone but they are engaged. I rang from 8am but when I got through all the appointments had gone.” “The phone is constantly engaged and phoning at 8am and then again at 2pm is frustrating.” “Patients have to ring at 8am and then again at 2pm. It is very difficult and often nothing is available.”
to come with me or ring up. 4. ‘it sometimes takes 30 minutes waiting for the appointment in the waiting room’ The Practice clearly advertises 1 problem per appointment, unfortunately this is not always the case hence the reason clinicians run late. The clinicians are also interrupted via nurses who are caring for palliative care patients and need urgent advise, ambulance crew, coroners, nurses needing advice, behind closed doors there is a lot more going on. 5. ‘it doesn’t help that I work’ ‘it is fine, but I work 6pm so later nights may be beneficial’ The surgery holds an extended hours clinic every Wednesday to accommodate our working patients. This clinic is held from 6.30pm – 9.00pm. Additional questions: Is the report factually accurate? If not, please state what needs to be changed and why Page 3 – Patient Involvement There is a PPG Group formed who meet at least twice a year. We are happy for more patients to join at any time. Have you learnt anything new the experiences of your patients as a result of this exercise? The exercise has highlighted that access on the same day is an issue. We try to rectify this by taking patient details and asking a clinician if the patient can be fitted in on the same day. Despite this looking at the feedback patients are still unhappy. We have now employed a new GP to help with access and have blocked more appointments of for ‘on the day’ booking. We are in the process of recruiting a new receptionist this will give the surgery the capacity to open another phone line. What was your impression of Healthwatch Lancashire during this exercise? Do you think they could have done anything better? Healthwatch Lancashire have been very supportive and conducted themselves professionally during the time they have at the surgery. It would be something to consider if we could meet and discuss the findings and give our feedback whilst in discussion with Healthwatch Lancashire, as the majority of the time written communication does not explain the situation as well as discussion. We feel it would be useful if the action statement would have been done with Healthwatch Lancashire present.