Improving medical services
Changes at the Practice
In this article I will continue to look at some points raised about our practice in the most recently published national GP patient survey.
Only 60% of respondents said that they were satisfied with the appointment times available, lower than both the local and national average, but most respondents were not fully aware of the availability of early morning, evening and weekend appointments.
We offer a range of GP, nurse, healthcare assistant and blood test appointments outside of the practice’s main opening hours. From October we will be opening every Wednesday, Thursday and Friday evening between 6.30 and 8pm and most Saturdays for pre-booked routine GP appointments. In addition we will continue to provide early morning nurse, HCA and blood test appointments and evening nurse and pharmacist appointments. You can book these in the usual ways.
71% of respondents from our practice responded that they find it easy to get through on the phone. This is higher than the national average but below the local average.
We have made changes such as adding an automated appointment management phone system, which we detailed in the September/October issue of Oke Links, also increasing the number of staff taking appointment calls at peak times.
We have receptionists, Dr secretaries and a new role which combines the two, called Patient Services Advisors. These staff now work together in a ‘telephone hub’ upstairs in the practice, where we can ensure high levels of confidentiality and shared learning amongst the team. A new GP Assistant role is emerging and we have six members of staff who will be training in this role to better support the GPs with on the day care, as well as providing continuity for those who need it and additional support to carers and relatives where needed.
However you can help us to help you by using other ways to contact the practice:
eConsult - access via our website www.okehamptonmedicalcentre.co.uk
Our eConsult service is an online tool that allows you to request advice and treatment from our practice as well as getting self-help advice for hundreds of common conditions for you or your child. You can also complete administrative tasks such as request a sick/fit note.
You will get a response by the end of the next working day.
Patient Access
We have made changes to our online appointment management system. We have added blood test appointments and you are now able to book with any GP who has availability. You can also request repeat medications, view your medical records or send secure messages to your GP. To register for this service, please come to reception with two forms of ID, one of which must be photographic, to complete the registration forms.
Please help us to reduce telephone congestion and improve the speed with which we can deal with your concerns by using e-consults, Patient Access or managing your appointments using the Patient Partner automated telephone system (option 0 on the main surgery number 01837 52233).
We also ask you to consider ways in which you can help support yourselves through self-care and self-management – there are several trustworthy websites and apps that can support you such as our website and the NHS website.
Patient Participation Group (PPG)
You can help us to improve the services we provide by joining our PPG – you can become a virtual member or attend meetings and participate in working groups and use your skills for the benefit of your community. Contact the chair James Bradley by email at okehamptonppg@nhs.net or leave your contact details at reception for further information.
Kiran Bakhshi
Practice manager