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Dr Bilas

75 Griffiths Drive

Patient Reference Group Report

Profile of Patient Reference Group:
Female members: 2
Male members: 5
Age Groups:
60 - 64: 3
65 - 69: 2
70 - 74: 1
80 - 84: 1

Steps taken to make the PRG representative:
We advertised by commissioning of a large poster, which was placed on the waiting room door and recruited by personal invitation of patients attending surgery and at home visits
Areas of priority to be included in our local patient survey were sought from our Patient Reference Group at the meeting held on 22.8.13
Views of our registered patients were sought via both a paper survey handed out to both: those attending the practice and to housebound patients during the flu vaccination season
Our PRG were provided with the opportunity to discuss the findings of the local practice survey and the proprosed contents of the action plan and agreement was reached with our PRG on 6th February 2014

The Action Plan:
You said: a Nurse prescriber for contraception
We aim to train our new Practice Nurse to be able to supply contraceptive services, in the very near future

You asked for your weight in imperial measurements and not metric
We will be happy to supply this information in future and apologise for our omission

You said: would like a female GP to cover the partners' annual leave.
The Practice will continue to invite both male and female GPs to cover the partners' annual leave.

You said: that you would like to return to telephone number 01902 731250
We have moved back to this telephone number
Between the hours of 6.30pm and 8am if your medical condition cannot wait, please dial 111

You asked that we look at ease of registering at this practice; 20% of responders
We have increased our Practice Nurse's hours, hence improved access for earlier registration medicals
We respectfully remind patients that we require a copy of your most recent repeat medication list print out, before you can be registered at this practice
You asked that we consider the time you wait to see the doctor; 18% of responders
We have increased the number of reserved 5 minute emergency appointments, on Monday mornings

You asked that we look at, ease of contacting the Out of Hours Service; for urgent medical conditions that cannot wait until the next surgery. This was 17% of responders
We will continue to monitor the situation. One member of our PRG found that at busy times he managed to get through on his second attempt

The outcome is to improve the service offered to our patients

Summary of Local Practice Survey
Patient satisfaction, as a percentage of responders, with respect to:
Practice opening times, 95%
Availability of an emergency appoitment within 48 hours, 98%
The ability to book an appointment in advance 98%
The ease of contacting the practice by phone 96%
The ease of contacting the Out of Hours Service 80%

Points you raised:
We can confirm that a phased cardiovascular disease risk screening for 40 year olds and upwards is currently being rolled out by the practice and locally. We ask for your patience.
We continue to offer ear syringing of wax, but after the wax has been softened, after a few weeks of application of olive oil ear drops, applied twice a day.
Recent, New Cross Hospital, ENT Consultant's advice was to avoid syringing ear wax in the elderly, long standing diabetic in view the small but significant increase in risk of infection. Which I hope clarifies the current situation
Regarding blood tests. This service is supplied to GPs, by specially trained phlebotomists, who visit different Health Centres in Wolverhampton, throughout the week. It is more approriate to utilise the specialised skills of both our Practice Nurse and Health Care Assistant, in meeting the ever increasing health care needs of our patients.

Intended action to be taken:
Train our new Practice Nurse to be able to supply contraceptive services, in the very near future Issue your weight both in imperial measurements and in metric
The Practice will continue to invite both male and female GPs to cover the partners' annual leave. Increase the number of reserved 5 minute emergency appointments, on Monday mornings
Monitor access to Out of Hours Sevices for urgent medical conditions that cannot wait until we re-open
The following action has been taken regarding last year's Action Plan
Half the patients' seating in the waiting room has been raised, next to the front of the building
The Practice continues to provide a same day Minor Injury Service
Phased introducion of low energy LED light has been undertaken
On line booking of appointments is available
The issue regarding more video clips detailing local services and self-management for our waiting room patient call in system, has already been communicated to our Commissioners

Opening hours of practice premises:
9am -12.00 noon and from 4pm -6.45 pm, except on Thursdays, when we are open in the morning only
On a Monday afternoon 1-4pm our attached Psychologist sees patients by prior booked appointment
On a Tuesday afternoon 1.30pm to 3pm our attached Midwife sees patients by prior booked appointment
On a Wednesday afternoon 1.30pm to 3pm we run a Well Baby Clinic with the assistance of our Practice Nurse and GP.
Method of obtaining access throughout core hours is by telephone on 01902 731250, via reception desk or GP appointments only).
We do however require you to put in writing the full details of your problem beforehand, specifiying the urgency, addressed to the appropriate member of staff, if this is at all possible, please.

We would like to thank all of those that were able to attend this Patient Reference Group.