Frequently Asked Questions ... 04 December 2017 _________________________________________________________________________
The following Questions were raised at the last Patients' Open Meeting at the Practice on 04 December 2017 To see the Minutes of the Meeting click here ...
Q Is there an issue with repeat prescriptions? A recent application on-line took a lot longer than usual, the prescription being held up at SHC for over 5 days. A Normally there is a 72 hour turnaround for repeat prescriptions. RF acknowledged that there may have been a glitch in the service and that he would investigate further. RF added that there have been issues with Boots at Sunbury Cross. RF & JS have met with the manager of the store in an attempt to resolve the issues. It is hoped that such issues will be alleviated when the in-house Pharmacist is in place at SHC. Another patient informed the meeting that they had also had issues with this pharmacy and have consequently transferred to Lloyds. RF informed the meeting that the closure of the smaller Boots store at Sunbury Cross raised some logistical issues for Boots. The outcome of the meeting attended by RF & JS had been positive therefore RF will organise a follow-up meeting asap. A patient subsequently reminded the meeting that Boots have a customer survey, which would enable feedback to be provided about the quality of their service.
Q Since the Practice is at ‘breaking point’ why are new patients still being accepted? Should any potential new patients not be asked to register with other Practices? The quality of service is being affected by the increasing size of patients registered at SHCGP. A DG & RF stressed that the Practice is coping well given the constraints in relation to property and room availability. The Practice has sufficient numbers of GPs for the current patient population and is developing further its multi-disciplinary team. Over the last year Nurse Practitioners, Health Care Assistants, additional Phlebotomists and Receptionists have joined SHCGP. DG reminded the meeting that doctors’ surgeries now have to deal with many health matters that were until very recently dealt with by hospitals. NH added that patients were probably unaware of the increasing number of services that have been moved by the NHS to primary health care providers. DG also reminded the meeting of the very positive patient feedback about the quality of service provided at SHCGP received both from text responses and the recent Patient Survey. Capacity planning is an ongoing element of the Practice’s action plan for 2018.
Q Is the number of patients who fail to attend their appointment (DNAs) still going down? A RF confirmed that this is better than it was and is being helped by the use of text reminders. However the most DNAs are for nursing appointments rather than for doctors. An imminent update to the Practice clinical system will enable reports on DNAs to be monitored more easily and this area is another element of the 2018 action plan. DG confirmed that doctors do follow up DNAs if there is a concern that there may be an underlying issue affecting a patient’s ability to attend their appointment. DG alerted patients to the change in availability of appointments between 20 December 2017 and 2 January 2018. In response to a NHS directive all appointments during this period will only be available on the day, therefore not bookable in advance. This is to help relieve the pressure experienced by Accident and Emergency departments at this time of year.