General Practice Data for Planning and Research: NHS Digital Transparency Notice
GP Patient Survey 2021 response
145 of 332 surveys were returned; this equates to 1.5% of the total practice population. The survey was conducted in January to March 2021 prior to the implementation of our new practice website.
69% of patients said their experience was good
We scored above the national average in aspects of having confidence and trust in the healthcare professional, the professional was good at listening to the patient, was understanding of mental health issues and meeting patients’ needs
45% of patients described their experience of making an appointment as good. Our practice website was upgraded in March 2021 and gives details and allows patients to use AskFIRST (a CCG commissioned online service to triage symptoms and sign-post patient or book an appointment into our surgery). It also allows patients to email the surgery directly for administrative enquiries eg. COVID vaccination question, sick notes. We receive 20-25 emails per day and this reduces some pressure from the telephone lines.
We also have patients directly booked via 111 direct access and these are additional appointments to increase capacity
45% of respondents found it easy to get through to the practice on the telephone. We have been considering updating our phone system for some time and have been in contact with Buckinghamshire Clinical Commissioning Group. There are developing a plan to update all GP surgery phone systems through the Integrated Care System and we were informed this was imminent and so held off. We have found that practices that scored lower overall were those where patients found it more difficult to contact us via telephone.
We are in the process of upgrading the phone system to improve patient satisfaction and practice efficiency.
45% of respondents were satisfied with GP appointment times available
We offer appointments throughout the working week and in addition offer evening, early morning (before 8am), Saturday and Sunday appointments in collaboration with our Primary Care Network. We are currently seeing patients face to face, as well as using telephone and video appointments. Most nurse and minor illness clinics are also face to face. We are running all the clinics that we did prior to the COVID pandemic.
Ask NHS is now being renamed AskFirst.
Listening to user feedback about the confusion between the NHS App and Ask NHS App, Sensely is renaming and rebranding their product to ‘AskFirst’ which will reduce some of the misunderstanding with the NHS App and Covid 19 App. Sensely wants patients to ask first using their app before telephoning their GP practice to ensure that patients receive the right care at the right time and reduce pressure on the GP practice telephone lines.
While the name of the service is changing, the functionality will remain unchanged helping GP practices manage demand through automated signposting to the right service such as Pharmacy, IAPT, Physio, Flu clinics and Self-care as well as providing direct access to accredited clinical resources such as self-care library and Directory of Services.
COVID Vaccination status
Regarding certificates or evidence about your COVID vaccination status.
We are unable to issue this certificate at the practice.
Please see https://www.gov.uk/guidance/demonstrating-your-covid-19-vaccination-status-when-travelling-abroad for further information.
Proof of your vaccination status will be available in the NHS app from 17th May 2021, and in some of the other apps that provide you with Patient online services.
The NHSapp can be downloaded from https://apps.apple.com/gb/app/nhs-app/id1388411277 for iPhone or https://play.google.com/store/apps/details?id=com.nhs.online.nhsonline for android.
If you have not used it before, there is a self-registration process within the app to create an "NHS login" as per https://www.nhs.uk/nhs-services/online-services/nhs-log-in/
If you already have access/ login details for patient online services, for example "Patient Access", you may use this.
Alternatively, you can call the NHS helpline on 119 (from 17 May) and ask for a letter to be posted to you. This must be at least 5 days after you’ve completed your course of the vaccine, and the letter may to take another 5 days to reach you, or more if postal services are affected. Please take account of this when making your plans.
You may have seen on the news that from Monday 17 May, doors at GP practices are 're-opening'. As you will know, our GP practice has been open throughout the pandemic, offering patients telephone and online appointments, with face to face consultations available for those who need them. This was in-line with national requirements to keep patients safe, whilst COVID infection rates were high and before the vaccination was widespread.
GP practices are now being encouraged to offer patients a choice of whether they would like a remote or face to face consultation. However, before we have more people coming into the surgery to see us in person, we need a bit more time to put in place measures to keep everyone safe. As we wait for further national guidance, and in light of new variants, we ask that patients continue to contact us by phone or online as you have been doing. We are facing unprecedented demands for our services and will need to continue to adjust how we use our clinicians' time to best support our patients - particularly those who need us the most.
We will keep you updated as soon as we are clear about how we can re-open our reception areas safely. Thank you for your support.