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Patient Survey and Action Plan

During Autumn 2011 and in February/March 2012 you have been contributing your ideas and completing our online survey. These have formulated our PPG action plan for 2012/13.

See survey results »

We wanted to take this opportunity to thank everyone who has emailed in, completed a survey or followed our twitter feeds for your support. We continue to welcome you comments and suggestions.

Many thanks, Torkard Hill Medical Centre

Action Plan 2012/13

Damaged Seating

A member of staff has identified the damaged seats. Unfortunately the damage was not repairable on this occasion and new seats need to be ordered. We have ordered replacement seats and plan to install them during April 2012.

Telephone Appointments with GPs

During March and April 2012 some GPs and staff will undertake training on operating a telephone appointment system.

We will undertake some test days during March and April 2012 to ensure the system is robust enough to cope with the high demand of telephone calls received at certain times during the week.

We plan to roll out telephone appointments with at least one doctor every day during May 2012. We will seek patient feedback on this after May 2012.

Online booking of nurse appointments

To date this has proved difficult since nurse appointment times are of different lengths depending on the medical condition(s) being consulted on ranging from 10 minutes to 45 minutes.

We plan to review the nurse appointments to see if there are some standard appointments which we can enable patients to book online. Overtime we hope that the range of conditions you can book appointments for will be increased.

We plan to have some nurse appointments for online booking from September 2012.

About the PPG

Torkard Hill Medical Centre is forming a Patient Participation Group. We are encouraging patients to give their views about the practice. We would like to be able to find out the opinions of as many patients as possible and are asking if patients would like to join the group.

We realise that people are busy and may not have time to come to the surgery for meetings. Therefore we would like to create a ‘virtual’ group. This would allow patients to exchange views, participate in practice surveys and with whom we can consult from time to time by email.

If you would like to become a member of the group, or for further information, please email to admin@torkardhill.co.uk

Common Patient Questions and Answers

Q. Why are you asking people for their contact details?
A. We would like to be able to contact people occasionally to ask them questions about the surgery and how well we are doing to identify areas for improvement?

Q. Will my doctor see this information?
A. This information is purely to contact patients to ask them questions about the surgery, how well we are doing and ensure changes that are being made are patient focussed. If your doctor is responsible for making some of the changes in the surgery they might see general feedback from patients.

Q. Will the questions you ask me be medical or personal?
A. We will only ask general questions about the practice, such as short questionnaires.

Q. Who else will be able to access my contact details?
A. Your contact details will be kept safely and securely and will only be used for this purpose and will not be shared with anyone else.

Q. How often will you contact me?
A. Not very often, approximately every 2 months.

Q. What is a patient group/patient participation group?
A. This is a group of volunteer patients who are involved in making sure the surgery provides the services its patients need.

Q. Do I have to leave my contact details?
A. No, but if you change your mind, please let us know.

Q. What if I no longer wish to be on the contact list or I leave the surgery?
A. We will ask you to let us know by email if you do not wish to receive further messages

Please note only registered patients of the practice can be members of the patient participation group. Emails will only be sent to registered patients who have agreed to participate in the group.