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Noticeboard

Named GP

Every patient has a named GP responsible for overseeing their care.  If you are unsure who your named GP is please ask.

Family & Friends Test (FFT) 

PLEASE COMPLETE OUR PATIENT SURVEY using the link below.

Changes to our On-line Services

PLEASE CHECK OUR 'ON-LINE MEDICAL RECORDS' SECTION FOR DETAILS.

Out of Hours

To contact a doctor when the surgery is closed at weekends and between the hours of 6.30 pm and 8.00 am Monday to Friday, please telephone NHS 111 (dial 111 from your phone for free) and your call will automatically be forwarded to the Somerset Out of Hours Medical Service

Telephone Advice

If you need to speak to a doctor or nurse on the telephone, please telephone (Williton 632701) and speak to the receptionist about your needs. We do not interrupt GP consultations except in an emergency.

Family & Friends Results

Thank you to all our patients who took the time to complete our Family & Friends Test feedback forms. Your comments are important to us. The following tables show a breakdown of the responses we have received over a three month period.

 

QUESTION 1 -

We would like you to think about your recent experiences of our service. How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?

Responses Received from Patients

Dec 2014

Jan-Dec 2015

Jan-  Dec 2016

     

Jan-  Dec 2017

Jan-  Dec 2018

Number of Promoters (Extremely likely)

1324

370

 48

46

25

Number of Passives (Likely)

911

112

24

5

11

Number of Detractors (Neither likely nor unlikely, Unlikely, Extremely unlikely)

196

13

12

6

0

Number of Don't Knows

58

0

 0

0

0

No Response

0

0

0

1

0

Total responses received

2431

495

 84

58

36

% of Detractors

8

3

 14

11

0

% of Promoters

54

75

57

81

69

FAMILY & FRIENDS NET PROMOTER SCORE

46

72

43

70

69

NET PROMOTOR SCORE - This figure is based on based on the NHS Net Promoter range of between -100 and +100 and used throughout the NHS to 'score' an organisations performance in the Family & Friends Test.  All organisations within the NHS use the Net Promotor Score enabling patients to compare different organisations to one another. 

 

QUESTION 2 -

What is your main reason for choosing that option?

Reasons given by patients for response to Question 1                   

Dec   2014

Jan-  Dec   2015

  Jan-     Dec     2016

      

Jan- Dec 2017

Jan-   Dec   2018

Level of confidence in the clinician

1125

253

 39

21

25

Support given by surgery staff

515

130

20

12

6

Quality of information available

126

11

6

1

0

Ease of accessing the service

223

59

11

7

0

Surgery facilities and premises

258

30

4

3

2

Other

155

12

 4

9

3

No Response

0

0

0

5

0

Total responses received from patients

2402

495

84

58

36

 

ANALYSIS OF 'DETRACTOR' RESPONSES RECEIVED JAN - DEC 2017

The practice team routinely reviews all responses from patients who are not likely or extremely likely to recommend our services to their family and friends.  This ensures that we review any areas of concern and recognise any trends in negative feedback results which helps our team identify areas for potential improvement in our service delivery.

Negative responses from Question 2 as percentage of each category

% of total for category 

  Number  


         

Level of confidence in the clinician

9.5%

2

Support given by surgery staff

 0%

0

Quality of information available

0%

0

Ease of accessing the service

 14.3%

1

Surgery facilities and premises

 33.3%

1

Other

22.2%

2

Total responses received from detractors

 

6

 

AGREED ACTIONS IN RESPONSE TO NEGATIVE FAMILY & FRIENDS FEEDBACK 2017

You said, we listened, we did ......

Overall there are no obvious areas for concern.  Responses from defractors remained a relatively low percentage of the total opinions expressed, at 10% of the overall feedback received this year.

Although small numbers, one of the most significant area of concern for patients was 'surgery facilities and premises'.  In year, work has commenced on a refurbishment project of the practice's nurse treatment rooms in order to improve the standard of facilities offered within the practice.

A working group was established to commence a review into our service provision for patients with long term conditions, to help improve the efficiency of the service that we provide for ongoing routine care and nurse appointment availability. New systems of working were introduced in January 2018 to help improve access to these services.

The NHS continues to be under considerable pressure to meet growing demand for its services and we routinely look for ways to successfully and safely meet this challenge. The small drop in the 'level of confidence in the clinician' is thought to be attributable to growing pressures on the NHS overall.  The shortage of doctors and nurses nationally is of growing concern to the practice team and every effort is being made to recruit permanent clinicians to the local healthcare team.

Reviewed & updated : 6 February 2018



 
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