Surgeries’ efforts continue after praise in patient survey

DOCTORS’ surgeries in Melksham have said they are committed to improving their services despite a national GP shortage, following the results of a recent patient satisfaction survey.

It was good news for Spa Medical Centre, Giffords and St Damian’s Surgery in the recent GP Patient Survey as all three received scores above the national and Wiltshire averages in four or more areas.

Surgeries were ranked by the NHS in order of the proportion of responding patients who rated their overall experience of the surgery as ‘good’. Out of 56 providers in Wiltshire – with an average score of 88% – Bradford on Avon and Melksham Health, which runs St Damian’s Surgery, was ranked 27th (91%), Spa Medical Centre 36th (88%) and Giffords 49th (82%).

Despite Giffords Surgery being towards the bottom of the ranking, it scored on par with, or above, the national and Wiltshire averages in all categories concerning the care received from GPs, and most questions about nurses.

Giffords’ patients, of whom 120 completed the survey, were most pleased with the doctors and nurses at their surgery, but were least impressed by the ability to contact the surgery by phone and to see their preferred GP. The surgery scored above both the national and Wiltshire average on six out of 23 questions.

Deputy practice manager Jenni Palmer said, “Giffords Partnership values patient feedback, and is addressing the recent survey results. We were aware last autumn, that telephone access was an issue for patients, during a period of unexpected staff and doctor illness and absence.

“We appointed an additional receptionist in November, and we have recently appointed two doctors and a deputy practice manager in our endeavour to continue to improve the service to patients.

“We are pleased to see that more than 94% of respondents have trust and confidence in our GPs and nurses. Since the survey was conducted our figures show that on average we are answering patient phone calls 21 seconds faster. We continue to strive to improve telephone and appointment access by encouraging patients to book appointments online via our website.

“We would like to take this opportunity to encourage our patients to join the Patient Participant Group to help improve services and to voice patient views.” If you would like more information on joining our PPG please email jennipalmer@nhs.net.

116 patients responded to the survey at Spa Medical Centre, and were most generous when rating the ability to make an appointment, and the care they received from nurses. The surgery scored above both the national and Wiltshire averages in six out of 23 questions.

Patients were least impressed with their experience of phoning and contacting reception, and with being able to see their preferred GP.

Practice manager Gaynor Cole said, “We were encouraged by the latest results and find the survey very helpful in responding to areas of practice that need working on; there is always room for improvement.

“I think the figures are a little out of date now as we’ve had more recent feedback on our Friends and Family Test, which has been more favourable – in that 91% of our patients said they would recommend us to family and friends.”

Bradford on Avon and Melksham Health, which runs St Damian’s Surgery near the hospital, had 125 patients respond to its survey. The surgery scored above the national and Wiltshire average on 15 out of 23 questions.

Its patients were most pleased with the receptionists, the ability to see their preferred GP and the amount of time they spent with their GP.

They were least happy with waiting times, their GPs involving them with decisions, and with nurses’ explanations of treatments.

Practice manager Angie Benford said, “We are very pleased to have achieved these results despite the current pressures in general practice.  Over 90% of our patients seem to be happy with the service we are providing, with good feedback for the doctors, nurses and reception staff.

“We are always seeking to improve but, with the considerable problems in the NHS at the moment, we would be happy to maintain the 90% satisfaction that has just been reported.

“For us, the results may improve if we eventually get the new/improved premises that we so desperately need in both Bradford on Avon and Melksham, but in the meantime, we will do our best to keep services running within the dwindling financial envelope in primary care.”

The full results of the GP Patient Survey can be read online at www.gp-patient.co.uk