Patient feedback

 PATIENT FEEDBACK

We aim to deliver a consistently high standard of service and patient care. We genuinely value all patient feedback

COMMENTS, COMPLIMENTS, SUGGESTIONS AND IDEAS are always welcome.  Patients can provide feedback in the following ways:

• Fill in a comment card (available in reception) Completed cards then need to simply be placed in the box provided just inside the main entrance doors
• Submit your feedback online by visiting our website at merridalemedicalcentre.co.uk and clicking on ’feedback form’ on the home page please note this is only feedback and will not be dealt with as a complaint.
• All such comments will then be reviewed by the Assistant Practice Manager & Practice Manager and discussed at Practice Meetings. Please ensure that your contact details are included so an acknowledgment can be sent.
• Or contact a member of the Patient Participation Group (see display board in reception)

We genuinely welcome patient feedback .Patients are therefore actively encouraged to participate in our patient surveys or to complete a comments card in reception or our online feedback form.Our Patient Participation Group also has an active role in helping us to shape and improve our patient services by contributing ideas and suggestions on behalf of patients.

We make every effort to give the best possible service to everyone who attends the Practice. Our complaints page includes information about our complaints procedures and the steps to take if a person ever feels that they have cause to complain about any aspect of our service. We take complaints seriously and always aim to resolve any such matters as quickly as possible 

You said ....we did

As a direct result of patient feedback we have made a few changes some of which are summarised below :

1. Patients wanted to be able to pre-book an appointment so we now offer the option for appointments to be pre-booked with each GP and /or our Nurse Practitioner up to 2 working days in advance

2. Patients wanted to be informed if a clinic is running late when they use our self check in screens so that screen has been updated and now displays the estimated waiting time at the point when the patient checks in.

3. Some patients had commented that they didnt like the radio channel or the volume of the music so, after discussion with our PPG members the channel has been changed to Smooth 106.6 and the volume has been reduced slightly. We have since had positive feedback about those changes from a few patients who have completed comment cards

4. Some patients wanted the option to be able to book certain appointments online so as of April we now offer this option (once patients have produced photographic proof of their identity and obtained their unique User ID and password from main reception)

5. Patients who are at work during the week have asked for more options for pre-booking non urgent appointments so they can fit these around their genuine work commitments. As of June, we have extended our appointment options to accomodate this need. Details can be found on the following link Prebookable appointments for patients who work

6. Patients with online access have asked us to extend the options for booking GP appointments. Whilst there is the need to continue to restrict these appointment types to some degree (so as to avoid giving those with internet access an unfair advantage), we have now included a few of our Saturday morning GP prebookable appointments within the range which can be booked online.

Improving Practice Questionnaire

The results of our Local Practice surveys can be viewed by clicking on the documents below

2013/14 Patient experience IPQ-summary of results

2013/14 Patient experience IPQ-report 

2014-15 Patient experience IPQ-summary of results

2014-15 Patient experience IPQ -report 

2015-16 Patient experience IPQ -report

2015-16 Patient experience -summary of results

2016-17 Patient experience IPQ - report

2016-17 Patient experience - summary of results

2017-18 Patient experience IPQ - report

2017-18 Patient experience - summary of results

2018-2019 Patient experience IPQ - report

Responses to our Friends and Family test (FFT)

A summary of the responses to the FFT question ' How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? '.......are shown below :