We strive to deliver exceptional and accessible care whilst working as a key part of our local community. To enable us to do this most effectively we utilise many different sources of feedback on our performance. These include the GHCCG and NHS England and the following;
Could We Do Better?
We welcome all comments on how to improve the service that we provide. In all circumstances we find it most productive when people with any concerns raise them directly with us. The laws around confidentiality along with the growing number of places that people now leave feedback has meant we are only able to monitor and reply to comments left on the NHS Choices website. If you feel that you have any ideas or a grievance, please discuss this with your doctor, or ask a receptionist about our complaints procedure. Miss McEnhill, the Practice Manager, administers this. We aim to deal with any grievance sensitively and rapidly to resolve any problems, and to make any appropriate changes to our services that arise.
For any general comments or getting some independent comparison information for the practice, please find us on NHS Choices website.
The government continues to ask us to obtain patient feedback in increasing numbers of formats. The GP Patient Survey is sent out twice a year in the post to a small proportion of our registered patients and helps define our funding. We also regularly ask patients to complete the “Friends and Family Test” and every 5 years each GP has to complete patient satisfaction questionnaires for their own revalidation. All of these are important not only for us to continue improving and delivering high quality services but to feedback positive comments to all of our staff. Thank you for your time in completing any of these honestly and constructively.
The ever-increasing sites to leave both positive and constructive feedback online have meant we can only respond to comments left on the NHSchoices website itself.
Here are the results of the recent Elmwood GP Patient Surveys;
We have a Patient Participation Group within the Practice. A small group of enthusiastic volunteers have helped us to devise a patient survey for the last two years to seek the views of our service users on a number of topics. The Group is also instrumental in suggesting ideas to enhance the experience of patients visiting the Practice.
The main Group currently meets between 4 and 6 times a year. Meeting are held in the evenings at 7:00 pm and generally last for one hour each. If you would like to get involved and are interested in applying to join the Group, please write in or give your contact details to Reception. The only criteria for joining is that you must be a current patient of Elmwood Family Doctors and be prepared to abide by the Terms of Reference of the Group.
We have recently had our inspection by the CQC and its full report is available here; http://www.cqc.org.uk/location/1-1746940294
Some of the comments from this report include;
Patients rated the practice higher than others for almost all aspects of care. Patients spoke highly of the care they received from the practice. Feedback about patients’ care and treatment was consistently positive. We observed a patient centred culture.
Common themes from patients were they felt they were treated with dignity and respect, were listened to and involved in their treatment.
CQC comment cards were all very positive and complimentary; many citing the service they received as being ‘excellent and fantastic’.
These findings aligned with the national GP survey results, which showed the practice was performing in line and predominantly above the local and national averages.
The practice had developed a comprehensive and innovative system to monitor appointments. There was continuity of care and urgent appointments available on the same day. Patients said they found it easy to make an appointment and urgent appointments were available the same day.
The practice reviewed the needs of its local population and engaged with the CCG to secure/improve service improvements where these had been identified. The practice had been involved in CCG pilots, such as pathfinder , winter access and breaking the cycle.
The practice worked very closely with other health professionals and community and voluntary services and they were focused on using every opportunity for health promotion. For example, Friend to Friend and Sharing Memories.
The practice had strong links with local schools and worked collaboratively with the school nurses to support and advise young people. Young people at schools had direct access to same day appointments for emergency contraception, when the school nurse may accompany the patient
We saw evidence that an enhanced level of service provision for the diagnosis and support for people with dementia was provided above what is required under core General Medical Service (GMS) contracts.
Views of external stakeholders, for example Greater Huddersfield CCG were very positive and aligned to our findings.