Our 2006 patient survey revealed that three quarters of respondents were either completely or very satisfied with our services. We concluded that areas where we can improve are:

Frequent or regular attendees We need to ascertain whether visits are resulting from a regular review of a medical condition and whether these patients could be directed towards healthcare professionals other than a GP. We will continue to audit and regularly review patients with chronic diseases and ensure (as far as possible) patients are directed towards the most appropriate clinician.

Accessibility We need to ensure sufficient capacity and investigate the possibility of extending opening hours in the future. We have begun increasing capacity by planning a Nurse Practitioner Minor Ailment Clinic and recruiting a second HCA. Opening hours will be reviewed later this year once we have recruited a new GP and reviewed the effects of clinic changes.

Telephone Services We need to investigate system use and advertise telephone clinics. We will liaise with our system supplier to ensure the telephone messages are correctly set up and we can audit this by ringing the surgery from an external number. We would appreciate the public making us aware of any problems as they arise.

Patient Healthcare Education We need to ensure that patients are aware of the most appropriate clinician to consult. This eases the pressure on GP appointments and enables other clinical staff to demonstrate their own particular skills and knowledge. They are all specialists in their own roles!

One respondent gave poor ratings to aspects of their consultation with a GP. Investigation revealed the GP as a locum and this was discussed at a practice meeting.