Feedback from our patients and carers
Response to a Patient Survey (2024) undertaken by the Practice with the Patient Participation Group focussing the matter of access to appointments & related experiences.
- The Gloucestershire Integrated Care Board Participation Team also helped in this process.
- A telephone text Survey was sent to patients following an appointment.
- General feedback to our Patient Participation Group members from patients/carers
- Through different patient support organisations e.g. Carers Hub
- Concerns that you raise with staff directly.
- Response to the Annual National GP Patient Survey
We review the feedback and take actions wherever we can.
What you
told us and what we are doing……
You told us that the following was good!
- Staff are friendly, kind and helpful.
- Staff are professional.
- Prompt service when attending appointments.
- People take time to listen.
- Econsult – good response time.
What we
did! We
let our staff know. It is very much appreciated by them and It
is what we expect from all our staff.
What
needs to improve? You have told us we need to focus and continuing to improve access to
appointments. Your feedback helped us in our focus.
What the practice is doing…….
Getting through to the Practice: There are different ways you can get in contact with the practice for appointments, advice of administrative requests.
The Call back system is now well
established. If the practice is receiving a high level of calls you can opt for a call
back. As soon as you are at the front of the queue you will receive a callback
from the reception team
Many patients are telling us this is working
well and making a real difference.
Econsult - Contact the practice by eConsult through the website. The eConsult service is now available for submissions between 07:00 and 18:30hrs
- If you submit your eConsult before 13:00hrs the practice aims to respond to you on the same working day.
- If you submit your eConsult after 13:00hrs, the practice aims to respond to you before the end of the following working day. (Although in many cases the practice should still be able to respond to you on the same working day).
There has been positive feedback on the
response time and advice and help through the eConsult route.
How we you get in touch with me?
You may be contacted and seen by the following routes:
* Face to face at the practice or a branch site.
*
by phone
* On a video call
* By text or email
Why don’t I always see a doctor
at an appointment?
The General Practice team includes different medical and non-medical staff, who can give you the most appropriate care. In addition to GPs, Practice Nurses, and Health Care Assistants, the practice have other trained and highly skilled clinicians working in within the team.
When patients book an appointment, the reception team will ask you a number of questions to help the practice make the appointment with the most appropriate person. They are trained & supervised to do this and there is always doctors available to help receptionist with making the right decision.
Where possible, the practice will try to give you continuity with the same member of the team for the same health problem - please ask during your first appointment.
You should be told who you will be seeing at the appointment – Nurse, Doctor Health Care Assistant etc
Helping you to get the best out of Your Practice
With the help of our patient representatives in our Patient Participation Group we have supported the practice with the following:
Website: Improved our website to help you get in touch with us and find the help and information you need. Aspen Medical Practice – NHS GP Surgery in Gloucestershire
Patient information booklet: This has been developed to help you get the best out of our services. It includes information on how to renew prescriptions, get test results, access to your health records through the NHS App and much more.
If you can’t see a copy around the Practice, please ask at reception for copy.
How you can help the Practice?
Cancel your appointment if you can’t make it or no longer need it. This gives us another appointment to give to someone else, and helps decrease the time patients are waiting for an appointment
Tell us if you need help with communication: For example, if you need an interpreter (verbal or sign language) or any other communication method or an approach that will help you
Providing feedback:
Please continue to give your feedback so we can know when things go well and not so well. This helps us to give feedback to our staff and make improvements wherever possible. You can feedback to the practice:
*Through our website
*In person
* In writing
* By responding to requests for feedback through a simple text request for feedback sent following an appointment.
Patient surveys sent from the practice or the annual National GP Patient Survey or through the complaints process (The policy is available on the practice website)
Thank you for your help!
