Survey Results 2024 - You Said, We Did

headlands formal gp partner group

We’d like to thank all 539 patients who completed the Headlands Patient Survey.

We have also looked at the recently published national GP Survey which had similar questions and which had 104 responses.

 

After carefully analysing the results, we are taking the following actions to address issues raised: 

  • We have introduced a default to face to face GP appointments and except for routine discussions relating to test results, a face to face with GPs will be offered in the first instance wherever possible.
  • We now have weekly face to face physio appointments.
  • Patients noted a lack of diabetes clinics. There are now directly bookable appointments with the diabetic nurse.
  • We are reviewing our use of the Anima triage at reception, and emphasising that people do not need to use the online platform if they would prefer to walk in or call
  • Patients raised the lack of a travel nurse so the nursing team are now travel trained.
  • Patient raised concerns around receiving text messages asking them to book test results. We have now reviewed our process and where patients require a discussion, we book their appointment for them, reducing their need to contact us.
  • We have revamped our reception area following feedback from patients.

The Headlands survey in March, showed improvements in all areas, when compared to the previous year, including in the number who took part. Telephone waiting times have improved and19% more patients say they were offered face-to-face appointments.
Patients were more satisfied with the advice given, were able to access our practice and were likelier to recommend us than respondents the previous year. There was a 38-point rise in those happy with our staff and the service received and 43-point rise in those who said we resolved their issue.

The surveys highlighted general areas of concern around accessibility, continuity of care with the same professional and service delivery. After careful consideration of all the data submitted, we are confident that the actions we are implementing should lead to further improvements. 

Lead GP, Dr Adeel Iqbal, said: ‘The team would like to thank the patients who responded to these surveys, which help us shape our service. All individual comments were read, and this data helped us formulate where best to make changes in order to improve patient experience. However, we still have issues to improve on and are fully committed to implementing further changes where possible.’

Published: Aug 15, 2024