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2011 Patient Reference Group Survey
by Dr Philip Razzell

Very many thanks to the members of our Patient Reference Group who have participated in a questionnaire. Twenty-two questions were asked about the service provided and the results have been zoned in a traffic light system:

To start with the good first; the group feels it is fairly or very easy to get into the building at the Town Medical Centre despite being on the first floor. The building scored highly for cleanliness and all found the receptionists either very or fairly helpful. The group were satisfied they were able to get to see the doctor fairly quickly (i.e. within 2 week days) and in booking appointments longer ahead, and a strong preference was expressed for seeing the regular doctor of choice.

In the amber (adequate) category, the experience of getting through on the phone was very variable with some finding is very easy and others not very or not at all easy. Most were seen for their appointment within 5 to 15 minutes of the booked time.

In the red (bad) category a problem has been flagged up about overhearing conversations in the reception area and the Partners will be taking further advice from the Patient Reference Group about finding a solution. Also the majority of our Patient Reference Group were unaware that the Surgery is, in fact, open before 8am in the morning. There are a number of early morning surgeries beginning at 7am and this is the timetable for them:–

Finally about half our Patient Reference Group would like the option of booking appointments on line rather than in person or by phone and the doctors will be looking into ways in which more use can be made of on-line services.

If you would like to join our Patient Reference Group please let reception know. Your feedback and help in developing and improving our services at the Town Medical Centre would be most welcome.

December 2012