Using three of the Authorised Representatives we carried out 33 individual conversations with patients and staff, using a set of appreciative questions to give people the opportunity to describe good practice they had experienced or seen. We collected two surveys which were completed prior to the visit. A representative observed activity and spoke to people during our four hour visit, to collect their own independent impressions of the practice and its services, which they recorded during and after the visit. A private space was available if patients felt the need to talk in confidence to us.
- Retaining the clear procedure around appointments was a priority for patients as they felt the present system was, and is, very effective. They told us that this practice has a system that works for them. They valued being able to get a prompt appointment, felt that they were dealt with quickly, did not wait long and that there was good follow up care after treatment or surgery. There were lots of examples of staff being responsive and taking action quickly, where necessary.
- Patients at this practice feel listened to by doctors, nurses and reception staff. They felt that staff were friendly and helpful. As a consequence of this people felt ‘human’ rather than a ‘number’. Maintaining a personal touch is valued here and seen as what is appealing.
- We were told that there is a good, quality service provided here, so much so that nothing should be changed. People said that the surgery and its service should be kept as it is. Some suggestion was made that in fact, what made this service effective was that any changes to policy/procedure had not been allowed to overpower/dissolve the patient centred focus here, where it might have elsewhere.
- Patients valued having choice and flexibility around seeing a particular GP. Potential to see the same doctor was raised as important especially where patients had an underlying medical support need (i.e.-mental health issue). To see someone who understood and had some sort of prior relationship, gave people confidence around effective diagnosis
All doctors are great and you don’t feel like you're imposing