Friends & family test
Would you recommend our surgery?
If you visit our surgery you may be asked to give some feedback about whether or not you would recommend us to your family and friends.
There will be two simple questions:
- How likely are you to recommend our GP practice to friends and family if they need similar care or treatment?
You will be asked to choose from 6 options, ranging from ‘extremely likely’ to ‘extremely unlikely’.
- Overall how would you describe your experience of making an appointment?
You will have 5 options to select from, ranging from ‘Very Good’ to ‘Very Poor’.
If you provide a mobile number then you will be asked by text message when you make an appointment at the practice or we may give you a simple handout in the surgery. Your response is anonymous and you can post replies in the prescription box on reception on your way out.
What Will We Do With The Results?
The information will give us valuable feedback on what you think of the care and treatment you have received. This will help us to improve the experience for patients in the future.
The Friends and Family Test has already been successfully used in hospitals across the country. More information on the Friends and Family Test can be found on NHS Choices.
The Patient Advice and Liaison Service (PALS) offers confidential advice, support and information on health-related matters for patients, families and carers.
They are a great first point of call if you have any questions or concerns when you are using NHS services. For example, you may wish to find out about an outpatient appointment or you have a concern about hospital services.
Patient Participation Group
What is the patient participation group?
The patient group is open to any registered patient to join, and its purpose is to engage patients and their voices in the future development of the NHS. Do you have ideas for improving services in the practice? Are there services you would like to see available? The group is your opportunity to let us know your view, to change the landscape. The group meets three times per year.
We always welcome patients to participate. Ask the practice manager about joining.
TERMS OF REFERENCE
The West Leeds Family Practice patient participation group (PPG) exists to ensure that:
‘The practice and its patients have the opportunity to work together to improve local services’
The structure of the PPG will include:
- Chair – Practice staff or trained patient champion
- A PPG lead from the practice and a member of the wider staff team
- Patients registered with the practice
- Others may attend for specific agenda items
5 members are required for the group to run.
- FREQUENCY AND TIMING OF MEETINGS
Meetings will take place on a quarterly basis.
- ADMINISTRATIVE SUPPORT
The PPG will be supported in its work by a member of the admin team who will:
- Prepare meeting agendas and ensure the agenda together with any supporting papers are received by members at least five working days before a meeting.
- Prepare draft minutes for the Chair’s approval within seven working days and issue approved minutes within 14 working days of a meeting.
- Add all documents to the practice website following the meeting.
- FUNCTIONS AND REMIT
- To work with the practice to understand the needs of the wider community
- To champion the views of the wider community by encouraging the practice to respond to patient feedback
- To contribute to the continuous long term improvement in quality of patient care and patient experience
- To promote health and wellbeing for everyone in the local community
- To act as a critical friend to the practice
The group will also:
- provide a safe space for members to discuss any challenges they may face when championing the patient voice
- provide a forum for members to share information and ideas
- develop an understanding of the constraints and challenges within primary care
- provide inspiration and encouragement between members
- improve the confidence and self-esteem of PPG members
- Patient members role specification
PPG members are encouraged to:
- Familiarise themselves with the ground rules and terms of reference for the group
- Acknowledge diversity and consider the needs of the wider community
- be objective, have a balanced approach, and draw on and use their perspective as a member of the public to contribute to group debates and decisions;
- be committed to working collaboratively with the GP practice
- Access training and peer support to where required
Patient satisfaction survey
It is important for us to listen to your views about the service we offer, we carry out survey’s throughout the year. The next one is due in 2018. The results of which help to define some of our annual service improvement projects. See the results over the last 3 years:-
Rights and responsibilities
- All patients registered at the practice have a named, accountable GP responsible for their overall care, but any patient can see any doctor or nurse they choose.
- Patients have the right to say if they would prefer to see a particular doctor or nurse and we will try to arrange this (as long as they are available). We understand that ‘continuity of care’ is important. Seeing the same nurse or doctor for a particular condition can make it easier to get the right diagnosis and plan your treatment/management better.
- Registered patients are invited to have a health check from time to time. We hope you will take up this service.
- We also offer all patients over 40 an NHS Health Check every 5 years. Please contact reception to discuss this.
- Patients have the right to see their own health records, subject to the terms of the Data Protection Act.
- Please arrive on time for your appointment. That way clinics are more likely to run on time.
- Please inform the practice if you can’t make an appointment or if the appointment is no longer necessary, so the slot can be offered to another patient.
- Please try and attend the surgery and do not make a request for a home visit unless absolutely necessary. Home visits are for housebound or seriously ill patients. In the time it takes to conduct 1 home visit we can typically see at least 3 patients at the surgery.
- Please make requests for repeat prescriptions in good time. We suggest at least 72 hours before you need more medication.
- Please co-operate with all practice staff and treat them courteously. They are trying to help you.
A zero tolerance policy towards violent, threatening and abusive behaviour is now in place throughout the NHS. The doctors, nurses and staff in this practice have the right to do their work in an environment free from violent, threatening or abusive behaviour and everything will be done to protect that right. At no time will any such behaviour be tolerated in this practice. If you do not respect the rights of our staff we may choose to inform the police and make arrangements for you to be removed from our medical list.