What did we do?
We asked patients of Inspire Health which 3 areas of care they would like to see improved.
How did we do it?
We attended flu clinics (at Jepson Road, St Phillips Drive and Avenue House) and spoke with over 440 patients after their appointment. We also sent the survey out electronically to all patients and received over 200 replies.
What are the changes many patients requested?
Patients are frustrated with the telephone appointment system - they wait too long to get through
Patients want to be able to book a face to face appointment with a doctor
Patients want more appointments to be available to reduce the long wait
Patients miss having a relationship with a named doctor – they want more continuity of care
Patients would like to book and cancel appointments on line as before the system on line platform
Patients in Hasland are concerned about St Philips Drive Surgery being closed 3 days a week
Patients find parking difficult especially at Avenue House
Patients do not like explaining personal information to the receptionists
Patients in Hasland would like text messages to specify St Philips Drive or Jepson Road surgery to avoid mistakes
Patients find the receptionist desk at Avenue House too high
Patients would like longer appointments and be able to raise 2 issues when they need to
Patients would like their call back from doctors to be scheduled so they are not waiting all day for the call
Patients would like more evening and early morning/weekend/ turn up & wait appointments
What are many patients pleased with?
The service they receive at all 3 surgeries
The friendly professional staff at all 3 surgeries
The standards of clinical care in all 3 surgeries
The improved buildings / facilities
What happens next?
We will report and discuss all of the findings from the surveys with staff at Inspire House and inform you of the changes that will be made
Thank you – Inspire Patient Group