Hook Surgery

Feedback
We are always pleased to have feedback about our services. This helps us to know where we are getting things right, and where we may need to make changes. We have a suggestion box in the Waiting Room, or you can make a comment to one of the team.

If you have an official complaint, please make an appointment to see Lorna Campbell or one of the doctors.

Patient Survey 2007
Thank you to all those patients who completed a survey form in December 2007. An annual patient survey is now a requirement of our contract but one we are happy to do as it is important to us to get feedback from out patients!

The results for 2007 compared to the national average scores are summarised below:

Our scores were very similar to or above the national average scores on the majority of questions asked!
Patients had a higher satisfaction with opening hours and how long they have to wait for consultations to begin than the national average.
The score on understanding of illness after an appointment with the GP was lower than the national average. This is slightly puzzling but could be to do with the wording of the question. If you already feel you understand a long-standing illness, you may not feel that you have increased your understand after a particular appointment. If you have any concerns at all that you are not being given enough information please do ask the Doctors.
Generally those who wanted the practice to be open for more hours wanted more evening and weekend opening. We were however surprised that many patients did not appear to know that we offer appointments between 8.00am and 6.30pm on Wednesdays and between 8am and 8pm on a Thursday.

The results of the survey were discussed with the committee of the Hook Patients Participation Group on Tuesday 19th February 2008.

We particularly value the 'freestyle' comments added in the final section of the survey. We would like to thank our patients for their overwhelmingly positive comments. We also welcome the suggestions made and have concentrated on the areas highlighted in this section to develop an action plan for the coming year.

We plan to replace uncomfortable chairs and eliminate draught from door when the new pharmacy extension to the building is completed, hopefully later this year.
We will consider extended opening hours i.e. the practice being open on more evenings or at the weekend and publish our intentions.
We will improve the availability of appointments by increasing the hours our nurse practitioner, Sue Russell, works commencing immediately after Easter.
We will introduce on-line booking of appointments and the ability to request your prescription on-line in the course of this year.

For a copy of the full report and action plan please contact Lorna Campbell, Practice Manager who will be happy to discuss these and other suggestions.