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Patient Forum Who we are The Patient Forum members are (pictured left to right) Darrell Clarke, Roger Brent, and seated are Bethan Richardson and Lynne Lewis
What we doThe Patient Forum is here to represent the views of the patients on improvements to the surgery by meeting on a quarterly basis with the partners and the business manager. The forum do not deal with complaints or matters relating to specific patients issues. If you wish to comment on anything or would like to find out more please email us at patientforum@oaktreesurgery.com
FAQ's The PF felt that patients would like to read about frequently asked questions and our subsequent replies. What is the Patient Forum and how does one join. The PF is a voluntary group of patients, comprising two women and two men, initially chosen by the Surgery Management Team as representative of and representatives of other patients. We meet quarterly with two of the Partners on a rolling basis and the Business Manager. We get an understanding of the Business Policy affecting the Surgery as well as getting a perspective on Doctors Philosophy towards patient care. Meetings are informative and interesting and also a lot is done via email and many patient concerns are answered and resolved that way. Vacancies do not occur very often which indicates we like what we are doing but will be widely advertised in the surgery, the web sites and on Twitter/Face book.
How do I make a Complaint The PF do not take or deal with complaints this is a matter for the Surgery Management Team. If any patient feels that they need to make a complaint then write to Mrs Pat Hayward, Patient Services Manager, at Oak Tree Surgery, giving as much detail as possible.
Why the 0844 Telephone Number and not 01656? The telephone contract was entered into almost five years ago to manage call volumes and in response to patient complaints about always getting an engaged tone. 0844 calls are not allowed to be charged at a higher rate than your normal provider. The NHS Directives do not permit surgeries to make a profit therefore any income over and above the cost of the system is inwardly invested in facilities i.e. the Cold Water Dispenser, the Touch screen self check in, the POD and the information screens in the waiting room. We have looked at the 0300 facility but that too is expensive. When it is time to renew contracts they will be thoroughly researched Appointments. A lot has been asked about the appointment generally. The key answers are that a great deal has been done to offer more appointments, over wider times with emphasis placed on “before and after working hours” which include phlebotomist appointments and early nursing appointments. In addition, Internet and Patient Partner facilities now allow patients to search for and or vary appointments, at home, in their time and that suits them. The overall effect is shorter waiting time on the telephone and more patients getting an appointment.
Notes from last meeting Minutes of Meeting 17th January 2012 (Deferred from December 2011) Apologies: - BR & LL 1830 hrs the meeting opened : - Attending Dr’s JRA SAC with DB DC & RB Minutes of 20th Septembers 2011 meeting were agreed prior to circulation. Matters arising: - Suggestions Box, two items one regarding the appointment system also followed up on Face Book and dealt with by DB. The second dealing with the phone system was anonymous but dated 3rd January 2012. Unfortunately, following a power cut over the New Year Bank Holiday the Phone system did not self-right itself and was operating erratically until 9.30 am on the 3rd January. Forum Correspondence. A couple of emails had been received from the same author, Unhappy with the growing size of the Surgery and the difficulty in seeing a Surgery Partner the same day and, the fact that Primary care is changing. Also that there were times that the Patient Partner System (automated Telephone appointment process) had failed. Lastly, those Diabetic patients are having to return to hospital for continuing care. Members present agreed that Oak Tree was growing but that recent surveys found that a good and consistent service was consistently being provided, Primary care is changing and will continue to take on more non emergency front line responsibility and in relation to the Diabetic situation Partners were not entirely in agreement with the procedure but LHB Directives and funding necessitated this change. In relation to the “PP” DB explained that there were initial teething problems but it was in fact working very well and had significantly reduced phone-waiting times. Patient Questionnaire. DC outlined his initial review giving very positive and encouraging feedback particularly for Surgery Services. However, he wanted to carry out a more detailed study before publication, which would be included in February’s News Letter. Enhanced Services Review. DB informed the meeting that the Locality Health Board were working with surgeries to review the current provision of additional services in GP surgeries with a view to see if the current basket of services was appropriate and was delivering the bets service to Patients in a Primary care setting. DB to keep updating the forum. Community Networks DB informed members that the Business/Practice Managers Were in the preliminary stages of looking at commonality in Practice Operating Systems, with a view to maximising non routine medical requirements in order that Doctor and Nursing Services may be available to patients, within a given Community Network, in a surgery not necessarily where a patient was registered. However, this was very much in an embryonic stage. Newsletter. DB advised that he would be compiling an Oak Tree Surgery Newsletter for early February 2012 to communicate changes on staffing and other Hot Topics. There being no other business the Meeting closed at 1945.
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