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"My GP listens to me"

About: Andover Medical Centre

(as a service user),

I love that I can make an appointment/ request my repeat prescription online and collect it from my local pharmacy. When will you turn on the comment / communicate section? That might seem like a pain for you but would be really useful in case you don’t need an appointment 

There was no queue at reception which was good.

My GP actively listens to me, he totally turns away from his computer and gives his full attention. He proposes a plan and checks I’m happy with it. It must be frustrating that he can’t do an electronic referral to the Whittington for X-rays/ bloods.

When I was told at the Whittington the GP will get the results in 3-5 days I was shocked they don’t have a portal. The CCG should prioritise that.

The health centre doesn’t seem to invite feedback- perhaps there’s a board bit in amongst all the health promotion leaflets etc I didn’t see anything. Is there a PPG? What does it discuss? Who looks at patient’s feedback? How is it used?

Overall I give the practice 5 stars for the GP. Well done and thanks to him.

Responses

Response from Andover Medical Centre

The practice would like to thank you for your positive feedback. We also appreciate your constructive feedback and hope to address some of the following points raised:

We were a little unclear on the point raised regarding turning on the comment / communication section? We gather feedback through a number of channels e.g. NHS website (here), Friends and Family Test, Patient Participation Group (PPG) meetings, e-mails, verbal feedback as well as complaints and comments leaflet in the waiting area. We have also made improvements by creating a patient feedback area within the waiting room.

If the reviewer could kindly get back in touch with us and identify which application they are referring to, we will try and resolve this issue.

There was mention about the GP not able to make electronic referrals to the Whittington Hospital for X-Rays or Bloods. All permanent GPs and GP Registrars are registered to use Sunquest ICE, which is an electronic diagnostics application that enables the doctor to directly request tests through our clinical system to the hospital. Furthermore, the Practice has a direct portal connection to the pathology labs, where a clinician has immediate access to results, when they become available. It is routine to advise patients of the 3-5 days wait time for results as labs need time to process samples, and then GPs need time to review the results.

Currently the practice has an active and thriving PPG. Details of meetings can be found on the practice website http://theandovermedicalcentre.co.uk/. The practice also regularly publishes Newsletters for patients which can also be found on the website.

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