DOCTORS APPOINTMENTS AT WEEKENDS

Following the results of your comments on the patient survey, we are pleased to announce that we will be running GP appointments on Saturdays and Sundays.

Firstcare Practice

CONTACT

Firstcare Practice

       Blenheim Centre

Hounslow, TW3 1NL

T- 020 8630 1111

E- firstcare.practice@nhs.net

 

Mon-Fri    07:45-20:00

Sat & Sun 09:00–15:00

Welcome

The staff at FirstCare Practice would like to welcome you. We provide high quality, comprehensive health care services from comfortable and well equipped premises. We are pleased to offer efficient services by investment in staff training and technology.

 

We offer a comprehensive range of NHS General Practice services. We are a centre for wellness and emphasise heathly living.

 

We are open from 07:45 - 20:00 Monday to Friday and on 0900-1500 on Saturday & Sundays.

Your Practice, Your Voice - Results

We work hard to provide you with high quality services but there is always room for improvement. Here is the action plan following our patient survey for 2014. If you have any comments or suggestions, please email us on firstcare.practice@nhs.net

 

Online Appointments

It appears that most patients make appointments on the phone and most patients would prefer to make appointments using this method. However many patients would like to make more online appointments and found that they were often not enough appointments available.

 

Action - within 1 month. Lead – Reception Manager

We have online appointments and following the results of this survey, we will further increase the number of available online appointments for you to book. Please speak to reception for your username and password. Here is a video which outlines how you can access the site and make appointments, request medication and update your personal details. http://www.firstcare.org.uk/online/

 

Getting through on the phone

Many of you felt it difficult to get through on the phone. This is despite in us investing in a telephone system which allows you to book and cancel appointments  - as well as request repeat medications, using our automatic system – 24 hours a day, every day.

 

Action Plan – 6 months. Reception Manager

 we will reduce demand on the phones by proving you will as much information as possible. We will audit the types of calls that we have and find ways in which we can propagate the information that you require, so as you do not need to call.

 

To improve the service levels we provide for you on the telephone, we will provide training for all staff, and also listen to telephone conversations to ensure that we are meeting high quality standards.

 

Information regarding opening times.

We are open from 0745-2000 Monday to Friday and between 0900-1500 on both Saturdays and Sundays. This is something that many patients were unaware of. This is outlined by the answer to question 22 which was a request by patients to open after 0630, whereas we are open until 2000 every week day. Many patients are unaware that we are trailing opening both Saturdays and Sundays.

 

Action – 3 months. Dr Mahmud

we plan to improve information for our patients regarding our opening hours with posters in reception and on our website.

 

Website

It has been noted 42% of patients have not seen our website and patients had problems logging and wanted more information.

 

Action – 3 months. Dr Mahmud

 we will continue to collect emails in order to communicate with patients. We will also ensure that there is more local information which is updated regularly on our practice website and promoted it more widely. We will promote the practice website more.

 

Social Media

Many of you are regularly using social media website.

 

Action – 3 months. Dr Mahmud

We have a Facebook and Twitter accounts which we use to communicate with patients, but we will increase the use of social media to help us to provide you will a better more responsive service.

 

Appointments.

There are times when you don’t need an appointment but would like to have a conversation with a doctor, particularly if you are at work.

 

Action – 3 months. Dr Mahmud

we will trial the use of Skype Consultations for GP consultations. This may also be available for practice nurse appointments, e.g. Travel health advice.

 

In addition we will re-survey in a few months time to ensure that improvements have been made. We will upload the results to our practice website. 

Your Practice, Your Voice - Results
Please find attached the full report of the patient Survey.
Your Practice, Your Voice - Initial Surv[...]
Adobe Acrobat document [29.9 KB]
Your Practice, Your Voice - Full Survey Results
Please find attached the results of the full survey. If you have any comments, please email firstcare.practice@nhs.net.
Your Practice, Your Voice 2014.pdf
Adobe Acrobat document [213.0 KB]
Patient Survey Report 2014
Patient Survey Report 2014iii.docx
Microsoft Word document [169.0 KB]

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