Welcome to Parkside
providing good quality care for all the family
We are a GP training practice and carry out research in conjunction with the Royal Berkshire Hospital and the Universities of Oxford and Southampton.
We provide a high quality service on the governments Quality and Outcomes Framework (QOF) in 2017/2018.
We offer a wide range of appointments throughout the day with doctors, nurses, healthcare assistants, pharmacist, physicians associate as well as a variety of other NHS services.
Please note that we offer online booking, pre-bookable appointments of up to 6 weeks in advance and book on the day for patients needing an appointment that day.
DNA (Did not attend): Unfortunately, we have a high rate of patients who book appointments and do not attend, We are monitoring this and will report on this screen how many DNA's we have weekly. In the last 2 weeks this totals 109. This amounts to 109 appointments lost to patients who may not have been able to access a GP or nurse at a time that suits them. Please let us know if you are unable to attend your booked appointment.
In addition to pre-book and book on the day appointments, we offer telephone consultations and a triage system. Triage is the term used for extra appointments when all other bookable appointments have been taken. You will be asked by the reception staff for your contact number and a brief idea as to the nature of your call so that we can deal with your needs in the most appropriate and timely manner. The doctor will call you as soon as practically possible.
We listen to what you say:
Our PATIENT SURVEY was completed in JAN 2017
The Reception team gave out paper copies of the surveys randomly to 183 people who responded whilst in the surgery. The survey data was then entered by a PPG member using survey monkey which then produced graphs and comments used for analysis.
Our PPG chose not to use e mails for this survey due to issues around confidentiality and after taking advice from other Wokingham Practices who have previously sent out in bulk surveys as blind copies.
OVERALL SATISFACTION of our patients was 91% satisfaction and 83% were extremely or very satisfied with our service.
We have to be pleased with this result and have had many good comments regarding how patients are happy with the standard of care.
“Dr is especially helpful”
“Receptionist is really helpful”
“We have never had cause to complain”
“I have never enjoyed Drs appointments, but my current Dr cares, listens and is never
dismissive… they really want to help”
“All staff and Drs are very helpful and friendly”
“Drs have a good understanding of patient needs”
“Flexible and easy to get appointments”
88% of patients had been with us for more than 5 years demonstrating good loyalty. Only 2.8% of patients seen were new and data shows the population sample was slightly older than the average as the majority of patients were 65-74
This might have had some bearing on things as they may not have been so comfortable using on line booking and may have had more chronic conditions.
THREE AREAS FOR DEVELOPMENT
From the data and patient comments the practice has identified three areas that need attention. A clear action plan with improvements and outcomes is under discussion with the PPG. Once agreed; the action plans will be shared with the practice population and posted on the Practice website.
Patients were invited to make comments on the three areas listed below:
- Our phone system and moving our call centre
- iPlato, our text messaging service
- The Practice newsletter
Good Feed Back:
Mr T : "thank you that I can book on line and come early in the morning if i need to"
Mrs H: " your practice reception helped me especially when i didn't know the process for vaccinations"
Mr S: " thank you for referring my Dad to hospital when he needed it "
Mrs "you have pleasant and helpful staff thank you"
Mr H " i can't believe one of the doctors brought a script to my house when it was difficult for me, thank you
As a result of feedback about where we can improve:
We have upgraded our Telephone system to include more in coming lines and now you know where you are in the queue when you ring so you can decide if you want to try again later.
We have introduced a new calling system with patient information on services provided and health promotion
Care Quality Commission
The Care Quality Commission (CQC) are the independent regulator of health and adult social care in England.
The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage them to improve.
They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish what is found, including performance ratings to help people choose care.
Our GP Practice has recently undergone a CQC inspection and the results are now freely available on the CQC Website. You can access the report below
(Site updated 05/09/2018)