Choice and access surveys

The results of the Department of Health choice and access survey 2008 (2MB) is available to download as an Excel spreadsheet giving the results for all practices in the Newcastle area. 272 responses were returned from our patients.

- 97% of our patients were satisfied with phone access to the practice compared to 90% in the Newcastle PCT area as a whole and 87% in England as a whole
- 87% of our patients could get an appointment within the next two days compared to 86% in the PCT and 87% in England
- 95% could book ahead more than 2 days compared to 78% in the PCT and 77% England
- 94% could see a particular doctor compared to 88% in the PCT and 88% in England
- 90% were satisfied with opening hours compared to 87% in PCT and 82% in England

Of the 26 who were not satisfied with opening hours 16 gave a reason. 9 wanted opening later in the evening and 6 on Saturday (1 "other")

- On questionnaires distributed by the surgery 94% reported being offered choice of hospital when being referred compared to 96% for the PCT and 93% in England as a whole
- On questionnaires distributed nationally 42% reported being offered choice compared to 41% for the PCT and 52% nationally

We are continuing to work to improve access and balance the need for urgent access with the ability to book ahead and to see a particular doctor. We welcome constructive suggestions which can be made in the suggestion box in reception, direct to the practice manager and via the feedback form on this website.

Automatic check-in

We now have an automatic check-in service. If you would like to confirm your arrival use the terminal on the notice board.

 Touch the screen to start. You confirm your sex and date of birth to establish who you are. The system should then display your appointments. Confirm these to let the doctor or nurse know that you have arrived.

If you would prefer, you can check in with the receptionist as usual. We hope the new service will save time when the reception is busy.

Repeat dispensing

If you are on regular medication which is not likely to change for 6 months or more and would like to collect that medication from the same chemist each time without coming to the surgery for prescriptions then repeat dispensing could be for you. To arrange this, you need to see a doctor for a medication review. If repeat dispensing is possible for you the doctor will print out prescriptions for anything up to a year. These prescriptions are held by the chemist who can dispense them directly to you as they are required. There is more information in this leaflet (in Word format 1MB size)

February 2006

New patient call system

We have installed a new system for calling patients in to the surgery.  A new display board above the reception desk will beep and display the patient's name and give instructions about where to go.

Although this system is not as personal as having your name called by the receptionist we hope that it will be better in other ways. At the moment receptionists have to break off conversations at the desk or on the phone to call patients from the waiting room. Sometimes there are delays before patients can be called causing slower surgeries. We hope the new system will be more efficient.

The board will also be used to display information about waiting times, the presence of students in the surgery and other important information so that everyone can see it.

21st March 2005

Building work at the surgery

Work on the new disabled toilet downstairs was completed on 24th January 2005.  The two downstairs toilets have been knocked into one toilet with full facilities for the disabled. The new facilities are a great improvement.

New Out of Hours Service

As part of the new contract for general practice, the new out of hours service for Newcastle started from 1st September 2004. Patients should ring the surgery to get the emergency phone number from the answer machine in the usual way. Calls will be answered by NHS Direct who can give advice. If you need to be seen out of hours NHS Direct will pass your details to the out of hours centres who will be able to help you with advice, by seeing you in the surgeries based at the RVI or General Hospital or by visiting you at home if appropriate.

The surgery is no longer open on Saturday mornings because the out of hours service is responsible for providing care on Saturday mornings.

Update on new computer

We moved to our new computer system on Tuesday 10th June 2008. Information recorded in the week before that has been re-entered by hand on the new system and we are still working to ensure that everything has been transferred onto the new system.

Our new computer will allow us to access records from sites, such as Lemington (see below) and to work better with staff such as district nurses, physiotherapy and other community services so we hope that you will see the benefits once the system is in use.

Thank you for your patience during this change.

Choose and book

The surgery is participating in the choose and book programme. Locally a choice of several hospitals is available when you are being referred and we have some information about waiting times at the different hospitals in the local area. More information will become available in the future. Referrals are being sent to the hospitals electronically via the choose and book system. Direct booking of hospital appointments is available for many of the clinics and we will be offering this when it is. More information is available via the choose and book website. Leaflets about choose and book are available in the surgery.

December 2006

New Nurse at the Surgery

Alison Dodds started at the surgery in March 2008. She previously worked as practice nurse at a surgery in Gosforth. She will be taking over the running of the diabetic clinic after Jeanette Best left.

Nurse Practitioner Service at Lemington

The new nurse practitioner service is available at Lemington Clinic from 13th May 2002. It is available Monday to Friday 0900-1000 by appointment and from 1000-1130 without appointment.

The Nurse Practioners are Sally Hall and Catherine Lawson and Trish Urwin. They are registered nurses with advanced education and clinical training. They work with people of all ages and their families providing information people need to make informed choices about their health care and lifestyle choice, serving as regular health care providers for children and adults in health and illness. They:

• obtain medical histories and perform physical examinations
• diagnose and treat acute health problems such as infections and injuries
• prescribe and dispense medications and other treatments
• provide health maintainance care
• promote positive health behaviours and self care skills through education and counselling
• collaborate with physicians and other health professionals as needed