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Regal Chambers Surgery Patient Reference Group Meeting Summary - January 16, 2013

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The Regal Chambers Surgery Patient Reference Group met on January 16, 2013, to discuss recent developments and future plans for the practice. Key topics included updates since the last meeting, upcoming initiatives, and quality improvement statistics. Notably, during October-December 2012, 846 children aged 0-10 and 1,848 patients aged 65+ were seen. Complaints in 2012 included 19 written and 8 verbal complaints regarding GPs, staff, and systems. The meeting emphasized the importance of patient feedback and enhancing services.

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Regal Chambers Surgery Patient Reference Group Meeting Summary - January 16, 2013

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  1. Regal Chambers Surgery Patient Reference Group Meeting 16th January 2013

  2. Regal Chambers Surgery • What’s been happening since we last met? • Plans in the pipeline • Newsletter • A few QI facts and figures • CQC – what it means for the practice and PRG • Patient questionnaire for 2013

  3. Regal Chambers Surgery • No. of children 0-10years seen Oct – Dec 2012 was 846. Number of times they were seen during this period was 2.51. Total number of 0-10 children on list = 1712 • No. of patients 65+ years seen Oct – Dec 2012 was 1848. Number of times they were seen during this period was 4.10. Total number of 65+ patients on list = 2119

  4. Regal Chambers Surgery • Number of calls to practice from 1.9.2012 – 4.1.2013 = 76,539 • Average time for a call to be answered = 00:02:01 • Average length of call = 00:03:30

  5. Regal Chambers Surgery Complaints In 2012 we had 19 written and 8 verbal complaints (lots more general grumbles though!) Written complaints were about the following: GPs = 6 Staff = 4 Systems = 9 (appointments, phones, recall, results etc) Patient = 1 (one member of staff complained about a patient) Verbal complaints were about the following: GPs = 3 Systems = 5 (appointments, phones, recall, results etc)

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