New Developments – Telephones and Patient Advisors

New Developments

Changes to the Telephone System

In the near future there will be some changes to how telephone calls are handled in order to improve the service to patients.

Calls to the surgery number will be answered by a team of trained receptionists who are based off site in Leeds City Centre. This will free up our on-site receptionists to attend to the needs of the patients who are visiting the surgery; helping to proactively meet our patient needs and to ensure we keep on top of the huge amount of administrative work they have to do these days.

Majority of queries should be dealt with first time by the central team but please be assured that any call or query that needs to be redirected back to the surgery will be but it is hoped that once the system is up and running the experienced off-site team will be able to book all appointments and answer general queries.

There will, of course, be teething problems as with any new system therefore we ask you to bear with us for a while as the new system develops. Please feel free to give us any feedback that will help us improve the service you receive.

In addition to the changes above we would also like to introduce another new service:

Patient advisors

OneMedicalGroup Patient Advisors, Jasmine and Marie, have begun to hold clinics at Westgate to support your wellbeing.

A clinic appointment involves a one to one session with a Patient Advisor in which you have time to tell your story. Clinics will range from supporting patients with behaviour change towards a healthier lifestyle, coping with mental health conditions like anxiety and depression, and supporting management of long-term conditions.

These clinics will be in addition to our Wellbeing Coordinator, Fiona Bououden, who can see you at the surgery or at home if you prefer.

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Spring 2017 Newsletter

Please read our Spring 2017 Newsletter – it contains lots of news and important information about the surgery.

PLEASE CLICK ON THE LINK BELOW:

Westgate Spring 2017 Newsletter

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Research Ready

Research is an important part of the work of the NHS and here at Westgate Surgery we work with external researchers to look at issues that are relevant and important to general practice. The clinical research we are involved in means that patients get access to new treatments and medicines and the time and money we invest means better and more cost effective treatment for patients. We have been accredited by the Royal College of General Practice as a ‘Research Ready’ practice, which means we are able to take on research projects. We also work with the NHS Clinical Research Network to make sure that any project we are involved in sticks to the highest standards and has been ethically approved.

From time to time you may be invited to take part in a research project and whilst we are always grateful if you say yes, we wish to assure you that should you decide not to take part in our research the care you receive from the practice will in no way be effected and that we respect each individuals choice.

 

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Repeat Prescription Ordering – Important Changes

PRESCRIPTION REQUESTS – no longer taken via telephone

From 1st December 2016 we have stopped allowing telephone requests for medication prescriptions.

This decision has been made to improve patient safety and following consultation with our Patient Reference Group. The General Medical Council have advised that practices use alternative methods for receiving prescription requests because there is a much greater chance of errors in prescribing when requests are received via the telephone.

There are several alternative prescription request options that most of our patients are already using. These have less potential for error. They include:

Online via our website www.westgatesurgery.com

Ordering through the pharmacy—please discuss with the pharmacy of your choice.

On paper—either by post, through our letterbox or in person. Please complete the prescription counterfoil or request slip at the desk.

Most prescriptions can be sent electronically to your chosen pharmacy—ask your pharmacy staff and they will be happy to help.

We appreciate that patients who use the telephone service may find this change difficult initially but we believe the change is important for patient safety. Our receptionists are also dealing with an ever increasing workload and we hope this change will help them in the many other tasks they are undertaking on a daily basis. Please remember to order your repeat prescriptions in plenty of time.

The only exception will be for the patients who are on our housebound register.

We are keen to encourage and support patients to use the online services therefore please ask our receptionists how to register or if you need any assistance.

We thank you for your support with this change.

 

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Friends and Family Test Results

Friends and Family Test  – June 2017 Results:

257- Extremely likely (to recommend Westgate Surgery to friends and family)

45- Likely

2 – Neither Likely or Unlikely

6 – Unlikely

4 – Extremely Unlikely

2 – Don’t know

In December 2016 we started using text messaging for sending out Friends and Family Test questions after patients had attended the surgery for an appointment in addition to submitting via the website or on paper. We would like to thank all those who responded. We value your feedback and suggestions and all comments are discussed at our practice meetings.

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – May 2017 Results:

237 – Extremely likely (to recommend Westgate Surgery to friends and family)

34 – Likely

4 – Neither Likely or Unlikely

4 – Unlikely

6 – Extremely Unlikely

0 – Don’t know

In December 2016 we started using text messaging for sending out Friends and Family Test questions after patients had attended the surgery for an appointment in addition to submitting via the website or on paper. We would like to thank all those who responded. We value your feedback and suggestions and all comments are discussed at our practice meetings.

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – April 2017 Results:

180 – Extremely likely (to recommend Westgate Surgery to friends and family)

37 – Likely

4 – Neither Likely or Unlikely

0 – Unlikely

1 – Extremely Unlikely

1 – Don’t know

In December 2016 we started using text messaging for sending out Friends and Family Test questions after patients had attended the surgery for an appointment in addition to submitting via the website or on paper. We would like to thank all those who responded. We value your feedback and suggestions and all comments are discussed at our practice meetings.

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – March 2017 Results:

258 – Extremely likely (to recommend Westgate Surgery to friends and family)

38 – Likely

8 – Neither Likely or Unlikely

3 – Unlikely

10 – Extremely Unlikely

2 – Don’t know

In December 2016 we started using text messaging for sending out Friends and Family Test questions after patients had attended the surgery for an appointment in addition to submitting via the website or on paper. We would like to thank all those who responded. We value your feedback and suggestions and all comments are discussed at our practice meetings.

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – February 2017 Results:

223 – Extremely likely (to recommend Westgate Surgery to friends and family)

33 – Likely

5- Neither Likely or Unlikely

2 – Unlikely

5 – Extremely Unlikely

1 – Don’t know

In December 2016 we started using text messaging for sending out Friends and Family Test questions after patients had attended the surgery for an appointment in addition to submitting via the website or on paper. We would like to thank all those who responded. We value your feedback and suggestions and all comments are discussed at our practice meetings.

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – January 2017 Results:

253 – Extremely likely (to recommend Westgate Surgery to friends and family)

55 – Likely

4- Neither Likely or Unlikely

5 – Unlikely

7 – Extremely Unlikely

2 – Don’t know

In December 2016 we started using text messaging for sending out Friends and Family Test questions after patients had attended the surgery for an appointment in addition to submitting via the website or on paper. We would like to thank all those who responded. We value your feedback and suggestions and all comments are discussed at our practice meetings.

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – December 2016 Results:

144 – Extremely likely (to recommend Westgate Surgery to friends and family)

14 – Likely

4 – Neither Likely or Unlikely

1 – Unlikely

0 – Extremely Unlikely

2 – Don’t know

In December we started using text messaging for sending out Friends and Family Test questions after patients had attended the surgery for an appointment in addition to submitting via the website or on paper. We would like to thank all those who responded. We value your feedback and suggestions and all comments are discussed at our practice meetings.

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – November 2016 Results:

3 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – October 2016 Results:

7 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 –   neither likely or unlikely

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – Sept 2016 Results:

4 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – Aug 2016 Results:

10 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Likely

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – July 2016 Results:

3 – Extremely Likely (to recommend Westgate Surgery to friends and family)

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – June 2016 Results:

6 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Likely

Thank you to all the patients and carers who submitted Friends and Family Test responses

Friends and Family Test  – May 2016 Results:

5 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responsesF

Friends and Family Test  – April 2016 Results:

13 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – March 2016 Results:

27 – Extremely Likely (to recommend Westgate Surgery to friends and family)

2 – Likely

1 – Unlikely

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – February 2016 Results:

8 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Likely

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – January 2016 Results:

4 – Extremely Likely (to recommend Westgate Surgery to friends and family)

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – December 2015 Results:

5 – Extremely Likely (to recommend Westgate Surgery to friends and family)

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – November 2015 Results:

7 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – October 2015 Results:

15 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Extremely Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – September 2015 Results:

11 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Likely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – August 2015 Results:

15 – Extremely Likely (to recommend Westgate Surgery to friends and family)

2 – Likely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – July 2015 Results:

27 – Extremely Likely (to recommend Westgate Surgery to friends and family)

4 – Likely

1 – Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – June 2015 Results:

14 – Extremely Likely (to recommend Westgate Surgery to friends and family)

1 – Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – May 2015 Results:

21 – Extremely Likely (to recommend Westgate Surgery to friends and family)

2 – Likely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – April 2015 Results:

40 – Extremely Likely (to recommend Westgate Surgery to friends and family)

2 – Likely

1 – Unlikely

Thank you to all the patients and carers who submitted Friends and Family Test responses.

Friends and Family Test  – March 2015 Results:

12 – Extremely Likely (to recommend Westgate Surgery to friends and family)

2 – Likely

Here are the cumulative results for January and February 2015, we will update this monthly and review any additional comments made in order to ensure we are providing the best possible care.

40 – Extremely Likely

8 –   Likely

1 –   neither likely or unlikely

1 –   unlikely

Friends and Family Test responses can be made in the surgery and posted in the box on the Reception Desk or on the home page of this website.

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Autumn 2016 Newsletter

Please read our Autumn 2016 Newsletter – it contains lots of important information and news about the surgery.

PLEASE CLICK LINK BELOW:

Westgate Surgery Newsletter Autumn 2016

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Vasectomy Service Patient Satisfaction Survey 2015-16

VASECTOMY SATISFACTION SURVEY 2015-2016

Westgate Surgery, Otley.

All patients were issued with a satisfaction survey;

85 of 85 were returned – 100% response rate which is excellent and much better than historically. Giving out the survey on the day of procedure has been a positive change in practice in terms of feedback.

Survey results;

Q1; Offer of choice  – 44 of 85  said yes – 52%

Q2 ; Information satisfactory 85 of 85 yes – 100%

Q3; convenience of appointment 70 of 85 Very Good, 15 Good

Q4; Staff attitude   84 of 85 Very Good, 1 Good

Q5;Information during consultation and the procedure 85 of 85 Yes and 100% easy to understand.

Q6; Local anaesthetic work well 85 of 85 yes

Q7; Post procedure information 85 of 85 happy with this information

Q8; Friends and Family rating of service 85 of 85 Very Good and would recommend the service.

Sample of Comments; “Nothing could have been better” “Great service, Great Staff” “Very professional at all times made me feel very comfortable” “Staff were brilliant at relaxing me during the procedure” “Everything was first class” “Staff were great, Thank you” “Fabulous, amazing, personal”

“Friday would have fitted better with my diary”

We also send a reminder for the semen analysis at 16w post procedure with a slip to return with details of any complications after the procedure. We have not received any of these in the past 12m. Nor have we had any letters from secondary care with details of any post-operative complications during this period.

 

Reflection;

One patient mentioned having the vasectomy done on a Friday – the literature we send does mention the offer of appointments at times other than our usual Thursdays we try to be flexible for patients.

We have started doing some sessions on a Friday afternoon which is proving popular.

Overall we are delighted with the results of the survey and the lack of reported complications. The change to handing out surveys on the day has been very positive. The written feedback is outstanding and as a team we are delighted that patients feel so pleased with the service we provide.

We will continue to strive to provide the best possible service for the patients attending.

 

 

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Online Services Update March 2016

In addition to ordering your repeat prescription and making routine GP appointments patients are now able to access a summary of their medical record and more detailed coded information that is held on our clinical system.

With online access you will be able to:

Book, cancel or check appointments
Request repeat medication
Update address and telephone number details
View a summary of your medical record (Current and past medication and allergies and sensitivities)
Detailed coded medical record – NEW March 2016

If you would like access to our online services and the additional option of viewing your summary record please come into the surgery to register with photo ID so that we can confirm your identity before enabling access and printing a username and password to use via the SystmOnline button on the home page of our website. If you would like access to your more detailed record please first register for the online service as above and then you will have the option to request access to the detailed record via the online service.

 

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Westgate Surgery Update – OneMedicalGroup

Westgate Surgery Update

 

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Electronic Prescription Service – commences 09/12/14

Please take a look at the information below about this new service commencing on Tuesday 9th December. Due to the adoption of this new service repeat prescriptions requested in week commencing 8th December may be slightly delayed. Please accept our apologies in advance for any inconvenience this may cause.

Electronic Prescription Service – overview

EPS Patients Leaflet – more detailed information

 

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Contact Details

Surgery Telephone Number:
01943 660533

Please ring 01943 660533 for Appointments, Visits, Results* and General Enquiries.

*Please note that Results can only be given out between 3.00pm-5.00pm.

Telephone Change: Please ring 01943 660533 for Appointments, Visits, Prescriptions*, Results* and General Enquiries.
Click here for more info