Since it's implementation in 2004, the practice has always exceeded its aspiration targets in terms of the Quality and Outcomes Framework, which was designed to ensure that patients receive a good standard of healthcare.
In addition, particularly in terms of disease management, both the Department of Health and Wandsworth Primary Care Trust have implemented a number of enhanced services. These are delivered within the practice but are not compulsory; however, we feel that they are an important aspect to fulfilling patient well-being and have signed up for the following:
| Direct Enhanced Service Department of Health |
Local Enhanced Service Wandsworth PCT |
| Access Heart failure Alcohol Osteoporosis Learning disabilities |
ECG Phlebotomy Spirometry MMR catch-up Weight management Chlamydia screening Choose & book referrals |
The Patient Satisfaction Survey was introduced into general practice in 2004. Each year in August/September, we ask a random number of patients attending an appointment to complete a survey based on their experiences of the services we provide. The survey gives patients the opportunity to tell us how we are doing and make suggestions on improving the delivery of our services. As a practice which values communicating with our patients, we feel that it is important to tell you the results of the survey and our plans for implementing any suggestions.
When assessing our performance, we compare our standard with the benchmark set by the national questionnaire for GP practices in England and Wales. This is called General Practice Assessment Questionnaire (GPAQ). We are happy to report a selection of our results:
| Practice Care | |||
| Patients Satisfied With... | GPAQ Benchmark | 2007-2008 | 2008-2009 |
| Reception staff | 77 | 78 | 78 |
| Opening hours | 67 | 68 | 62 |
| Availability of a particular doctor | 60 | 72 | 73 |
| Phoning through to the practice | 59 | 72 | 66 |
| Personal Care | |||
| Patients Satisfied With... | GPAQ Benchmark | 2007-2008 | 2008-2009 |
| How well the doctor listens | 84 | 87 | 85 |
| How much the doctor involves patient | 81 | 83 | 80 |
| Ability to understand problem after visiting the doctor | 69 | 73 | 72 |
Once the results have been analysed, we:
Although we had reached the GPAQ benchmark in the majority of the categories, we were disappointed that our scores were slightly less in 2008/9 than 2007/8. As a result, we evaluated these areas and introduced the following improvements:
