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Welcome to South View Lodge GP Surgeries
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South View Lodge
Patient Survey
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South View Lodge Patient Survey
Getting an appointment
Replies to survey and ACTION PLAN (our replies in red)
Thank you to the many patients who have taken the time to offer us suggestions as to how we might improve access to the surgery.
It has been very helpful in helping us to focus our minds on how best to balance the needs of patients with urgent and routine problems of different complexity across a 52.5 hour week using a limited resource doctors and nurses.
This is not a problem that we expect to solve completely and change will take some time but we are confident that with your help we can make a difference and we have now agreed to take the following approach, based on your ideas:
1 Email
prescription requests YES - please make sure your request is clear
more use of email direct to GP YES - we shall revise the advice we give on our website to make sure that the ground rules are clear
email booking of appointments Not now, but in time we hope to offer direct booking on-line (see later)
2 Reception – staff ratios
at 8.30 (busy) YES – we shall look at how we improve access in this first half hour using all available staff, but more importantly by removing the need for there to be a rush hour mentality!
at lunchtime (closed) YES – we shall start negotiations with our reception staff about options for keeping the phones open
3 Priority service based on age, diagnosis, GSF, etc. This is an interesting idea but we would find it hard to draw up a strict list. We are however convinced that most of our staff already have a remarkable knowledge of our most needy patients and go out of their way to accommodate them. If any patient feels that their special needs are not being accommodated, then we would advise speaking to their GP
4 Telephone
Phone queuing with waiting times YES maybe - We shall investigate what our current system can do and if this is not possible, then we shall consider it when we next replace our system
More telephone appointments YES – we think that current telephone slots are under-used however and will address this through staff training. Our aim must be to offer patients the most time effective and convenient access, whether that be telephone or face-to-face.
5 On-line booking and Rxs This is something we would be happy to offer but we are limited by the IT system that the PCT provides. Because (unusually) our two surgeries share a common server for the our two patient lists this is not technically possible at the moment. If in the near future we change to a system called EMIS Web, then this should be possible
6 Appointments
Being able to make more future appointments to free up on the day appointments. YES we agree and will look at doing this
Encourage all doctors to any patient, especially minor ailments YES this is a matter of receptionist training, exploring a range of options and not just dealing with the patient’s immediate request
GP to make next appointment for patients they want to see again YES we should
Have no appointments system Some surgeries do this, but we think it would cause chaos at South View!
Say when are specific GPs available? All of our GPs are, to some extent, part time but rotas do vary and we would prefer that patients ask when ‘their GP’ is available and receptionists will help them
Open 1pm appointments in the morning? YES – we agree that it is silly to hold these back and will stop this as we review the whole pattern of appointments.
8.3.12
South View Lodge
Patient Participation Report
March 2012
Step 1: Establish a Patient Reference Group (
Recruitment of
The practice analysed its patient demographics and attempted to recruit patients by word of mouth, notice on the practice website and leaflets and posters in the waiting room. This approach produced a small handful of patients only one of whom expressed enthusiasm for a face-to-face meeting. Our moment of genius therefore was to move from actual to virtual and to promote an on-line email group with a new, direct approach to patients who have used our askdoctor email address. This proved much more successful and in addition to our email list we have had a continued trickle of responses in paper form that we incorporate into the process. Of the 21 members of the current e-mail patient group, five are not British/mixed which is broadly in line with the practice ethnic mix.
Step 2: Agree with the
In December the practice devised an on-line survey to suggest the possible issues of greatest interest to patients and promoted this to our identifed email group and on the practice website
Step 3: Collate patient views through local practice survey and inform
We received 11 responses which were shared with the PRG and from this list, access was clearly agreed to be our number one issue.
Step 4: Provide
The practice then asked all members of the PRG and others (via notice board and website) to suggest how we might improve our access. 15 suggestions were received under four general headings. These were discussed by the practice at a meeting on March 5th and an Action Plan written which has since been displayed in the waiting room, published on line and shared with the e-mail PRG (who were invited to confirm their approval)
DES Step 5: Agree action plan with the
Feedback to date (10.3.12) includes:
I have read the Action Plan and I think that it has gone as far as it can go at the present time. Thank you for the work and the time that you and your colleagues have taken on our behalf. Sincere best wishes.
I think all the suggestions are valid and the changes should make the surgery run more smoothly. I understand that online bookings although useful would be difficult to implement therefore it's valid to wait until you have appropriate software. Opening up afternoon appointments in the morning and having more flexibility with booking future/second appointments will be a great improvement. I'm glad I was able to help and have to say that generally I think the surgery is great and my doctor; Dr Ryan, has always been fantastic with me and helped me tremendously.
It is pleasing to see that views are being taken on board. The potential difficulties in some areas is understandable, but note they will be further considered when conditions change. I am however in agreement with the proposals you are carrying out.
I agree with the plan. I think it is really encouraging. Just one thing - as it is focused on access to GP, whether you could promote more on what your nurses and the health visitors do, which may alleviate some of the congestion. For example I am not sure exactly on what sort of appointments could be made with the nurse and imagine more than I think. Perhaps you could consider making it clear via information on the website, the voicemail on the telephone and info in the surgery which appts should be made with the nurse instead.
Thanks for the feedback. I’m in broad agreement with the plan and wish you and the team at SouthView Surgery all success in its implementation.
Hi. I think this looks good.
Plan looks very acceptable has you have agreed to look at most of the issues raised.
There have been no negative responses.
Step 6: Publicise actions taken – and subsequent achievement
This report was posted on the practice website on 10th March 2012 (revised 21.3.12).
James Heathcote (on behalf of both South View practices)
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Drs Matthews and Payne
Drs Heathcote, Holloway and Ryan
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Since 1967 South View Lodge has been the home of two GP practices working together under one roof.
The surgery is open between 8.00 am and 6.30 pm Monday to Friday and on Saturday mornings for pre-booked appointments only. The surgery is closed on Sundays and public holidays.
Surgeries are held every morning and most afternoons and evenings.
Consultations are by appointment only and can be made in person at reception or by telephoning the following numbers:-
Dr Heathcote, Holloway and Ryan 020 8460 1945
Dr Matthews & Payne 020 8460 1932
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Saturday Morning Surgeries
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We pleased to announce that the surgery is now open for routine doctor appointments on Saturday mornings.
Appointments will only be available by pre-booking and other services provided by reception, secretarial and nursing staff will not be available – i.e. there will be no nurse appointments, repeat prescriptions or general enquiries eg regarding results, referrals.
Urgent appointments will continue to be provided by the out-of-hours service EMDOC as usual. Please do not come to the surgery without an appointment and expect to be seen.
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South View accepts e-mail
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Your doctors at South View now accept e-mail messages and queries. Please use the e-mail address of your registered doctor and follow the guidance on this web site under “Other Information” :
For Drs Heathcote, Holloway and Ryan use: askdoctorhhr@nhs.net
For Drs Matthews and Payne use: askdoctormp@nhs.net
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TRAVEL CLINIC
Important information on the South View Travel Clinic is now included under 'Our Services' on the next page of the practice website.
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.New Schedule of Private Fees
Following instruction from the Bromley Primary Care Trust, the GPs at South View are no longer able to prescribe or organise NHS investigations for patients who have decided to undergo private treatment for infertility.
We are sorry that we are no longer able to help.
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Any service carried out by the practice which is not available on the NHS is charged for on a private basis.
See BMA guidance http://www.bma.org.uk/wa/patients_public/whygpchargefees.jsp
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Simple certificates
(e.g. for work or gym, child model)
£10
Freedom pass forms,
Short letters of support,
Confirmations of medical fact,
‘To whom it may concern’ letters
£15
Driving licence
£19
Passport witness signatures
Insurance claim (e.g. BUPA)
£25
Private consultations (per 10 minutes)
£40
Short medical (e.g. Taxi, LGV, PSV, Offsted)
£85
Full medical examinations
(e.g. pre-employment, kibbutz, adoption)
£110
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South View,
Bromley,
Kent,
BR1 3DR
020 8460 1945
020 8313 1423
