Gladstone Street, Ilkeston, Derbyshire, DE7 5QS.   Tel: 0115 932 0248, Appointments :0115 850 8880

Patient Survey Action Plans

Our Patient Participation Group conducted a patient survey in January 2014. Below we have listed your comments and the actions plans drawn up from them.

Survey says…

Disable Seat would be grand. Higher ones

  • Better seats for Elderly and invalids
  • Bench seat too narrow and no arms.
  • Seats not appropriate

Our Action…

  • 2 seats for disabled with arm supports purchased in July 2014. Notice above re reserved for disabled patients.
  • Bariatic chair purchased to comply. All seats with split covers replaced – July 2014

Survey says…

 Brighter colours very dull compared to other doctors.

  • Area dull
  • Dull dismal waiting area

Our Action…

  • Walls repainted in lobby and waiting room.
  • Childrens area with mural and wipeable toys.
  • Teen Zone noticeboard.
  • Cluttering notices removed.
  • Notice boards labelled.

Survey says…

More toys for the children

  • Need more toys
  • A better childrens area, if people could donate any old toys and books etc.

Our Action…

  • Children’s area with mural and wipeable toys. We are restricted to what toys can be present to minimise spread of infection.

Survey says…

  • Some books.
  • Lack of magazines.
  • It’s always seemed OK to me but a few magazines would be good

Our Action…

  • Limited action possible due to infection control risk. Leaflets and information folder updated. We are investigating possibility of TV screen with Clinical Commissioning Group
  • Cups to be near the water machine
  • Due to children playing around cups and making a mess in the area we are no able to change. However we have instead made the label with a politer message if people would like some water.

Survey says…

  • A buzzer in reception

Our Action…

  • Staff will put bell out when they are in the back office away from reception.

Survey says…

  • Very difficult to hold a private conversation in reception area. Sometimes it is embarrassing

Our Action…

  • Notice put up to request other patients to stand back for privacy for the patient at reception. Also a notice to remind patients a private area can be made available if they want to discuss something privately.

Survey says…

  • Would like to see male nurse and /or receptionist

Our Action…

  • Unfortunately we cannot discriminate in our recruitment policy under Equality and Diversity law.

Survey says…

  • Reception desk too high

Our Action…

  • Reception desk now lowered and the width of ledge widened to make it easier for patients to lean on to write.

Survey says…

  • When phoning you have to wait too long
  • Wait too long to answer phone

Our Action…

  • We have looked into changing the telephone system but this is not practical. We have organised a rota to prioritise which member of staff answers the phone with back up. We have given all admin staff telephone answering training.

We would like to thank you for all your suggestions and comments, and we would like to thank our patient participation group for conducting the survey. If you would like to join our patient participation groups please see the Patient Participation Group notice board in the waiting room.

June 2014