Opening Times

Monday 08:00 - 20:00
Tuesday 08:00 - 20:00
Wednesday 08:00 - 18:30
Thursday 07:15 - 18:30
Friday 08:00 - 18:30
Saturday Closed
Sunday Closed

Telephone:01782 276999
Fax:01782 729134
Out Of Hours:111

Audley Health Centre,
Church Street,
Audley,
Stoke-on-Trent,
ST7 8EW

In a genuine emergency you should call 999. Chest pains and/or shortness of breath constitute an emergency. If you need a doctor outside of normal surgery hours, please phone the out of hours number above and you will given the healthcare advice you need or direct you straight away to the local service that can help you best.

Survey Results

Audley Health Centre: Patient Survey Results 2016

Audley has an active patient participation group, the Audley Patient Panel, consisting of 13 patients who are nominated and then invited onto the group. Audley’s population is predominantly white British with very little ethnic diversity.

The current age range is 40-75 with a mix of male and female representatives. We also have access to the broader membership group set up by the CCG via email and have invited views on occasion.  Increasingly, both the practice and the PPG are developing wider relationships within a geographical locality (Newcastle North) as National plans for working ‘at scale’ develop local momentum.

Areas of priority were agreed with the patient panel. The patient group canvassed opinion from patients and the practice canvassed opinion from the extended practice team, including reception and administration staff, and considered themes from complaints, significant events and previous GP national and practice survey results.

The patient survey was developed and the final version discussed, modified and agreed at a Patient Panel meeting in summer 2016. The survey was carried out in October 2016, surveying 450 patients who had attended the surgery over a 2 week period. Specific questions were not asked about individual clinicians as these will be gathered using the RCGP patient questionnaire in order to be compliant with revalidation.

Survey results were analysed and distributed to the practice and members of the patient panel. The results were then discussed at a patient panel meeting on 11/1/17. The practice opening times are Monday to Friday 8.00am-6.30pm with extended hours on Monday and Tuesday evenings (6.30-8.00pm) and Monday mornings (7.15-8.00am). Practice services can be accessed in person or via 01782 276999. Appointments are also available to book via the practice website.

 

 

 

 

 

 

 

 

 

 

 

 

Analysis of Survey Results 2016

Health Centre

Cleanliness of the health centre was rated as good or excellent by over 96% patients; this is similar to the previous year’s result of 97%. Seating was rated as good or excellent by 92%. The cleaning staff continue to provide an excellent service and should be congratulated on these results. Action: PM to share this with the domestic staff.  Displays were rated as good or excellent by 89%. We discussed that an increasing number of posters and flyers are being put up- these are not always laminated and are now covering the front of the reception desk and spoiling the appearance. Action: to review the current content of posters and displays and remove any that are out of date or unsightly. All future posters should be laminated.

Disabled access was reported as good or excellent by 92% who responded to the question (144 responses in total).

The clarity of signage was rated as good or excellent by 91%. This was an area considered as part of the practice becoming ‘dementia friendly’ so this result was reassuring.

There was a similar level of satisfaction relating to efficiency and timeliness at the reception desk compared to the results of 2013, 2014 and 2015. 91% rated the way they were treated by reception staff as good or excellent, an increase on 88.7% in 2015. 68% rated this as excellent. Action: to feedback to staff.

Over a number of years, we have worked to promote the availability of the confidentiality booth. This year we altered the wording of the question in order to better understand the specific issues. When asked if patients could access the confidentiality booth if they needed to speak in private, 92.7% respondents reported this as good or excellent (220 replies).

Appointments

Satisfaction in all aspects of the appointment system is broadly similar to previous years.

69% rated the ability to get same or next day appointments as good or excellent (76.7% in 2015; 73.1%  in 2014; 68.1% in 2013); 72% rated the ability to get same day urgent appointments as good or excellent (71.3%  in 2015; 73.6% in 2014; 68.8% in 2013; 73.8% in 2012); 64% rated the ability to get advance appointments as good or excellent (65.6%  in 2015; 67.1%  in 2014, 62.4% in 2013; 70.4% in 2012); being able to see the doctor or nurse of your choice was rated as good or excellent in 70%  (64.9%  in 2015; 65.1% in 2014; 60.6% in 2013; 73.6% in 2012). The appointment system being easy to understand was scored good or excellent by 75% (77.6% in 2015; 78% in 2014; 68.6% in 2013; 81.3% in 2012).

We continue to perform well with same day urgent access and our appointment system appears to be well understood by patients completing the survey. Of note, the patients completing the practice survey have successfully navigated this system and been given an appointment so this needs to be considered.

The ability to get same or next day appointments and advance appointments appears to be rated less well than previously which is surprising as we currently offer well above the average number of appointments for our population. We are exploring ‘navigation’ which aims to give patients the most appropriate appointment first time and this may improve access. We have increased the number of telephone consultations and will evaluate the success of this.

A long debate was had about the quality of current access and options that may improve this. Action: we will explore using ‘patient on line’ for same day appointments in addition to the care navigation described above. We will consider phone access again as part of the care navigation work.

A specific question asked about the time patients had to wait before seeing the doctor. 82% reported that they were seen within 20 minutes of their allocated appointment time. Of note, of those patients waiting more than 20 minutes, 76% reported that they were not informed by the receptionist of the delay. This was discussed by the reception staff and clinical staff. Action: clinicians to send a screen message to all available admin staff to highlight if running more than 20 minutes late and reception staff would then inform patients.

On-line appointment booking

Of the patients who used on-line access, 73% rated it as easy or fairly easy to use.

Of those not registered to use the system, 12% had no internet access, 21% had not got round to it, 29% preferred to book via telephone, 8% were not available that the system was available and 31% gave no response.

Action: to promote again in the surgery, using Audley News and the practice and patient FB pages. To explore having a drop in session where patients can be taught to use the system and get registered on the day. The PPG queried why registration cannot be done straight away if the patient has the correct ID- PM to explore this.

Consultation

Patients rated the doctor or nurses ability to explain the problem as good or excellent in 82%. The same proportion (82%) rated the ability of the doctor/nurse to help them take control/ make decisions about their condition as good/excellent.

Services

Patients have the ability to access phlebotomy services at the practice or at a local community hospital. Increasingly, patients have been actively signposted to Bradwell in order to protect practice appointments for patients who cannot travel. A question was included in the survey to understand the patient experience and to highlight any differences.

58% of respondents were referred for a blood test.

43% had attended Audley; 56% had attended Bradwell.

95% rated the service at Audley as good or excellent (72% excellent) compared to 88% at Bradwell (53% excellent, 2% poor).

 


Action Plan 2016

 

ACTION BY WHOM BY WHEN ACHIEVED?
Continue to promote the confidentiality booth and ask others to respect privacy in the queue Reception and patient group

Consider new posters

Reword question for next years survey

Summer 2016 completed
Promote use and educate patients in the use of self check in machine Patient Panel during flu campaign November/December 2015 completed
Continue to promote the patient panel and practice locally via the Audley News Patient Panel with J Stokes Ongoing ongoing
Access

Continue to review access to appointments on a regular basis

Consider how to signpost patients to most appropriate person

Promote use of on-line ‘comments’ which may assist with this

Promote use of ‘on-line’ appointment booking once system migrated

J Stokes with partners ongoing Ongoing

Exploring the role of ‘navigators’ at the front line to signpost patients to the most appropriate appointment

Give positive feedback to domestic staff J Stokes directly and via managers December 2015 completed
Give positive feedback to reception staff J Stokes directly December 2015 completed
Ensure seemless switch in GP IT system with minimal disruption to patients Whole practice team February 2016 completed
Once new IT system embedded, develop new website with improved functionality PM with GP’s linking with patient panel Spring 2016  

 

Actions following 2016-2017 survey

ACTION BY WHOM BY WHEN ACHIEVED?
Promote use and educate patients on on-line access Patient Panel

Audley News

Facebook

Consider ‘drop-in’ session to promote

 

March 2018  
Continue to promote the patient panel and practice locally via the Audley News Patient Panel with J Stokes Ongoing ongoing
Access

Continue to review access to appointments on a regular basis

Consider how to signpost patients to most appropriate person

Promote use of on-line ‘comments’ which may assist with this

Promote use of ‘on-line’ appointment booking once system migrated

J Stokes with partners ongoing Ongoing

Exploring the role of ‘navigators’ at the front line to signpost patients to the most appropriate appointment

Give positive feedback to domestic staff J Stokes directly and via managers February 2017 completed
Give positive feedback to reception staff J Stokes directly January 2017 completed
Review waiting rooms displays and posters PM with patient panel April 2017  
Inform patients if clinicians running late Clinicians and admin staff January 2017 completed

 

What Our Patients Say

MB gave Dr R J Page & Ptrs a rating of 5 stars

I would like to thank all staff especially the doctor for all their kind attention and help. I have received fabulous care over the past few months. 

Visited in February 2016. Posted on 18 February 2016

Ruth Selwood gave Dr R J Page & Ptrs a rating of 5 stars

I cannot praise this practice enough. The doctors, the nursing staff, the receptionists are all friendly, warm, caring, compassionate and nothing is too much trouble. They go out of their way to help and if they can’t help they will give you information on someone who can. The staff are fantastic and there should be some kind of recognition for them. 

Visited in December 2015. Posted on 09 December 2015

Neil Travis gave Dr R J Page & Ptrs a rating of 5 stars

Excellent practice always able to get an appointment using the on line system and first class treatment especially by one doctor. Feel very privileged to have this service available. Keep up the good work. 

Visited in December 2015. Posted on 21 December 2015

SSY gave Dr R J Page & Ptrs a rating of 5 stars

Me and my family have always thought this surgery and its Doctors to be outstanding in every way, we have been to other surgeries years ago but attention to detail and good bedside manner are always achieved when anyone visits this practice.

They are compassionate, patient, consistent and helpful every time, and I am so thankful that we have this on our doorstep, when we have heard friends and alike talking about their surgery they have never talked about their surgery as being as good in so many ways, Audley Health Centre is by far both modern and traditional, in fact I wouldn’t move house because I have such a good surgery for fear of ending up with something of a lower standard and less accommodating.

Keep up the good work.

Truly grateful!

The Yates family

Visited in October 2015. Posted on 14 October 2015

peter snell gave Dr R J Page & Ptrs a rating of 5 stars

I do not go to doctors as a rule but i have had need recently and i must say the care and help has been wonderful. My GP has to me been outstanding from the arranging of visits to Cobridge hospital ,their care was just fantastic, and to Haywood hospital, absolutely great, and visit to my home. Really top marks. peter snell Thank you

Visited in October 2015. Posted on 21 November 2015

Y Powell gave Dr R J Page & Ptrs a rating of 5 stars

I had the same doctor throughout my pregnancy and they were absolutely fantastic. Any worries or concerns I had, they listened and I felt as if they genuinely cared and didn’t see me as just another patient.
Unfortunately now I have moved out of the area and am having to find another GP and am devastated.
Fantastic doctor!

Visited in July 2015. Posted on 28 July 2015

Anonymous gave Dr R J Page & Ptrs a rating of 5 stars

my Mother has been a patient at Audley Health Centre for a number of years and during this time the doctors have been excellent. The past few years her illness has made surgery visits impossible so home visits by a GP were needed. At no time did a GP refuse to come out and she was treated with a great deal of respect at all times. She passed away on the 6th June aged 95 and the surgery phoned me to arrange an interview with her doctor. I met them today and they explained very sympathetically about bereavement and how it affects people and stressed that the practice was there should I require someone to talk to. I would like to thank all at Audley Health Centre for the caring way my bereavement has been handled.

Visited in June 2015. Posted on 17 June 2015

Anonymous gave Dr R J Page & Ptrs a rating of 5 stars

Last Friday both my husband I needed to make emergency appointments – between our first call to the surgery at 8.10am and 1pm we had both been seen by doctors and had our separate conditions taken very seriously and examined thoroughly ; both of us had been referred for blood tests and had blood taken (the service at Bradwell is brilliant) and my husband had had a chest xray (the walk in centre was also excellent) and had returned home.
A thoroughly efficient experience especially when there are so much negative media on the availability and service offered by GPs.

Visited in January 2015. Posted on 22 January 2015

Anonymous gave Dr R J Page & Ptrs a rating of 5 stars

We have been with them since 1986 and don’t feel the need to change. They are brilliant.

Visited in January 2015. Posted on 31 January 2015

Anonymous gave Dr R J Page & Ptrs a rating of 5 stars

At a time when the media are demonizing the NHS here is proof that things can splendidly & that most of the staff truly care.

Visited in September 2014. Posted on 07 October 2014

Anonymous gave Dr R J Page & Ptrs a rating of 5 stars

The nurse is an extremely helpful compassionate and caring person. My daughter is usually petrified of needles. This nurse has over come her fears today after years.

Nothing is ever too much trouble. This nurse is an absolute credit to Dr Pages surgery.

I can’t thank her enough.

Visited in August 2014. Posted on 01 August 2014

Marjory gave Dr R J Page & Ptrs a rating of 5 stars

Over the years lived in many towns and have had a lot of Dr’s. I have to say never have I come across a surgery where everyone is helpful, from the reception, the nurses and doctors. It is such a cheery waiting room, i’m sure that is where the healing begins. Keep up the good work and thank for saving my life.
Visited in July 2013. Posted on 14 July 2013