What would you like to change about your GP practice???

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Following on from other threads about having it in for their GP surgeries, wanting to kill GP etc - what things would you like to change about your GP practice (within reason!)? What would increase your satisfaction as a patient?
Can be about doctors/nurses/receptionists or systems etc

Out of interest - but also for a project I'm doing about increasing patient satisfaction, so would really appreciate replies. Also other GPs might read and make changes (possibly)

TIA

also, hate the systerm they have where you can get an appointment for that day, but you can't book days or week in advance because of some scheme where they have to have appointments available on that day or the next.

ramble ramble

ooh, and they used to be open on Saturday mornings and aren't any more.

For more nurses to be available. My DD (now 6 months) hasn't had her 3 month jabs because the next available appoinment is so far ijn the future by the time it comes I've completely forgotten.

Then I think about ringing for another but can't find the time to hang on the phone for half hour waiting for someone to answer.

And in any case I don't want a repeat of the last time when my 2 month old was carried and my 19month old refused to walk, getting more and more stressed out by the long wait and by this time headbanging the floor. Eventually I got him to compose himself to be then told with glee by the receptionist that we had now missedoutr appointment and would have to wait another 20 mins.

At which point I went outside and got the 'banned' double buggy and would have run her over if she'd made a comment.

The lovely nurse gave both miserable DS and me a piece of chocolate from her own handbag when we both turned up in tears.

So, will I go to the jabs appointment next Tuesday? I want to, but the thought makes me feel sick. I don't like confrontation.

i wish it was nearer thats all.

we travel 20 minute car journey(no bus route near it)to our gp instead of one 5 minutes walk away.id never change though.

Another receptionist bashing thread!!?...that is 3 in 3 days...aaargh....

ooh and my pet hate, recorded messages that go on forever, there should be an option to override them.

or at least a 'you are the 11th person' waiting type message. it takes longer and longer to get through now, not great at school run time.

A friendly receptionist would be a good start. One who doesn't speak to you like you're inconveniencing her by saying you / your child is actually ill now and needs to see a GP that day.

I'd like to be able to book a non emergency appointment within less than three weeks. I don't want to have to hassle the receptionist so that I can get a routine appointment that fits around work hours.

I'd like to be able to see the same doctor each time. Over the last 12 years with one surgery, I've seen one GP three times and another two twice. Apart from that it's different every time.

And most of all, I'd like to be able to talk to a GP who doesn't say "hmm, it's just post viral syndrome. You'll get over it". So, 5 years later, I haven't... And they still just look at me like I'm annoying them.

I'm not agressive usually, but mine truly DO need bashing.

You need to be able to leave a message. Ours says 'sorry we're closed' followed by emergency hours details and then hangs up.

There are BIG signs in the surgery telling you to cancel appointments, but how can you if no-one answers and there is no message service?

Excellent, a really good idea for a thread, started off with good positive ideas and has deteriorated into GP bashing. Well done all!!

I would change nothing whatsoever, we get appointments within a reasonable time. If I've ever needed to phone the GP, it's been easy to do and we are often asked to report back on something by telephone. We don't have to sit for longer than a few minutes for appointments and the receptionists are all very nice.

We live in the country, this was not my experience in a city.

Need saturday morning appointments not just for urgents but also for those who travel to work and don't get home till after GPs are closed.
Btw our receptionists are really helpful - trying to make up after they once asked me to leave my severely disabled dds' pushchair outside. Boy were they embarrassed when I pointed out she couldn't even sit up let alone walk unaided!

Receptionists at my GP are very rude!
The appointments are always 30 to 40 minutes late,even with dd having 39 temp!and then giving me evils for being 7minutes late!

Saturday morning surgery as even though you can email for repeat prescriptions you have to go and pick them up and this is just a waste of time and nearly impossible in the week.

Seeing the same doctor would be useful, not someone who looks about 14 and has the bedside manner of a (er) 14 yo.

Being able to book an appointment without the ring back at 5.30/tomorrow morning syndrome (had this once at 5.15, what a waste of time).

Oh and not being asked "what do you think is wrong, and what do you want me to do". How the bleedin' hell do I know, you're the doctor, sonny boy.

reception staff that are polite would be a refreshing novelty here

Our GP Practice has advanced book appointments and always some available on the day.I have never not been able to get an appointment if necessary.This is not the case at previous GPs I have been with in the past.This is by far the most important thing along with a team of good GPs you have confidence in.

Alot of practices really don't seem to have enough GP appointments available.Ours has reintroduced Saturday morning clinics which is definately a plus.

Agree with email appointments being a good idea.

Our GP system for booking in when you arrive for the appointment gives you a delay time to seeing the GP which is a good idea.

Although I know they are general practitioners it would be a good idea to know if a particular GP has a specialism/interest such as sports injuries,paedriatics as you only tend to learn this by word of mouth and this can increase patient satisfaction.

I am happy with my GP practice and the receptionists are good.I think the receptionists just reflect the ethos of the practice as how they are with patients must come from their GP's direction and monitering.

I would like at least ONE female doctor. There are 3 men at our surgery. I have one sore boob, and I would have been and had it checked by now if there'd been a woman.

My GP's receptionists are fab - but then they've had a lot of training - they spend two hours a fortnight - for which they close the surgery retraining everyone. And it matters. You can tell the difference, they smile at you, are warm and efficient and even when busy do acknowledge you and apologise for keeping you waiting.

I worked as a receptionist at an out of hours service during the evenings while I was a student - patients are fecking rude as well you know!? The amount of patients who went for the 'I have rights you know, you can't make me wait twenty minutes while the GP rescuscitates the old duffer who collapsed in the loo - I have a boil on my bum you know?' line of attack was astounding .

Ironically, it was the parents who sat and waited politely who tended to have the really sick kids and the ones who ranted and raved who had the kid with a cold .

There's so much NHS bashing so I thought I'd post a positive post!

I love my GP's- I can get seen on the same day, don't have to wait long, the receptionist is fab and is my neighbour (maybe that helps LOL), they were sooooooooo good when I ran in there in floods of tears when my DS fell off the bed, they did my antenatal bloods so I didn't need to drive all the way to the city, they referred me for an early scan when I was worried, my HV is top notch and it's only 5 minutes walk away.

Best GP's I've had by far

My GP receptionists recently told off the old biddies for tutting at me nursing DS as well. Another brownie point for them.

Can only make appointments at 8.30am same day. Because nobody is desperately trying to get to work/school . Phone at 8.30 and 10 seconds and there are no appointments left.

The receptionist then asks you if it is an emergency. How the hell would I know? Haven't got a degree in medicine, that's why I want to see a doctor.

If you are lucky enough to see a doctor they are very good.

This is all really useful - some things I knew already, others good points I hadn't thought of.

this is going to be along post so am not going to bather corretc typos and punctutaion - sorry in advance.

just to come back on a few points. I am a GP and a mum, married to another GP and we both love our jobs> We have also been on the other side with a sick relative - a missed diagnosis by GP and terrible communication from hosiptal. We both feel passionately about communication and being patient centred, and agree that there are a few shoddy GPs and nasty receptionists out there, and things needs to change - hence this thread - just gathering ideas at the mo. If you really believe something is wrong with your practice then write a letter to the practice mamanger suggesting alternatives. if you have a bad experience, complain.

ok here goes:

often you can do prescriptions online - you should def ask your surgery why they
don't do this, and if they can. can you ask your surgery to fax/send the script over to local chemist so you can pick up on saturday?

the whole "what do you think is wrong?" question come from a consultation model where you consider patients ideas concerns and expectations. it is actually VERY useful to know this, so you can deal with the patients concerns as well as what the doc thinks the problems is. for example if 40 yr old smoker comes in with a cough, and it is obviously a chest infection you can treat accordingly but the patient is worried it may be lung cancer - but you need to know they are worried about that before you can allay fears. the question could be phrased better - i often ask - is there anythign you are concerned this might be, so i can address that - or have you had any thoughts on how you might want to treat this so I can offer the choice that suits you best. patient choice and involving the patient has been shown to strengthen the doctor patient relationship, and increases concordance and compliance (ie more likely to take meds,and finish course)

tigerdriver - there are now out of hours surgeries - and the practice can choose what hey do - some practices are doing appts up to about 830pm or starting at 7am, and some are doing weekends.

can't remember who raised this - your surgery prob does telephone consults. if your child has been sick for 2 days and you can't get an appointment then ask to speak to a doc and explain the problem and they will usually fit you in as an emergency extra.

re appointments. it is a nightmare. the govt said all patients must be seen within 48 hours so some practices deal with this by releasing all appts on day so that target is reached, i personally think that is ridiculous, and my practice has a mixture of appts released 3 weeks in advance, 1 week in advance and then has a telephone triage on the day where you will sepak to a doc and get an appt, usually with doc of your choice if they are working that day , if can't be dealt with on the phone.

receptionists - vary! it is a very stressful job, trying to please patients, docs etc and protect few appts. but some need communication training and being nice and explaining why things are difficult would go a long way. some are WONDERFUL however.

I feel most of it boils down to communication, you can't predict how late you are going to run, because you have no idea what is coming through the door. if you have a sick asthmatic child who needs nebs etc you can't just say - sorry your 5/7/10 mins are up now, and the same with a suiciadal patient. But the receptionsit could explain to waiting pts - there was an emergency so you can expect a x minute delay etc, would you like to rebook or wait?? medicine is unpredicatble and not everything fits nicely into 10 min slots so sometimes delays are unavoidable. what patients could do to help - is if you have a list of things say it all at the beginning so there are no surprises after 9 mins (a classic is , as pt walking out door - oh and another thing i've got a breast lump, or - can you ehlp me with my impotence). if you want to discuss several things make a double appt. I have to say many pts complain about the wait but then get shirty if you can't go on longer than 10 mins - therefore increasing wait for everyone else!

about the comment - come back if it gets worse - this is safety netting and hugely important. some people think that they can't go back as the problem has been diagnosed and they are on treatment, so don't want to bother doc again, but things change all the time, diagnoses are not always obvious initially (eg meningitis can look like a cold to even the best paed in early stages and GPs lie awake at night stressign about this (or maybe its just me...) i read a heartbreaking story on here about a child who died as mum wasn't told to go back if things got worse, and feel compelled to spread the message - if things change - call again, if you're not sure or worried - then call again.

warthog -pregnancy prescription card - have you filled out he form for free scripts - ask GP for one and then send it off yourself!

We have a sign up in our GPs saying that if you have two complaints, make 2 appointments. But this is ridiculous surely, since the GP needs to see the whole person and the full ailments in order to diagnose correctly?

The come back if things get worse is annoying when you are going for some kind of treatment. GP's appear to forget that patients time is precious too and having to go and see them is blardy inconvenient. If you've made arrangements/cancellations/got babysitters whatever to attend an appointment you don't want to be sent away to do the whole thing again a few days later do you?

Twice now I have taken my DS to be told come back if it gets any worse, to be told the second time 'you have a very ill little boy'. I've been very angry that he was allowed to 'get' very ill.

Oh, and one final thing. One GP won't stop talking. I dread seeing him because it's like he's locked in an isolated cell and I'm the first person he has seen for 6 years.

He is very sympathetic to be fair, but anything I present with he has to tell me a funny story about someone else with the same problem. I literally have to put my coat back on and inch to the door whilst he is still talking at me .

He's a nice guy though overall

snowlight. hilarious about the GP who won't stop talking. it takes all sorts. bet he doesn't run to time.

about the come back thing. its difficult. your GP isn't saying we won't give any treatment until its v bad, but just that right now at this particular time, this doesn't need antibiotics, for example, it looks viral. sadly illness/patients do not come with little red flags on them saying I need antibiotics NOW. often viral/bacterial can look the same all on fronts. giving antibiotics unnecessarily is bad for patient and for the whole community. patients especially kids can change very quickly, and they may for example get a superadded bacterial infection on top of a viral infection that causes a deterioration. so they might not need antibiotics or treatment at the time they were seen initially but things change. they are not doing it to make sure you come and see them again as they need the appointment! Only 1 in 20 cases of tonsillitis for example needs antibiotics and it is not always obvious which one does, and can be a judgement call. If you treat everyone with everthing jusdt in case, you get a lot of unnecessary side effects, harm, resistance and expense which could be spent on other things (govt budget btw not each GP practice)

I suppose if it was explained better (communication again) then you wouldn't mind as much