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             Important Changes at The Leys Health Centre

              Starting on Wednesday 4th February 2015


Dear PPG Member

As a result of patient feedback and consultation, we are changing our appointment system in order to try and improve the overall patient experience.


 The Leys Health Centre has been listening to its patients.

  • In the 2013 Patient Survey patients expressed their dissatisfaction with the current arrangements.
  • In the 2014 Patient Survey, more detailed questions were asked in order to understand patients’ views more fully. A full plan was then developed based on these results.
  • A face-to-face meeting was held with the PPG on 21st October this year in order to review the plans.
  • A further meeting was held on 25th October 2014, which was open to all patients, in order to announce the changes.
  • At both meetings patients raised a number of queries. The practice was able to show that all concerns were covered in the plan
  • Those who attended voted for the proposed changes to go ahead


Benefits to patients include:

  • More routine bookable appointments (including early morning)
  • Patients with medically urgent needs will be prioritised.
  • Medically urgent (GP and Specialist Nurse) appointments will be spread throughout the day
  • No need to queue in the rain, cold or heat for long periods.
  • All appointments will be at a set time, so no need to turn up and wait.


What does this mean for patients?

  • No ‘Walk-In’ (Open Surgery) appointments starting on Wednesday 4th February 2015.
  • Patients should continue to book routine appointments with their GP, nurse etc. as they usually do.
  • If patients have a medically urgent condition, and they need an appointment, they should telephone the practice on the day, preferably before 11am.
  • Patients will be asked to provide some basic information about their medical condition when they call to request an appointment.
  • The doctor will contact the patient by telephone and assess their condition. If it is medically urgent, they will be offered a same-day appointment.


What Next?


If you are happy with the proposed changes to the appointment system at The Ley Health Centre then you do not need to do anything. However, if you have any comments or concerns, then please send an email to Fiona Lodge at or send/bring a letter to the practice by 2nd January 2015, marked Fiona Lodge PPG, explaining your concerns.


                  Thank you for your continued support


 Susan Renn

Practice Manager

The Leys Health Centre




Dear Patients


As promised, we are now publishing the results of the recent Patient Survey with a suggested  plan of action, based on the results, for you to consider.

Survey Method

Just under 3000 patients were sent a text or email with a link to the practice website, inviting them to take part. As patients over 55 were not well represented among mobile phones / email users, a random group of 350 patients were sent surveys by post. In addition, surveys were distributed to patients during Open Surgery sessions as well as being made available at the reception desk.


Who responded?

304 responses were received before the closing date. This represents a 71% increase on 2012-2013.


Responders were aged from 16 to over 85. More than half were women. Most were British and English speaking (which reflects the practice overall). The majority (66%) used the health centre between 2 and ten times a year

What did you tell us?

Please read on for the key results and messages from the survey and our proposals for action on these points. If you would like to look at the detailed survey results, these are available on the practice website. (and click on ‘survey results’ on the right of the page, then Patient Survey 2013/14).


Many thanks to all who took the time to give their views.



Patient Access


Access to healthcare in general

·       Nearly three-quarters of respondents felt that access to healthcare services at the health centre was acceptable.

·       74% fed back that they had not experienced difficulty obtaining a home visit and 68% felt that visits between12.30 and 3.30pm were not a problem.

Access to GPs –urgent appointments

·         55% of those who responded disliked having to wait outside the practice for Open Surgery to start. However, a clear majority believed that they would not be seen the same day if they didn’t queue early or felt that they couldn’t easily get to see a GP any other way.

·         A number of strong views were expressed both for and against the current Open Surgery system.

·         Overall, 55% of patients agreed that the practice should develop an alternative to Open Surgery. 15% neither agreed nor disagreed. 17% disagreed.

        ACTION: Review current Open Surgery arrangements and develop an alternative that would:

a) Ensure patients who require urgent medical attention continue to be seen the same day

b) Remove the need for patients to queue and wait during Open Surgery

(Any changes would be advertised widely in advance and monitored closely by the practice to ensure things ran smoothly. Patients’ views would be surveyed again after any changes were implemented. The new system could be changed again if it did not meet the needs of patients.)

Access to GPs – routine appointments

·          Over half of those who responded to the survey wanted easier access to their own doctor or any other practice GP.

·         Over three-quarters of patients felt that routine medical matters could be dealt with by a practice nurse or health care assistant. Of the 22% who had seen a minor illness nurse over the last year, the same percentage indicated that they were happy with their experience.

ACTION :  As part of the review of Open Surgery arrangements, to explore ways of creating greater access to patients’ own GPs or other GPs at the practice.

Appointments outside ‘normal’ working hours

·         67% felt that the range of available appointments was ‘reasonable’ or ‘just about right’

·         However, if further access was available, a clear majority (74%) wanted additional GP appointments. There was a fairly even spread as to when patients would like these appointments to be, but with a slight preference for late appointments between 6-8pm on weekdays.

·         Additional appointments with practice nurses was a clear second choice with preferred times echoing those requested for doctors.

ACTION : As part of the review of Open Surgery arrangements, to try to provide a wider range of bookable appointment times.

Access to Podiatrists

·         Over a quarter of patients felt that access to podiatry services posed a problem for them or someone they know.

ACTION : While The Leys Health Centre does not have any direct influence over the provision of podiatry services at the practice, your comments will be passed to the manager of the podiatry service.



Practice Facilities

·         Improved privacy arrangements in reception and an improved phone system were the top preferences.

ACTION: If funding becomes available, improving privacy arrangements and/or upgrading the telephone system will be prioritised.


Health Education

·         65% stated that they would not want to attend a talk on health-related topics, but of the 23% who would attend such a talk, weight loss received the most votes.

ACTION: The practice will arrange a talk on at least one of the most popular topics during the coming year.


Additional Comments


Many patients took the time and trouble to provide additional comments. Thank you for all the positive and constructive views expressed. Please be assured that all comments have been read and will feed into any review process or be dealt with as necessary.


Due to the anonymous nature of the survey, where specific issues have been raised,

we cannot contact the parties involved. However, we would encourage anyone who has expressed particular concerns, to contact me directly.




For those of you who added comments about the lack of parking at the surgery, we are happy to say that, with the help of Val Smith (City Councillor), there is good progress which we believe will result in improved parking facilities.


Thank you from the Practice


The help of the PPG and the patients who answered the survey has enabled the Practice to think more about the service that we provide and what we need to improve. Thank you all for your time.


What next ?


Please take a few minutes to consider the results of the survey and the actions that the practice is offering to take in response to the wishes expressed in the patient survey. If you would like to comment please feel free to do so, preferably by email to or by post/hand to the surgery (marked for the attention of Mrs Fiona Lodge)


If you don’t have any comments, you need not reply and we will assume that you are happy with the survey results and the practice’s proposed actions.


However, it would be really good to have some positive confirmation that we are on the right track and that you would like us to go ahead as described above. To do this you could just send a one-line email with “Go ahead” in the subject line addressed to   or post/hand in a sealed envelope with the same wording on the back (marked for the attention of Mrs Fiona Lodge).


The deadline for all replies is 9am on 24th March 2014


Yours sincerely



Susan Renn

Practice Manager




Dear PPG Member
On 16th October 2013 the first face-to-face meeting of the PPG was held. This was to develop the PPG and also to establish the main themes for the 2014 Patient Survey.

In order to invite patients to attend the meeting:
  • The surgery was decorated with posters advertising the PPG meeting and inviting all patients to come and give their views.
  • Existing PPG members were either sent an email, text or contacted by telephone.
  • Details of the meeting were also posted on the practice website.
Topics Chosen

The views of those who attended the meeting were collected. We can now announce that the PPG members who attended the meeting voted for the following main topics for this year’s Patient Survey.
  • Building
  • Parking
  • Access to Doctors and Nurses etc
While parking was voted for again this year, we would like to exclude this topic from the 2014 Patient Survey, as we have an ongoing and very positive dialogue with both the Landlord and the local Council regarding a possible solution and funding for the current parking issues.
What Next?
If you are happy with the topics voted for, then you need not do anything. However, if you have any comments or concerns, then please contact us by writing to me at the practice or emailing by 11th February, 2014
The Patient Survey will go out by the end of February 2014. We will contact a random selection of patients to ask them to take part. It will also be available on-line (via the practice website) and in the waiting areas at the practice.
Susan Renn 
Practice Manager
The Leys Health Centre



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