Quarterly Practice Report

 

Quarter 2 Report: April to June 2024

If you'd like a copy of our previous reports, please contact the practice.

Appointments

In April we had 342 missed appointments, 269 in May and 275 in June.

Combining all the missed appointments together, it resulted in our Clinicians and Doctors wasting 886 appointments and practitioner time.

Mode of contact when speaking with our Doctors and Nurses:

April
Face To Face Appointments

64%

Telephone Appointments

22%

Home visit

2%

Digital

3%

May
Face To Face Appointments

66%

Telephone Appointments

20%

Home visit

2%

Digital

3%

June
Face To Face Appointments

63%

Telephone Appointments

22%

Home visit

3%

Digital

3%

 

Call Data

Getting through to us on the phone can be challenging and we are trying to improve this for you.

Our phone system allows us to collect data as follows:

Total calls received
April

6432 vs last year at 5420

May

5814 vs last year at 6064

June

5365 vs last year at 6678

 

eConsults

When a patient submits an online consultation via the eConsult website, they can opt into taking a survey. Seven days after the consultation, the survey is emailed to the patient where they can provide details on their experience with the service.

Overall, how satisfied or dissatisfied were you with using the Consult Online service for your health assessment?

  • Very dissatisfied: 1
  • Fairly dissatisfied: 1
  • Neither satisfied nor dissatisfied: 0
  • Fairly satisfied: 2
  • Very satisfied: 3

How likely are you to recommend the Consult Online service to friends and family if they need similar care or advice?

  • Extremely unlikely: 1
  • Unlikely: 0
  • Neither likely nor unlikely: 2
  • Likely: 0
  • Extremely likely: 4

Were you contacted by the practice about your eConsult request in the stated timeline?

  • No, I was not contacted at all: 1
  • No, I was contacted late: 0
  • Yes: 6
 

Friends and Family Test (FFT)

Since the FFT was launched in 2013, millions of patients have submitted feedback.

We continue to encourage our patients to give feedback on their experiences of care and treatment so that the information can be used to drive continuous improvements and better address people’s needs.

Every month, we review the feedback that you have told us and discuss what we can do with your feedback to make a difference.

We call this ‘You said, We did’ – other people might call it the ‘so what factor’.

Many of you got in touch to share your experience of The Heron Medical Practice’s services and most of the comments are positive stories about how services have helped and supported you. These stories are just as important to us as the not so good ones.

Below are the summary scores for our patients who have completed the FFT recommending our services.

  • April: 92%
  • May: 94%
  • June: 89%

View our Friends and Family Test results

 

Reviews

I was seen 30 minutes late for my appointment.

Response: Our Doctors are working to a tight appointment scheme. Should one appointment run late, this would then have a roll on effect to the rest of their patients. We are sorry for the experienced delay.

I rang to cancel an appointment with the automated service and it took 5 attempts!

Response: We are sorry you experienced difficulty. Your report has been shared with our Practice Team to improve our automatic service line.

Reception was very helpful and the phlebotomist was really kind and understanding.

Response: We are happy to receive comments like this, thank you.

Nurse on time, friendly and dealt with timely

Response: We shared your feedback with our Nurse Team – thank you.

Asthma nurse went above and beyond both with treatment and reassurance. She even went to the pharmacy next door and collected the steroids for me to start taking.

Response: Your feedback will be shared with our Asthma Nurse. Thank you

 

Patient Feedback

Your feedback is extremely important to us. Telling us about your experience with the Practice (good or bad), means that we can better understand what is important to you, what we are doing well and where there are areas where we need to make improvements.

Give us feedback

I visited the Beltinge surgery suffering great pain with a hip problem after an appointment to see a specialist had been cancelled.

I came to the surgery to ask to see a doctor to ask if I could have pain killers. They were so helpful,kind and understanding. I left the surgery with an appointment for thenext day wonderful.

The names of these ladies was Emma and Sharon.

They are a credit to the surgery please convey my appreciation to them.

Your mission statement should be 'Always ready to help'. So special thankyou once again.

Just a message from patient: he wanted to send a massive massivethank you to Claire HC for all of her help regarding his diabetes.

He is ever so grateful for all of the help she has provided. He stated she is so incredibly kind and without her he wouldn't have received all of the help he has. I said I would pass on a massive thank you to her.

Patient wanted to pass on a praise for Dr Costello on behalf of herself and her husband. They said she was absolutely fantastic during their recent consultant and is a wonderful GP

A mother has just came to the desk to pass on how fantastic Dr Nnando was during her son's consultation

Dear Heron medical Practice.

I just wanted to send a quick note to give some feedback. On Friday I had an appointment with a doctor at St Anne’s, while I was waiting to be seen, a lady came into the surgery, who was very distressed. Your team address the issue with great professionalism and treated the lady with the upmost care, dignity and respect.

I really wanted to pass this on to you, as I am sure most of the emails you receive will be complaints and I think it is really important to call out where we see wonderful care and behaviours.

 

Wear it Green

We participated in ‘Wear it Green’ to raise awareness in May and raised money for a fantastic Charity.

 

Congratulations to our Value Awards Winners

Every year we give staff the chance to nominate a colleague who they believe embrace our core values and strive for success. We have 5 values and 5 winners have been selected! Well done

Published: Oct 31, 2024

Care Quality Commission
Rating: Good

St Anne's Surgery
161 Station Road
Herne Bay
Kent
CT6 5NF

Telephone: 01227 742226

Beltinge & Reculver Surgery
269 Reculver Road
Beltinge
Herne Bay
CT6 6SR

Telephone: 01227 374902

Hersden Surgery
St Alban's Road
Hersden
Canterbury
CT3 4EX

Telephone: 01227 710416

Facebook