Patient Participation Group

We would like to invite you to join our Patient Participation Group to give your views on our practice and how we can improve our services for our patients. The Patient Participation Group meets regularly and opinions and suggestions are freely exchanged at these meetings. We use the group to disseminate information to our patients and we hope that you will feed back to us your ideas via the group. You can feedback via letter or email.

Please send your comments and suggestions to:

Patient Participation Group
Oakenhall Medical Practice
Bolsover Street
Hucknall
Nottingham
NG15 7UA

or alternatively email us at nnicb-nn.c84095@nhs.net

Suggestions are also welcome through the comments box in reception.

Your comments and ideas will be passed to the group members, to be raised at the next group meeting. The next Patient Participation Group meeting is: 18 October 2022.

The Patient Participation Group would like to have representation from all age groups including our younger patients, so if you would like to join us please contact Lisa Ellison Practice Manager to express an interest.

We look forward to hearing from you.

Downloads
Patient Participation Report 2012 to 2013
Patient Participation Report 2013 to 2014
Patient Participation Report 2014 to 2015

Patient Participation Group Meeting 15/10/2015
Patient Participation Group Meeting 8/12/2015
Patient Participation Group Meeting 2/2/2016

Patient Participation Group Meeting 19.4.2016

Patient Participation Group Meeting 12 July 2016

Patient Participation Group Meeting 20 September 2016

Patient Participation Group Meeting 15 November 2016

Patient Participation Group Meeting 6 December 2016

Patient Participation Group Meeting 31 January 2017

Patient Participation Group Meeting 14 March 2017

Patient Participation Group Meeting 9 May 2017

Patient Participation Group Meeting 11 July 2017

Patient Participation Group Meeting 12 September 2017

Patient Participation Group Meeting 12 September 2017 Font 16

Patient Participation Group Meeting 7 November 2017

Patient Participation Group Meeting 13 February 2018

Patient Participation Group Meeting 8 May 2018

Patient Participation Group Meeting 17 July 2018

Patient Participation Group Meeting 4 September 2018

Patient Participation Group Meeting 23 October 2018

Patient Participation Group Meeting 20 February 2019

Patient Participation Group Meeting 15 May 2019

Patient Participation Group Meeting 18 June 2019

Patient Participation Group Meeting 10 September 2019

Patient Participation Group Meeting 8 October 2019

Patient Participation Group Newsletter October 2020

Patient Participation Group Newsletter April 2021

Patient Participation Group Newsletter July 2021

Patient Participation Group Meeting 10 March 2022

Patient Participation Group Meeting 27 April 2022

Patient Participation Group Meeting 16 June 2022

Patient Participation Group Newsletter August 2023

You "Said" - We Did

August 2023

You said:

During the 2023 GP Survey, that we would like more time during the GP Consultation.

We Did:

Increase GP face to face consultations from 10 minutes to 15 minutes.

May 2022

You said:

There is a long wait on the telephone for a receptionist to answer their call at 08:00

We did:

Increased the number of Receptionists answering the telephone at that time, by changing the reception desk opening hours to accommodate more calls being answered and shortening patient waiting times on the telephone:

Reception Desk 08:30 - 18:30

Due to the exceptional numbers of telephone calls the practice is receiving at 08:00 in the mornings, we will now dedicate all our reception team to manage the telephone calls to avoid any delay in waiting times where possible. Therefore the main reception desk will now open at 08:30 Monday to Friday.

Please use the self Check-In Screen to let us know you have arrived in practice for your appointment. If you have a medical emergency whilst in practice or need urgent assistance - please ring the bell at the Reception Desk and a member of the team will assist you.

December 2021

You Said:

• We are having difficulty accessing Ear Syringe appointments

We Did:

• Although this has been slower to accommodate than anticipated due to our efforts to prioritize patients who request urgent care services and vaccination during the Winter months, the practice is inviting those who are awaiting an appointment or will offer the opportunity to arrange further clinical review, with our Nurse Practitioner.

July 2021

You Said:

• We are having difficulty accessing blood test appointments.

We Did:

• Oakenhall Medical Practice has recruited a second Healthcare Assistant - the practice now offers an Healthcare Assistant clinic every weekday morning and Tuesday to Friday afternoons. The Healthcare Assistance are available for blood tests, Blood Pressure Checks, wound care, and immunisations such as seasonal flu, shingles and Vitamin B12 injections.

October 2020

You Said:

• Improve access for GP on the day appointments

We Did:

• Recruited a Nurse Practitioner - The Nurse Practitioner now offers 154 additional appointments for patients requiring urgent on the day medical advice each week. The Nurse Practitioner also offers appointment in our Extended Hours commitment between 7.30 – 8am on a Tuesday and Wednesday, dedicated health reviews of our patients with a Learning Disability and provides weekly reviews of our registered patients residing in local Care and Nursing homes.
  

Autumn Survey 2019 to 2020 Feedback of Action Plan

You Said:

• Availability of patient messaging system (online consultation) within practice computer system to reduce the number of telephone callers utilising the telephone system for routine requests e.g. Medical certificates (Fit for Work) for work.
• Book shelf in Reception Waiting area
• Music in Reception Waiting Area - to assist in patient confidentiality

We did:

• Online consultation implemented through NHS APP/Patient Knows Best
• The practice has purchased a bookshelf
• The practice has purchased a music system and music is now played in the patient reception waiting area.

Patient Participation Group Autumn Survey 2019 to 2020 Action Plan agreed by the Patient Participation Group:

• Availability of patient messaging system within practice computer system to reduce the number of telephone callers utilising the telephone system for routine requests e.g. Medical certificates (Fit for Work) for work.
• Book shelf in Reception Waiting area
• Child Friendly Corner with posters
• Music in Reception Waiting Area - to assist in patient confidentiality
• Monthly Health Promotion in Reception Area.

January 2020

We Did:

• Agreed to be a "Pilot Practice" for the NHS APP which will be introducing messaging systems between the patient and practice - April 2020 onwards.
• December 2019 - The practice has installed a new book shelf in the Reception Waiting Area.
• December 2019 - The practice has installed a CD player and are playing CD's in the Reception Waiting Area.
• The Patient Participation Group are leading on monthly health promotions in the Reception Area.

You Said:

• July 19: We are having difficulty accessing GP Appointments

We Did:

• Changed the morning surgeries to provide GP telephone triage/assessments. We have now increased number the GP telephone triage/assessments. Each day on average 50 patients are contacted by telephone by the GP to perform telephone triage/assessments.

You Said:

• July 19 We wish clarification of the options available on the telephone system.

We Did:

• Changed the telephone system to three options:
• Option 1 - Appointments and General Enquiries. Option 2: Results Enquiries Option 3: Home visit requests.

You Said:

• July 19 We wish more phlebotomy (blood tests) appointments

We did:

• We have trained one our Reception team to be a phlebotomist. She is now providing phlebotomy clinics at the practice on a Monday, Tuesday and Wednesday.

• January - March 19. Despite increasing the number of GP evening appointments, providing some GP telephone triage service and making changes to the telephone and appointment systems in Autumn 2018, Friends and Family Test Questionnaires comments and individual patient comments indicate patients are still experiencing difficulties in arranging GP appointments.

We did:

• March 19. Oakenhall Medical Practice's priority is to deliver safe and prompt care to those patients with acute clinical needs, whilst ensuring that patients with conditions such as diabetes and heart disease receive on-going clinical care from our practice nursing teams - with this in mind Oakenhall Medical Practice is reviewing the service we presently provide and will be considering services presently being delivered by local GP Services.

You Said:

• You would like improved access to the surgery by telephone

We did:

• NEW TELEPHONE SYSTEM (14 SEPTMBER 2018) The practice has changed the telephone systems to a managed approach. The telephone system now has call queuing and calling options.

On calling 0115 963 3511, telephone callers will be greeted with a welcome message and information on what to do in the case of a medical emergency. The telephone caller will then be offered 5 options (each option will provide the telephone caller with information of the queue positioning up to 10 callers):

1. Appointment Requesting (available between 8am to 6.30pm)

2. Home visit requesting (available between 8am to 6.30pm and has a dedicated member of the administration team to answer this as a priority).

3. Prescription Enquiries (available between 10am and 12am to assist with any prescription enquiry - please note all prescription requests should be made in writing to the surgery).

4. Results Enquiries (available between 4pm -6pm)

5. General Enquiries (available between 10am - 6.30pm)

You Said:

• You would like improved access

We Did:

• We have introduced a new system for sending messages to our patients (August 2018) The system is called MJOG and works with our clinical systems to send text messages for all patients for whom we hold details of their mobile telephone number.

When you book an appointment you will receive a text message confirming it. The message will be sent within a couple of hours of you making the appointment. However if your appointment is more than 7 days away you will not receive a message until 7 days BEFORE the appointment. All patients will also receive a reminder text message the day before their appointment. If you receive the reminder and no longer need the appointment you can quickly and easily cancel your appointment by texting CANCEL to the number in the message. Please be aware if you are booking an appointment for the same day you will not receive a text confirmation message.

After your appointment you will receive a text message asking you to participate in our Friends and Family Test - it is a quick and simple text response for how you would rate the practice.

We will start to send out health campaigns using this system. For example if we do not have an up to date smoking status for you we will text you to find out if you smoke or not. A simply text reply will provide us with the information we require.

This change has been made following patient feedback and discussion with the Patient Participation Group to improve patient access by telephone.

Our Location

Our Address
Oakenhall Medical Practice,
Bolsover Street,
Hucknall,
Nottingham,
NG15 7UA

Appointments
Tel: 0115 963 3511

General Enquiries
Phone: 0115 963 3511

Home Visits & Emergencies
Phone: 0115 956 2298