PPG Patient Survey of behalf of the Blackmore Vale Partnership –  2025

Introduction

This is an outline report on the recent survey carried out by the Patient Participation Group (PPG), on behalf of the Blackmore Vale Partnership.  We carry out a Patient Survey every two years.  The first part asks the same questions each time about the appointments system and satisfaction with the process and outcome for patients.

The second half sought to find out what matters to patients, asked for suggestions for Health Event Topics and for the first time, asked what patients felt the Practice does well and what could be improved. This data has been shared with the Practice and their responses are below.

There were 990 responses, 69% of which were from people in the 55-74 age bracket.

Access

• Of those who had recently contacted the Practice – 72% said the experience was very good, or good.  (69% 2023)

SystmConnect was widely used but received mixed reviews – praised for speed, criticised for complexity and impersonality.

Telephone and text were common for follow-ups, generally rated positively.

• Satisfaction of the outcome was  72%  Yes                  (73% 2023)

                                                     11%  No                   (10% 2023)

                                                     17%  Partly               (17% 2023)

Reasons for responding ‘Partly’ or ‘No’ were, treatment hadn’t concluded; the Practice response was not as expected – e.g. an Advanced Nurse Practitioner had responded and not a Doctor; the patient had received a telephone call and not a face-to-face appointment etc.

Positive Feedback

• Quick response times via online system or phone.
• Friendly and professional staff, especially reception and nurses.
• Efficient triage and follow-up.
• Good continuity when seeing the same GP.
• Appreciation for compassionate care and being listened to.

Areas of Concern

• Difficulty accessing face-to-face GP appointments.
• Long wait times for referrals, blood tests, and follow-ups.
• Impersonal online system (SystmConnect) – some found it confusing or frustrating.
• Lack of continuity – seeing different practitioners each time.

We asked for suggestions for topics for future Health Event – the most popular responses were –

• Mental health
• Cancer (general)
• Arthritis
• Menopause
• Blood pressure
• Cholesterol
• Heart health
• Skin cancer
• Exercise & fitness
• Dementia

We asked what concerns people had about their health and wellbeing – these responses mostly matched the topics listed above, with the addition of anxiety and joint pain and Medication issues – adverse effects, unclear instructions, repeat prescription delays.

Responses to the question ‘What do you feel the Practice does well?’

• Efficient appointment booking and triage.
• Friendly, caring and professional staff, especially reception and nurses.
• Well-organized vaccination clinics.
• Good continuity when seeing known GPs.

We also asked ‘What could the Practice do to improve your care and experience?’

• Continuity of care – the desire to see the same clinician for ongoing conditions.
• Reduce delays – Blood tests, referrals, and prescription processing.
• Improve communication – test results, prescription changes etc.
• Technology – Simplify online forms, allow out of hours submission.
• Accessibility – reinstate phone booking.
• Service expansion – weekend & evening appointments, Annual health checks, drop-in clinics for a range of conditions.

• It’s important to remember that patients have the choice of contacting the Practice online, by telephone or in person.  All requests are put onto the system and triaged by a GP. Each will be responded to, ensuring the patient receives the right care, at the right time from the most appropriate person. This could be from a GP or one of the other highly qualified health professionals, or signposting to other support.

• The old system of booking direct appointments in person or online is no longer available due to the above triage process.

• Up to 12,000 test results are reviewed every month. Patients with abnormal results or those requiring further investigation are followed up. To contact every patient whose results are normal, would be virtually impossible, given the current resources.  All patients can have access to their patient record, which shows test results, allowing them to check for themselves.  The NHS App is available to everyone with a computer.

• Continuity of care. The Practice is rolling out a system for more complex patients, which ensures that continuity of care is a priority.

• SystmConnect online access is available from 07.00am – 20:00pm.  As submissions need to be reviewed in a timely manner during operational hours, this is not possible once the Practice has closed in the evenings, or at weekends. This is why SystmConnect is not available when the Practice is closed.

• In October, 75% of appointments were face to face. Telephone consultations offer flexibility and convenience for patients who may not need a physical examination (e.g., medication reviews, follow-up discussions, minor ailments). Many patients appreciate this option, especially for quick queries. Often, a clinician will start with a telephone consultation and then invite the patient for an in-person visit, if a physical examination is necessary. This triage approach ensures face-to-face slots are reserved for cases that truly need them.

• Delays in referrals or hospital appointments are outside the Practice’s control and should be taken up with the relevant hospital department. The best way to do this is to call the hospital, ask to speak with the central booking team and they will be able to update you on the progress of your referral.

• Weekend appointments – the practice is committed to offering weekend clinics for things like cervical smears, musculoskeletal assessment and health checks once a month. This is to provide more flexibility for our patients who may find it a struggle to attend appointments during working hours or weekday commitments. 

• Annual check ups and blood tests. Patients who are on regular medications which require regular blood tests can contact the Practice to book these, you don’t have to wait to be invited.  Also, patients aged 40-74 who has not had a diagnosed condition such as heart disease, diabetes etc are eligible for an annual health check. Again, patients can book these themselves near the anniversary.

The Practice is grateful for all this valuable feedback from patients and is constantly working to improve services and care.   Thank you.