94.5% of service users stated they would be extremely likely or likely to recommend our services to a friend or family member. The national average is 95%. 2.6% stated they would not recommend the MCH service used. This information is gathered from 7043 responses to the FFT question.

445 complaints were received in 2017/18. This includes social media, grumbles, verbal, written and non-led joint formal complaints

You said, we did

MCH Pentagon patients stated that they were

  • unable to get through to the surgery
  • unable to make an appointment to see a clinician
  • patients were queue jumping when the surgery opened at 8am
  • repeat prescriptions where not done within time.

Changes that were made include:

  • a walk in clinic was trialed 2 mornings a week and was successful; it was rolled out 5 mornings a week. Pre -bookable appointments were kept for the afternoon clinic.
  • The telphone system was rectified and two receptionists were dedicated to answering the telphone calls during peak periods.
  • a ticket system was introduced before the surgery opened. A receptionists will hand numbered cards out to patients waiting and will see them in number order. This means that there will be no queue jumping.
  • repeat prescriptions is still a work in progress and the team are working hard to identify better ways of monitoring repeat prescriptions requests.