• 2021 Results

Our PPG also carries out patient surveys, speaking directly to our patients in our waiting room.

Results from all of our patient feedback, including surveys and the friends and family test responses drive West Street Surgery to make improvements in terms of our service delivery.

This year, in response to your feedback we have:

• We have upgraded our telephone system and increased the number of available telephone lines. West Street Surgery introduced Surgery Connect in November 2021 to improve the patient experience and deliver efficiencies.
• Our telephone system won’t stop the call queuing as we have an unprecedented number of calls from 8am-6:30pm, but it does offer a call back facility at really busy times.
• Our PPG continue to keep our carpark and boarders tidy as well as sweeping loose stones away on our pathways.
• Our website is always updated with the lasted patient information, and we have a number of social media platforms including Facebook and twitter to allow us to interact with our patients. Follow us by clicking the icons on our homepage.
• Increased Patient online access through our new platform AccuRx. Patients can now contact us via an online consultation which can be found by clicking the large green AccurX button on our homepage.
• The AccuRx software enables patient to be able to send images directly to GPs and Nurses, request prescriptions, medical certificates and more. Try it out it will save time sitting in the telephone queue.
• Our clinical team has been further strengthened by the appointment of two physicians associates. We also have two PCN pharmacists and a PCN frailty care co-ordinator who are working with West Street Surgery enabling us to offer 225 additional pharmacist appointments and a weekly frailty clinic.
• Our new point of care blood pressure machine, which also measures height, weight and BMI is available free of charge in our reception. The aim is to reduce the number of routine blood pressure appointments offered, freeing up more clinician appointments for our patients.
• In response to the increased number of blood test appointments needed we have trained one of our receptionists as a phlebotomist enabling us to offer 20 or more blood teat appointments each week.
• Our nursing team continue to offer additional clinics to catch up with those patient unable to visit during lockdown. Already in 2022 we have run a Cervical Screening Awareness week providing over 90 smear appointments and two drop-in blood pressure clinics where over 150 patients dropped in for thier blood pressure to be measured by a nurse.