Lonsdale Medical Group
24 Lonsdale Road, London, NW6 6RR
Telephone: 0207 328 8331 (75+ line available on request)
If you are unwell and cannot wait until we are next open, please call 111.
How We Have Listened To Patient Views
We are continually collating and reviewing feedback from patients to help us make the right decisions in how we work.
These include
- Complaints – we have taken themes from this and remedies offered
- Feedback form from the website
- Friends and Family Test
- Verbal comments and staff feedback from, patients
- Live chat feedback – added 2020
- Text following appointment – added 2020
2020 Survey and Data
Overview
We are now messaging our patients who have attended an appointment to understand patient views on our service, particularly over the COVID-19 period.
Since July 2020, we have seen a significant increase in workload and have been working to ensure patients can access our services promptly. Some changes we have made to support this include the use of Live Chat on our website to try and take the pressure of our phone lines. We scored low in the GP Patient Survey in 2019 and again in the 2020 GP Patient Survey and receive regular feedback on this from patients, and we hope to improve this over the next few months.
Below is some data we have received from surveys and feedback from patients and what we have done to address the results.
| What you have said | What we have done |
| GP Patient Survey Data 2020
91 completed surveys out of 410 surveys sent Where patient experience is best87% of respondents say they have had enough support from local services or organisations in the last 12 months to help manage their long-term condition(s) 92% of respondents find the receptionists at this GP practice helpful 98% of respondents felt their needs were met during their last general practice appointment Where patient experience could improve48% of respondents describe their experience of making an appointment as good |
We will continue to support our staff to give patients a first-class experience and this data will be fed back to team members and monitored by the Practice.
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Where patient experience could improve48% of respondents describe their experience of making an appointment as good
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We very much want to improve this and have been working closely with our PPG to collate different views from patients to understand why this may be. We will publish this data shortly. |
Where patient experience could improve51% of respondents find it easy to get through to this GP practice by phone
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Some of the actions we have taken to improve this;
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Where patient experience could improve52% of respondents are satisfied with the general practice appointment times available
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We very much want to improve this and have been working closely with our PPG to collate views from patients to understand why this may be. We will publish this data shortly. |
2019 Survey and Data
| What you have said | What we have done |
Various patient feedback- February GP Patient Survey Result 2019 – low scores 51% of respondents are satisfied with the general practice appointment times available 58% of respondents were satisfied with the type of appointment they were offered |
Saturday Surgeries and now blood clinics available. We also open our phone lines to support patients.
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The new website was launched in February 2020. Thank you to our Patient Group, who helped to ensure it is more user friendly for patients.
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GP Patient Survey Result 2019 – low scores 52% of respondents describe their experience of making an appointment as good |
Online appointments have been made available for GP booking from January 2020 for telephone triage appointments.
Online consultations are now available 24 hours a day and seven days a week. Better management of phones with daily monitoring of call numbers to ensure we have enough people on the phones. Average time in the telephone queue was reduced from 14 minutes to 4 minutes. NEW We have had a successful trial of live chat on our website, and this is now live on our website to help navigate people to the right service.
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Opening Times
- Monday
08:00am to 06:30pm
GP extended hours service until 8pm: pre-booked only - Tuesday
08:00am to 06:30pm
GP extended hours service until 8pm: pre-booked only. - Wednesday
08:00am to 06:30pm
GP extended hours service until 8pm: pre-booked only - Thursday
08:00am to 06:30pm
GP extended hours service until 8pm: pre-booked only - Friday
08:00am to 06:30pm
GP extended hours service until 8pm: pre-booked only - Saturday
09:00am to 03:00pm
Pre-booked Nurse and HCA appointments and GP Extended hours Hub service: pre-booked only - Sunday
CLOSED
Remote GP morning service: pre-booked only
