Lonsdale Medical Group

Lonsdale Medical Group

Lonsdale Medical Centre |24 Lonsdale Road, London, NW6 6RR

Current time is 19:44 - If you are unwell and cannot wait until we are next open, please call 111.

Blessing Site |307 Kilburn Lane, London, W9 3EG

Current time is 19:44 - If you are unwell and cannot wait until we are next open, please call 111.

NHS

Telephone: 020 7328 8331

admin.lonsdale@nhs.net

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 best

87% 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)

Local (CCG) average: 68%National average: 77%

92% of respondents find the receptionists at this GP practice helpful

Local (CCG) average: 85%National average: 89%

98% of respondents felt their needs were met during their last general practice appointment

Local (CCG) average: 92%National average: 94%

Where patient experience could improve

48% of respondents describe their experience of making an appointment as good

Local (CCG) average: 60%National average: 65%

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.

 

 

 

 

Where patient experience could improve

48% of respondents describe their experience of making an appointment as good

Local (CCG) average: 60%National average: 65%

 

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 improve

51% of respondents find it easy to get through to this GP practice by phone

Local (CCG) average: 61%National average: 65%

 

Some of the actions we have taken to improve this;

  • We have increased reception provision
  • revamped our reception rotas to ensure we maximize staff at our busy times
  • Overhauled our phone system and installed 13 new lines and had installed over 20 new ports
  • Monitor statistics on a screen display in reception and review daily
  • Increased provision of Live Chat to support access
  • Increased provision of appointments online
  • Better capacity for E consult

Where patient experience could improve

52% of respondents are satisfied with the general practice appointment times available

Local (CCG) average: 59%National average: 63%

 

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

‘we are working and cannot come to the GP during the day for minor and routine things

Various patient feedback- February

GP Patient Survey Result 2019 – low scores

51% of respondents are satisfied with the general practice appointment times available

Local (CCG) average: 64%National average: 65%

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.

 

 

‘The website is difficult to find anything and not user friendly’

 

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.

 

 

Feedback Forms – ‘We can never get through on the phones!’

GP Patient Survey Result 2019 – low scores

52% of respondents describe their experience of making an appointment as good

Local (CCG) average: 64%National average: 67%

 

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.

 

Lonsdale Medical

  • Monday
    08:00 until 18:30
  • Tuesday
    08:00 until 18:30
  • Wednesday
    08:00 until 18:30
  • Thursday
    08:00 until 18:30
  • Friday
    08:00 until 18:30
  • Saturday
    08:00 until 14:00
    Prebooked Only
  • Sunday
    CLOSED

Blessing Site

  • Monday
    09:00 until 17:00
  • Tuesday
    09:00 until 17:00
  • Wednesday
    09:00 until 17:00
  • Thursday
    09:00 until 17:00
  • Friday
    09:00 until 17:00
  • Saturday
    CLOSED
  • Sunday
    CLOSED