Bedford Hill Family Practice

120 Bedford Hill
SW12 9HS
Tel: 020 8673 1720

Patient Participation Report

1. National Patient Survey Action Plan (2021)

Of the 442 patient surveys sent out, 116 surveys were completed and returned. Below is an overview of the survey and action plan to improve. Below is a link to the full survey.

GP Patient Survey

2. Survey Overview

Where patient experience is best

  • 83% 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: 75%National average: 74%
  • 94% of respondents find the receptionists at this GP practice helpful - Local (CCG) average: 90%National average: 89%
  • 89% of respondents describe their overall experience of this GP practice as good - Local (CCG) average: 85%National average: 83%

Where patient experience could improve

  • 61% of respondents find it easy to get through to this GP practice by phone - Local (CCG) average: 76%National average: 68%
  • 60% of respondents are satisfied with the general practice appointment times available - Local (CCG) average: 71%National average: 67%
  • 65% of respondents were offered a choice of appointment when they last tried to make a general practice appointment - Local (CCG) average: 73%National average: 69%

3. Action Plans

a. patients unable to get through on the telephone

Action Plan

  • Admin team to assist answering phone between 8.00am and 8.30am daily at peak times
  • Purchase a new fit-for-purpose telephone system
  • Employ additional Reception staff

b. patients unsatisfied with appointment times

Action Plan

  • Appointments are available at various times of the day. However, we will endeavour to better publicise to patients, particularly, extended hours and hub clinics.

c. patients unable to speak to their preferred GP

Action Plan

  • Increase GP sessions.

d. patient being offered choice of appointment

Action Plan

  • Slowly start to increase GP face-to-face appointments.
  • Navigate patients to ARRS staff such as Physio, Social Prescribing, Health & Wellbeing Coaches.

e. other improvements

  • Increase of use of AccuRx for easier access.
  • Prescription and registration role passed to dedicated person, freeing up Receptionist to focus on other tasks answering telephones.
  • New laptops for staff to enable remote working, particularly during Covid lockdown.
  • Smear Clinics outside of Core Hours

Donavan Sunkur (Practice Manager)


NHS Choices - Behind the headlines

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