New Washington Medical Group - How are things going since the merger?
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The Healthwatch Sunderland engagement team spoke to 99 patients during the four visits made to the practice, 34 patients originally from Dr Thomas, 31 patients originally from Dr Bhatt and Dr Benn, 28 patients originally from Victoria Medical Practice, 2 patients were unsure and 3 were new patients. General feedback highlighted that patients had differing experiences of the newly formed practice, dependent upon who their original practice was.
Dr Thomas’s original patients fed the following back; 9% felt things had improved, 47% felt things were not as good and 48% had noticed no changes.
Dr Bhatt and Dr Benns’s original patients fed the following back; 10% felt things had improved, 81% felt things were not as good, 3% felt things hadn’t changed and 6% couldn’t answer.
Victoria Medical Practice’s original patients fed the following back; 14% felt things had improved, 43% felt things were not as good and 43% had noticed no changes.
Patients gave positive comments about the practice since the merger, which were grouped under four main themes; 35% complimented practice staff, 30% complimented service delivery, 30% spoke positively about their access to appointments and 4% informed us that the prescription process was good.
The negative feedback given by patients was grouped into seven main themes; 37% of patients gave negative comments regarding the telephone system, 27% gave negative comments regarding waiting time for appointments to see their GP, 13% gave negative feedback about confusion over the two reception/waiting areas, 8% gave negative feedback regarding practice staff, 5% gave negative feedback regarding service delivery, 5% gave negative feedback on continuity to see the same GP and 5% stated that they have had issues when ordering prescriptions and 9% gave negative feedback about the staff at the surgery.