An anonymous survey was undertaken on 151206

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An anonymous survey was undertaken on 151206 Powered By Docstoc
					                               Introduction
The Forum Support Organisation (FSO) on behalf of the Patient and Public Involvement
(PPI) Forum for Hillingdon PCT undertook a number of anonymous surveys to assess the
following from a patients‟ perspective:

      Whether it is possible to register as a new patient at a GP practice
      Whether GP practices meet the Government target of patients being able to book an
       appointment within 48 hours.
      Whether GP practices have a patient participation group.
      Whether GP practices out of hours answer phone messages contain adequate
       information.
      Whether it is possible to make an appointment for NHS dental treatment in Ealing.
      Whether dental surgeries out of hours answer phone messages contain adequate
       information.

   The FSO used www.nhs.co.uk website to provide lists of dental surgeries and GP
   practices. To help ensure accuracy the FSO used exactly the same questions for each
   practice or surgery. The FSO also endeavoured to complete surveys within a very short
   timeframe.




                                                                                       1
                  Registering at GP Surgeries in Hillingdon
Results

The Forum Support Organisation (FSO) undertook an anonymous survey on 11/12/06
between 13.00 and 17.45 on behalf of the PPI Forum for Hillingdon PCT. We asked
whether it was possible to register as a new patient at each surgery. The list of
surgeries was obtained from www.nhs.co.uk website.

 3 (6%) of 50 surgeries in Hillingdon were not registering new
 patients at this time.

Observations

      It might be more difficult if you were already registered with a doctor and wanted
       to change within the area. Some surgeries only take on new patients if the
       patient is new to the area.

      It might make a difference if more than one person was trying to register at the
       surgery.

      A couple of practices were not registering until the New Year. This could be due
       to staff shortages over Christmas (e.g. practice manager on annual leave), than
       the surgery not having places. If the patient was healthy and could wait this
       would not be a problem. However, if they were unwell over the Christmas period
       it would, although perhaps exceptions would be made.

      Most surgeries are registering new patients and at many surgeries it is possible
       to register at any time. However, at a number of surgeries it is only possible to
       register at specific times, often in the middle of the day, which would be
       problematic for patients that work office hours.

Recommendations

      Reception staff inform potential patients what paperwork they need to bring to the
       surgery to register.
      If registration times are set then these should include mornings, afternoon and
       evening slots to make it more convenient for those working office hours, with
       caring responsibilities etc.
      Registration to be completed via registration forms (where possible) rather than a
       face-to-face meeting with practice staff to help reduced discrimination, bias.




                                                                                            2
   Surgery                       Phone No.       Possible to   Notes
                                                 Register?
1. King Edwards Medical Centre   01895 632 021   Yes           Engaged a lot
   19 King Edwards Rd
   Ruislip
   HA4 7AE
2. Swakeleys Medical Centre      01895 632 114   Yes           Has automated reception – on hold for 4.30mins
   93 Swakeleys Rd
   Ickenham
   UB10 8DQ
3. Dr Karim                      01895 632 741   Yes
   22 Ladygate
   Ruislip
   HA4 7QU
4. Dr Shashikanth                01895 233 881   Yes
   198 Harlington Rd
   Hillingdon
   UB8 3HA
5. Dr Mort                       01895 270 690   No
   Church Rd Surgery
   4a Church Rd
   Cowley, Uxbridge
   UB8 3NA
6. Dr C B Patel                  020 8573 2037   Yes
   157 Old Station Rd
   Hayes
   UB3 4JE
7. Dr Kantham                    020 8573 9787   Yes
   259 Station Rd
   Hayes
   UB3 4JE
8. Dr Tanvir                     020 8573 8560   Yes           9-12.30    4-6 opening hours
   167 North Hyde Rd
   Hayes UB3 4NS



                                                                                                          3
   Surgery                                                           Phone No.             Possible to     Notes
                                                                                           Register?
9. Orchard Practice                                                  01895 486 052         Yes
    Hesa Centre 52 Station Rd
    Hayes UB3 4ZZ
10. Dr COPLAND & partners                                            01895-233211          Yes but only
    The Belmont Medical Ctr, 53-57 Belmont Road, Uxbridge,                                 for those
    Middlesex                                                                              patients who
    UB8 1SD                                                                                haven‟t got a
                                                                                           doctor in the
                                                                                           area.
11. The Orchard Practice, 70 Station Road, Hayes, Middlesex          01895 486 052         Yes
    UB3 4DF
12. Dr DAVIES & partner                                              01895-252352          Yes             Week to 10 days for doctors to view application forms
    Hillingdon Health Centre, 4 Freezeland Way, Hillingdon,
    Middlesex
    UB10 9QF
13. Dr THOMAS & partners                                             020-88457100          Yes             Automated message and holding music for 6.30
    The Cedar Brook Practice, 11 Kingshill Close, Hayes, Middlesex                                         minutes but very helpful and friendly.
    UB4 8DD
14. Dr TIMMIS & partners                                             020 8866 0121, 020-   Yes but only
    The Eastcote Health Ctr, 2a Abbotsbury Gardens, Eastcote,        88668382              for those
    Pinner, Middlesex                                                                      patients who
    HA5 1TG                                                                                haven‟t got a
                                                                                           doctor in the
                                                                                           area.
15. Dr Hogarth & partners                                            01895-822944          Yes
    Harefield Health Centre, Rickmansworth Road, Harefield,
    Middlesex
    UB9 6JY
16. Dr MADER & partners                                              01895-237411          Yes
    The Oakland Medical Centre, 344 Long Lane, Hillingdon,
    Middlesex
    UB10 9PN




                                                                                                                                                       4
    Surgery                                                     Phone No.             Possible to   Notes
                                                                                      Register?
17. Dr KOSCIESZA & partner                                      020-84299595, 020-    Yes           Gives additional information on NHS Direct on
    The Cedars Medical Centre, 118 Elliott Avenue, Ruislip,     84299591                            answer message but does not give surgery opening
    Middlesex                                                                                       times.
    HA4 9LZ

18. Dr JOWETT & partners                                        01895-442026          Yes           Very clear message.
    New Medical Centre, 6 The Green, West Drayton, Middlesex
    UB7 7PJ
19. Dr JOSHI                                                    020-88458866          Yes           Registrations on a Friday. Very helpful.
    346 Yeading Lane, Hayes, Middlesex                                                              Gives additional information on NHS Direct but does
    UB4 9AY                                                                                         not give surgery opening times.
20. Dr JASSAL & partners                                        01895-234426          Yes           Reception said she can take contact details and a
    Brunel Medical Centre, Brunel University, Kingston                                              doctor will call back in 2 weeks as they make the
    Lane,Uxbridge, Middlesex UB8 3PH                                                                decision to accept new patients
21. Dr Speight                                                  01895-679800 01895-   Yes           Very clear message + tells caller when surgery is
    Southcote Clinic, Southcote Rise, Ruislip, Middlesex        621215                              next open
    HA4 7LW
22. Dr HARING                                                   01923-829608 01923-   Yes           Multi surgeries so need to come in and take a leaflet
    Northwood Health Centre, Neal Close, Acre Way, Northwood,   845811                              from each surgery and decide which practice to join
    Middlesex
    HA6 1TQ
23. Carepoint Surgery                                           01923 820 866         Yes
    Northwood Health Centre, Neal Close, Acre Way, Northwood,
    Middlesex
    HA6 1TQ
24. Steven Shackman Practice                                    01923 828 488         Yes
    Northwood Health Centre, Neal Close, Acre Way, Northwood,
    Middlesex
    HA6 1TQ
25. Kingsway Surgery                                            020-85733934          Yes
    Hayes Stadium, Judge Heath Lane, Hayes, Middlesex
    UB3 2PF




                                                                                                                                                  5
   Surgery                                                        Phone No.              Possible to   Notes
                                                                                         Register?
26. Dr DAILY-JONES                                                01895-234585           No
    The Timbers Surgery, St Laurence Church Hall, Shepherds
    Close, Cowley, Uxbridge UB8 2EZ
27. Dr ALLEN & partners                                           0208 8660200           Yes
    The Eastcote Health Ctr., 2a Abbotsbury Gardens, Eastcote,
    Pinner, Middlesex
    HA5 1TG
28. Dr CHANA & partners                                           01895-435377           Yes
    Yiewsley Health Centre, 20 High Street, Yiewsley, Middlesex
    UB7 7DP
29. Dr CAMPBELL & partners                                        020-88978288, 020-     Yes
    Glendale House Surgery, 155 High Street, Harlington, Hayes,   88970724
    Middlesex
    UB3 5DA
30. Dr BIRLY                                                      01895-237474, 01895-   Yes
    Acorn Medical Centre, 149 Long Lane, Hillingdon, Middlesex    233787
    UB10 9JN
31. Dr AURORA & partners                                          020-88663430           Yes
    1 Oxford Drive, Eastcote, Ruislip, Middlesex                  020-88666589
    HA4 9EY
32. Dr ANDREWS & partner                                          01895 422 292          Yes
    Yiewsley Health Centre, 20 High Street, Yiewsley, Middlesex
    UB7 7DP
33. Dr ANANTHA-REDDY & partner                                    020-88451515, 020-     Yes
    1-2 Yeading Court, Masefield Lane, Hayes, Middlesex           88411930
    UB4 9AJ
34. Eastbury Surgery                                              0844 477 2535          Yes
    3 Eastbury Road, Northwood, Middlesex
    HA6 3AB
35. Dr PATEL                                                      01895-674156           Yes
    1 Wallasey Crescent, Ickenham, Middlesex
    UB10 8SA




                                                                                                               6
   Surgery                                                         Phone No.            Possible to   Notes
                                                                                        Register?
36. Acre Surgery                                                   01923 820 844        Yes
    Northwood Health Centre, Neal Close, Acre Way, Northwood,
    Middlesex
    HA6 1TQ
37. Dr STEARNES & partners                                         020-85737674         Yes –         Message said: “practice will be open again at 14.30”
    60 West Drayton Road, Hillingdon, Uxbridge, Middlesex                                             even though the time was 16.05 then it cut off.
    UB8 3LA                                                                                           waiting list complete form and doctor looks at it and
                                                                                                      patient then calls back after a week to check if they
                                                                                                      have been successful
38. Dr SOLOMON & partners                                          020-88422991, 020-   Yes.
    The Medical Centre, 69 Queens Walk, Ruislip, Middlesex         8842-2245
    HA4 0NT
39. Dr SIRA                                                        020 8561 4473        Yes
    The Surgery, Elers Road Health Clinic, Elers Road, Hayes,
    Middlesex, UB3 1NY
40. Dr SINGH                                                       0870-4173197         Yes           Alternative low rate number.
    114 Harmondsworth Road, West Drayton, Harmondsworth,           0844 477 8735
    Middlesex
    UB7 9JW
41. Dr SIDDIQUI & partner                                          020 8845 4400        Yes
    21 Walnut Way, South Ruislip, Middlesex
    HA4 6TA

42. Dr RUPARELIA & partners                                        020 8573 0483        Yes           Answered after 19 rings.
    Townfield Doctors Surgery, 34 College Way, Off Coldharbour
    Lane, Hayes, Middlesex UB3 3DZ
43. Dr RAJ & partners                                              01895-637800         Yes
    108 Aylsham Drive, Brrackenbury Village, Ickenham, Middlesex
    UB10 8UD
44. Dr MADHAVAN                                                    0844 477 1842        Yes           Very professional answer phone message and
    75 Shakespeare Avenue, Hayes, Middlesex                                                           tranquil music and gives queue number. Also states
    UB4 0BE                                                                                           calls may be recorded. Doctor interviews prospective
                                                                                                      new patients each Tues morning.



                                                                                                                                                    7
    Surgery                                                          Phone No.              Possible to   Notes
                                                                                            Register?
45. Dr PATEL & partners                                              020-85731781           Yes           But 10 week waiting list
    The Warren Medical Centre, The Warren, Uxbridge Road,
    Hayes, Middlesex
    UB4 0SF
46. Dr MARRIOTT & partners                                           01895-632677, 01895-   Yes
    The Medical Centre, 2a Wood Lane, Ruislip, Middlesex             634020
    HA4 6ER
47. Dr PARAMANATHAN & partners                                       0844 477 8639          Yes           Very professional answer phone message and
    Otterfield Medical Centre                                                                             tranquil music and gives queue number.
    25 Otterfield Road
    Yiewsley, West Drayton
    Middlesex UB7 8PE
48. Dr NATARAJAN                                                     020-87541555           No            But call back in 2-3 weeks.
    Heathrow Medical Centre, 1 St. Peter's Way, Harlington,
    Middlesex UB3 5AB
49. Dr MISTRY                                                        020 8422 5900          Yes
    700 Field End Road, South Ruislip Middlesex
    HA4 0QR

50. Dr RAJ & partners                                                01895-632410, 01895-   Yes
    St.Martin's Medical Ctr., 21 Eastcote Road, Ruislip, Middlesex   676265
    HA4 8BE




                                                                                                                                                  8
            Hillingdon GP Appointments (within 48 hour target)
Results

The Forum Support Organisation (FSO) (on behalf of the Forum for Hillingdon PCT)
anonymously telephoned 20 of the 50 surgeries (selected at random from each area) in
the London Borough of Hillingdon on 12th January 2007 between 8.45am and 9.30am.
19 out of 20 (95%) surgeries met the 48hr target.

The rest of the 50 surgeries were telephones 15th February 2007 between 11.30am and
15.00pm.

Observations
 32 (64%) out of 50 surgeries met the 48hr target for pre-bookable appointments.

 If we assume we can get an appointment with the surgeries that told us to ring on the
  day the figure meeting the 48 hr target is 43 (86%) out of 50.

The target according to the Department to the Health means that “all patients should be
seen by a GP within 48 hours‟ - within two normal working days (i.e. not including
Saturday or Sunday or Bank Holidays) following the day when a request by a patient
was made. This does not include emergency appointments.”

It should be noted that the Department of Health figures show that 99.9% of patients
can see a GP within 48 hours.

The number of days outside the 48hr target was also recorded, it does not include
weekends. Therefore, in reality patients trying to book an appointment on a Friday could
in fact wait 10 days to see a doctor although this is only recorded as 4 days off target in
this survey.

   5 surgeries missed the target by 1 day (which actually means a patient has to wait 3
    days for an appointment).

   3 surgeries missed the target by 2 days (which actually means a patient has to wait
    4 days for an appointment).

   2 surgeries missed the target by 3 days (which actually means a patient has to wait
    7 days for an appointment).

   1 surgery missed the target by 6 days (which actually means a patient has to wait 8
    days for an appointment).

   1 surgery missed the target by 9 days (which actually means a patient has to wait 14
    days for an appointment).



                                                                                          9
   1 surgery missed the target by 13 days (which actually means a patient has to wait
    14 days for an appointment).

Recommendations

1. Surgeries meet the 48 hour target.

2. Surgeries offer pre-book able appointments. Patients generally consider this a more
   favourable option than telephoning the surgery on the day or waiting in the waiting
   room as it is often very difficult for patients to organise caring responsibilities, time
   off work (particularly commuters).

3. The Forum recognises that Do Not Attends (DNAs) may be higher for those patients
   pre-booking in advance. The Forum is currently collating figures for DNAs to
   compare those surgeries who offer pre-booking in advance and their level of DNAs.
   The Forum believe that it is important to offer patients the flexibility to book
   appointments in advance and that the number of DNAs should not prevent a practice
   for offering this choice. There may be ways the practice could reduce DNAs and a
   pilot scheme texting reminders to patients of their appointments in Ealing has led to
   a reduction by one third in DNAs.




                                                                                          10
   Surgery                Phone No.       Appointment offered   No. of attempts if   Holding time, if put on   Holding tone or music    Comments
                                          within target time    phone engaged or     hold
                                          (48hrs?)              rang more than 10
                                                                times
                                                                                                                                         rd
1. King Edwards Medical   01895 632 021   Yes                   2                                                                       3 day
   Centre
   19 King Edwards Rd
   Ruislip
   HA4 7AE
2. Swakeleys Medical      01895 632 114   Yes                   1                    3 mins                    No
   Centre                                 Next day                                                             But message cuts in to
   93 Swakeleys Rd                                                                                             say „please hold the
   Ickenham                                                                                                    line etc‟
   UB10 8DQ
3. Dr Karim               01895 632 741   No                    1                                                                       1 day over target
   22 Ladygate                                                                                                                          (Tues)
   Ruislip
   HA4 7QU
                                                                                                                                         rd
4. Dr Shashikanth         01895 233 881   Yes                                                                                           3 day
   198 Harlington Rd
   Hillingdon
   UB8 3HA
                                                                                                                                         st
5. Dr Mort                01895 270 690   No                                                                                            1 pre-bookable
   Church Rd Surgery                                                                                                                    1 day over target
   4a Church Rd                                                                                                                         (Tues)
   Cowley, Uxbridge
   UB8 3NA


6. Dr C B Patel           020 8573 2037   No                    2                                                                       2 days over the
                                                                                                                                                 st
   157 Old Station Rd                                                                                                                   target 21
   Hayes
   UB3 4JE




                                                                                                                                              11
   Surgery                   Phone No.       Appointment offered         No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                             within target time          phone engaged or     hold
                                             (48hrs?)                    rang more than 10
                                                                         times
                                                                                                                                                 st
7. Dr Kantham                020 8573 9787   No                                                                                                 1 pre bookable
    259 Station Rd                           If call the day before at                                                                          1 day over target
    Hayes                                    12                                                                                                 (Tues)
    UB3 4JE
8. Dr Tanvir                 020 8573 8560   Yes
    167 North Hyde Rd
    Hayes UB3 4NS
9. Orchard Practice          01895 486 052   Yes
    Hesa Centre 52 Station
    Rd                                       Monday
    Hayes UB3 4ZZ
10. Dr COPLAND &             01895-233211    Yes
    partners
    The Belmont Medical
    Ctr, 53-57 Belmont
    Road, Uxbridge,
    Middlesex
    UB8 1SD
11. The Orchard Practice,    01895 486 052   Yes
    70 Station Road,
    Hayes, Middlesex
    UB3 4DF
12. Dr DAVIES & partner      01895-252352    Yes
    Hillingdon Health
    Centre, 4 Freezeland                     Monday
    Way, Hillingdon,
    Middlesex
    UB10 9QF




                                                                                                                                                      12
   Surgery                   Phone No.        Appointment offered   No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                              within target time    phone engaged or     hold
                                              (48hrs?)              rang more than 10
                                                                    times
13. Dr THOMAS & partners     020-88457100     No                                                                                           6 days over
                                                                                                                                                     th
    The Cedar Brook                                                                                                                        target (27 )
    Practice, 11 Kingshill
    Close, Hayes,
    Middlesex
    UB4 8DD
14. Dr TIMMIS & partners     020 8866 0121,   Yes
    The Eastcote Health      020-88668382
    Ctr, 2a Abbotsbury
    Gardens, Eastcote,
    Pinner, Middlesex
    HA5 1TG
15. Dr Hogarth & partners    01895-822944     No                                                                                           3 days over
    Harefield Health                                                                                                                       target
    Centre, Rickmansworth
    Road, Harefield,
    Middlesex
    UB9 6JY
16. Dr MADER & partners      01895-237411     No                                         1 min                     Yes                     1 day over target
    The Oakland Medical      01895 234373                                                                          Tone                    (Tues)
    Centre, 344 Long Lane,
    Hillingdon, Middlesex
    UB10 9PN
17. Dr KOSCIESZA &           020-84299595,    Yes
    partner                  020-84299591     Tomorrow
    The Cedars Medical
    Centre, 118 Elliott
    Avenue, Ruislip,
    Middlesex
    HA4 9LZ




                                                                                                                                                13
    Surgery                    Phone No.      Appointment offered       No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                              within target time        phone engaged or     hold
                                              (48hrs?)                  rang more than 10
                                                                        times
18. Dr JOWETT & partners       01895-442026   Yes
    New Medical Centre, 6
    The Green, West
    Drayton, Middlesex
    UB7 7PJ
19. Dr JOSHI                   020-88458866   Yes
    346 Yeading Lane,
    Hayes, Middlesex
    UB4 9AY
20. Dr JASSAL & partners       01895-234426   No
    Brunel Medical Centre,                    Just a walk in surgery
    Brunel University,                        for students from 11.30
    Kingston                                  – 1.15
    Lane,Uxbridge,
    Middlesex UB8 3PH
21. Dr Speight                 01895-679800   Yes
    Southcote Clinic,          01895-621215
    Southcote Rise, Ruislip,
    Middlesex
    HA4 7LW
22. Dr HARING                  01923-829608   Yes
    Northwood Health           01923-845811   Today
    Centre, Neal Close,
    Acre Way, Northwood,
    Middlesex
    HA6 1TQ




                                                                                                                                                  14
   Surgery                   Phone No.       Appointment offered   No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                             within target time    phone engaged or     hold
                                             (48hrs?)              rang more than 10
                                                                   times
23. Dr Stern                 01923 820 866   Yes call tomorrow
    Carepoint Surgery
    Northwood Health
    Centre, Neal Close
    Acre Way, Northwood,
    Middlesex
    HA6 1TQ
24. Steven Shackman          01923 828 488   Yes                   2                                                                      Yes if come in
    Practice                                                                                                                              and wait
    Northwood Health
    Centre, Neal Close,
    Acre Way, Northwood,
    Middlesex
    HA6 1TQ
25. Kingsway Surgery         020-85733934    Yes
    Hayes Stadium, Judge
    Heath Lane, Hayes,
    Middlesex
    UB3 2PF
26. Dr DAILY-JONES           01895-234585    No
    The Timbers Surgery,
    St Laurence Church                       13 days over target
    Hall, Shepherds Close,
    Cowley, Uxbridge UB8
    2EZ
27. Dr ALLEN & partners      0208 866 8981   Yes
    The Eastcote Health                      Tomorrow
    Ctr., 2a Abbotsbury
    Gardens, Eastcote,
    Pinner, Middlesex
    HA5 1TG




                                                                                                                                               15
    Surgery                   Phone No.       Appointment offered    No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                              within target time     phone engaged or     hold
                                              (48hrs?)               rang more than 10
                                                                     times
28. Dr CHANA & partners       01895-435377    Yes
    Yiewsley Health
    Centre, 20 High Street,
    Yiewsley, Middlesex
    UB7 7DP
29. Dr CAMPBELL &             020-88978288,   No                                                                                            Can call in the
    partners                  020-88970724    2 days over target                                                                            morning for
    Glendale House                            (Wednesday)                                                                                   urgent
    Surgery, 155 High                                                                                                                       appointments
    Street, Harlington,
    Hayes, Middlesex
    UB3 5DA
30. Dr BIRLY                  01895-237474,   Yes                    2
    Acorn Medical Centre,     01895-233787
    149 Long Lane,
    Hillingdon, UB10 9JN
31. Dr AURORA & partners      020-88663430    No – have to ring up                                                                          Could see the
    1 Oxford Drive,           020-88666589    tomorrow morning                                                                              nurse practitioner
    Eastcote, Ruislip,                                                                                                                      on Monday
    Middlesex
    HA4 9EY
32. Dr ANDREWS &              01895 422 292   No                                                                                            1 day over target
    partner                                                                                                                                 (Tues)
    Yiewsley Health
    Centre, 20 High Street,
    Yiewsley, UB7 7DP
33. Dr ANANTHA-REDDY          020-88451515,   Yes
    & partner                 020-88411930
    1-2 Yeading Court,                        Monday
    Masefield Lane, Hayes,
    UB4 9AJ



                                                                                                                                                 16
   Surgery                  Phone No.       Appointment offered   No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                            within target time    phone engaged or     hold
                                            (48hrs?)              rang more than 10
                                                                  times
34. Eastbury Surgery        0844 477 2535   No                    1                    3.09                                              Need to key in
                                                    th
    3 Eastbury Road,                        Monday 5 March                                                                               phone number to
    Northwood, Middlesex                                                                                                                 book an
    HA6 3AB                                                                                                                              appointment as
                                                                                                                                         there is an
                                                                                                                                         automated
                                                                                                                                         system to book
                                                                                                                                         appointments –
                                                                                                                                         although have
                                                                                                                                         the option to
                                                                                                                                         speak to a
                                                                                                                                         receptionist.
                                                                                                                                         9 days out of
                                                                                                                                         target. Very
                                                                                                                                         helpful and
                                                                                                                                         friendly reception
                                                                                                                                         staff.
35. Dr PATEL                01895-674156    Yes
    1 Wallasey Crescent,
    Ickenham, Middlesex                     Monday
    UB10 8SA
36. Acre Surgery            01923 820 844   No                                                                                           3 days out off
    Northwood Health                                                                                                                     target
    Centre, Neal Close,
    Acre Way, Northwood,
    HA6 1TQ
37. Dr STEARNES &           020-85737674    No                                                                                           1 day over target
    partners                                                                                                                             (Tues)
    60 West Drayton Road,
    Hillingdon, Uxbridge,
    UB8 3LA




                                                                                                                                              17
   Surgery                   Phone No.       Appointment offered   No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                             within target time    phone engaged or     hold
                                             (48hrs?)              rang more than 10
                                                                   times
38. Dr SOLOMON &             020-88422991,   Yes
    partners                 020-8842-2245
    The Medical Centre, 69
    Queens Walk, Ruislip,
    Middlesex
    HA4 0NT
39. Dr SIRA                  020 8561 4473   Yes
    The Surgery, Elers
    Road Health Clinic,
    Elers Road, Hayes,
    Middlesex, UB3 1NY
40. Dr SINGH                 0870-4173197    Yes
    114 Harmondsworth        0844 477 8735
    Road, West Drayton,
    Harmondsworth,
    Middlesex
    UB7 9JW


41. Dr SIDDIQUI & partner    020 8845 4400   No                                                                                           1 day over target
    21 Walnut Way, South                                                                                                                  (Tues)
    Ruislip, Middlesex
    HA4 6TA

42. Dr RUPARELIA &           020 8573 0483   Yes
    partners
    Townfield Doctors                        Monday
    Surgery, 34 College
    Way, Off Coldharbour
    Lane, Hayes,
    Middlesex UB3 3DZ




                                                                                                                                               18
   Surgery                   Phone No.       Appointment offered      No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                             within target time       phone engaged or     hold
                                             (48hrs?)                 rang more than 10
                                                                      times
43. Dr RAJ & partners        01895-637800    Yes
    108 Aylsham Drive,
    Brrackenbury Village,
    Ickenham, Middlesex
    UB10 8UD
                                                                                                                                              st
44. Dr MADHAVAN              0844 477 1842   No but can ring on day                                                                          1 pre-bookable
    75 Shakespeare                                                                                                                           not available until
                                                                                                                                                th
    Avenue, Hayes,                                                                                                                           28 (7 days over
    Middlesex                                                                                                                                target)
    UB4 0BE
45. Dr PATEL & partners      020-85731781    Yes                      3
    The Warren Medical
    Centre, The Warren,
    Uxbridge Road, Hayes,
    Middlesex
    UB4 0SF
46. Dr MARRIOTT &            01895-632677,   No
    partners                 01895-634020
    The Medical Centre, 2a                   2 days over target.
    Wood Lane, Ruislip,
    Middlesex
    HA4 6ER
47. Dr PARAMANATHAN &        0844 477 8639   Yes                      2
    partners
    Otterfield Medical
    Centre
    25 Otterfield Road
    Yiewsley, West Drayton
    Middlesex UB7 8PE




                                                                                                                                                   19
    Surgery                     Phone No.       Appointment offered   No. of attempts if   Holding time, if put on   Holding tone or music   Comments
                                                within target time    phone engaged or     hold
                                                (48hrs?)              rang more than 10
                                                                      times
48. Dr NATARAJAN                020-87541555    Yes                   1
    Heathrow Medical                            Monday
    Centre, 1 St. Peter's
    Way, Harlington,
    Middlesex UB3 5AB
49. Dr MISTRY                   020 8422 5900   Yes
    700 Field End Road,
    South Ruislip
    Middlesex
    HA4 0QR

50. Dr RAJ & partners           01895-632410,   Yes                   1
    St.Martin's Medical Ctr.,   01895-676265    Tomorrow
    21 Eastcote Road,
    Ruislip, Middlesex
    HA4 8BE




                                                                                                                                                20
                   Patient Participation Groups in Hillingdon
Results

Of the 50 GP Practices surveyed in Hillingdon, 7 (14%) had active
patient participation groups.
Observations

The Forum recommended that it is good practice for GP surgeries to have a patient
participation group (PPG). The aim of PPGs is to give patients an opportunity to meet, to
exchange ideas and information and make recommendations for action to improve
healthcare for patients.

Most PPGs meet monthly or quarterly and focus on a range of topics:
     promoting healthy lifestyles
     service improvement to help ensure patients views are taken in to account
     specific conditions/diseases e.g. diabetes

Although some groups around the country fundraise to purchase equipment for the
surgery, organise social events or provide training courses however, this is not
commonplace in the London Borough of Hillingdon (LBH). Through this survey we have
found that many practices find it difficult to maintain an active group hence the fact that
most in Hillingdon meet annually and most commonly to review the results of the annual
patients survey. Most PPGs in LBH are promoted via posters or reception although it
appears sending letters to patients asking them to join is used effectively by groups
meeting more frequently.

From this survey we have discovered that most reception staff are generally unaware of
the existence of a PPG and it is only the Practice Managers that are aware. Given that
patients are informed through posters, letters etc. it is important that front line staff are
made aware of the PPG and its work.

Some practices are choosing to set up Practice Involvement Databases, either as well or
instead of Patient Participation Groups. These will allow patients who are interested in
giving their views to register interest so that the practice can then contact them as and
when opportunities are coming up for them to get involved and give their views.

Recommendations

      Front line GP surgery staff to be aware of the PPG and its work.
       Practice Managers to be aware of The Ten Minute Guide to Patient Participation
       Groups outlining good practice available from the National Association for Patient
       Participation www.napp.org.uk
      PCT to make Practice Managers aware through newsletters or similar of best
       practice in other GP Practices, which have effective PPGs.
       Posters promoting PPGs are clear and easy to read, large text, bright with a title
       such as: “Got something to say about this practice? Help us to Help You by
       Improving this Practice”
      Highlight the positive outcomes of the PPG through posters thereby emphasising

                                                                                                21
        to patients that joining the group can make a real difference.
      Invite a member of the local PPIF to a PPG meeting.
      PPGS to keep PPIFs informed of PPG work and involvement via the PCT.

Suggestions

   Invite individual patients by letter is often an effective way to encourage people to join
    A PPG
   Hold a first meeting with a theme or guest speaker which usually attracts more
    attendees
   Read through information on successful PPGs from www.napp.org.uk
   Offer refreshments
   Pay travel, carer, childcare expenses for those attending PPG meetings
   Set up an online PPG
   Set up an online comments and suggestions facility on practice website




                                                                                            22
     Planning a Patient Participation Group (PPG)




Are you clear about   No     Define your aims.
the PPG‟s
objectives?




Does the PPG have     No     Ensure staff are            Involve staff from the
the support of the           familiar with the            outset.
staff team?                  principles of user
                             Involvement and its
                             positives




How will the    Don‟t Know   Posters, patient
PPG be                       letters, word of mouth.
promoted?




How will the    Don‟t Know   Think about translation, sign
PPG reflect                  language interpreters, advocates,
diversity?                   carers.




What will the   Don‟t Know   Allocate time and           Display results of
practice do                  personnel to                feedback through
with the                     analyse feedback.           posters, word of mouth,
feedback?                                                newsletter.




Start group.    More help?   Contact the PCT PPI Lead, national
                             patient organisations and colleagues
                             with existing PPGs.


                                                                              23
   Surgery                       Phone No.       Patient         Regularity   How        Notes
                                                 Participation   of           promoted
                                                 Groups?         Meeting
1. King Edwards Medical Centre   01895 632 021   No                                      No plans to set one up.
   19 King Edwards Rd                                                                    Difficult to get through
   Ruislip                                                                               and confusing
   HA4 7AE                                                                               answering system
2. Swakeleys Medical Centre      01895 632 114   No                                      Linked with King
   93 Swakeleys Rd                                                                       Edwards (above)
   Ickenham
   UB10 8DQ
3. Dr Karim                      01895 632 741   No                                      No plans to set one up
   22 Ladygate
   Ruislip
   HA4 7QU
4. Dr Shashikanth                01895 233 881   No                                      No plans to set one up.
   198 Harlington Rd                                                                     Constantly engaged.
   Hillingdon
   UB8 3HA

5. Dr Mort                       01895 270 690   No                                      No plans to set one up
   Church Rd Surgery                                                                     although the Forum
   4a Church Rd                                                                          support organisation
   Cowley, Uxbridge UB8 3NA                                                              was informed by Dr
                                                                                         Mort that he had tried to
                                                                                         set one up but was
                                                                                         unsuccessful.
6. Dr C B Patel                  020 8573 2037   No                                      Difficult to get through
   157 Old Station Rd
   Hayes UB3 4JE
7. Dr Kantham                    020 8573 9787   No                                      Been mentioned at
   259 Station Rd                                                                        meetings but nothing
   Hayes                                                                                 has come of it.
   UB3 4JE
8. Dr Tanvir                     020 8573 8560   No                                      No plans to set one up
   167 North Hyde Rd
   Hayes
   UB3 4NS




                                                                                                                    24
    Surgery                                                          Phone No.             Patient         Regularity   How         Notes
                                                                                           Participation   of           promoted
                                                                                           Groups?         Meeting
9. Orchard Practice                                                  01895 486 052         No                                       No plans to set one up
    Hesa Centre
    52 Station Rd
    Hayes
    UB3 4ZZ
10. Dr COPLAND & partners                                            01895-233211          No                                       No plans to set one up
    The Belmont Medical Ctr, 53-57 Belmont Road, Uxbridge,
    Middlesex
    UB8 1SD
11. The Orchard Practice, 70 Station Road, Hayes, Middlesex          01895 486 052         No                                       No plans to set one up
    UB3 4DF
12. Dr DAVIES & partner                                              01895-252352          No                                       No plans to set one up
    Hillingdon Health Centre, 4 Freezeland Way, Hillingdon,
    Middlesex
    UB10 9QF
13. Dr THOMAS & partners                                             020-88457100          No                                       No plans to set one up
    The Cedar Brook Practice, 11 Kingshill Close, Hayes, Middlesex
    UB4 8DD
14. Dr TIMMIS & partners                                             020 8866 0121, 020-   No                                       No plans to set one up
    The Eastcote Health Ctr, 2a Abbotsbury Gardens, Eastcote,        88668382
    Pinner, Middlesex
    HA5 1TG
15. Dr Hogarth & partners                                            01895-822944          Yes             Every 2      Have a      8-10 members
    Harefield Health Centre, Rickmansworth Road, Harefield,                                                months       committee
    Middlesex                                                                                                           so just
    UB9 6JY                                                                                                             contact
                                                                                                                        them by
                                                                                                                        phone.
16. Dr MADER & partners                                              01895-237411          No                                       Been thinking about it
    The Oakland Medical Ctre, 344 Long Lane, Hillingdon,                                                                            but applying for
    Middlesex                                                                                                                       planning permission so
    UB10 9PN                                                                                                                        been otherwise
                                                                                                                                    occupied.
17. Dr KOSCIESZA & partner                                           020-84299595, 020-    No              Quarterly?               In process of setting
    The Cedars Medical Centre, 118 Elliott Avenue, Ruislip,          84299591                                                       group up. Practice
    Middlesex                                                                                                                       manager enthusiastic
    HA4 9LZ                                                                                                                         about it. Emailed him
                                                                                                                                    NAPP website.


                                                                                                                                                             25
    Surgery                                                     Phone No.              Patient         Regularity    How          Notes
                                                                                       Participation   of            promoted
                                                                                       Groups?         Meeting
18. Dr JOWETT & partners                                        01895-442026           Yes             About         Contact      When an issue arises
    New Medical Centre, 6 The Green, West Drayton, Middlesex                                           every 6       committee    e.g. changing
    UB7 7PJ                                                                                            months        by phone     appointment booking
                                                                                                                                  system, meet with
                                                                                                                                  committee to discuss it
                                                                                                                                  with them.
19. Dr JOSHI                                                    020-88458866           Yes
    346 Yeading Lane, Hayes, Middlesex
    UB4 9AY
20. Dr JASSAL & partners                                        01895-234426           Yes             Had a         Rang         Tried to get group
    Brunel Medical Centre, Brunel University, Kingston                                                 couple of     members      together in 2006 but
    Lane,Uxbridge, Middlesex                                                                           meetings in   of group     people were either
    UB8 3PH                                                                                            2005 but                   unavailable or did not
                                                                                                       none in                    want to commit.
                                                                                                       2006

21. Dr Speight                                                  01895-679800, 01895-   Yes             Quarterly     Phone of     About 8 members
    Southcote Clinic, Southcote Rise, Ruislip, Middlesex        621215                                               write to
    HA4 7LW                                                                                                          members
22. Dr HARING                                                   01923-829608, 01923-   No                                         No plans to set one up.
    Northwood Health Centre, Neal Close, Acre Way, Northwood,   845811                                                            One doctor surgery.
    Middlesex
    HA6 1TQ
23. Carepoint Surgery                                           01923 820 866          No                                         Has been discussed
    Northwood Health Centre, Neal Close, Acre Way, Northwood,                                                                     but no immediate plans
    Middlesex, HA6 1TQ                                                                                                            to set one up.
24. Steven Shackman Practice                                    01923 828 488          Yes             Once a        Committee    9/10 members
                                                                                                                             st
    Northwood Health Centre, Neal Close, Acre Way, Northwood,                                          month         meet 1
    Middlesex HA6 1TQ                                                                                                Weds of
                                                                                                                     every
                                                                                                                     month.
                                                                                                                     Poster and
                                                                                                                     newsletter
                                                                                                                     let other
                                                                                                                     patients
                                                                                                                     know.




                                                                                                                                                            26
   Surgery                                                        Phone No.              Patient         Regularity   How            Notes
                                                                                         Participation   of           promoted
                                                                                         Groups?         Meeting
25. Kingsway Surgery                                              020-85733934           No                                          No plans to set one up
    Hayes Stadium, Judge Heath Lane, Hayes, Middlesex
    UB3 2PF
26. Dr DAILY-JONES                                                01895-234585           Yes             Every 6      Poster in      It is called HUG!
    The Timbers Surgery, St Laurence Church Hall, Shepherds                                              months       reception
    Close, Cowley, Uxbridge
    UB8 2EZ
27. Dr ALLEN & partners                                           020-88680645           No                                          Practice manager
    The Eastcote Health Ctr., 2a Abbotsbury Gardens, Eastcote,                                                                       interested but GPs
    Pinner, Middlesex                                                                                                                weren‟t. Also doesn‟t
    HA5 1TG                                                                                                                          have the space to hold
                                                                                                                                     one.
28. Dr CHANA & partners                                           01895-435377           No                                          May be having building
    Yiewsley Health Centre, 20 High Street, Yiewsley, Middlesex                                                                      work and until that is
    UB7 7DP                                                                                                                          sorted will not be
                                                                                                                                     thinking about it.
29. Dr CAMPBELL & partners                                        020-88978288, 020-     No              Quarterly    Poster in      In process of setting
    Glendale House Surgery, 155 High Street, Harlington, Hayes,   88970724                                            reception      one up. Not much
    Middlesex                                                                                                                        response so far.
    UB3 5DA
30. Dr BIRLY                                                      01895-237474, 01895-   No                                          No plans to set one up
    Acorn Medical Centre, 149 Long Lane, Hillingdon, Middlesex    233787
    UB10 9JN
31. Dr AURORA & partners                                          020-88663430, 020-     No                                          Not against the idea but
    1 Oxford Drive, Eastcote, Ruislip, Middlesex                  88666589                                                           no immediate plans to
    HA4 9EY                                                                                                                          set one up
32. Dr ANDREWS & partner                                          01895 422 292          No                                          Planning to set one up
    Yiewsley Health Centre, 20 High Street, Yiewsley, Middlesex                                                                      but not got round to it
    UB7 7DP                                                                                                                          yet
33. Dr ANANTHA-REDDY & partner                                    020-88451515, 020-     No                           Put poster     No patients expressed
    1-2 Yeading Court, Masefield Lane, Hayes, Middlesex           88411930                                            up for three   interest so no group
    UB4 9AJ                                                                                                           months         was formed
34. Eastbury Surgery                                              0844 477 2535          No                                          No plans to set one up
    3 Eastbury Road, Northwood, Middlesex
    HA6 3AB
35. Dr PATEL                                                      01895-674156           No                           Poster in      No patients expressed
    1 Wallasey Crescent, Ickenham, Middlesex                                                                          waiting        interest in joining so
    UB10 8SA                                                                                                          room           group was not formed


                                                                                                                                                              27
   Surgery                                                       Phone No.            Patient         Regularity    How          Notes
                                                                                      Participation   of            promoted
                                                                                      Groups?         Meeting
36. Acre Surgery                                                 01923 820 844        No                                         No immediate plans to
    Northwood Health Centre, Neal Close, Acre Way, Northwood,                                                                    set one up.
    Middlesex
    HA6 1TQ
37. Dr STEARNES & partners                                       020-85737674         No                                         No plans to set one up
    60 West Drayton Road, Hillingdon, Uxbridge, Middlesex
    UB8 3LA
38. Dr SOLOMON & partners                                        020-88422991, 020-   No                            Put poster   No response. So
    The Medical Centre, 69 Queens Walk, Ruislip, Middlesex       8842-2245                                          up but…      haven‟t pursued it
    HA4 0NT
39. Dr SIRA                                                      020 8561 4473        No                                         Practice manager never
    The Surgery, Elers Road Health Clinic, Elers Road,Hayes,                                                                     heard of a PPG before
    Middlesex
    UB3 1NY
40. Dr SINGH                                                     0870-4173197         No                                         No waiting tone.
    114 Harmondsworth Road, West Drayton, Harmondsworth,         0844 477 8735                                                   No plans to set one up
    Middlesex UB7 9JW
41. Dr SIDDIQUI & partner                                        020 8845 4400        No                                         No plans to set one up
    21 Walnut Way, South Ruislip,
    Middlesex,
    HA4 6TA
42. Dr RUPARELIA & partners                                      020 8573 0483        No                            Poster in    Tried to set one up but
    Townfield Doctors Surgery, 34 College Way, Off Coldharbour                                                      reception    no-one responded /
    Lane, Hayes, Middlesex                                                                                                       volunteered
    UB3 3DZ
43. Dr RAJ & partners                                            01895-637800         No                                         No plans to set one up
    108 Aylsham Drive, Brrackenbury Village,
    Ickenham, Middlesex
    UB10 8UD
44. Dr MADHAVAN                                                  0844 477 1842        Not yet.        Every 2       Notices in   In process of setting
    75 Shakespeare Avenue, Hayes, Middlesex                                                           months.       waiting      one up.
    UB4 0BE                                                                                                         room and
                                                                                                                    reception.
45. Dr PATEL & partners                                          020-85731781         Yes             Once every    Adverts in   About 20 attend
    The Warren Medical Centre, The Warren, Uxbridge Road,                                             month / two   reception    meetings. Committee
    Hayes, Middlesex                                                                                  months                     also has a desk (about
    UB4 0SF                                                                                                                      once a month) where
                                                                                                                                 patients can come to
                                                                                                                                 speak to them.

                                                                                                                                                           28
    Surgery                                                          Phone No.              Patient         Regularity   How        Notes
                                                                                            Participation   of           promoted
                                                                                            Groups?         Meeting
46. Dr MARRIOTT & partners                                           01895-632677, 01895-   No                                      No plans to set one up
    The Medical Centre, 2a Wood Lane, Ruislip, Middlesex             634020
    HA4 6ER
47. Dr PARAMANATHAN & partners                                       0844 477 8639          No                                      No plans to set one up.
    Otterfield Medical Centre, 25 Otterfield Road, Yiewsley,West                                                                    0844 numbers tend to
    Drayton, Middlesex                                                                                                              have good answering
    UB7 8PE                                                                                                                         systems
48. Dr NATARAJAN                                                     020-87541555           No                                      No immediate plans to
    Heathrow Medical Centre, 1 St.Peter's Way, Harlington,                                                                          set one up
    Middlesex
    UB3 5AB
49. Dr MISTRY                                                        020 8422 5900          No                                      No plans to set one up
    700 Field End Road, South Ruislip Middlesex
    HA4 0QR
50. Dr RAJ & partners                                                01895-632410, 01895-   No                                      Talked about it but
    St.Martin's Medical Ctr., 21 Eastcote Road, Ruislip, Middlesex   676265                                                         nothing ever happened
    HA4 8BE




                                                                                                                                                              29
                 Out of Hours Service in Hillingdon GP Practices


Calls were made on the evenings of the 9th and 10th December 2006 by a Forum support
worker.

Results:
   42 out of 50 (84%) of surgeries directed patients to NHS Direct.
   Only 1 surgery connected patients straight to NHS Direct.
   47 out of 50 (94%) of surgeries gave an Out of Hours telephone number.
   3 of the surgeries that had messages did not include instructions on what to do.
   All surgeries that had messages gave clear instructions.
   23 out of 50 (46%) of surgeries inform the caller of surgery opening hours.
   44 out of 50 (88%) surgeries gave satisfactory information.

   Recommendations:
    The telephone number should be read out very slowly – callers may not be expecting to
     write down telephone number i.e. may not have a pen to hand and may be in pain
     and/or distress.

      It is important to inform patients of surgery opening hours because:
               i.  Some patients may be telephoning specifically for this purpose.
              ii.  If patients know the opening hours they can then decide whether they can
                   wait to see their GP or not.

      Ideally, the telephone message should be changed to suit the day of the week or time of
       day as then it would just be appropriate to inform callers when the surgery is next open.
       This would also shorten the length of the message and improve clarity. However, the
       Forum recognises that this is a time consuming option.

      Use model out of hours answer message instead of connecting directly to NHS Direct or
       the Out of Hours Service as this may not be appropriate for all callers.


                             Model Out of Hours Answer Message

   “The xxxx surgery is now closed. Please listen carefully to the whole of this message. We
   are open on Monday, Tuesday, Thursday, and Friday from 8am to 6.30pm and on
   Wednesday from 8am until 12.30pm. The surgery is closed from 12.30pm to 2pm every
   day. We are closed on Bank Holidays and weekends. If you are calling in an emergency
   please call 999.

   If you are in need of medical attention which cannot wait until the surgery re-opens please
   call the Out of Hour‟s Service on xxxx xxx. I repeat xxxx xxx. For medical advice and
   information please call NHS Direct a 24 hour helpline on 0845 4647. I repeat 0845 4647.
   Please do not leave a message on this machine.”




                                                                                               30
Surgery                       Phone No.       Does the       Does the        Were there      Were the       Does the    Was the         Notes
                                              message        message give    instructions on explanations   message     information
                                              direct to      the telephone   what to do?     clear?         inform of   satisfactory?
                                              NHS            number?                                        surgery
                                              Direct?                                                       opening
                                                                                                            hours?
King Edwards Medical Centre   01895 632 021   Yes            Yes              Yes             Yes            No          Yes
19 King Edwards Rd
Ruislip HA4 7AE
Swakeleys Medical Centre      01895 632 114   Yes            Yes              Yes             Yes            No          Yes
93 Swakeleys Rd
Ickenham UB10 8DQ
Dr Karim                      01895 632 741   Yes            Yes              Yes             Yes            No          Yes
22 Ladygate
Ruislip HA4 7QU
Dr Shashikanth                01895 233 881   Yes            Yes              Yes             Yes            Yes         Yes            Advised to call
198 Harlington Rd                                                                                                                       999 in case of
Hillingdon UB8 3HA                                                                                                                      emergency.
Dr Mort                       01895 270 690   Yes            Yes              Yes             Yes            Yes         Yes
Church Rd Surgery
4a Church Rd
Cowley, Uxbridge UB8 3NA
Dr C B Patel                  020 8573 2037   Yes            Yes              Yes             Yes            No          Yes
157 Old Station Rd
Hayes UB3 4JE
Dr Kantham                    020 8573 9787   Yes            Yes              Yes             Yes            No          Yes
259 Station Rd
Hayes UB3 4JE
Dr Tanvir                     020 8573 8560   Yes            Yes              Yes             Yes            Yes         Yes
167 North Hyde Rd
Hayes UB3 4NS


Orchard Practice              01895 486 052   Yes            Yes              Yes             Yes            Yes         Yes
Hesa Centre
52 Station Rd
Hayes UB3 4ZZ
Dr COPLAND & partners         01895-233211    No. But        Yes              Yes             Yes            Yes         Yes
The Belmont Medical Centre,                   gives out of
57 Belmont Road, Uxbridge,                    hours
Middlesex                                     service no.
UB8 1SD

                                                                                                                                                 31
Surgery                          Phone No.        Does the    Does the        Were there      Were the       Does the    Was the         Notes
                                                  message     message give    instructions on explanations   message     information
                                                  direct to   the telephone   what to do?     clear?         inform of   satisfactory?
                                                  NHS         number?                                        surgery
                                                  Direct?                                                    opening
                                                                                                             hours?
The Orchard Practice, 70         01895 486 052    No          Yes              Yes             Yes            Yes         Yes
Station Road, Hayes,
Middlesex
UB3 4DF
Dr DAVIES & partner              01895-252352     No. But     Yes              Yes             Yes            Yes         Yes
Hillingdon Health Centre, 4                       gives you
Freezeland Way, Hillingdon,                       out of
Middlesex UB10 9QF                                hours
                                                  services
                                                  no.
Dr THOMAS & partners             020 8845 7100    Yes         Yes              Yes             Yes            Yes         Yes
The Cedar Brook Practice, 11
Kingshill Close, Hayes,
Middlesex
UB4 8DD
Dr TIMMIS & partners             020 8866 0121,   Yes         Yes              Yes             Yes            No          Yes
The Eastcote Health Centre, 2a   020-88668382
Abbotsbury Gardens, Eastcote,
Pinner, Middlesex HA5 1TG
Dr Hogarth & partners            01895-822944     Yes         Yes              Yes             Yes            Yes         Yes
Harefield Health Centre,
Rickmansworth Road,
Harefield, Middlesex UB9 6JY
Dr MADER & partners              01895-237411     Yes         Yes              Yes             Yes            Yes         Yes
The Oakland Medical Ctre, 344
Long Lane, Hillingdon,
Middlesex
UB10 9PN
Dr KOSCIESZA & partner           020 8429 9595,   Yes         Yes              Yes             Yes            No          Yes
The Cedars Medical Centre,       020 8429 9591
118 Elliott Avenue, Ruislip,
Middlesex
HA4 9LZ




                                                                                                                                                 32
Surgery                         Phone No.       Does the    Does the        Were there      Were the       Does the    Was the         Notes
                                                message     message give    instructions on explanations   message     information
                                                direct to   the telephone   what to do?     clear?         inform of   satisfactory?
                                                NHS         number?                                        surgery
                                                Direct?                                                    opening
                                                                                                           hours?
Dr JOWETT & partners            01895-442026,   No          Yes              Yes             Yes            Yes         Yes
New Medical Centre, 6 The
Green, West Drayton, UB7 7PJ
Dr JOSHI                        020-88458866    Yes         Yes              Yes             Yes            No          Yes
346 Yeading Lane, Hayes,
Middlesex UB4 9AY
Dr JASSAL & partners            01895-234426    Yes         Yes              Yes             Yes            No          Yes
Brunel Medical Centre, Brunel
University, Kingston
Lane,Uxbridge, Middlesex UB8
3PH
Dr Speight                      01895-679800,   Yes         Yes              Yes             Yes            Yes         Yes
Southcote Clinic, Southcote     01895-621215
Rise, Ruislip, Middlesex HA4
7LW
Dr HARING                       01923-829608,   Yes                                                         No                         Only gives out of
Northwood Health Centre, Neal   01923-845811                                                                                           hours and NHS
Close, Acre Way, Northwood,                                                                                                            Direct Numbers.
Middlesex HA6 1TQ                                                                                                                      Very short msg.
Carepoint Surgery               01923 820 866   No          Yes              Yes             Yes            No          Yes
Northwood Health Centre, Neal
Close, Acre Way, Northwood,
Middlesex HA6 1TQ
Steven Shackman Practice        01923 828 488   Yes         Yes              Yes             Yes            Yes         Yes
Northwood Health Centre, Neal
Close, Acre Way, Northwood,
Middlesex HA6 1TQ
Kingsway Surgery                020 8573 3934   Yes         Yes              Yes             Yes            Yes         Yes
Hayes Stadium, Judge Heath
Lane, Hayes, Middlesex UB3
2PF
Dr DAILY-JONES                  01895-234585    Yes         Yes              Yes             Yes            No          Yes
The Timbers Surgery, St
Laurence Church Hall,
Shepherds Close, Cowley,
Uxbridge UB8 2EZ

                                                                                                                                                33
Surgery                           Phone No.        Does the    Does the        Were there      Were the       Does the    Was the         Notes
                                                   message     message give    instructions on explanations   message     information
                                                   direct to   the telephone   what to do?     clear?         inform of   satisfactory?
                                                   NHS         number?                                        surgery
                                                   Direct?                                                    opening
                                                                                                              hours?
Dr ALLEN & partners               020-88668981     No          Yes OOH          No              No             No          No             Just gives a
The Eastcote Health Ctr., 2a                                                                                                              number, no other
Abbotsbury Gardens, Eastcote,                                                                                                             information
Pinner, Middlesex HA5 1TG
Dr CHANA & partners               01895-435377     Yes         Yes              Yes             Yes            Yes         Yes            Gives website
Yiewsley Health Centre, 20                                                                                                                address of
High Street, Yiewsley,                                                                                                                    surgery
Middlesex
UB7 7DP
Dr CAMPBELL & partners            020 8897 8288,   Yes         Yes              Yes             Yes            No          Yes
Glendale House Surgery, 155       020 8897 0724
High Street, Harlington, Hayes,
Middlesex UB3 5DA
Dr BIRLY                          01895-237474,    Yes                                                                                    Connects directly
Acorn Medical Centre, 149         01895-233787                                                                                            to NHS Direct
Long Lane, Hillingdon,
UB10 9JN
Dr AURORA & partners              020-88663430,    Yes         Yes              Yes             Yes            No          Yes
1 Oxford Drive, Eastcote,         020-88666589
Ruislip, Middlesex HA4 9EY
Dr ANDREWS & partner              01895 422 292    Yes         Yes              Yes             Yes            No          Yes
Yiewsley Health Centre, 20
High Street, Yiewsley,
UB7 7DP
Dr ANANTHA-REDDY &                020-88451515,    No          Yes              Yes             Yes            Yes         Yes
partner                           020-88411930
1-2 Yeading Court, Masefield
Lane, Hayes, Middlesex UB4
9AJ
Eastbury Surgery                  0844 477 2535                                                                                           No space for
3 Eastbury Road, Northwood,                                                                                                               more messages
Middlesex HA6 3AB                                                                                                                         on voicemail.
Dr PATEL                          01895-674156     Yes         Yes              Yes             Yes            No          Yes
1 Wallasey Crescent,
Ickenham, Middlesex
UB10 8SA

                                                                                                                                                  34
Surgery                           Phone No.       Does the    Does the        Were there      Were the       Does the    Was the         Notes
                                                  message     message give    instructions on explanations   message     information
                                                  direct to   the telephone   what to do?     clear?         inform of   satisfactory?
                                                  NHS         number?                                        surgery
                                                  Direct?                                                    opening
                                                                                                             hours?
Acre Surgery                      01923 820 844   Yes         Yes              Yes             Yes            Yes         Yes
Northwood Health Centre, Neal
Close, Acre Way, Northwood,
Middlesex HA6 1TQ
Dr STEARNES & partners            020 8573 7674                                                                                          Rings for 23
60 West Drayton Road,                                                                                                                    seconds then
Hillingdon, Uxbridge, Middlesex                                                                                                          says thank you
UB8 3LA                                                                                                                                  for calling and
                                                                                                                                         hangs up.
Dr SOLOMON & partners             020-88422991,   Yes         Yes              Yes             Yes            Yes         Yes
The Medical Centre, 69 Queens     020-8842-2245
Walk, Ruislip, Middlesex HA4
0NT
Dr SIRA                           020 8561 4473                                                                                          No answer.
The Surgery, Elers Road Health
Clinic, Elers Road,Hayes,
Middlesex UB3 1NY
Dr SINGH                          0870-4173197    Yes         Yes              Yes             Yes            No          Yes
114 Harmondsworth Road,           0844 477 8735
West Drayton, Harmondsworth,
Middlesex UB7 9JW
Dr SIDDIQUI & partner             020 8845 4400   Yes         Yes              Yes             Yes            No          Yes            Rang for 28
21 Walnut Way, South Ruislip,                                                                                                            seconds before
Middlesex HA4 6TA                                                                                                                        message.
Dr RUPARELIA & partners           020 8573 0483   Yes         Yes              Yes             Yes            No          Yes
Townfield Doctors Surgery, 34
College Way, Off Coldharbour
Lane, Hayes, Middlesex UB3
3DZ
Dr RAJ & partners                 01895-637800    Yes         Yes              Yes             Yes            Yes         Yes
108 Aylsham Drive,
Brrackenbury Village,
Ickenham, UB10 8UD
Dr MADHAVAN                       0844 477 1842   Yes         Yes              Yes             Yes            No          Yes
75 Shakespeare Avenue,
Hayes, Middlesex UB4 0BE

                                                                                                                                                  35
Surgery                          Phone No.       Does the    Does the        Were there      Were the       Does the    Was the         Notes
                                                 message     message give    instructions on explanations   message     information
                                                 direct to   the telephone   what to do?     clear?         inform of   satisfactory?
                                                 NHS         number?                                        surgery
                                                 Direct?                                                    opening
                                                                                                            hours?
Dr PATEL & partners              020 8573 1781   Yes         Yes              Yes             Yes            No          Yes
The Warren Medical Centre,
The Warren, Uxbridge Road,
Hayes, Middlesex UB4 0SF
Dr MARRIOTT & partners           01895-632677,   Yes         Yes              Yes             Yes            Yes         Yes
The Medical Centre, 2a Wood      01895-634020
Lane, Ruislip, Middlesex HA4
6ER
Dr PARAMANATHAN &                0844 477 8639   Yes         Yes              Yes             Yes            No          Yes            For urgent
partners                                                                                                                                medical attention
Otterfield Medical Centre, 25                                                                                                           press 1
Otterfield Road, Yiewsley,West
Drayton, Middlesex UB7 8PE
Dr NATARAJAN                     020-87541555    Yes         Yes              Yes             Yes            Yes         Yes            For accident and
Heathrow Medical Centre, 1                                                                                                              emergencies go
St.Peter's Way, Harlington,                                                                                                             to local casualty
Middlesex UB3 5AB                                                                                                                       service.
Dr MISTRY                        020 8422 5900   Yes         Yes              Yes             Yes            Yes         Yes            Message said
700 Field End Road, South                                                                                                               ring accident and
Ruislip Middlesex HA4 0QR                                                                                                               emergency,
                                                                                                                                        should say ring
                                                                                                                                        999
Dr RAJ & partners                01895-632410,   Yes         Yes              Yes             Yes            Yes         Yes
St.Martin's Medical Ctr., 21     01895-676265
Eastcote Road, Ruislip,
Middlesex
HA4 8BE




                                                                                                                                                 36
    Booking an Appointment with an NHS Dentist in Hillingdon
The Forum Support Organisation (FSO) on behalf of the Forum for Ealing PCT
undertook an anonymous survey on Thursday 1st February between 15.15 and 16.30 to
find out whether it is possible to obtain an NHS dental appointment in the London
Borough of Hillingdon. The list of dental surgeries was obtained from www.nhs.co.uk
website.

Results
 Of the 42 dental surgeries listed on the NHS website 25 (60%) were offering NHS
  treatment.
 Patients were able to book routine appointments within 3 days at 13 out of these 25
  (52%) dental surgeries.
 At 5 of these 25 (20%) surgeries patients had to wait over 3 weeks for a routine
  appointment.

 When appointment can be        Number Percentage
 made
 Within 1 day                   2          5%
 2 days                         4          10%
 3 days                         7          17%
 4 days                         3          7%
 6 days                         2          5%
 7 days                         1          2%
 2 weeks                        1          2%
 3-4 weeks                      4          10%
 3 months                       1          2%

Recommendations

   There should be continuity between the information on nhs.co.uk website and the
    information provided by the PCT (i.e. the current information) on the names of dental
    surgeries and whether they are provide NHS dental treatment.

General Information from the Department of Health Information on NHS Dentistry

“Registration was introduced in 1990 as a way of measuring how much dentists should
be paid for providing NHS dental services. This system is no longer relevant.

Under the old system, dentists received a payment for the number of patients registered
with the practice. They were also responsible for providing out-of-hours care for patients
registered with the practice.

Since 1 April 2006, your Primary Care Trust (PCT) is responsible for out-of-hours care
and commissions services for the whole community. This provides a central point of
access for urgent and out-of-hours dental care in your area. Most dentists that worked
for the NHS prior to 1 April 2006 are continuing to provide NHS dental services. However
since April 2006 a small number has decided to either change the amount of NHS
dentistry they provide, or to stop providing NHS dentistry altogether.



                                                                                        37
    Your dentist may provide a mixture of NHS and private care. The NHS services your
    dentist provides depends on local needs and the contract they agree with your Primary
    Care Trust.

    This may mean that some dentists continue to provide children-only NHS services.
    However, a dentist may not accept children as NHS patients on condition that their
    parent(s) or guardian agree to sign up for private treatment.

    Checklist for Patients

    Your dentist should:

   undertake a thorough examination of your mouth, teeth and gums explain your treatment
    options and let you know what can be provided on the NHS or privately
   make sure you know how much your NHS and/or private treatment will cost
   provide you with a written treatment plan (including costs) if you are receiving a mix of
    NHS and private care
   display a poster about NHS charges in the waiting room
   discuss with you how often you need to attend - if you have good oral health it's unlikely
    you will need a check up every six months
   provide a leaflet with information about the practice and the services available.

    As of 1 April 2006, your dentist cannot:

   charge you for missed appointments - but if you continue to miss appointments they may
    decide not to offer you treatment

   accept children as NHS patients on condition that their parent, parents or guardian agree
    to sign up for private treatment.”

    NHS Dental Charges

    £15.50 - This charge includes an examination, diagnosis and preventive care. If
    necessary, this includes X-rays, scale and polish, and planning for further treatment.

    Urgent and out-of-hours care also costs £15.50.

    OR
    £42.40 - This charge includes all necessary treatment covered by the £15.50 charge
    PLUS additional treatment such as fillings, root canal treatment or extractions.

    OR
    £189 -This charge includes all necessary treatment covered by the £15.50 and £42.40
    charges PLUS more complex procedures such as crowns, dentures or bridges.‟




                                                                                             38
     Dental Practice              Telephone No.   Can I make an         When is the next available   Comments
                                                  appointment for NHS   appointment?
                                                  treatment?
1.   130 Dental Centre            020 8573 0026   Yes                   Within 3 days
     130 Coldharbour Lane,
     Hayes, Middlesex, UB3
     3HB
2.   Campbell House Dental        01895 234 540   Yes                   Within 1 day
     Practice
     330 Long Lane, Hillingdon,
     Middlesex, UB10 9PF
3.   Dental Practice              020 8573 3048   Yes                   Within 4 days
     115 Station Road, Hayes,
     Hayes, Middlesex, UB3
     4BX
4.   Dr. K. Mehta                 020 8866 7278   No but…               Within 3 days                NHS treatment for
     27 Field End Road,                                                                              children and pregnant
     Eastcote, Pinner,                                                                               women.
     Middlesex, HA5 2QQ                                                                              Routine check up for
                                                                                                     adults £32
5.   Dr. L. Patel                 020 8866 2940   Yes                   Within 3 days
     70 Field End Road,
     Eastcote, Pinner,
     Middlesex, HA5 2QG
6.   Eastcote Dental Practice     020 8866 0758   No                                                 Website says they are
     154a Field End Road,                                                                            accepting new fee-paying
     Eastcote, Pinner,                                                                               NHS patients
     Middlesex, Middlesex, HA5
     1RH
7.   Escentics Health & Beauty    01895 258700    Yes                   Within 15 days (3 weeks)
     299 Long Lane, Hillingdon,
     Middlesex, England - Uk,
     UB10 9JY




                                                                                                                                39
      Dental Practice               Telephone No.   Can I make an                   When is the next available   Comments
                                                    appointment for NHS             appointment?
                                                    treatment?
8.    Frays Dental Centre           01895 232 077   Yes                             Within 2 days
      105-107 Belmont Road,
      Uxbridge, Middlesex, UB8
      1QX
9.    Integrated Dental Holdings    01895 235 858   Yes                             Within 3 days
      Ltd
      278b High Street, Uxbridge,
      Middlesex, UB8 1LQ
10.   Ivory Dental Practice         020 8841 5008   Principal dentist private but   Within 4 days
      40 Station Approach, South                    part-time dentists who also
      Ruislip, South Ruislip,                       work there will see NHS
      Middlesex, HA4 6RZ                            patients
11.   Kingsend Dental Health        01895 632 133   No                                                           Check up is £30.
      Clinic                                                                                                     Very helpful – gave local
      34, Kingsend, Ruislip,                                                                                     health authority number to
      Middlesex, Middlesex, HA4                                                                                  help find an NHS dentist.
      7DA
12.   M. A. Shepherd, Ms.C          0208 866 0118   Yes                             Within 1 day
      Roberts & Mrs. S. B.
      Knowles
      1, Morford Way, Eastcote,
      Ruislip, Middlesex, HA4
      8SL
13.   Melhuish RS and Shah CS       01895 822 163   Yes but…                        Would have to wait 3
      Dental Practice                                                               months
      14a Northwood Road,
      Harefield, UB9 6PW
14.   Mount Vernon Dental           01923 840 571   No
      Specialists
      Mount Vernon Hospital,
      Rickmansworth Road,
      Northwood, HA6 2RN




                                                                                                                                              40
    Dental Practice               Telephone No.          Can I make an         When is the next available   Comments
                                                         appointment for NHS   appointment?
                                                         treatment?
15. Mr B L Schueler, Mr H P       01895 633 765          Yes but…              Only one dentist in the
    Hirsh, Mr A P Hodge & Mr                                                   practice offers NHS
    N R Shukle                                                                 treatment on a Thursday so
    33 Eastcote Road,                                                          would have to wait until
    Eastcote, Ruislip,                                                         march (1 month)
    Middlesex, HA4 8BE
16. Mr J. E Asquith, Ms S. M.     01895 672535/ 676072   Yes                   3 – 4 weeks
    Noble & Ms. K. Fedyszak
    117 High Street, Ruislip,
    Middlesex, HA4 8JN
17. Mr S. K. Blackburn, Mrs S.    01895 636 121          No
    Patel & Miss A. Dangoor
    105 Victoria Road, Ruislip,
    Middlesex, HA4 9BN
18. Mr. A. K. Mirza & Mr. P. S.   020 8573 4210          Yes                   Within 6 days
    S. Sanehi
    1a Carlyon Road, Hayes,
    Hayes, Middlesex, UB4
    0NR
19. Mr. C. H. Wong                01895 678 889          No
    77 Swakeleys Road,
    Ickenham, Ickenham,
    Middlesex, UB10 8DQ
20. Mr. C.J. Naughton & Mrs.      020 8868 6666          Yes                   Within 4 days
    S.K. Karia
    388 Field End Road,
    Eastcote, Ruislip,
    Middlesex, HA4 9PG
21. Mr. G. Hollis                 01895 822 154          No
    3 Park Lane, Harefield,
    Middlesex,
    UB9 6BJ




                                                                                                                       41
    Dental Practice               Telephone No.   Can I make an         When is the next available   Comments
                                                  appointment for NHS   appointment?
                                                  treatment?
22. Mr. G. Hollis & Mr. C.J.      01895 234344    No
    Maher
    15 Windsor Street,
    Uxbridge, Middlesex, UB8
    1AB
23. Mr. H. J. Botha               01895 233 955   No
    1a Court Drive, Hillingdon,
    Middlesex, UB10 0BJ
24. Mr. J. S. Hyman               01895 636 685   No
    58a Park Way, Ruislip,
    Middlesex, HA4 8NR
25. Mr. J. V. Konviser            01923 820 509   No – they are an
    112 Pinner Road,                              orthodontist
    Northwood, Middlesex, HA6
    1BS
26. Mr. M. A. Baker & Mrs. A.     01923 777 934   No
    Baker
    Northwood Health Centre,
    Neal Close, Acre Way,
    Northwood, Middlesex, HA6
    1TQ
27. Mr. M. D. Austin              01895 233 183   Yes                   Within 6 days
    77 Belmont Road,
    Uxbridge, UB8 1QU
28. Mr. M. E. Jones               01895 442 801   Yes                   Within 7 days
    11 Station Road, West
    Drayton, West Drayton,
    Middlesex, UB7 7BT
29. Mr. M. Shah                   01923 824 400   No
    7, Station Approach,
    Northwood, Middlesex,
    HA6 2XN




                                                                                                                42
    Dental Practice               Telephone No.   Can I make an         When is the next available   Comments
                                                  appointment for NHS   appointment?
                                                  treatment?
30. Mr. N. K. J. Patel & Mr. M.   020 8866 4051   Yes                   Within 2 days
    A, Amin
    103 Pinner Road,
    Northwood Hills, Middlesex,
    HA6 1QN
31. Mr. R. A. Gold & Mr. T. M.    020 8573 5899   Yes                   Within 3 weeks
    Magaziner
    87a Coldharbour Lane,
    Hayes, Middlesex, UB3 3EF
32. Mr. T. P. O'Brian             020 8573 7624   Yes                   Within 3 days
    138 Coldharbour Lane,
    Hayes, Middlesex, UB3
    3HG
33. Northwood Hills Dental        01923 848426    No BUT                Within 2 days                Receptionist (Debbie) was
    Clinic                                                                                           VERY helpful.
    35 Norwich Road,                                                                                 And they offer very
    Northwood Hills, Middlesex,                                                                      competitive rates against
    England - Uk, HA6 1ND                                                                            the NHS e.g. £12 for a
                                                                                                     check-up and £3.60 for an
                                                                                                     x-ray.
34. Northwood Hills Dental        01923 823 148   Yes                   Within 2 weeks (10 days)
    Practice
    141 Pinner Road,
    Northwood, Middlesex,
    Middlesex, HA6 1DB
35. Orchard Dental Care           020 8866 4687   Yes but…              Within 3 days                NHS is a dentist in
    6, Elm Avenue, Eastcote,                                                                         training.
    Ruislip, HA4 8PD
36. Swakeleys Dental Practice     01895 636 427   No                                                 Only treat children and
    116 Swakeleys Road,                                                                              pregnant women on NHS.
    Ickenham, Uxbridge,                                                                              Check up is initially £50,
    Middlesex, UB10 8BA                                                                              then £25




                                                                                                                                  43
    Dental Practice               Telephone No.   Can I make an         When is the next available   Comments
                                                  appointment for NHS   appointment?
                                                  treatment?
37. Sweetcroft Dental Practice    01895 232 733   Yes                   Within 3 days
    267 Long Lane, Hillingdon,
    Middlesex, UB10 9JR
38. The Dental Design Studio      01923 836334    Yes                   Within 2 days
    1 Murray Road, Northwood,
    Middlesex, England - Uk,
    HA6 2YP
39. The Orthodontic Practice      No number       No
    Chiltern View Road,
    Uxbridge, Middlesex,
    England - Uk, UB8 2PF
40. The Orthodontic Practice      020 8582 5588   No
    24 Pinner Road, Northwood
    Hills, Middlesex, HA6 1QP
41. The Village Dental Practice   020 8754 0085   Yes                   Within 2 days
    159 High Street, Hayes,
    Harlington, Middlesex, UB3
    5DA
42. Yeading Lane Dental           0208 5736910    Yes                   Within 3 days
    Practice
    9, Yeading Lane, Hayes,
    Middlesex, UB4 0EL




                                                                                                                44
Out of Hours Service in Hillingdon Dental Practices

Calls were made on the evening of the 3rd February 2007 at 17.15 by a Forum
support worker.

Of the 42 dental surgeries listed on the NHS website, 3 are orthodontic
practices (see below). Therefore, these have not been included in the survey.

 Mr. J. V. Konviser         01923 820 509
 112 Pinner Road,
 Northwood, Middlesex,
 HA6 1BS
 The Orthodontic Practice   No number
 Chiltern View Road,
 Uxbridge, Middlesex,
 UB8 2PF
 The Orthodontic Practice   020 8582 5588
 24 Pinner Road,
 Northwood Hills,
 Middlesex, HA6 1QP

Results:
 3 (8%) out of 39 surgeries had no answer phone message.
 23 (59%) out of 39 surgeries inform the caller of surgery opening hours.
 27 (69%) out of 39 surgeries, gave the correct emergency line telephone
  number.
 5 (13%) repeated the emergency line telephone number.
 19 (49%) gave the opening hours of the emergency line service.
 1 (3%) surgery directed patients to NHS Direct.
 27 (69%) had answer phone messages which were clear and easy to
  understand.

Recommendations:

   The telephone number should be read out very slowly – callers may not be
    expecting to write down telephone number i.e. may not have a pen to hand
    and may be in pain and/or distress.
   It is important to inform patients of surgery opening hours because:
           iii.  Some patients may be telephoning specifically for this purpose.
           iv.   If patients know the opening hours they can then decide whether
                 they can wait to see their GP or not.
   Ideally, the telephone message should be changed to suit the day of the
    week or time of day as then it would just be appropriate to inform callers
    when the surgery is next open. This would also shorten the length of the
    message and improve clarity. However, the Forum recognises that this is
    a time consuming option.
   Use model out of hours answer message instead of connecting directly to
    NHS Direct or the Out of Hours Service as this may not be appropriate for
    all callers.




                                                                             45
                     Model Out of Hours Answer Message

“The xxxx surgery is now closed. Please listen carefully to the whole of this
message. We are open on Monday, Tuesday, Thursday, and Friday from 8am
to 6.30pm and on Wednesday from 8am until 12.30pm. The surgery is closed
from 12.30pm to 2pm every day. We are closed on Bank Holidays and
weekends. If you are calling in an emergency please call 999.
If you are in need of medical attention which cannot wait until the surgery re-
opens please call the Out of Hour‟s Service on xxxx xxx. I repeat xxxx xxx.
For medical advice and information please call NHS Direct a 24 hour helpline
on 0845 4647. I repeat 0845 4647. Please do not leave a message on this
machine.”




                                                                             46
   Dental Practice     Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS       Message    Comments
                       No.         hours or     no.?        emergency   emergency   hours of    Direct?   clear?
                                   state when               no.?        no.?        emergency
                                   next                                             line?
                                   open?
1. 130 Dental          020 8573    Yes          Yes         Yes         Yes         Yes         No        Yes
   Centre              0026
   130 Coldharbour
   Lane, Hayes,
   Middlesex,
   UB3 3HB
2. Campbell House      01895 234   Yes          Yes         Yes         No          No          No        No
   Dental Practice     540                                                                                Could be
   330 Long Lane,                                                                                         clearer
   Hillingdon,
   Middlesex, UB10
   9PF
3. Dental Practice     020 8573    Yes          Yes         Yes         No          Yes         No        Yes
   115 Station         3048                                                                               Very
   Road,
   Hayes,
   Middlesex,
   UB3 4BX
4. Dr. K. Mehta        020 8866    Yes          Yes         Yes         No          Yes         No        Yes        Can leave a
   27 Field End        7278                                                                                          message
   Road,
   Eastcote, Pinner,
   Middlesex,
   HA5 2QQ
5. Dr. L. Patel        020 8866    Yes          Yes         Yes         No          No          No        Yes
   70 Field End        2940
   Road, Eastcote,
   Pinner,
   HA5 2QG




                                                                                                                          47
   Dental Practice      Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS       Message   Comments
                        No.         hours or     no.?        emergency   emergency   hours of    Direct?   clear?
                                    state when               no.?        no.?        emergency
                                    next                                             line?
                                    open?
6. Eastcote Dental      020 8866    No           Yes         Yes         Yes         No          No        Yes
   Practice             0758
   154a Field End
   Road, Eastcote,
   Pinner, Middx,
   HA5 1RH
7. Escentics Health     01895       No           Yes         No          No          No          No        Yes
   & Beauty             258700                               07775 865
   299 Long Lane,                                            693
   Hillingdon,
   Midx,UB10 9JY
8. Frays Dental         01895 232   Yes          Yes         Yes         No          No          No        Yes       Message
   Centre               077                                                                                          says that
   105-107 Belmont                                           Also give                                               Charing X
   Road, Uxbridge,                                           07971 353                                               walk in centre
   Middlesex,                                                491                                                     is no longer
   UB8 1QX                                                                                                           available –
                                                                                                                     but it it.
9. Integrated Dental    01895 235   Yes          No          -           -           -           No        No
    Holdings Ltd        858
    278b High Street,
    Uxbridge,
    Middlesex,
    UB8 1LQ
10. Ivory Dental        020 8841    Yes          Yes         Yes         Yes         No          No        Yes       Can leave a
    Practice            5008                                                                                         message
    40 Station
    Approach, South
    Ruislip, Middx,
    HA4 6RZ




                                                                                                                          48
    Dental Practice      Telephone   Opening      Emergency   Correct          Repeated    Opening     NHS       Message      Comments
                         No.         hours or     no.?        emergency        emergency   hours of    Direct?   clear?
                                     state when               no.?             no.?        emergency
                                     next                                                  line?
                                     open?
11. Kingsend Dental      01895 632   Yes          Yes         No               No          No          No        Yes          Can leave a
    Health Clinic        133         BUT not                  07733 396                                                       message
    34, Kingsend,                    updated                  043
    Ruislip,                                                  only for those
    Middlesex, HA4                                            registered
    7DA
12. M. A. Shepherd,      0208 866    Yes          Yes         Yes              No          Yes         No        No           Can leave a
    Ms.C Roberts &       0118                                                                                    Too much     message
    Mrs. S. B.                                                                                                   background
    Knowles                                                                                                      noise
    1, Morford Way,
    Eastcote, Ruislip,
    Middlesex, HA4
    8SL
13. Melhuish RS and      01895 822   No           Yes         Yes              No          Yes         No        Yes
    Shah CS Dental       163
    Practice
    14a Northwood
    Road, Harefield,
    Middlesex, UB9
    6PW
14. Mount Vernon         01923 840   Yes          Yes         No               No          No          No        Yes          Can leave a
    Dental               571                                  07766 084                                                       message
    Specialists                                               798
    Mount Vernon
    Hospital,
    Rickmansworth
    Road,
    Northwood,
    HA6 2RN




                                                                                                                                   49
   Dental Practice      Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS        Message        Comments
                        No.         hours or     no.?        emergency   emergency   hours of    Direct?    clear?
                                    state when               no.?        no.?        emergency
                                    next                                             line?
                                    open?
15. Mr B L Schueler,    01895 633   Yes          Yes         Yes         No          Yes         No         Yes            Can leave a
    Mr H P Hirsh, Mr    765                                                                                 But too fast   message
    A P Hodge & Mr
    N R Shukle
    33 Eastcote
    Road, Eastcote,
    Ruislip, Middx,
    HA4 8BE
16. Mr J. E Asquith,    01895       Yes          Yes         Yes         No          Yes         No         Yes            Can leave a
    Ms S. M. Noble &    672535/                                                                                            message
    Ms. K. Fedyszak     676072
    117 High Street,
    Ruislip,
    Middx,
    HA4 8JN
17. Mr S. K.            01895 636   Yes          Yes         Yes         Yes         Yes         No         Yes
    Blackburn, Mrs S.   121
    Patel & Miss A.
    Dangoor
    105 Victoria
    Road, Ruislip,
    Middlesex,
    HA4 9BN
18. Mr. A. K. Mirza &   020 8573    No           No          -           -           -           Yes        Yes
    Mr. P. S. S.        4210                                                                     Repeated
    Sanehi
    1a Carlyon Road,
    Hayes, Middx,
    UB4 0NR




                                                                                                                                50
    Dental Practice     Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS       Message        Comments
                        No.         hours or     no.?        emergency   emergency   hours of    Direct?   clear?
                                    state when               no.?        no.?        emergency
                                    next                                             line?
                                    open?
19. Mr. C. H. Wong      01895 678   No           Yes         Yes         Yes         No          No        Yes
    77 Swakeleys        889                                                                                But too fast
    Road, Ickenham,
    Ickenham,
    Middlesex, UB10
    8DQ
20. Mr. C.J.            020 8868    Yes          Yes         Yes         No          Yes         No        Yes            Can leave a
    Naughton & Mrs.     6666                                                                               Very clear     message
    S.K. Karia
    388 Field End
    Road, Eastcote,
    Ruislip,
    Middlesex, HA4
    9PG
21. Mr. G. Hollis       01895 822   Yes          Yes         Yes         No          Yes         No        Yes            Can leave a
    3 Park Lane,        154                                                                                               message
    Harefield,
    Middlesex, UB9
    6BJ
22. Mr. G. Hollis &     01895       Yes          Yes         Yes         No          Yes         No        Yes            Can leave a
    Mr. C.J. Maher      234344      Opening                                                                               message
    15 Windsor                      hours AND
    Street, Uxbridge,               when next
    Middlesex, UB8                  open
    1AB
23. Mr. H. J. Botha     01895 233   Yes          Yes         Yes         No          Yes         No        Yes
    1a Court Drive,     955
    Hillingdon,
    Middlesex, UB10
    0BJ




                                                                                                                               51
   Dental Practice      Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS       Message    Comments
                        No.         hours or     no.?        emergency   emergency   hours of    Direct?   clear?
                                    state when               no.?        no.?        emergency
                                    next                                             line?
                                    open?
24. Mr. J. S. Hyman     01895 636   No           Yes         Yes         No          Yes         No        Yes        Can leave a
    58a Park Way,       685                                                                                           message
    Ruislip,
    Middlesex, HA4
    8NR
25. Mr. M. A. Baker &   01923 777   No           No          -           -           -           No        No         Can ONLY
    Mrs. A. Baker       934                                                                                           leave a
    Northwood                                                                                                         message
    Health Centre,
    Neal Close, Acre
    Way, Northwood,
    Middlesex, HA6
    1TQ
26. Mr. M. D. Austin    01895 233   No           Yes         Yes         No          Yes         No        Yes        Can leave a
    77 Belmont          183                                                                                           message
    Road, Uxbridge,
    Middlesex, UB8
    1QU
27. Mr. M. E. Jones     01895 442   No           No          -           -           -           No        No         Rang for 1.19
    11 Station Road,    801                                                                                           mins then
    West Drayton,                                                                                                     „memory is
    Middlesex, UB7                                                                                                    full‟
    7BT
28. Mr. M. Shah         01923 824   No           Yes         No          No          No          No        No
    7, Station          400                                  07956 512                                     Too fast
    Approach,                                                088
    Northwood,
    Middlesex,
    HA6 2XN




                                                                                                                           52
    Dental Practice      Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS       Message   Comments
                         No.         hours or     no.?        emergency   emergency   hours of    Direct?   clear?
                                     state when               no.?        no.?        emergency
                                     next                                             line?
                                     open?
29. Mr. N. K. J. Patel   020 8866    No           Yes         Yes         No          Yes         No        Yes
    & Mr. M. A, Amin     4051
    103 Pinner Road,
    Northwood Hills,
    Middlesex,
    HA6 1QN
30. Mr. R. A. Gold &     020 8573    No           No          -           -           -           No        No        Rang for 2
    Mr. T. M.            5899                                                                                         mins
    Magaziner                                                                                                         No message
    87a Coldharbour
    Lane,
    Hayes,
    UB3 3EF
31. Mr. T. P. O'Brian    020 8573    No           No          -           -           -           No        No        Rang for 1
    138 Coldharbour      7624                                                                                         min
    Lane, Hayes,                                                                                                      No message
    Middlesex,
    UB3 3HG
32. Northwood Hills      01923       No           No          -           -           -           No        No        Can ONLY
    Dental Clinic        848426                                                                                       leave
    35 Norwich                                                                                                        message
    Road, Northwood
    Hills,
    HA6 1ND
33. Northwood Hills      01923 823   No           Yes         Yes         No          No          No        Yes       Can ONLY
    Dental Practice      148                                                                                          leave
    141 Pinner Road,                                                                                                  message
    Northwood,
    Middlesex,
    HA6 1DB




                                                                                                                          53
    Dental Practice      Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS       Message       Comments
                         No.         hours or     no.?        emergency   emergency   hours of    Direct?   clear?
                                     state when               no.?        no.?        emergency
                                     next                                             line?
                                     open?
34. Orchard Dental       020 8866    Yes          Yes         Yes         No          Yes         No        No            Can leave a
    Care                 4687                                                                                             message
    6, Elm Avenue,
    Eastcote, Ruislip,
    Middx, HA4 8PD
35. Swakeleys            01895 636   Yes          Yes         Yes         No          No          No        Yes
    Dental Practice      427                                                                                Very clear
    116 Swakeleys
    Road, Ickenham,
    Uxbridge, UB10
    8BA
36. Sweetcroft Dental    01895 232   Yes          Yes         Yes         No          Yes         No        Yes
    Practice             733                                                                                But numbers
    267 Long Lane,                                                                                          read too
    Hillingdon,                                                                                             quickly
    Middlesex, UB10
    9JR
37. The Dental           01923       No           Yes         Yes         No          No          No        No
    Design Studio        836334                                                                             Too much
    1 Murray Road,                                                                                          background
    Northwood,                                                                                              noise
    Middlesex, HA6
    2YP
38. The Village          020 8754    Yes          Yes         Yes         No          Yes         No        Yes
    Dental Practice      0085
    159 High Street,
    Hayes,
    Harlington,
    Middlesex, UB3
    5DA




                                                                                                                               54
   Dental Practice     Telephone   Opening      Emergency   Correct     Repeated    Opening     NHS       Message   Comments
                       No.         hours or     no.?        emergency   emergency   hours of    Direct?   clear?
                                   state when               no.?        no.?        emergency
                                   next                                             line?
                                   open?
39. Yeading Lane       0208        No           Yes         Yes         No          Yes         No        No
    Dental Practice    5736910
    9, Yeading Lane,
    Hayes,
    Middlesex, UB4
    0EL




                                                                                                                        55
                                    Results Summary
           GP Surgeries in Hillingdon

     Registering with GP surgeries

        3 (6%) of 50 surgeries in Hillingdon were not registering new patients at this
         time.


     Meeting the 48 Hour Target (GP surgeries)

 32 (64%) out of 50 surgeries met the 48hr target for pre-bookable appointments.

 If we assume we can get an appointment with the surgeries that told us to ring on
  the day the figure meeting the 48 hr target is 43 (86%) out of 50.

     The target according to the Department to the Health means that “all patients
     should be seen by a GP within 48 hours‟ - within two normal working days (i.e. not
     including Saturday or Sunday or Bank Holidays) following the day when a request
     by a patient was made. This does not include emergency appointments.”

     NB Department of Health figures show that 99.9% of patients can see a GP within
     48 hours



         Patient Participation Groups (GP surgeries)

         Of the 50 GP Practices surveyed in Hillingdon, 7 (14%) had active patient
          participation groups.



         Out of Hours Message (GP Surgeries)

         42 out of 50 (84%) of surgeries directed patients to NHS Direct.

         Only 1 surgery connected patients straight to NHS Direct.

         47 out of 50 (94%) of surgeries gave an Out of Hours telephone number.

         3 of the surgeries that had messages did not include instructions on what to do.

         All surgeries that had messages gave clear instructions.

         23 out of 50 (46%) of surgeries inform the caller of surgery opening hours.

         44 out of 50 (88%) surgeries gave satisfactory information.


                                                                                    56
                             Results Summary
         Dentist Surgeries in Hillingdon

Making an Appointment with an NHS dentist in Hillingdon

        Of the 42 dental surgeries listed on the NHS website 25 (60%) were offering
         NHS treatment.

        Patients were able to book routine appointments within 3 days at 13 out of these
         25 (52%) dental surgeries.

        At 5 of these 25 (20%) surgeries patients had to wait over 3 weeks for a routine
         appointment.


 Out of Hours Message (Dental Surgery)

        3 (8%) out of 39 surgeries had no answer phone message.

        23 (59%) surgeries inform the caller of surgery opening hours.

        27 (69%) surgeries, gave the correct emergency line telephone number.

        5 (13%) repeated the emergency line telephone number.

        19 (49%) gave the opening hours of the emergency line service.

        1 (3%) surgery directed patients to NHS Direct.

        27 (69%) had answer phone messages which were clear and easy to
         understand.




                                                                               57
                          Recommendations

  GP Surgeries in Hillingdon

 Registering with GP surgeries

1. Reception staff should inform potential patients what paperwork they need to
   bring to the surgery to register.

2. If registration times are set then these should include mornings, afternoon and
   evening slots to make it more convenient for those working office hours, with
   caring responsibilities etc.

3. Registration should be completed via registration forms (where possible) rather
   than a face-to-face meeting with practice staff to help reduced discrimination,
   bias.


 Meeting the 48 Hour Target (GP surgeries)

4. Surgeries should meet the 48 hour target.

5. Surgeries should offer pre-book able appointments. Patients generally
   consider this a more favourable option than telephoning the surgery on the day
   or waiting in the waiting room as it is often very difficult for patients to organise
   caring responsibilities, time off work (particularly commuters).

6. The Forum recognises that Do Not Attends (DNAs) may be higher for those
   patients pre-booking in advance. The Forum is currently collating figures for
   DNAs to compare those surgeries who offer pre-booking in advance and their
   level of DNAs. The Forum believes that it is important to offer patients the
   flexibility to book appointments in advance and that the number of DNAs
   should not prevent a practice for offering this choice. There may be ways the
   practice could reduce DNAs and a pilot scheme texting reminders to patients
   of their appointments in Ealing has led to a reduction by one third in DNAs.


 Patient Participation Groups (GP surgeries)

 1. Front line GP surgery staff should be aware of the PPG and its work.

 2. Practice Managers should be aware of The Ten Minute Guide to Patient
    Participation Groups outlining good practice available from the National
    Association for Patient Participation www.napp.org.uk

 3. PCT should make Practice Managers aware through newsletters or similar of
    best practice in other GP Practices, which have effective PPGs.

 4. Posters promoting PPGs should be clear and easy to read, large text, bright
    with a title such as: “Got something to say about this practice? Help Us to

                                                                              58
     Help You by Improving this Practice”

 5. Practices should highlight the positive outcomes of the PPG through posters
    thereby emphasising to patients that joining the group can make a real
    difference.

 6. Practices should invite a member of the local PPIF to a PPG meeting.

 7. PPGs should keep PPIFs informed of PPG work and involvement.


 Out of Hours Message (GP surgeries)

 1. The telephone number should be read out very slowly – callers may not be
    expecting to write down telephone number i.e. may not have a pen to hand
    and may be in pain and/or distress.

 2. Patients should be informed of surgery opening hours.

 3. Ideally, the telephone message should be changed to suit the day of the
    week or time of day as then it would just be appropriate to inform callers
    when the surgery is next open. This would also shorten the length of the
    message and improve clarity. However, the Forum recognises that this is a
    time consuming option.

 4. Practices should consider using the suggested model out of hours answer
    message instead of connecting directly to NHS Direct or the Out of Hours
    Service as this may not be appropriate for all callers:

                     Model Out of Hours Answer Message

“The xxxx surgery is now closed. Please listen carefully to the whole of this
message. We are open on Monday, Tuesday, Thursday, and Friday from 8am to
6.30pm and on Wednesday from 8am until 12.30pm. The surgery is closed from
12.30pm to 2pm every day. We are closed on Bank Holidays and weekends. If you
are calling in an emergency please call 999.

If you are in need of medical attention which cannot wait until the surgery re-opens
please call the Out of Hour‟s Service on xxxx xxx. I repeat xxxx xxx. For medical
advice and information please call NHS Direct a 24 hour helpline on 0845 4647. I
repeat 0845 4647. Please do not leave a message on this machine.”




                                                                          59
                   Dental Practices in Hillingdon

 Making an appointment with an NHS dentist in Hillingdon

1. There should be continuity between the information on nhs.co.uk website and
   the information provided by the PCT (i.e. the current information) on the names
   of dental surgeries and whether they are provide NHS dental treatment.


Out of Hours Message – Hillingdon dental surgeries

1. The telephone number should be read out very slowly – callers may not be
   expecting to write down telephone number i.e. may not have a pen to hand and
   will probably be in pain.

2. Telephone numbers should be repeated.

3. Answer phone message should be activated within 15-20 seconds, callers may
   think there is no message if they ring for more than 30 seconds and simply
   hang up.

4. It is important to inform patients of surgery opening hours as some patients
   may be telephoning specifically for this purpose and if patients know the
   opening hours they can then decide whether they can wait to see their dentist
   or not.

5. Ideally, the telephone message should be changed to suit the day of the week
   or time of day as then it would just be appropriate to inform callers when the
   surgery is next open. This would then shorten the message and improve
   clarity. However, the Forum recognises that this is a time consuming option.

6. The answer phone message should be recorded without background noise
   such as patients or traffic.

7. The Forum recommends that the answer message follows something along
   the lines of:

  „The xxxx surgery is now closed. Please listen carefully to this message. We are
 open on Monday to Friday from 9am to 5pm. The surgery is closed from 1pm to
 2pm every day. We are closed on Bank Holidays and weekends. If you are in
 pain and require an emergency dentist please call the emergency line on 020
 8867 1411, I repeat 020 8867 1411 where you will be assessed and booked in to
 see an emergency dentist if necessary. The service begins at 6pm till 10pm Mon
 – Fri and 9am – 10pm Weekends and bank holidays. For medical advice and
 information outside of these hours please call NHS Direct a 24 hour helpline on
 0845 4647, I repeat 0845 4647. Thank you.‟




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