Introduction
This document outlines the access policy for a GP surgery, which aims to ensure that all patients and staff can access the premises and services safely and conveniently. The policy covers the following aspects:
- Physical access to the building and facilities
- Online and telephone access to appointments and information
- Communication and information access for patients with different needs
- Feedback and complaints procedures
Physical Access
The main access to the property is via the patient and disabled car park which leads along a wide hand railed pathway leading to the main entrance double doors which have an automatic opening and closing system to allow for full access for those who are less mobile. The patient entrance leads directly to the reception desk and patient waiting room.
The second access point to the property is via the back door which is down three steps from the staff car park at the rear of the building. This is the staff entrance way.
We have two key pads for enabling and disabling the intruder alarm. These are located behind reception and at the back door.
Location and building
Pendeen Surgery is located on Kent Avenue, Ross-on-Wye, HR9 5AH. The building is a three-storey site with the surgery operating over two storeys. There are dedicated car parking spaces for the patients including disabled spaces.
The buildings fire alarm system is located at the staff entrance with access points distributed around the building, smoke detectors are located in all areas. We are not automatically connected to the Fire Service. All staff are fire safety trained. The fire assembly point is at the far side of the patient car park with a designated sign.
All patient services are on the ground floor with level access. The reception area has a hearing loop system for patients with hearing impairments. The waiting area has comfortable seating, a radio station playing at a low level, a monitor to display health information and patient information notice boards. We have a multi-purpose toilet facility for all patients including wheelchair users and baby changing unit. A large air conditioned waiting room with a quieter sensory area away from the main waiting room. A water dispenser is available for patients if required.
There are 14 consulting rooms. The consultation and treatment rooms are spacious and well-lit, with adjustable couches and chairs, with a majority having air conditioning.
There are a flight of stairs to a landing where the staff entrance is located. From the landing there is a small flight of stairs to the first floor which has three large offices, staff room with kitchen with staff lockers. This floor also has separate male and female toilet facilities.
Online and telephone access
Pendeen Surgery has a website that provides information about the services we offer and NHS self help advice, members of the clinical and admin team, opening hours and contact details.
When the patient telephones the surgery they are asked to listen to a set of options and to select one. They will then speak to a trained care navigator if they prefer not to use the online triage system. The care navigator will signpost to the most appropriate service or appointment.
The surgery also sends text messages and emails to remind patients of their appointments, self booking links and links to leaflets and information guides.
Communication and information access
Pendeen Surgery strives to communicate and provide information to patients in a clear and accessible way. The surgery waiting room and notice boards hold an up to date range of relevant leaflets, posters, and brochures that explain the services, procedures, and health conditions in simple and plain language. The reception and admin team can make arrangements to have assistance from trained interpreters and translators as needed.
Feedback and complaints procedures
Pendeen Surgery values the feedback and opinions of patients and staff and encourages individuals to share their views and suggestions on how to improve the access and quality of the services. The surgery has a feedback form that can be filled online or on paper, and a suggestion box in the reception area.
The surgery also has a complaints procedure that aims to resolve any issues or concerns that patients or staff may have. The complaints procedure can be accessed online or on paper and follows the NHS guidelines and standards. The Practice Manager and Deputy Practice Manager action complaints, investigating and responding to complaints in a timely and respectful manner.
The surgery also has a Patient Participation Group (PPG) that meets regularly to discuss and review the services and policies. The PPG consists of patients, and representatives from the local community.