GP National Survey – Practice Action Plan 2021

The GP Patient Survey is an independent survey run by Ipsos MORI on behalf of NHS England. It gives patients the opportunity to feed back their experience. The survey is carried out January – March 2021 with results published July 2021.

In this year’s survey, 455 surveys were sent out and 120 returned – 26.3% completion rate.

For more information, please visit: Practice Overview (

Areas where the Practice does best

➢ 83% of respondents find it easy to get through to this GP practice by phone compared with local (CCG) average: 73% National average: 68%.

➢ 75% of respondents describe their experience of making an appointment as good compared to local (CCG) average: 71% National average: 71%.

➢ 100% of respondents took the appointment they were offered compared to local (CCG) average: 97% National average: 98%

Practice has scored some areas higher than the CCG average and the national average in most of the question, generally we performed favourably versus both the national average and the CCG average.

The past year throughout the pandemic has been a difficult time for everyone with many changes being brought into general practice to allow us to continue to provide and maintain services for patients who have existing health conditions as well as those relating to Covid-19 as well as many patients and staff having had to shield or self-isolate.

The area could be improved are for the Somerset:

  1. Patients had confidence and trust in the healthcare professional they saw or spoke to was good at listening to them during their last GP appointment- we were slightly under compare to local average (CCG) and National average.
  2. Patients say the healthcare professional they saw or spoke to was good at giving them enough time during their last GP appointment again we were slightly under compare to local average(CCG) and National average
  3. Patients “overall experience” of this practice is good but we were slightly under compare to local average (CCG) and National average.

Action: to be completed by 30th June

  • Listening patient during patient consultation
  • To provide choice of Clinicians appointments
  • Multilingual staff appointments to offer- such as English, Urdu, Punjabi, Gujarati, Farsi,
  • Increase Length of appointment slots – that means double appointment to be offered
  • More time to spent with patient – clinicians can give instruction to receptionist to reserve slots

 Action: to be completed by 30th June

To assist and identifying areas for improvement:

We have introduced remote consultations via telephone and Video, more support and information being sent out digitally, digital triage. Practice to increased length of appointment slots. So, clinician has enough time to deal with patients concerns. Practice to provide double appointment where needed. Practice extended hours’ appointment length is 15 minutes and also PCN Hub on Saturday and 9 .00 to 1.00pm and Sunday and bank holidays 9.00am to 12.00pm (request double appointment while booking patients if applicable), providing additional appointments for patients who find it hard to get to the surgery during the day.

The results of the GP Survey and our Action Plan will be discussed in meetings we hold regularly in the Practice and this is on the agenda of each meeting as a regular feature.


Whilst the results from the survey clearly show that the practice is performing well and that patients are generally satisfied in all areas, there are areas we can improve, re-examine and change to further

meet the needs of patients.

Whilst there are no obvious areas where we perform poorly the following should be looked at to determine improvements.

  • Multilingual staff recruitment-as per practice capitation
  • One stop shop- 8 weeks postnatal, Baby clinic 6-8 weeks checks and immunisations in one-time Doctor and nurse combined clinics to offer
  • Method and preference of booking appointments
  • Booking an appointment ahead in the practice and appointment availability
  • Average wait times before appointment commences
  • Same day telephone triage
  • Listening and giving more time to patients
  • Length of practice appointment – especially LTc , Mental Health concerns
  • Care plans for elderly frail patients
  • Influenza vaccination programme- during week days and weekend
  • Offering transport for elderly patient
  • In-house Phlebotomy clinics (Mon-Friday Adults and Children)
  • Ring pessary


Priorities areas were discussed and agreed with the primary health care team prior to submission to

the patient participation group.

Booking appointments ahead length of slots

  • Further work is required to advertise the online facility and also to ensure that adequate appointments are available for booking ahead online.

Action: to be completed by 30 June 2021

Answering the phone

  • To examine staffing levels and duties to ensure adequate cover for receiving incoming telephone calls

Action: to be completed by 30 June 2021

Wait time before appointment commences

  • To determine form Systmone clinical system the average appointment wait times and attempt to shorten waiting times

Action: to be completed by 30 June 2021

Online services

  • Review the promotion of online services and inform the practice population of the service.

Action: to be completed by 30 June 2021

Practice opening hours

  • To examine the times and days when appointments are available to better meet need.

Action: to be completed by 30 September 2021


Delegated responsibility for overseeing this program will fall to the Practice Manager. A project

group will be established, where necessary, to implement the action plan and we will engage with

the patient participation group for regular feedback.


This plan, together with the survey results will be display in the waiting room and made hard copies available in reception for the patients’ /service user.