Great Lego in the waiting room

Tags: BMA Comments DH GP NHS Choices Rating

29 Oct 2009

Patients have rated more than one in four GP practices on the Department of Health’s controversial scorecard for surgeries since its launch on NHS Choices.

Figures from the end of the first fortnight show patients had completed the scorecard for 2,132 out of 8,269 practices in England, with a total of 2,764 ratings submitted.

The scorecard asks patients to rate practices on issues such as how easy it is to get an appointment, how highly they would recommend the GP practice, how well patients are treated by staff and whether they feel involved in decisions about their care.

The DH told EHI Primary Care that 1,986 additional comments had been logged, meaning that the patient left a comment as well as rating the practice. Approximately 80% of comments remain positive.

The DH agreed with the BMA that feedback would be independently monitored and any abuse, including naming of staff, would not be posted. The DH spokesperson said 239 comments had been rejected so far.

Positive comments posted so far include “good staff all round from the receptionists, to the nurses and all the doctors” and “this is an excellent and well-run surgery – I wish all the NHS surgeries were equally good.”

Negative comments include “The only thing I like about this surgery is the proximity to my home” and “the main problem is that it is always almost impossible to get a GP’s appointment in advance.”

More bizarre comments include “I like the fact that it is a small surgery where fewer sick people congregate together” and “nice assortment of Lego in the waiting room.”

Fiona Barr

GP ratings site criticised by rival (20 Oct 2009) (3)
GP ratings launched on NHS Choices (14 Oct 2009) (4)
BMA works with NHS Choices on GP ratings (19 May 2009) (1)
Government turns up the heat on patient power (10 Mar 2009) (10)

Reader's Comments

Small is beautiful

01 Nov 09 22:11

There's nothing bizarre about patients choosing a small surgery to avoid all those sick people, we are always being told they want to be treated locally, away from a hospital setting, and this extends that.

The nice pile of lego probably ought to come with a health warning though, a great way to exchange childhood illnesses. What doesn't kill makes us strong.

Patchy response?

02 Nov 09 08:11

it is interesting to contrast the situation in the area where I work. Of the 80 practices within 5 miles of my urban practice, only 3 have received ratings/comments.

My area is a relatively disadvantaged one and I wonder if this is having an effect. If so then this will be yet another initiative used mostly by the 'middle' classes and hence may even widen the health gap between these and the more disadvantaged.

Don't just sit there!

03 Nov 09 20:11

A tip to the colleague who posted the comment above: put a terminal in your waiting room and invite patients to make a comment on your practice after seeing you or while they wait.

This helps in two ways: - gives those who may not have access to the internet at home a chance to feedback and feel involved, so avoiding the problem you mention - makes clear to patients that you welcome their feedback (meaning more happy patients will comment)