Welcome to Kildonan House
At Kildonan House, we provide every patient with timely, compassionate, and high-quality healthcare. This charter outlines the standards you can expect from us as we continually strive to improve our services for you.
Our Commitments to You:
Quick and Accessible Contact:
We aim to answer 90% of telephone calls within 2 minutes, ensuring prompt access to support when you need it.
We are upgrading our telephone systems to provide a smoother experience and better meet your needs.
Timely Appointments:
We are committed to providing routine appointments within 2 weeks.
For urgent health concerns, we ensure you will be seen on the same day.
Patient-Centred Care:
Every patient is treated as an individual, with care that respects your unique needs and dignity.
We value building trust with each patient, ensuring your concerns are listened to and addressed thoroughly.
Continuous Improvement:
We evolve our services based on your feedback to continually enhance your experience with us.
Recent improvements, such as upgraded facilities and integrated services, are part of our ongoing commitment to your well-being.
Together, we can make Kildonan House a place where healthcare meets compassion and continuous innovation.
Kildonan House Patient Charter Audit
- Telephone answering. Aim is to answer 90% of calls within 2 minutes.
|
Month
|
Calls answered in under 2 minutes %
|
|
July 2024
|
94
|
|
August
|
100
|
|
September
|
89
|
|
October.
|
85
|
|
November
|
88.6
|
2. GP appointment availability. 3rd available should be available in less than 2 weeks.
|
Month
|
Range of waits -days
|
Average wait for 3rd apt. in working days.
|
Achievement of target %
|
|
July 2024
|
|
2.8
|
100
|
|
August
|
|
3.2
|
100
|
|
Sept
|
|
1
|
100
|
|
October
|
|
0.6
|
100
|
|
November
|
0-2
|
0.58
|
100
|
We also conducted a survery monkey to capture patient's experiences with their repeat prescription requests. The comments below summarise the results.
3. Ease of obtaining repeat prescriptions. Target –over 90% of patients should find it easy or very easy to obtain their repeat medication.
Survey done in September 2024. 1084 responses received. 89.34% found obtaining heir repeat medication easy or very easy. Of those who found it difficult 63% felt the problem lay with the practice and 37% felt the problem was with their pharmacy. Multiple comments were received which have been analysed by one of our Advanced Practitioner Pharmacists. An action plan has been developed and the survey will be repeated in the Spring.
