Dear Patient,

Please see attached patient survey Patient Survey Results.ppt 

The following Action Plan was discussed at the latest meeting held in 12th March 2013.

Practice Appointment Lengths

ACTION 1

  • The practice is going to consider setting up a 15 minute appointment system (over 50% suggested)
  • The practice is going to consider setting up a dedicated emergency doctor surgery
  • The practice is going to create a system for accessing different types of appointments

Practice Opening Times

ACTION 2

  • The practice is going to start opening on Wednesday afternoons from April 2013 which will consist of:
    • On the day booking only
    • Management afternoon sessions
  • The practice will calculate the posibility of opening on Saturday mornings (46% suggested, 57% very helpful)
  • The practice will consider opening after 18:30 on 2 evenings a week as the year goes on (25% suggested)

Practice Telephones

ACTION 3

  • New telephone number with local tariff - completed February 2013 (0203 370 4723).
  • Look at telephone answering policy at reception

Waiting Times

ACTION 4

  • Implement changes in appointment system and re-test waiting times later on in the year.

Making Appointments

ACTION 5

  • Review the booking protocols at reception
  • Advertise available doctors/nurses better for urgent and routine appointments
  • Utilise other technologies to book appointments

Confidentiality

ACTION 6

  • Continue to ensure confidentiality is maintained in the waiting area - reception
  • Ensure there is a clear protocol and training in place

Waiting Area "Entertainment"

ACTION 7

  • Ensure there is enough reading materials for patients to pass time
  • Ensure there are posters and leaflets available for reference
  • No music etc. in waiting area at the moment (29% did not want sound)

Seeing Doctor of Choice

ACTION 8

  • Make very clear availability and access to specific doctor
  • Notice in waiting area to show who is available that day

Booking Appointments

ACTION 9

  • Continue to develop website
    • No presssure to do online booking just yet (only 8% suggested)
  • Re-run survey throuigh MJOG or other technology later on in the year.
    • Utilised HealthUnlocked
    • Re-run survey in 6 months on that site also.
  • Review need for website appointment booking

Receptionist Feedback

ACTION 10

  • Give reception specific feedback on positive survey results
  • Organise a Thank You event next financial year for Patient Group and surgery staff

Information Systems/Extra Services

ACTION 11

  • Continue to develop website
  • Utilise SMS texting more
    • Ensure clear opt-in approach to using texting (policy and apporach to be developed)
    • Review MJOG as a technology
    • Update practice leaflet and display menue of services in surgery waiting area (35% don't know about extra services)

Treatment Room

ACTION 12

  • Needs a spring-clean
  • Needs re-organising
  • Possible room swap

Toilets

ACTION 13

  • Look into converging downstairs toilet to disabled access
  • Initial basic changes to downstairs toilet to improve quality (3% say very poor)

Other Considerations

ACTION 14

  • Water dispenser
  • Reducing waiting times
  • Clean chairs in waiting room

 

A big THANK YOU to all the patients who participated in this survey.

 

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