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Practice Survey Reporting

Please see below for the Practice Patient Reference Group Report 


26th March, 2015

Dear Patient,

We have recently sent you a notification that you can access the draft Patient Reference Group Report which we are required to completed and publish on our website by the end of March 2015.

We would appreciate any comments or feedback you wish to send us about it or any area of the practice which you feel could be improved.

As you may already be aware we have just installed an automated telephone booking service which can handle 4 calls at a time. We hope this new service, along with the ability to book appointments and request repeat medication online, will help to address the difficulties we know some of you experience when trying to get through on the telephone lines.

You can of course still speak to a receptionist if you would prefer.

We work hard to provide a high standard of safe clinical care for our patients within the constraints of time and staffing. We offer early AM appointments, one later evening clinic each week and Saturday AM appointments at least once a month to try and accommodate as many of our patients at a time convenient to you. This does however mean that we cannot guarantee that you will be able to see the clinician you want to – you will however never be told you cannot be seen if you have an urgent problem that cannot wait until the next available routine appointment.

 As I am sure you will appreciate it is vital that we have the views of our patients so that we can take their concerns and suggestions into consideration when planning the future development of the practice. Therefore if you would be interested in attending a meeting here at the surgery to help set up a Patient Representative Group please email your name and details of your availability – i.e. Afternoon/Evening/Saturday Morning – to

We will then plan a meeting within the next few months and invite interested patients to join us to discuss the way forward.

Thank you for taking the time to read this – I hope to hear from some of you soon !

Mrs S A Jordan, Practice Manager


Patient Reference Group Report

Priority area 1

 Description of priority area:

The overwhelming priority whic

h came top of patients list of improvements was improving telephone access. The main concern being the reduction in time it takes for calls to be answered. This was linked in many cases with the ability to make an appointment for the GP of choice.

What actions were taken to address the priority?

After researching the possible solutions we have taken the following actions:

 1) We have installed a new automated call answering system - Patient Partner. This system can answer 4 calls simultaneously and allows patients to book appointments without having to speak to a receptionist. This service is available 24 hours a day,7 days a week, 365 days a year. The remaining 4 incoming lines will continue to be answered by the reception staff as previously during our opening hours.

 2) We have increased the number of internet bookable appointment slots available via the online booking module. These are also available 24 hours a day, 7 days a week, 365 days a year.

 3) We have increased the number of reception and admin staff who answer calls for the first hour in the morning to try and ease pressure.

Result of actions and impact on patients and carers (including how publicised):

The Patient Partner system will "go live" with effect from w/b 23rd March, 2015. It's use will be monitored and feedback provided to the PPG as to the effectiveness of the new system and the volume of calls handled via this service on a quarterly basis which it is hoped will further encourage patients to use the service. A notification has been added to the practice website advising of the new service and how to access it.

Reception and clinical staff are also opportunistically signing patients up to use the online booking service.

It is hoped that these two measures will help improve telephone access.

Priority area 2

 Description of priority area:

 Review of appointment availability   

What actions were taken to address the priority?

We have been offering a same day Triage/Overflow clinic which means that we never refuse a patient a same day appointment if they request one. However patients aren't able to choose which doctor they see at this clinic which has been run jointly with a Nurse Practitioner.

This has worked well until recently and we are currently reviewing other ways of managing demand. Patient expectation has been raised to such a level by the media that it is now becoming unsustainable to provide this clinic in the longer term. Patient safety cannot be compromised by an increase in patient demand. Quality of care, by effective and safe practitioners remains of paramount importance.    

We have recently changed computer systems and have reviewed processes and options for alternative types of appointments and are currently exploring the effectiveness of Telephone Consultations.

The changes have been made to ensure that we are offering the same high standard of care whilst minimising the risks to patient safety.

 Result of actions and impact on patients and carers (including how publicised):

It is too soon to report on the effectiveness of the changes we have made, there will be a review carried out monthly from April 2015. Then in July 2015 a review will be carried out and the results will be communicated to the virtual PPG along with a request for feedback. 

Priority area 3

 Description of priority area:

 To improve the range of information available to patients via the online service

 What actions were taken to address the priority?

 Additional information has been added to the practice website detailing which services are available online and how to access them.

Notices have been placed in waiting areas and corridors within the practice.

Patients can now book appointments, request medication and view their summary care records via the Patient Online system. They can also update their personal information and notify us of changes in contact telephone numbers etc

Patients can also request medication via the practice website which has a hyperlink to the Patient Online system.

Joining ETP for repeat prescriptions to enable faster transfer of prescriptions to pharmacies and therefore more timely dispensing of medications.


Result of actions and impact on patients and carers (including how publicised):

 Increasing numbers of patients are registering to use the online service which is giving us an opportunity to verify and update patient records.

We are continuing to encourage patients to use the online services and as we have recently been linked up for ETP we are also encouraging patients to nominate a pharmacy which will make ordering a repeat prescription easier and reduce the possibility of lost prescriptions. 

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