Survey Results and Action Plan from patient surveys 2015 - amended January 2015
In August 2014 patients were asked to give their comments on the recent National Survey results (click here to see the analysis Analysis_of_Accessing_Your_GP_Service_Survey_2014.docx).
The comments received were added to comments made at the surgery, over the internet and via the comments box. These comments were analysed and an Action Plan agreed with patients on the Reference Group.
The Action Plan was circulated in the waiting room, via email to the reference group and added to the website on 1st October 2014. If you require any further information please do not hesitate to contact the practice. Click here to see the Agreed Action Plan Action_Plan_from_National_Survey_2014.docx
The Practice has spoken to the PPG and has signed off three action points for this year. Click here to see the Enhanced Service template
Template for PPG enhanced service uploaded 11.2.15.docx
Results from patient surveys 2014
The results from this years survey were uploaded to the website on 5th March 2014.
Following the above survey we have agreed the following action plan
Action Plan from Questionnaire 2014
The overall comments regarding the questionnaire was that the feedback received had been very positive. The practice has just been granted planning permission for a new building and it is hoped that a lot of the issues, such as confidentiality concerns and space, will be addressed when we move into the new build next year. This does not mean that the practice should not try and address issues now though and so the following areas have been agreed.
The Chair of the Patient Participation Group (PPG) has been invited to planning meetings regarding the new development. He has raised the issues raised by the patients, both in the survey and through ad hoc conversations. It has been agreed that the developers will look at providing information TV facilities. We have also requested that music will be played in the waiting area. Due to many demands as to the type of music i.e. one patient requesting classical music while another has stated no classical music it has been agreed that we will try to ensure that the music is as least offensive to the majority as possible. The developers are also looking at the design to see if a safe and unobtrusive play area can be organised. In the new building the reception area will be upstairs. This is where all the telephone calls will be made and answered. Downstairs will consist of a meet and greet receptionist with no external telephone. The chair of the PPG has already raised the issue of confidentiality with the developers and they are currently looking at privacy screens etc. to ensure confidentiality is maximised. Issues such as water fountains will be looked at near to the move but it has been agreed that the practice will ask other practices for their experience of these in the meantime.
Again the practice will contact all patients who had said they would like to receive texts and sign them up. They will also increase awareness of the service by posters and prescription notification as above. We will look at trying to widen the service to texting regarding other simple matters.
Online prescriptions and appointment booking
The practice has agreed to contact all the patients who completed their questionnaire asking for online booking and inform them of the process to get them registered. A poster is displayed in the waiting room asking patients to speak to a receptionist regarding the online service but we will also attach forms to patients prescriptions again to see if we can address the imbalance between those wanting to sign up to the service and those that are already signed up.
The feedback regarding triage was very good and patient’s feedback from the survey regarding triage has been very positive. The practice will continue with the triage system as it was identified a significant number of additional patients could receive treatment under the triage system than via the traditional GP appointment system. The practice already offers GP triage 5 days per week and this will continue. We must continue to be aware than not all patients will feel comfortable with the system especially if it is their first time of using the system and we must be prepared to explain what will happen fully to the patient. We cannot presume that just because triage has been running for a while that everyone has used it. Unfortunately there is a minority of patients who do not like the triage system. We have agreed to ensure these patients are made aware that they can book appointments in advance with a GP of choice.
Most of the comments about appointments were regarding GPs running late. It is very difficult to ensure patients can always see the GP on time and the practice acknowledges that this can cause patients to wait. In order to address it the Practice Manager has informed the GPs of patient opinion and they will try to ensure delays are kept to a minimum. Unfortunately we can never eliminate surgeries running late. As patients now book in on the machine the reception staff are not always aware a clinic is running late. The GPs will inform receptionists if they are running late so they can let patients know the expected delay.
Patients also commented about the waiting time to see a GP of choice. The majority of these comments relate to the two longest serving partners. Dr Magee is now part-time and so will have a very limited number of appointments. She does not want to do any more clinics so unfortunately this cannot be addressed. Dr Lough sees the same number of patients as the other full time partners and there are no plans to increase this. The practice is taking on a new partner in April 2014. This should help the situation as more appointments in general will be available.
It was agreed that many patients had commented on the fact that the staff attitude had improved significantly from last report. It was agreed that staff, especially reception staff, were no longer seen as difficult by the majority of patients although some patients had still experienced issues. We acknowledged that there is always room for improvement. It was agreed that the Practice Manager would inform staff of this at the next staff meeting.
What has been achieved following last years action plan
New telephone system
The practice has installed a new telephone system which enables us to take more incoming calls. We have expanded the reception team by 33% in a morning and 50% in the afternoon. This has enabled us to ensure calls are answered quicker.
Unfortunately we did appoint a new partner but due to pressures not related to the practice he was unable to stay in Lincolnshire. We have now appointed a new partner who will be joining the practice on the 15th April 2014.
Greater texting and online usage.
We actively promoted the online and texting services in house, on the website, by posters, in new patient registration packs etc. This has increased the number registered for the services and we are now one of the highest practices for percentage of patients registered in the area. Obviously from the survey this year we still have more work to do to ensure patients are aware of the service.
The decision was made to continue with GP triage as last year the service had not been widely used. This year a significant number of patients have used the service and a high percentage of these patients want the service to continue.