Monday am 8:00 – 11:00 Not available 09:00 – 12:00 09:00 – 12:00 Monday pm 14:30 – 17:30 Not available 14:00 – 17:00 14:30 – 17:30 Monday late night (alternate weeks) Not available Not available 18:30 – 19:30 18:30 – 19:30 Tuesday am 09:00 – 12:00 10:00 – 13:00 Not available 09:00 – 12:00 Tuesday pm 14:30 – 17:30 14:30 – 17:30 Not available 14:00 – 17:00 Wednesday am 08:00 – 11:00 9:00 – 12:00 Not available Not available Wednesday pm 14:00 – 17:00 14:00 – 17:00 Not available Not available Wednesday late night (alternate weeks) 18:30 – 19:30 18:30 – 19:30 Not available Not available Thursday am 08:00 – 11:00 09:00 – 12:00 Not available 10:30 – 13:30 Thursday pm 13:30 – 14:30 (baby clinic) 15:00 – 17:00 14:30 – 17:30 Not available 14:30 – 17:30 Friday am Not available 09:00 – 12:00 09:00 – 12:00 09:00 – 12:00 Friday pm Not available 14:30 – 17:30 14:30 – 17:30 14:00 – 17:00 8 clinical sessions 8 clinical sessions 4 clinical sessions 8 clinical sessions Appendix 1
No response 18% Asking about your symptoms Very good Good 68% Neither good nor poor 9% Poor 0% Very poor 0% No response 23% Listening Very good Good 72% Neither good nor poor 5% Poor 0% Very poor 0% No response 23% Explaining tests and treatments Very good Good 70% Neither good nor poor 7% Poor 0% Very poor 0% No response 23%
Appendix 5 Patient Action Required Milestones Practice Lead Patient Group Lead Timeframe Access 1 Issue High DNA (Did not attend) rates continue to be a problem. The practice looses up to approximately 140 appointments (7 surgeries) per month from patients failing to attend. To reduce number of DNA’s in to make up to 140 appointments per month available for “face to face” consultations. Where possible, text messages will be sent to patients the day before their appointment to remind them. Educate patients through various e.g. use of practice web site, posters, leaflets, practice newsletter and notifications on prescriptions. Telephone reminders to patients with 2 or more consecutive appointments. Telephone reminder to patients known to DNA regularly. Telephone reminders to patients with known memory problems. Text message and/or Letter to patient’s who DNA Practice Manager Practice Manager Reception team Reception team Reception team Administration team N/A N/A N/A N/A N/A N/A Ongoing Ongoing Ongoing Ongoing Ongoing Ongoing 2 Issue Long waiting time for telephone to be answered To reduce holding time for telephone to be answered Continue to distribute Administrator workload to provide addition person for telephone answering during busy period Relocating more administrative staff into the reception area now that funding is available, to allow more flexibility in assisting patients and answering telephone calls etc. Regular monitoring and feed back to staff of call handling times Practice Manager Practice Manager Practice Manager / Senior Receptionist N/A N/A N/A Ongoing April 2014 Ongoing 3 Issue Attitude of reception staff Recent survey show significant improvement. We will continue to improve patient perception of reception staff Meet with reception team to discuss findings of patient survey. Further customer service training. Practice Manager Practice Manager N/A N/A April 2013 Ongoing
Shadwell Medical Centre Patient Participation Group Meeting notes Date: 22 May 2012 Time: 2.00pm Attendees: GP Representative, Melanie Practice Manager, 3 patient representatives Melanie opened the meeting by thanking the attendees. 1. Update on actions taken by practice. Melanie reported that the SMS messaging service had been implemented. She explained that patients would receive a text message confirming their appointment booking. Patients will then receive a reminder the day before the booked appointment and if they fail to attend their appointment they would receive another text telling them they have missed their appointment and to please let the surgery know in future if they could not attend. GP representative reported that although the system appeared to be working as patients were ringing to cancel or re book appointments the actual audit figures were not reflecting this yet. It was agreed to report back to the group again when the system has run for longer. 2. Melanie told the group that a new appointment system had commenced yesterday. Patients ringing for an urgent on the day appointment will be offered a 5 minute urgent appointment t address the acute problem they have that day. One group member had used the service and said that it was very good. 3. GP representative announced to the group that Dr Stocks would be retiring on 30.06.12 and his replacement would be Dr Sara Khoshneviszadeh. An announcement will be made within the practice regarding Dr Stocks retirement and the new appointment of a replacement GP. 3. Melanie told the group that she had hoped that they would be able to appoint a Chair person and Secretary to run the but as they were so few in numbers it was agreed to wait until the next meeting to do this and to start to put together a “Terms of reference/Constitution”. One member who was interested in volunteering for the Chair role asked what the group was really about. He said that he had done some research into Patient participation Groups and had seen what groups were getting involved in. Melanie said that the group was for the patients and that this was why she wanted a “Terms of reference/Constitution” so that the group had it’s own identity. Dr Bargh said that the group could bring their concerns to the meeting and the practice would work With them to address the concerns. A group member offered to help Melanie with some aspects of development and they will be in contact shortly to discuss this. 4. It was agreed that dates would be set for the next two meetings and these notes would be circulated.