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THE SURGERY ARE HAPPY TO ANNOUNCE THE APPOINTMENT OF A NEW FEMALE LOCUM GP AT THE PRACTICE!

We are also pleased to be offering private physiotherapy at the surgery. Please visit www.jhphysio.com

Practice Survey Reporting

Practice Patient Survey NEW RESULTS

 

LORDSHIP LANE Surgery PPG Action plan APRIL 2017

Action Plan

Action - Who?

Proposed benefits of action

Deadline

ACCESS (item 1) - From the results of our Practice survey Jan- March 2017

  • A suggestion from PPG member in having an information leaflet for new patients to inform them about how our system works including appointment system

Practice staff drawn up ‘Choose Well’ leaflet available at reception – a copy will be uploaded onto the website – the website address will be added to the practice leaflet.

Information leaflet Choose well for patients may lead to a possible reduction in unnecessary A&E attendances.

Done

PATIENT SURVEY - From PPG meeting minutes dated 19th April 2017:

75% find it easy to get through to this surgery by phone

Local (CCG) average: 74%National average: 71%

85% find the receptionists at this surgery helpful

Local (CCG) average: 85%National average: 87%

61% usually get to see or speak to their preferred GP

Local (CCG) average: 47%National average: 56%

86% were able to get an appointment to see or speak to someone the last time they tried

Local (CCG) average: 82%National average: 84%

78% say the last appointment they got was convenient

Local (CCG) average: 75%National average: 81%

67% describe their experience of making an appointment as good

Local (CCG) average: 69%National average: 73%

49% usually wait 15 minutes or less after their appointment time to be seen





1-Staff needs training and they have to be more proactive and communicative with patients while they are waiting to be seen by the doctor. PM is arranging it

2-If the doctor is running late staff should inform to the new arrivals

3- We have created 6 new same day urgent appt slots for patients who call us between 8-8:30am – if patients miss this telephone booking slot the patient can still call in personally as an emergency but may have to wait to be seen.

The Patient Survey has given the practice a good idea of how Patients consider it to be performing in 4 key areas:

Access

Clinical care

Aftercare

Surgery premises.

The Practice and the PPG have been happy with the level of responses from the number questionnaires given out and has provided the practice with a benchmark for future improvement.

Access improvement? To be measured via 2nd Survey.

Done

  • Members suggested that patient education can play a vital role to solve the access issue, Doctors can educate patients during their consultations

Doctors to educate Patients during consultations

Access improvement? To be measured via 2nd Survey.

Done

  • 2nd (follow up) Survey to be proposed for this coming year 2017

Practice staff member to draw up proposal for 2nd Survey to be fed back to PPG at next meeting.

A 2nd Patient Survey will:

  1. Demonstrate progress or non-progress made from the previous year on the Survey areas questioned.

  2. Demonstrate commitment of continued Patient involvement and feedback from our Surgery’s services and facilities.

  3. Provide (together with the previous survey’s results) a marker for improvement which the Practice and PPG can discuss and input with observations and suggestions as to possible improvement strategies.

Oct 2017

 

The NHS’s ambition is to embrace technology as part of its drive to offer modern, convenient and responsive services to patients, their families and carers. Patient Online is an NHS England programme designed to support GP practices to offer and promote online services to patients, including access to coded information in records, appointment booking and ordering of repeat prescriptions.

 

GP practices already offer online services, including appointment booking, ordering of repeat prescription, and access to summary information in records. GP practices will increasingly expand online services over the next year to include coded information on medication, allergies, illnesses, immunisations and test results. Online services will be offered in addition to the traditional telephone and face-to-face means of interacting with a GP practice.



 
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