Subscribe to our email

Issue

Action

The repetitive messaging on the telephone system was “irritating” and “repeated 8 times in 5 minutes”.

It was noted that there was nothing in the patient survey about telephone response/enquiries and telephone response levels. 

·  Practice to add a question into the patient survey to find out patients views about the telephone system.

One member of the Group asked for clarification of the telephone system. 

·  Amanda explained that usually 4/5 people answering the telephones on a Monday as usually a particularly busy day.  On other days usually 3 people. 

·  One suggestion from the Group would be to know your position number in the queue so you could decide whether to hang on or call back later.  This was agreed it would be a good idea and will be looked into.

·  It was also suggested that the system should allow staff to monitor how many people are currently on-hold so that they can manage the phone more effectively. 

·  It was advised that appointments could also be booked online by the patient or in person.  Chris said the booking options were much better than at other practices.

It was asked how far ahead appointments could be pre-booked and it is currently one week ahead for a GP or Nurse Practitioner appointment. 

·  It was suggested that two weeks ahead would be preferable and Amanda is to flag this up. 

It was felt that there was an advantage to the computer literate to be able to book online from 8.00 am each day.  One patient was not aware that appointments for the day could be seen online. 

·  One member mentioned having a computer at the Practice for patients to use to book their own appointments online, but it was felt that this was not feasible.

One patient asked if it was necessary to have the equality monitoring section on the survey

·  Chris advised that this could help pick up any problems being experienced by a particular group in the local community.

Members suggested that the patient survey question ‘how often do you visit the surgery?’ should have more specific answers.

·  It was agreed to change the wording and indicate to patients what was meant by ‘regularly’, ‘occasionally’ and ‘very rarely’

One patient suggested having a GP from Robin lane on call every weekend for telephone consultations.

·  At present NHS Direct cover the out of hours service and if necessary an out of hours GP can be seen. 

·  Another member said it was not a realistic question, but Amanda said it would be flagged up to the Partners. 

Patient suggested that some appointments on Saturday should be embargoed (kept aside) for people who work during the week

·  Staff explained that this system was already in place.

It was suggested that there should be a ‘comments box’ in reception so that people unable to attend the PRG can feedback about the service

·  Practice to put a ‘comments box’ in reception and feedback comments at the PRG.

It was suggested that the practice have a notice board in the waiting area dedicated to patient involvement

·  Practice to have a notice board in the waiting area dedicated to patient involvement

One member asked for the weighing scales in the surgery to be replaced

·  These have recently been replaced