ILKLEY MOOR MEDICAL PRACTICE
PATIENT PARTICIPATION GROUP LOCAL SURVEY – ACTION PLAN 2011/12
No. / Question / Responses (Summarised) / Actions / Lead / Progress1 / How many visits to a GP in the last 12 months? / 37% of patients attend the surgery more than 5 times in a 12 month period, this is up from 23% the previous year /
- Look at other ways of dealing with patients/ reviews
- Educate patients on minor ailments – self treatment
- Greater use of pharmacy
- Encourage use of telephone consultations
- Advertise telephone consultations more effectively
- Look at use of E-consultations
- Look at use of Telemedicine
- Streamline ways of working
- Develop use of Internet
- Dear Dr in Gazette/info slot monthly
- Holistic patient nurse reviews
- Clinical meetings for patients (open meetings)
All GP’s
MF/HR
Office Manager
Office Manager
Practice Manager
Practice Manager
MF
CPL
CPL
Practice Manager/MF / Brainstorming session held on ‘working smarter’ in October.
Ongoing
In process of setting up our own pharmacy provision.
All staff now offering telephone appointments as an alternative when booking appointments.
Ongoing
In discussion with PCT representative
In negotiation
Ongoing
Liaising with Gazette
No progress to date
1st one implemented at Health Awareness Day on ‘Lumps & Bumps’ by NC
2 / Receptionist Rating? / Only 4% of patients surveyed felt that reception staff were ‘fair’ and none went for ‘poor’. /
- Feed back to staff the appreciation and many positive and grateful comments received regarding their empathy and helpfulness
3 / How do you rate the opening hours? / The vast majority of respondents were positive and appreciative of the service provided by IMMP “Highly professional and courteous”. There were however the odd suggestion as per below.
- Requests for 7 day a week service
- 48 hour emergency service over the weekend
- Don’t like weekends without access to medical centre
- Saturday am cover please
- Ability to have more evening appointments
- Feed back to all staff/GPs and nurses
- Not feasible at present
- As above
- As above
- As above
- No plans to increase current allocation
Practice Manager/Partners
Practice Manager/Partners / Findings presented at meetings.
4 / Typical wait for particular GP? / Only 17% of patients felt it took more than 3 days to see a specific GP
- Difficulty seeing female GP with female problems
- Part of this figure can be accounted for by GP holiday/illness.
- Need to encourage patients to see alternative GP
- Encourage GP’s to promote use of ‘buddy’ system for patients who have chronic conditions
- Encourage GP’s to make follow-up appointment themselves if patients needing continuity
- We currently have 4 male GP’s, 6 female GP’s and 2 female registrars. Should not be an issue of number of appointments available for female GP, but encourage staff to utilise these as effectively as possible when necessary
All GP’s
All GP’s
Office Manager / Ongoing
Ongoing
Ongoing
Ongoing
5 / Can you get a same day urgent appointment / Only 3% of patients surveyed felt they could not be seen the same day / No action necessary
6 / Getting through to the practice on the telephone? / Only 7% felt that access via the telephone was poor, but there were 5 comments on the difficulty getting through on the telephone at 8am. /
- Survey on appointments/telephones already carried out in February 2011.
- Need ongoing education of patients – no need to ring at 8am
- Educate staff not to tell patients to ring back at 8am
Practice Manager/Office Manger
Practice Manager/Office Manager / Completed
Ongoing
Discussed at staff meeting
7 / How do you rate telephone consultations? / 65% of patients surveyed felt the telephone consultations to be good or excellent
However 32% felt it wasn’t applicable to them / In view of the 32% who do not use telephone consultations
- Encourage use of telephone consultations
- Advertise telephone consultations more effectively
Office Manger / All staff now offering telephone appointments as an alternative when booking appointments.
Ongoing
8 / How often do you see your usual GP? / The majority of patients surveyed feel they see their usual GP when necessary. There were no adverse comments received on this issue / None
9 / How well do you feel able to cope after your consultation? / 86% of patients surveyed felt they were better able to cope following GP consultation. / None
10 / How well the doctor listened to you? / 98% of patients surveyed were happy with the response of clinicians / None
11 / General Comments /
- Problems with the chemist system
- Look at alternative pharmacy provision