Tennyson House Surgery

Patient Survey Draft Action Plan 2013

Patient Reference Group

We are very pleased to report that Tennyson House Surgery Patient Reference Group hasseen its numbers grow from 15 members in 2012 to 57 members as of March 2013. We have a Core Group of 8 patients and a further 49 within our virtual group.The Core group has meetings throughout the year and the virtual group are consulted on matters deemed relevant, for example input into the Practice Survey.

We continue to advertise for “recruitment” to the Patient Reference Group by placing a notice on the counterfoil of all prescriptions, also on the practice website and on the Jayex board within the surgery waiting areas.

Patient Survey: Patient Consultation Version, EQUIP

The Survey was emailed out to the entire patient group on 29 November 2012 by Marion Leister, Practice Manager for their comments, all comments were considered and changes, where appropriate, were made.

The practice survey was designed by EQUIP and agreed by the Practice and Patient Reference Group.

The survey was conducted between 14th January 2013 to 1st February 2013.

A meeting to discuss the results and content of an action plan was set for Wednesday 13th March 2013 at 6.30pm. This meeting was to have been attended by Dr Ahmad, Nurse Gill Higgins, Business Partner Marion Leister, Practice Manager Rebecca Pittuck and the PPG Core Group Members.

Unfortunately due to more than 60% of our patient representatives sending apologies on the day we had little option but to reschedule. An action plan was formed at a Partners Meeting on the following Monday and emailed to the Core Group for comment and approval.

The meeting has now been set to discuss this draft action plan and the results from last year’s action plan on Wednesday 15th May 2013.

Once again we are very happy with the results from our survey. Overall the survey results were excellent and the practice is extremely proud of our achievements in these challenging times; however we recognise there is room for improvement in certain areas.

Draft Actions for 2013 – These were shared with the Core Group and will be discussed and reviewed at the rescheduled meeting on Wednesday 13th May 2013.
Waiting Area Seating
The seating in the glass panelled waiting area is in need of refurbishment as several of the seat covers have the foam exposed and some have stains.
Opening of Entrance Double Doors
Consider unlocking both sets of both doors for easier access –dependant on weather as can get very cold for the receptionists on a cold day
Confidentiality within the Reception Area
Consider how to reduce the possibility of conversations being overheard on reception.
Improve Directions to Rooms
Specifically Treatment Room 1 as patients seem to be bypassing this regularly.
Review times that patients are requested to telephone for appointments i.e. 8.30 – 9.30 for emergency or on the day appointments, and after 9.30 for advanced appointments.
Appointment availability is constantly under review and we will discuss with the PPG how we might best implement this.
Appointment Cancelation Facility
Consider a separate answerphone for patients to phone to cancel appointments. Also to highlight appointment can be cancelled up to two hours prior to an appointment on-line via our website.
On-line
Encourage those patients who can to use on-line booking and repeat prescription facility within our website to help ease the phone lines.
Patient Information
Use the Jayex board more to inform patients when and how long the clinician is running late in surgery
Develop a Practice newsletter.
****We would like to remind patients that these are suggested actions that require further discussion and investigation.****

2012 Actions & Outcomes

Actions agreed 2012
Practice Noticeboard
A practice noticeboard specifically for practice information may help to inform the patients regarding all services offered by the practice. It is really important to make patients aware of the services offered.
This is in place and as seems to be working well and we plan to continue with it for the foreseeable future
Waiting times between arrival and being seen
The practice has agreed to review average consulting times for the clinicians, this hopefully will help the practice to review waiting times.
This was looked at and we have adjusted our appointment system to try and reduce the time patients have to wait, however we do ask that patients understand that one appointment is for ten minutes and is for one condition. If the doctor is running late it is likely that the patient before you needed the extra time.
We really are very sorry for keeping any patient waiting and appreciate your understanding.
Website
The Practice Manager will explore the possibility for a secure login for patients to be made available on the practice website for messaging.
Currently we feel patient are able to contact us in person, by telephone and fax and the website option may lead to messages not getting to the right person in a timely manner.
Telephones
It was agreed the practice would review the lunchtime availability of the phone lines. The practice at present has an emergency line during 1.00pm – 2.00pm. This makes it difficult for working patient to contact the practice during the lunchtime period thus making more demand on the early morning service. The suggested change to be considered is an emergency line during 1.30pm – 2.30 pm.
This suggestion was implemented and has been a success. We have also put a message onto the system making patient aware of when the telephone lines open again.
DNA Appointments
The Clinical system has the facility to send text messages to remind patients of their appointments. The practice will explore the possibility of using this facility to try and reduce the DNA rate. It was felt displaying the monthly numbers were not having the desired effect.
We are still hoping to pursue this and we will look at again this year. Currently we are discussing the issue of “patient consent”.
Access
The practice has agreed to display new signs, Push and Pull signs for the entrance doors The practice have a bell situated outside the surgery for patients who require help entering the practice that patients may not yet be aware of. The practice will display a notice regarding the bell situated outside for those who require assistance entering the practice.
The Push & Pull signs are in place, and a notice is next to the bell for patients to ring should they need assistance into the building.