PPG Action Plan

The results of the patient questionnaire were discussed with the PPG and the lowest scoring parameters, including ‘telephone access’, ‘appointment satisfaction’, ‘see practitioner of choice’ and ‘see practitioner within 48 hours’ were analysed.

We were not at all surprised by the first threeareas and believe that the only realistic action point at present is to mount a PR exercise explaining about the finite number of appointments there are and the reasons why appointments are released in a staggered fashion.

The issue of telephone access is related to the financial limitation of how many personnel we can employ to answer the phones and how much demand there is to make an appointment. If we had more appointments patients would not have to have long-winded conversations with reception staff regarding the system and each phone call would be shorter. It was agreed that there is no solution to this other than trying to reduce demand for appointments. If patients had a greater understanding of this dilemma it might help with their dissatisfaction.

It was apparent from discussions with the group that there is little appreciation of the small numbers of appointments that large numbers of patients are pursuing. Members of the PPG remain very concerned about the large numbers of patients not attending their appointments which compounds the problem.

The practice could not account for the results regarding seeing a practitioner within 48 hours as changes to the appointment system have resulted in an open ended surgery everyday which patients can attend without barrier. However, it was noted that this was introduced after the survey was conducted. It was also felt that possibly what the patients understood by the question was in “48 hours time” or at a time to suit them.

It was agreed that the practice would implement the following action plan with the support of the PPG.

The need to further reduce DNAs (‘do not attends’) which continue to impact appointment availability.
To further educate patients about self-limiting minor illness
To further publicise recent changes to the appointment system and conduct a formal review after the first quarter of 2012/13 (i.e. end of June 2012).
To further promote awareness of extended hours working, including Thursday evenings and Saturday mornings.
To raise awareness of the limitations of our service: the constraints of finite levels of core funding within a difficult economic climate. The difficulties we face due to demand exceeding supply.
To consider reducing list size by consideration of closing the practice list to all new registrations, other than family members of existing patients.

The PPG were keen to assist in publicising and encouraging:

The need to reduce DNAs

The drive towards pharmacies as a first port of call for minor illness

PR exercise to heighten awareness of the plight we have as a practice of too much demand for appointments and a finite supply.

The new appointment system and to participate with the practice in a review of the appointment system after the first quarter of the year.