APPENDIX

SEAFORD MEDICAL PRACTICE PPGPATIENT SURVEY JAN 2012 ACTION PLAN UPDATE

Actions completed as follows:

Area of weakness / Actions completed
Ease of talking to a GP at phone in times /
  • Checks carried out to ensure message in place if GP on holiday/ unable to take calls
  • Telephone supplier has been asked to quote for a queueing system for the GP phone in times
  • 2 GPs – Drs Elliott & Steward to pilot changes to their phone in times over the next month

Getting through to reception by telephone /
  • Additional staff have been trained on phone answering
  • Switchboard staff have been told not to leave phone unless replaced by another member of staff
  • Staff have been advised that ringing phones are to be answered within 3 rings by any member of staff not already taking a phone call
  • Reception staff now float between phones and other tasks rather than working on 1 task
  • Message on the initial pick up has been simplified

Ease of making an appointment by telephone /
  • Additional staff have been trained to ensure better coverage
  • Message on the initial pick up has been simplified. It is pleasing to note that in the latest national patient survey satisfaction in this area has increased to 73% from 52% 12 months ago and 42% 2 years ago.

Ease of making an appointment using the automated telephone system /
  • Booking system simplified
  • System is checked daily for appointment availability and appointments opened where possible
  • Checks are carried out to ensure the system is working
  • System is advertised on the waiting room TV
  • Option changed on initial pick up message to simplify process

Ease of making an appointment using the online booking system /
  • Waiting room TV advertises the facility with instructions for registration, lost password procedures, trouble shooting
  • Appointments expanded to cover phlebotomist and GP Registrar
  • Appointment availability is checked daily

Length of time waiting to be seen by receptionists /
  • Staff floaters provide additional cover at busy times where staff levels allow
  • The practice has invested in a revisedqueuing system for patients to help receptionists and patients see each other – the initial feedback is that it is very popular.
  • Receptionists asked not leave desk unless replaced by another member of staff or request another member of staff to follow up queries
  • Receptionists now advise patients queuing with prescriptions about the pharmacy leave and collect service to avoid queuing at the surgery. This has also been included in the PPG newsletter.

Other /
  • Actions outstanding