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Name of Surgery:  The College Practice

Discussion Dates:  Patient group meetings and finalised 26.3.15

Those Present:  Patient Participation Group members

For full report please see 'Upload Survey Report' on the right.

Action points arising out of survey

  1. In our recent questionnaire we asked:How easy is it to get through to the practice on phone?                                         The practice has installed extra lines and staff are asked to answer within 3 rings, once the automated message is complete.  We are further publicising Vision On line Services in addition to the telephone appointment booking as above. This will allow patients to book an appointment on line, and also order medication, and from 1 April 2015 certain sections of patient records will be available to patients who register for this service
  2. In our recent questionnaire we asked How easy is it to get an appointment on the same day? 

    We offer same day appointments and can have up to 4 clinicians each day offering on the day appointments and telephone triage. Because of the impact of the pressure of work involved in dealing with so many on the day requests, the partners are investigating ‘Dr 1st’. This is a system which will analyse capacity, activity, demand and backlog and then advise on better ways of providing a quality service to patients. The practice has started the process and had feedback on suggestions for which system would address our issues.

    We continue to ask staff to explain the process.

  3. Question 17 of our recent questionnaire asked ‘How easy is it to book ahead?  

    We continue to offer on the day and forward booking up to five weeks ahead. However by considering our ways of offering appointments as per Priority area 2 we look to this to make it easier for patients to book ahead. We have put in place the automated telephone booking and the On line appointment booking and consider that these are part of a consolidated process to offer appointments to patients.

Signed: A Fridd Date: 26.3.15  (Practice)

Signed: N Rowell  Date: 26.3.15  (PPG Chair)  Action Plan Accepted

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