Patient Participation Group Action Plan 2024

 

National Patient Survey, Practice-Led Survey, and Local Engagement Results

As you may be aware, the results of the national patient survey were published in July. We have since then reviewed these, carried our own in house survey, and conducted a number of local engagements.

Below are the areas you identified for improvement and the actions we are taking.

1) Telephone Access

Feedback:

You expressed dissatisfaction with our telephone access.

What we have done:

  • We employed additional staff to increase capacity for managing incoming calls.
  • Implemented a callback option that holds your place in the queue and calls you back when you reach the top, eliminating the need to stay on the phone.
  • Proactively call our vulnerable patients to check in on them.
  • GPs return calls within a specific time frame, if appropriate.
  • Introduced an online form option, allowing you to bypass the need to call the surgery.
  • Patients can now cancel appointments via an automated system, freeing up lines for those who need to speak to staff.

2) Contact with Specific GP

Feedback:

You are dissatisfied with the time it takes to speak with a specific GP.

What we have done:

All GPs work part-time, and patients are now informed of the next available date for their requested GP.

3) Ease of Using Our Website

Feedback:

You find our website difficult to navigate.

What we have done:

  • Upgraded our website with professional design services.
  • Ensured the website complies with Disability Discrimination Act (DDA) requirements.
  • Enhanced the search function for better performance.

4) Overall Experience of Booking Appointments

Feedback:

You are dissatisfied with the overall experience of booking appointments.

What we have done:

  • All patients are asked to complete an online request form when contacting the surgery.
  • We offer support to those less able to complete the online form
  • The request form is processed by a Duty Care Navigator, who will contact you via phone or text based on your preference. This could result in:
    • A link to book an appointment.
    • A direct phone call.
    • Self-care advice.
    • Referral to a more appropriate service.
  • If a GP appointment is necessary, it will be categorised by urgency:
    • Same day.
    • Within 3 working days.
    • Within 10 working days.
  • To ensure requests are not missed, details of every patient and the condition they present with are added to a list on our our clinical system.
  • The Duty Care Navigator reviews this list and directs patients using a Conditions Checker.
  • If all slots are filled, the Duty Care Navigator consults with the duty doctor for guidance.

Upcoming Plans to be completed by 31 March 2025

  • Streamline the telephone system using data to reduce reliance on calls, allowing easier access for those less comfortable with technology.
  • Increase digital literacy support by expanding our digital hubs from monthly to weekly, helping patients manage their health online.
  • Review recorded telephone conversations for training and improvement.
  • Provide customer service training for Care Navigators.
  • Station Care Navigators in the waiting area to engage with patients and provide digital assistance.