Updated Jan 2019

Following our forming a Patient Viewpoint Group in 2011/12 we wanted to keep you updated with where we are with the actions suggested by the Group and other patients.

Maybe you're not part of the Group and just want to see if we have answered the comment or query you made when you a slip? We want to thank you again for taking the time to share your views and help improve our service.

The previous year's reports and updated action plans are towards the bottom of this page so you can see how we have been able to adapt our services to our patient's needs and in response to survey results, individual's comments and Comments Slips submitted to us.  

Our latest Patient Participation report is attached below. It includes an action plan for the 3 areas we have agreed as priorities with our Patients and the results of what we have implemented so far (see below). There is also a display in the ground floor waiting room of our most recent comments and our responses to each.

Patient Participation Action Plan May 2018

Actions Identified by Patient Comments

 

Action taken

 

Develop the second question on the friends and family test to gain more meaningful responses

COMPLETED

 

Consider re-opening on a Wednesday afternoon from winter 2018 depending on staffing levels.

COMPLETED

 

Advertise extended hours hub and promote to patients on the phone who may not be able to attend during normal surgery hours. Ensure all admin staff are trained to use.

COMPLETED

 

Previous Years Reports...

Patient Participation Action Plan March 2015

Actions Identified by Patient Comments

Action taken

Develop online services and access to summary care record;

 

As part of the process for implementing online access to booking appointments, ordering scripts and access to medical records it was agreed that our Patients Group would pilot the SystmOnline for us before rolling it out to our full patient population.

COMPLETED

Our Patient Group happily volunteered to pilot the SystmOnline functionality for us and were given a pre-access questionnaire, their access details to access their full patient medical record and at the end of the pilot phase we surveyed their experiences by telephone.

After the pilot phase was completed, all patients using the mysurgerywebsite system were emailed to warn them of the new system launch and the old system closure to remind them to attend and collect their new log-in details.

The SystmOnline functionality for booking and ordering scripts and the SCR access is now available to all our patients with their log in details and is advertised to all patients on our website, at new patient health checks and via posters in the waiting rooms. We have now closed down access to the old system of ordering on mysurgerywebsite.

We have advertised this change in the Patient Comments and Replies tab of the Patient Viewpoint Group section of our website as well as on our You Said we did display in the downstairs waiting room.

Although previous surveys have highlighted a high level of satisfaction with opening times our patients were particularly concerned that their access to our clinicians may be detrimentally affected when two local surgeries closed within 6 months, prompting growth in the practice list size.

COMPLETED

We decided to invest in extra Advanced Nurse Practitioner time a further day a week & and extra session of Healthcare Assistant time an afternoon a week to increase the access to appointments and maintain our same or next day access despite our increase in list size due to two local GP surgeries closing down.

As hoped this has helped increase our level of appointments and maintain our same or next day appointments as standard despite the influx of extra patients.

It has also led to greater patient choice for their chosen clinician as, with a single handed male GP, it’s important to offer access to female clinical staff who are able to diagnose, prescribe and refer particularly to patients where they culturally would prefer to see a female member of the team.

We’ve also been able to use our skill-mix better with the variety of clinical staff to try and make sure patients see the most appropriate clinician each time which helps on access to the GP and Practice Nurses.

Because our nurses, HCA and ANPs all see patients upstairs, offering availability to these members of staff at different times means we are more likely to be able to accommodate seeing patients in the Doctors downstairs room when he is not in session by these female staff members which helps patients and carers alike to access who they need to see despite mobility restrictions.

We have advertised this change in the Patient Comments and Replies tab of the Patient Viewpoint Group section of our website as well as on our You Said we did display in the downstairs waiting room.

Concerns over being overheard in upstairs clinic rooms.

 

In April 2014 a comments slip was put in the box upstairs noting that some of the conversations taking place in the room next door could be overheard in the waiting room.

 

COMPLETED

Where patient confidentiality is at risk we were quick to prioritise this and invest in two radios and a PRS licence to allow us to play music in both waiting areas. In January 2015 it also became mandatory to purchase a PPL licence to continue playing music for this purpose. This has a dual purpose of entertaining our patients while they wait as well as helping to prevent anyone being overheard in other areas of the building, protecting patient confidentiality. 

There have been no further comments regarding overhearing conversations and the general feedback has been positive. We did have one comment slip completed complaining that the radio upstairs was not tuned in properly. Because the radio in the upstairs waiting room is accessible by visitors, we do not mind if patients adjust it to another station if they prefer. We do tend to leave it on Radio 2 as this seems to suit most people and the music and chat is suitable for the setting. If patients find the station has been changed or is not properly tuned in they are free to adjust the tuning or let a member of staff know at the time and we are happy to do this for them.

We have advertised this change in the Patient Comments and Replies tab of the Patient Viewpoint Group section of our website as well as on our You Said we did display in the downstairs waiting room.

Patient Participation Report March 2014

Actions Identified by Patient Survey and agreed by Patient Viewpoint Group March 2014

Action taken

Raise awareness of website by recording a phone message, Info screen in waiting room, leaflets and posters

Completed

Offer eligible patients access to their online record using SystmOne Online

Completed

Advertise nurses clinic times on website

Completed

Investigate secure email or web functionality for patients to discuss care with GP remotely. Self care information already available on website and telephone consultations available.

Ongoing - one way messaging avilable through website 'Contact Us' function but is not 2-way

Early Morning or late night surgery to be investigated as extended hours. As the commenter notes this is problematic with only one GP but there may be a possibility of an Advanced Nurse Practitioner clinic early start.

Discussed with Federation of local practices but no one currently keen to provide this for us. Discussions ongoing.

 

Patient Viewpoint Group Report 2012/13

 

Actions Identified by Patient Survey and agreed by Patient Viewpoint Group

Action taken

Discuss with Nursing team need to start surgeries on time so as not to keep patients waiting

Completed

Investigate power-assisted doors or easy open door catches to help with the weight of the front door – Quotations have been requested - Update Sept 2013  cost prohibitive but will consider further should some non-recurrent money be made available from NHS England  next year.

on hold

Continue rolling programme of decorating already initiated – hallway & stairs nearly completed, then GP consulting room and ground floor waiting room.

Ongoing

Liaise with Phone system provider to offer patients a geographical 01484 phone number alongside current number – now in place and advertised on practice leaflet

Completed

Investigate possibility of booking appointments online – ongoing with TPP provider

Completed

Have hand rails fitted to ground floor WC to help our less able patients and visitors

Completed

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