with the PPG members (9th March 17) and the practice has asked the Sarah Giles (PPG) year members to help the practice to find solutions in trying to improve in PPG members these 2 areas. Since last year the practice has introduced a further All practice staff phone line at 8am and another for the whole day, it has been reiterated to all reception staff that all calls MUST be answered within 3 rings, patients are not to be put on hold under any circumstances and a phone has been added for all unanswered calls to be diverted to should the main lines not be answered for whatever reason. The Practice manager holds the backup phone and it has been monitored since being introduced and she can confirm that not many calls have come through to her. The Practice has been in talks with the hospital and external telephony services to try and come up with solutions but unfortunately so far this has proven to be unsuccessful. The practice is therefore turning to other solutions and this time it involves encouraging patients to use online communication via patient access. With regards to lack of appointments, the practice has taken on a Pharmacist Practitioner; he is able to deal with most conditions so again patients are being urged to book with him where possible so this allows the GP to deal with the more complex cases. The Plan therefore is to raise patient awareness in relation to these 2 areas. Patient Buddy Scheme Aim to advertise this more in the waiting area and PPG members to be GP Partner On-going involved in this process. Coffee mornings to be arranged to help with Managing Partner throughout the advertising both Access’ and Buddy Scheme’. Sarah Giles (PPG) year ‘Patient ‘Patient Our aim will be to get at least 20 patients on the Buddy register in the PPG members next 12 months and at least another 5% of patients to be signed up for All practice staff patient access. Becoming a Patient Buddy The practice and PPG members will continue to raise awareness about GP Partner On-going this scheme with the aim to get at least 20 buddies in the next 12 Managing Partner throughout the months. Sarah Giles (PPG) year PPG members All practice staff
with the PPG members (9th March 17) and the practice has asked the members to help the practice to find solutions in trying to improve in these 2 areas. Since last year the practice has introduced a further phone line at 8am and another for the whole day, it has been reiterated to all reception staff that all calls MUST be answered within 3 rings, patients are not to be put on hold under any circumstances and a phone has been added for all unanswered calls to be diverted to should the main lines not be answered for whatever reason. The Practice manager holds the backup phone and it has been monitored since being introduced and she can confirm that not many calls have come through to her. The Practice has been in talks with the hospital and external telephony services to try and come up with solutions but unfortunately so far this has proven to be unsuccessful. The practice is therefore turning to other solutions and this time it involves encouraging patients to use online communication via patient access. With regards to lack of appointments, the practice has taken on a Pharmacist Practitioner; he is able to deal with most conditions so again patients are being urged to book with him where possible so this allows the GP to deal with the more complex cases. The Plan therefore is to raise patient awareness in relation to these 2 areas. Sarah Giles (PPG) PPG members All practice staff year Patient Buddy Scheme Aim to advertise this more in the waiting area and PPG members to be involved in this process. Coffee mornings to be arranged to help with advertising both ‘Patient Access’ and ‘Patient Buddy Scheme’. Our aim will be to get at least 20 patients on the Buddy register in the next 12 months and at least another 5% of patients to be signed up for patient access. GP Partner Managing Partner Sarah Giles (PPG) PPG members All practice staff On-going throughout the year Becoming a Patient Buddy The practice and PPG members will continue to raise awareness about this scheme with the aim to get at least 20 buddies in the next 12 months. GP Partner Managing Partner Sarah Giles (PPG) PPG members All practice staff On-going throughout the year
Minutes%20PPG.docx