ACTION POINT 2 - It was recommended that more publicity be given to the services offered by the Practice whereby patients can ask to speak to a doctor or nurse as an alternative to making an appointment. Waiting for Reply when telephoning the Surgery It was encouraging to note that 66% of patients recorded that they had only had to wait a short time to get through when telephoning the surgery. 27% had said that they had been answered immediately. Call Back Facility It was clear from the responses to the survey that few people were aware that they could ask the Reception Staff to call them back. 71% of responses were from patients who were not aware of the call back facility. A notice is displayed in the Waiting Room and references are made to the service on the Practice Web Site and in the Practice Leaflet. ACTION POINT 3 It was recommended that more publicity be given in the Practice to the Call – Back facility. Seeing Doctor of Choice fairly quickly It was felt that the wording of this question might have been ambiguous, nevertheless 12% of patients said that they were seen on the same day. 36% said that they were seen with 2-3 days. Asking to be seen within 2 days In response to this question 18% said that they had been seen on the same day, and 22% said that they were seen the next day. However, 20% said that there was no Access’ ‘Open appointment available. Some 5% said that the date and time of the appointment was inconvenient. There are comments set out in the Appendix. The Patient Participation felt that in the main the Open Access Surgery was a good service and that patients should be prepared to wait on any given day if they wanted to see a doctor that day. Booking Appointments Ahead
ACTION POINT 2 - It was recommended that more publicity be given to the services offered by the Practice whereby patients can ask to speak to a doctor or nurse as an alternative to making an appointment. Waiting for Reply when telephoning the Surgery It was encouraging to note that 66% of patients recorded that they had only had to wait a short time to get through when telephoning the surgery. 27% had said that they had been answered immediately. Call Back Facility It was clear from the responses to the survey that few people were aware that they could ask the Reception Staff to call them back. 71% of responses were from patients who were not aware of the call back facility. A notice is displayed in the Waiting Room and references are made to the service on the Practice Web Site and in the Practice Leaflet. ACTION POINT 3 – It was recommended that more publicity be given in the Practice to the Call Back facility. Seeing Doctor of Choice fairly quickly It was felt that the wording of this question might have been ambiguous, nevertheless 12% of patients said that they were seen on the same day. 36% said that they were seen with 2-3 days. Asking to be seen within 2 days In response to this question 18% said that they had been seen on the same day, and 22% said that they were seen the next day. However, 20% said that there was no ‘Open Access’ appointment available. Some 5% said that the date and time of the appointment was inconvenient. There are comments set out in the Appendix. The Patient Participation felt that in the main the Open Access Surgery was a good service and that patients should be prepared to wait on any given day if they wanted to see a doctor that day. Booking Appointments Ahead
Patient_Participation_Group_Annual_Report%5B2%5D.docx