- practice to liaise with local chemists to ensure that patients’ are able to order and collect their prescriptions from their local chemist Waiting times A lot of patients perceive their waiting time as beginning from when they arrive at the surgery, however in house it would be perceived from the time of the appointment. 38% of patients report waiting between 10-20 mins after appointment time and 25% between 20-30 minutes of their appointment time. 30% of patients’ feel they wait a bit too long and 12% feel they wait far too long. The PPG asked whether it would be feasible for patients to receive a text or email to inform them if their appointment will be delayed and by how much. Action: - practice to consider waiting times and look at how these could be reduced - practice to look into whether it would be possible to provide real time updates by text or email if a Doctor was running late 6. Subsequent action to be taken by practice What was agreed What we have done What the outcome was To There have been meetings There have been alterations to the 1. New building take suggested between the architects and original design plans to ensure that improvements to the practice to consider the reception is as confidential as possible, interior design design plans for the new that the building is as light as possible forward to architects building. All PPG comments and that disabled access is optimised, as for consideration passed on. suggested by the PPG. Floor plan now signed off. Priority for 2014-15 Status: Complete 2. Online access to Practice meet with patient The meeting went well with patient investigate why 7% of representatives to see if representatives, barriers were identified patients are there were any barriers for including how well online access was registered for online online access. We are publicised and difficulties registering for access, it was felt that currently looking at trialling the service for people who are not we should increase and increase in the number computer literate. In the next mass the number of online of online appointments mail out, a separate document with appointments for available for acute and clear step by step instructions about acute access and to chronic problems. For how to register including details about chronic problems the plan how to access help pages from EMIS.
- practice to liaise with local chemists to ensure that patients’ are able to order and collect their prescriptions from their local chemist Waiting times A lot of patients perceive their waiting time as beginning from when they arrive at the surgery, however in house it would be perceived from the time of the appointment. 38% of patients report waiting between 10-20 mins after appointment time and 25% between 20-30 minutes of their appointment time. 30% of patients’ feel they wait a bit too long and 12% feel they wait far too long. The PPG asked whether it would be feasible for patients to receive a text or email to inform them if their appointment will be delayed and by how much. Action: - practice to consider waiting times and look at how these could be reduced - practice to look into whether it would be possible to provide real time updates by text or email if a Doctor was running late 6. Subsequent action to be taken by practice What was agreed What we have done What the outcome was 1. New building To take suggested improvements to interior design forward to architects for consideration Priority for 2014-15 Status: Complete There have been meetings between the architects and the practice to consider the design plans for the new building. All PPG comments passed on. There have been alterations to the original design plans to ensure that reception is as confidential as possible, that the building is as light as possible and that disabled access is optimised, as suggested by the PPG. Floor plan now signed off. 2. Online access to investigate why 7% of patients are registered for online access, it was felt that we should increase the number of online appointments for acute access and to Practice meet with patient representatives to see if there were any barriers for online access. We are currently looking at trialling and increase in the number of online appointments available for acute and chronic problems. For chronic problems the plan The meeting went well with patient representatives, barriers were identified including how well online access was publicised and difficulties registering for the service for people who are not computer literate. In the next mass mail out, a separate document with clear step by step instructions about how to register including details about how to access help pages from EMIS.
Patient%20Participation%20Group%202013-14%20Final%20report.docx