Implement queueing system, with information regarding number in line Recognise the need to ensure Establish a set welcome on the phone, Re-train staff to answer the phone with morning/afternoon 1m (DONE) “Good all reception staff introduce including introducing yourself or hello, Sunny Meed Surgery, Name speaking” themselves when answering the phone CLINICS: Long waiting times in surgery Service redesign: Explore skill mix of practice team to include eg. paramedics / nurse 6m ensure that patients are being seen practitioners (PARTNERS) by the most appropriate member of the clinical team / support service Improve quality of patient information (website and surgery 1m (DONE) enables longer (15mins) notices) to facilitate self-care and appropriate use of other appointments to be offered by GPs to community based primary care resources (including pharmacy, patients over 75years or those with WIC) multiple comorbidities Try to enlarge the email contact on the website homepage to make 1m (DONE) Improved advertising of e-mail access for it more obvious and encourage phone consultations to be offered enquiries and phone consultations by the reception team when patients request an appointment Increase the number of phone consultations available for each GP GENERAL FEEDBACK: Recognise that email receipt Default receipt email to be sent on Explore possible options using NHS net e-mail and bed in practice 1m (DONE) confirmation is required for reading all incoming messages policy all incoming contacts Arrange for all emails to be scanned onto patient records and a 1m (DONE) diary entry added to the appropriate doctor so that actions can be
Implement queueing system, with information regarding number in line Recognise the need to ensure all reception staff introduce themselves when answering the phone Establish a set welcome on the phone, including introducing yourself Re-train staff to answer the phone with “Good morning/afternoon or hello, Sunny Meed Surgery, Name speaking” 1m (DONE) CLINICS: Long waiting times in surgery Service redesign: ensure that patients are being seen by the most appropriate member of the clinical team / support service enables longer (15mins) appointments to be offered by GPs to patients over 75years or those with multiple comorbidities Improved advertising of e-mail access for enquiries and phone consultations Explore skill mix of practice team to include eg. paramedics / nurse practitioners Improve quality of patient information (website and surgery notices) to facilitate self-care and appropriate use of other community based primary care resources (including pharmacy, WIC) Try to enlarge the email contact on the website homepage to make it more obvious and encourage phone consultations to be offered by the reception team when patients request an appointment Increase the number of phone consultations available for each GP 6m (PARTNERS) 1m (DONE) 1m (DONE) GENERAL FEEDBACK: Recognise that email receipt confirmation is required for all incoming contacts Default receipt email to be sent on reading all incoming messages Explore possible options using NHS net e-mail and bed in practice policy Arrange for all emails to be scanned onto patient records and a diary entry added to the appropriate doctor so that actions can be 1m (DONE) 1m (DONE)
Patient%20Survey%20Action%20Plan%202016.docx