Appendix 5 Patient Action Required Milestones Practice Lead Patient Group Lead Timeframe Access 1 Issue To reduce number of DNA’s in Where possible, text messages Practice Manager N/A Ongoing High DNA to make up to 140 will be sent to patients the day (Did not attend) rates appointments per month before their appointment to available for to face” remind them. continue to be a “face problem. The practice consultations. Educate patients through Practice Manager N/A Ongoing looses up to various e.g. use of practice approximately 140 web site, posters, leaflets, appointments (7 practice newsletter and surgeries) per month notifications on prescriptions. from patients failing to Telephone reminders to patients Reception team N/A Ongoing attend. with 2 or more consecutive appointments. Telephone reminder to patients Reception team N/A Ongoing known to DNA regularly. Telephone reminders to patients Reception team N/A Ongoing with known memory problems. Text message and/or Letter to Administration team N/A Ongoing patient’s who DNA 2 Issue To reduce holding time for Continue to distribute Practice Manager N/A Ongoing Long waiting time for telephone to be answered Administrator workload to telephone to be provide addition person for answered telephone answering during busy period Relocating more administrative Practice Manager N/A April 2014 staff into the reception area now that funding is available, to allow more flexibility in assisting patients and answering telephone calls etc. Regular monitoring and feed Practice Manager / N/A Ongoing back to staff of call handling Senior Receptionist times 3 Issue Recent survey show significant Meet with reception team to Practice Manager N/A April 2013 Attitude of reception improvement. We will continue discuss findings of patient staff to improve patient perception survey. of reception staff Further customer service Practice Manager N/A Ongoing training.
Appendix 5 Patient Action Required Milestones Practice Lead Patient Group Lead Timeframe Access 1 Issue High DNA (Did not attend) rates continue to be a problem. The practice looses up to approximately 140 appointments (7 surgeries) per month from patients failing to attend. To reduce number of DNA’s in to make up to 140 appointments per month available for “face to face” consultations. Where possible, text messages will be sent to patients the day before their appointment to remind them. Educate patients through various e.g. use of practice web site, posters, leaflets, practice newsletter and notifications on prescriptions. Telephone reminders to patients with 2 or more consecutive appointments. Telephone reminder to patients known to DNA regularly. Telephone reminders to patients with known memory problems. Text message and/or Letter to patient’s who DNA Practice Manager Practice Manager Reception team Reception team Reception team Administration team N/A N/A N/A N/A N/A N/A Ongoing Ongoing Ongoing Ongoing Ongoing Ongoing 2 Issue Long waiting time for telephone to be answered To reduce holding time for telephone to be answered Continue to distribute Administrator workload to provide addition person for telephone answering during busy period Relocating more administrative staff into the reception area now that funding is available, to allow more flexibility in assisting patients and answering telephone calls etc. Regular monitoring and feed back to staff of call handling times Practice Manager Practice Manager Practice Manager / Senior Receptionist N/A N/A N/A Ongoing April 2014 Ongoing 3 Issue Attitude of reception staff Recent survey show significant improvement. We will continue to improve patient perception of reception staff Meet with reception team to discuss findings of patient survey. Further customer service training. Practice Manager Practice Manager N/A N/A April 2013 Ongoing
Patient_Participation_Annual_Report_201213.docx