How frequently were these reviewed with the PRG? There is a Matters Arising standing item on the Rolling Agenda of PPG meetings where issues like appointments, telephone system or any other issues patients may have are discussed. Our PPG meetings take place four times a year. We also look at the other sources of feedback and if there is a recurring theme we discuss it with the PRG. Action plan priority areas and implementation Priority area 1 Description of priority area: Telephone queuing system What actions were taken to address the priority? Telephone access has been an issue and at the PPG meetings. it’s always discussed When 5 years ago we changed our telephone system to 8 channels- due to patients complaining that they had problems with getting through to the surgery over the phone we hoped that would sort telephone issues out. The system worked for a while and then patients started complaining that the phone were not being answered and that they were being kept in a queue for a long time. We had a meeting with the telephone company in October 2015 and we agreed to reduce the channels to 4 so that the phones – can be answered in a timely manner. We now have dedicated staff just answering phones. We now only have 4 lines coming in with 4 waiting.
How frequently were these reviewed with the PRG? There is a Matters Arising standing item on the Rolling Agenda of PPG meetings where issues like appointments, telephone system or any other issues patients may have are discussed. Our PPG meetings take place four times a year. We also look at the other sources of feedback and if there is a recurring theme we discuss it with the PRG. Action plan priority areas and implementation Priority area 1 Description of priority area: Telephone queuing system What actions were taken to address the priority? Telephone access has been an issue and it’s always discussed at the PPG meetings. When 5 years ago we changed our telephone system to 8 channels- due to patients complaining that they had problems with getting through to the surgery over the phone we hoped that would sort telephone issues out. The system worked for a while and then patients started complaining that the phone were not being answered and that they were being kept in a queue for a long time. We had a meeting with the telephone company in October 2015 and we agreed to reduce the channels to 4 – so that the phones can be answered in a timely manner. We now have dedicated staff just answering phones. We now only have 4 lines coming in with 4 waiting.
PG%20Action%20Plan%202014-15.docx