Unaware of extended hours (1) like triage system (1) Didn’t like telling the receptionist what was wrong Didn’t (1) This is a priority action. From April 2014 a new system will be introduced, each day the duty GP and a nurse will triage all requests for appointments. It is hoped that this will help relieve the pressure on the system, and that some patients will have their problems dealt with by a telephone consultation. A similar system is used successfully at other local practices. The comments also highlighted the need to further publicise the new appointment system, on-line booking and extended hours and this will be done by April 2014, using newsletter, website, posters, emails, texts and another Parish Magazine article. Receptionists do ask for some idea of the problem for patients needing treatment urgently, or for nurse appointments, this is to assist us in giving the patient the correct type of appointment. Patients can decline this information, and will then be put through to the clinician doing triage who will be able to give them an appropriate appointment. 22 patients commented on the length of time they were waiting for booked appointments. - GPs will where ever possible give patients the time they need to resolve their problem and investigate issues fully, this can lead to delays. 2 patients felt their wait was longer while the doctor had a chat and a coffee Doctors will sometimes take a comfort break during their – 3 1/2 hour surgery and catch up with colleagues to discuss patients Waiting times they have seen. There were useful comments about how we could advise patients on the likely length of wait including using the check in screen. Action: The practice used to add comments to the electronic check in screen, but this had stopped working. As we now have a new screen we will endeavour to set this up again before the end of March 2013. 6 patients reported problems getting through 4 complained that they were kept waiting on the phone for a long time The receptionist dealing with your call will often have to get – further information which can delay her completing one call and Telephone System answering the next. 2 patients would like to see more receptionist answering the phone and on the desk. –We currently only have 4 phone lines. In the morning and other peak times we have three receptionists answering the phone and one on the front desk, at present we don’t
Unaware of extended hours (1) Didn’t like triage system (1) Didn’t like telling the receptionist what was wrong (1) This is a priority action. From April 2014 a new system will be introduced, each day the duty GP and a nurse will triage all requests for appointments. It is hoped that this will help relieve the pressure on the system, and that some patients will have their problems dealt with by a telephone consultation. A similar system is used successfully at other local practices. The comments also highlighted the need to further publicise the new appointment system, on-line booking and extended hours and this will be done by April 2014, using newsletter, website, posters, emails, texts and another Parish Magazine article. Receptionists do ask for some idea of the problem for patients needing treatment urgently, or for nurse appointments, this is to assist us in giving the patient the correct type of appointment. Patients can decline this information, and will then be put through to the clinician doing triage who will be able to give them an appropriate appointment. Waiting times 22 patients commented on the length of time they were waiting for booked appointments. - GPs will where ever possible give patients the time they need to resolve their problem and investigate issues fully, this can lead to delays. 2 patients felt their wait was longer while the doctor had a chat and a coffee – Doctors will sometimes take a comfort break during their 3 1/2 hour surgery and catch up with colleagues to discuss patients they have seen. There were useful comments about how we could advise patients on the likely length of wait including using the check in screen. Action: The practice used to add comments to the electronic check in screen, but this had stopped working. As we now have a new screen we will endeavour to set this up again before the end of March 2013. Telephone System 6 patients reported problems getting through 4 complained that they were kept waiting on the phone for a long time – The receptionist dealing with your call will often have to get further information which can delay her completing one call and answering the next. 2 patients would like to see more receptionist answering the phone and on the desk. –We currently only have 4 phone lines. In the morning and other peak times we have three receptionists answering the phone and one on the front desk, at present we don’t
PPG_Report_2014.docx