We aim to provide a safe and effective service. The practice is fully aware that longer than a 10 minute waiting time can be frustrating but occasionally these things are unavoidable especially when a complex situation occurs in the consultation room, should this occur we aim to keep the patients updated as fully as possible that the doctor is running late. Question 6: In the past 6 months how easy have you found the following: Getting through on the phone: according to our results of the survey, 80 patients answering this question stated it is fairly easy to contact the surgery via by telephone considering how busy we are, but our patients still manage to get through to us using the phone system. Our staff is working extremely hard making sure the phones are answered. A further 40 patient said it was very easy to get through to us using the phones. 55 said not very easy. And lastly 12 said not easy at all. Many stated that they understood how busy the practice can be at peak times, however our staff are trained to work in busy environments and how to handle peak time calls. actions were taken to improve the phone access: We had a meeting with the provider and explained our phone issues. The Software has been set up by the phone provider to allow us greater monitoring of call volumes and waiting times. The software now enables us to identify the grey areas which need to be looked into for further action. The areas that it covers are the highest volume of calls, attended calls, calls for other services and missed calls. The software provides us with the opportunity to provide a greeting message which informs patients and carers about the practice opening and closing times, repeat prescription advice, walk-in service details, appointment bookings, and how to obtain patient access log in details. The greeting message also signposts patients and carers to other departments within the Health centre, if their telephone call is not related to the Child and Family GP surgery. Discussions have been held with the building manager on this particular topic as we receive numerous phone calls from other departments. As discussed with our administrative team, we aim to answer telephone calls within 5 rings. A new voice message which provides more details on the services available to patients has been recently developed.
We aim to provide a safe and effective service. The practice is fully aware that longer than a 10 minute waiting time can be frustrating but occasionally these things are unavoidable especially when a complex situation occurs in the consultation room, should this occur we aim to keep the patients updated as fully as possible that the doctor is running late. Question 6: In the past 6 months how easy have you found the following: Getting through on the phone: according to our results of the survey, 80 patients answering this question stated it is fairly easy to contact the surgery via by telephone considering how busy we are, but our patients still manage to get through to us using the phone system. Our staff is working extremely hard making sure the phones are answered. A further 40 patient said it was very easy to get through to us using the phones. 55 said not very easy. And lastly 12 said not easy at all. Many stated that they understood how busy the practice can be at peak times, however our staff are trained to work in busy environments and how to handle peak time calls. actions were taken to improve the phone access: We had a meeting with the provider and explained our phone issues. The Software has been set up by the phone provider to allow us greater monitoring of call volumes and waiting times. The software now enables us to identify the grey areas which need to be looked into for further action. The areas that it covers are the highest volume of calls, attended calls, calls for other services and missed calls. The software provides us with the opportunity to provide a greeting message which informs patients and carers about the practice opening and closing times, repeat prescription advice, walk-in service details, appointment bookings, and how to obtain patient access log in details. The greeting message also signposts patients and carers to other departments within the Health centre, if their telephone call is not related to the Child and Family GP surgery. Discussions have been held with the building manager on this particular topic as we receive numerous phone calls from other departments. As discussed with our administrative team, we aim to answer telephone calls within 5 rings. A new voice message which provides more details on the services available to patients has been recently developed.
CAF%20-%20PPG%20REPORT%202018.docx