ACTION PLAN-2015 Problems Identified Action Who is involved? Timescales Lack of awareness of the Patient Although posters are displayed within the waiting area, we will look at Practice Manager April-May 2016 Access being offered at the adding more posters. The Practice is also looking into updating GP Partner Practice. advertising within the waiting area by means of a screen. This will Staff hopefully help further in increasing the awareness of Patient Access for all patients. Telephone Access – Getting The Practice will continue to source external quotes from telephony Practice Manager April-June 2016 through to the surgery via companies and also liaise with the Health Informatics/Telephony GP Partner telephone has been identified as department within the hospital to see if there are alternate solutions on a major issue the current systems. EPS (Electronic Prescribing The Practice manager will produce leaflets to explain how EPS works. Practice Manager April 2016 Service) – There still seems to These leaflets shall be added into new patient packs and will also be be a lack of understanding about readily available from within the waiting area for existing patients. Staff the electronic prescription will continue to provide details about this service to patients who may service and how this works not be familiar with it at present. Lack of awareness about the Further leaflets shall be produced for patients to have access to. The Practice Manager April 2016 Practice’s complaint procedure complaints procedure will be advertised further within the waiting area. Details shall also be added to the Practice leaflet. Patients not being fully aware of Communicating new and existing services available to patients at the Practice Manager May –June 2016 all the services the surgery can surgery will be done through various methods. This will include such PPG offer things as; Staff Waiting area displays. PRG to help with the creation of posters/alerts. Newsletters – these will be more widely distributed rather than just being displayed in the waiting areas Patient email addresses continue to be collected by the surgery whenever possible so the aim is to start sending newsletters electronically to those wishing to receive them.
ACTION PLAN-2015 Problems Identified Action Who is involved? Timescales Lack of awareness of the Patient Access being offered at the Practice. Although posters are displayed within the waiting area, we will look at adding more posters. The Practice is also looking into updating advertising within the waiting area by means of a screen. This will hopefully help further in increasing the awareness of Patient Access for all patients. Practice Manager GP Partner Staff April-May 2016 Telephone Access – Getting through to the surgery via telephone has been identified as a major issue The Practice will continue to source external quotes from telephony companies and also liaise with the Health Informatics/Telephony department within the hospital to see if there are alternate solutions on the current systems. Practice Manager GP Partner April-June 2016 EPS (Electronic Prescribing Service) – There still seems to be a lack of understanding about the electronic prescription service and how this works The Practice manager will produce leaflets to explain how EPS works. These leaflets shall be added into new patient packs and will also be readily available from within the waiting area for existing patients. Staff will continue to provide details about this service to patients who may not be familiar with it at present. Practice Manager April 2016 Lack of awareness about the Practice’s complaint procedure Further leaflets shall be produced for patients to have access to. The complaints procedure will be advertised further within the waiting area. Details shall also be added to the Practice leaflet. Practice Manager April 2016 Patients not being fully aware of all the services the surgery can offer Communicating new and existing services available to patients at the surgery will be done through various methods. This will include such things as; Waiting area displays. PRG to help with the creation of posters/alerts. Newsletters – these will be more widely distributed rather than just being displayed in the waiting areas Patient email addresses continue to be collected by the surgery whenever possible so the aim is to start sending newsletters electronically to those wishing to receive them. Practice Manager PPG Staff May –June 2016
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