This report summarises the development and outcomes of the Patient Reference Group (PRG) in 2013/14.
The report contains:
- A profile of the PRG.
- Priorities for the 2013/14 patient survey and how they were agreed with the PRG.
- Method and results of the patient survey.
- How the survey findings were discussed and changes agreed with the PRG.
- Details of the Action Plan agreed with the PRG.
- Confirmation of practice opening times.
1. Profile of the PRG
GP – Dr Richard Wong
Practice Manager – Rebecca Eaton
Practice Nurse – Maryanne Day
Patient Representatives: (for confidentiality purposes only initials will be used.
MP, male, years with the practice 20+, registered disabled
JC, male, years with the practice 20+ retired
RB, female, years with the practice 5+ retired
AO, female, years with the practice 18+ years nurse
We have tried various ways to recruit younger members to our group. The steps we have taken to engage with our younger population include; advertising on the notice boards at Priestley College and waiting room advertising.
2. Priorities for the survey and how they were agreed with the PRG
Priorities that were discussed prior to the survey:
Access for patients
Waiting times in the waiting room
Telephone access
Any issues relating to prescriptions issued.
Courteous and friendly reception staff.
3. Method and results of patient survey
Questionnaires were placed in the waiting room for a 2 week period during February 2014. Reception staff asked patients in the waiting room to complete a questionnaire whilst they were waiting for the nurse/doctor.
4. How the survey findings were discussed and changes agreed with the PRG
We discussed the results at the PRG meeting on 11th March 2014. We advertised within the waiting area, inviting patients to attend the review meeting. PRG members were provided with a copy of the survey results and there was opportunity to discuss the findings. An action plan was drawn up, see below.
5. Action plan agreed with the PRG
|
You said…
|
We did…
|
The result is…
|
|
Speed at which telephone was answered initially; majority of feedback was fair/poor.
|
Agenda item at staff meetings, to ensure efficiency when answering the phone. Extra staff on duty during peak times to assist answering the telephone.
|
Try to increase staff capacity during peak times ie. 8.00- 9.00am.
|
|
On occasions long waiting times to see the doctor/nurse upon arrival for appointment.
|
Purchased a white board for staff to update giving waiting times for each clinican.
|
Patients will be kept up to date via a white board in the waiting area. This will be updated by staff to give patients an estimate of waiting times for each clinician.
|
|
Opportunity of speaking to doctor/nurse on the telephone
|
Implement telephone consultations, each GP will have 2 telephone consultations each morning.
|
Set up telephone appointments working that day.
|
|
Length of time waiting for an appointment.
|
We are currently looking at ways we offer appointments. We have a presentation booked with Doctor First in June, a telephone triage system.
|
If we decided to proceed to Doctor First all incoming requests for appointments are telephone triages by the GP first.
|
6. Opening times:
The practice is open Monday to Friday 8.00am to 6.00pm. Access to services during our core hours can be made in person at our reception desk, appointments can also be accessed via telephone or internet appointment booking, internet service available 24 hours per day.
7. Extended hours
The practice does not currently offer Extended Hours appointments.
View the improving the practice document (XLSX, 46KB)