Download LPPG Survey Results – Action Plan

LPPG Survey Results – Action Plan
After discussion with Linden patient group:
1)Discuss results and ideas for change at partners meeting
2)Meet to discuss with Practice Supervisors and representatives from admin/reception teams
->feedback to patient group at next meeting
-> posters for feedback ‘you said, we did’ format
-> upload LPPG DES report onto website
Common
Proposals for
themes/suggestions from change
survey including free text
comments and suggestion
box feedback
Action
Wollaton 0844 number not acceptable.
Review use of 0844
number at Wollaton
branch .
Telephone access – ringing phones,
calls taking too long to be answered.
Discuss with the practice
team.
Appointment times - requests for
extended hours (evenings or
Saturdays), shorter wait for routine
Discuss with practice
team.
Discussed at partners
meeting and agreed to plan
for change back to a local
0115 number. This cannot be
actioned until the current
Wollaton telephone contract
expires in January 2013.
Use flyers to publicise the
website for booking
appointments and on-line
prescription requests to take
pressure off the phone lines.
These can be handed out
with prescriptions and placed
in reception area. Also to
request that patients make
non –urgent phone calls later
in the day to avoid busy
phone lines before 11am.
Issues of telephone access
have been discussed with the
practice supervisors - a plan
of proposals to improve
phone access and delegation
of work in reception area will
be drafted.
For further discussion at next
partners planning meeting.
The protocol for adding
appointments, being able to book far
enough in advance, uncertainty from
reception staff about when
appointments are coming on the
system resulting in repeated calls to try
to get appointment.
Stop front door banging.
Socket covers in waiting area.
Earlier phone opening times
Long wait to see doctor or nurse in
waiting room, request for patients to
be kept informed of expected waiting
time, especially if doctor running late.
Continuity of care and not being able to
see doctor of choice.
More female doctors, too much change
of medical staff.
Suggestion to put up photographs of
previous doctors at Wollaton.
Concern that podiatry service may no
longer be available in Wollaton.
Reception area too open, issues of
privacy in reception area.
Lack of toys for children in reception
routine appointments to the
booking system has been
reviewed.
Fix door (Wollaton).
Suggest socket covers.
The phone lines open at
8am, which is the time of
switch over from the OOH
service.
Feedback to reception
teams. May be difficult
for receptionists to keep
track of this during busy
times.
To be done.
Door has been fixed.
Discussed and to be
arranged.
No change.
Discussion with reception
staff who will try to keep
patients informed of waiting
times.
One of the photos needs to
be framed, once this is done
Dr Perko will put up the
photos in Wollaton reception.
Being looked into.
Currently under review and in
negotiation to keep local
service in place for Wollaton
patients.
To review with the
Discussed at partners
practice team issues of
meeting, agreement to plan
confidentiality in the
for radio in reception area –
waiting area. Could we re- practice supervisor to look
visit the option of having
into practicalities of licensing
music/radio in the
and equipment. Practice
reception area? Also
supervisor to draft plan as
phone position and
above, staff to be aware of
possibility of moving this
voice level.
further from front desk.
Possibility of separate of
reception/admin area in
Stapleford.
Additional books have
Additional books put into
already been put into
Stapleford reception. Practice
reception at Stapleford.
supervisors to look find quote
To review health and
for bead frame/activity table
safety/infection control
type toy.
issues with toys and
discuss possibility of new
toys with
Parking
Chairs uncomfortable, placed too close
together, request for higher level seats
for arthritic/elderly patients etc.
A few patients commented on intrusive
questions asked/lack of respect from
reception staff.
Concern that the health visitor service
may be moving.
partners/cleaning service
(Stapleford)
A comment was raised
about cafe
users/shoppers etc taking
up space in the car park
at Stapleford – the barrier
should be down at busy
times and spaces
available for patients
using the medical services
at the Care Centre only
(Stapleford)
To feedback re:chair
placement to see if
seating area can be rearranged. The seats have
been placed further from
the reception desk to try
to help limit issues of
privacy. To discuss the
possibility of having a few
higher seats available for
elderly/disabled patients
who find the others seats
too uncomfortable
To review and discuss
with the practice team..
Problem with booking in machine.
Feedback to
supervisors/reception
teams to monitor for
problems.
Request for repeat prescription
requests to be made over the phone.
Currently to help keep
pressure off the phone
lines we would request
patients bring in written
requests or a copy of
their repeat prescriptions
to request medications.
Patients can also use the
new on-line service.
Issues raised regarding
on-line registration etc
will be fed back to
practice supervisor to
Problems with the website.
Comments fed back to
reception teams. Plan for 2
higher level chairs in both
receptions.
Comments fed back to
reception staff.
Currently under review, with
ongoing discussion with aim
of maintaining local service
for Wollaton patients.
Fed back to reception staff to
monitor for problems. Sign to
remind patients to press
‘arrive me’ after inputting
details.
Unfortunately phone line
pressures make this difficult.
To advertise on-line service.
Fed back to practice
supervisor for further action.
Further feedback on this
welcome to help improve this
look at solutions for the
problems encountered
Also to update info on
NHS choices website and
to put on link to our
website.
Online ‘suggestion box’.
Name badges for reception staff.
Board in reception listing doctor’s
names should include practice
supervisor names.
Lack of information or publicity e.g.
About the book in machine and
website.
Long wait for blood tests ‘ 2 weeks not
acceptable’.
To suggest to team.
To suggest to team.
Too many leaflets on the walls.
To review all
posters/information in
reception area
Currently patients calling
before 11 for an urgent
appointment are offered
an appointment at the
end of morning surgery.
After 11, they are put on
a list to receive a
telephone call from the
doctor, and will be
seen that day if needed.
Discuss with team.
Sit and wait system for emergency
appointments.
Suggestion of routine telephone
appointments.
Individual doctor/nurse feedback on
consultation skills.
To consider producing an
up to date practice leaflet
with input from the LPPG
Results fed back .
new service. To look into
possibility of adding online
suggestion box. To update
NHS choices as suggested
including link to practice
website. Ensure details online
regarding appointment
system are accurate.
Agreed pending quotes.
Done.
Plan for new up to date
leaflet with input from
patient group.
Number of phlebotomy
phlebotomy slots with
practice nurse increased.
Fed back to reception to
remove old leaflets and
reorganise notice boards.
For further discussion at next
partners planning meeting.
For personal reflection and
use in annual appraisal.