Patient Reference Group - Action Plan
On the whole the results were reflective of an improved satisfaction survey with an excellent response rate. Areas to be addressed for 2013/14 were around routine appointments with any doctor and to a lesser degree with a doctor of choice. The overall results for Q1 and Q2 were reflective of an improved satisfactory/good/very good response rate compared with last year. This was highlighted at a meeting held on 17.2.2014 with our Patient Group Representatives, summarised below and also covered in the PPG Report on the following 2 pages.
The priority issues identified from previous Patient Satisfaction Surveys were Appointment and Telephone Access and which had previously been discussed with Barlaston Parish Council as our link to Barlaston Health Centre patients. Analysis of Q5 did indicate again for the second year a slight decrease in the number of patients who were not aware of the telephone advice service, reflected by the number of blank replies to this question (33%, compared with 31% previously). The service will continue to be advertised and will continue to be ongoing commitment by the practice for 2014/15. Helpfulness of the staff at both sites was good and competencies of both doctors and nurses scored highly.
Following a meeting with representatives from our Patient Participation Group/Barlaston Parish Council (17.2.14) the following action points were decided upon;-
1. The practice would continue to undertake an internal audit of appointment availability. As in previous years the role of the health care assistant will also be taken into consideration and feasibility of increasing nurse led clinics for some of the disease categories.
2. The practice will continue to audit the number of DNAs and provide the results at each site – Main & Branch on the waiting room notice board on a monthly basis.
3. Organise a mid year review meeting to look at data from the internal audit and keep the forum site up-to-date following the meeting.
4. Repeat the survey using the same format towards the end of the year with the aim to continue to capture a wider audience and enlist the help of the Parish Council via publishing the questionnaire via their website.
5. Explore other methods of online services offered by – Patient UK (third party partner EMIS Web) to compliment services already offered by the practice i.e., repeat prescription ordering / online appointments / text messaging reminders.
6. Organise a follow up meeting following the publication of the results.
7. Continue to use virtual group and this group as a valuable means of gaining feedback
Section Two: Please answer the following questions also (please circle appropriate answer) Yes/No/Don’t know/ N/A
Q1 The doctor always treats me with dignity and respect
Q2 The nurse always treats me with dignity and respect
Q3 The receptionists are welcoming and approachable
Q4 Problems are dealt with promptly and efficiently
Q5 I find appointments are available at convenient times
Q6 The surgery buildings are clean, tidy and well presented