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STILLMOOR HOUSE MEDICAL PRACTICE

DISCUSSION RE LOCAL SURVEY FINDINGS AND ACTION PLAN FOR 2013/2014

PART A.

 Discussion of local practice survey findings

 

 

Results discussed with PPG members and Practice Manager

 

 

  1. Practice staff (and designation) present:

 

Mrs S Carthew - Practice Manager

 

 

  1. Areas of concern raised by the patient survey were discussed and the following key areas were deemed as a priority by the PPG and practice staff:

 

 

Patient experience issue

 

 

What has been done to address this?

 

Seeing the practitioner of choice

Patients where possible like to see their Practitioner of choice and this has been highlighted in previous surveys. The appointment system allows for pre-booking of 78% of appointments to be booked in advance with varying access from 4 weekly to weekly and one day ahead. Since the last survey the practice has introduced telephone calls with GP of choice as a compromise to allow patients’ access to their regular GP if an appointment is not available.

 

Telephone access / speak to practitioner on the phone

Whilst 42 % of patients surveyed felt that telephone access was Good / Very Good or excellent there is a still a concern regarding this area. Since November 2014 the practice has added on-line appointment booking to improve access via other methods than the telephone. We also now have a generic e-mail address that patients can use for non-urgent matters.

 

 

Waiting times

Efforts have been made to improve information for patients who have been waiting for longer than 20 minutes with reception staff trained to inform patients if there is an expected delay. Some GPs now have ‘break’ appointments within their surgery time to allow for a catch up. Appointment times have been extended for some clinics to ensure patients have sufficient time for their needs.

 

See practitioner within 48 hours

The practice offers a telephone triage system on the day where patients can speak to a GP (patients can specify a time that’s convenient if necessary). There is limited access to pre-bookable appointments within 48 hours but the telephone triage system allows for all urgent cases to be clinically assessed by a GP and bookings are made within 48 hours as necessary.

 

 

 

 

 

  1. The main priorities identified by the PPG for 2014 - 2015 are:

 

Continued monitoring of the appointment system looking to provide additional cover on days with ‘peak demand’ to reduce pressure and improve access.

GPs and Nurses will endeavour to pre-book follow-up appointments as required to negate the need for a further telephone call by the patient to arrange this.

 

 

  1. Priorities identified by practice staff:

 

Information for patients regarding the telephone triage system explaining the need for a brief medical history to assist GPs in prioritising their calls.

 

 

 PART B.

 ACTION PLAN 2013 / 2014

 The following areas were agreed as priorities for action and intervention:

 

 

Priority for action

 

 

Proposed changes

 

Who needs to be involved?

 

 

What is the time frame?

 

 

Appointment Access

 

 

 

 

 

 

Additional GP appointments for Mondays to allow better access on-the-day covering peak time.

 

Continue extended hours through evening surgery (Wednesday / Thursday alternative weeks and Saturday morning fortnightly).

 

Promote Practice nurses evening appointments for disease management and follow-up.

 

 

GPs / Practice Manager

 

 

 

 

 

Partners

Practice Nurses

 

 

 

 

 

 

 

 

Practice nurses

 

Already undertaken with agreed start date April 2015

 

 

 

 

On-going

 

 

 

 

 

 

 

 

 

On-going

 

 

 

 

Advance booking with GP of choice

 

 

 

Offer telephone call-back if appointment not available.

Look at GP/ Nurse pre-booking follow-up prior to patient leaving the practice to prevent the need for further call.

 

 

 

GPs / Nurses / Staff

 

On-going

 

Information for patients re Triage system

 

 

Practice to prepare information leaflet for patients to increase understanding of triage system, and also add a short message to the answerphone to reiterate this.

 

 

Practice Manager / Staff

 

April 2014

 

 Completed by:

 Mrs S Carthew

 Practice Manager

 Stillmoor House Medical Practice                                             Bell Lane

                                                                                                Bodmin

                                                                                                Cornwall

                                                                                                PL31 2JJ

 

STILLMOOR HOUSE MEDICAL PRACTICE

 

DISCUSSION RE LOCAL SURVEY FINDINGS AND ACTION PLAN FOR 2012/2013

 

 

 

PART A.

 

Discussion of local practice survey findings

 

 

 

  1. Patient reference group (PRG) members present:

 

Chairman, Secretary , Treasurer plus 4 members

 

 

  1. Practice staff (and designation) present:

 

 Mrs S Carthew - Practice Manager

 

 

  1. Activities undertaken during 2012-2013 to address issues raised by the last patient survey which were deemed as a priority by the PRG and practice staff:

 

 

Patient experience issue

 

 

What has been done to address this?

 

Seeing the practitioner of choice

The demand for on-the-day / urgent appointments meant that the advance booking numbers had reduced. Changes have been made to the appointment system allowing for maximum advance booking of routine appointments up to 4 weeks ahead (78%)

 

Telephone access difficult at times

The new telephone system was installed in May 2012 with increased access and 8 telephone lines with stacking facilities. This system also allows patients to leave a message for repeat prescription orders – freeing up receptionist time and also allow patients to order their medication at anytime during the day.

 

Waiting times

As with all healthcare services it is not always possible to stick to a set time schedule for appointments. However, reception staff have been trained to monitor clinics and inform patients if clinics are running late. We also have a TV system installed in the waiting room informing patients of the appointment system and asking them to speak to a receptionist if they feel they have been waiting for an unacceptably long time.

 

Speak to GP of choice on telephone

The practice now operates a daily GP lead triage system for all urgent calls on the day – this means that it is always possible to speak to a GP regarding any medical problem. In addition to this, calls can also be allocated for non-urgent matters to a GP of choice if a patient feels that their call relates to their previous treatment or management from a specific GP (these calls may not be returned on the same day).

 

Appointment system satisfaction

Our previous survey highlighted patient concerns for seeing a practitioner on the same day, as well as problems with advance booking.

For routine appointments the practice now books 100% of routine appointments in advance – up-to 4 weeks ahead. In order to deal with the demand for on-the-day urgent call – we now have 2 GPs triaging telephone calls for patients. In addition to this am Emergency Care Practitioner has also joined our practice team to increase the access to seeing a care professional on the day.

 

 

 

  1. The main priorities identified by the PRG for 2012 – 2013 are:

 

Continued monitoring and improvements to the appointment system.

Increased access with pre-booking for the GP of choice.

 

 

  1. Priorities identified by practice staff:

 

Staff training re the triage appointment system to allow patients to fully understand and benefit from the changes to the appointment system.

 

 

 

 

 

 

PART B.

ACTION PLAN 2012 / 2013

 

The following areas were agreed as priorities for action and intervention:

 

 

 

Priority for action

 

 

Proposed changes

 

Who needs to be involved?

 

 

What is the time frame?

 

 

Appointment Access

 

 

 

 

 

 

New GP partner appointment from May 2013

 

Continue extended hours through evening surgery (Wednesday / Thursday alternative weeks and Saturday morning fortnightly).

 

Continue access to GP via telephone through telephone triage system.

 

Practice nurses still booking 4 weeks in advance.

 

 

GPs / Practice Manager

 

 

Partners

Practice Nurses

 

 

 

 

 

 

 

 

Partners

 

 

 

 

Practice nurses

 

Already undertaken with agreed start date.

 

On-going

 

 

 

 

 

 

 

 

 

On-going

 

 

 

 

On-going

 

 

 

Advance booking with GP of choice

 

 

 

Increase to a maximum advance booking of GP routine appointment to 4 weeks ahead to allow maximum access to patients.

 

 

GPs / Practice Manager / Staff

 

June 2013

 

Staff training re triage system

 

 

On-going staff training – up-dates and input to review and modify the system.

 

GPs / Practice Manager / Staff

 

On-going

 

 

 

Completed by:

 

Mrs S Carthew

 

Practice Manager

 

Stillmoor House Medical Practice                                        Bell Lane

                                                                                                Bodmin

                                                                                                Cornwall

                                                                                                PL31  2JJ

 

 


 

 

STILLMOOR HOUSE MEDICAL PRACTICE

 

DISCUSSION RE LOCAL SURVEY FINDINGS ANDACTION PLANFOR 2011/2012

 

 

 

PART A.

 

Discussion of local practice survey findings – Meeting 21st March 2012

 

 

  1. Patient reference group (PRG) members present:

 

Chairman, Secretary , Treasurer plus 3 members

 

 

  1. Practice staff (and designation) present:

 

 Mrs S Carthew - Practice Manager

 

 

  1. Key findings from the survey:

 

Overall patient satisfaction was 83% - areas of concern where ‘seeing the practitioner of choice’, telephone access and waiting times.

 

 

  1. Positive responses:

 

‘New patient – so very pleased’

‘Always found all staff friendly and helpful’

‘I am generally satisfied with Stillmoor House Surgery’

 

The practice scored highly for:

 

-         Respect shown

-         Warmth of greeting

-         Confidence in ability

 

 

  1. Least positive responses:

 

‘Do not like the new system of the Doctor having to phone me back re appointment’

‘More availability of Doctor’

‘Saturday opening hours / morning and afternoon’

‘More late night surgeries’

 

 

The practice lowest scored areas where:

 

-         See practitioner of choice

-         Telephone access

-         Waiting times

-         Speak to practitioner on the phone

 

 

  1. Where did the practice deviate from the national benchmark? Comments regarding why this may be:

 

Telephone access – high demands at certain times of the day. Telephone system older with low functionality. Increased calls through dispensary now accepting telephone orders.

 

Seeing Practitioner of choice – high demand on female GP appointments. Changing of appointment system in February 2011 to allow pre-bookings of 75% of appointments up to 4 weeks in advance and introduction of telephone triage.

 

Waiting times – additional locum cover may result in longer waiting times. Patients often present with multiple conditions taking longer than 10 minute routine appointment.

 

 

  1. The main priorities identified by the PRG are:

 

Telephone access

Practitioner of choice

Waiting times

 

 

  1. Priorities identified by practice staff:

 

Appointment satisfaction

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

PART B.

ACTION PLAN2011 / 2012

 

The following areas were agreed as priorities for action and intervention:

 

 

Priority for action

 

 

Proposed changes

 

Who needs to be involved?

 

 

What is the time frame?

 

 

 

 

 

Telephone Access

 

 

 

 

 

 

 

New telephone system to be installed allowing greater access / call waiting / message service for dispensary, and general information for patients.

 

 

 

Partners

Practice Manager and staff

 

Installed by May 2012

 

 

Practitioner of choice

 

 

 

 

 

 

New partner to join practice team from May 2012.

 

Have less pre-booked appointments allowing access to GPs on the day.

 

 

 

Practice staff

Partners

Patients

 

New Partner commencing

May 2012

 

New appointment system from April 2012

 

 

Waiting Times

 

 

 

 

 

 

 

This is a difficult area but we would like to address this problem by providing information for patients when surgeries are delayed.

 

 

Receptionist to inform patients if any delay greater than 20 minutes.

 

TV screen to be installed at practice informing patients to speak to reception if waiting time longer than 20 minutes, and not already informed.

 

 

 

Staff training through monthly meetings – immediate.

 

TV to be installed May 2012

 

 

Appointment Satisfaction

 

Existing appointment system to be changed – reduced to 25 % pre-booked up to 4 weeks in advance and 75 % on the day booking for GPs.

 

Continue extended hours through evening surgery (Wednesday / Thursday alternative weeks and Saturday morning fortnightly).

 

Continue access to GP via telephone through telephone triage system.

 

Practice nurses still booking 4 weeks in advance.

 

 

Partners

Practice Manager

Practice staff

Patients

 

 

 

 

 

 

Partners

Practice Nurses

 

 

 

 

 

 

 

 

Partners

 

 

 

 

Practice nurses

 

April 2012

 

 

 

 

 

 

 

 

 

On-going

 

 

 

 

 

 

 

 

 

On-going

 

 

 

 

On-going

 

 

 

Completed by:

 

Mrs S Carthew

 

Practice Manager

 

Stillmoor House Medical Practice                                        Bell Lane

                                                                                                Bodmin

                                                                                                Cornwall

                                                                                                PL31  2JJ

 

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