Areas of Patient Feedback
The Healey Patient Participation group over the last year, discussed several areas that patients had commented on. These were feedback given by patients on areas that concerned them and also things that may improve the surgery .
The main areas where ;
- Access – Including telephone access in order to book or cancel appointments
- GP Appointments – Access Issues
- Dark and gloomy waiting room .
Access & GP Appointments
We have tried to improve the access by the following :
The surgery is trying to improve the appointment system all the time . At the beginning of October we have taken on a new GP Partner Dr Khan . This has offered more appointment sessions.
We now have the online booking system for patients to use, which has proved a success and we have a larger number of patients who utilise this system .
We also have a facebook page where we advertise that patients can cancel appointments if need be on the Private Message part . This has also helped take some of the pressure from the phones .
Winter clinics set up by the CCG have provided more appointments . These are useful especially on Mondays and the busy times.
The surgery also has huge numbers of appointment DNAs every month. The patient group has discussed this several times. The group also felt that this was having an effect on access issues and if patients cancelled before hand we could re-book someone else . We have therefore set up our facebook page, where we advertise that patients can cancel appointments if need be, on the Private Message part . This has also helped take some of the pressure from the phones
- We are currently looking at improving the telephone system we have and have had several companies in to look at various new systems and upgrades .
We are still looking at the access and monitoring this. We are still trying to encourage patients to register for the on-line services by advertising in the surgery , on the website and on facebook .
The reception staff are actively promoting this to patients at the front desk .
Dark waiting room with too many posters
We had one set of the lighting improved at the end of 2013/14 . This did make a difference in the waiting room as it is a dark room with only 4 velux windows and a lot of brickwork walls, which can make this seem quite dark .
As we still had comments about this being dark we have since had 2 more large drop light fluorescents installed . This has improved the lighting a lot.
One of our staff members has now been give the responsibility for keeping the posters and information in the waiting areas tidy and current. It is hard not to display a lot of posters as we receive posters from many different health awareness areas. They all have their specific awareness and education information to reach many different groups of patients .
We are constantly trying to improve on the services we offer and with the surgery premises too.
We have worked with the Patient Participation Group at a number of areas and will continue to do so .
Please help us by giving your feedback . We will try and work together to improve