Albion Medical Practice
JUNE 2016 - ANNUAL PATIENT SURVEY ACTION PLAN & FEEDBACK
Overview of Results:
- Are you happy with our appointment system?
Patient comments indicate that if an urgent appointment is needed then we can normally accommodate the patient. However, routine appointments continue to be a problem. Yes we do release appointments every week, this is to ensure that the staff working rota is up to date and all annual and study leave has been accounted for as we do not want to book appointments that then need to be cancelled. More importantly it reduces the amount of wasted appointments as patients cannot book too far in advance. Hundreds of appointments are wasted every year by patients who do not attend a pre-booked appointment. If we reduced this amount significantly our waiting times would be less of a problem.
Booking on-line appointments is an option if you want to avoid the telephone queues. Registering for Patient Online Access is simple, just ask for a registration form at reception and you can make appointments and request repeat medication online at your leisure. From August onwards you can ask for access to your coded record as well, this includes consultations, problems, lab results, immunisations and documents.
We constantly monitor the appointment system and try to increase capacity when appropriate, to reduce the waiting times and the stress on our reception staff.
- Are you treated with courtesy and respect by our staff?
We received brilliant feedback for this section of the survey. The feedback on the reception staff was especially positive and well deserved. We have a great reception team who strive to provide an excellent service to our patients and this shows in the lovely comments we have received.
- What is your opinion of our Practice Website?
Following on from some of the comments received we will try and incorporate more health campaigns such as cervical cytology etc.
The website is a good place to look for the latest news regarding the practice. We are currently migrating over to a new computer system and information about the changeover was put on the website homepage, so patients knew what effect this would have on our services.
We received some comments regarding the practice newsletter. Patients felt they were informative but perhaps include more information on breastfeeding and holistic therapies. We shall certainly look at this when we produce the next one.
Patient Participation Group Feedback on Results:
Appointments: There will always be patients who are unhappy about getting appointments
and who they see. But 53 either excellent or good as opposed to 17 (average
or poor), I think is great.
Courtesy & Respect: No surprise there, everyone is brilliant right across the board.
Doctors always helpful, thoughtful & thorough.
Staff always friendly helpful, thorough and professional.
General comments seem to be split between time taken to get an appointment and how wonderful everyone is. Very few negative comments other than about appointments.
Perhaps Website and Newsletters could be on the PPG agenda