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PATIENT SURVEY 2016

AS A RESULT OF OUR RECENT PRACTICE SURVEY AND FEEDBACK RAISED THE PRACTICE WILL BE IMPLEMENTING THE FOLLOWING: SEE REPORT BELOW

Patient Survey Action Plan 2016

 

Practice Name: Abbey Grange Medical Practice

 

Practice Code: B86068

 

Following our Patient Survey and comments received the Practice will implement the following changes to improve patient experience

 

 

  1. Action plan priority areas (achievable and implementation)

 

Priority area 1

 

Description of priority area:

 

Patients being kept informed of delays when visiting the GP. Patients have informed us that they were not kept updated when a GP or Nurse are running behind. 

 

 

 

What actions were taken to address the priority?

 

Systems were looked to see if delays could be displayed on our system.  We were advised by our computer IT dept  this was not possible at present.  As part of staff training, staff  will keep patients informed if a doctor or nurse are running behind during their consultations regularly.

 

Result of actions and impact on patients

 

Notices will be placed in the waiting room informing patients that sometimes delays may occur due to complex patient issues and .   staff will now regularly update patient on any delays that may occur.  This to be implemented immediately

 

 

 

 

 

 

 

 

Priority area 2

 

Description of priority area:

 

Booking appointments on-line. Although we do have a number of appointments that can be booked on-line.  Patients have requested that we should provide more of this facility.

 

 

What actions were taken to address this priority

 

Further to capacity and demend of appointments additional appointments will be made available to book on line.

 

 

 

 

Result of actions and impact on patients

 

As booking appointments on-line has increased incorporating additional appointments to book on-line this will enable ease of access to get an appointment and limit patients having to get through on the phone

 

 

 


 

Priority area 3

 

Description of priority area:

Comments have been made with regard to staff – communication with patients.

 

 

What actions were taken to address the priority?

 

Further staff training in customer service is to be arranged for reception staff. The practice has looked at installing voice recording facility on our telephone system. As this facility could not go ahead due to the financial implication  of this facility at this present time.  We hope that through regular customer training we will provide an excellent customer service 

 

 

 

 

Result of actions and impact on patients:

 

We endeavour to provide excellent patient experience

 

 

 

Priority area 4

 

Privacy in the waiting room at Abbey Medical Centre.

 

What actions were taken to address the priority?

 

Further to the installation of the new reception desk, some patients felt concern t that confidentiality in reception at Abbey Medical Centre.was an issue . A bigger notice informing patients if they do need to speak in private a designated room has been provided

Close to reception that they can speak to staff in private.

 

 

 

 

Result of actions and impact on patients:

 

We endeavour to provide excellent patient experience with confidentialty paramount



 
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