Patient forum
Patient survey plan
As a result of our patient surveys in 2007/08 and 2008/09, we have identified key improvement areas.
The results that led to our plan are summarised below, and may also be downloaded as a PDF
Summary
Patient survey 2007/08:
1. Getting through on the phone is a nightmare
Improvements made to telephone system and staff training provided to further improve service.
2. Just more flexible hours for appointments
Increase in pre-bookable appointments and Monday evening hours offered.
3. Longer prescription ordering times
24 hours prescription ordering service now available in addition to existing methods.
4. Late appointments for shift workers after 6pm at least once a week
Wednesday late nights and Saturday morninings available
5. Waiting time to see a GP
Management of patients with complex needs altered to reduce waiting time for other patients.
Patient survey 2008/09:
In general, an improvement from previous year after hard work to improve our service. Areas requiring further work:
1. Waiting time to see a GP
Waiting times reduced and more patients waiting under 11 minutes. Further work ongoing.
Phoning through to the practice
Improvements made since previous year, but further work will continue to improve telephone service.
Appointment availability
Obtaining appointments with nurses to be improved.
Our main priorities for the next two years are:
- To look more closely at the appointments system
- To examine telephone capabilities
- Address waiting times to see GPs
