This patient survey has now closed, but please check back on our website for future patient survey’s. Your feedback matters to us!
Please see below our action plan based on the results from our most recent patient survey and how we are using this information to improve our services
Action Plan
Following the results of the survey (which you can view below), please see our action plan by clicking each button; ‘Objective/Goal’, ‘What we have done so far?’ and ‘What work is still required?’
Patients were not aware of the improvements made to our telephone message, appointment booking and website design and information.
To find an effective way to direct and disseminate important updates and information to patients.
To encourage our patients to utilise our website and online access more.
Posters/digital display advertising the NHS APP
NHS Digital drop in sessions
Information on the call flow
Website offers lots of information regarding latest improvements /updates
Advertise via social media (Facebook & Instagram) to disseminate info to patients not regularly accessing surgery.
Advertise our website and social media
Update our telephone message with information about Total Triage coming soon
Majority of patients are booking appointments via telephone causing higher volume of calls
To decrease the waiting time on telephone
To implement Total Triage that will improve access to our patients and reduce the amount of telephone calls
Signpost patients to book online using patient access/NHS APP/Pharmacy First
Information readily available on the website
To decrease volume of calls, and waiting times – new answer msg helps to signpost patients accordingly.
New check and cancel service
Go live with Total Triage – what is Total Triage?
Total Triage is a a step towards significant improvement to the booking system, providing greater accessibility to patients whereby PATCHs will be open throughout the whole working day. We are aiming to roll out mid-September.
Appointment Availability – patients advised that they found the booking system confusing and felt it was difficult to get an appointment
Providing more access to services for our patients
Simplifying the booking system
Provided our patients with more online appointments to book into
Promote external services such as Pharmacy First
Educating our patients on ways that they can access our services such as PATCHs, Email, NHS App
Open PATCHs all day via our Total Triage system. Total Triage is a a step towards significant improvement to the booking system, providing greater accessibility to patients whereby PATCHs will be open throughout the whole working day. We are aiming to roll out mid-September.
Grow the Patient Participation Group
To support digitally excluded patients via workshops, drop-in sessions and our helpful team
Results
The above action plan was based on a patient survey that our patients completed over the last few months.
See the results below for yourself: