Drs. Susan M. Thomas, Andrew Rutland, Tanya Smith,
Kaz Gladwin, Jonathan Snell & Alastair Bush
PATIENT PARTICIPATION GROUP REPORT
This is a brief overview of the report and the detailed report is below.
Patient Participation Group r eport from 1st April 2012 to 31st March 2013
We were disappointed with the level of feedback from the patients this year as we had a better response in the first year. We will aim to try and improve this and are considering ways of doing so, including new information screens that have been installed in both waiting rooms. This will enable us to inform patients about our day to day work in general as well as opportunistic information such as seasonal items (flu vaccine) extra services, and the PPG.
Below is a summary of what was planned following discussions with the PPG last year (2011/2012)
· Online prescription ordering
This is now up and running successfully on our website thelilliputsurgery.co.uk
· Booking and cancelling appointments on line
This has been delayed as we are changing computer systems in May this year and this facility will hopefully be available after the new system has bedded in
· Telephone answering and access
We have a new appointment system due to start from April this year which we hope will improve access to the doctors
· Waiting room facilities
We believe these are adequate as the building was purpose built 5 years ago and it did not show up as a priority
· Customer service
We have had a further customer service focused training session which was well received by the staff and they are putting what they have learnt into practice
· Patient information
We have installed patient information screens in both waiting rooms which allow us to give seasonal and general advice and information
Unfortunately this has not taken place as the landlord has not carried out the proposed work yet. He assures us it will be done but we have no date for the work to start. We will continue to ask for this work to be carried out.
As a surgery we have tidied up the right handside of the car park where the bins are kept.
Below is a summary of what is planned following discussions with the PPG for this year (2012/2013)
- Improved confidentiality at reception
Building quote for upgrading reception requested
· Feedback on reception staff
We have already held customer service training for all reception staff
· Patients desire to see a particular GP
We are changing the appointments system completely to make it easier for patients to book appointments; particularly trying to improve access to the GP of their choice which we hope in turn will help reception staff and GP’s workload
· Lunchtime opening
This is an area we will look into when we have trained our new member of reception staff
Please follow this link if you would like to look at the complete report