1. Patient Group meeting agenda 8 November 2017
Welcome/Ground rules
Summary of GP survey results
What are we doing to address areas for improvement
We need your views

2. The GP patient survey - Practice overview
What this practice does best
95% of respondents say the last GP they saw or spoke to was good at giving them enough time Local (CCG) average: 86%National average: 86%
98% of respondents say the last GP they saw or spoke to was good at listening to them Local (CCG) average: 89%National average: 89%
91% of respondents say the last GP they saw or spoke to was good at involving them in decisions about their care
Local (CCG) average: 83% National average: 82%
What this practice could improve
31% of respondents find it easy to get through to this surgery by phone Local (CCG) average: 66%National average: 71%
25% of respondents usually get to see or speak to their preferred GP Local (CCG) average: 51%National average: 56%
51% of respondents describe their experience of making an appointment as good Local (CCG) average: 70%National average: 73%

3. Reasons for incoming phone calls

4. Reduce the number of phone calls by:
Encouraging patients to use online access to book appointments, order medication and access medical records
Holding drop in sessions to help get patients set up on line and providing ad hoc support
Keeping GP paperwork up to date
Increase use of repeat dispensing
Giving people direct dial number when appropriate to not all calls have to go through reception

5. Improve timeliness answering the phones by:
Looking at additional resources to answer phones in the morning
Looking at how we can cover the busy lunchtime better
Looking into phone line that works flexibly across both sites

6. Improve experience of booking an appointment by:
Encouraging patients to book online
Enabling patients to book appointments on self service screens in surgery
Review of appointments system to look at pre booked versus on the day balance of appointments

7. Access to preferred GP Challenging as we have a part time workforce
Trying to recruit another GP
Employed a clinical pharmacist to free up GP appointments
Training an advanced nurse practitioner
Reviewing approach to telephone appointments

8. We need your views Pre booked versus on the day
Telephone consultation versus face to face appointment
Length of appointments
Who you need to see
Active signposting