1. SMP appointment booking1 Appointment booking

2. SMP appointment booking2 Programme Why are we changing?Why are we changing? What process is being followed?What process is being followed? –The role of the patient group? Aims (what we want to achieve)Aims (what we want to achieve) Objectives (how we achieve it)Objectives (how we achieve it) How we propose to meet our aims & objectivesHow we propose to meet our aims & objectives Patient pathways: how the system works for me?Patient pathways: how the system works for me?

3. SMP appointment booking3 Why are we changing? 2 week wait for planned appointments (backlog)2 week wait for planned appointments (backlog) Patients not pleasedPatients not pleased Onerous clinical workloadOnerous clinical workload Admin staff dealing with the fall outAdmin staff dealing with the fall out

4. SMP appointment booking4 Programme Why are we changing?Why are we changing? What process is being followed?What process is being followed? –The role of the patient group? Aims (what we want to achieve)Aims (what we want to achieve) Objectives (how we achieve it)Objectives (how we achieve it) How we propose to meet our aims & objectivesHow we propose to meet our aims & objectives Patient pathways: how the system works for me?Patient pathways: how the system works for me?

5. SMP appointment booking5 What process is being followed? Partners set aims & objectivesPartners set aims & objectives Patient and staff consultation on how aims and objectives are metPatient and staff consultation on how aims and objectives are met Review and evaluationReview and evaluation

6. SMP appointment booking6 Role of patient group TODAY: Hearing our aims and objectives, and how we propose to meet them (today)Hearing our aims and objectives, and how we propose to meet them (today) Sharing feedback and concerns (today)Sharing feedback and concerns (today) Support the planning of patient pathwaysSupport the planning of patient pathwaysLATER Supporting the wider patient communitySupporting the wider patient community Evaluating the new systemEvaluating the new system

7. SMP appointment booking7 Programme Why are we changing?Why are we changing? What process is being followed?What process is being followed? –The role of the patient group? Aims (what we want to achieve)Aims (what we want to achieve) Objectives (how we achieve it)Objectives (how we achieve it) How we propose to meet our aims & objectivesHow we propose to meet our aims & objectives Patient pathways: how the system works for me?Patient pathways: how the system works for me?

8. SMP appointment booking8 Aims All patients to have prompt access to a clinician Patients to receive the most appropriate care from the person most qualified to assess their reason for the appointment Clinical workload to feel manageable Staff to feel happy with the new system

9. SMP appointment booking9 Objectives 1.Doctor First: All patients requesting an appointment speak to a GP or Adv Nurse Practitioner on the phone the same day 2.To support patients to have faith in the new system 3.Pathways in place to support all sections of our patient community

10. SMP appointment booking10 Programme Why are we changing?Why are we changing? What process is being followed?What process is being followed? –The role of the patient group? Aims (what we want to achieve)Aims (what we want to achieve) Objectives (how we achieve it)Objectives (how we achieve it) How we propose to meet our aims & objectivesHow we propose to meet our aims & objectives Patient pathways: how the system works for me?Patient pathways: how the system works for me?

11. SMP appointment booking11 How we propose to meet objectives 1.You call us on the day you want an appointment or advice The Doctor will call you back the same morning or afternoon 2.What if I am going out or working? We can call you back on a mobile or at a time to suit you 3.What if I have trouble using the telephone? We understand. Please speak to our reception team and we can discuss other arrangements

12. SMP appointment booking12 Programme Why are we changing?Why are we changing? What process is being followed?What process is being followed? –The role of the patient group? Aims (what we want to achieve)Aims (what we want to achieve) Objectives (how we achieve it)Objectives (how we achieve it) How we propose to meet our aims & objectivesHow we propose to meet our aims & objectives Patient pathways: how the system works for me?Patient pathways: how the system works for me?

13. SMP appointment booking13 Patient pathways Putting ourselves in the place of a patientPutting ourselves in the place of a patient Following their footsteps through our systemFollowing their footsteps through our system

14. SMP appointment booking14 Patient pathways Working patientsWorking patients Patients who are carersPatients who are carers Patients who have limited mobilityPatients who have limited mobility Patients who cannot leave the housePatients who cannot leave the house Patients who are hard of hearingPatients who are hard of hearing Patients who have limited EnglishPatients who have limited English Patients who want to book onlinePatients who want to book online

15. SMP appointment booking15 Questions

16. SMP appointment booking16 Patient Group events Today April 10 thToday April 10 th May 16 th Tuesday 5-6pmMay 16 th Tuesday 5-6pm Saturday June 14 th 10.30-12.30Saturday June 14 th 10.30-12.30