1. Crofton & Sharlston Medical Practice Questionnaire Results 2012 Presentation of 2012 patient questionnaire results Patient Participation Group Wednesday 8 th February 2012

2. Crofton & Sharlston Medical Practice Questionnaire Results 2012 Results Suggested Action Plan  Lowest performance scores  Quick wins and suggested fix solutions Summary

20. Crofton & Sharlston Medical Practice Questionnaire Results 2012 Suggested Action Plan  Top 3 lowest performance scores  Quick wins and possible fixes to comments

21. Lowest performance scores …..(1) Ease of speaking to a GP or nurse on phone? You said ……. Whilst 46% of people answered this question saying they hadn’t needed to do this – 72% of the patients that had tried, said they found it not very easy or not easy at all We suggest ….. Clinicians to add allocated slots to morning surgery slots, which can be used to phone patients back to discuss queries or concerns

22. Lowest performance scores …..(2) What would you like to see more of in each clinical session? You said ……. 50% said being able to book the day before and not just on the day 24% said being able to book more than 2 weeks in advance 26% said more pre bookables We suggest ….. From 01.04.2012 Staff to be given authority to book appts for cases where need to book day before - ie workers who need to inform employers for time Appts to be added to system for one month in advance (which we will trial to ensure DNA rate does not increase dramatically) We had increased the number of pre bookable just prior to this questionnaire and the effect probably hadn’t kicked in – will observe this for now and see how it goes

23. Lowest performance scores …..(3) Specific times to phone for certain things? You said ……. 84% of people said yes 16% of people said no We suggest ….. Need to focus on 8.00am to 10.00am This will have a knock on effect when people phone for this kind of thing early in a morning which  volume of calls. Reception to be stricter on this but to be aware we may receive complaints – so need to explain why prior to doing this (ie posters / info screens etc)

24. Crofton & Sharlston Medical Practice Questionnaire Results 2012 Quick wins and suggested fixes  See handouts and comments welcome

25. Crofton & Sharlston Medical Practice Questionnaire Results 2012 …… and comments on a lighter note Nothing to improve – cant improve on excellence I was last seen, by the breathing nurse …… Doctors are excellent – when you can get in to see them I have never had such a fantastic Doctor …. Receptionists (most) are fantastic and helpful, but one or two could smile a little more Wouldn’t change a thing (well, nothing major anyway!) Thank you reception, for going the extra mile for me

26. Crofton & Sharlston Medical Practice Questionnaire Results 2012 Summary  Produce an action plan based on results and practice / PPG comments  Share the information with GPs, staff and patients  Copy of action plan to PCT  Copy of action plan to go on website www.croftonandsharlston.co.uk www.croftonandsharlston.co.uk  Implement the action plan