Patient Participation Group
2013-2014 Action Plans
The Woodlands Patient Survey was undertaken in November 2013. Members of the PPG volunteered to come to the surgery to encourage patients to complete the survey and to advertise the existence of the Group. This raised the profile of both the group and the importance of the Survey.
The Survey was then discussed at the PPG meeting held in January and a summary of the main findings from the survey were displayed in reception on the PPG dedicated notice board, as well as adjacent to the reception desk.
The PPG noted that patient expectations of the GP service had risen in the last 12 months and that although patients were satisfied with the level of clinical care, there were criticisms of waiting times and appointment availability in particular that GPs were not available 24/7. The Practice had already identified improvements in staffing levels and training and was working to improve the patient interface at reception and on the telephone.
At the meeting in January the PPG identified four main areas for improvement
There is on going monitoring & training of staff to ensure that telephones are answered promptly and that calls are handled sensitively. The practice is looking at and trialling ways of ensuring that at busy times more staff are available to handle calls.
It was identified that the website was not being maintained regularly, this was due to staff changes. The problem was already under review. Over the next few months more up to date information will be displayed and the content will be regularly reviewed.
The Practice is not currently using text messaging for any services. It was used for reminding patients of nurse appointments previously. The Practice is going to undertake a feasibility study into making use of this media for contacting patients. The areas to look at would be appointment reminders to reduce DNA’s or review reminders to ensure patients attend for important health checks.
There were many comments in the patient survey regarding reception. Unfortunately some are outside of the control of the Practice as they refer to the design and layout of the reception area and is restricted by the shape of the area. However, the Practice is keen to look at all aspects of the reception area and staff as this is the first point of contact for most people entering the Surgery. There will be ongoing training for all staff working at reception. A review will include, name badges, uniforms and a zero tolerance for violence or unacceptable behaviour as this affects staff and patients in the waiting room, the seating area and the magazines/ leaflets available will also be included in the review.
The Health Centre is undergoing a period of change with new Partners and a new Practice Manager so there is on going review of all aspects of the working of the Practice and its interaction with the population of Paddock Wood. This will include a review of the service we provide and the services we might develop and provide in the future. We will also review all of our Guidance policies to ensure that we provide the best care possible for our patients and staff.
Pauline Elcome, Practice Manager
Woodlands Health Centre 27th March 2014