CROFT MEDICAL CENTRE
Survey Results Discussion Forum
We have now compiled the results of the Patient Participation Telephone System and Access Survey.
We would like to seek your opinions in relation to the outcomes and proposed action plan in response to this.
To give you an opportunity to contribute to the action plan with ideas that you may have about those issues / action points identified.
Finding / Outcome
That 1 in 5 patients reported being kept waiting over 10 minutes for telephone call to be answered
1 in 5 patients were dissatisfied with the telephone system
Action Proposed
Installation of a new telephone system - with increased automated answering / handling
Your Comments or Ideas
Finding / Outcome
65% of our calls are reported to be made between 8 and 9.00am
but
40% of patients telephoning wanted only a routine appointment at any time in the future
Actions Proposed
Telephone voice message to re-direct those patients not requiring urgent appointments to call later in the day
Reception manager recruited to manage system demands
Reception staff training - triage and management of patient needs at peak times
Your Comments or Ideas
Finding / Outcome
63% of respondents were unaware we provide late appointments on alternate Monday, Tuesday or Wednesday evenings for patients who are unable to attend in normal surgery hours
51% of respondents were unaware we provide an on line appointment booking system
Action Proposed
Regular reminders of these services in the following ways
- Practice Leaflet containing up to date information
- Practice Newsletter
-Information posted on the practice website
- Posters and leaflet information in the practice reception area
Your Comments or Ideas