SHERBOURNE 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.
Your participation means having your say about how we plan and deliver services
And getting involved by helping us to decide what services we should improve and develop
Finding / Outcome
Patients commented that either they were unable or unaware that they could pre-book an appointment in advance. Do you have any suggestions as to how we could improve access for patients who need only a routine appointment, within the current number of appointments we have to offer ?
Potential Ideas Include
Improving information to patients about the appointments system - Newsletters or website
Increasing the pre-bookable appointments within the current numbers we have, if so how many?
Increasing other types of appointments for access - for example telephone consultations for patients who only need to discuss routine problems within the current number available
On line appointment booking service
What are your suggestions or ideas?
Finding / Outcome
81% of patients reported that they found our telephone system to be Good to Excellent. 39% reported that they had experienced a problem when they had telephoned the surgery between 8am and 9am.
How do we improve telephone access or manage the demands for telephone access at peak times in a different way?
Potential Ideas Include
Reviewing the telephone call queing system - to have a longer queue?
Redirect calls to different times of the day if routine or to different surgery staff to deal with simple requests quickly without the need for an appointment.
Calling in the morning for morning appointments or after lunch time for afternoon appointments?
What are your suggestions or ideas?