Patient Satisfaction Questionnaire update for 2013 - 2014
Thanks to everyone who assisted with the questionnaire this year, as you will see we continue to offer a good service with a high satisfaction rate.
Again the not so positive comments were few, we discussed the results with members at a meeting on 18th February , 2014 and we have responded to what you said and actioned each point as detailed in the results.
Practice Action Plan
At its meeting on 18th Feb 2014, the PPG met to discuss the results from the survey
of patient experience carried out at the end of 2013. Although a high level of satisfaction exists with both the doctors and nurses, the Group was keen to impress upon the practice a need not to “rest on its laurels”. An action plan was devised to address three key areas arising in part from this discussion:
1. The reduction of congestion at the reception desk. This has been identified in previous surveys as having an adverse effect on privacy. In pursuit of this, care must be taken not to interfere with the preference of a sizeable number of patients who prefer to request repeat prescriptions in person. To this end;
o Move the prescription box to a more prominent position
o Promote online access to repeat prescriptions and appointments
o Promote use of the repeat prescription line
2. Improving communication in the practice, both internally and externally. There is a feeling in the group that the performance of the vital PR role could be improved; a smile and “Good Morning” are appreciated by all.
o The practice is already working on improving internal communication between team members in an attempt to improve efficiency
o This effort needs to be replicated in improving communication between the practice and its staff with the patient body.
o As one aspect of this effort to improve communication, the practice is developing a Facebook page, as a means of publicising services offered.
o A new PPG e-mail account has been created using the web-based Gmail service to facilitate communication between patients and PPG.
3. The group is seeking to develop the bereavement services offered by the practice, and to this end proposes the following:
o The currently available leaflet from the local End of Life Care network was considered inappropriate almost in its entirety. The practice will adapt that offered by The Cumberland Infirmary into a simple guide for the relatives of the deceased.
o The PPG will gauge demand for a group to support those who are lonely, whether by bereavement or other causes. This group could access space within the practice or other community resources, depending on size.
o The PPG will explore links to other agencies such as Age UK and local churches.
Progress towards delivery of this action plan will be discussed at each meeting of the PPG during the course of the coming year.