The results of this year's survey can be found by following this link:
PPG & Survey Results Report
Following our 2013 survey the areas agreed with our Patient Reference Group for attention were :
1. Undertake ongoing customer services training with Reception Staff
2. Agree improved times for answering telephone calls
3. Monitor improvements and maintain dialogue with the Patient Group .
As a result:
· Ongoing customer services training is now a regular part of training for our Reception staff and customer services experience is something we look for when recruiting new staff.
· We have worked very hard to improve our telephone answering times. Unfortunately we have been beset with a variety of intermittent technical problems with the system that have proved difficult to diagnose and cure. We believe that a software upgrade on 29th March 2014 will resolve the last of these issues.
· We have engaged in individual correspondence with some Patient Reference Group members over various issues and we are making greater use of the website to make announcements and give updates.
The results of the 2014 Patient Survey are shown below. This survey was sent out to over 120 Patients who have registered their email addresses on this website. It was also available for completion on the website and as a paper form in the Surgery for more than a month. 45 people responded. The main issues identified were:
1. The telephone remains a major issue. On Saturday 29th march 2014 the telephone system software will be upgraded. We believe that this will eliminate the technical problems. We are also employing more Reception staff and changing rotas to ensure that more staff are available to answer phones at busy times.
2. We were disappointed that the perception of how easy it is to speak to a Doctor or a Nurse on the telephone has not improved. All of our Doctors are now providing more telephone consultations that last year and we have very recently increased the size of our Nursing Team. We hope that this will go some way towards addressing this issue.
3. The Practice is beginning an exercise to change the way in which we deal with same day appointments. We understand that any new system will need to recognise that most Patients believe that the ability to book appointments in advance is very important. We will undertake a consultation process with our Patient Reference Group when we have firmer proposals
4. We still seem to be not very good at communicating news of some of the services which are available. On Mondays, Tuesdays and Wednesdays every week we have bookable appointments available from 7.30. Once a month we offer a surgery on a Saturday morning and lastly it is possible to make appointments online. If you wish to use this facility please contact the Surgery for a PIN number.
If you would like to receive email copies of surveys and newsletters please add your details to the contacts on this site. If you are interested in joining our Patient Participation Group, please ask at reception for a leaflet, or download one here: htthttp://www.myttonoakmedpractice.co.uk/website/M82002/files/Draft_leaflet.pdfhttp://www.myttonoakmedpractice.co.uk/website/M82002/files/Draft_leaflet.pdf
I have had email conversations with a number of Patients concerning our Survey results, but we are always very keen to hear any views. Please feel free to use the 'contact us' option to send me an email
Adrian Kirsop Practice Manager 17th March 2014