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Red Roofs Surgery Local Patient Participation Report. We are a long established practice, located close to the centre of Nuneaton, serving approximately 15500 patients. Our opening hours are Mon/Fri 08.00-12.00 13.30-18.30 Saturday (pre-booked only) 8.00-12.00

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red roofs surgery local patient participation report
Red Roofs Surgery Local Patient Participation Report
  • We are a long established practice, located close to the centre of Nuneaton, serving approximately 15500 patients.
  • Our opening hours are Mon/Fri 08.00-12.00 13.30-18.30 Saturday (pre-booked only) 8.00-12.00
  • We have an active Patient participation group (PPG) meeting 6 times a year that has been established for over 12 years.
  • In 2011 we have established a Patient Reference Group (PRG) who we can contact by email or post.
prg group
PRG GROUP
  • 260+ Patients registered either with or without email
  • <1% are of non white ethnicity compared to 10% of our practice population
  • 60:40 Ratio of Female to Male compared to 51:49 of our practice population
  • 28% were below the age of 45 compared to 56% of our practice population
prg group survey
PRG GROUP SURVEY
  • We conducted a survey using email, post and an in practice mail box asking what could be improved at the practice:
  • 70 Respondents to the survey asking what could be improved at the Practice.
  • The majority of respondents were not working
  • 50% were aware that we were opening on Saturday mornings
  • 95% did not use the web-site
  • The majority had visited the practice in the last two months
prg group survey results
PRG GROUP Survey results
  • Top two suggestions as to how we may improve our service
  • 1. Telephone access – improve the system
  • 2. Make more pre-bookable appointments available
discussion of findings
Discussion of Findings

The results were discussed with the Practice PPG

group and the following conclusions made:

Telephones

  • A new telephone system along with an increase to 8 incoming lines has been introduced
  • Make telephone performance statistics more visible to staff and patients.
  • Ensure adequate staff for call volumes.
  • On line web booking of appointments reducing telephone volumes.

Increase pre-bookable appointments

  • This appointment type generates the highest level of patients failing to attend an appointment and would therefore reduce overall accessibility if it were increased.
  • All members valued the ability to access an on the day appointment, as this was not the case at other practices and did not want this facility diminished, even if it meant a longer wait when calling with high volumes.
prg group6
PRG GROUP

Telephone actions – Practice Manager

  • Make telephone performance statistics more visible to staff, patients – April 2012
  • Ensure adequate staff for call volumes – Mar 2012
  • Introduce On line web booking of appointments reducing telephone volumes – Early May 2012
prg group7
PRG GROUP

Pre-bookable appointments

  • It was concluded that we would not change the balance that we currently have as this would reduce our on the day availability.
  • We also ensure that we do not refuse to see any patient that has an urgent medical problem. Their call may be triaged by the Duty Doctor
prg group next steps
PRG GROUP Next steps
  • Share the findings and conclusions via the web site, email and practice Notice boards. – April 2012
  • Conduct further surveys to monitor changes - Q3 2012