Wells Park Practice

ActionLeadCommentsCompletion Information about the range of additional services in the practice to be provided to the patients RD, MBPractice website, practice newsletter, posters in the waiting area Completed Appointment system review with a view to re-design RDPatient Panel subgroup created to work with the practice Sub-group created but no changes agreed Telephone accessRDPatient Panel subgroup created to work with the practice New telephone provider as from 18 February 2013 Early morning appointmentsRDAt least one day a week early morning appointments Monday morning appointments available from 7:30 am EMIS access to be reactivated. RD Completed March 2012 Patient toilet to be redecorated RDPractice to organiseCompleted. In addition all consulting and treatment rooms had flooring replaced. Process implemented for the reception to ensure that data such as change of telephone number is pro-actively collected MP/KA Completed

Low Scores * Appointment system – booking ahead and booking on day * Telephone access Improvements * Customer services (continuing) * Physical environment (patients toilets, new floors in consulting rooms)

* Friendly, approachable staff * Questions answered by doctors and nurses * Empathy shown * Helpful receptionist – giving advice on how to access practice service on the internet * Booking appointments in advance very difficult * Booking appointments difficult either by phone or coming to the surgery * Poor continuity of care – difficult to see the same doctor again