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

PRG GROUP 260+ Patients registered either with or without <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 We conducted a survey using , 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 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 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 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 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 Share the findings and conclusions via the web site, and practice Notice boards. – April 2012 Conduct further surveys to monitor changes - Q3 2012