1. PATIENT SURVEY ACTION PLAN 2013-14 We now have an active Patient Participation Group! The priorities for this plan have been discussed and agreed together.

2. 89% were very or quite satisfied with the same day call back (triage) system (50% very, 39% quite)  20% did not get to speak to or see the doctor they wanted to You said… …in May we will: Reserve a few appointments every day for booking 24-48 hours in advance Share out the appointments available online more evenly amongst all doctors 2013-14 Patient Survey Appointments Availability Advertise more widely the option to book a same day (triage) call online Publish each doctor’s clinic days on the website and in the waiting room

3. 90% said our receptionists were helpful, friendly & courteous all or most of the time  25% had urgent appointment requests handled unsatisfactorily some/all of the time You said… …in May we will: Reserve some appointments every day for booking 24-48 hours in advance Introduce a receptionist pattern of asking: 1. When you need an appointment 2. Which type of appointment do you need (phone or in person) 3. Giving you all available options to choose from We completely understand that some patients prefer not to mention any medical detail at all to a receptionist. However, a general description is very useful for the doctor when booking a same day appointment so please don’t be offended when we ask for this. We want to make sure you get the most appropriate appointment that we can offer. We find that although some folks prefer not to comment, most don’t mind. We respect both views entirely. 2013-14 Patient Survey Booking Appointments

4. Several comments of appreciation for the early morning appointments  Some comments requesting more early evening appointments You said… …in May we will: Start appointments at 07:30 Tues-Fri rather than all the early ones on Tues & Weds 2013-14 Patient Survey Opening Hours Adjust an additional clinic each day to run appointments to 6pm instead of 5pm

5. 74% get to speak to someone quickly enough all or most of the time  22% get to speak to someone quickly enough only some of the time You said… …in April we will: Add two more telephone lines (staffed!) Monitor the call volumes in each hour of the day – to make sure our staffing & breaks match the demand 2013-14 Patient Survey Telephone call handling

6. Several positive comments regarding the cleanliness and general appearance of the surgery  Several comments that the car park is over full at some points in the day You said… …in May we will: Adjust clinic times so that on average fewer people need to arrive at the surgery at the same time. This should ease pressure on the car parking. 2013-14 Patient Survey Physical Access

7. 65% have gained useful information from the waiting room in the last 2 years (43% several times)  Several comments regarding the lack of a call screen and low tannoy volume  Several comments about the colour scheme: “drab”, “dull”, “funereal” You said… …in June we will: Redecorate the waiting room: repaint, change pictures, new chairs PPG will be fully involved from the start Add the call screen (as per last year’s plan) and increase the tannoy volume 2013-14 Patient Survey Waiting Room Add Wi-fi access for patient use in the waiting room

8. 92% of users found it easy or fairly easy to use (54% easy, 38% fairly)  22% had booked an appointment online in the last 12 months, 7% tried to but not found one available You said… …by September we will: Hold a review of our online options with the PPG to get more specific ideas how to improve Continue to make sure the information available in the waiting room matches what is available online 2013-14 Patient Survey Surgery Website Comments showed that although the general website is easy to use the booking part much less so Work with our IT provider to try and get an improved online booking functionality