Harcourt Medical Centre 'Your Say' Results / 2012-2013

This is the second year Harcourt Medical Centre has had a Patient Reference Group (PRG). In year one the
practice established a PRG and carried out a survey looking at aspects of our service. As a result of this work we
implemented the following changes:

  1. We increased the number of reception staff available to take calls during the peak hour (0800-0900) when the medical centre opens in the morning from three to four.
  2. We changed software provider (from EMIS to SystemOne) and improve our online appointment system.
  3. We invested in reception staff training by employing an external company ‘Developing People’ to run a two day work-shop on excellence in customer service.

This year we have continued to build on these themes and carried out another patient survey.

Survey results:

Practice action plan:

As a direct result of the patient survey, and in agreement with the PRG, the practice has undertaken to address the following priorities:

Priority 1: Online services: Better publicity of online services in practice newsletter, practice leaflet, practice notice board. To consider labels being added to repeat prescription slips to raise awareness.
Action taken by practice to increase awareness – newsletter, posters, slips with repeat prescriptions and monitor behind reception.
The practice will aim to produce a leaflet to be given to all patients registering for the service, a copy of the leaflet will be added to the practice website for easy download.
Action taken by practice – both on website and guide for patients registering for online services

Priority 2: Appointments: The practice will look at the appointment system aiming increase the number of pre-bookable appointments available every week.
Action taken by practice: At present 25% of our weekly appointments are pre-bookable, this has been increased to 32%.

Priority 3: Reception: The practice has looked at the way staff are working at the reception.
Action taken by practice: Moved repeat prescribing and the filing of medical paperwork to the back office which should free up reception staff to offer a more personal meet & greet service to our patients

This is a short reference guide, for the full Local Patient Participation Report please download this file:

PDF of full report

Crane Bridge Road, Salisbury, Wiltshire, SP2 7TD | Tel: 01722 333214