Harcourt Medical Centre carried out a patient survey last year (2011), with the aims of recruiting a
‘Patient Representative Group (PRG)’ to identify priority areas for practice development.
A PRG was developed that was representative of our registered patients
A Practice survey to identify the views of the PRG on priority areas for practice development was carried out.
From the questionnaire three key areas/themes were identified that could form the basis of dialogue with the PRG
1. Reception staff interface
2. Online appointment system
3. Accessing appointments by telephone
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: To increase the number of reception staff available to take calls during the peak hour (0800-0900) when the medical centre opens in the morning. We currently have three staff available during this peak time and will aim to increase to four members of staff in the near future.
Priority 2: To increase the availability of online appointments available for our patients. The practice is moving software provider (from EMIS to System One) later this year (June-July 2012), we will work with our new provider to offer a better online appointment booking system.
Priority 3: To run a customer service excellence workshop for the reception staff. We have asked an external company ‘Developing People’ to run a two day work-shop
This is a short reference guide, for the full Local Patient Participation Report please download this file: