This is the third 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.
In year two the practice agreed the following changes with the PRG:
1. To improve patient awareness of online services we published details of the SystmOnline service via newsletter, posters, slips with repeat prescriptions and monitor behind reception. The practice also produced a leaflet given to all patients registering for the service. A copy of the leaflet was also added to the practice website for easy download.
2. We increased the number of weekly pre-bookable appointments from 25% to 32%.
3. We improved the reception experience by moving repeat prescribing and the filing of medical paperwork to the back office, freeing up reception staff to offer a more personal meet & greet service to our patients.
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: continue to publicise the availability of online services in practice newsletters, the practice leaflet and practice notice board.
Priority 2: Appointments: the practice will look at the appointment system aiming to increase the number of online bookable morning appointments available every week
Priority 3: Pharmacy queuing: the practice will look at the waiting room layout and devise a better queuing system for the pharmacy, we will ask Rowlands pharmacy to help with this.
Priority 4: Practice news: the practice will look at producing a quarterly practice newsletter which will also be made available online
This is a short reference guide, for the full Local Patient Participation Report please download this file: PDF of Full report
We are seeking the opinion of a cross section of patients to help identify priority areas for practice development,
a patient reference group (PRG).
Would you willing to help? All contact is via email and will not form part of your medical record.
If you are interested in joining the PRG please click the link below to open the application form, please note your details will be safe as all applications are managed via our secure server: