Patient Survey Action Plan for Westwood Clinic
23rd July 2019
This paper provides a summary on the results and subsequent actions being taken following results of the patient survey 2019. As ever, the response rate for this survey was good for the Practice.
There were approximately 100+ patients’ questionnaires from a sample of 150 distributed, posted and emailed to patients for their feedback. The practice has tried all kinds of methods to make sure the agreed patient questionnaire is correctly filled out by patients to achieve a successful survey.
- Key messages from survey
Of the 100 patient respondents, an average of 72% said care overall was good, very good or excellent.
Expected Practice benchmark for June 2019 set out by the CCG & Westwood Clinic:
POOR - FAIR - GOOD - EXCELLENT
Max 5% Max 10% Min 35% Min 50%
RED YELLOW BLACK GREEN
The practice believes that the survey was a success, it was carried out to achieve maximum feedback. The Practice has created an email address for patients who could not attend the Surgery in order to receive their views on the provisions of Westwood Clinic provisions, Practice address: Capccg.email@example.com
After the assessments of this Survey the practice highlighted the areas that we need to improve. These areas were identified and discussed with the Partners and Practice Team, to set up an action plan so that the service can be improved in the future:
Ease of speaking to a doctor on the phone? Only 45% have said excellent
The practice will set up extra telephone appointments for patients wishing to discuss issues with their clinician. This telephone consultation service will provide easier access to GP. We will advertise this service in the practice and insert this information in the patient prescription notes.
To implement by : End August 2019
Rating of doctor giving you enough time. Only 48% have said excellent.
This particular issue was highlighted in the patient survey as doctors are not giving patients enough time. This issue has been discussed with the clinical team and the Practice Manager has urged the GPs to improve their consultation time approach. And being prepared to spend more time with patients that have complicated and ongoing health issues.
The practice is setting an in house patient feedback to report how long their consultation time lasted and also whether they are satisfied with their consultation time and outcome? Immediate action.
Waiting time at Surgery (% of score for those normally seen at their appointment time). 44% have said excellent.
Impression of waiting time at surgery. Only 34% have said excellent.
In this particular the Practice, 51% of patients have reported good service, but the practice is looking to improve the 44% that reported excellent. We are determined to improve the waiting times by re-constructing the way we provide appointments to patients. We have approached our medical system supplier and together we are working to create an alert on the system to make all our clinician aware of patient waiting times (more than 5mn). This application applies to patients with routine booked appointments. We believe once this option is in place, patients will be satisfied with the time of waiting to see their GP. It should be in place by end of Sept 2019
Overheard at reception 34%havesaid excellent.
In this indicator the Practice has highlighted the privacy element when patients approach the reception. Given the lay out of the reception area has made this issue very hard to improve in the past. However; the Practice will display a sign to all patients informing them to ask Reception if a private conversation with the Receptionist is needed when they visit the Practice. We will be discussing this option with all our staff and make them aware of offering the patient a private room to discuss their concerns.
To complete by end of Aug 2019
Helpfulness of receptionist. 46% have said excellent
The Practice achievement is acceptable, but the PM urged the practice staff to improve Reception and Administration service. The practice manager will set up additional customer/patient service training for all members of staff. Also the practice is setting up a weekly in house staff training to improve staff customer service skills.
Set up courses via Blue stream online Training. This will be offered to all
- Complete by end of Oct 2019
Ease of getting through on the phone 29% have said excellent
According to Patient feedback, there was concern with regards to how easy of getting through on the phone? The practice has not performed well. We looked into this and we audited all the daily calls in order to determine any difficulties that patients may have to get through on the phone. We teamed up with our telephone team suppliers; we discussed this matter thoroughly and wanted to improve patient access on the phone. The action we put forward is to increase the incoming lines to the practice as well as increase the number of staff answering the patient calls in the practice.
Timescale for the line: Sept 2019