Patient Reference Group Action Plan

Transcription

1 Start Gather information on DNA's: Local Trends Breakdown of ages Be able to cancel appointments on-line Investigate whether the NHS has suggested solutions to the DNA problem. Patient Reference Group Action Plan Investigate via front desk and collate results to be discussed Richard Complete Investigate options for this to happen via the internet Richard Complete Interrogate NHS WebPages to find information and collate Richard Complete Add Questionnaire to DNA Produce letter to be warning letter currently sent included Richard Closed Results presented to PRG. 75% of DNA's in age group, 30% of which are % of DNA's were booked a week+ in advance, the majority are AM This is available for any patients wishing to cancel an appointment 24+ hours in advance via the surgery webpage Results presented to PRG. Of the changes made those relevant to Practice management include confirming appointments by phone and text message It was agreed that this action should be closed and not taken forward as would be better to include a letter offering SMS sign-up Establish Patients feelings re SMS text message reminders Make notice boards easier to read Survey needed: Devise Survey, Involve patients to complete, collate results, present to PRG Richard Complete Separate general information from Surgery updates Michelle Complete Survey actions completed. Results presented to PRG. It was agreed to move forward with SMS reminder as a result. Information separated and 'old' information removed

2 Start Address dispensary issues with Lloyds Patient Reference Group Action Plan Continued Discuss issues with Lloyds manager Richard/ Michelle Complete Stop parking from delivery services in disabled spaces Speak to delivery Drivers Richard Complete Review Discussed with Manager, they were two team members short and have been given go ahead to employ. Monitor for improvements Review Richard has addressed this with the majority of delivery drivers however it was agreed to keep the action open to ensure resolved. Review Ongoing issues Richard agreed to speak to Lloyds again. Review : Improvements have been seen action to be closed. Produce news letter Richard to work with Barbara (PRG) to produce an up to date news letter Richard Complete Review it was agreed that this will be looked at following appointment of a new doctor. Richard to contact Barbara to arrange. Review Barbara fisher to produce a draft copy will be available shortly.review: First issue has been produced and will continue on a quarterly basis. Action to be completed

3 Training Set up SMS reminder service Patients to Opt-in to SMS Contact Front desk to make arrangements for system to be added on Richard Complete Service Launched May 2012 Arrange any necessary training for staff members Richard Complete All training completed May 2012 Set up an on screen reminder for staff members to ask if patients want to Opt-in Dawn / All Complete Set up May 2012 Patient Reference Group Action Plan Continued Start Advertise SMS option to patients Arrange posters in reception and invites on the web page Richard/ Michelle Complete This has been done. In addition there are sign-up forms on reception and the online PRG group have been ed with an update and asking if they wish to sign up. Review of sign-up numbers to be complete Sept 12. Review : 467 patients have signed up, the PRG agreed all patients with mobile numbers would be put into the reminder service with the option to opt-out. This will be reviewed through the survey.

4 Measure patient satisfaction with sms service Survey to be completed Michelle Q Complete Offer Advice centres. Engage nurses/specialists to host an advice centre in the practice for various conditions Richard Complete It was agreed with the PRG that this will form part of the patient survey. Survey completed in November Richard has investigated this but has been unable to engage any specialists at this time. Steffi provided the name of a contact that may be able to assist Review : Barbara Hammond Diabetes Nurse Specialist to attend the December meeting to discuss advice centres Patient Survey forms Copies of the new patient survey forms were given to the PRG to look through. These will be discussed at the September meeting. Richard Complete It was agreed that the survey should run as is with a minor change to the last paragraph. In addition to the practice survey an additional sheet will be added asking questions around the Newsletter, Posters, the Notice board, Leaflets, use of the website and SMS reminders. Survey to take place November PRG group While a full represtation of our patients are involved in the PRG the majority are through the virtual group. It was agreed that we should try to get others involved in the face to face meetings. Richard Complete Two new members attended the September meeting.

5 Review Review survey results All Complete Results were reviewed in the December meeting and actions for next year agreed