Results of patient reference



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RESULTS OF PATIENT REFERENCE

GROUP SURVEY 2012

In September 2011 a discussion took place with Patient Group with regard to the possibility of setting up a Patient Reference virtual Group i.e. to contact either by telephone or e-mail (patients’ preference). This would be to discuss any improvements that could be made within the Practice and to gain their opinion with regard to these.

In September 2011 the Practice gathered together 100 patients who were happy to become part of the Patient Reference Group. To recruit members to this group, contact was made either by telephone or in person at the surgery. A poster was displayed to encourage patients to become a ‘voice’ within the Practice. The Practice made sure that this group was representative of its Practice population by directly contacting patients who fall into categories not represented.

Following a Practice survey carried out in July 2011 it was noted that access was an issue that needed addressing.

The following is a breakdown of the age, ethnicity and sex of our members:

The Practice and Patient Participation Group felt that the following information would be beneficial to the Practice with regard to changes:



1.REPEAT PRESCRIPTIONS

The Practice does not currently take prescription orders over the telephone, due to security and confidentiality issues. We do now have the facility for patients to order repeat prescriptions on our website - www.cliffhousemedicalpractice.co.uk.

We are attempting to reduce the number of patients still attempting to order their prescription over the telephone, and feel that this would free up our telephone lines for any patients ringing the Practice with urgent requests for appointments etc. Thus improving access to the surgery.

2.PATIENTS NOT ATTENDING APPOINTMENTS

In a further attempt to try and improve access to the Practice, and to reduce the number of appointments not attended by patients, the Practice is considering a SMS Text Reminder Service (with prior consent from the patient) to remind patients of their forthcoming appointment. This will hopefully improve access/availability of appointments for patients.

In January/February 2012 we contacted the members of our group asking them the following questions.


  1. REPEAT PRESCRIPTIONS

The Practice does not currently take prescription orders over the telephone, due to security and confidentiality issues. We do now have the facility to order your repeat prescriptions on our website - www.cliffhousemedicalpractice.co.uk.

We are attempting to reduce the number of patients still attempting to order their prescription over the telephone, and feel that this would free up our telephone lines for any patients ringing the Practice with urgent requests for appointments etc.



  1. Are you aware of this online service? Y/N

……………………………………………………….

  1. Do you currently or would you consider using this service? Y/N

……………………………………………………………………………………………….

  1. PATIENTS NOT ATTENDING APPOINTMENTS

In an attempt to try and improve access to the Practice, and to reduce the number of appointments not attended by patients, the Practice is considering a SMS Text Reminder Service (with prior consent from the patient) to remind patients of their forthcoming appointment. This will hopefully improve access/availability of appointments for patients.

  1. Do you think this is a useful addition to our service? Y/N

………………………………………………………………………………..

  1. Would you use this service, if available? Y/N

……………………………………………………………..

The Practice then made contact with our members advising them of the outcome and that, subject to their agreement an action plan has been drawn up stating that we would be further advertising our website and repeat prescription ordering. Also we would be implementing the SMS text messaging service for appointment reminders. This would be advertised within the Practice, on the website and on prescription counterfoils.

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