Progress on our 3 wishes project
Last October we asked patients ‘if you had 3 wishes to improve the care at the surgery what would you say?’
We received about 700 replies and have had several meetings with the Practice to see what changes could be made. The Practice team gave their full support to working with us on our ideas and much has been achieved.
Results
1. telephone appointment system frustrations -long waits on the phone and not enough doctor appointments.
This remains very challenging because as in all areas of the NHS the Practice is understaffed. Advertisements are sent out but there is a national shortage of doctors to work as G.P.’s. In the last months there have been some new appointments made that should help the situation.
The Practice introduced an online booking system for appointments in March 23 and we were able to ask patients how this was working for them. We had 80 replies over the next 3 weeks and we discussed these results with the Practice. We found half the patients had found it very helpful and half had problems. We repeated the survey in September and again discussed these results with the Practice.
Following the meeting the Practice completely changed the web pages explaining the process and made it much easier for patients to use. It seems as though approximately 50% of appointment bookings are now coming through the web site so some pressure has come off the phone system.
Many patients find the web system especially useful when using the ‘admin query’ button for help that does not need a doctor e.g a medication review/ a nurse assessment. There are many other options under this button that are explained on the appointments section of the web site. Requests here are replied to within the day.
We as patients can help by;
Trying to stay patient and polite - the staff are trying to help but because of high demand they are having to prioritise all calls to ensure any patient at risk of harm that day is made safe
Let’s remember that any call we make to government services these days does often have a half hour delay.
In many General Practices you are put in a long phone queue not knowing where you are- the Inspire system does keep you informed where you are in the queue.
We should use our pharmacists more. The Practice estimates that about 25% of appointment requests [ie ‘minor ailments’] could be managed by a pharmacist.
Many patients find that the NHS app is very easy to download and the best way to mange their repeat prescriptions. Also, if more people used the Medicines Order Line (MOL) system then the Practice would be less busy.
2. Patients miss having a relationship with a named doctor- they want more continuity of care.
The triage system has the doctor and admin person sitting in the same room receiving your messages. If you ask for the help of a particular doctor then they will always try and offer this. Sometimes this is not possible if the doctor you request is not available that day and the triage doctor feels you need an early response.
3. Patients would like to return to the system where they could book and cancel appointments online.
The doctors did like this system but because of the high demand for appointments then they feel the only way they can be sure that patients with an urgent need will be seen is to triage the calls. Patient safety has to remain their top priority and unless more resources are given to Practices then it is difficult to go back to the old system.
The latest news is that the Practice is expecting an update to its appointment booking software that will allow patients to book an appointment with their preferred doctor.
4. Patients do not like giving personal information to receptionists.
The doctors ask the receptionists to get certain information so they can prioritise calls or direct calls to to a more appropriate help area. Receptionists are bound by strict orders on confidentiality and also are not to look into patient’s notes except to perform a particular task.
5. Patients find the Avenue House reception desk too high
The Practice is frustrated that despite reassurances the builders have not returned to complete this work. It will continue to ask for this to be done.
6. Patients would like longer appointments and to sometimes be able to raise two issues
We understand the doctors are discussing the possibility of moving to 10 minute phone appointments and 15 minute face to face. This obviously gives more time for the consultations but less appointments in the day.
7. Patients [especially those with full working days] would like more evening and early morning appointments
On the web appointment page there is information on how to get these appointments through the ‘HUB’ arrangement that the Practice is signed up to. Saturday morning appointments are also available locally. These appointments are not always available at an Inspire Practice building but they are at local Practices and the clinician can access your clinical record.
These were the most common concerns from the survey. There are still others to be discussed but we are grateful that the Practice and its staff have been so willing to work with us on these matters.
We are grateful to patients who send in feedback and comments to the IPG email. It is this information that informs the discussions with the Practice.