Little London Surgery
Discussion of Local Survey Findings and Action Plan
Thursday 20th March 2014

Patient Reference Group (PRG) Members Present:

Mr J Pagett (Chairman)
Mrs S Dixon (Secretary)
Mr M Newport
Mr D Gutteridge
Mr T Sharp
Mr P Harris
Mrs D McLean
Mrs D Mason
Ms B Holder
Mrs A Stanton

Practice Staff Present:

Dr A Benjamin (Partner)
Mrs L Paul (Practice Manager)
Sister L Bonner (Treatment Room Manager)
Sister K Cash (Treatment Room Manager)
Mrs R Johnson (Deputy Manager)
Ms G Tapper (Secretary)
Mrs K Rhodes (Reception Supervisor)
Mrs L Stevens (Receptionist)
Mrs S Simkiss (Receptionist)

Please state your key findings from this local survey – look at the report as a whole to include written patient comments in order to obtain a complete picture of performance.

Year on year we have maintained to within 1% our performance levels.  Again, year on year we have improved performance on the lowest percentages from last year compared to the National Average.

Which responses were most positive?

About the Staff:

•	Reception staff scored well.
•	Respect for privacy and confidentiality

Which responses were least positive?

About the Practice:

•	Telephone access 
•	See Practitioner of choice
•	Speak to Practitioner on the telephone

In which areas did you deviate most from the National benchmark, can you explain why this might be?

•	Speak to Practitioner on the telephone.

•	We do not have an explanation why this might be as the practice has a system in place for patients to request to speak to Practitioner on the telephone.

What are the main priorities identified by the PRG?

•	A continuing focus on improving important priorities e.g. access to appointments and doctors.

•	Change/reduce the number of questions in the survey making it more practice specific.

What are the main priorities identified by practice staff?

•	Improving patient access

•	Improving patient self-care for self-limiting illnesses.

Discussion of previous local survey findings in relation to the current ones (if applicable)

What activities have you undertaken to address issues raised by your last survey which were deem priority by your PRG and practice staff?

Patient Experience Issue
	What has been done to address this?

Telephones
	
New automated telephone line system implemented May 2013

Do the results of this survey reflect these activities?

Yes, we have improved on our lowest performing area compared to the National average.

Recent CQC inspection received positive patient feedback that patients preferred to be in a queuing system rather than an engaged tone.  This was echoed at the PRG meeting.

In which areas have you seen most change?

Last survey
	
This Survey

Telephone Access
	
Telephone Access	
	
Speak to Practitioner of choice

Waiting times

See Practitioner of choice

Little London Surgery – Patient Reference Group

Action Plan 2014/2015

Which areas did you mutually agree as priorities for action and intervention?

Please complete the table below

Priority for action
	Proposed changes
	Who needs to be involved?
	What is an achievable time frame?
	
Change appointment system	New system	The whole practice team	6 months	
Change prescription system	New system - Electronic Prescribing System 	Clinical IT Lead and team leaders	6 months	
Analysis and assess frequent attenders	Under review	Under review	Under review	
To review patient questionnaire	To make it more practice specific	PRG/GP/relevant team members	12 months