THE NORTHWICK SURGERY
Action Plan Resulting From Patient Survey 2012/13
Aims – To improve patient care by
 Providing a quality service to all patients both clinically and non clinically
 Keeping patients up to date with current issues affecting patient care
1a
1b
 All Actions to be reviewed by patient group representatives on a monthly basis with practice manager.
 Practice Business Manager to provide a written update report 1 week before the full Patient Group meeting
 Action Plan to form the agenda at full Patient Group meeting
 Patient Group Representative to be invited for the relevant slot at the Business meetings where this is discussed
Objective
Comments
Actions
Date By
To provide an
Telephone system already in place but  Review of telephone guidance to be
30/6/12
appointment
better guidance required as to how to
undertaken:
system fit for
use
Actioned Aug 2012
purpose
 Quotes for cards with information on to be Ongoing
sought:
Too expensive, on hold for now, Instead,
leaflets providing same information in
display dispensers in the reception
Internet booking now up and running,
 To review how to obtain further interest in 30/6/12
Only 600 registered at present
internet booking
Ongoing – through advertisement in the
Practice and word of mouth, No of
patients registered for this service has
Ongoing
increased to 1500 plus
 To liaise with supplier to iron out ‘bugs’
Done
1c
The surgery feels that early morning
personal visits into the surgery have
Action Plan 2011 - 12
 To review again in 3 months
30/4/12
Owner
BK/LM
ALL
SH/BK
Practice
Management
BK/AC
Page 1 of 9
Objective
1d
1e
2a
To provide
doctors with the
time and
sensitivity to deal
with patients
Comments
now stopped.
This was initiated by the Practice in
January 12 to improve the appointment
system and give equity to all patients.
Actions
Reception staff have the discretion to
book appointments for the elderly
(over 65 yr olds) at the desk
 To review the impact in 3 months time
This system is working well. There
haven’t been any formal complaints. The
new appointment system has also helped in
offering same day, pre bookable and
follow up appointments.
Date By
Owner
No further
action
required but
to keep
monitoring
30/6/12
ALL
31/5/13
All
No further
action
required but
to keep
monitoring
ALL
30/4/12
DRS/AC
Ongoing
DOCTORS
Practice
Management
This system is working well.
Report comments cover mostly issues
 To review all comments with full Patient
that may have already been covered by
Group to ensure all covered by action plan
new Internet and Telephone systems
and procedures
Practice report for 2012/13 was emailed
to all members of the virtual group on 9th
January. Few positive comments have
been received. Invitation to have a
meeting to discuss this report was sent.
Due to lack of response the three
members who had shown an interest to
come for the meeting later declined.
The feedback appears to identify that  To discuss at the business meeting with
the majority of doctors do not show
both doctors and nurses how this can be
patience, understanding and in some
improved
cases interest in the patient.
 Request the doctors to feedback how they
think this can be improved
Both issues discussed at the Practice
Business meetings and the away day.
Patients coming with multiple problems is a
Action 81894097
Page 2 of 9
3a
Objective
Comments
To ensure that all
practice staff are
able to
communicate with
the patients in a
firm but sensitive
way
The feedback is very critical of the
reception staff but a) always will be
and b) all surgeries are the same.
However this surgery should not allow
rudeness or insensitivity. There are
also many good practices amongst the
reception staff which go unrecorded.
PCT holds the budget for training in
Practices and has frozen it since 2010.
Actions
big hurdle. Leaflets designed by the
previous Chair of the Patient group to be
circulated widely and added to the
Practice Newsletter to educate patients
on how to make the best use of their
appointments.
 To undertake a review at the next staff
meeting and identify ways forward.
Discussed in monthly meetings. Main
problem identified is lack of appointments.
Under the new appointment system, there
are less problems and the comments in the
latest report highlight this point.
However, the importance of being polite
and considerate is highlighted.
Date By
Owner
30/4/12
Ongoing
ALL
30/6/12
No further
action
required but
BK/LM
 To review current training plans and put
together a revised or more up to date
training schedule for staff in the front
line
4a
To provide a
surgery timetable
that is fit for
purpose
Action 81894097
Training plans have been identified for all
staff after the appraisals. Issues
highlighted have been discussed and will
be implemented if any training is provided
by the PCT.
Patients are now advised that only two  To review how this can be publicised to the
problems can be assessed under the
patients
10 minute time allowed. Further
appointments to be made as
There are leaflets and posters in the
Practice
Page 3 of 9
Objective
4b
Comments
appropriate
Actions
waiting areas giving advice on how to make
the most out of an appointment,
Date By
to keep
monitoring
Owner
Manager
Doctors also struggle with this as feel
that as the patient here they may as
well cover everything resulting in
overrunning appointments
 To be discussed with doctors/nursing
staff at next business meeting
 Suggestions to be sought from these staff
as to how this can be improved
30/6/12
Drs/BK
Drs to try not to over run their surgeries
by dealing with problems that are urgent
and asking patients to book another
appointment for problems that can wait.
.
Ongoing
DOCTORS
Ongoing
Receptionists
31/5/12
All
No further
action
ALL
 To review current ways of communicating
long waiting times (define ‘long’? +10/20
minutes etc.)
Receptionist to keep an eye on Drs
surgeries and inform patients in all the
waiting areas if Drs running late.
Reception managers to add this info on
the LED display.
4c
Need to consider emergency
appointments
 To review to see if these need to be
exempt from 10 minute rule and how this
can be communicated both internally and
externally
The new appointment system implemented
Action 81894097
Page 4 of 9
Objective
4d
5a
To provide a
surgery
environment that
is fit for purpose
(Building)
5b
Comments
Actions
in August offers emergency appointments.
This information is on the website, in
waiting areas and leaflets are in the
dispensers for patients to take with them.
Date By
required but
to keep
monitoring
Owner
Longer hours/More doctors – whilst
nice idea not financially viable at
present
 To discuss at next business meeting
30/4/12
Drs/BK
No further
action
required but
to keep
monitoring
Practice
Partners
MN/BP/SH/L
M
Four out of the six DRs are working full
time, therefore no scope of increasing
hours. The two salaried Drs work the
equivalent of a full time Dr. Therefore,
the ratio of the number of Drs per
patient is adequate to meet the demand
and supply chain.
It is not financially viable to employ
another doctor either.
There has been a lot of work
undertaken by the practice staff to
tidy up the magazines and notice
boards.
 Practice and Patient Group representative
to undertake a review by end of April
30/4/12
Done every week. A nominated
receptionist is responsible for ensuring
magazines and notice boards are kept tidy
and up to date.
Quotes have been obtained to replace
surgery chairs (some) with arms to
assist the elderly and infirm, however
purchase is not viable at present
 Details to be reviewed with practice staff
and patient group representative.
 Can Patient Group help to raise funds?
 Identify any grants that can be applied for
No further
action
required but
to keep
monitoring
30/4/12
These chairs have been purchased and are
Action 81894097
No further
action
required but
to keep
Reception
Managers
BK/AC/LM
ALL
Page 5 of 9
Objective
5c
Comments
Makeover of the waiting area would
make a difference.
Actions
in all three waiting areas as well as in all
clinical rooms.
 Review with patient group representatives
 Quote to be obtained
Not financially viable at the moment.
5d
Setting out of surgery does not help
infirm, elderly and mothers due to
some surgeries being located upstairs
and no lift
5e
Patient confidentiality at reception
Action 81894097
 Practice to review with doctors whether a
revised plan of located rooms needs to be
undertaken.
 Identify what needs to be on the ground
floor
Due to the make up of the building, this
is not possible. Patients are informed via
web site, led display, posters and
receptionists to inform receptionist if
they have a problem going upstairs. The
receptionist will liaise with the Dr to see
the patient downstairs or book an
appointment with one of the Drs who have
their consulting room downstairs.
Date By
monitoring
Owner
30/4/12
BK/AC/LM
No action
required
30/6/12
No further
action
required but
to keep
monitoring
Drs/BK/AC
Reception
Managers
 To be included in an overall review of the
practice facilities and whether any
changes should be made to layout
30/6/12
All
Receptionists to be more aware and
sensitive when speaking to patients
ensuring they do not breach patient
Ongoing
Reception
Managers
Page 6 of 9
6a
Objective
Comments
To review
suggestions by
patients and
identify items to
go forward
Annual check up reminder
New guidelines received by practice
will cover this as anyone aged between
40 and 70 to be contacted by the
surgery for an MOT basically. This
will have an impact on surgery
appointments which will need to be
managed
6b
Allocation of same doctor to all
members of the same family
6c
Faster production of referral letters.
This practice has a faster referral
rate than others in the area and the
guidelines
Can’t be done any better as most of it
is already done on the day.
6d
Seats Outside
Action 81894097
Actions
confidentiality. If possible to discuss
sensitive issues away from the reception
possibly in one of the clinical rooms if
available.
 Practice to review guidelines
 Identify areas where full patient group
could assist
Date By
Owner
30/6/12
Practice
A recall is sent to all patients in this
category and are given double
appointments with the nurses.
Ongoing
Practice
Staff
 To be reviewed by practice whilst
considering whether this is what family
wants
31/5/12
All
Not always possible as some patients are
happy to be seen by any Doctor. This
question to be asked when new patients
register and also when registered patients
phone to book an appointment.
Discuss at Patient Group meeting 16/5/12
but suggest closure
No further
action
required but
to keep
monitoring
31/5/12
Practice
Staff
Current system is efficient and working
very well.
No further
action
required but
to keep
monitoring
31/5/12
Doctors
 To be reviewed again to see if there is any
All
All
Page 7 of 9
Objective
6e
Comments
This has already been reviewed by the
practice and found not to be viable
Actions
mileage in this
Mens magazines in waiting areas
Practice does not buy these, they are
donated
 A review to be undertaken to identify any
suggestions as to how this can be taken
forward, if at all
Not possible at the moment but can be
reviewed in the future.
No suggestions have been offered.
6f
7a
8a
Next survey plan
Communication of
outcomes
Action 81894097
Natural healing – e.g.: Aromatherapy,
 To consider communication of aside
holistic
The surgery does not have this in
Not viable at the moment. Will review in
place at present
the future.
Doesn’t fall under NHS GP services
Practice will provide details if
requested by a patient
A timetable to be put together now to  Practice and Patient Group
allow sufficient time for these actions
Representatives to meet to discuss way
to be put in place but also to ensure
forward
there is a more reasonable timescale
 Full Patient Group to agree timetable
for the next survey
Old group disbanded and new virtual group
set up in 2012 – 13. Feedback has only
been received by few members of the
virtual group re this, will endeavour to get
them more involved next year.
There are both good and bad
 Review with the patient group
comments within the report and there
representative to identify parts of report
Date By
No further
action
required but
to keep
monitoring
30/6/12
Owner
Practice
Partners
No further
action
required but
to keep
monitoring
30/6/12
Patient
Group
No further
action
required but
to keep
monitoring
31/5/12
Practice
Partners
Actioned
ALL
30/6/12
BK/AC
Patient Group
Practice
All
Page 8 of 9
Objective
Comments
will also be some good work
undertaken from the report. All
should be communicated to staff and
patients
Actions
to communicate e.g. positive comments and
to highlight the work that will be taken
forward
Date By
Owner
Communication of outcomes discussed in
the Practice in meetings and away day.
Need the virtual group to communicate
more with the Practice in the coming
year.
Actioned
Practice
Management
All comments in BLUE were agreed with the PRG prior to conducting the survey for 2013/14. Pending issues were in
the questionnaires used in prioritising issues/actions for 2013/14.
Action 81894097
Page 9 of 9