Ilex View Medical Practice

ILEX VIEW MEDICAL PRACTICE “Promoting good health”

Rossendale Primary Health Care Centre 161 Bacup Road, Rawtenstall, Rossendale, Lancashire, BB4 7PL Tel: 01706 253550 Fax: 01706 219947 Practice Manager: Alaina Ibbotson [email protected]

ILEX VIEW MEDICAL PRACTICE

Patient Engagement Report 2014

Priorities

The patient participation group identified 3 main priorities for work over the next 12 months. These are:

1. Access 2. Booking of appointments 3. Speaking to a doctor or nurse

Practice Survey

We devised a practice survey with the questions set around the priority areas that the PPG felt were most important. This survey was given to 51 patients with 21 being returned. After collating the information the results enabled us to see that these areas are felt to be areas for improvement by the majority of patients asked.

We discussed the findings with the patient participation group and gave everyone an opportunity to comment on the findings. It was re assuring to see that overall all the patients asked and the members of the patient participation group are happy with the practice and care they receive however there are key areas for improvement. The agreed areas for improvement in order of importance are:

1. Telephone – call queuing 2. Telephone consultations with a nurse

Action Plan

The way in which we intend to tackle the areas for improvement are: 1. Telephone system – look at the possibility of a call queuing system that lets patients know where about in the queue they are. We will look into this and the feasibility and then if possible implement it by December 2014 2. Telephone nurse appointments – we will look into the possibility of having a nurse available for telephone calls for a period of time a day. This will allow patients to ring up and speak with a nurse during the specified time. We will look to implement this within 6 months and evaluate after 3 months.

The action plan should take 9 months to implement and then I will evaluate its effectiveness and feedback to the Patient Participation Group.

Thank you for everyone’s input into this year’s action plan.

Alaina Ibbotson Practice Manager