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Thursday 25 th July 5.30pm Dr Murphy GP Mr Chris Watson Practice Manager

Waterloo Medical Group Patient Reference Group. Thursday 25 th July 5.30pm Dr Murphy GP Mr Chris Watson Practice Manager. Agenda. Welcome & introductions What’s new & planned at Waterloo Medical Group Patient Survey Questionnaire 2013 Your issues / concerns ? PRG frequency of meetings.

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Thursday 25 th July 5.30pm Dr Murphy GP Mr Chris Watson Practice Manager

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  1. Waterloo Medical Group Patient Reference Group Thursday 25th July 5.30pm Dr Murphy GP Mr Chris Watson Practice Manager

  2. Agenda • Welcome & introductions • What’s new & planned at Waterloo Medical Group • Patient Survey Questionnaire 2013 • Your issues / concerns ? • PRG frequency of meetings

  3. Welcome • Existing members • New member – Myra Turner • New GP Lead • New Practice Manager

  4. What’s new ? • Blyth Premises redecorated • New Practice Manager • New telephone system Sept • New IT system planned for April 2014 • Registrar – Dr Sibiha Umargee joining in Aug for 6 months • Dr Kimmitt retiring • Dr Welsh emigrating to New Zealand

  5. Why bother with the survey • We want patients to be involved in decisions about the range of services we provide • We want patients to tell us about the quality of services we provide

  6. So what are we going to do? • Agree priority areas with PRG • Perform survey in practice asking views on these areas • Discuss the results with PRG • Action plan • Publicise actions • Re-do survey next year

  7. How can we decide priority areas? • Look at complaints • Look at previous survey area’s • Discuss with PRG

  8. Historic Complaints What could we ask in survey? Are there grounds for these complaints? • Difficulty getting appt • Difficulty getting through by telephone • Poor attitude of GP • Poor attitude of staff • Travel vaccine service satisfaction

  9. Complaints where survey not appropriate for these issues • Cervical screening complaint about national programme • Error in letter from hospital • GP refusing to do letter for patient when information would have been false • Nurse failing to obtain blood sample

  10. What have previous surveys said? • Scored highly for GPs attitudes/care/concern • Hard to get through on telephone • Poor access for GP telephone advice • Waiting times for GP (urgent easier than routine)

  11. Previous changes to address survey results? • Altered appointment system; ongoing* • Always a balance between urgent and routine slots • New telephone system • Internet booking appointments and prescriptions ordering*

  12. What are the important issues to YOU on which we should consult patients?

  13. PRG Concerns or Questions ?

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