Update on Patient Questionnaire
Waiting Room TV
CR updated the group on the results from our patient questionnaire.
The majority were in support of the use of a TV to show specific items around our locality and Chrissy has spoken to other mums who attend various groups for further information. 98 patients responded to the question in favour and Chrissy will check if there is also facility for support for the more elderly spectrum available via the same providers (Childrens Centre etc)
Partners have agreed to fund the new TV, as it has not been possible to identify who ‘owns’ the current, non functioning, TV.
Chrissy and Derek discussed the options, as The Childrens Centre has their TV more as a monitor, attached to a computer. Derek will pilot options using a flashdrive to run a powerpoint presentation on a similar TV and report back.
The group discussed the feedback from patients around our telephone system. 91 patients supported the change in the Telephone System; this was despite worries around increased costs if patients are waiting in a queue to be answered. Stuart felt that, as a smaller Practice, the facility to ‘opt’ for different extensions was unhelpful and this had been reflected in the patient comments. The Practice had chosen the ‘middle ground’ and the new system, whilst having a ‘queue’ facility, will not give a message of ‘waiting in a queue’, for which the patient would be charged, but the phone would either ring until answered by a staff member or give an ‘engaged’ tone if there was no-one available to answer the call, therefore the cost to the patient for the call would be no different that under the previous system, however there would be more capacity for the phone to be answered by staff, giving less occurrences of ‘engaged’ tone.
Colette discussed that this was a main concern in our previous GPAQ questionnaires; the group felt that perhaps the cohort chosen in previous years had not been representative enough as, with a queuing system and specific keys to be pressed for specific extensions etc, the conclusion was that we would have over complicated what should be a simple task achievable for any age of patient; which is to be able to contact their GP when needed.
Laboratory / XRay Results
Coletteexplained to the group that the current system used to handle patient laboratory and x-ray test results was neither logical nor readily accessible to the majority of patients.
Due to confidentiality issues, the Practice is unable to leave answer phone messages unless we have specific permission recorded; which is rare.
The proposal made on our Patient Questionnaire was for us to move