Mapperley Park Medical Centre Open Access Family GP Practice

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Stage 5

18. How did you consult with the PRG about the action plan?

All present understood that the meetings would result in an action plan after generating a survey to assess an area of need, and there was unanimous agreement about the outcome, in terms of better communication in literature and online with minority groups to help avoid unnecessary A+E attendances, and to ask patients to keep their phones on so that I can more easily return their calls.

Action Plan Progress Date Completed
Produce newsletter twice a year in August and February

 

 

Produce leaflet and website in a number of languages by 12m

 

 

Instruct staff to ask patients to keep their phones on (done)

 

 

Record time of returning calls to improve responsiveness (audit 3 monthly)

 

 

Review results of GPAQ survey next year (November 2012, November 2013)

 

 

 

Consulting on the Action plan with the PRG and seeking PCT agreement where necessary. Payment Component 5

19. Please give a brief summary of priorities and proposals agreed with the PRG arising out of the practice survey:

From the Survey:

To ask patients to keep their phones on so that I can more easily return their calls.
To pay more prompt attention to requests for telephone advice from patients
Not to have a formalized time during which patients can ring me in turn (too inflexible)

From our first meeting:

To have the practice leaflet and website in a number of languages

To produce a practice newsletter twice a year – they really enjoyed the ones I did last year

Consulting on the Action plan with the PRG and seeking PCT agreement where necessary. Payment Component 5

20. Were there any issues that could not be addressed? - if so please explain

There were none.

Consulting on the Action plan with the PRG and seeking PCT agreement where necessary. Payment Component 5

21. Has the PRG agree implementation of changes and has the PCT been informed (where necessary)

 Yes the PRG is fully in agreement with the changes proposed.

Consulting on the Action plan with the PRG and seeking PCT agreement where necessary. Payment Component 5

 

Stage 6

22. Please describe how this report has been publicized/circulated to your patients and the PRG

The report has been published on the internet and is available in hard copy at the practice if needed.  A copy is in the waiting room.

Additional statement to support report publication. Payment component 6

23. Additional Information: Opening times.

Confirm Practice opening hours - explain how patients can access services during core hours?

 Monday            8.30 -1.00                        2.00 – 6.30
Tuesday           8.30 – 1.00                      2.00 – 6.30
Wednesday     8.30- -1/00                       2.00 – 6.30
Thursday         8.30 – 1.00                      Closed
Friday              8.30 – 1.00                      2.00-6.30

We have open access to the doctor between 8.30 and 11.15 each morning, and by appointment in evening surgery.  Telephone for appointments, come in person for open access.  If it is for someone over 80 or under 3, you can ring us for advice when to come down in the morning.  This is to avoid very long waits for less easily transported people.  I agree that some 82 year olds are more mobile than some 78 year olds, but we have considered open access by phone for all and we think the practice would become a race to the phone which does not seem right either.  If you got through by 8.45 you would find all the time for today taken up by speedier callers, as happens in most practices.

Additional statement to support report publication. Payment component 6

24. Where the practice offers extended opening hours please confirm the times that patients can see individual health care professionals?

This practice does not offer extended open hours. 

Additional statement to support report publication. Payment component 6

 

Number of PRG meetings which have taken place since 1st April 2011: 2

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