Patient Participation DES
On the 9/2/12 Partners from Globe Town Surgery met with patients who had expressed an interest in helping shape our services for the future, a Patient Reference Group (PRG). We found the experience hugely positive and feel that we can move forwards with the information that we shared.
We at Globe Town had identified two areas from the MORI poll results that required prompt attention. Dr. Paul has carried out an educational session with the nursing staff with regards to ‘consultation models’ and will be following up with them in the next few weeks. He has also spoken to the reception staff with regards to carrying out a similar interactive educational event on ‘people management and conflict resolution’ and this is planned within the next month (April 2012).
Dr. Sami will be carrying out a ‘red flag’ update to insure that potentially serious clinical situations are more likely to be spotted at the reception desk and will again be followed up a month after the initial event.
Hopefully, these two interventions will allow a better quality of interaction between our staff and our patients with mutual understanding and empathy.
We are also looking at the management of phones in the reception area/ behind the front desk and Gwen Sawyer, our Practice Manager, is looking at the logistics in the small physical space that we have to work with. We have already advised the team that our target is to answer the phones within five rings whenever humanly possible. We have already allocated five members of the team to answer the phones (including the two at the front desk) and will try to re-arrange this configuration.
We have contacted the Information Technology department to arrange a meeting to discuss our needs as a surgery and to gauge progress with regards to new software. At the moment we are awaiting their response but will move forwards accordingly. We have just purchased access to our own website and this will be updated with the correct Practice Profile information within the next two weeks and in the near future will offer useful services and links.
May I reassure you that this is the start of the process of engagement and we will be posting updates to our services regularly.
The Globe Town Surgery