KINGSFOLD MEDICAL CENTRE

ACTION PLAN RESULTING FROM PRACTICE SURVEY  FOR 2014/15

You said:	Our response:	
Appointments – can’t always get day/time required  	We have now produced a leaflet which advises patients of all the different options for booking appointments. This will be given out to patients attending the surgery, and published on the website and surgery screen	
Telephone calls to the surgery – sometimes asked for personal information, or not given enough information	We have now produced a poster advising of the best times to call the surgery, and why, on occasions, you may be asked for personal information. This will be on the surgery screen and on the website.
Receptionists have also undergone refresher training in call handling	
Waiting Room – music intrusive
	The radio has now been set at an acceptable level and to an ‘easy listening’ station. The waiting room has also been cleared of clutter, with important information now being shown on the surgery screen	

KINGSFOLD MEDICAL CENTRE

ACTION PLAN RESULTING FROM PRACTICE SURVEY  FOR 2013/14

The main issues highlighted by patients comments were the appointment booking 
system and blood clinics.

You said:	Our response:	
Have to ring at 8am and if fully booked have to ring again at 12noon	We have now allocated 4 afternoon appointments that can be booked from the morning telephone calls when the morning clinics are full.	
Should be able to book in advance	This facility is available but it appears some patients are still unaware. Reception staff have been reminded to offer this option to patients, and also to promote the availability of internet booking. This information is also on the Jayex board in the waiting room.	
More blood clinics
	Our blood clinic is staffed by the phlebotomy service and our allocation is 1 session per week.
This unfortunately cannot be increased.
We do book urgent blood tests with the practice nurse, where there is capacity.	

Update March 2015
•	Some afternoon appointments being offered to morning callers has been well received
•	There are a number of ways appointments can be booked and promoting this to our patients is continually ongoing
•	Phlebotomy service now hold  a community drop in clinic at St Marys Health Centre which has eased demand at the surgery