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 You said – we listened – we made changes

Dear Patient

 

We listen carefully to the feedback that we receive and we believed that the time had come to fundamentally review how our appointment system operates.

 

We;

  • Conducted research about the daily demand for appointments
  • Researched how other practices in Stockport manage demand
  • Consulted our Patient Reference Group and incorporated their suggestions

 

As a result of this, from 20th June 2016 we radically changed our service, in order to try and improve access and patient satisfaction.

 

Wesignificantly increased GP appointment availability by discontinuing the daily triage sessions meaning that there are now 100 additional appointments in the system in a normal week (Some weeks have to be adjusted for holidays and sickness) that will be available to book on-line or by telephone. Details of appointment availability are available in our Care Navigation Guide.

 

Our Nurse Practitioner Maria Turner offers “open” appointments Monday, Tuesday & Thursday for a number of specified conditions which we have published in a separate document. Patients will be directed to these slots which will free up GP appointments for more complex conditions.

 

We have employed a Practice Based Pharmacist for three sessions a week who can deal with administration around prescribing including any queries and liaising with Boots & Well pharmacies.

 

These measures were designed to; 

  • Improve access to book appointments and reduce waiting times
  • Support  Improved continuity of care with a particular Doctor
  • Provide new  five minute telephone appointments with the GP of your choice between certain times (subject to availability) and allow capacity for them to respond to your needs

 

In order to make these improvements  there are fewer  appointments available to book one and two weeks ahead – we will however make sure that there is a supply  of book ahead appointments that will release each day (subject to GP absences) for where you need to arrange around other commitments, this is in keeping with most GP practice appointment systems. This template shows the structure of a standard GP's day so you can see how this will operate.

 

Whilst we hope it will not be the case, if you are struggling to get an appropriate appointment please email marple.medicalpractice@nhs.net and we will do our utmost to assist you.

 

We are now close to our long awaited improvements to our centrally hosted telephone system. The improved system will incorporate announcements, menu selection and call queuing to avoid you getting the engaged tone during “rush hour”.

 

We hope that you will appreciate the efforts we continue to make to improve the service to you – we are all also users in our own right and appreciate how frustrating it can be!  As ever, - your feedback is most welcome.

 

Fraser Cherry

Practice Manager

Fraser.cherry@nhs.net

 

 

REFERENCE DOCUMENTS

Care Navigation Guide

Advanced Nurse Practitioner conditions List

Standard GP's day Template


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