Action Plan 2013:
Our main focus this year will revolve around a major update of our medical system. This should
then facilitate more online functionality for the future. In light of the popularity of telephone
consultation option we will look to expand this. We are currently not planning to book beyond
appointments more than 4 weeks ahead at present as we find the DNA rate increases. The
following are the major points of this years plan:
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Local Patient Participation Report for The Dow Surgery 2013
Our current PRG continues to represent our Practice Population containing 7 women and 6 men. We
have tried to get representation from as many ethnic groups as feasible. We currently have British,
South East Asian, Eastern and Western European representation. We have a small number of Oriental
patients but were unable to recruit any of these.
We continue to look broadly at the make up of our current Practice Population and identify the likely
ethnic groupings. We advertise on our website for recruits and also within the waiting room with flyers
and posters. We also approach likely people directly opportunistically within consultations.
We canvas their views as to what to include in our local practice survey via an e-mail forum. All patients
on the group are given the opportunity to suggest priority areas to survey on a number of occasions.
From these replies we formulate an on-line local practice survey via "Survey Monkey". The link to this
was sent out to all patients whose e-mail address we had recorded and also a link is put on the
Practice website. Paper copies are printed and distributed within the waiting room to canvas opinions of
those within the surgery. Once sufficient replies have been obtained the report is analysed and a
summary of the main findings formulated. We discuss these at a practice meeting to develop an action
plan for the practice.
The summary and action plan are distributed to all patients on the PRG for consultation and comments
From the action plan 2012 we have begun to implement changes to the structure and processes to
improve the workings and confidentiality in reception. We plan to review the impact of these and then
further changes will be planned this year. We have had a number of structured staff training sessions
this last year which have been well received. A new website has been developed along with a new
online prescriptions form. Online booking is still not available.
Our current list size is just over 11,000 patients and we had 122 replies. The findings of the survey this
year were as follows:
Our current core hours of opening are 8.30 – 6.30 Monday to Friday.
Access to all our services are via the practice telephone as detailed
or in person at the surgery during these hours.
We run some extended hours surgeries through the week with
surgeries operating between 7 am and 8am, 6.30pm – 9pm and
Saturday mornings once a month. The days these are provided
varies and details can be obtained from the surgery.eddit
•Over 90% have access to the internet 65% using regularly.
•Just over 50% had accessed the website
•48% had used online prescriptions and a further 38% would consider using in the
•75% would be interested in on-line booking of appointments
•63% of respondents would like to be able to book more than 4 weeks ahead.
•76% would be interested in a telephone consultation option with the doctor.
•88% are happy with the waiting room facilities
•92% of people were happy overall with prescriptions ordering with 65% very happy.
•86% of people were happy with the receptionists of which 51% very happy.DoWilliam
The Dow Surgery
• Implement telephone consultation options for all doctors September 2013
• Migrate from the current synergy medical system to EMIS web End June 2013
• Expand and develop the use of online prescription requests September 2013
• Look to set up functionality for online appointments March 2014
• Review the impact of the current changes in reception September 2013
• Implement further changes to the reception area with the possibility of structural changes
particularly at the front desk area and waiting room December 2013