Churchfields Medical Practice
Promoting Health for You and Your Family
The following action plan sets out key ways the practice can improve over the coming year, based on the views of our patients. Patient
feedback was gathered through a survey conducted between 21 November 2013 and 31 December 2013. The direct answers to questions,
and the comments and suggestions provided by patients, prompted these action points. Despite promoting the survey in the newsletter, on
the practice website, on SystmOnline, in the practice and sending out text messages asking for feedback, the response rate was very low.
Area to improve (as identified by
the patient reference group)
What we can do
When
(deadline
for
findings)
July 2014
Appointment booking through
Patient Partner – the results
indicate that the majority of
respondents like having the option
to use Patient Partner. Patients are
more satisfied with using the service
to check or cancel appointments
than for booking appointments

Liaise with the system provider to
find ways to improve the offering to
patients. Recent upgrades to the
system suggest that there are
benefits for patients that we are not
making best use of.
Continuity of care (GP) – the
results indicate that patients feel
continuity of care is important, but
not as important as a quick
response to an urgent care need, or
an appointment at a time and date
to suit patients for routine issues.

Appointment availability (GP) –

May 2014
Promote the triage system so that
more patients are aware that they will
receive a response on the same day,
usually within 2 hours, for urgent care
needs.
April 2014
Promote the extended hours the
practice opens, as many patients are
unaware of these.
When reviewing staffing, continue to Ongoing
Version 4 – 2 March 2015

Progress
Meeting held 6/5/14 – changes agreed
with telecomms support team to improve
patient experience. Will give 2 months to
bed down these changes and assess
before deciding on next steps.
Assessment October, changes seem to
have improved telephone access
(anecdotally – far fewer grumbles from
patients about reception not answering
phones.)
Promoted on website and SystmOnline
May 2014.
In newsletter Nov 2014.
Promoted on website and SystmOnline
May 2014.
the results indicate that patients
want to be seen within 2-3 days, but
preferably on the same day, for
urgent care needs, and within 1
week for routine issues. There is
some demand for routine
appointments up to 2 weeks in
advance for ongoing routine issues.
Continuity of care (nurse) – the
results here are similar to that for
GP appointments, with continuity of
care being secondary to a suitable
time & date for routine issues, and
both quick response and suitable
time & date being more important for
urgent care needs.
Appointment availability (nurse) –
again, the results are similar to the
GP results. The results indicate that
patients wish to be seen within 2-3
days, but preferably on the same
day, for urgent care needs and
within 1 week for routine issues.
There is also some demand for
routine appointments up to 2 weeks
in advance for routine issues.
Practice to patient
communication – one third of the
respondents indicated that a
Version 4 – 2 March 2015

look at the availability of
appointments throughout the week.
The partners are meeting in February
Feb 2014
and then again in July to discuss
and July
appropriate resourcing to optimise
2014
access for patients and this survey
will provide valuable patient
perspective.
Tuesday morning early session added,
additional nurse and HCA availability
added for Saturday mornings.
GP recruitment has been an ongoing
challenge. Additional Nurse Practitioner
recruited to free up GP availability.
Participation in audit of access offered by
CCG in October, with recommendations to
be implemented after discussion and
reporting. Advertising again for a GP in
Feb 2015.

These results will form part of the
discussion at the resourcing
meetings in February and July.
Feb 2014
and July
2014
Additional practice nurse recruited &
trained. Nurse and HCA sessions added to
Saturday morning clinics.
HCAs provided with additional training to
increase capacity.
Maternity cover HCA kept on as additional
staff member at end of maternity period.
Additional phlebotomy services added,
from 8am Mon – Fri.

Set up and promote a practice
Facebook page to enhance
information sharing.
June
2014
Facebook page set up in September, and
promoted in newsletter, on website and on
screens in waiting room on an ongoing
practice Facebook page would be
useful.
Other issues raised in the
comments on the survey:
Car park – A few issues about the
car park were raised, including
disabled parking bays and capacity.
Version 4 – 2 March 2015
basis.


April 2014
Discuss disabled parking bays with
Nottingham Property Services, as the
practice has no direct control over
the car park
October
Continue promotions in the
2014
newsletter and new patient pack
about car park capacity
Feedback emailed to NHS Property
Services that patients would appreciate
additional disabled parking bays. May
2014.
Information about car park in newsletter in
February 2015.