The Bridge Surgery Patient Group - Action Plan - March 2012
Further to the survey run by The Bridge Surgery Patient Group in October 2011, the following
actions have been identified and agreed by the practice and Patient Group in order to improve on
the overall service offered to our patients. These actions will be carried out over the next 12
months.
The survey results are available to view on the surgery website (www.bridgesurgery.net) and in
the waiting room.
1. Publish a series of Bridge Bulletins (newsletters) conveying information about areas
identified in the survey results including:

The phone system.

The appointment structure.

The role of the practice nurse.

The role of the receptionist.

How patients can help us to help them e.g. phoning for results later in the day,
using alternative car parks etc.

The Patient Group – who they are, what they do and how to contact them.
2. Trial various amendments to the current appointments system including:

Open more pre-bookable appointments later on in the day (after work) as the
majority of these are ‘on the day’ appointments.

Consider varying the times of the ‘on the day’ appointments. Suggestions include
adding in some ‘on the day’ appointments at 3.30pm – 4.00pm (after school time)
and earlier in the morning e.g. 9.00am.
3. Re-advertise the fact that patients are able to pre-book appointments between 4 and 9
weeks in advance and consider extending this to a minimum of 6 weeks in advance.
4. Receptionists to routinely inform patients on arrival if a GP or nurse is running late.
Examine the possibility of using a white board in the waiting room (similar to some hospital
clinics) to advise patients in the waiting room when a GP or nurse is running late.
5. Look at ways of reducing the number of phone calls into the surgery including:

Introducing the potential for appointments to be booked via the internet.

Using text messages to inform patients when their test result is back and, where
appropriate, it is normal and/or where no further action is required.
6. Provide further training for the reception team. Discuss the survey results and the
comments made by patients at a receptionist meeting and/or at appraisal.