Cookham Medical Centre immediate response to the Patient Questionnaire:
In particular, it was recognised that the survey findings were very fair. We are not meeting the respondents' expectations around making an appointment.
We agree to continue to reflect on how to meet clinical need over perceived need, and as a result:
we continue to review our clinical staffing mix, and we will work with the PPG to publicise any changes in staff as soon as news is available.
we continue to review the types of appointments we offer and the volume of triage and urgent appointments balanced with the demand for pre-bookable appointments. Although there is a perceived lack of appointments, we are currently delivering a much higher than average service in terms of number of patients given same day telephone consultation by a doctor. We acknowledge that we have not adequately explained how the appointment system works, to our patient population, and this is something that we will be looking to improve in the coming months working closely with our receptionists and our PPG.
we are looking at a possible new telephone system, that can cope with the increased demand in calls - the PPG are helping us to look at proposed new telephone systems, so that we have useful input from patients' perspective.
we will review the way we respond to telephone calls in reception - looking particularly at how appointment and advice requests are handled.
we will work with the PPG to develop the website and to increase the use of online prescriptions and online booking of appointments.