Trinity Healthcare Practice Patient Feedback Survey Report

Recommendations

• Raise awareness of the Trinity Healthcare website with each GP Surgery site/ page across the patient population, and how this can be used, promoting the key benefits of access
• Investigate, monitor and evaluate to understand what is driving patient perceptions regarding weaker call handling experienced for the Hadley practice than across other practices
• Monitor the circumstances of call response times where the wait experienced is 5 minutes or longer, at Malinsee, Madeley and Leegomery, and consider possible improvements
• Consider the need to explore in more depth why Hadley patients are less likely to see their preferred GP
• Review the appointment system to address the case where patients are asked to repeatedly phone to book an appointment on the next day, only to find there are none
• Raise awareness about the services available at each GP surgery, and include the ability to book appointments at other surgeries
• Review patient facilities including waiting room facilities and consider installing a hearing loop, providing at least one chair (single high-back) suitable for more frail patients or with mobility issues, and review the seating arrangements to better allow access for patients with wheel chairs and motorised wheel chairs
• Consider regular reviews of Information Boards to remove items out of date, move items around to maintain interest, identify areas of patient interest or need lacking in information, and for both signage and information posters and notices, consider meeting the needs of those patients where English is not their first language