PATIENT REFERENCE GROUP – ACTION PLAN (financial year 2018/19)

The practice and the patient reference group have discussed feedback from patients (NHS Choices responses; Friends and Family comments), and agreed the following priorities.

We will feedback to patients via our website, our newsletter and on a display in the waiting room.

PRIORITY 1 – Collaborative practice	
Issue	Action to be taken	How we will assess outcome  	
The practice and patients are developing collaborative practice through Patient Health Champions 

	•	Twenty volunteers to undergo training, and then meet with practice representatives to identify suitable projects
•	Advertising of projects in the surgery to ensure successful implementation
	•	Projects well supported
•	Health Champions supported by the practice staff
•	Reduced contacts with clinicians at the practice	
	
PRIORITY 2 – online access	
Issue	Action to be taken	How we will assess outcome  	
Further increase online access – currently at 16%
Online access for appointments helps free up telephone lines for others. Access to medical record online could also reduce calls, e.g. access to test results.	•	Use posters and brightly coloured flier to promote to patients
•	Offer a crib sheet for logging on, to help those who might find it difficult
•	Consider use of an IT-savvy Patient Health Champion to support anyone having difficulty with navigating the site	•	Increased uptake of online access	

PRIORITY 3 – communication 	
Issue	Action to be taken	How we will assess outcome  	
Newsletter could be more informative and better distributed. 	•	Increase frequency to three times a year
•	Ask for suggestions for articles (one was information about discharge planning from hospital and access to district nursing)
•	Circulate via email and publish online (already happening) and ensure copies available in the practice.	•	Patient feedback