Park Leys Medical Practice

Having completed the survey and determined from the results the issues that are giving patients concern, we have had a series of meetings and discussions aimed at establishing what changes can be made to the triage system to further improve acceptability to patients.

Since well over 80% of patients have used the new system the long introductory telephone message has been removed so that patients calling the practice are connected directly to a receptionist.

Although plans are not yet finalised it is planned to implement further changes at the beginning of March 2008. These will be targeted at:

• Improving the opportunity for patients to speak to, and get appoinments with, the doctor of their choice.
• Reducing the need to repeat symptoms or problems so many times.
• Allowing patients who have real difficulties using the system to make appointments without triage.

Changes will not affect the way patients contact the practice but will affect the way in which calls are handled by practice staff.

Further information on changes will be publicised once finalised, but we would like to assure all patients that we are committed to delivering the best possible service and will continue to make changes in response to patient feedback and changing circumstances in order for this to be achieved.