We take your feedback seriously. Here are some examples of changes we have introduced following feedback we have received from members of the Patient Group who completed a recent survey.
We should get professional help in to sort out IT problems (relating to electronic prescriptions EPS) and provide training to staff
We have involved Mid-Essex Clinical Commissioning Group, IT Support and the local pharmacy (now Appletree Pharmacy) to resolve the problems with Patient Online related Electronic Transfer of Prescriptions (EPS) (the problem described by the survey respondent).
This was a problem caused by Waldman’s having three different national ID codes. The incorrect ID codes have been amended and this situation will be monitored regularly in the future.
Staff Training : Refresher training has been completed by all reception staff to ensure that they have a clear understanding of both EPS and Patient Online and that they can advise patients properly on the use of both systems.
We should write to each patient informing them of the benefits of using Patient Online
The cost of doing this was felt to outweigh the possible benefits.
However, we have added a recurring note to every prescription telling people about Patient Online and asking them to contact Reception for more information.
We should display information in the waiting area about the online booking method
An A3 poster was already on display. However, we have devised and printed information slips for reception to hand out to patients who come in to book appointments or make other enquiries at the desk.
A new, A4 colour poster will be displayed by self check in screen
The information slip will also be attached to new patient registration forms
You could also add a few words to the answer phone such as "do you know you can book your appointments online?"
Remind them next time they call as part of the introduction before you speak to receptionist.
Information will be added to the voice messages:
“Patient Online is the name of the set of internet services we offer to all our patients. You can use Patient Online to book or cancel appointments, to request repeat medication and to view information from your medical record. Please speak to reception for more information.”
I knew you could get repeat prescriptions, which I use, but didn't know you could book appointments.
Message added to home page of Patient Online:
“Are you aware that you can also book an appointment with the doctor using this website? Every doctor appointment that is available to Reception to book over the phone, is also available for you to book here. Please explore the services available to you online and take advantage of this easy method of booking and cancelling appointments.
More posters in surgery and also in Chelmer Village pharmacy
Poster delivered to Apple Tree Pharmacy (formerly Waldmans) who agreed to display on their notice area.