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The
new service aims to make it easier for patients to call and book
appointments. The practice is implementing the new service on 30th March
2006 which means that, as of this date, the practice will be changing
their main telephone number to 0844 477 2477.
The
new system reduces call congestion by introducing extra phone lines and
elements of call automation, easing pressure on the main switchboard. The
surgery currently has 18,500 patients on its register, which can make it
difficult for patients to consistently get through on the first attempt.
“At particularly busy times we receive more calls than our current
switchboard can handle,” explains Angela Worobel, Practice Manager at
Hebden Bridge. “Our new system will manage calls more efficiently by
putting them through to the most appropriate person and speeding up the
call handling process. We will also have an optional automated
prescription facility should patients wish to use it.” The high tech
service includes a new switchboard, headsets, a call recording facility
and extra safety features for staff.
Designed specifically for
General Practice, the NEG Surgery Line phone system has proved popular
with doctors and is installed at over 500 practices across the UK. “We
believe that Surgery Line will considerably improve the service that we
are able to offer,” adds Angela. “Patients will now have their calls
answered every time, and should find it much quicker to make contact with
the person that they wish to speak to.” We have 5 people answering the
phone but patients should be aware that the busy period is between 8.00
a.m. and 10.00 a.m. . ends .
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What
is a PPI Group? The
aim of the group is to get patients involved with the practice in a
positive way to help the practice provide services that patients want. A
PPI group helps the practice understand patients needs from a patient
perspective and therefore helps the practice with decision making . This
is two way process and also a forum for patients to obtain information
about the practice to help them understand how general practice is
organised.
When did it start? HBGP
PPI group started in April 2003 with only a few patients and now meetings
attract patients from all 3 sites and attendance at meetings varies
between 10 – 20 patients per meeting.
Who is
involved from the practice? The
whole primary healthcare team is involved in different ways, usually in
attendance are:
Angela
Worobel Practice Manager, chairs the meetings
Cathy
Hanson Operations Co-ordinator, takes minutes, circulates agendas
A
GP from the practice is always in attendance, this is on a rotational
basis
Who else is involved? The
practice works in partnership with Calderdale Primary Care Trust and
different representatives are invited to make presentations to patients or
make requests to use this forum for consultation purposes when
re-designing services.
What is discussed at the meetings? The
agenda is driven by particular topics that the practice/pct wishes to
bring to the attention of patients. Patients also contribute to the agenda
by raising anything that they may wish. In the past we have discussed:
appointments, telephone access, new services coming on line, alterations
to premises and services, practice leaflet.
When are the meetings? The
meetings are usually monthly, dates for meetings are advertised on the PPI
notice boards at each of our sites.
Do I have to attend each meeting? No
you do not have to attend each meeting. Once we know that you would like
to become involved you can decide for yourself exactly how much you would
like to become involved. If you would just like to receive the minutes of
the meetings then please pass on your contact details to Cathy Hanson you
can either be sent or e-mailed the minutes.
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