Enter and View: Milton Keynes Village Medical Centre
The purpose of this Enter and View programme was to engage with patients, their relatives, or carers, to explore their overall experience being a patient at MK Village Medical Centre.
Summary
A total of 47 patients or family members took part in these conversations.
In respect of demographics:
- Male: 10
- Female: 28
- Chose not to respond: 9
Age range
- 7 were under 16
- 24 were aged between 18-65
- 7 were aged over 65
- 9 people preferred not to say
What we found
Patients told us that they felt they were given time when they had an appointment, and that they particularly appreciated that they saw a regular GP when possible and a nurse or physio team member for ongoing care. People told us this gave them continuity of care and stopped them having to explain their history to a different person at each appointment.
People who had tried the online system queried the effectiveness of the new system.
We observed the reception staff to be welcoming and saw that their interactions with patients were thoughtful and informative. Most interactions at reception remained private. Whilst some could be overheard, this was largely due to the general quietness in the waiting room.
Our recommendations include:
- Consider tasking the PPG or an Admin Team member to offer ‘Tech Support/ training’ sessions for the new ACCURX system, possibly in the waiting room on a regular but short-term basis. This would enable more of the patient base to get up and running with the system, answering their questions would go a long way towards increasing their understanding of the ’how and why’ of the new system.
- Explain the triage questions, their purpose and how it helps direct patients to the appropriate appointment or practitioner. If your staff have undertaken triage training, it is definitely worth promoting this as it will lead to greater patient understanding and increase their confidence in the ability of front-line staff to have these conversations.
