PERFORMANCE PLAN DEC 06 - DEC 07

We would like to keep you informed about how we are performing so you as patients know what you can expect from us as a practice.

Our plan includes:-
  • Objectives and functions.
  • Current and past performance.
  • Financial information
  • Proposals for reviewing service.
  • Outcome of surveys etc.
This is a summary of our performance; we set out plans to constantly improve the service we provide. Last year we all worked together to produce an effective and efficient team. We hope you find the summary interesting and would welcome any comments you wish to make to help us improve our services.

OUR MISSION
'To put the smile into Sunderland' to achieve this the practice has four corporate aims, each supported by a nuber of strategic objectives.

    PROMOTE PRACTICE SERVICES
  • We will provide every patient with any information they may need in relating to their treatment, including costs.
  • Display notices, posters explaining aims and objectives.
  • Keep you informed of any changes to our service including any new services.
  • Our Web Site includes all aspects of our service
    IMPROVE CARE & SERVICE
  • Constantly conduct surveys, audits and questionnaires to make improvements to our service.
  • We conduct monthly staff meetings to discuss service and treatment related issues.
  • Update all literature and information which is adequate and easy to understand.
  • We aim to reduce waiting times and missed appointments
    ASSESS & DEVELOP STAFF
  • We provide training and development opportunities to every member of our team. This makes us an efficient and effective team. All staff is appraised annually. Our patient questionnaire helps us to evaluate staff performance.
    BUILD A STRONGER & BETTER PRACTICE
  • By creating an adaptable and skilled workforce we will be able to retain and create jobs in the area (see our Staff). We promise to constantly update service and equipment and provide all our loyal patients with the excellent service they deserve. Our Charter Mark and Investors in People Awards are proof of our commitment to you. We will be reassessed for the Charter Mark later this year.
    ATTENDANCE TIMES
  • Getting patients seen more quickly is a vitally important aspect of our work. We have made changes to our emergency system by allocating an appointment time to anyone experiencing pain or discomfort. A missed appointment costs the practice on average a staggering £2,150 per month and increases waiting times. Please try to cancel any unwanted appointments; it is vital to keep our waiting times down.
    TELEPHONE CALLS
  • Our survey shows the best times to call the practice is between 12.00-2.00pm and 3.30-5.00pm
    WHAT YOU SAID LAST YEAR
  • The need to reduce the waiting times for emergency appointments.
  • Quicker facility when paying by Switch/Visa.
  • New reception desk and toilets at John Street
    HOW WE PERFORMED
  • We now allocate all emergency patients with an appointment time,, everyone is now seen within 1 hour.
  • Switch/Visa facilities have been impooved by installing a dedicated telephone line which will make all transactions a lot quicker.
  • John Street has plans for a "make over" in early 2007, this includes new toilets, reception desk, new entrance steps and décor throughout.