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Clifton Court Medical Practice

Victoria Road

Telephone: 01325 465646

Action Plan



As part of our ongoing commitment to improving patient experience we have identified three areas of work in consultation with our Patient Participation Group




There are a number of areas of concern that have been raised:

  • Getting an appointment with the Doctor of your choice
  • Missed appointments
  • Increase the options for booking online for example booking an appointment with the nurse


We will:

  • Audit and review the appointments system
  • Develop a system for contacting patients who miss appointments
  • Consult with the IT company regarding adding nursing appointments to the online system.


We have:


We undertook and audit and reviewed the number of appointments which has resulted in an additional 30 appointments being made available for patients.


We contact patients who miss more than two appointments and are current working with practices across Darlington on a standard DNA policy.


We have consulted It and unfortunately due to the number and varying lengths of appointments it is not possible at the moment to have nurses appointments bookable online.


We have worked with the other Darlington Practices as part of primary healthcare Darlington to provide additional appointments on a Saturday and an overflow clinic on a Monday and Tuesday based in the annex at Denmark Street Surgery


Home visits should be requested from 8am




  • We will look to develop our communication strategy to identify the best ways of communicating with patients


We have:


Reviewed our website and provided a lot more information for patients.

Updated and made available leaflets and posters.

Worked with Primary Healthcare Darlington to promote additional services

Telephoned patients regarding appointments& medical reviews


Waiting Area


  • Improve the patient experience whilst waiting for appointments


We have:


Provided background music in the waiting area.

Provided more information in the form of posters and leaflets promoting services.




We are always seeking ideas about how we can improve the service we offer.  If you have any suggestions or ideas please complete the form on the back of the Action Plan leaflet and hand it into Reception.


We would also welcome the opportunity to work with more patients on our Patient Participation Group.  If you feel you could contribute we would love to hear from you. Please leave your details at Reception

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