Branksomewood Healthcare Centre Branksomewood Road Fleet GU51 4JX. Patient Reference Group Practice Report

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1 Branksomewood Healthcare Centre Branksomewood Road Fleet GU51 4JX Patient Reference Group Practice Report The Patient Reference Group (PRG) at Branksomewood Healthcare Centre provides an opportunity for patients to be involved in decisions regarding Practice Services. It is a virtual online group, with members giving their feedback via . It has also been a useful tool in keeping patients up-to-date with ongoing developments in the Surgery, such as the action plan regarding the telephone system, and recruitment of new Doctors and information about the additional appointments that are now available. During the past year we have been very successful in recruiting new members to the PRG and now have in excess of 240 members. The profile of the group is, as far as possible, representative of the Patient Profile of the Practice. Earlier in the year it had been identified that patients in the year old age group were underrepresented and consequently more patients in this category were actively encouraged to join in order to reflect the demographics of the patients registered at the Surgery. This was done by giving an application form for the PRG to newly registering patients, who tend to be young families moving into the area. At all times it is made clear to patients that membership of the PRG is not compulsory and choosing to participate or otherwise will not have any bearing on the standard of care received from the Practice. An option to have personal addresses removed from the PRG distribution list is always given on each communication. It was suggested that the next Survey should be on the subject of how test results are obtained from the Surgery, as this was considered to be the next most important to our Members following on from the previous year s Survey. A proposed Survey was sent out to Members of the PRG on 16 th October 2012 for their comments. Several ideas were obtained from Members and incorporated into the final Survey which was then distributed from Reception to any interested patients, commencing 23 rd November 2012 for a period of two weeks. The Survey was also sent via to all Members of the PRG for completion. All patients were welcome to take part, and clipboards and pens were provided for those who wished to complete the Survey whilst they were in the Surgery.

2 Results of the Survey were as follows: 1) A total of 23 patients had had tests and wanted to obtain the results 2) The type of tests these patients had had are shown on the graph below Type of Test 5 0 Blood Urine Sw ab X-ray Other 3) 21 patients knew how to collect their results, although 5 patients did not. 4) Patients assessment of how easy they found the current system for obtaining their test results is given in the graph below Very Easy Fairly Easy Neither Fairly Difficult Very Difficult How easy w as it to obtain your test results? 5) The different ways in which patients obtained their results are shown below. I made a telephone appointment with my doctor 2 I made an appointment to see my doctor in Surgery 8 The Surgery contacted me to make an appointment/telephone appointment 4 I was contacted directly by my doctor 6 A receptionist was able to tell me my results 12 6) Approximately half of these patients asked for a copy of their results. All these patients requested their copy within the current six week time frame. However, five patients did not know they could ask for a copy.

3 7) The table below indicates how patients felt about the way results are obtained: YES NO NO PREFERENCE I would like to receive my results by telephone on request: a) via a Receptionist b) via a Doctor 16 I would like to continue to be able to collect a copy of my results a) within 2 weeks b) within 4 weeks c) within 6 weeks 7 I think the current system for obtaining results works well Patients made the following suggestions in the free space on the Survey: 1) Use of from Doctor to patient, along with details of any action required 2) The Surgery should contact all patients with their results, whether action required or not 3) Receptionists should not have access to the results as they are confidential 4) Up to 3 months should be allowed for collection of test results 5) Results sometimes missing, but these have eventually been found Please note, some patients indicated they had had more than one type of test during the previous 12 months and the results for these may have been obtained in different ways. Also, some patients did not answer all the questions. Hence the totals for each question do not necessarily equate to 30 (the number of responses received). In summary, the majority of patients and PRG members are happy with the current system. The collated results were circulated to the PRG on 7 th December 2012 and again comments were invited, with a view to forming an Action Plan following on from this. All comments received were forwarded to the Partners at the Surgery for discussion.

4 Points considered at GP Meeting during January 2013: 1) Length of time we should keep copies of results for collection 2) Whether GP s are prepared to use an system to let patients know results 3) Whether we should be contacting every patient regardless of whether the result is positive/negative, actionable or not-actionable 4) Whether GP s are prepared to put each result into a named envelope for patients to collect without the Receptionist being able to see the result themselves Outcome of this discussion: Regarding the first point, the Doctors have agreed that results can be kept for a period of eight weeks (an additional two weeks on the current system) ready for collection to allow extra time if patients have been away, for example. Results more historical than this will also be available, but will need to be printed off the patient's computer record and permission gained from the GP before they are released to the patient. On the second point, it was felt that an system may not be secure and therefore probably not a good idea at the present time. With reference to the third and fourth suggestions, unfortunately since we receive approximately 500 results per week into the Surgery contacting every patient/putting all results into named envelopes would be extremely time consuming and is therefore unrealistic. We would like to reassure all patients that our Receptionists (and other Staff) sign a Confidentiality Agreement when starting work at the Surgery and are trained to process patients' test results in accordance with the directions of the Doctor concerned. It was noted from the Survey that quite a lot of patients like to receive their test results by telephone from their doctor. The answers to question 5 supported a total of 12 cases where this did happen (either by telephone appointment, or the Doctor ringing the patient direct) and the Doctors will try to give more results back in this way. It is hoped that this may free up some of the face-to-face appointments which are made simply to obtain results, thus enabling them to be used by patients who require them. In summary, since most patients are satisfied with the current system, it is proposed that the only Action from this Survey will be to increase the length of time paper copies of results are kept ready for collection from six weeks to eight weeks, with the option of requesting them after this time if required. This proposed Action Plan was circulated to the PRG on 8 th February There was agreement that test results should be kept in the Surgery for a period of 8 weeks rather than for 6 weeks as previously. Members of the PRG were happy with this compromise, understanding that storage space was limited and that in the event of a copy of a test result being requested outside of this time-frame, then this could

5 still be provided but the Doctor s permission would need to be sought before it could be given to the patient. This Action Plan will be implemented as soon as storage space can be made available. Please find below useful information on Opening Times at the Surgery and how to access different medical personnel. Monday : 8am 8pm Tuesday Friday : 8am 6.30pm Saturday: 8.30am 11.30am (1 in 4 next Saturday surgery date is advertised at Reception) Appointments with our Doctors and Nursing Staff can be booked between these hours by telephone or in person. Appointments are released throughout the day. A telephone appointment with a Doctor will be offered if there are no appointments available at the time and the problem cannot wait until the next available appointment. The late evening surgery and Saturday surgeries offer routine appointments with either a doctor or a nurse, with different clinics being run to aid access for various patient groups for example, diabetic clinic, well woman, asthma - all available on rotation during Saturday surgery. The doctor available for the extended hours clinics will not be the patient s own registered GP. District Nurses and Health Visitors are no longer based at the Surgery and their contact telephone numbers are as follows: District Nurses: (via Single Point of Access opening hours 7am - 11pm) Health Visitors: Out of Hours Doctor: 111 (24-hour freephone number)* *There is a new system (known as NHS 111) for Hampshire patients for Out of Hours medical care, designed to provide a service to patients who need medical help fast, but when it is not a 999 emergency. It replaces (and combines) the previous Out of Hours system and NHS Direct. NHS 111 is operated by highly-trained advisers who are supported by experienced nurses, who can provide advice on all medical concerns. They will give health care advice as needed, and direct patients to the appropriate service when necessary e.g. A&E, GP, Pharmacy. If NHS 111 advisers think you need an ambulance, they will arrange for one to be sent to you immediately. Calls to NHS 111 are recorded, and all records are maintained securely. A report is sent by NHS 111 to the GP surgery of the patient, informing them of the details of the contact.

6 Further to the 2011/2012 Report, some changes have been made to the telephone system by way of more appropriate background music and to the options available. However, the Practice is still in consultation with our telephone engineers to see what further improvements can be made, and hopefully more changes will be implemented soon to make the telephone system more effective. Thank you for your interest in our Surgery.

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