LOCAL PATIENT PARTICIPATION REPORT

Transcription

1 LOCAL PATIENT PARTICIPATION REPORT Practice Name: Granville Medical Centre Y code: Y00918/ Redbridge 1 Establish a Patient Reference Group (PRG) comprising only of registered patients The table below reflects the practice population and the PRG profile by age, ethnic group and gender. Practice Number % of total PRG profile Number % of total population profile A G E % Under % Under % % % % % % % % % % % % % Over % Over E T H N I C I T Y White White % British Group % British Group % Irish 20 1 % Irish Mixed Mixed % White & Black Caribbean 11 1 % White & Black Caribbean % White & Black African 12 1 % White & Black African % White & Asian 8 1 % White & Asian Asian or Asian British Asian or Asian British % Indian % Indian % Pakistani % Pakistani % Bangladeshi % Bangladeshi Black or Black British Black or Black British % Caribbean 62 1 % Caribbean % African 81 2 % African Chinese/other ethnic group Chinese/other ethnic group % Chinese 12 1 % Chinese % Any other % Any other G E N D E R % Male % Male % Female % Female

2 a. Process used to recruit to the PRG: We used a number of different ways to recruit patients to our PRG, which are as follows: Placed posters in the practice Offered leaflets to patients who were attending appointments. The PRG attended the practice during opening times to promote the PPG and the PRG. Placed information on to our practice website: All newly registered patients were given information regarding the groups. b. Differences between the practice population and members of the PRG: Many patients were not interested in the joining the PRG, explaining that they were worried about the time factor of involvement. This has been discussed with the PPG and the GP s, and a suggestion was made that the clinicians gave some leaflets to the patients at the end of the consultation, about the PRG. The PPG attended the practice given information about the PRG work The PRG group we have at the moment is large enough to receive constructive feedback, but realize that it would be ideal to increase the population figure, which will offer wider representation for the patients group, and they would be able to offer more assistance to improve our practice. At the present moment we have 70 members. We also promote the service when we are talking about on line services and ask them to think about joining the PRG and ask them to go and view the website.

3 2 Agree areas of priority with the PRG a. The areas of priority agreed with the PRG: We approached our PRG in November 2013 and asked them for feedback on issues that they felt they had any concerns about, that perhaps we could include in our survey. A new telephone system had been installed, and we needed to access if the patients found access any easier for booking appointments The main issues were still telephone access., but also patients did not seem to be aware of some services that were already being offered within the practice. Another issue was the opening times for the practice. It was felt that the working population had restricted access to the practice. b. How the priorities were decided The practice held a meeting with PPG on the 4th December 2013, and a discussion was held on the issues that had been raised. If the patients were aware of the internet services that were available, it could elevate the pressure on telephone access. Also there had been mixed reaction to the new telephone system, some had stated they found it better, whilst others still maintained there was a problem accessing the service. It was agreed that it would be interesting to see how this year s survey report was compared to last year s report.

4 3 Collate patient views through the use of a survey a. When was the survey conducted? How was the survey distributed? The survey opened on the 14 th January 2014 and closed on the 14 th February 2014 The survey was carried out as follows: Surgery Website: A survey template was created for our practice website We ed an invitation to complete the survey through a website link Paper Forms: We printed out identical copy of the electronic survey and gave these to patients who were attending the practice for an appointment. On completion of the report, these reports were placed in a box to ensure confidentially. The paper survey forms were then input into the practice website by the practice Manager, to help provide a more accurate reading form all patients. The results of the survey are attached. b. Which questions in the survey relate to the priorities in (2a)? 1. How do you normally book your appointments at the practice? 2. Do you find it easy to get through on the telephone system? 3. Are you aware the surgery offers the following services? 4. Do you find it easy to get through on the new telephone system? %. How satisfied are you with the opening hours at the practice?

5 4 Provide the PRG with an opportunity to discuss survey findings and reach agreement with the PRG on changes to services a. Describe the survey findings: We had 150 responses either via the practice website or paper forms. Question 1.How do you normally book your appointments at the practice? Response: 77% replied by phone. This was the same % as last year survey results. Question 2. Do you find it easy to get through on the telephone system? Response: 42% replied not very easy This result has greatly reduced as the % for last years survey results were 68% Question3. Are you aware the surgery offers the following services? Response: 62% are aware of the on line booking of appointments 48% are aware of the on line requesting of repeat medication. 58% are aware of the Electronic Prescribing of Prescriptions. The 3 above results have greatly improved since last year s survey. Last year s: % On line Booking of appointments was 42% Last years : % On line request for Repeat Prescriptions was 31% Last year s: % Electronic Prescribing of Prescriptions was 31% Question 4: How satisfied are you with the opening hours of the surgery? Response: 36% replied very satisfied. 40% replied Fairly satisfied The results were less than last years survey:38% were very satisfied and 45% were fairly satisfied b. Describe how the survey findings were reported to the PRG: The survey results were ed to the PRG or hard copies were posted to the PRG members to read and comments if they wanted too. A copy was placed on to the PPG board within the practice, with notices informing patients that the results of the survey were on display, and asking for feed back is they wished too

6 c. Changes the practice would like to make in light of the survey findings: The practice has changed the telephone system. To advertise the on line services within the practice, to see if any improvement can be made to better the telephone access service. To uptake on in-house audits regarding telephone access, and reflect on the findings with the PPG and PRG The practice will be reviewing the access for appointments. d. Recommendations from the PRG based on the survey findings: The PRG are pleased that we are moving forward with electronic services, but we must be mindful that not all age groups have access to the internet. To audit the telephone access and give feedback to determine what the calls are about, e.g..appointment request, home visits, or general enquiries, and the time of the particular calls. Then we can reflect on the staffing timetable and review accordingly. Pleased about the new telephone system, and hopefully will improve over the following year. Review the opening times of the practice. e. Agreement reached with PRG on changes to be made? Yes f. Changes the practice cannot make, and the reasons why: The main issue appears still to be the telephone access, but from the results of the survey, it appears as though the % of patient s has decreased stating it was easier to get through on the telephone, than last year s results. This will be reviewed in the next financial year, and will be addressed after completion of internal audits over a 6 month period.

7 g. Changes the practice will make: Advertise our on line services. Reflect on the telephone access, and address once audits are completed. The practice has a new telephone system installed, and we are monitoring the response form patients around the service. We have arranged for an audit software to be installed, so we are able to monitor the flow of calls, and the busiest period for telephone calls to be received at the practice.

8 5 Agree an action plan with the PRG and seek PRG agreement on implementing changes Action (change in practice) New telephone system. Software for Auditing Telephone Calls Person responsible (to lead the change) Susan Susan Completion date (when the change will be applied) Completed. September 2013 To be installed in April 2014 Review (what result the practice/patients saw as a result of the change) The survey results for difficulty in telephone access had greatly reduced. Able to monitor busiest periods, and access staffing issues Update on action plan for 2012/2013: what result the practice/patients saw as a result of the change(s) The patient s appear to be more aware of what services we are offering within the practice due to promoting the services in house and through our website. The results with the new telephone system seems to be better. But we must always ensure that we can do more to assist all patients. More information is added on to the web site and updated on a regular basis, and also all details are placed on notice boards for patient s who do not have access to the internet.

9 6 Additional Information a. The opening hours of the practice premises and the method of obtaining access to services throughout the core hours: The opening times for Monday to Friday are: :30 every morning 14: every day We are closed Saturday and Sunday and Bank Holidays. Access available by telephone, internet or walk in services. b. The times individual healthcare professionals are accessible to registered patients under an extended hours access scheme: Monday Evening 18.30pm 20.00pm Friday morning 08.00am 08.50am 7 Publicise actions taken and subsequent achievement a. Where the report is published: On the practice website; Signature of behalf of practice: Susan Byrne Name of signatory: Susan Byrne Date: 28/02/14