Dr G Gupta. South Reddish Medical Centre. Patient Participation Group Action Plan 2014/15

Transcription

1 Dr G Gupta Suth Reddish Medical Centre Patient Participatin Grup Actin Plan 2014/15 Imprving Access Bkable, Acute & Rutine Appintments 82% f patients wh cmpleted ur survey were fairly satisfied with the length f wait t be seen fr a bkable appintment 33% f patients cmpleting the survey think the new bkable appintment system will wrk better fr them, with 66% nt sure but willing t give it a try! Disappintingly, nly 11% fund that if they needed an acute appintment they can nrmally get seen the same day with 72% stating they didn t knw r never needed t. In additin f thse surveyed nly 11% f patients cnfirmed the last time they needed an acute appintment they were ffered a same r next day appintment with a further 11% ffered an appintment t been seen within 2-4 days & 55% didn t knw r never tried! 83% f patients cmpleting the survey felt it was imprtant t be able t bk rutine appintments ahead f time. 72% f patient surveyed felt it was imprtant t bk a rutine appintment with yur usual dctr. Hwever, disappintingly f thse surveyed nly 5% f patients trying t bk a rutine appintment with their usual dctr were seen same r next day with 55% waiting t be seen within 2-4 days & 22% waiting 5 days r mre! Patient Feedback/Cmments In respnse t length f wait t be seen fr an acute appintment. In the past, if I've needed t be seen quickly I've usually attended mrning pen surgery I have been a patient with SR Medical centre fr many years and have fund a way t relate t yur service which suits me

2 I have nt seen a dctr since the mve t new premises s am unable t cmment n current issues. I am nw cnfused as t whether yu still perate pen surgeries r whether it is by appintment nly nw. I fund it quicker t get an appintment with Dr Simpsn as I wrk an hur away and it is difficult t get time ff t attend midday (befre 4pm) appintments with Dr Gupta.. The practice wrks really well. My experience f bth GP's and supprt staff has been excellent. The drp in is gd but yu have t be there early as the service is very busy. As a disabled parent, I struggle t make the drp in when needed as I am unable t get the supprt I need t attend early in the day. Appintments are a better ptin fr my circumstances. We prpsed. The Practice Team reflected n this, and in rder t rectify areas f cncern and imprve the availability f bkable, acute & rutine appintments and verall access arrangements, has r wuld like t instigate the fllwing: Fr patients needing an urgent same day appintment, we currently ffer pen access arrangements where patients will always get seen n the day f their chice if they arrive in surgery befre 10.30am Intrductin f 5 designated appintments available n a daily basis and ffered t children/adults at high risk [f admissin] categrised as fllws: Aged 65 & ver Aged up t 65 with a chrnic disease Patients with a care plan Under 16 s If any appintments remain unused these can be allcated fr same day appintment requests T supprt ease f access t a GP the Practice cntinues t ffer same day telephne access fr urgent appintments n a daily basis Fllwing re-lcatin t new purpse built premises and a review f the practice s appintment system, bkable appintments have been intrduced fr all afternn surgeries The Practice appinted 1 new Dctr fllwing the relcatin t new premises in September It is anticipated that the arrival f Dr Simpsn, wh will prvide 4 additinal sessins per week will lead t increased appintment availability Practice Receptinist, Gill Mrrisn is currently undertaking training t becme a fully-fledged Health Care Assistant. She will fficially cmmence her duties in April 2015 t increase bld test appintment availability and t free up Practice Nurse, Sister Stanin s time t allw her t cncentrate her effrts n her designated areas f respnsibility fr Chrnic Disease Management within the Practice. T increase patient awareness n accessing the mst apprpriate care in a timely manner, we plan t feature an article n ur appintments system n the Practice Website and in the sn t be intrduced half yearly Practice Newsletter explaining Hw requests fr urgent, same day appintments are managed The difference between an urgent and a rutine appintment And advising that fr urgent appintments, it is nt always pssible t see a preferred GP The Practice recgnises that cntinuity f care is very imprtant and imprves health utcmes. Hwever, practically it is difficult t arrange appintments at shrt ntice with a named Dctr, but we wuld encurage patients with n-ging cnditins t bk ahead with their preferred GP

3 Extended Opening Hurs 83% f patients wh cmpleted ur survey were satisfied with the practices current pening arrangements Patient Feedback/Cmments I persnally wuld like mre availability f practice nurse appintments. Currently these are nly available during ffice hurs and I think it wuld be useful t the wider ppulatin f the practice t have late night and Saturday appintments n a mre regular basis We prpsed. The Practice cntinues t participate in the Extended Hurs Directed Enhanced Service, which requires the Practice t prvide 1.5 hurs f additinal GP/Nurse appintments utside f cre hurs (8am 6.30pm Mnday t Friday, excluding bank hlidays) per week The Practice has als agreed t prvide additinal Extended hurs appintments t duble the current cmmitment prvided under the abve Directed Enhanced Service (and n lnger have a weekly Wednesday half day clsure) n the fllwing basis: 2 Dr led and 1 Practice Nurse led (t include NHS Health Check appintments) sessins per week are held n Thursdays cmmencing at 7.30am, t ffer early mrning appintments t increase wrking patients chice and access t the surgery Repeat Nn-Attendance Plicy 94% f patients surveyed think that the Practice needs a plicy t deal with patients wh regularly fail t attend appintments We prpsed. In the last 3 mnths apprximately 125 appintments have been recrded as Did Nt Attend (DNA), i.e. the patient fails t turn up fr their appintment and des nt cntact the surgery in advance t cancel/change the appintment. The effect f these are: An increase in the waiting time fr appintments Frustratin fr bth staff and patients A waste f resurces A ptential risk t the health f the patient

4 T supprt a reductin in missed appintments the Practice wuld like t intrduce a Repeat Nn Attendance Plicy which will be cnveyed t the patients, and whilst it is designed t reduce DNA s in sme cases exceptins will be needed: If a patient fails t attend a pre-bked appintment n mre than ne ccasin in the last 12 mnths, an infrmal warning letter will be sent t the patient, advising them that a further ccurrence culd risk remval frm the Practice. If the patient fails t attend anther appintment, the matter will be discussed at a practice meeting and a majrity agreement will be reached as t whether the patient will be remved frm the Practice list. In this case a frmal warning letter will be issued. Warning letters will be valid fr a perid f 12 mnths. Remval based n warnings greater than 12 mnths ld will be invalid in this case a further frmal warning and perid f grace will be required IT Service Develpments 100% f patients surveyed think that the Practice shuld ffer nline bking f sme rutine appintments, and 88% think that nline rdering f prescriptins shuld be intrduced. Patient Feedback/Cmments Online bking wuld be gd and free up the receptinists as they seem t be always n the phne, very busy ladies but always smiling We prpsed The practice cntinually strives t imprve its services and access t them. We are lking t further develp the website and ur nline services, and t supprt this will instigate the fllwing: The General Medical Service (GMS) Cntract 2014/15 requires all general practices in England t ffer Patient Online access by the end f March Specifically, the services which must be available t patients are: Bking appintments nline Ordering prescriptins nline Accessing patient recrds nline T supprt this, the Practice is currently wrking with its Clinical System supplier, Micrtest t make The Waiting Rm mdule available t patients t prvide cnvenient 24 hur access t facilities previusly available nly by telephne r by visiting the surgery. Please cntact The Practice if yu wuld like t benefit frm these facilities, which will enable yu t have access t the fllwing services: Appintment Requests, Medicatin Requests & Allergy Infrmatin

5 T enhance the patient jurney the Practice is als lking t install bth Arrivee and Appel the practices clinical system supplier, Micrtest s slutins t autmating arrival f patients and TV patient paging system respectively. The TV paging system uses a TV t page the patient when the Dctr r Nurse is ready t start their cnsultatin T supprt imprved verall cmmunicatin, the Practice wuld like t be able t cntact patients by text message and/r fr the purpses f health prmtin, practice news and fr appintment reminders T supprt intrductin f this new service, it is essential that we update yur recrds, and wuld be grateful if yu culd either cntact the surgery r when next visiting the surgery cmplete a Cmmunicatin Cnsent Frm (available frm Receptin) t prvide us with bth yur mbile and addresses. Additinal Services 94% f patients wh cmpleted the survey think that it wuld be a gd idea t cnsider intrducing a Minr Surgery Service Patient Feedback/Cmments The practice is already busy withut adding extra services like minr surgery We prpsed Fllwing re-lcatin t the new premises which cmply with the required standards fr prviding surgical prcedures, the practices newly appinted GP, Dr Simpsn wuld like t intrduce a Minr Surgery Service. T supprt this the Practice is in the prcess f submitting an applicatin t jin the Greater Manchester (NHS England) Minr Surgery List. Other Cmments I persnally think the new seating in receptin needs t be lked at it is s embarrassing having t g t the tilet in frnt f all the patients just staring at the dr and the receptin desk there is n privacy fr yu t talk t the receptinist's because everyne can hear yu The new surgery is Lvely and bright, hwever the chairs all face t the tilets and main entrance. I persnally think it is nt nice being watched walking passed everyne cming int surgery r ging t the tilet plus I think there is n privacy when discussing things at the receptin The layut f the chairs in the receptin area desn't really wrk.

6 We prpsed. The Practice finally re-lcated t new purpse built premises in the Suth Reddish Health Clinic n 1 st September 2014 which included a ttal refurbishment f the premises and entailed internal mdernisatin wrks, with a number f walls being demlished t create additinal space and t include the fllwing: 2 additinal cnsulting rms t duble cnsulting capacity Electrnic drs installed at the public entrance t the health clinic Upgrade f the patient waiting area n an pen plan arrangement t include new chairs, Redecratin, a suspended ceiling with new brighter lighting & a new receptin desk with disabled access. Disabled tilet facilities Baby changing facilities (available in the female staff tilet) In respnse t cncerns raised regarding the psitining f chairs in the waiting rm, the Practice will investigate changing the lay ut, n the prvis that cabling fr the new Appel TV Paging System can be re-directed t the ppsite wall that it was riginally intended. T increase patient awareness f their rights t cnfidentiality, psters will be prminently displayed n patient ntice bards in the waiting rm titled Privacy at the Receptin Desk t increase patients awareness that if they require this facility, they can speak t a Receptinist r ther member f the Practice team in cnfidence