Patient Participation Directed Enhanced Service. Watling Vale Medical Centre K April 2013 to March 2014

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1 Patient Participation Directed Enhanced Service Watling Vale Medical Centre K82076 April 2013 to March 2014

2 Background and Introduction to Watling vale Medical Centre Opening Hours Monday to Friday 8am to 6.30pm Watling Vale Medical Centre is located in Milton Keynes, Buckinghamshire and has registered patients an increase of 306 patients from last year. Watling Vale Medical Centre is located just to the West of Central Milton Keynes with 67.76% of its registered patients of working age and with only 8.97% of its population of retirement age, therefore giving Watling Vale Medical Centre a very low disease prevalence, for COPD, CHD and other Long Term Diseases. The practice area covers:- Shenley Church End, Loughton, Shenley Brook End, Crownhill and Shenley Lodge Watling Vale is a busy practice currently consisting of eight GPs and four Practice Nurses, two HCA s with District Nursing, Health Visitor and Midwife services all provided at the surgery for the benefit of all patients. Last April the practice changed its clinical system from Vision to Systm One. The change of clinical system has meant that patients now receive text reminders for appointments and also since October 2013 patients can now register for online services enabling patients to book appointments on line and also order their repeat prescriptions as well. Practice Profile The practice has a registered population of of which: % are aged 0-15 years 10.60% are aged years 31.68% are aged years 25.48% are aged years 5.31% are aged years 3.66% are aged 75+ years Page 2

3 Patient Participation Group Watling Vale established its formal patient participation group in 2008 and this group still continues to meet regularly at the surgery every other month. Membership of the group is around 25 members. July 2011 the practice set up a virtual Patient participation group via the practice website to work alone side the current group. This group has 98 members and both groups together represent 0.97% of the practice population. The Patient Participation Group although set up in 2008 continues to grow in size slowly and recruits new members through the practice website and the Patient Participation Group notice board in the main reception. The group has been responsible for getting the car parking changed at the front of the surgery to a two hour wait 8am- 6pm Monday to Saturday and this has meant that patients are able to park outside close to the surgery to attend their appointments. 93% White British 7% Black British 70% Female 30% Male 25 patients Ethnicity of the formal Patient Participation Group: Membership numbers of the formal Patient Participation Group: 10% years 5% years 25% years 25% years 15% years 15% 75+ years Age of formal patient Participation Group: Ethnicity survey for newly formed Virtual Participation Group 95% White British 2% Asian British 3% No answer 48% Male 49% Female 3% No answer Page 3

4 17% years 14% years 35% years 28% years 6% 75 + years Age of Virtual Participation Group Patient Survey 2012/2013 survey questions were used for the 2013/2014 survey and this was agreed by the Watling Vale Patient Participation Group so that the results from the previous year could be compared with the current 2013/2014 survey. Important areas such as telephone access and booking appointments for patients needed to be compared to the previous years practice survey During October 2013 the survey was placed on the practice website and also paper copies issued at the practice for those patients without computer access. 100 surveys were printed out for patients at the practice and 30 completed surveys were returned to reception. 467 patients responded to the survey on the practice website. A total of 497 surveys were completed the practice survey representing 3.94% of registered population of the practice 170 patients identified themselves as male and 264 patients identified themselves as female Responding age groups - 9 patients aged years, 120 patients aged years, 235 patients aged years, 121 patients aged 65+ years and 12 patients declined to give their age. Ethnic origin 416 patients - white, 18 patients - mixed race, 6 patients - Black or Black British, 37 patients - Asian or Asian British, 5 patients - Other ethnic group and 15 patients declined to give their ethnicity. Results of survey discussed at Patient Participation Group meeting March 12 th This meeting was post- phoned on 11 th March by the chairman and will be re- arranged for early April. Therefore survey results ed to Patient Participation Chair to pass on to rest of the group. Survey published on practice website March 2014 Page 4

5 Analysis of findings from patient survey SWOT To analyse all aspects of the Patient Survey at Watling Vale Medical Centre Strengths Internal Weakness Survey was completed by 3.94% of the practice population. Survey the same as last years survey, therefore covering the same areas such as customer service, appointments, patient care and prescription service.. Question 1 the Reception team scored highly achieving 45.1%for Good and 46.1% Excellent, a total of 91.2% Question 3 regarding patients being able to book telephone appointments 21.9% found this fair, 31.4% found this good with 16.1% of patients found this service excellent. Last year 11.8% of patients found this poor compared to this year s survey of 9.9% who found this service poor. Questions regarding patient care and the prescription service offered by the surgery scored extremely high percentages for both good and excellent categories. Previous survey 2012/13 was completed by 17.4% of the practice a decrease of 13.46% Question 2 regarding telephoning the surgery showed that 44.9% of patients were unhappy with the ability to get through on the telephone compared to 35% 2012/2013 Question 4 regarding booking an appointment, 41.9% rated this as poor, compared to last year when only 33.8 % rated this as poor Question 5 regarding the variety of appointment types, 40.6 % found this poor compared to 28.3% last year. Opportunities Internal Threats Opportunities for the future to continue to reach more of the practice patients through the website, which has been updated and a link for Systm One has been added for patients wishing to use online services. Opportunity for the practice to Two Doctors retiring Unable to recruit new GP as GPs moving to overseas locations with at least 4 MK GPs moving or have plans to move in the next 6 months Increasing workload on GPs, with more responsibility from secondary care into primary care Page 5

6 advertise online service further as only 905 patients out of patients have registered for this service. Survey comments have indicated that some patients are still unaware of this new online service. Practice will continue to work closely with the PPG regarding patient appointments. New telephone system installed December Monitoring telephone software being installed March 2014 which will help practice to deploy staff at peak times Opportunities Changes in the NHS might open up opportunities for the practice External Threats Practice unable to recruit new GPs due to changes within the NHS Changes to GPs contract not allowing practice to recruit more staff to meeting patient demands Page 6

7 FORCE FIELD To identify where the drivers and resistors occur from using the SWOT tool and try and ensure the advancement of the practice survey into practice and to be able to provide an Action Plan for the surgery with the PPG Drivers Patient Participation Direct Enhanced Service Patient survey results Patients expectations and demand for on the day appointments Patients relying on GP services more than ever, due to changes within the health service. GPs now providing 90% of contacts in the NHS for less than 9% of the NHS budget Resistors Practice budget being reduced by NHS England Practice List continues to grow but size of building now starting to limit the practice employing many more clinical staff. Two GPs retiring June 2014 The Drivers are strong as the practice is being forced to change rapidly due to patient demand and the major changes happening in the NHS at the moment. Closure of other local services The resistors are strong, costs are a big resistor Page 7

8 2012/2013 Survey Actions taken during 2013 by the practice New Receptionist was recruited and hours of existing Receptionist increased to enable the am and pm teams to operate with 4 receptionists each session New telephone system was installed but not until after the survey was completed, so no benefits to be seen yet until next survey New computer system installed April 2013 with online access for appointments and prescriptions activated October 2013, but uptake by patients has been slow, so further advertising to patients needed. New Health Care Assistant recruited and in placement September 2013 with a training programme organised from September onwards Protected Learning Time sessions were used for staff training and further dates have been secured for CONCLUSION/ACTION PLAN FOR 2014/15 Recommendations for Watling Vale Medical Centre to improve patient access 2014 Practice currently advertising for a new salaried GP for eight sessions per week, due to two GPs retiring in June Once a new GP is recruited this will ensure current level of GP appointments for patients Re- advertise the Systm Online service to enable patients greater access to appointments which can be booked up to six weeks in advance New telephone monitoring software being installed March This will enable the practice to deploy staff to work at peak times to meet patient demand and improve patient access via the telephone. Further improvements to improve patient access 2014 Continuation of in- house staff training during protected times Practice Manager to make sure staff in house training becomes a staff retention tool, which will make the patient experience much better in the long term Quarterly Practice Newsletters to continue and Practice Manager to ensure that these are also published on the website, keeping patients informed of any changes made at the practice. Monitor telephone access using new software and take action where necessary. Page 8

9 SMART/ACTION PLAN Strategic objections for the future of patients registered with Watling Vale Medical Centre Specific Measurable Achievable Realistic Time New New telephones monitoring installed and software being now new installed March monitoring 2014 software purchased by partners Improve patient access via telephone Improve patient access via online services Maintain current level of GP appointments Systm One installed April 2013 and allows the practice to access online services for patients February 2014 practice has advertised for a new full time GP Access to online services switched on October 2013 March 2014 interviews to take place for position Realistically patient demand has increased for access to GP services on the day as less patients wishing to pre- book appointments. Reception has seen its workload increase greatly during Realistically patient demand for access has increased but by March 2014 only 905 patients out of have registered for this service since October Realistically a lot of GPs at retirement age April/May 2014 practice will be able to see peak times for telephones and allocate any staff changes if needed April 2014 practice to promote online services and the benefits to patients for using this service If the practice has managed to recruit a new GP, they will start July 2014 Practice Survey to be discussed at Patient Participation Group meeting 12 th March 2014 meeting cancelled 11 th March 2014 survey therefore ed to group and published on practice website March Page 9

10 Appendix WATLING VALE MEDICAL CENTRE PATIENT SURVEY 2013/2014 Questionnaires were handed out by the practice during October 2013 and available on the practice website during October Total of completed surveys received by the practice was 497, 3.94% of the practice population The questionnaire was the same survey as used in 2012/13 and covered customer service, appointments, patient care and prescription service. Items rated on a scale of 1-4, Poor, fair, Good and Excellent The Questionnaire also asked for basic demographic information on respondent: age range and sex. 15 years 0%, years 1.81%, years 24.51%, %, % and 2.41% declined. Male patients responding 34.21%, Female 53.12% and 12.67% declined See below for results of the practice questionnaire Page 10

11 CUSTOMER SERVICE Q1. How do you rate the way you are greeted by Receptionists at the Surgery? Queseon 1 n/a Answers Q1:- Poor 1.8%, Fair 6.6% Good 45.1%%, Excellent 46.1% and n/a 0.4% Q2. When you phoned the Surgery, how do you rate the ability to get through on the phone? Queseon 2 Answers Q2:- Poor 44.9%, Fair 26.2%, Good 23.1%, Excellent 4.6% and n/a 1.2% Page 11

12 Q3. How do you rate the ability to book a telephone call with a doctor when you have a question or need medical advice? Queseon 3 Answers Q3:- Poor 9.9%, Fair 21.9%, Good 31.4%, Excellent 16.1% and n/a 20.7% APPOINTMENTS Q4. How do you rate the ease of booking an appointment? Queseon 4 Answers Q4:- Poor 41.9%, Fair 28.6%, Good 23.1%, Excellent 5.8% Page 12

13 Q5. How do you rate the variety of appointment times available for booking? For example book on the day, Pre- bookable, emergency & telephone appointments? Queseon 5 Answers to Q5:- Poor 40.6%, Fair 29.8%, Good 23.1% and Excellent 4.8% Q6. During the past 12 months have you ever missed a pre- booked appointment without cancelling? Queseon 6 Never Once Twice Three + Answers to Q6:- Never 89.5%, Once 6%, Twice 2.4% and Three+ 2% Page 13

14 PATIENT CARE Thinking about the Doctor(s) you have seen, how do you rate the following: Q7a. The quality of care they provide? Queseon 7a Answers to Q7a:- Poor 1%, Fair 6.8%, Good 40.6% and Excellent 50.1% Q7b. How well did they explain your health problems or any treatment that you need? Queseon 7b Answers to Q7b:- Poor 2.4%, Fair 6.2%, Good 41.6% and Excellent 48.3% Page 14

15 Q7c. Do you think the Doctor that you saw gave you enough time during your appointment? Queseon 7c Answers to Q7c:- Poor 2.8%, Fair 13.5%, Good 39.6% and Excellent 42.3%. Q7d. Do you think the Doctor that you saw listened to you? Queseon 7d Answers to Q7d:- Poor 2.8%, Fair 8.9%, Good 37.6% and Excellent 50.5% Page 15

16 Q7e. Do you think the Doctor that you saw explained any tests and treatments? Queseon 7e Answers to Q7e:- Poor 2.6%, Fair 7.4%, Good 38% and Excellent 44.3% Q7F. Do you think the Doctor that you saw involved you in decisions about your care? Queseon 7f Answers to Q7f:- Poor 2.8%, Fair 9.9%, Good 35% and Excellent 46.1% Page 16

17 Q7g. Do you think the doctor that you saw treated you with care and concern? Queseon 7h Answers to Q7g:- Poor 2.6%, fair 7.2%, Good 34.6% and Excellent 53.7% Q7h. Did you have confidence and trust in the Doctor that you saw or spoke to? Queseon 7h Answers to Q7h:- Poor 3%, Fair 7.6%, good 32.8% and Excellent 54.1% Page 17

18 Thinking about the Nurse/Health Care Assistant(s) you have seen, how do you rate the following: Q8a. The quality of care they provide? Queseon 8a Answers to Q8a:- Poor 2%, Fair 7.6%, Good 32.4% and Excellent 47.7%. Q8b. How well they explain your health problems or any treatment that you need? Queseon 8b Answers to Q8B:- Poor 3%, Fair 5.2%, Good 34.4% and Excellent 43.5% Page 18

19 PRESCRIPTION SERVICE Q9. How do you rate the ease of ordering a repeat prescription? (including online?) Queseon 9 Answers to Q9:- Poor 9.7%, fair 6.8%, Good 31.6% and Excellent 43.9% Q10. Do you receive your prescription within the agreed timescales of 48 hours? Answers to Q10:- Yes 88.53, No 0.6% and n/a 10.87% Page 19

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