GRANVILLE HOUSE MEDICAL CENTRE ANNUAL REPORT 2014/15

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1 GRANVILLE HOUSE MEDICAL CENTRE ANNUAL REPORT 2014/15 Granville House is a long established practice working from a purpose built surgery covering the areas of Adlington, Anderton, Heath Charnock and Rivington. We also have some patients in Chorley, Horwich and Blackrod. Since the practice area was changed in 2005, we no-longer take new patients from these areas. Unfortunately, if patients move from within the new boundary we will no longer be able to keep them on and they must register with an alternative practice. In April 2013, the practice registered with the Care Quality Commission (CQC) and is working to ensure that the standards we have worked to, continue to be high. On the NHS Choices website, the practice scored 88.8% in the category The proportion of patients who would recommend their GP surgery. This puts us in the top 25% of national scores. The practice has 4 full time partners Dr Daniel McAllister Dr Rebecca Boyes Dr James Edwards Dr Anne Brickwood. As many of you will know Dr Boyes is leaving the practice at the end of April, having been here since 1999, we are in the process of recruiting a replacement for Dr Boyes. We have been a training practice for well over 10 years, with both Dr McAllister & Dr Brickwood being GP Trainers - and have seen many GP registrar s become fully qualified GP s. In fact one of our current partners was a GP registrar here. During the past year our GP registrars have been Dr Kathryn Ramsdale - who now works as a ship s doctor Dr Rebecca Cruickshank who is now a GP in another local practice Dr Roisin Porteous who is currently on maternity leave but will complete her training later this year (she had a baby boy in January) Dr Jack Hardman is still in his registrar year and is due to finish in August this year Dr Nabiha Baqai replaced Dr Porteous & will also complete her training in August this year We also have other GP trainees (ST 2 s) who come to the practice 2 ½ days a week for a period of six months. Granville House Medical Centre May 2015 (version 1) Page 1

2 Both Dr Boyes and Dr Edwards undertake training for 3 rd year medical students we usually have 2 students for 3 days a week for a month at a time over a period of 6 months per year. We would like to thank all the patients who have been good enough to spend time with the medical students. It is important that they learn to take accurate medical histories and have good communication skills; we would be unable to help them learn these invaluable lessons without your help. We have 4 nursing staff:- Sister Vickers who specialises in Diabetes, this year she will complete a two year course to become a Nurse Practitioner Sister Draper who specialises in COPD & Asthma Nurse Morris & Health Care Assistant Miss Corby In addition we have 12 administration staff lead by the Practice Manager Mrs Linda Kershaw. For the first time, this year we employed an apprentice, Miss Shannon Merritt. She helps the administration and reception staff. As a practice we are lucky to have a very low turnover of practice staff, however over the past year two longstanding members of staff have retired. We have been lucky in being able to replace them with staff who although not as experienced are, extremely professional, helpful and courteous and are proving to be an asset to the practice. With this in mind it is sad that during the past year we have been obliged to put up a notice in reception stating that verbal abuse towards the staff will not be tolerated. As well as staff directly employed by the practice we also have a number of attached staff who are employed by the local Chorley and South Ribble Clinical Commissioning Group (CCG). These include physiotherapist, phlebotomist, podiatrist, midwife, Health Visitor and District Nurses Granville House Medical Centre May 2015 (version 1) Page 2

3 Count Practice Population The prevalence of ethnicity at the practice is low and a breakdown of the practice population for age and gender is listed below Practice Population Males Females White British Irish Gypsy or Irish traveller Other white White &black Caribbean Mixed/ multiple ethnic groups White &black White African &Asian Practice Patient Reference Group (PRG) Asian/Asian British Indian Pakistani Bangladeshi Chinese Other Asian Practice PRG Black/African/Caribbean/Black British Other African Caribbean Other Black Arab Any other (no ethnicity recorded) Practice PRG The list size at the beginning of the year was 8197 and at the end of the year ( ) was This is an average of 2077 patients per partner. During the year the practice had 85 births and 79 deaths. Other mixed Granville House Medical Centre May 2015 (version 1) Page 3

4 In total the practice offered over 28,000 GP appointments and over 11,000 nurse appointments. In addition to this we also offered a daily telephone consultation service and home visits for those unable to attend the surgery themselves. Approximately 7 home visits are made each day. The DNA (did not attend) rates are monitored for GP and Nurses. During the year 2014/2015 there were 411 patients who did not attend their appointments, in some cases several times. As a result of patients who did not attend, there were 540 missed appointments. The majority of these were for the Asthma and COPD clinics. When the surgery is closed we are covered by Chorley Medics during the period 2014/15 they were contacted 1322 times by our patients. (March 14 Feb 15) Accident & Emergency attendances There were 1328 patients who attended the accident and emergency department which totalled 2189 visits made. The graph below details the number of attendances in and out of hours when the surgery is open and also the date and time when patients were seen. Granville House Medical Centre May 2015 (version 1) Page 4

5 Practice Referrals The practice monitors all referrals on an annual basis, routine and urgent. There were 2246 routine referrals made to secondary care from the 1 st April st March 2015 and 271 referrals made for an urgent appointment to be seen within 2 weeks within the same time period. The practice has seen an increase in the referrals made compared to the same time period for 1 st April st March Complaints and Compliments Complaints The practice received 11 complaints during the year, some of which were about secondary care services and we followed these up on the patient s behalf. Where possible, patients were contacted to discuss and resolve their specific complaint. This was not also possible, as some were posted anonymously on the NHS Choices website. Where this happened, a comment was posted on the website inviting the patient to contact the practice manager, but no contact was made. One specific complaint mentioned that the patient had not been told that there was a long wait to see the clinician. Reception staff are now more diligent in informing patients if there is a delay. Compliments 8th August 2014 A compliment was sent to the Chorley & South Ribble Clinical Commissioning Group (CCG) via Adult Services (Lancashire County Council). The daughter of newly registered patient was extremely impressed with the nurse s New Patient Health Check and the care given to her father. 9 th September 2014 A comment was posted on the NHS Choices website from a patient who feels lucky to be registered here and thanks us for the fantastic service. 18 th September 2014 A telephone call was received from a patient praising the way that they were treated the previous day when they had fallen. The receptionist had given them an emergency appointment and the doctor they saw was charming. Granville House Medical Centre May 2015 (version 1) Page 5

6 22 nd October 2014 A comment was posted on the NHS Choices website praising the doctors and reception staff and commenting on how supportive everyone is. 5 th November 2014 A letter was received from a daughter of a 94 year old newly registered patient who was extremely impressed by everyone at the practice and commented that it would be wonderful if more surgeries were like yours. All the above comments are in addition to any comments that were received via the Friends & Family Test (FFT) and the Patient Participation Survey (PPG). Significant Events The practice is always striving to improve its performance, one of the ways of doing this is through regular significant event meetings at which the whole practice team discuss specific events, either positive or negative which have shown that there are ways to improve our working practice. One of the things that have changed during the course of the year is the way that the practice now deals with results for x-rays, ultrasound scans etc. as these are no longer given out over the telephone. Patients over 75 named GP As part of a Government initiative each patient over the age of 75 has to be allocated a named GP. The named GP will be responsible for co-ordinating the patients overall care and wellbeing in conjunction with the other GP s and nurses who work at Granville House along with other health and social care professionals. Each month patients who reach the age of 75 that month are written to and advised who their named GP is. Summary Care Records Summary Care Records are a summary of clinical information deemed useful in the event of emergency care. This information is made available to other health care professionals and includes allergies, adverse reactions and medication. You can opt out of sharing this information should you wish. Further information about this can be found on the following website - Health & Social Care Information Centre (HSCIC) NHS England has comissioned a programme of work to gather information to improve the quality of care for all. The role of the Health & Social Care Information Centre (HSCIC) is to ensure that high quality information is used appropriately for this purpose. Granville House Medical Centre May 2015 (version 1) Page 6

7 Family history, vaccinations, diagnoses, referrals, all NHS prescriptions along with personal identifiers such as date of birth, postcode, NHS number and gender are extracted from our system. This information is then used to analyse patient care, improve healthcare, advance customer services and increase accountability. The information collected from our records will be linked to information from hospital records. Once the information has been linked together, the details that identify you, such as your date of birth and postcode, will be removed and replaced by a reference number. This data may then be sent on to other accredited third parties. You can choose to opt out of this should you wish. You can find further information about this on the following website - Virtual Patient Reference Group The practice conducts an annual patient survey to help us to understand how the services that we provide can be improved. The practice has 85 registered members of the Virtual Patient Reference Group (VPRG) who are consulted either by or letter on the content of the questionnaire and what they would like to see included prior to this being published on the practice website for all registered patients to complete. A full report can be found on the practice website Friends & Family In January 2015 we introduced the friends and family test. This is a simple way to provide feedback on the practice and the service we provide. The feedback can be provided in written form (forms available from the practice) or by completing the online test on Any feedback given is reviewed and where possible any issues raised are addressed and improved upon. The feedback can be viewed on Medicines Management Team We have a designated Medicines Management Team led by Mrs Williams our Medicines Co- Ordinator who liaises with the local CCG on prescribing matters. The other members of the team Mrs Hurst and Mrs Kopciowski are responsible for repeat prescriptions. During the last year many patients have signed up for Repeat Dispensing this is not available for all medication, but some medication can be authorised so that it is dispensed automatically each month for six months, this saves you ordering it every month. Also the Electronic Prescription Service (EPS) is a service whereby your prescription is sent electronically to your nominated pharmacy, you do not have to come to the practice to collect your prescription and then take it to the pharmacy, and you just go to the pharmacy and collect the items that you have ordered. If you would like to sign up for either of these services please ask to speak to one of the team and they will be only too happy to help you. Granville House Medical Centre May 2015 (version 1) Page 7

8 Patient Access We have been offering patient s the ability to book appointments through patient access for some time now, this facility has been extended this so that patients can not only book appointments with doctors but can now book some appointments with our nursing team. In addition on the day appointments are now available on-line. These appointments will be visible, to anyone registered for patient access, at 8.00 a.m. in the morning. You can also order medication through patient access and look at aspects of your medical record. If you want to know more about Patient Access please look on our website and follow the links provided Practice website The website is a valuable source of information about the practice and we endeavour to keep it up to date. The website was visited 85,140 times during the past 12 months There were 1439 repeat prescription requests through the website in March We have 528 subscribers to the website newsletter. The newsletter is produced on a bimonthly basis and the practice aims to keep this as succinct as possible. Patient Information Noticeboard The practice introduced an additional noticeboard in the patient waiting area under the TV monitor designed to keep patients informed of what is happening within the practice. The board is updated on a regular basis and will display information regarding any changes to services that are provided and also information regarding health promotion. Information leaflets will also be available for patients to take away with them regarding any topics that are displayed. Influenza During the 2014/15 flu season we identified the following numbers in at risk group Children Aged were immunised Patients aged under 65 with a Chronic Disease i.e. Asthma, Diabetes 869 of which 442 were immunised Patients aged over of which 1369 were immunised Shingles A new shingles campaign was introduced this year patients eligible for the vaccine were in the following ages groups all patients in these age groups were sent a letter to offer them the vaccine. Granville House Medical Centre May 2015 (version 1) Page 8

9 Aged 70 (birth date ) 113 patients of which 77 have so far been vaccinated 17 patients have declined the vaccination Aged 78/79 (birth date ) 119 patients of which 86 have so far been vaccinated 14 patients have declined the vaccination This campaign will continue until August this year and those who have not been vaccinated will continue to be offered the vaccine when they attend to see one of the nurses Smears 1667 in last 5 years Winter Planning Since October 2014 we have participated in the Winter Planning scheme offering additional surgeries each week. The Quality and Outcomes Framework (QOF) The Quality and Outcomes Framework (QOF) is the annual reward and incentive programme detailing GP practice achievement results. The QOF is split into the following two domains: Clinical Domain Public Health Domain Within each domain are individual indicators which set out the target, intervention or measurement to be recorded within a specified time period. QOF is a voluntary process for all surgeries in England and was introduced as part of the GP contract in QOF awards surgeries achievement points for: Managing some of the most common chronic diseases, e.g. asthma, diabetes Implementing preventative measures, e.g. regular blood pressure checks The extra services offered such as child health care and maternity services The quality and productivity of the service, including the avoidance of emergency admissions to hospital Compliance with the minimum time a GP should spend with each patient at each appointment Achievement In 2014/15 the practice achieved 538 points out of 559 points available. Granville House Medical Centre May 2015 (version 1) Page 9

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