SILLOTH GROUP MEDICAL PRACTICE PATIENT SURVEY/PPG REPORT

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1 SILLOTH GROUP MEDICAL PRACTICE PATIENT SURVEY/PPG REPORT Please follow the link above to access the results of our patient survey for We currently have 29 members included in our Patient Participation Group (PPG). The profile of these members is as follows: AGE Under % % % % % % % Over % GENDER 18 were female 11 were male ETHNICITY 27 British 1 White & Black African 1 Other ATTENDANCE 12 visited the surgery occasionally 10 often 7 very rarely Aims Objectives To participate in the health improvement of the local population To encourage patients to engage in their own healthcare To put forward new ideas to the management of the practice on new services To collate patient views through a survey and to publicise these results Agree action plans and publicise these actions taken from these surveys To have knowledge on issues that impact health Sharing experience and providing feedback Identifying areas with scope for improvement Highlighting excellence Turning knowledge into action Supporting change

2 Promoting self-management Linking into the community Our core opening times are from 8:00 am to 6:30pm Monday to Friday. We are a seaside town and attract a large number of holiday makers during the summer season and out temporary resident population can increase during the summer months so it is essentially that we regularly audit our appointment system to reflect this. In November 2014 the PPG was approached for help in how to improve outpatient appointments system and what they thought about the introduction of an open surgery clinic. Since 2013 we have been unable to recruit a full-time General Practitioner and therefore we are a full two sessions (one day) down on our usual GP staffing levels. This has put increased pressure on our appointment system. We decided to use the GPAQV3 survey again this year although for next year we will consult our PPG to help form a new survey with questions that may be more in keeping with our practice. We ran the survey the week of 2 March The patient satisfaction questionnaire was given to patients attending appointments with a doctor or nurse. Once completed these were then inputted onto our website and published. Our website converts this information into percentages and charts so it is easily accessible for our patients to see. We received 152 replies. An with the patient survey was sent to the members of the PPG for any suggestions and/or comments. The comments we received thought it would to be a good idea to commence an open surgery and also to run it in the morning would be better than in the afternoon. This would hopefully alleviate the huge amount of telephone consultations that were coming in on a daily basis. We commenced our morning open surgery between the hours of 9:00am and 11:00am on 4 January and we ran our patient survey after the open surgery had been running for several months to see if this would achieve better patient satisfaction. A sample of some of the results is as follow: 99% found the receptionists at the practice to be very or fairly helpful. 92% found it very or fairly easy to get through to someone on the telephone. 70% found it very or fairly easy to speak to a doctor or nurse on the telephone. 81% said it was important to be able to book appointments ahead of time. 86% said it was very or fairly easy to book ahead in the practice 59% are seen the same or next day 58% waited less than 10 minutes to be seen with only 5% waiting more than 30 minutes. 81% said you were given enough time when you saw a GP 84% said you were treated with care and concern. 83% described your experience at the surgery as excellent or very good 90% would recommend the surgery

3 Some of the comments we received from this questionnaire were as follows:- Excellent service Very friendly The staffs are friendly and helpful The new open surgery 9-11am has taken the pressure off access whilst it seems a retrograde step at first it actually works. Find doctors and staff very helpful Have always been happy with treatment and care over a long period of time (30 years plus). All the doctors are very helpful. I am very impressed with all aspects of this surgery I have always found them very helpful I think they ALL do a great job In general satisfied In my view the best practice in Cumbria, the 9-11 open surgery is very well coordinated It is a lot easier to be seen since they started open surgery Moved to Silloth a few years ago and I am amazed at the quality of care, friendliness of staff etc. Best doctors in Cumbria. Nothing to add just that our practice is the best. Definitely no complaints. Open surgery is a great idea and seems to be working well. I sometimes struggle to get an appointment on an evening for myself or the children on days I work. Staff always very helpful. Another doctor would ease the pressure Definitely have on favourite doctor, not keen on the other two. I would have rated the practice overall very good or excellent but sometimes the wait to see a chosen doctor can be excessive. However a doctor is always available at short notice. Find it a little behind the times as have seen other surgeries. Would like to see the same doctor then they know who you are and what problems you have otherwise it is not a bad place, just need doctors to stay a bit longer. Telephone consultations would be good and save time

4 Had chest infection and doctor said it would be helped, was not prone to them and I had to explain that I had been treated for bronchitis twice that year Read medical history. Some of the comments from our suggestion box are: New walk in surgery great idea Is it not reasonable for a patient to request to see a male (or female) doctor during open surgery if one is on duty? Sky sports on this TV Put something decent on the TV Thank you for looking after me so well Let us choose who to see in open surgery The open surgery is a good thing Better magazines in waiting room Some of the comments we have received from our PPG group are: There was a good response to Q15 but wonder if it is worth thinking of a small sat morning surgery. Impressed by the speed most people were seen Do we need to try and sell the concept of online booking? That would free up reception time if more people booked on line. It is interesting that there were consistently 2 (occ 3 or 4) people who rated things as poor. As there was only these tiny numbers it would be interesting to know if they had anything constructive to say. Have attended once on first day of open surgery did not know what to expect. Only waited mins. Actually got to see my normal doctor. Seemed okay. Was concerned about possible wait. Only see doctor very occasionally. ACTION PLANS PRIORITY AREAS AND IMPLEMENTION ONE As we were struggling to keep up with demand for appointments we carried out an audit on our current appointment system. Our telephone consultations had increased to the point where it was not becoming manageable in the day to day running of the practice. Patients were getting frustrated trying to chase appointments that had been released in a morning often without success. The idea of open surgery was discussed with members of our PPG and it was decided that a new open surgery would be introduced. Patients suggested having the surgery in a morning rather than an afternoon as it would be better for those patients who worked The result has been a great success with a great many patients complimenting the new system and how well it is ran. The new appointment system has been audited over a period of weeks and this has found that our telephone consultations have decreased with more people being able to be seen on the same day. This has taken a lot of pressure off our appointment system and has enhanced the patient experience. Although it doesn t suit everyone as some people do like to be seen by the same doctor

5 unfortunately we are not able to offer this service in open surgery but patients are encouraged to book an appointment with the GP of their choice if they do not wish to wait in open surgery. TWO Some suggestions have been to put the TV on in the waiting room. We do not have a television in the waiting room but a patient information screen. This allows us to inform our patients about the relevant issues that are of currently relevant. It is useful during the flu season and also for holiday makers and childhood immunisations etc. We are regularly updated by Envisage Coda with new items to add so that the patient is not continually reading the same thing. Another comment was regarding reading material and we will endeavour to make sure we have a better selection of up to date magazines in the waiting area. We have attached a sign in the waiting room informing patients that this is an information screen and not a TV. THREE One of our patients has asked that it should be a reasonable request to ask for a male or female doctor in open surgery. Unfortunately we do not have a female doctor on duty every day and if a patient wishes to see a female GP when it is not her day to be on duty then we would ask that they make an appointment when she is on duty. It would not be feasible to let patients pick and choose who they see in open surgery as this would delay patients being seen. The way we run the surgery is that the doctor will see the next available patient as they have booked in. FOUR A member of the PPG has suggested that we might advertise on line booking more. We now have posters in the waiting area and have also advertised this in our local paper and website. We will shortly be incorporating this in our new practice leaflet. FIVE A member of the PPG group suggested perhaps opening on a Saturday morning. As only 7 people out of a possible 152 people thought this was a good idea the number was not big enough to consider opening on a Saturday morning. However we will perhaps introduce this question in an all new questionnaire next year after seeking advice from the PPG as we would like their involvement next year in creating a new patient survey that is more suitable for our practice. ***** We would like to thank the Patient Participation Group and all those that were involved in taking our patient survey and commenting in our suggestion box.

6 Please keep your comments coming so that we can help each other to ensure that we are delivering the best possible patient care that we can to our patients. Conclusion: Overall we have had a very good response and have a high satisfaction rate. Thank you.

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