STONEHILL MEDICAL CENTRE PATIENT PARTICIPATION GROUP REPORT AND ACTION PLAN 2012/2013

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1 Introduction Stonehill Medical Centre lies in Farnworth and is part of the South East Cluster of Bolton and has approximately 14,000 patients The practice operates to CQC Standards. We have five GP Partners, Drs B D Silvert (M), H Healey (F), N Robbie (F), Z Chowdhury (M) and H Malik (M), together with six Salaried GPs. We also have a Nursing Team with One Advanced Practitioner, One Nurse Practitioner, two Practice Nurses and two Assistant Practitioners who run daily surgeries for minor illness, chronic disease management, phlebotomy, learning disabilities, carers. Our practice list is open and accepts registrations to patients living within the practice boundary. The surgery is open five days per week.. Our opening times are as follows: Day Regular hours Extended hours Monday 9 am 6 pm 6.30 pm 8 pm Tuesday 9 am 6 pm 6.30 pm 8 pm Wednesday 9 am - 6 pm (PM restricted 7.00 am 8.00 am service) Thursday 9 am 6 pm Friday 9 am 6 pm We operated extended hours on Monday and Thursday as part of the Direct Enhanced Scheme. Available appointments include: Emergency Routine appointments Phlebotomy Family Planning Childhood Immunisation Clinic Post Natal Clinic Chronic Disease Clinics Minor Surgery To be booked on the day, all appointments triaged by the Duty Doctor Mixture of appointment s bookable 7 days and 48 hours in advance Appointments with nurse in house, bookable in advance Tuesdays, open clinic 4 pm 5 50 pm Mondays 1 30 pm 4 pm Mondays 1 pm 3 pm Daily with the nurses Weekly Clinic Appointments may be booked by telephoning the surgery from 8 45 am 12 noon and 2 pm 6 pm. We employ a telephone answering service from am, 12 to 2 pm and 6 pm 6 30pm) We intend to make some appointments available to be booked electronically, initially on a trial basis of one month with one GP, but will then extend this to other GPs if it proves successful. Patients may request to see a doctor of their choice, male or female. We have a branch surgery in the Highfield area of Farnworth which serves the patients living in that area. 1

2 Specialist services Our specialist services include Minor Ops (including toenails) / Joint Injections Minor Ops / Joint injections Family Planning, Post Natal Clinic Joint injections, CKD Depression Sexual Health When the surgery is closed patients are advised to contact Out of Hours. This information is communicated via the Practice Website, opening hours notice on the door and via the Practice answer phone message. Patient Reference Group A Patient Reference Group (PRG) was formed in 2011 to ensure that patients are involved in decisions regarding the quality and range of service provided by the practice. The group currently has 8 members of a varied age range, gender, ethnicity, sexual orientation and ability. The group meets twice yearly and is consulted on major changes via e mail. The Patient Survey The patient survey was prepared in draft and passed to the PRG for their comments and adjustment. In October surveys were handed out to patients and were also available to complete on line via the website over a five week period. The results were then analysed by the practice and the report discussed with the PRG via e mail. A report and action plan was produced on the 300 surveys returned. Report Patient Survey Results 2013 Age 13 patients were 24 or under 36 patients were in the age range 84 patients were in the age range 164 of all patients were in the 65 and over age range 2

3 Approximately how many times have you been to see the doctor in the last 6 months? 121 patients had visited the surgery 1-2 times 92 patients had visited the surgery 5-6 times 21 patients had visited more than 10 times in the last six months Are you aware that you can book routine appointments in advance with the GPs and Nurses? 262 Yes 33 No Are you aware that in cases of medical emergency you will be seen on the same day but you will be asked for brief details of your illness to determine the urgency? 268 Yes 28 - No If you have telephoned surgery in the last six months, was the call answered promptly? Yes = 178 No = 99 No reply = 23 Have you seen any improvement in these areas in the last 12 months? Speaking to the Dr on the phone Cleanliness of the waiting room Getting through to the practice by telephone

4 When you last visited the surgery, were you satisfied with the overall cleanliness of? Waiitng Room Consulting Room Patient Toilet When you last visited the surgery. Did you feel : You had confidence in the GPs Were treated with dignity and respect In Bolton, over 50% of patients attending A & E have been treated elsewhere. Are you aware of the services offered by: GPs Pharmacists Dentists Patient comments: Getting through to the practice via telephone is difficult, easier to call in to surgery. Don't visit a lot but services received are OK Excellent service by helpful staff. Glad to have the choice of face to face or telephone appointments which makes it us MORE PHONES OR MORE PEOPLE TO ANSWER THEM NEEDED. ALWAYS ENGAGED NEVER PHONED THE SURGERY Difficult making an appointment with a specific GP Morning telephone service very bad Gutted walk-in centre closed Occasionally put on hold for a while when call was answered. Getting through to the practice still needs improving When making an emergency appointment I feel the receptionists take it upon themselves to diagnose you. Are they tra Please don't revert to phone call appointments, especially for families with kids. Want to be able to see my doctor of choice Getting through on the phone is very difficult. Getting through on the phone is very difficult. From August to October contacting the surgery was very difficult. Excellent all round - outstanding Lot Better, Thank You Completely Satisfied Thank You 4

5 Results of the Patient Survey Concerns Telephone calls not being answered promptly Inability to get through on the phone Speaking to the Doctor on the phone Receptionists asking too many questions of patients Positive feedback Ability to book an appointment in advance with GP and Nurses Medical emergencies will be seen on the day Patients are happy with the cleanliness of the waiting and consulting areas Patients feel they are treated with dignity and respect Action Plan: The results of the survey were discussed with the PRG and the following actions agreed: To discuss and review call handling procedures, on line booking of appointments to be gradually introduced. Update and refresher training re call handling. Discussion with the communication provider regarding efficiency and capability for the volume of calls received. Information regarding services offered by Pharmacists, GPs and Dentists to be added to the website and the electronic notice board. 5