Leeds Road Practice PATIENT PARTICAPATION REPORT March 2012

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1 Leeds Road Practice PATIENT PARTICAPATION REPORT March 2012 Overview This report sets out the work undertaken by the Patient Representative Group (PRG) and the practice in the last 12 months. The PRG developed and undertook face to face discussions with patients to answer the practice survey, which has enabled us to identify short, medium and long term issues The report is broken down into the following areas: 1. A profile of the practice, PRG and Virtual PRG. 2. The re-establishment of the PRG and setting up of a VPRG. 3. How the survey was devised and carried out. 4. Method and results of the survey 5. The practice improvement plan and how it was devised. 6. Progress made to date 7. Confirmation of practice opening hour. Practice, PRG and vprg Profile GROUP Age Range Practice PRG vprg % Age Gender M F Ethnicity White British Other white Other (9 less than 0.5% in each) Disability Disability is not coded on the clinical system The practice has a growing population of approximately patients located from our northern boundary of the A59 to the river Wharfe in the south and 30% of our population would be classed as rural.

2 Patient Representative Group and Virtual Group The practice already had a PPG who had already had varied but limited involvement over the last 15 years. The primary aim was to reorganise the group so that it represented our population. To that end, new members were sought out to represent the various areas of population and where possible a spread of age also. The groups were set out as follows: Harrogate Town Pannal & Burn Bridge Weeton and Huby Spofforth and Follifoot We also aimed to collect names and addresses of patients that wanted to be involved but couldn t commit to the time of meetings quarterly to cteate a virtual PRG that could complete surveys and queries online etc. Now 12 months on the group have a Chairman and secretary and are interested in being involved in the wider role of influence with the local Clinical Commissioning Group where possible. It has been difficult to recruit members in the age group but we have one individual that is interested on return from university. Practice Survey, Results and Action Plan The group reviewed last years national survey results and felt that this was probably not a true reflection of actual service delivery. They felt that the questions could be ambiguous and it wholly depended on the patients understanding of the GP systems. They therefore agreed to carry out a similar survey with patients face to face in surgery in paper format so that a broader survey could be carried out. This was carried out in April and May 2011 and was completed by 241 patients. The results were collated manually and publicised on the practice website from September The results were extensively discussed at our September meeting and it was felt that the action Plan should be categorised into Short, Medium and long term objectives. Short term: a. Advising patients clearly what services we offer as the survey shows there is confusion. b. Better publicity of opening hours and Out of Hours Contacts c. Better publicising of the ability to book appointments online. d. Notice in newsletter to inform patients of the appropriate use Duty Doctor and Telephone Doctor Clinics

3 All these are to be achieved by the practice reviewing and reducing the number of notices around reception where possible and at the front door. All new patients registering are to be advised of the online service. The publicising of opening hours on website, appointment cards, newsletters and at front doors of all surgeries to be a priority. These notices should be clearly visible and prominent but not in a manner that can overload the patient with information. Informative articles of patient information in relation to use of Duty Doctor and Telephone clinics to reduce the current trend for misuse by a minority and thereby enabling the more urgent cases to be seen in a safe and timely manner. Medium Term a. Review the procedure that we inform patients of results and compare to Moss and Partners who obtained a higher satisfaction in this area. b. Identify what areas can be improved upon in the contact with receptionist area. Identify whether the lower satisfaction response is due to face to face or telephone contact with the receptionist. It should be highlighted that the reception score across all local practices were equally comparable and there was very little difference. Due to the nature of their role there will always be a element of negativity. Receptionists do not make clinical decisions but manage patient requests on various matters called upon. They must seek information for clinicians, in order that decisions can be made promptly and in a clinically appropriate manner. Receptionists should be supported in there role through refresher training in customer services, telephone manner, conflict resolution and disability awareness an area that the Practice Manager will look into. c. A short survey of our virtual patient group will be conducted in order to ascertain the wishes of our patients in regards to extended hour services. This survey to be carried out after Xmas in 2012 d. Any future survey that records patient s views on waiting times in the future should ensure that it does not reflect those patients who are waiting for the Duty Doctor which is a sit and wait clinic due to the complexities that can arise from urgent need. Long Term a. Various issues came out of the survey in regards to the layout of reception. Many patients were concerned that they could be overheard when discussing personal information. A notice is on reception that if patients require to discuss personal issues to please inform the receptionist.

4 b. Secondary to this was the fact when the characteristics of those hearing difficulties. The layout of reception is the only way that this could perhaps be improved upon which would be looked at closely should the practice undertake any refurbishment in the future. Other areas to address was the reception for counter height for patients in wheelchairs and the inability to have appropriate face to face contact with the receptionist Summary of Patient Survey It was noticed and discussed that overall the practice give a high standard of service and all staff should be commended upon this given the high pressures upon all staff. Particular areas include the high score given in regards to clinical feedback from Doctors and nurses to patients and also the high percentage of patients that have identified care plans compared to other practices. The results of our survey and action plan that was incorporated into our September 2011 meeting was publicised on our website. Patients were notified of this through our quarterly newsletter. What we have done Cleared notices around the practice were possible. Replaced opening hour signs The practice website made user friendly with clear details of services available (website averaging hits per months. Improved our newsletter and publicising quarterly so that easily updateable material is available. Patients also have the ability to sign up to e-newsletter so not only those that come into the surgery will be notified. Employed external trainer to conduct in house communication skills training. New Patient leaflet produced. Evaluating results and the appointment system. New phone system to be installed in June General Practice Opening Information Opening Hours The surgery is open (excluding Bank Holidays): Monday, Wednesday and Friday Tuesdays Thursday 8.30am to 6.00pm 7.30am to 6.00pm 8.30am to 8.00pm

5 Out of Surgery Hours At all other times care is provided by the Out of Hours GP Service on For medical advice call NHS Direct

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