Birmingham GP SURVEY REPORT. Griffins Brook Medical Centre 119 Griffins Brook Lane, Birmingham B30 1QN

Transcription

1 Birmingham GP SURVEY REPORT Griffins Brook Medical Centre 119 Griffins Brook Lane, Birmingham B30 1QN

2 Contents Foreward & Background The Process Griffins Brook Medical Centre Patients Survey Results Patient Survey - Our Findings Practice Manager Questionnaire Results Practice Manager Questionnaire - Our Findings Environmental Questionnaire Results Environmentlal Questionnaire - Our Findings Recommendations Page

3 1 Foreword & Background The GP Survey was rolled out across the City of Birmingham in vember Healthwatch has written to GP s throughout Birmingham advising them of the proposed plans to visit surgeries and consult with patients and GP s about their own surgery as part of Healthwatch s ongoing work and commitment to championing on behalf of individuals using health services and to promote Healthwatch s vision and function for building effective working partnerships. The survey is primarily to gather the views of the general public who are currently using health services. We have taken the time to consider the best approaches of engaging with the public to gather their views and opinions on health services. We have also looked at how services are delivered by practices. Upon this notion, we have decided to review this information by implementing a practice manager survey. In addition to this, we have environmental survey to review any environmental factors that we may need to take into account in the evaluation of services. We have therefore compiled three questionnaires centreing on various aspects of the service we wish to review. This is set out below: Patients Accessing services Registration of new patients Recording systems Equality and Diversity Ensure services are compliance with legal standards Services policies and procedures Review of policies and services against current contracts Practice Managers Accessing services To review systems online and manual systems Registration To review registration procedure and systems for each practice Recording systems Equality and diversity Services policies and procedures Environmental We will look at the environmental factors during the visit and feedback to each practice as part of this review. What we hope to achieve is a clear information pathway on local health services that are currently delivered to the general public. As part of our ongoing work, we will promote the work of Healthwatch by supplying information and building awareness on our services to the general public and individuals actively involved in health and social care. GP Survey Report - Griffins Brook Medical Centre Foreword & Background 3

4 2 The Process Healthwatch has completed a six stage process chart to assist with understanding the survey its aims and outcomes against each criteria: Healthwatch Birmingham will consult with local GP s, NHS England, CCG Groups and PPG to advice on the plan for the survey and our vision for shaping health services. The survey results will be collated and information will then be summarised A draft report will be produced and sent to each GP practice manager for review. Comments on the survey are welcome and will be added to the report, the report will then be finalised. The information will then be collated and transferred to a central database. We will look at the information and then analyse the data before compiling a report, we will then feedback our results and make recommendations. We will then present our findings to each local GP and ask for feedback within a time period this will be 28 days. The GP survey is not a formal inspection, however will be used alongside other forms of data intelligence to assess the effectiveness of standards adopted by GP surgeries. As a leading organisation championing on behalf of health and social care users, Healthwatch Birmingham would like to engage with various users groups to assess current service provision and identify how services can be improved further. Healthwatch has referred to a number of data alongside the survey mandate including the reviewing of recent CQC report and information obtained from Healthwatch feedback centre. Within the scope of the survey, reference is made to patient satisfaction and how this impacts on services; also paying regard to the following standards of practice. Respecting and involving people who use services Care and welfare of people who use services Safeguarding people who use services from abuse Assessing and monitoring the quality of service provision The survey themes capture the above standards and are a useful way to assess the service provision of each practice with key patient experience themes. A final report will then be compiled and presented to each GP surgery. The information will then go public, the full report will then to available online to the general public. GP Survey Report - Griffins Brook Medical Centre The process 4

5 2 Six stage process 1 Let us know your availability 2 On the day... Healthwatch Birmingham will write to local GP s in each of the Clinical Commissioning Groups in Birmingham requesting dates for the survey to be completed. We will carry out two short surveys, the surveys will take less than 15 minutes to complete Let us know your available dates by ing us at info@healthwatchbirmingham.co.uk at Healthwatch, alternatively you can write to us using the self-addressed envelope provided. Once we receive confirmation of your dates we will schedule these visits to your surgery Questionnaire will be completed by Patients & Practice Managers. Healthwatch will also complete a Mystery GP shopping exercise. PATIENTS - Accessing GP services PRACTICE MANAGER - Information systems & services 3 On completion of the survey 4 Feedback report GP practices will receive feedback on our initial findings GP s will be given an opportunity to feedback on the survey and any information they wish to add to the survey notes Healthwatch will then formulate a final report, using all sources of information available to us. The final report will be then presented back to GP s. Information will then be collated for each GP surgery. We will analyse the data from the patient questionnaire, the practice manager questionnaire and the mystery shopping exercise and compile a summary report 5 The final report 6 THE END The final report will be sent to the each GP and will then be shared publically. Health watch will pass this information on to the following agencies: The final report will be available online along with recommendations. This information will only be used to drive forward health services and highlight the good work that is being done presently For enquiries on the GP survey please contact us Healthwatch Birmingham on GP Survey Report - Griffins Brook Medical Centre or visit our website The process 5

6 3 Griffins Brook Medical Centre The surgery is located in the Bournville area of Birmingham and is in close proximity to local amenities. The registered clinicians at this practice are: Dr Helen Parsons & Dr Neha Modi. The practice consist of nine staff comprising of five reception staff and four nursing staff. In addition to this there is one practice manager overseeing operational activity for the surgery. The surgery has a patient base of 3,000. The practice offers the following services: Travel clinic Blood test n NHS service prescription Private services consist of Occupational Health Service The above list is no exhaustive Opening times of service are displayed below: Monday 8.30 to / 2.00 to 6.00 Tuesday 8.30 to / 2:00 to 6pm Wednesday 8.30 to / Closed Thursday 8.30 to / pm Friday / pm Saturday / Closed Sunday Closed / Closed Appointment are offered via: Internet service By telephone Routine appointments are available and the option of weekend appointments are available at the surgery. In addition to the above, the surgery offers home appointments. Registration of new patients The option of online registration is available at the surgery. The website lists the boundaries applicable for registration. Equality and Diversity The practice has limited information on this, however there are translation services available. Services policies and procedures The practice charter for patients is available at this practice and is located on the website. Our findings Healthwatch conducted a site visit on the 8th December This was a planned visit. Staff were very open to us being there and happy to discuss the practice. From observations of staff working and their interactions with patients, it would appear that the staff have pride in their place of work and it reflected in their customer service approach. There was a good range of information for patients to learn about involvement opportunities and ways in which to provide feedback. I was impressed that there was a notice on the door for people to see on exit and what seemed to be a dedicated involvement opportunity notice board. On the whole it was positive experience and the perfect setting for the first visit. GP Survey Report - Griffins Brook Medical Centre Griffins Brook Medical Centre 6

7 4. PATIENT SURVEY RESULTS

8 4 Patient Survey Results Do you live in the city of Birmingham? % said they are Birmingham residents 0 Gender Male 3 70% said they are female Female 7 Age Group Under % said they are between 26 and 40 years old and over Over 65 4 GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 8

9 4 Ethnicity White % said they are of white ethnicity Mixed 0 Asian or Asian British 0 Black or Black British 0 Chinese or Other 0 Do you consider yourself to have a disability? 6 60% said they considered themselves to have a disability 4 How many times in the last 12 months have you used your GP? Once 2 More than once 8 80% said in the last 12 months they d used their GP more than once Is it easy to get through to your surgery on the telephone? % said it is easy to get through to your surgery on the telephone GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 9

10 4 Are you able to access same day emergency appointments? % said they are able to access same day emergency appointments Can you book your appointment online? 5 50% said they can book an appointment online 5 Does your surgery send you an appointment reminder text message? 6 60% said the surgery sends them an appointment reminder text message 4 Can you get an appointment for when you need it? 8 80% said they can get an appointment when they need it 2 GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 10

11 4 Are you aware that you have access to your records online? % said they are not aware that they have access to their records online Do you want to have access to your own GP records? % said they want access to their own GP records Are you happy with your surgery s opening hours? 9 90% said they are happy with their surgery s opening 1 Is the building accessible and patient friendly? % said the building is accessible and patient friendly 0 GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 11

12 4 Are you happy with wheelchair access/pram access? % said they are happy with wheelchair access/pram 0 Are you happy with loop hearing facilities? % said they are not happy with loop hearing facilities Are you happy with the waiting room? % said they happy with the waiting room Are you happy with the child-friendliness of the surgery? % said they are happy with the child-friendliness of the surgery GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 12

13 4 Are you happy with the location of the toilets? 6 75% said they are happy with the location of the toilets 2 Are you happy with the car parking facilities? % said they are happy with the car parking facilities Is there enough privacy to talk to reception in confidence? % said there is not enough privacy to talk to reception in confidence Is it clear for you to know when it is time to see your doctor? % said it is not clear for them to know when it is time to see their GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 13

14 4 How long after your appointment time do you normally wait to be seen? Less than 5 minutes 5 to 15 minutes % said it normally takes 5 to 15 minutes to be seen after their appointment time Particular time minutes 2 Are there any communication barriers when communicating with staff or doctors? % said there are no communication barriers when communicating with staff or doctors Do you access interpreting services? 0 100% said they do not access interpreting services 10 GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 14

15 4 Is the right information/leaflets available at your surgery of specific interest to you? % said the right information/ leaflets available at their surgery is of specific interest to them Are easy read materials accessible at your surgery if required? 9 90% said easy read materials are accessible at their surgery if required 1 Do you think your practice should have water available in the waiting room for all patients? % said they thought their practice should have water available in the waiting room for all patients Do you only see a certain doctor in your surgery? 7 70% said they only see a certain doctor in their surgery 3 GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 15

16 4 Do you avoid any doctors? 1 90% said they do not avoid any doctors access 9 Do you have confidence and trust in your doctor? % said they have confidence and trust in their doctor access Do you feel your doctor listens to you and considers your opinion? % said they feel their doctor listens to them and considers their opinion Do you feel you have enough time with your doctor? % said they feel they have enough time with their doctor GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 16

17 4 Do you feel you are involved in decisions about your care and treatment? % said they feel they are involved in decisions about their care and treatment Are the staff (reception/practice manager) at your surgery helpful and understanding? % said the staff (reception/ practice manager) at their surgery are helpful and understanding Do staff listen to you? % said staff listen to them 0 Do staff treat you with respect? % said staff treat them with repsect 0 GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 17

18 4 Overall, are you happy with the quality of care, treatment and service you receive at your surgery? 9 90% said they are happy with the quality of care, treatment and service they receive at their surgery 1 How would you score your doctors surgery? % said they would score their doctors surgery 4 out of Would you recommend your GP to family and friends? % said they would recommend their GP to family and friends GP Survey Report - Griffins Brook Medical Centre Patient Survey Results 18

19 4 Patients Survey - Our Findings Being a small practice with two doctors, patients were seen within a five minute duration of their arrival. Patients were called via the waiting room and we note there were no problems with appointments being facilitated during our time of visit. The proximity of space between the waiting area and the reception desk offers patients some ease for open communication with the reception staff and if confidential issues need to be discussed by patients, there is some leverage there to do so. Appointments Patients commented on the various ways they are able to access services for booking same day and appointments in general. A number of patients indicated that they were able to access appointments without difficulty. Some patients expressed difficult sometimes getting through on the phone. On a whole patients were happy with the flexibility of services provided for appointments. Your surgery Patients were asked a number of questions about their surgery and facilities that are available and are being utilised by patients themselves. Most patients indicated that they were happy with the services provided at the surgery. Most patients stated that the building was accessible, while some patients were unsure about hearing loop facilities being available at the surgery. Most patients indicated that they would be happy if the practice had water available in the waiting area of the surgery. Doctors and staff Most patients were happy with services deployed by their GP. Information services Most patients highlighted that they were happy with the level of information available at the surgery. Feedback highlights: Patients were content with the Practice on the whole Even though it was a very open reception area, the patients were aware and confident that they could speak to reception in private if needed A parent said she thought they could do with a few more toys in the waiting area to make the Practice slightly more child friendly. Being the first time that interviews had been conducted, it was not easy to explain to patients why the survey was being conducted, compared with similar Office for National Statistics surveys which had a prepared script to read at the beginning. This explained the scope of the survey briefly and allowed a seamless entry into the interview process. GP Survey Report - Griffins Brook Medical Centre Patient Survey - Our Findings 19

20 5. PRACTICE MANAGER QUESTIONNAIRE RESULTS

21 5 Practice Manager Questionnaire Results 1. What ways are current patients able to access online, physical services at your surgery? There is an appointment system in place at the surgery we have used appointment vision system for the last three years. 2. What are the current average waiting times for appointments at your surgery? 24 hours. 3. What options are available to patients for same day/emergency appointments? We have appointment cards and this is advertised on posters as an alternative way to book. 4. What systems are used to inform patients about services delivered at your surgery? Appointment cards, website ace management led passport. GP Survey Report - Griffins Brook Medical Centre Practice Manager Questionnaire 21

22 5 5. Are patients given a choice in seeing their own GP/Gender preference when setting up appointments?. There is also monthly patient groups facilitated at the surgery. 6. What is the registration process for individuals wishing to register at your surgery? Standard. There is also the online service which is also available. 7. Are there any exemptions to individuals registering at your surgery?. 8. How do you manage/monitor critical profile information for patients on registration? i.e. safeguarding emergency Coding on system LD. Screening audit. 9. How do you monitor critical profile information for patients? Reg system carers name focus on carers. GP Survey Report - Griffins Brook Medical Centre Practice Manager Questionnaire 22

23 5 10. Do you have way of managing patient database for various patient user groups & situations? 11. How is key carers information recorded and monitored for patients who are assisted in this way? The practice uses patient info audit. Here is also a feedback tool dates log. In addition to this the practice also has regular patient user group meetings. 12. Do you have a number of carers recorded for your surgery? The surgery currently has a set audit completed for carers. There is currently about 40 carers. 13. What range of communication methods are currently used to communicate with various patients? The surgery currently offers the following to patients with communication needs: sign language and community language hearing loop system. 14. Do you know of the amount of people with visual or hearing impairments? If yes, what are the number? Unknown at the time of visit. GP Survey Report - Griffins Brook Medical Centre Practice Manager Questionnaire 23

24 5 15. Does your GP use the LD screening tool to identify a patient with a learning disability? Unknown at the time of visit. 16. Do you have wheelchair accessible services?. Parking is good. Thinking of doors but practice may be in the process of moving. 17. How do you advertise Patient Participation Groups to patients at your surgery? Leaflets available. Details also provided on the noticeboard. 18. How often do they meet? What subjects do they discuss? Frequency not provided joint agenda. 19. What are the topics of discussion at these meetings? t provided. GP Survey Report - Griffins Brook Medical Centre Practice Manager Questionnaire 24

25 5 20. Do you have a complaints procedure? Is it available to patients?. 21. How do you manage patient feedback on accessing services? Patient MORI survey. Partners share appraisals. 22. Do you have a Patient Charter available to patients at your surgery? Patient charter available. This information is also provided via the website. GP Survey Report - Griffins Brook Medical Centre Practice Manager Questionnaire 25

26 5 Practice Manager Questionnaire - Our Findings We were able to speak to the practice manager about the survey about the role of Healthwatch and how we would like to shape future health services by completing the survey. The practice manager was particularly keen to hear about the GP survey and was able to offer some feedback on the current service provision and how improvements are being made to the service. GP Survey Report - Griffins Brook Medical Centre Practice Manager Questionnaire - Our Findings 26

27 6. ENVIRONMENTAL QUESTIONNAIRE RESULTS

28 6 Environmental Questionnaire Results 1. Building condition external Adequate parking including two disabled parking bays. The surgery signage is clear. 2. Building condition internal The premises was clean and there was sanitiser available for use. 3. Wheelchair/pram access. Wheelchair and pram access was available for patients requiring these facilities. 4. Condition and location of toilets Toilet were clean and tidy. 5. Fire exit location and signs Fire signage clear lighting clear access fire doors free GP Survey Report - Griffins Brook Medical Centre Environmental Questionnaire 28

29 6 6. Hearing loop system in place?. 7. Water available in waiting room?. Water is not available in the waiting area. 8. Confidentiality/Privacy at reception?. Good space and support area. 9. Comments/complaints box available? Inc pens and paper.. Complaints information was available and visible at the reception area. 10. Range of literature/leaflets available? Literature and leaflets available and evidence were captured as part of HW observations during the visit. 11. Information available in non English - is this promoted?. Translations services clearly advertised. GP Survey Report - Griffins Brook Medical Centre Environmental Questionnaire 29

30 6 12. Patient participation groups? If yes, is it advertised?. Patient participation information available and evidence were captured as part of HW observations during the visit. 13. Are hand sanitisers available?. Sanitisers are available for use in the reception area of the surgery. 14. Online appointment booking system available?. 15. Appointment text message service available?. 16. Electronic check in at waiting room?. 17. Translation services? Where is this publicised?. GP Survey Report - Griffins Brook Medical Centre Environmental Questionnaire 30

31 6 18. Is there a payphone?. Patients are able to use the telephone on reception if required. 19. Tissues available in waiting area?. 20. Are sick notes free of charge?. Sick notes are free of charge. 21. Can patients sign up without going on a waiting list?. 22. Can patients access information on their records? Medication history etc how easy is it?. Patients are able to sign up by using information from the vision system. GP Survey Report - Griffins Brook Medical Centre Environmental Questionnaire 31

32 6 Environmental Questionnaire - Our Findings On close observation we note that there was good space between the reception area and the waiting room. A play area was available at the practice and the waiting area was no combusted. There was adequate parking and the use of two parking pays The website list car parking facilities. The practice is purpose built and has disabled access. We observed healthwatch leaflets available for patients in the waiting area. Healthwatch would like to thank the practice manager at Griffins Brook Medical Centre, the staff team and all patients for their contribution on the day of the survey. We look forward to receiving your feedback. GP Survey Report - Griffins Brook Medical Centre Environmental Questionnaire - Our Findings 32

33 7 Recommendations The survey was conducted in a two hour duration, regrettably we were only able to supply a small sample of surveys. It would be advantageous to develop these results further in order to ensure a full comprehensive survey results and analysis. 1 Most patients indicated that they are able to get appointments when needed. The survey highlighted the difficulties some patients experience due to the phone being engaged or the practice sometimes becoming busy. This could impact on patients and on their well-being. 2 Given the practice patient base levels and the current staffing, there was little evidence to suggest that standards are not being met. It would be appropriate to assess the management and staffing levels if service delivery becomes compromised as this could impact on patients. 3 During the survey some patients highlighted that it sometimes busy to get an appointment with the same doctor. This could be further discussed as part of the work of the patient participation group and the practice management. 4 During the survey some patient indicated that they were unsure about easy read leaflets and services for disabled individuals it would be useful if this information was displayed clearly at the practice. 5 Recording systems, it was difficult to gauge the effectiveness of the current systems around how carer information is captured and how carer s details are managed for this practice. GP Survey Report - Griffins Brook Medical Centre Recommendations 33

34 7 6 The LD screening tool system for this practice is in progress, however it would be useful if this tool could be implemented and promoted heavily within the surgery. 7 Consideration to be made about a water machine being available to patients. Most patients interviewed as part of the survey indicated that they would like to have water available at the surgery. GP Survey Report - Griffins Brook Medical Centre Recommendations 34

35 Birmingham Telephone: Healthwatch Birmingham, PO Box 16875, Birmingham, B16 6TN