PLAN DO STUDY ACT. Survey Report / Action Plan to be discussed and noted during meeting

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1 PATIENT SURVEY ACTION PLAN Practice: The Phoenix Practice 2013/14 Patient Survey Objective: 1. Welcome back the Patient Participation Group / New Members 2 Patient Survey Questionnaire 3 Patients' priorities and issues - Is there anything we could improve comments? 4 Is there anything particularly good about your health care comments? 5 Chart report ratings against benchmark discussed 6 Practice priorities and issues including themes from complaints 7 Planned practice changes, to discuss, agree and sign off on action plan PLAN DO STUDY ACT 1 PATIENT SURVEY Meeting Thursday Welcomed Members PPG Meeting Introduction of Practice Team Introduce Practice Team Responsibilities GP Representation: Dr Stein Nurse Rep: Christine, Practice Nurse Chair Lila Practice Manager Secretary: Yvonne Tse Admin Rep: Kim Ingrey Reception Rep: Ceili O Donnell Agreed and second by Group Chair: Howard Slater Secretary: Maureen Lee Treasurer: Barry Rothman Members of the Patient Participation Group Patient Participation Members: To be introduced at meeting Responsibilities discussed To be agreed minutes of last meeting Agreed and updated to new minutes Survey Report / Action Plan to be discussed and noted during meeting Feedback on survey report Discussion of changes Agreed and Approved Report on feedback Note changes and what actions agreed and approved by patients Action on outcome of proposals below What was agreed and to be actioned And agreed by Group

2 2 Patient Survey Questionnaire Report Review Benchmark Results Good response 200 Practice benchmarks were higher than National in survey report, and higher than last year s survey except for 3 were slightly lower 1 What is good about the practice Satisfaction results overall good positive comments The patients reported that the results did reflect overall professionalism of the practice as demands grow due to increased list size. 3 Is there anything we could improve comments from patient survey 2 Is there anything could be improved To discuss comments from survey how the following areas could be improved To discuss, agree and signed off on suggestions by group 1 Appointment System 2 Telephone Calls Triage GPs 3 Booking in Advance 3 Longer Opening Times 4 Waiting times to see GP 5 GP Choice 6 Access via website

3 APPOINTMENTS Access to GP s and Nurses. Offering Triage Service by GPs 1 hour call back Advance Access for GP choice Offering Triage service by GPs. GPs call back service within an hour to discuss problems and offer on the day appointment. for emergencies but may have to wait Most patients happy with Triage service and will be seen on the day for emergencies. Rather speak to GP Texting appointments confirmation was very well accepted. Follow Ups for reviews e.g. medication, Antenatal, health checks 1 Appointment System 2 Telephone Calls Triage GPs 3 Booking in Advance 3 Longer Opening Times 4 Waiting times to see GP 5 GP Choice 6 Access via website Advance Access up to 3 weeks non emergencies for GP choice and nurse health checks/review Telephone Triage Consultations Telephone consultations Booking in Advance Bookable appointments are available. Improve routine appointments so as to see doctor of their choice and advance bookings for nurse Call back in 1 hour. New system / mobiles /on line booking Patients leaving messages for doctors to call back Can be done on line and patients encouraged to use Triaging at present has reduced DNAs. (last year 20 in a week, now 10 15) GP choice when next available appointment within 3 weeks. 3 nurses more availability. Patients suggest 10 for those patients that did not cancel Considering more Telephone consultations to be introduced to the practice with our GPs and Locums SMS Messaging service is working well and it is a reminder to patients of appointments. Less cancelled/ forgotten appointments plus online access Online access more patients using Review Clinics during Bank Holidays and Annual Leave More appointments to cope with demand after bank holidays.. Nursing team increased to 3 to provide more health monitoring services to our patients and appointments Admin more book on day appointments to keep up with demand, as less routine appointments after bank holidays. The service the nurses provided is always well received. Can now offer support in chronic diseases to the patients + all other services as in practice leaflet and on website

4 TELEPHONE / TRIAGE ACCESS Telephone access is available from pm and Barndoc call handling Telephone lines should be less busy as messages taken and GPs phone back to discuss problem with the patient. Reception team new and answer phones in timely manner first thing in morning Doctor recalls patient within 1 hour The patient feels reassured and supported by GP. Emergency appointments are still available on the day. Other enquires are dealt with after and 3.00 pm less busy times Three receptionists are available Starter pack for new patients for ease to joining practice and also on line access to advise new patients on registration.. Phones are covered by 3 members of staff at 8.30 and 2.30 pm. New software system so online access available to patients for registration Due to busier times poster has been displayed to ask patients to phone after am and 3.00 pm for other queries. This will free up the early morning and afternoon for telephone access. Admin to incorporate by pass system into main switchboard for more lines Access for patients to order repeat prescriptions and change of personal details. More services on line now booking appointments / ordering RX and registrations / change of details Automated service. Patients do not want automated service, as overall patients prefer to speak to a receptionist doctor or nurse when available. Patient meetings previously did not want this service. At the meeting patients still do not want automated service. During busy times the practice staff now use a practice mobile so as to free up lines for patients. Bypass line to be incorporated into switchboard by Admin.

5 Longer OPENING HOURS The Practice Leaflet has the times of opening and clinics The practice has a commuter clinic for GPs and Nurses Open longer Tuesday pm more appointments to accommodate list size Practice Opens Monday Friday pm Open late on Tuesday evenings for commuter clinic with more appointments To open longer hours 8.00am 8.00 pm The NHS England to do Networking which was discussed but not at this time. Patients not very keen want to see their own GPs and Nurses. Patients not sure of going to other practice and like the service from their local GP surgery. Patients would like longer opening hours. This was considered but more doctors and staff would need to be employed as at present Doctors do home visits. Review prescriptions and do referrals so they can be sent on the day during closing times. At present staff have compulsory and well deserved lunch breaks not to be considered at this time, but possibly in the future.

6 WAITING TIMES At present patients are accommodated for emergencies and advanced bookings. Patients come with a list of problems and need to be rebooked otherwise Doctors runs late. Longer appointments will be given up to 3 weeks as it may not be possible to accommodate earlier with GP of choice. Rebook if cannot deal with all problems. On the day emergencies Patients accommodated with on the day appointment and are informed that they may have to wait. If urgent / emergency can be seen on the day but only for one particular event. If patients need longer doctors will try to accommodate and do not like to make the consultation seemed rushed. Telephone consultations with GP Triage service and emergencies on the day may lead to longer waiting times. More messages are dealt with by the GPs and Nurses. This is proving to be very successful with GPs and patients and emergencies are seen on the day. The triage service it is hoped will also alleviate the pressure at A & E and walk in centres, which is also a NHS directive for the practice Patient has a choice to either wait or rebook on another day if the doctor is running late. Patients to be kept informed if doctor is running late. 48 hour script service NHS & referrals to other services. Our protocol is to have repeat prescription ready within 48 hrs. Electronic service awaiting software and would take doctors more time Referral Management service trying to cut down on waiting times for referrals. Check in system installed for patients so reception have more time to do RX EPS to be reviewed later in the year. Patients can pick up scripts direct from pharmacy. The local pharmacy will deliver to housebound patents.. Patients can contact RMS service on for update. RMS the practice got 97% on sending referrals via RMS service this year.

7 4 Any other comments GP Choice A GP of your choice is available but you may have to wait up to 3 weeks for a consultation A GP choice is still available if need to see a male/female GP Triage service is working well for practice and patients. Does the group agree? Overwhelming Yes Access by Website / s Some patients have asked for this service We now have this service available Group liked the service and more patients coming on line Prescriptions Scripts can be order by fax, post, face to face, on line and pharmacy pick up too. Electronic Prescribing Service to be done when reception staff has had training. Website access is available now for repeat prescription requests from patients. Registrations On line but need to come into practice to complete paperwork We need to capture data from new patients to keep the system up to date before medical records arrive. Nurses doing new patient checks and data entries on all new patients to the practice. Booking on Line On line access for patients Patients need to come in to get their username and id to access on line services This is now set up for on line booking of appointments, repeat prescriptions and change of details, registration queries. Results Other Improvements to surgery To text patients results The group was informed of Improvement Grants, Check In System Couches installed Only normal results could be sent. All carpets remove and vinyl for infection control installed Installed In all clinical rooms Dr Stein informed the group that if abnormal results were sent it would worry the patient. The group though it better to phone in after a week or surgery informs patient of abnormal results. Patients thought it looked much better If desk busy this save time for patients. This made it easier for patients Plans and suggestions Access on line Patients go to reception and register for on line access Patients are using this more and like the service.

8 Patient suggestions Patients want the surgery to stop registering patients as the practice was a lot more busy The group were informed that we could not close the list as NHS England would not approve. We could only close for building works, staff problems etc. need to give notice to NHS England. NHS England to be advised if necessary. PPG Group Meeting The Group were happy to support the practice with lobbying for better services if needed in the community. The group to let us know The group to meet next year unless the Chair felt we should meet earlier.

9 Practice priorities Most suggestions/comments are to do with the above problems Patient Group is welcome to make suggestions / comments about our services. Patients will let us know if there is any innovative ways to support the practice/ Newsletter organised by the group. The group preferred the website. Suggestions / Complaints As above We address all complaints within 3 working days Most patients are happy with our complaints procedure No complaints at present. Any suggestions would be welcome. New faster N3 network installed to make the system faster and software introduced to make access more patient user friendly. Triage service will continue. This reduces A & E attendances and emergency admissions. Patients, Clinicians and staff like the service too. We are confident that we can now move on with this system and provide 1 Appointments access on line 2 Telephone Calls Triage GPs to continue and messages 3 Booking in Advance on line 3 Longer Opening Times not at present maybe networking with other practices, patients not keen. 4 Waiting times to see GP, on line booking will help for access for patients. 5 GP Choice still available 6 Access via website for services discussed above.

10 Care Quality Commissioning To monitor standards and services to patients in the community This body will be responsible for making sure the practice is fit for purpose Patients were overall happy with the service during this difficult time of change. Care Commissioning Groups Have introduced many changes in services in the community with NHS England CCGs will be overseeing health services next year. More Clinical staff to be on this group. Transitional year setting up more services in the community. Still changing. Patient Newsletter With practice staff to help and devise update a possible newsletter with all events and changes of the practice to be posted on the website. To discuss if anyone would like to volunteer The group are happy with the surgery website and choices More changes but together with patients support the practice will continue to meet patients requests and provide a good service to all. Patient Group next meeting to be advised by the Chair. Any other suggestions the practice will be informed. Action Plan was agreed by the Group and will be uploaded to website.

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