Patient participation - Preparing an action plan for

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1 1. Introduction is a 5 partner practice with a population total of 12,603 patients. Hillview is set across two sites. The main site is in the centre of Woking and the other covers Goldsworth Park - a large housing development built in The aim of the overall patient participation group is to ensure that that the group has the opportunity to share their views on what the practice does well and where it can make improvements. We use the views of the group to help shape decisions around the range and quality of care offered by our. We try to make sure that the structure of the group reflects that of the practice overall. 2. Practice demographics Patients Numbers Male patients 6,237 Female patients 6,366 Population total 12,603 Ethnic profile of our patients The ethnic profile of the people (aged 16 years and over), who are registered with the surgery is as follows: Ethnic profile of practice patients % of patients Asian or Asian British 12.5% Black or Black British 2.6% Mixed 0.9% Other 10.0% White or White British 73.9% We have 43 patients in nursing homes and our multiple deprivation score is which is average compared to both the rest of England and our local clinical commissioning group (though the living environment deprivation score amongst our practice population is higher than average). 3. Current access arrangements Opening times: list is open to all and surgery opening hours are: Hillview Goldsworth Park Monday: 8.00am 6.30pm 8.00am 3.00pm Tuesday: 7.30am 6.30pm 8.00am 3.00pm Wednesday: 8.00am 8.30pm 8.00am 1.00pm Thursday: 7.30am 6.30pm 8.00am 3.00pm Friday: 8.00am 6.30pm 8.00am 3.00pm Saturday: 9.00am 10.30am Closed Date: 11 March 2015 Produced by: Audrey Lynas Page: 1 of 7

2 Appointment types: Our appointments are broken down into four categories with appointments that can be booked: on the same day as the patient contacts us two days in advance up to three weeks in advance as a telephone appointment So for those people who feel that their appointment is urgent appointments are available with either our nurse practitioner or a GP on the same day. People can also pre-book appointments to ensure continuity of care. Booking methods: Patients can book appointments via our on-line appointment system, 24/7 automated telephone, by speaking to a receptionist or by coming into the practice (these are all available at both of our sites). 4. Forming the virtual participation group started collecting patient details in 2011 and continues to do so. All patients registering with the practice are given the opportunity to join the group and we regularly hold recruitment drives amongst patients visiting the surgery. Appendix 1 shows the contact form used. This form is available at reception, on our website and is in our new patient pack. Profile of the group Our group has 321 members with a profile as in the charts below: Hillview PPG profile males / females - Feb Female Male Date: 11 March 2015 Produced by: Audrey Lynas Page: 2 of 7

3 215 Hillview PPG profile ethnic Asian Black Mixed Hillview PPG profile age - Feb < Hillview PPG profile frequency of visiting practice - Feb Very rarely Occasionally Regularly 160 Date: 11 March 2015 Produced by: Audrey Lynas Page: 3 of 7

4 5. Improvements made in the surgery during Our contacts with our patient participation group and with our patients over the year indicated three main improvement areas to focus on: Increasing awareness of on-line appointment booking and repeat prescription services On-line appointment booking and repeat prescription requests have been available for some time but the numbers of people who were using them had remained at the same level for over a year. Our aim in this area was to encourage 8% of patients to do this by March 2015 which we have managed to achieve. Developing a strategy to be able to offer appointment reminders by text / as soon as possible We have found software that is compatible with our current patient management system and are now actively trying to ensure that we have the correct and mobile phone details for patients. Once we have managed to clean patient contact details we will buy the additional software and make this service available as soon as possible. We are concerned that cleaning the data might take some time though and will liaise further with our PPG on this. Increasing the privacy for patients in the reception area Our reception area was very open plan which meant that there was little privacy for patients and it was very noisy. NHS England has helped us to pay for glass walls to be fitted behind our reception desk to increase the amount of privacy available to patients in the reception area and to reduce the noise levels. 6. Agreeing priority areas with the patient participation group for We have contacted our PPG during as regularly as they have told us they wish. Our most recent contacts have been in Feb 15 with a request for feedback on what type of areas we should focus on in our annual patient survey and then with a link to the annual patient survey itself. Nine members of our PPG very kindly suggested areas to focus on in our annual patient survey. The main areas that they still felt we should focus on in the annual patient survey were primarily on how we could continue to improve patient engagement through the use of technology, ways in which we might further improve the privacy problems in our reception, and how we might reformat our appointments to make it easier for patients to understand and access them. We used this information as the basis of our survey questions which are available in a separate document Spring 2015 questionnaire format. The survey was conducted via Survey Monkey and was sent to all people who are a part of the patient reference group. Date: 11 March 2015 Produced by: Audrey Lynas Page: 4 of 7

5 There was also: - a link to the survey from our website ( - paper copies of the questionnaire available in reception for patients who prefer to complete paper questionnaires 7. Survey results A copy of the survey results are available in a separate file Spring 2015 questionnaire results. 76 questionnaires were completed on-line and 234 on paper (copies have been kept for reference). The results were sent to all members of the patient participation group and they have been posted on the practice website. A hard copy is available at reception for anybody who wishes to see the results. 8. Action plan I ed a copy of the results and proposed actions to all members of the patient participation group (321 members). I also spoke with 10 patients visiting the surgery to ensure representation from people who do not wish to be a member of the patient participation group. Of the 321 s that I sent, I had a total of two responses, one of which expressed the wish that we start to contact patients by / text and to make it easier to book appointments, with nobody disagreeing with what was proposed. In terms of actions for , the results of the survey that we conducted, the two patient participation group members who responded to the proposed action plan and the majority of the patients that I spoke with all suggested that we concentrate on the following areas: - continue to increase awareness of the on-line appointment and repeat prescription services - develop ways of communicating more effectively with patients via / texts (particularly with regards to appointment reminders and test results) - look for additional ways to improve the privacy for patients in our reception area - consider ways of simplifying our appointment system Therefore the following action plan has been published and sent to all recipients. Area of opportunity Aim Action to be taken Date to be completed & by whom on-line services increase hand out leaflets to April 15 and ongoing - booking appointments awareness and use of the online patients when they come into the practice - repeat services to practice prescriptions services 12% by March 2016 (currently include the leaflet in new patient - medical at 8%) registration packs record viewing give greater focus to this area and ensure information leaflet on the website Date: 11 March 2015 Produced by: Audrey Lynas Page: 5 of 7

6 appointment continue to clean Ongoing cleaning reminders / test mobile phone and data and obtaining results by data that we patient permission. or text have for patients set up a system which will allow us to send test results and appointment reminders to patients electronically (as they wish) source suitable software that is compatible with our current systems reception area increase patient confidentiality in the reception area appointment system re-structure the appointment system so that it is simpler and easier to use obtain patient permission to contact them in these ways set up a communications campaign to increase awareness and test software to enable this service and implement (Dec 15) add dividers to the reception desk to decrease noise levels and increase confidentiality move the patient signing in screen so that it is further away from the reception desk have a line / lines put onto the floor for patients to wait behind to increase confidentiality for those speaking at reception change appointment types to those available: - in advance - on the day August 2015 test software December 2015 purchase and implement software April 15 practice July 15 practice August 15 practice April 15 practice evaluate any issues that result from this change and revise the approach if appropriate End June 15 practice Date: 11 March 2015 Produced by: Audrey Lynas Page: 6 of 7

7 Appendix 1 contact form for the patient participation group JOIN OUR GROUP Help us to improve our services by joining our virtual patient participation group. If you are happy for us to contact you periodically by please complete your details and return this form to a member of staff or post it in the secure box on the main reception desk. Name:. Address: Postcode:. This additional information will help to make sure that we try and speak to a representative sample of patients that are registered with this practice. Are you? Male Female Age Group: Under Over To make sure that our contact list is representative of our local community please indicate which of the following background you would most closely identify with. White English Scottish Irish Welsh Mixed White/Black White/Black White/Asian Caribbean African Asian/British Asian Indian Pakistani Bangladeshi Chinese Black/British Black Caribbean African Black British Any other ethnic group How would you describe how often you come to the practice? Regularly Occasionally Very Rarely Thank you for completing the contact form - we will be in touch soon. Date: 11 March 2015 Produced by: Audrey Lynas Page: 7 of 7