PATIENT FOCUS GROUP Review of Patient Survey Caen Medical Centre on Tuesday 7th October 2014

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1 PATIENT FOCUS GROUP Review of Patient Survey Caen Medical Centre on Tuesday 7th October 2014 Attendees Dr Brian Bennett Sue Bennett, Practice Manager (SB) Mary Guest, Practice Nurse Julie Tanton, Administrator Jill Adams Omar Adams Margaret Balment Mitra Broad Jean Dwight Warren Latham Robert Eate Andrew Gill Colin Greenslade Gisela Hale Michael Hayden Roy Lucas Scott Maynard Patricia Shepherd Jon Wensley Welcome/ Introduction SB started the meeting by thanking everyone for taking the time to attend. Many of the patients present attended last time s meeting but for those who had not she explained that the purpose of this meeting was to review the findings of our latest patient survey which we ran in June of this year. The practice is required by NHS England to discuss the results of our survey with a Patient group with a view to looking at our results, compare them with previous year s results and to investigate ways we can improve the services we already offer. We also want to look at progress we had made on last years agreed action plan. Review of Patient Survey SB explained that an external organisation called CFEP is used by the practice to run this survey, they supply the questionnaires which the practice returns to them in envelopes sealed by the patient at the time of completion. The organisation meets government requirements for the purpose of running surveys in general practice. The questions on the survey are wide ranging and about various aspects of the practice e.g. telephone access, appointment availability, reception staff, complaints, services offered by GP and nursing staff etc. This company collates the findings for the practice and also bench marks us against other practices. We have used the same company for a number of years now so this also enables us to clearly compare the results of previous year s surveys. This year we handed out 380 questionnaires to patients attending the practice to see a clinician, of these 304 were completed and returned to CFEP to be analysed, we are required to return a minimum of 25 completed questionnaires for every 1,000 patient

2 registered at the practice (240 for Caen). This year, for the first time three members of our patient participation group attended the practice to hand out some of the questionnaires on our behalf, this was done to try and encourage other patients to complete them and to explain why it was important and how the results help us to develop and improve services. Review of overall patient ratings for the practice SB explained that the chart which had been sent to all the participants before today s meeting shows that 86% of the patients who had responded to the survey had rated the practice as being good, very good or excellent, and that today we wanted to look at those areas where we did not score so highly. In addition all the members of the group were sent a copy of all the patient comments collected via the survey The group was informed that the practice team were very pleased with this overall achievement of 86% as last year s score had been 83%. Also the number of patients rating the practice as poor had dropped from 2% last year to 1% this year and patients rating the practice as fair had dropped from 9% last year to 6% this year. The patient participation group also felt positive about the increase in scores on the previous year and said the practice works hard to provide an excellent service to all patients. SB explained that we continue to receive a lot of praise from holiday makers who visit the practice, who state that they do not have such a good service where they live, some of the patients present also said that they had heard this from visitors to the area. The patients present said that many patients registered at Caen probably did not have anything to compare the care they receive with as they might not have been registered elsewhere for many years if ever, and they should feel lucky to have such a well presented and organised practice. It was agreed that we should start by reviewing the progress the practice had made in the actions agreed with patients at our review meeting last year before tackling this year s results. Many of the patients present today had been at the meeting last year when this action plan was agreed. Review of last year s action plan Telephone Access & Appointment Availability SB explained that the practice received a missive from NHS England in December last year instructing us to change from an 084 number. In March we moved to a local number and increased the number of lines to the Practice from 6 to 8 and installed a further 2 lines for members of the team to make outgoing calls to leave other lines free for patients to call us at busy times. The down side of this change was that patients will receive the engaged tone if more than 8 patients call at the same time. To try and counteract this change in our phone systems we introduced at the same time on-line booking of appointments and to date more than 3500 patients have signed up to on line booking for appointments, cancelling appointments and ordering repeat medication.

3 The advantages to patients using online booking of appointments are considerable and the system is easy to use, on-line appointments are available to book up to 6 weeks ahead and appointments for the same day are available from 6am that morning. Some of the patients present said they were unaware of this facility and others stated that they had used it and found it very good. Everyone present felt that the introduction of online booking had made an impact on both telephone access and appointment satisfaction and this was reflected in our scores as telephone access satisfaction had increased to 53% from 42% and appointment satisfaction had increase to 72% from 61%. It was agreed that the practice should continue to promote on-line access to the wide practice population as it evident from today s meeting that not all patients are aware of this service. Review Meeting We did not manage to hold a follow up meeting to last year s patient survey meeting at 6 months as we were involved at that time in putting in the new telephone number and the on line booking of appointments and wanted to rerun the patient survey to see if this had an effect. Other patient focus group meetings have been held at the practice for services around stroke, mental health and newly diagnosed diabetes and the minutes of these meetings are available on our web site. The following areas were raised for discussion from this year s survey results, these areas were chosen as we scored less than the national average: Telephone access Although our score in this area had increased greatly on last year s increasing to 53% from 42% we still scored less than the national average. The practice was encouraged by the number of patients now registered to use on-line booking of appointments and felt that this must have contributed to our score increasing in the area of telephone access. Those patients present who had used it said it was a great system which was easy to use and would encourage anyone without on-line access to sign up, thus freeing up the phone lines for other patients. The whole group felt this was an area the practice must continue to promote as it was felt if patients signed up and used the system once that they would probably use it again. SB explained to the group that at present it was only possible to make GP appointments available on-line as the booking of nurse and HCA appointments was too complex, e.g. only certain nurses are able to perform certain procedures and certain procedures need more than one appointment slot. She did suggest to the group that the practice might consider making all the GP appointments available to book on-line. One patient was concerned that this would cause problems for patients not able to book on line but she explained that all appointments are available to book either online or via reception.

4 We then discussed possible ways of communicating changes and innovations with the wider community such as the on-line booking of appointments. The following suggestions were made: Asking local publications such as the EX33 magazine if they would run a feature Consider adding a short message to our telephone messages Continue with practice displays and practice newsletter articles, and consider wider distribution of our newsletter to local shops and pharmacies. Reception staff This year s survey produced variable comments about our reception team from polite and helpful to unfriendly. On the whole the group felt we had a good team that were always happy to help. The group said that we are lucky to have some very experienced members of our reception team who have been with us for many years. SB explained that we have had a number of new receptionists over the past months and that it is a very complex role to learn and that being on the front desk can be daunting. The group said that it is always nice to be met with a smile and also nice to know the name of the person you are speaking to. SB asked if the group thought name badges for the reception team would be a good idea and the whole of the group thought this would improve the relationship between receptionist and patient. SB explained that the practice had been forced in the last 12 months to display a poster stating that shouting and swearing at staff would not be tolerated. The patients present were shocked that this should be necessary. SB explained that it was not often but that it did occur and it had become a concern for the practice. Information on Services The group struggled slightly to interpret this area of the survey and was unsure whether patients were commenting on services at the practice, in the local area or nationally. Many of the patients present said that they would consider using the website to search for a particular service but also felt that many patients would come to the medical centre to find out information. The participants present were then given the opportunity to raise areas of concern or areas of interest they wished to discuss or learn about. One patient asked if we could increase the number of blue badge parking spaces outside the practice. SB explained that the car park does not belong to to the practice but to the parish council. A member of the Parish Council was present at today s meeting and said that he would discuss these concerns with the patient at the end of the meeting. One patient asked if it is still correct that a patient can be seen by a GP on the day if that s what the patient requires. SB explained that we do not turn any patient away that needs to be seen. If all the surgeries are fully booked they will be offered an emergency

5 appointment either at the end of morning surgery or at the end of the day. This appointment may not be with the GP of their or at the time of their choice but they can and will be seen. One patient said that he had been told by a female patient registered at the practice they at times it is difficult to get an appointment with Dr Hill quickly. SB explained that we are in the fortunate position of having 3 lady GP s at the practice but they all work part time and that it is usually possible to get a female GP appointment but it might not be the female GP of the patient s choice each time. SB informed the group that after a very difficult year at the practice due to illness amongst the Partners that things have now settled and explained that Dr Mark Fresch has now become a full time partner, Dr Claudia Wafai a part time partner working 3 days per week and Dr Wayne Sturley has been appointed as a part time salaried GP. Feedback The patients participating at today s meeting had been happy to attend the meeting and wanted to help the practice move forward and were happy to help educate the wider population. One patient commented that many of the things we had discussed today were only small things and that we were only really trying to polish a few rough edges and the patients should feel lucky that they are offered such a great service. Many of the participants today stated that they would be happy to attend such meets in the future and appreciated being asked their views on the service we offer and they use. SB explained to the group that we are always happy to receive ideas and suggestions for improving the service we offer and that if any of the group thinks of anything, or if a friend or family member has a suggestion that they should , write, telephone or complete a suggestion slip located in the waiting room Action Plan for Practice 1. To try and improve telephone access to the practice by increasing the number of online bookable appointments and to promote this online service to the wider community considering the ideas suggested by the group 2. To improve the patient experience with the reception staff and introduce name badges 3. To use our media screen and produce waiting room displays about services available at Caen Medical Centre, services in Braunton available to our patients and local support group to try and increase patients knowledge about the services available in their community. Summary It is apparent that communication and education continues to be the key to resolving telephone access at the practice. Everyone present agreed that it is important that our

6 patients are fully aware of all the options available to them when using the services we offer and that we need to continually promote this information. It was agreed that the practice will look at the suggestions raised from this discussion and consider them for implementation. The practice team said that it would be very helpful if the patient participants today could also help spread the word by talking to their friends and neighbours in the village and work as advocates for the practice. All the patients present were thanked for attending and for their proactive input into the meeting. The patients present said that they appreciated being invited to participate and being given the opportunity to comment on a service which is important to them. Meeting closed at 6.30pm

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