Tong Medical Practice. Local Patient Participation Report

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1 Tong Medical Practice Local Patient Participation Report Tong Medical Practice has an active Patient Reference Group since The group is chaired by Dr Moulson and includes representation from its patient members, Business Manager, Patient Liaison Officer, Personnel Officer, and guests from Healthy Lifestyle. There are 12 PRG members, aged between 45 years and 70 yrs, and are white male and female. We continue to attract new members to the group through practice newsletter, waiting rooms, local venues. In addition to this, the practice Patient Liasion Officer continues to canvass for new members. This year there has been an increase in the turnover of the PRG group. We have targeted new groups and recruited new members to represent young women with children. We are looking to attract the younger age groups through the development of the new website via survey monkey. In addition to this, as part of the integrated care pilot we are working with the 4 bowling hall practices to hold an patient engagement workshop in early spring with a view to signing up a wider group of members to represent the views and voice of the community. Representatives from Health Partnerships, Healthy Lifestyle and volunteers from PPG groups will be supporting us to plan the event. Following direct feedback from patients, this year s patient survey was developed to capture the views and thoughts on what changes and improvement patients would like to see at the practice. The co-ordination of the patient survey was led by Patient Liasion Officer and discussed at the Patient Participation Group meeting. The results of the survey were analysed and discussed at the Patient Participation Group. In agreement with the Patient Participation Group a number of priority issues were discussed and actions were agreed to be implemented as outlined below. To further develop the Practice Website To make available facility for on line repeat prescription To implement touch screen booking system To help alleviate pressure in queues by dedicating an area of reception and staffing to deal with queries To introduce online patient surveys as well as conducting face to face patient survey In agreement with PRG we agreed to continue to meet twice a year and to consider to link in with the patient forums for the neighbouring practices as part of the integrated care programme

2 Tong Medical Practice. Patient Survey Results , We are aware patients were experiencing some difficulty getting through the phone. We have since reviewed our phone service. Have you experienced an improvement in the phone service? Answer : 67 % yes 33% no Would you like to receive information on what number you are placed in the telephone queue. Answer: 86% yes 14% no 2, We are aware patients sometimes queue to book in their appointments with the receptionists at the front desk. Do you think it would be helpful to have a touch screen booking in system when arriving for your appointment. Answer: 63% yes 37% no 3, We are aware patients often need some help with completing repeat prescriptions forms. Do you think it would be helpful to speak to a dedicated member of staff to help complete forms or deal with queries as appropriate. Answer: 55% yes 45% no 4. We are in the process of further developing the practice website. Do you think it would be useful to order your repeat prescriptions through the practice website? Answer: 47% yes 53% no

3 PATIENT FEEDBACK Results of patient Survey 1) You Said you were fed up of waiting in a queue to book into your appointments We purchased a touch screen booking system so you don t have to queue anymore 2) You Said you wanted help and advice about completing prescription forms and general queries We have dedicated a member of staff at the front desk to help you with your queries 3) You Said you wanted more privacy at the front desk We are signposting patients to queue away from the front desk to give you your personal space 4) You Said you would like to order your repeat prescriptions online We have further developed the practice website so you can now order your repeat prescriptions on line

4 Action Plan Previous Year In the patient questionnaire, patients said they have difficulty getting through on the telephones, and it was suggested that we change the 0844 number to a 03 numbers. During the last six months we have been negotiating with several telephone providers with regards to changing to a different number. Although we agreed to move our extended hours from a Saturday to a Wednesday evening, our patients said they did not use our extended hours on a Wednesday evening. Our patients said they would like a walk in clinic at lunchtime rather than a late evening. As a result we did put a proposal to the PCT to move our extended hours Wednesday evening surgery to a walk-in clinic operating between 12.30pm to 1.30pm Monday to Friday. This option was turned down by the PCT. Action plan Priority What How When To make better us of IT technology New Practice Website On line repeat prescriptions Demonstration of website to PPG group Gather Comments & Feedback Patient representative volunteered to work with manager to test website before launch Feb 2013 To help alleviate pressures for queues On line touch screen booking system Ask patients views about a touch screen booking system March 2013 Link up with practice next door to find out about their experience of system and its uptake with patients Staff resource To resource more members of staff at

5 front desk to deal with queries To get wider representation of patients On line patient survey To develop a on line patient survey/blogs/questions to gather patient views via survey monkey to help generate and capture interest of younger age groups. Links in with Integrated Care Pilot To link up with PPG of 4 practices in bowling hall to share views and experiences. Volunteers from the PPG groups of the 4 practices to come together and help plan a patient engagement event and increase sign up of members to represent the views of the community. Spring 2013 Information around services and opening times are available on practice website as follows:-