Hockwell Ring Medical Practice Results, Recommendations and Response

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1 Results, Recommendations and Response 30 The Green, Luton Throughout the months of September to December 2013 Healthwatch Luton conducted a review of GP Services. Listed below are the patient survey results, observations analysis and any recommendations for improving services at, 30 The Green, Luton. Survey Results Total number of respondents = 15 AGE OVER 65 FREQUENCY ETHNICITY WHITE BRITISH CARIBBEAN IRISH AFRICAN FREQUENCY ETHNICITY PAKISTANI DID NOT SAY FREQUENCY 2 1 GENDER FEMALE MALE FREQUENCY 11 4 DISABILITY YES NO FREQUENCY 2 13

2 Survey Results Q1. Is it easy to get through to your surgery on the telephone? % of respondents stated it was not easy to get through to the surgery on the telephone. The following comments were provided: Just engaged Always engaged I find it easier to just walk down Q1. Q2. Can you book your appointment online? Q2b. Would you use this service if available Q3. Does your surgery send you an appointment reminder text message? Q3b. Would it be/is it helpful to you? All respondents stated that they could not or were unsure if they could book their appointments online. Q2. 53% of respondents stated that they would use an online appointment booking service if it were available. of respondents stated that they would use an 73% of respondents stated that the surgery does not send them an appointment reminder text message. Q2b. 73% of respondents stated that an appointment reminder text message would be helpful to them. Q3. Q3b.

3 Survey Results Q4. Are you happy with your surgery s opening hours? % of respondents were not happy with the surgery's opening hours. The following comments were provided: Wednesdays only half day Needs some Saturdays Earlier mornings would be good Q4. Q5. Is the building accessible and patient friendly? Q5b. Are you happy with wheelchair access/pram access? % of respondents were not happy with the wheelchair/pram access of the surgery. The following comments were received: It has no ramp or auto doors. The little step is a pain I can t get in without help It s the 21 st century so an automatic door is long overdue Q5b. Q5c. Are you happy with the waiting room? Q5d. Is the waiting room child friendly? % of respondents stated that the waiting room is not child friendly. Respondents provided the following comments: Toys would be good Kids need more to keep them busy They have a TV so if they could have more programmes for children it would help Q5d.

4 Survey Results Q5e. Are you happy with the toilets? Q6. Can you get an appointment for when you need it? % of respondents stated that they could not get an appointment for when they needed it. Respondents provided the following comments: Roughly 2-3 weeks before I can get an appointment It can take longer than I want A few weeks in most cases This is my only criticism of the place Q6. Q7. Is there enough privacy to talk to reception in confidence? % of respondents felt that there was not enough privacy to talk to reception in confidence. Respondents provided the following comments: They have a side room available if you ask There s a private room on the side Reception are fantastic but there needs to be more confidentiality there Q7. Q8. Is it clear for you to know when it is time to see your doctor (system in reception for alerting you to see your doctor)? Q9. How long after your appointment time do you normally wait to be seen? Minutes Less than 5 5 to 15 More than 15 Frequency % of patients stated that they waited for more than 15 minutes after their appointment time to see their GP. Sometimes even one hour more than half hour but that s not always the case It can get long Q9.

5 Survey Results Q9. Q10. Are there any language barriers when communicating with staff or doctors? Q11. Is there the right information/leaflets available at your surgery of specific interest to you? % of respondents stated there is information of specific interest available at the surgery. Q11. Q12. Do you think your surgery should have water available in the waiting room for all patients? % of respondents stated that there should be water available in the waiting room. The following comments were provided: It should be a standard thing When I m waiting for a hour yes they should have water but if I was in and out in 10 minutes I don t think so As long as kids don t play with it Q12. Q13. Do you only see a certain doctor in your surgery? Q14. Do you avoid any doctors? 27% of respondents stated that they avoid a particular GP. The following comments were provided: One GP was rude to me Doesn t seem that interested to be honest Really spoke down to me before I prefer to see a female GP Q14.

6 Survey Results Q15. Do you have confidence and trust in your doctor? % of respondents have confidence and trust in their doctor. Q15. Q16. Do you feel your doctor listens to you and considers your opinion? % of respondents feel that their doctor does listen and consider their opinion. Q16. Q17. Do you feel you have enough time with your doctor? % of respondents stated that they felt they did have enough time with their doctor during their appointment. Q17. Q18. Do you feel you are involved in decisions about your care and treatment? % of respondents stated that they felt involved in decisions about their care and treatment. Q18. HEALTH WATCH LUTON

7 Survey Results Q19. Overall, how do you rate the doctors at your surgery? Score Very Poor Poor Ok Good Excellent Frequency % of respondents rated the doctors at the surgery as either good or excellent. Q19. Q20. Are the staff (reception/practice manager) at your surgery helpful and understanding? All respondents stated that staff are helpful and understanding Q20. Q21. Do staff listen to you? All respondents stated that staff do listen Q21. Q22. Do staff treat you with respect? All respondents stated that staff treat them with respect. Q22. Q22.

8 Survey Results Q23. Overall, how do you rate the staff at your surgery? Score Very Poor Poor Ok Good Excellent Frequency % of respondents rated the staff at the surgery as either good or excellent. Q23. Q24. Overall, are you happy with the quality of care, treatment and service you receive at your surgery? % of respondents stated that they were happy with the overall quality of care, treatment and service. Q24. Q25. Do you have any suggestions for improving the system/service provided at your surgery? Respondents provided the following areas for improving the service at the surgery: more appointments available, Weekend and longer openings, more confidentiality at reception, better telephone system, water available in waiting room, toys and books for children in the waiting area and more availability of female GPs.

9 Survey Results Q26. Would you recommend your surgery to other people? 93% of respondents would recommend the surgery to others Q26. Q27. How would you score your doctor s surgery? Score Description Very Poor Poor Ok Good Excellent Frequency % of respondents rated the GP surgery a score of 4 or 5. Q27.

10 Observation Results vember 2013 The Green, Luton ASSESMENT CRITERIA POSITIVE NEGATIVE ADDITIONAL COMMENTS Building Condition external Building Condition internal Good Good Wheelchair/Pram access? Condition and location of toilets? Good Small step and no automatic doors Fire exit location and signs t clear from waiting area Hearing loop system in place? Water available in waiting room? Clear signs for rooms, opening hours, toilets? Can be clearer in waiting area Comments/Complaints Box available? (incl pens/paper) Confidentiality/Privacy at reception? Yes There is a side room available Range of Literature/Leaflets available? Yes Information available in non English? Is this promoted? On request but not advertised Patient participation Groups? If yes, Is it advertised information visible Are hand sanitisers available? Online appointment booking system available? Appointment Text message service available? Electronic check in at waiting room? Translation services? Where is this publicised? Is there a payphone? Tissues available in waiting area? Are sicknotes free of charge? Can patients sign up without going on a waiting list? Can patients access information on their records? Medication history etc how easy is it? Is there a charge? Yes Yes Yes Yes Patient can liaise with the practice manager to view personal records

11 Summary The results of both the patient survey and observations at, The Surgery are generally positive. There is a high level of satisfaction (93%) with the overall service provided. There is a good level of patient satisfaction around staff and GPs at the surgery with 87% of respondents scoring staff and 93% of respondents scoring GPs as either good or excellent. Recommendations based on Patient Survey and Staff Observations Healthwatch Luton has identified areas where improvements can be made in order to maximise the patient satisfaction levels and enhance the patient experience. The following 18 recommendations are based on the data obtained from the patient experience questionnaire and observations conducted by Healthwatch Luton staff: 1 The implementation of an online appointment booking system. 53% of respondents stated that they would use an online appointment booking system if it were in place. This could provide greater ease of access and alleviate pressures from reception considering 20% of respondents stated they found it difficult to get through to the surgery on the telephone Response: Response: Response: We plan to put this into place in the coming next 3 months. We are constantly reviewing our appointment system with a view to making it easier for our patients to get an appointment of their choice. Unfortunately, there are still many patients who do not attend for their appointment and do not cancel it wasting a lot of surgery time. from June 2014

12 Recommendations 2 Greater promotion of the appointment reminder text message. 73% of respondents stated that their surgery did not send appointment reminder text messages. 73% of respondents stated that an appointment reminder text message would be helpful to them. Information about this service needs to be promoted widely by staff at the surgery and patients need to be made aware that this service is free of charge. Response: This was implemented and came into force in January 2014, we are going through the process that patient details are up to date. We have notices in reception and staff confirming patients details are correct and up to date. January The availability of a private area/room for patients to discuss their needs privately and in confidence. 33% of respondents felt that there was not enough privacy to talk to reception in confidence. Response: There is a private room next to reception desk, that can be used for a private area for patients. We will endeavour to produce a plan to improve patient experience when speaking to receptionists in the coming weeks. We will ask each member of staff if they feel that they require further training in dealing with patients and their expectations.

13 Recommendations 4 Clear and visible signs in the reception area informing patients of: a) Their right not to disclose sensitive information in an open environment. b) The availability of a private area for patients who wish to discuss matters with reception staff in confidence. Response: Reception staff highlight to patients that there is a room next to reception and they do not have to disclose any information if they don t want to. Also a notice has been put up highlighting these services. 5 The implementation of an electronic check in system in the waiting area to promote patient confidentiality and to reduce queuing times. Response: We have a self-service patient check-in system in place. It is in a prominent position in the Reception area; we do on occasions switch it off due to children playing around with the system. 6 The availability of water for patients in the waiting room. 47% of respondents stated that they would like to have water available. Considering 67% of respondents stated that they are waiting for more than 15 minutes to be seen the availability of water is highly recommended. Response: Disposable cups are kept for this purpose in the kitchen (behind reception). Patients are aware of this and ask the receptionist if they require water. A notice has gone up highlighting this service.

14 Recommendations 7 Clear and visible signs informing patients that reception staff can call for a taxi if required. Response: This can be requested from reception, with most people having a mobile phone this is not a request we get often or at all. 8 Clear and visible signs in the waiting room highlighting the fire exits, consultation rooms and toilets. Response: This is to be implemented in the next month. March The implementation of a hearing loop system to ensure the surgery meets its obligations under the Equality Act Response: We are looking into resourcing this. May 2014

15 Recommendations 10 The availability of children's' toys and books in the waiting room as 40% of respondents did not find the waiting room child friendly. Response: This were removed on the advice of previous PCT, due to Infection Control policies. We have no plan to reintroduce these in keeping with current Infection Control policies. Also the tv channel is for health information only and not to tune into bbc, itv channels etc. 11 The creation of a Patient Participation Group. Staff to ensure promotional literature about the group is well publicised within the surgery and patients are encouraged to join. This information should be publicised in different languages and in an easy-read format. Response: This was advertised in vember 2013 and the exercise is ongoing, we are finding it difficult to get enough people interested to join our PPG, even as a virtual one. Ongoing Hand sanitisers made available and visible in the waiting area for patients. Response: This is available in reception; we sometime have it out of sight and is available on request.

16 Recommendations 13 The availability of tissues in the waiting area. Response: These are available from reception; we do keep them out of sight. 14 The implementation of automatic/power assisted entrance doors. 33% of respondents found the building hard to access for people with wheelchairs/prams. Improved accessibility via the entrance doors would ensure the surgery meets its obligations under the Equality Act Response: We will be looking at improving the current reception area and door access by putting a ramp in to the door. 15 Clear and visible signs informing patients that information is available in different languages and formats on request. Response: Our website is available in different languages. We also do have staff that can speak different languages and that provide translation services or clarification on specific matters. Signs highlighting these services have gone up in reception areas.

17 Recommendations 16 Clear and visible signs advising patients to inform staff if they need a translator service. Response: This is available from reception. A sign has been put up if patients need a translator. 17 Staff to inform patients of waiting times when 15 minutes or more. Response: This is always done by the reception staff as Doctors maybe running late due to emergencies or home visits. Patients are kept informed. Also patient appointments may take longer than planned and patients are made aware of this. 18 Consideration for Saturday opening times and a review of the current opening times. Respondents stated that the surgery currently closes in the afternoons. Extending the current hours and considering Saturday openings will provide more appointments as 47% of respondents stated that they cannot get an appointment when they need it. Response: The GP Partners will look into this, currently we do provide extended hours on a Monday evenings. Also we are open throughout the day as we do not shut for lunch. We are also putting extra nurse prescriber clinics in so we will have a nurse 4/5 days a week. Signed by: Teerath Kainth Date: 3 rd March 2014

18 Recommendations Healthwatch Luton would like to take this opportunity to thank all the staff at Hockwell Ring Medical Practice for their assistance. We are happy to hold further discussions with your practice regarding the above recommendations and to discuss how Healthwatch Luton can further assist your practice to ensure a high standard of care and patient satisfaction is in place. BLENHEIM ASHCROFT MEDICAL PRACTICE CENTRE RESULTS

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