THE TUDOR SURGERY PATIENT PARTICIPATION REPORT & SURVEY 2013/2014 The Tudor Surgery PRG Report 2013/14-1 -
CONTENTS Background 3 Areas of priority for 2013/14 4 2013/14 - Patient survey process 4 2013/14 - Patient survey results 4 Publishing results 4 Continuing recruitment 4 Confirmation of our opening times 5 APPENDICES Appendix 1 - Recruitment Letter Appendix 2 - Patient Recruitment Poster Appendix 3 - Patient Recruitment Hand-out Appendix 4-2013/14 Patient Survey Questions/Results Appendix 5 - Improvement Outcomes from 2012/13 survey Appendix 6 - Areas for Improvement 2014/15 The Tudor Surgery PRG Report 2013/14-2 -
Background The Tudor Surgery formed a Patient Reference Group (PRG) in the year April 2011/March 2012. This has remained a virtual group throughout being communicated via email to ensure we were reaching all involved that were unable to come in for a meeting. Our PRG has constantly growing as we have continued to advertise via posters in waiting area, to give other patients the opportunity to get involved in the PRG. Sign up sheets were available at reception to do so. The objectives were to recruit Patients to become part of the PRG (Core Group) and having recruited those patients discuss the services the practice provides with them with a view to identifying areas for improvement. Having identified key areas for review, a survey was then to be carried out of the wider practice population to obtain their views on the areas highlighted for improvement. To enable us to carry out the survey a wider group of patients were recruited so they can be contacted to complete the survey. Our PRG group was quite diverse having the following demographics: Sex: Female 62.5% Male 37.5% Age groups: 16-25 6.25%, 25-65 53.1%, > 65 40.6% Nationality: British 65.6%, Asian 21.9%, West Indian 9.4%, Eastern European 3.1% Other needs: Learning disability 6.25%, Carers 15.6%, Disabled 3% The survey was carried out using the Survey Monkey website with results being obtained online as soon as they started to come in. Having received the survey results the practice reviewed the information and produced a report for the PRG Core Group for their feedback. Taking into account any feedback received the practice would then draft an action plan to be implemented in the year April 2013/March 2014 and produce this report for publication on the practice website. Following completion of the activities above the Practice had a series of areas to review during the 2013/14 period with a view to introducing changes/improvements where possible. The Tudor Surgery PRG Report 2013/14-3 -
Areas of Priority The areas of priority for 2013/14 were: 1. Waiting time on arrival to see GP 2. Waiting times for routine pre bookable appointments See Appendix 6 for detail on the outcomes for 2013/2014 2013/14 Patient Survey Process In 2013/14 in addition to working on the agreed priorities from last year, the Practice carried out another patient survey again using the Survey Monkey website. Emails were sent out with online questionnaire and to ease the process a simple box filling exercise was adopted with opportunity to add further comments. The use of Survey Monkey meant that Patients could respond to us fairly quickly by just logging into their computer. The benefits for the practice being that the results were collected on line for us to review as soon as they started coming in. Patient Survey Results As mentioned above the results of the patient survey were published online at the Survey Monkey website. Details of the questions & responses are shown in a report see Appendix 4 Publishing Results This report has been produced for the Practice website and will be available for patients to view from 1 st April 2014. PRG Continuing Recruitment To ensure the on going development of the PRG, the practice continue to use all the tools referenced in Appendices 1, 2 & 3 with GP s & Nurses encouraging those individuals who fall into the minority/vulnerable groups to join by asking them to collect an information/sign-up sheet at Reception. The Tudor Surgery PRG Report 2013/14-4 -
Confirmation of our opening times As a result of this survey we have not changed our opening times. They are as follows: You can call the Surgery on: 01923 223724 Monday Friday 0800 1830 The surgery reception is open: Monday Friday 0830 1300 1400 1830 Surgery times are: Monday Friday 0900 12.00 1600 1800 We open evenings/weekends: Alternate Mon, Wed, Thurs evenings 1830-2000 1 in 3 Saturdays 0930-1045 Please contact Reception for more details Outside of these times please call: Herts Urgent Care 111 The Tudor Surgery PRG Report 2013/14-5 -
Appendix 1 The Tudor Surgery 139 Bushey Mill Lane WATFORD, Herts, WD24 7PH Tel: 01923 223724 Fax: 01923 237327 Dr V. R. Lazzerini Dr D. P. Moss Dr C. Andrews Dr K. Plaha Dr N. Sarwar Dear Patient Reference Group The Surgery is continuing to develop our Patient Reference Group (PRG) and is recruiting members to join. You provided your name as someone who might be interested in getting involved, so I have provided further information below on the aims of the group and future activities:- Aims Help the practice improve their services Help the practice make the best use of their resources Improve communication Help to promote good health Influence decisions about which services are provided Offer practical support to the practice Activities Agree with Practice team the priority issues for review Based on the above help to compile a list of questions for patient survey Communicate with practice team electronically as part of virtual PRG Work with practice team to agree action plan based on survey results Work with practice team on an ongoing basis to discuss practice development We hope to have a core group that will meet with the practice team a few times a year and also recruit a larger group of patients whom we can contact via email periodically in order to ask a question or two and gain valuable feedback. If you are agreeable, we would like you to join either group please complete and return the attached form in the stamp-addressed envelope provided. Yours sincerely The Tudor Surgery PRG Report 2013/14-6 -
Appendix 2 Help us to make the services we offer at the Tudor Surgery the very best that they can be Would you be able to use your experience, as a patient, and spare a short amount of time, by post, email or in person to help us improve our services? We would really like you to be involved. For more information please speak to the receptionist or email us on: reception.tudorsurgery@nhs.net The Tudor Surgery PRG Report 2013/14-7 -
Appendix 3 Tudor Surgery - A Patient Group As patients of our practice, we hope you might be interested in joining our patient group. This is part of a national initiative aimed at encouraging the greater involvement of patients in decisions about the range and quality of services provided and over time, planned and funded by the practice. So what does this mean for you? The idea is that a representative cross section of our patients are asked periodically, perhaps two or three times a year - about matters that affect the practice and its patients. Initially we envisage this will be via on-line surveys or by postal questionnaire. One advantage of this is that patients can contribute their views and ideas without committing more time to attending meetings; thus making it more convenient for everyone. If you would like to join the Practice Patient Group, please complete the details below and then leave the form with a member of the Reception staff. We are aiming to get people of all ages, male and female, different ethnic backgrounds, medical conditions and needs so that different points of view can be taken into account by doctors and staff in the practice. Name: Date of Birth: Email: Gender: Male/Female Ethnicity: Age band: 18-30; 31-50; 51-65; 65-80; 80 plus (please circle) The Tudor Surgery PRG Report 2013/14-8 -
Appendix 4 The Tudor Surgery Patient Reference Group Survey - Results 2013/14 Patients were emailed a set of questions relating to the facilities and service provided by the surgery. The list of questions and the responses are detailed below. Question 1: Question 2: Question 3: Question 4: As a result of Patient feedback the Surgery now has an Extended hours clinic each week do you use this facility? 17.7% - Yes, 17.7% - No, 64.7% - unaware of this facility Patients can now contact the surgery by telephone, Internet or out of hours using our automated service are you satisfied with the various ways you can now contact the surgery? 87.5% - satisfied or very satisfied, 6.2% - acceptable, 6.2% - not satisfied To improve waiting times on arrival for appointment we made changes by introducing breaks into clinics, educating patients on consultation lengths & better GP focus on consultation durations has this improved your experience? 50% - Yes, 21.4% - No, 28.6% - Same Are you normally satisfied with consultation & GP s ability 100% - very satisfied or moderately satisfied Question 5: Question 6: Question 7: We have an information screen in the main Patient waiting area do you find the information displayed is useful to you? 73.3% - Yes, 26.7% -No We have recently added another Partner to the practice & now only use Locums to cover holidays can you usually get to see GP of choice when booking routine appointment? 68.8% - Yes, 31.3% - No The waiting area & facilities are continually being reviewed & improved are you happy with the facilities provided? 23.5% - very satisfied, 58.8% -satisfied. 17.7% - acceptable The Tudor Surgery PRG Report 2013/14-9 -
Question 8: Question 9: The surgery offers Same Day appointments for patients requiring immediate medical attention have you made use of this service if the need has arisen? 82.4% - Yes, 11.8%- No, 5.9 not aware of this service Are you happy with the overall services provided at the surgery including staff, facilities & clinical outcomes? 88.2% - Yes I would recommend this surgery, 5.9% - satisfactory, 5.9% - No The Tudor Surgery PRG Report 2013/14-10 -
Appendix 5 PATIENT REFERENCE GROUP Improvement Outcomes in 2013/14 Waiting time to see GP on arrival Patients had informed us via the survey that they found waiting times to see the GP once they arrived for their appointments to be longer than they would like. We spent some time discussing this in a practice meeting and it transpired that this could be the result of several issues: Change in computer software in the summer causing delay to waiting times as staff needed to be trained on how to use this and slower process of simple tasks such as documentation, issuing and printing of prescriptions. Unforeseen medical emergencies during appointments resulting in the consultation to over run GPs are aware of this issue and will continue to focus on time keeping. Some GP s have also included breaks in his surgery to allow some catch-up time during the session. Waiting times for routine pre bookable appointments Patients have also commented on the waiting times for routine pre bookable appointments. Again following a practice meeting we have found that GPs were spending most of their time seeing minor illnesses, since then we have recruited a new Nurse Practitioner to see much of our minor illnesses on a daily basis to ensure GPs have many more routine appointments to offer. It was also obvious that GPs were spending much of their time seeing patients for routine reviews of their stable chronic conditions. Are nurses are receiving further training in this field so that patients who are stable can be reviewed by them and issues to be discussed with GPs should they arise. The Tudor Surgery PRG Report 2013/14-11 -
Appendix 6 Areas for improvement 2013/2014 Based on the 2013/14 survey, the areas that the surgery will be looking focussing on are as follows: Question 1 67.9% patients were not aware of the existence of the out of hour s clinics that we hold each week. We aim to provide a service to all those that cannot attend surgery during the working hours. We plan to advertise these services to increase patient awareness via posters in waiting room, updating our website and practice leaflet with clear times and days of when these. Question 2 96.2% satisfied with methods of contacting the practice. Question 3 although we looked at this area last year and were hoping for an improved outcome, unfortunately there has not been a significant improvement in our waiting times. We feel this has been contributed by the sudden loss of Dr Lewis in summer last year, having huge impact and stress on the team. We had a period of using locums to urgently replace his appointments, to ensure our service to our patients was not affected. We have now since then recruited 2 new partners, Dr Plaha and Dr Sarwar to join our team and are hoping that waiting times are back on track. We also felt, our waiting times were further disrupted in the summer by the addition of new medical software meaning that staff needed to be trained on how to use this system during surgery hours, meaning a slower service. We feel we have made advances since these events and will continue to monitor this service and improve if needed. Question 4 100% satisfaction. We will continue to provide a good service. Question 5 73.3% of patients found our information screen useful. We are currently looking into whether we can add other sources of information on the screen for general medical updates and increasing awareness. The Tudor Surgery PRG Report 2013/14-12 -
Question 6 we have seen an improvement in this service since last year. However many patients have mentioned that it is still difficult to get an appointment with a GP of their choice and waiting times for routine appointments are some weeks away. We have recently added a Nurse Practitioner, Julie Hanyours to the practice, who is able to see patients with minor illnesses. We will also be encouraging our Nurses to see patients for their routine review of chronic diseases. We are hoping this will allow GPs to have more routine pre bookable appointments to see patients sooner. We will continue to monitor this service and make changes if needed. Question 7 100% satisfaction with waiting area. Following our survey last year, we have added new plastic chairs in the waiting area to replace the old material covered ones in keeping with infection control. Question 8 5.9% of patients were not aware of the same day appointments we offer. These are offered to all those who have urgent medical problems that cannot wait a routine appointment. We encourage patients to call the same day to be given an appointment. We will advertise this service on website and practice leaflet. Question 9 94.1% satisfied with the service received from the practice. The reason for the shortfall was waiting times for routine pre bookable appointments, which are currently being addressed. The Tudor Surgery PRG Report 2013/14-13 -