VESTA ROAD SURGERY Dr R Berman & Dr K Abokarsh 58 Vesta Road London SE4 2NH Tel: 020 7639 0654 Fax: 020 7358 9930 www.vestaroadsurgery.co.uk Practice Profile: Patient Participation Direct Enhanced Service Report under the DES Directions 2012/2013 The purpose built surgery is situated on top of Telegraph Hill, close to main A2 and well served by public transport. It serves an ethnically and economically diverse population of 4400 patients. We are contracted to Lewisham PCT and we are open Monday to Friday 8am-6:30pm and Saturdays 9am-12:30pm. Our aim is to provide an easily accessible high standard of clinical care to our patients in a relaxed and friendly environment Our practices population profile in addition to the internal and external survey statistics which has also helped us to identify patients and engage with Patient Participation group as well as the underrepresented group is as follows: Practice Population Profile: Ethnicity Numbers on Practice Population Percentage White 2215 50.34% Black Caribbean 515 12% Black African 520 12% Other black group 115 3% Black mixed 58 1.30% Indian 52 1.18% Pakistani 17 0.39% Bangladeshi 6 0.13% Chinese 66 1.50% Vietnamese 16 0.36% Other ethnic non-mixed 175 4% Other ethnic mixed 96 2.18% Other black ethnic 4 0.10% Other Asian 5 0.11% Other Ethnics 6 0.14% Not-Known/refused 687 12% Total 4553 1
White Black African Black mixed Pakistani Chinese Other ethnic non-mixed Black Caribbean Other black group Indian Bangladeshi Vietnamese Other ethnic mixed Practice Population age/sex group Age Group Under 16 17-24 25-34 35-44 45-54 55-64 65-74 75-100 Total Male 344 166 551 612 380 144 69 50 2316 Female 406 214 611 423 298 127 91 67 2237 Total 750 380 1162 1035 678 271 160 117 4553 5000 4500 4000 3500 3000 2500 2000 1500 1000 500 0 Under 16 17-24 25-34 35-44 45-54 55-64 65-74 75-100 Total Male Female Total Establish a PPG comprising registered patients only and use best efforts to ensure PPG is representative. Vesta Road Surgery has developed a Patient Reference Group in 2008 which represents the diverse patient population of different ages, ethnicity and a wide variety of different needs. The PRG comprises of patients who are registered at the practice only and the purpose of this group has been to make sure that patients are involved in decisions about the range and quality of services as well as any changes provided by the practice. This includes obtaining support from the group as well as other patients for a new development in the recent months. 2
Regular adverts are placed on our practice website as well as posters in the waiting room which enables patients to join the group. Steps Taken to Reach Patients that were non-respondent patients:- This has been achieved by an ongoing advertising campaign with leaflets directly inviting the patients who visit the surgery and posters in the waiting area. The Practice also telephoned and spoke face to face with patients from hard to reach groups. These patients were non respondent to the PPG Meeting. In particular Patients with Substance Misuse Problems and patients aged between 18-30 years. The Questions that were asked are as follows:- 1. How do you feel about the services provided by Vesta Road Surgery? 2. Is there anything you are not happy with? 3. Is anything that can be improved? Overall the patients said they are happy with the services we provide. The following results from the previous surveys have also helped us to reach the nonrespondent patients. It will help us to understand your answers if you could tell us a little about yourself: What 1 White is your 4% ethnic group? 2 Black or Black 2% British 5% 3 Asian or Asian 3% British 4 Mixed 25% 61% 5 Chinese 6 Other ethnic group 1 Employed (full or part time, including self- It will help us to understand your answers if you could tell us a little about yourself: Which employed) of the following best describes you? 2 Unemployed / looking for work 15% 6% 5% 4% 5% 65% 3 At school or in full time education 4 Unable to work due to long term sickness 5 Looking after your home/family 3
PRG Profile: There are currently 36 members on our group consisting of the following in line with the Practice Population Profile: PRG Population Number White Black Caribbean Black African Other black group Black mixed The practice has taken the following steps to ensure the PRG is represented by the following group of patients: Age and sex make up of the practice list Ethnic make up of the practice Learning disability community Patients with mental health issues Patients with Long Term Conditions House bound patients Asking patients personally at the reception desk Asking new patients at the point of registration There are currently 36 members on our group consisting of male, female, retired, employed, unemployed, disabled and carers and some have been with the group since 2008. The practice currently does not have any representation from Chinese, Other ethnic mix, Bangladeshi and Pakistani ethnic group origin. We will continue to advertise for these members in the Practice by displaying posters in the waiting area and on our website. The PPG meeting which was held on 8.12.2012 was represented by 14 members and the points discussed are as follows: Medical advice/treatment from clinical staff Patients are generally very happy with the treatment from clinical staff they feel that the staffs are professional and helpful. Special compliments were given to Jackie the phlebotomist for her friendly and helpful manner and willingness to accommodate the disabled patients in a downstairs room as and when necessary. She always makes it a priority to fit 4
patients in with an appointment at her earliest convenience and she will see extras in urgent cases. Practice Nurse Sadie is always approachable and attentive. We explained all the various treatments she offers including chronic disease management and this is advertised on the Surgery website. They do feel that sometimes 10 minutes is not enough and the consultation is rushed. Can the female Saturday GP do more shifts during the week? Professionalism from administrative/reception staff All the patients gave the reception team a round of applause for all their hard work Patient Survey The Surgery will be distributing the patient survey very soon and the patients would like this to take place on a 6 monthly basis. Referral System Choose and book - Most of the patients know how the choose and book referral system works and they find it very useful Surgery opening times Better advertising of the walk-in clinic on Mondays Waiting times The patients feel that they are not kept waiting long for a booked appointment and if the Doctor is running over he comes out to the waiting room and informs the patients. Accessibility A Patient asked if e mail appointment reminders can be sent. Can there be more sign posting on the Surgery website and mail shots regarding opening times and general surgery information? Facilities Can there be a Physio, Chiropody Can there be more parking facilities and disabled parking. 5
Additional Services Can there be a Physio, Chiropody? Action plan from the previous meeting was also discussed and patients are pleased with the implementation and the results. Step 2: Agree areas of priority with the PRG: The PPG and the practice decided to use the Version 4 of the GPAQ (Questionnaire) GPAQ V4 in line with the requirement for PPG DES, part of the discussions at the patient group meeting were issues which members believe to be of priority for the Practice to address. The following issues were highlighted which were included in the patient survey questionnaire: Late arrivals Surgery opening times Available appointments Customer service in reception Patient Survey: Over a 3 month period, questionnaires were handed to all patients who attended the Practice for appointments with clinicians. They were asked to complete the questionnaires and return them to the reception staff. 120 questionnaires were given and were completed anonymously and patients were encouraged to be open and honest. The results are used by the clinicians as part of their appraisal process. The practice also undertook a survey conducted by an external organisation (Lewisham Link) at the surgery between February March 2013 and this will also be published on our website in April 2013. 6
The following posters were displayed in the waiting area to encourage patients to join our patient participation group in addition to giving the views on questions that the practice need to focus on during the annual survey to ensure that we ask the right questions. POSTER 1: We are planning our next annual survey and to ensure that we ask the right questions, we would like to know what you think should be our key priorities when it comes to looking at the services we provide to you and others in the practice. What do you think are the most important issues on which we should consult our patients? For example, which of the following do you think we should focus on: Clinical care Getting an appointment Reception issues Opening times Parking Facilities POSTER 2: WE WOULD LIKE TO HEAR YOUR VIEWS ON HOW TO IMPROVE OUR CURRENT SERVICES IF YOU WOULD LIKE TO JOIN OUR PATIENT PARTICIPATION GROUP PLEASE LEAVE YOUR NAME AND CONTACT NUMBER AT THE SURGERY RECEPTION DESK THANK YOU 7
Both internal and external survey results will be published on our website and the notice board on or before 31.3.2013 and PRG will also be informed of the findings. Overall findings from the survey are as follows: 8
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Individual patient comments from the internal survey are as follows and these will be discussed at the next PPG meetings and the practice meeting I really like Dr Berman and find the staff very helpful and efficient. I would like the rest of Lewisham services to be as well structured and organised. The Surgery was excellent in providing me with an emergency prescription for medication needed during my pregnancy that was prescribed by Doctors at St Thomas'. I am very grateful for this thank you very much! Jackie shaw the Phleboromist was wonderful. Very caring, very helpful, always there to listen to you. Thank you. In general all of the staff at the practice are propeshanal friendly and willing to help. I find the Doctors make me feel they are in a rush. A good Surgery with a good balance of practitioners and the best reception of any Surgery/hospital I have ever been to. Difficult for people who work full time getting seen during the week due to practice opening hours. Amazing that you do weekend appointments really important for me. Dr Abokarsh is clear patient and efficient. He is also great at putting you at ease and evaluating the best options. The front desk staff are kind and considerate, will find a solution if there is one. Very good. I'm a patient of Dr KA and I do not want any other. All the staff in the Surgery is overall very good, efficient and their customer service is very good from 0 to 10 I give a 9 to the Surgery Why do you get texts advising to arrive 10 mins early for Saturday apps. Still kept waiting. Agree action plan with the PPG and seek PPG agreement to implementing changes Action plans: The practice survey findings including the outcome from the PPG meeting were the main agenda items which were discussed at our Practice meeting along with other information. Ideas from the complaints and suggestions received by the practice on a regular basis were also discussed at this meeting. The outcome of this will also be discussed with the PPG before any changes are made at the earliest convenience during 2013. Changes which may impact on contractual arrangements will be agreed with the CCG before any changes are implemented. Changes we intend to make as a consequence of discussions with the Patient Representative Group in respect of the results, findings and proposals arising out of the local practice survey are as follows: 21
10 minutes is not enough We explained that the general rule is 10 minutes per patient but some consultations do take longer than others and we do make exceptions and book double slots if and when necessary or the patient can come back for another appointment. We have to try and keep to a time scale so that the Surgery runs on time and patients who have arrived on time for their appointments do not have to wait too long. Getting through to someone at the practice Practice receives a number of phone calls for routine enquiries such as test results, same day appointments, requests for home visits during the peak hours Changing the telephone message to include requests for routine enquiries such as test results etc to be made after peak periods or by text or emails Speaking to the Doctor or the Nurse Although dedicated time has been allocated for patients to speak to a Doctor or the Nurse, practice receive phone calls from patients out of these hours Display notice in the reception area as well as the website to remind patients about the dedicated time for patients to speak to a clinician. If the clinician is on another call or not available during this time, reception staff will get the contact number in order for the clinician to call the patient back This has also been discussed at the PPG meeting and been agreed by PPG and the clinicians and implemented straightaway. Female GP outside office hours in the week The practice is considering this and will be discussed at the Partners meeting but the practice is running a walk in emergency clinic in addition to the normal clinics on Wednesdays by a Locum Doctor. Should have online bookings The practice has now migrated to Emis Web which will enable us to have online bookings in the future. The doctors should spend more time listening Most people are very happy with the services the doctors provide, but the above issue has been discussed at out practice meeting and the Doctors are more aware of the patient s view on this. 22
Publicise actions taken and subsequent achievement Practice will ensure that the PRG members as well as the participants of the survey are made aware of the report (which includes all requirements in accordance with the Patient Participation DES 2012/2013) by publishing the survey results as follows: A visible poster within the waiting room area On the Practice website On the NHS choices website This will be done by 31.3.2013. A copy of the report will also be sent to the house bound PRG members and the members who are unable to come to the surgery or visit the website. The Surgery has used the website to advertise our patient participation group to encourage patients to join. 23