BELMONT MEDICAL CENTRE
53-57 BELMONT ROAD
UXBRIDGE UB8 1SD
Practice Participation Report 2012/13
Belmont’s PPG is made up of a group of patients profile as below. Plus 4 staff members.
F / ENGLISH / 44F / ENGLISH / 69
F / ENGLISH / 75
F / ENGLISH / 69
M / ENGLISH / 84
M / ENGLISH / 69
M / ENGLISH / 45
M / BRITISH/MIXED / 47
F / INDIAN BRISTISH / 45
M / BRITISH / 62
M / ENGLISH / 68
M / BRITISH / 61
F / ENGLISH / 51
M / BRITISH MIXED / 56
The Practice population demographic is as below (see appendix1).
Over the year the PPG have had several meetings and have regular patients that attend.
During this time we have set up a facebook account to try and attract more patients and also as a means of communication. Workshops have taken place as suggested last year, and the annual practice survey has taken place.
The practice survey (see appendix 2 for survey) was initiated following meetings on how to conduct it and what questions to ask, this was created and decided that the best way to get a good uptake was the direct approach, as per last year so the group members attended the Saturday morning flu clinics and spoke with the patients directly about the purpose of the survey whilst promoting the group.
This was a huge success and meant that we got 161 completed surveys within a few Saturday mornings.
A further meeting was held on 20/11/12 to discuss the results and decide what to do with results and how to tackle it. (see appendix 3 for survey results)
An action plan was agreed (see appendix 4), Our opening times can be seen in appendix 5.
Appendix 1
A Selection of our Practice Population Profile at the second year of the PPG
African 171
Albanian 1
Arab 12
Asian and other mixed Asian297
Bangladeshi 47
Black African 88
Black other 76
British mixed or other971
Caribbean 41
Chinese102
Croatian 1
English 1274
Filipino 5
Greek 15
Indian244
Indian British or other261
Irish 140
Italian 26
Japanese 3
Malaysian 4
Other ethnic mixed background 1225
Pakistani 143
Polish 43
Turkish 7
Appendix 2
Patient Questionnaire for Belmont Medical Centre
We would be grateful if you could complete this survey about Belmont Medical Centre to help us identify where we can make any improvements.
Thank you in advance for taking the time to complete this.
1. Do you as a patient feel involved in decision making?
Strongly DisagreeDisagreeNeutral AgreeStrongly Agree
□□□□□
2. Have you seen a doctor in the past 12 months? If no please go to question 6
YesNo
□□
3. Have you seen a nurse in the past 12 months? If no please go to question 6
YesNo
□□
4. How well did they explain your health problems or any treatment that you need?
Very PoorPoorFairGoodVery GoodExcellent
□□□□□□
5. How do you rate the way you are treated by the receptionists in your practice?
Very PoorPoorFairGoodVery GoodExcellent
□□□□□□
6. Are you aware of the following services the surgery provides?
Asthma□Diabetes□Wart Clinic □
Family Planning□Minor Surgery□Weight Clinic□
Teledermatology□Home Visit□Online Appointments□
Online Prescriptions□Travel Clinic□Telephone Advice□
7. Ability to get through to the practice on the telephone?
Very PoorPoorFairGoodVery GoodExcellent
□□□□□□
8. Ability to speak to a Doctor on the telephone for medical advice?
Very PoorPoorFairGoodVery GoodExcellent
□□□□□□
9. How do you generally book appointments and request prescriptions?
Appointments:Come into surgeryTelephoneOn-line
□□□
Prescriptions:Come into surgeryTelephoneOn-line
□□□
10. If the PPG were to implement a Activity/Exercise Group would you be interested?
YesNo
□□
11. Ethnicity
A. White:B.Mixed:
□ British□White and Black Carribean
□ Irish □White and Black African
□ Other white background □White and Asian
□Other mixed background
C. Asian or Asian British:D.Black or Black British:
□Indian□Carribean
□Pakistani□African
□Bangladeshi□White and Asian
□Other Asian background□Other Black background
E.Chinese or other ethnic group:
□Chinese
□Any Other
12.
Age Group: / Under 16 / □ / 17-24 / □25-34 / □ / 35-44 / □
45-54 / □ / 55-64 / □
65-74 / □ / 75-84 / □
Over 84 / □
Thank you for completing this survey.
Appendix 3
Results from the 2012 survey carried out the patient participation group
161 surveys were completed this year.
10% of patients strongly agreed they were involved in decision making about their care.
35%of patients agreed they were involved in decision making about their care.
40%of patients gave a neutral response in decision making about their care.
10% of patients either strongly disagreed or disagreed that they were involved in decision making about their care.
How well are your health problems explained to you?
24% excellent, 34% very good, 21% good, 8% fair, 1% poor
30% of patients felt they receive excellent treatment from the receptionist
31% very good, 14% good, 6% fair, 4% poor and 1% very poor
Ability to get through to the surgery on the telephone
19% excellent, 28% very good, 32% good, 11% fair, 4% poor, 1% very poor
Ability to speak to a Doctor on the telephone for medical advice
13% excellent, 22% very good, 28% good, 9% fair, 6% poor. 3% very poor
32% of the patients showed an interest in joining an activity/exercise group should the PPG introduce one.
How do you generally book appointments
26% come into surgery
67% on the telephone
7% via on line services
How do you generally request prescriptions
52% come into surgery
12% on the telephone
11% via on line services
8% other
We also asked if you were aware of following services we offer, this was the feedback
Asthma Clinics42% Family Planning 27%
Teledermatology 9%On line prescriptions 33%
Diabetes clinic 29% Minor Surgery 25%
Home Visits 27% Travel clinic 27%
Wart Clinic 15%Weight clinic 27%
On line appointments 30% Telephone Advice 27%
We asked for your comments on other services you would like to see at the surgery
- First class services
- I would like to see appointments easily available for babies - when I call there is always nothing available for my daughter under 1. It’s always in a couple of days, not acceptable
- Would like to see blood tests at the surgery
- I must admit I was not aware of all your services but i will try and remember in the future
- When I phone to speak to a doctor lines are always busy
- A better service for emergency appointments is needed
- Would like to see a chiropodist at the surgery
- I have no idea about your services, I am very happy with everything
- Depending on whom you see the services vary considerably
- I am very satisfied with the services provided. My doctor is the best in the world
- Not aware of your services as not researched
- I would like to see chiropody
- Very good explanations from the nurse but very poor from the doctor
- I am aware of all your services but I have not used them yet
- I don’t know much about your services how do i find out about them?
- Nurse appointments should be online the reason is that to book on the phone takes a long time and I have to keep holding or trying again and again. Seems they are busy on the phones all the time
- Nurse appointments should be online the reason is that to book on the phone takes a long time and I have to keep holding or trying again and again. Seems they are busy on the phones all the time
- Sometimes I have problems trying to use the on line services
- Occasionally my prescription does not get to the chemist
- Would like to see blood tests for adults and children
- Everything is very good
- I find the phone lines are often engaged
- I always get a good service from the surgery
- Height, weight and BP machine to be available for patients so that they can use it without bothering a nurse or doctor.
- Early morning appointments to be available for people visiting the surgery in the morning
- I would like to see physiotherapy at the surgery
- An excellent surgery
- I was unaware of all your services
- Not aware of your services
- Not aware of your services
- If there is a cancellation can they go straight on line
- The receptionist is too slow and if I phone I have to wait for a long time
- The services you offer could not be better
- Often very difficult to get through on the telephone
- Explanation of health problem by Nurse - excellent, Doctor - poor
Being able to see a doctor sooner would be an excellent start. Having to wait a week is extremely poor
Appendix 4
BELMONT MEDICAL CENTRE
53-57 BELMONT ROAD
UXBRIDGE UB8 1SD
Following the survey results what we do next
It is apparent from the survey findings that the practice population has significantly increased, having a knock on effect with the access to the practice dropping in longer waiting times to be seen and difficult to get through on the telephones.
This was discussed at the meeting held on 20th November 2012.
Initially to apply to close the practice list for a short period of time allowing the practice list to reduce and workloads to be more manageable. In turn this should start to ease on appointments as the Nurse would be available to see more patients rather than predominately new patient medicals.
This was a unanimous decision in favour of the application going ahead.
The practice is recruiting a new Salaried GP also to help manage the increase in list size and workload.
The recurrent problem of patients not knowing what services we offer rose again and again discussed that advertising is the only option realistically, encouraging people to go to our website for assistance and also use the facilities available for on line appointments and prescription requests.
Appendix 5
PLAN OF GP SURGERIES AND EXTENDED HOURS FROM JANUARY 1ST 2013
MONDAY / TUESDAY / WEDNESDAY / THURSDAY / FRIDAY / SATURDAYEarly AM / Dr Garsin / Dr Ramchandani
AM
Surgeries / Dr Garsin
Dr Madhok
Dr Donner
Dr Ahmed
Nurse / Dr Garsin
Dr Donner
Dr Ramchandani
Nurse / Dr Garsin
Dr Madhok
Dr Ahmed
Nurse
Minor Ops / Dr Garsin
Dr Donner
Dr Ramchandani
Nurse / Dr Garsin
Dr Madhok
Dr Ramchandani
Dr Ahmed
Nurse / Dr Donner
One in four
weeks
PM
Surgeries / Dr Garsin
Dr Madhok
Dr Ramchandani
Nurse / Dr Garsin
Dr Ramchandani
Nurse / Dr Garsin
Dr Madhok
Dr Donner
Nurse
Baby Clinic
Travel Clinic / Dr Donner
Dr Ramchandani
Nurse / Dr Garsin
Dr Madhok
Dr Ahmed
Late PM / Dr Madhok / Dr Garsin
Dr Ramchandani
Early morning surgeries are from 7.30 till 8.00am Late evening surgeries are from 6.30 till 7.10pm
Saturday morning surgeries are from 8.10 till 10.50am
Normal Opening hours are Monday – Friday 8.15am – 6.00pm