Cambridge Avenue Medical Centre

CAMBRIDGE AVENUE MEDICAL CENTRE

PATIENT PARTICIPATION GROUP REPORT 2014

In November 2013 Cambridge Avenue Medical Centre completed the third in-house practice survey with the help of the Patient Participation Group. The survey was used to create an action plan on how the practice could improve its services; working alongside the group ensures that the practice will be working to meet the needs of the patients. It was agreed with the Patient Participation Group that we would aim to keep the surveys similar in order for the practice to have comparative data and to see where improvements may have been made since the previous 2 surveys.

As last year we are continually trying to recruit new members to join the Patient Participation Group in the following areas, then giving us a wider group representation:

• Under 35’s (in particular a representative from Under 16 age range).
• Young parents
• Male patients
• Carers
• Disabled Patients or those with Learning Disabilities
• Ethnic Origin (however most of the patient population recorded has an ethnicity of British or mixed British)- see Appendix 1

Since the last survey we have recruited a further3 members out of the following categories:

• Under 24 age range
• Male patient
• 65 – 74 age range

To promote both the meeting groupand the virtual group the practice will continue to try and recruit patients as follows:

• The Practice Website – this has a designated section and a brief history of the PPG and how it was formed and details of fundraising. See Appendix 3
• Practice Newsletter – See Appendix 2
• Patient Participation Group notice board in the surgery waiting room. See Appendix 3
• Word of mouth through consultations with the Doctors and Nurses, contact with Receptionists and other group members.
• Leaflets – See Appendix 3
• Tickertape on Digital Screens in Waiting Room.
• Looking at possibility of rotating the times of meetings to help those who work to attend –Practice Manager to discuss at next PPG meeting.

Meetings are held quarterly at the practice with the same objectives that were defined at the commencement of the PPG, these are:

• To provide a link and information conduit between the centre and the patients.
• To help the centre improve its services and development.
• To help provide medical equipment and support services that the medical centre would otherwise not have.

The group has had presentations over the past year from the North Lincolnshire Healthwatch Service and from the North Lincolnshire Clinical Commissioning Group on the ‘Healthy Lives Healthy Future’ programme.

Demographics of Patient Participation Group

The PPG has a total of 21 members, compared to 18 members last year, however 3 of the members who used to attend the quarterly meetings are no longer able to do so due to other commitments, as they wished to still remain part of the PPG they have become part of the virtual group giving us a total of 12 members in this area. Information is sent to these members via e-mail and any feedback received is discussed at the following group meeting.

The Survey – See Appendix 4

It had been agreed on the Action Plan from 2012/13 that question 26 should be re-worded;it was felt that this question was misunderstood and that it was referring to patientaccess to the car park and not those patients who require access with pushchairs/wheelchairs etc.

2 new questions were added into the survey on theTriage Nurse system, this had been suggested at the PPG meeting on Thursday 26th September 2013.

Question 20 was removed which asked if patients were aware that Pharmacies could deliver their medication, it was felt that this question was no longer relevant.

Again the practice used the Electronic Tablets and commenced the survey on Monday 4th November 2013; this was completed over a 2 week period where members of the Practice Reception Team asked patients who were waiting to see a Doctor/Nurse if they would take part in the survey. A total of 483 patients completed the survey, a 14% increase on the survey undertaken the previous year.

The Results

After the 2 week period the tablets were collected and survey results were downloaded and emailed to the Practice Manager. One of the practice staff created a PowerPoint presentationfrom the results as we had the previous year. -See Appendix 5.

A meeting was then held on Thursday 13th February 2014 with the PPG to discuss the results of the survey, comparative data and action plans from the previous 2 years. Dr Baker noted that due to the increase in number of surveys completed in 2013 the results were very similar to that of those completed in 2012.

It was decided that the action plan should include the previous year’s results and what has been achieved. – See Appendix 6

Informing non PPG members of results

A copy of the survey and action plan along with this report will be available in the surgery waiting room at both the main and branch surgery. Reports will also be published onto the practice website at

Action that the Practice intends to take as a result of this Survey:

The practice intends to take the following action as a consequence of the survey:

• Re-siting of poster advertising Systmonline in Waiting Room nearer the Reception area.
• Consideration of further promotion of telephone consultations by incorporating into telephone message informing those patients on hold of this facility.
• Promotional notice boards – advising patients of different services at the practice and roles of Nurse Practitioners/Health Care Assistants.
• To continue to promote Triage Nurse Service.

• To continue to Increase patient awareness of services i.e. Internet booking, SMS messaging, display equipment.
• Again re-word Question 26 to incorporate access referring to wheelchairs/pushchairs.

Action that the Practice has already taken as a result of the previous year’s Survey:

The practice has taken the following action as a consequence of thelastsurvey in 2012/13:

• Survey questions re-worded.
• Increased awareness of Internet services.
• Digital Screen Equipment in the Waiting Room - message changed on a regular basis informing patients of different services/information.
• New Registration appointment slip has been introduced advising patients they must attend New Registration Health Check due to these appointments having the highest ‘did not attend’ rate.
• Number of staff answering appointments line on a Monday morning has increased to reduce back log of telephone calls getting through.

Opening Times

Cambridge Avenue Messingham

Cambridge Avenue Medical Centre and Messingham Family Health Centre can be contacted throughout their opening hours as follows:

Enquiries/Appointments Telephone: 01724 842415

Repeat Prescriptions Answerphone: 01724 749388/Option 4 on main number.

Fax number: 01724 271437

Messingham Health Centre: 01724 763034

SystmOnline:

Website address:

Appendix 1

Appendix 2

Appendix 3 >

CAMBRIDGE AVENUE MEDICAL CENTRE

Cambridge Avenue, Bottesford, Scunthorpe, North Lincolnshire, DN16 3LG

Tel: (01724) 842415

Fax: (01724) 271437

PATIENT PARTICIPATION GROUP

Would you like to have a say about the services provided?

The Patient Participation Group would like to hear your views.

By providing your email details we can add them to a contact list that will mean we can contact you by email every now and again to ask you a question or two.

Please fill in the details below and on the reverse side and hand back to Reception or post it into the secure box and we will add your email address to a contact list.

Dr CG Newman & Partners.

Name……………………………………………………

Postcode………………………………………………

Email address………………………………………………….

Please turn over…

This additional information will help to make sure we try to speak to a representative sample of the patients that are registered at this practice.

Are you? Male  Female 

To help us ensure our contact list is representative of our local community please indicate which of the following ethnic background you would most closely identify with?

How would you describe how often you come to the practice?

Thank you.

Please note that no medical information or questions will be responded to.

The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you, and sets out rules to make sure that this information is handled properly.

Appendix 4

APPENDIX 5

Please see attachment for presentation of survey

APPENDIX 6

CAMBRIDGE AVENUE MEDICAL CENTRE

GP PATIENT SURVEY 2013/14

As discussed, at Patient Participation Group Meeting 13.02.2014

• Internet services - on-line booking of appointments. ACHIEVED
• To increase usage of SMS messaging facility to communicate with the younger generation. ON-GOING
• Introduction of digital display screen in the waiting room to advertise above services. ACHIEVED

• Digital display screen ACHIEVED
• To use website to promote PPG and advertise what group has achieved.

• To add website to Practice letterhead and incorporate with relevant posters

• To incorporate website in new practice sign ACHIEVED
• To incorporate details of this service in automated phone message. ON-GOING

• Digital Display screen ACHIEVED
• To demonstrate SystmOne directly to patient (Mrs B Lambert said she is happy for her medical records to be used for this purpose). NOT ACTIONED

The following additional action points were also agreed: