Patient Participation Group Report 2012-2013

HARLESTON MEDICAL PRACTICE

PATIENT PARTICIPATION GROUP REPORT 2012-2013

The Harleston Medical Practice has had a PPG since July 2007; it was originally started with patients suggested by GPs, respondents from advertisements placed in local magazines, posters in the surgery, newsletter, the website and word of mouth. The local town council and schools were approached regarding the engagement of younger patients.

As our population is predominantly elderly we have a high population of elderly participants, however as the PPG has progressed and our virtual group was launched we have attracted younger members.

Our group consists of ten regular members who attend meeting and nine virtual members. We meet approximately every six weeks and the virtual group receive all minutes and paperwork for the meetings.

PRACTICE PROFILE

There are 8604 patients on our practice list

Profile of PPG and VPPG members

Our group has 11 members, 5 male and 6 female whilst our virtual group has 9 members 3 male and 6 female the age range for the members in both groups is from 21 to 60+. When forming the group in 2007 we approached the local school and town council to try to encourage younger members, at one point our group met in the local youth group mobile however we have unfortunately been unable to gain the support of a representative proportion of the young patients in the town.

Amongst our group we have:

Carers

Chronic disease patients

Patients from outlying villages

Retired patients

Patients with links to local groups

It can be seen that the Group distribution is fairly consistent with the Practice Population with slightly fewer younger patients, more middle aged and 75+ patients than would be expected.

The practice does not serve a large number of nursing home patients or a significant number of patients with learning disabilities however we do believe that we have a very good cross section of different interests and responsibilities that represent our practice population. To keep the group a manageable size we can never be truly representative of all patients.

The combination of a face to face group and the virtual group ensures that we have representation from the key sections of our community.

Issues for patient survey

Looking back over the minutes from previous meetings and taking various issues into account such as: new clinical staff, broadening the skills of the team; many new houses in the town (and planning for many more); it is four years since our telephone system was changed and the surgeries merged it was decided to gather patient views on:

·  Access to appointments with Doctors or Nurses

·  Obtaining a repeat prescription

·  Obtaining test results

·  Satisfaction levels with staff and the surgery

It was decided to increase the survey length with an increase in specific questions; general consensus was that we were more likely to receive a better indication of any issues or areas that are working well within the surgery. A large area for comments was left at the end of the questionnaire.

Patient Survey

We sent out 100 surveys/1000 population (900), questionnaires were posted with chronic disease invitation letters; put in with dispensary medication bags; given to the PPG members to pass around; placed in the local tourist/information office; an invitation put in the newsletter and local magazines to collect a questionnaire; notices and plenty of questionnaires in both reception areas and dispensary area and advertised on the website. The survey ran from November to Mid March.

The results were collected over the reception area and by post. All results were entered onto a spreadsheet for easy manipulation. We received 238 returned questionnaires (2.45% of our population).

Once the results were analysed a copy was sent to each PPG and VPPG member, and to each GP for comment.

Results

The results were presented at the PPG Meeting on 13th March 2013 and have also been published on the practice website.

Patient Comments

Compliments (selection below)

About doctors / 4
About staff / 7
About the surgery or general treatment / 5

·  “I was surprised to see the evening for working people appointments re-instated. I find this very useful and think I might find the same again if I need a Dr. Was disappointed when not available in the interim. I like the touch screen check in and the text appointment reminders. Not sure yet about the new prescription online service not tried yet, old one works for me.” Female 56

·  “Electronic check in is a good idea. The reception staff are friendlier than they have been in the past (by friendly I mean welcoming).” Female 60

·  “Have only really had to use the doctors in the last eight months and very pleased with the care and attention from doctor’s, nurse and reception staff especially INR nurses – very kind and helpful. Have been very happy with service I have received. From reception to nurses, doctors and dispensary.” Female 44

·  “I have always found the staff polite, helpful and efficient.” Male 81

·  “I have seen 2 blood test nurses who have both been friendly, pleasant and helpful.” Female 60

·  “Big improvement of late when waiting to see a doctor, but will need to recruit more staff as more houses are built. Thank you.” Male 80

·  “The nurses all seem efficient and very pleasant. The surgery is warm and quite welcoming.” Female 82

·  “Generally very happy with the way the practice is run, the staff are helpful, waiting times in the surgery are reduced and you keep up to date with modern technology.” Male 65

·  “Always happy with all round help and assistance. Very caring and supportive.” Male 78

·  “Making appointments has got much better.” Female 72

·  “Very happy with how soon I obtained an appointment.” Male 19

·  “I always find the reception staff very helpful when I attend.” Female 86

Complaints (selection below)

About appointments / 8
About the staff / 4
About the surgery or general treatment / 3
About the 5 minute late rule / 2
About dispensary / 1

·  “I find that most of the doctors are very good, but the reception staff can be rude and unhelpful at times. You can be made to feel as though you are putting reception staff out whenever you ask or need something. A friendly face and manner is what you need when you feel poorly.” Female 38

·  “Appointments are not easy for patients who are carers.” Female 50

·  “Cannot get appointments ahead by one month when told by GP to return in one month.” Male 81

·  “We are advised that we should not be later than 5 minutes for our appointments yet we usually have to wait up to half an hour or more to see the doctor, I realise that each patient may need a different amount of time but this does seem unfair.” Female 54

·  “I was not happy as I had to wait 25 minutes past my appointment time.” Female 63

·  “Personally I have not experienced the problems as I have very seldom needed to see a doctor during the 6 years that I have been registered, but almost every one of my acquaintances in Harleston who is registered with the practice has complained of difficulties in obtaining appointments (other than emergency appointments).” Male 59

·  “Some reception staff could be more helpful.” Female 75

·  “When collecting prescriptions the staff seem to have difficulty in finding the prescription. Also why can’t there be someone available at all times in the dispensary instead of closing for 1 hour, this would go towards easing the queue.” Male 69

Action Plan

The action plan is attached, the PPG has agreed we will meet again as planed every 6/8 weeks and items will be reviewed as per the plan but also on an ad hoc basis. The items for the next survey will be as this year with the introduction of any pertinent questions.

All of the points raised in this action plan will be complete and reviewed by November.

Patient Access:

·  Wednesday 8.30 – 6.00 pm

·  Monday, Tuesday, Thursday and Friday 8.30 -6.30

·  Saturday and Sunday - closed

·  Out of Hours call 01379853217/852213 NHS 111

GPs:

·  Dr Paul Cronin – (Monday, Tuesday, Wednesday and Friday)

·  Dr Garfield Morrison – (Monday, Wednesday, Thursday and Friday)

·  Dr Sanjay Singh – (Monday, Tuesday, Thursday and Friday

·  Dr Julia Ford – (Monday, Tuesday, Thursday and Friday)

Nurse Practitioners:

·  Juliet Lloyd – (Monday, Tuesday, Thursday and Friday)

·  Sarah Portway – (Monday, Tuesday, Wednesday, Thursday and Friday)

Appointments:

·  You are able to see any GP not just your registered GP for a routine appointment.

·  All routine GP appointments are basedat the Bullock Fair Surgery, Bullock Fair Close.

·  Nurses are mainly based at Paddock Road, one nurse is based at Bullock Fair Surgery daily

·  Midwives, physiotherapists, dieticians, podiatrists and all other attached staff are based at Paddock Road Surgery, Paddock Road.

·  GP appointments are 10 minutes long, if you are more than five minutes late you will be asked to rebook your appointment.

·  If you no longer require your appointment please phone either 01379 853217 or 01379 852213 or visit the website www.harlestonsurgery.co.uk/ to cancel it.

Booking Appointments:

·  To make an appointment please call either 01379 853217 or 01379 852213

·  To speak to a doctor 01379 853217

·  To obtain test results either 01379 853217 or 01379 852213 after 11.30

·  To request a home visit 01379 853217 before 10am

·  To contact the nurses, midwife, physiotherapist, dietician or podiatrist 01379 852213

·  Call in to the reception at either site

Prescriptions:

·  The dispensary is extremely busy please allow at least 2 working days (3 if you have medication that needs reauthorised with a GP) prior to collection.

·  Town patients – we can send your prescription directly to the town chemist for you to collect please mark ‘chemist’ on your prescription.

·  You can request a repeat prescription online at http://www.harlestonsurgery.co.uk/

General:

·  We have aregular newsletter please register online and it will be automatically emailed to you. Alternatively please collect a copy from either surgery it has many useful articles (back copies are available from the surgery)

·  The practice information leaflet is also available from either surgery.

·  If there is any other useful information you feel the patients should know please contact Frances Taylor on 01379 853217

We update our website regularly please visit www.harlestonsurgery.co.uk

Action Plan

Area of Concern / Method / Owner / Completion
date / Review
date / Completed
1.  Lack of book in advance appointments. Complaints that patients have to wait two weeks to see the GP of their choice / Extend booking to four weeks in advance and look to introduce routine appointments on a GP on-call day / PC/GM/SS/FT / March 2013 / November
2013
2.  Length of time waiting for an appointment / Introduction of another Nurse Practitioner with clear advertising of all the problems they can deal with to provide more routine appointments available to patients. / PC/GM/SS/FT / April 2013 / November 2013
3.  Staff rudeness / Full staff review and re-training to be undertaken where necessary / PC/GM/SS/FT / July 2013 / November 2013
4.  Satisfaction levels with practice / Increase available book in advance appointments – point 1 will improve this
Increase appointments – point 2 will improve this
General satisfaction levels – all of the above should improve this / All / July 2013 / November 2013

PC – Dr Paul Cronin GM – Dr Garfield Morrison SS – Dr Sanjay Singh FT – Frances Taylor