Local Patient Participation (LLP) Report March 2014

The Practice Profile

Age Range / Male / Female / Total
0 - 20 / 2513 / 2410 / 4923
21 - 40 / 2472 / 2452 / 4924
41 - 60 / 2803 / 2784 / 5587
61 - 80 / 1989 / 1999 / 3988
81 - 100 / 307 / 503 / 810
101+ / 0 / 4 / 4
Total / 10084 / 10152 / 20236

A majority of our patients are of a British/Mixed British ethnic background. We also have patients from Asia, Africa, Europe and the Caribbean.

The Patient Participation Group (PPG)

Rothwell & Desborough Health Care Group has a Patient Participation Group to help the surgery keep in touch with the patient perspective and improve the patient experience.

The group meets monthly to decide ways and means of making a positive contribution to the services and facilities offered by the surgery to its patients. In additional to meetings there is correspondence by e-mail for those members unable to attend and contribute in person due to work/education commitments, carer responsibilities or disability.

The group has increased from 29 members last year to 45 members. 12 committee members,who meet monthly; 33 virtual memberswho are kept up-to-date by e-mail.

The group consists of 16 male and 29 female members, ranging in age from 20 to 84, from a number of backgrounds. Some members have special interest in particular care groups and/or medical conditions.

The Patient Participation Group is fairly representative when it comes to age, however it is not representative of gender, as the practice population is near enough half male and half female. Also it does not fully represent the ethnic mix of the patient population. The practice has a very high white British population with an Asian population of 1.6% (none in the group).

Any patient of the practice can become a member of the PPG and are encouraged to do so on an opportunistic basis as well as by the following methods:

  • Information on the practice website
/
  • Information in the practice leaflet

  • Informing a Receptionist
/
  • PPG Notice Board in Waiting room

Patient Survey

As part of the Direct Enhanced Service for a Patient Participation Group the surgery is required to conduct a patient survey.

The Survey was designed by the Patient Participation Group and ratified at a PPG meeting after feedback from patients, doctors and surgery staff. Various resources were used to formulate the survey including, patient feedback on particular service areas, local practice surveys and national surveys such as MORI.

The survey was completed between December 2013 and February 2014. Surveys were made available in the local library, local business, on the Practice Website and in the Surgery waiting room. During a 2 week period in February 2014 members of the PPG sat in the reception areas and spoke to patients about their experience, practice services and encouraged the completion of the patient survey.

Survey Results

A total of 374 surveys were returned. The results of the questionnaires were collated by a member of the PPG and the Practice Manager. The results were disseminated to PPG members for review and analysis and discussed at a PPG meeting.

The results will form part of the surgeries continued action plan, along with other priorities which have been identified by patients via the website, the views of the PPG and the comments and suggestion notes which are gathered on an opportunistic basis throughout the year.

The results of the patient survey and the action plan will be published on the Practice Website and on the PPG Notice Board. This action plan below comprises of this year’s and last year’s action points.

ISSUE / DESCRIPTION / ACTION
Appointment Availability / Review and assess patient feedback with regards to the process of booking appointments.
Educate/communicate with patients on the various types of appointments that are offered by the surgery.
Signposting to other services such as dentist, optician and pharmacy. /
  • GP recruitment
  • Nurse recruitment
  • Audit of patient feedback
  • Monitor demand v capacity
  • Gather patient satisfaction statistics via Patient Questionnaire
  • Advertising campaign to educate patients – waiting room, website, newsletter
  • Use the Patient Participation Group for support

Desborough Telephone System / Patients find it difficult to get through on the telephone.
It can take a long time for the phone to be answered. /
  • The telephone system was replaced and upgraded in 2013
  • Review and audit the number of calls in and out of the surgery.
  • Promote the use of the on-line booking facility

Rothwell Telephone System / The 0844 is expensive for patients.
It can take a long time for the phone to be answered. /
  • The surgery is tied to a contract with the current telephone provider until October 2014
  • Currently meeting with telephone providers to return to a local telephone number and upgrade the telephone system
  • Patients can telephone Desborough to book appointments at Rothwell
  • Promote the use of the on-line booking facility

Patient Experience / Improve the patients’ experience of a visit to the surgery.
Improve ‘front of house’ service/experience
Improve the process of a ordering prescription /
  • Recruit a Reception Supervisor
  • Employ additional Reception Staff
  • Better signposting in the surgeries
  • Audit the prescription service/review procedures
  • Meet with local pharmacies to discuss how to improve the prescription process
  • Promote the text appointment reminder service
  • Patient education – additional services
  • Patient newsletter
  • Use the Patient Participation Group for support

Desborough
Car Parking / Work with the Town Council for a solution to the poor parking in the area. /
  • PPG petition
  • Meet with Town Council

Access to the Surgery

Patients can access the services of Rothwell & Desborough Health Care Group by telephone, in person or via the practice website. The surgery is normally open at the following times:

RECEPTION HOURS

Monday / 08:00 – 18:30
Tuesday / 08:00 – 18:30
Wednesday / 08:00 – 18:30
Thursday / 08:00 – 18:30
Friday / 08:00 – 18:30
Saturday / Closed
Sunday / Closed

SURGERY CONSULTING HOURS

Monday / 08:20 – 11:20 and 14:30 – 17:30
Tuesday / 08:20 – 11:20 and 14:30 – 17:30
Wednesday / 08:20 – 11:20 and 14:30 – 17:30
Thursday / 08:20 – 11:20 and 14:30 – 17:30
Friday / 08:20 – 11:20 and 14:30 – 17:30
Saturday / Closed
Sunday / Closed

EXTENDED HOURS

The surgery provides and extended hours service on a Monday and Thursday evening and a Saturday morning. This is a pre-booked service only, available for people at work and those who are unable to attend during normal hours.

Extended opening hours are Monday and Thursday 18.30 - 20.00 and Saturday from08.00 - 11.00.

WHEN THE SURGERY IS CLOSED

The surgery is closed on Bank Holidays and on occasion, for training. Alternative access to medical services is provided during these times.