M.B.Ch.B., D.R.C.O.G. / 262 DEVONSHIRE AVENUE
DR BELLA CAIGER / SOUTHSEA, HANTS. PO4 9EH
M.B.B.S., D.R.C.O.G., M.R.C.G.P.
DR CATHERINE CAUSER / Telephone (023) 9273 1358
M.B.B.S., D.R.C.O.G, M.R.C.G.P.,D.F.F.P / Fax (023) 9275 0091
The Devonshire Practice Patient Participation Group Report
2012/2013
Dear Patients
Welcome to our second annual report from our Practice Patient Participation Group (PPG)
This is our second year of engagement with our PPG who have been working with us to help the Practice identify areas of our service that could be improved
We successfully implemented an outcome from last years survey of making all appointments on a Monday ‘Book on the day’ as we experienced a huge demand for appointments on a Monday morning and we had trouble with meeting that demand, with the help of our PPG we were able to start addressing this issue.
The Practice is very committed to maintaining and developing the relationship with our PPG so in April 2012 we recommenced our journey with the group, we hope all our patients will join us on this journey and work towards the future of our Practice which will be involved in some significant changes due to national changes within the NHS and Primary Care for 2013 and beyond.
We needed to identify our Practice Population and try and ensure that our PPG reflected our actual population
Our Practice has approximately 5700 patients it is broken down in to 49% female patients and 51% male patients.
Our ethnicity statistics show 90% of our patients is within the ‘white British group’ with the remaining 10% being made up of White Irish, White & black Caribbean, white and black African, white Asian, Indian, Pakistani, Bangladeshi, Chinese, although we do not have every patients ethnicity recorded for various reasons but this does remain as ‘work in progress and we continue to document this information, however we do have patients who do not wish us to inform us of their ethnicity so our figures can never be completely accurate.
With the statistics in mind we actively worked towards encouraging a diverse population of our patients to join our PPG
We started by asking all patients visiting the Practice if they would like to register an interest in joining our group, we advertised on our web site and displayed posters
Our campaign actively run from April 2012 up until our PPG meeting on the 15th August.
Our final break down of our group was made up as follows
See details for the profile of our 130 members
Our group was equally split of 50% Male & 50% female
< 16 = 5 patients
17-24 = 12 patients
25- 34 = 35 patients
35- 44 = 24 patients
45- 54 = 11 patients
55-64 = 21 patients
65-74 = 11 patients
75- 84 = 6 patients
84+ = 5 patients
ETHNICITY / NUMBER OF PATIENTSWhite British / 111
Indian / 2
Pakistani / 6
Black African / 1
White & Black Asian / 2
Bangladeshi / 1
Black Caribbean / 1
Chinese / 2
Other / 4
We set an open invitation for the 15th August 2012 for patients to come and find out about the Practice and our PPG and we advertised on the Practice web site and individual invitations were attached to all repeat prescription counterfoils and we displayed posters in our waiting area.
We also posted invites to some of our patients who were not frequent attendees at the Practice; we also e-mailed invitations to all our members of the PPG who had an e-mail address documented.
At the meeting the group were asked to consider what topics they would like the Practice to be looking at with regard to publishing a more in depth survey
The suggestions put forward were as follows
Appointments, Clinical Care, Referrals, Getting through on the phone. Opening times, waiting times
On the strength of this we produced a small survey asking patients to vote on the topic they felt was most important to them
We run this ballot from August to October 2012 disappointingly we only had 41 responses
The results were as follows
· Getting an appointment 63%
· Clinical Care 26%
· Referrals 14%
· Getting through on the phone 43%
· Opening Times 12%
· Waiting Times 12%
On the strength of these results we had a meeting with some volunteers of our PPG on the 23rd October 2012 to discuss and agree questions to base the new survey on, the draft questions were sent out to members of the PPG for approval and for the opportunity to make any amendments.
Once we had agreed the questions we started the process of e-mailing surveys to our PPG members with e-mail addresses and posted surveys to appropriate house bound patients and we also invited all patients who visited the surgery to complete a survey
We issued 320 surveys and received 155 replies
RESULTS OF OUR SURVEY
Number of Responses: 155
Q1.How do you normally book your appointments to see a GP or Nurse
In Person26%
By Phone72%
No response2%
Q2.Which of the following would you prefer to use to book appointments
In Person15%
By Phone83%
No response2%
Q3. How easy was it to get an appointment for the day and time you wanted
Not very easy31%
Fairly easy43%
Very Easy23%
No response3%
Q4. Were you able to see the GP you wanted to see
No18%
Yes42%
Did not wish to see specific GP38%
No response2%
Q5. How important is it to you that you see a specific GP when you attend
Not Important29%
Fairly Important49%
Very Important20%
No response2%
Q6.If you were not able to get an appointment or the appointment offered was not convenient, please state reason
There were no appointments left for the day I wanted30%
There were no appointments left for the time I wanted5%
I couldn't see my prefered GP5%
Not applicable58%
No response2%
Q7.If you needed to see a GP urgently were you offered an appointment for that day
Yes49%
No12%
never needed to38%
No response1%
Q8 Have you ever used our Telephone consultation service
Yes54%
No45%
No response1%
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male31%
Female59%
No response10%
#
What age are you?
Under 160%
17 - 2410%
25 - 3420%
35 - 4416%
45 - 5414%
55 - 6412%
65 - 7414%
75 - 846%
Over 843%
No response5%
What is the ethnic background with which you most identify?
White British83%
White Irish1%
Mixed White & Black Caribbean0%
Mixed White & Black African0%
Mixed White & Black Asian0%
Indian1%
Pakistani3%
Bangladeshi0%
Black Caribbean0%
Black African0%
Chinese0%
Other6%
No response6%
How would you describe how often you come to the practice?
Regularly31%
Occasionally56%
Very Rarely10%
No response3%
WHAT HAPPENED NEXT?
Once we had collated the results from the survey we invited all our patients to a meeting held on the 13th February 2013 at the Practice.
We sent invites to all of our PPG with e-mail addresses and stapled invites to all our repeat prescription counterfoils, we displayed a poster in the waiting room and an open invitation was displayed on our website in the hope we would attract as many of our Practice population as possible.
Despite distributing over 200 paper invitations plus other advertising, we only had 8 patients attend our meeting on the 13th February
The minutes of our previous meeting in August were discussed and the time line of events was explained and how the topics for our initial survey were agreed and then how the main survey was agreed and produced.
The results of the survey were discussed and ideas put forward for discussion on how we moved forward to try and improve the Appointment system that was fair for all patients.
It proved to be an animated and in depth discussion which resulted in the group agreeing a 3 point action plan.
Minutes were then produced and distributed (15.02.2013) asking for comments to be returned to me with one week.
As we received no comments back the action plan agreed at the meeting remained as discussed and agreed.
ACTION PLAN 2013
· The Practice will trial opening up a selection of Appointments one day in advance
· The Practice will display a poster in the waiting room to explain that the Doctor may be conducting a telephone appointment which could be why there seems to be a delay in being seen.
· The Practice will consider using a text messaging service to remind patients of their appointment when booked in advance.
Review of our Action Plan from 2012
1. We agreed to trial only ‘ Book on the day’ appointments for Mondays (apart from our extended hours surgery between 6.30 – 8pm which would remain pre bookable)
This has proved to be very successful and is now established within our appointment system and our capacity is currently still meeting the demand for appointments on a Monday Morning
2. We agreed that a poster would be displayed each week showing which Doctor is holding a surgery on which days
We now display a poster each week detailing all the Doctors duties for the coming week
3. We agreed to regularly advertise our appointment options such as telephone appointments, extended hours surgeries and pre bookable appointments
We have run campaigns where we have advertised options available to our patients
4. We agreed to attach slips to repeat prescriptions periodically asking patients to call the surgery after 11am for test results, to keep optimum access available for booking appointment requests when we open at 8.30am
We have run this campaign once so far and intend to do another campaign in April
PRACTICE OPENING TIMES
We are open from 8:30am to 6pm weekdays.
We also offer pre-booked late evening appointments on Mondays and Tuesdays between 6.30 pm & 8pm
We do not close during these times (unless we are closed for the Target Training Sessions held on a Wednesday afternoon once a month except during August & December)
Please ask at Reception if you have any queries or take one of our Practice Leaflets displayed in Reception
Alternatively you can find details of our opening times and services on our NHS Choices website or our own Practice website www.thedevonshirepractice.co.uk
SERVICES AVAILABLE DURING PRACTICE OPENING TIMES
CORE SERVICES General management of medical conditions, Health promotion advice, Appropriate emergency care, Appropriate referral for other services, Urgently required care for temporary residents.
ADDITONAL SERVICES Cervical screening, Contraceptive services, Vaccinations and Immunisations, Child health surveillance, Maternity services, Minor surgery procedures.
ALSO Registered patients aged 16-75 who have not been seen for 3 years may request a consultation. Registered patients aged over 75 years who have not been seen in the previous 12 months may request a consultation
OUT OF HOURS SERVICES A recorded telephone message provides information when the surgery is closed. Our local SHIP PCT provides our out of hour’s services, weekdays between 6.30pm and 8:00am, and all day and all night at weekends and Bank Holidays. If you require medical treatment out of hours, please phone the emergency telephone number on 1-1-1, you will be directed to the most appropriate service
Thank you to all of our patients for your continued help and support to the surgery