for 2011/2012
Ellis Practice
Survey Report and Patient Group discussion and Action Plan
PART 1: 2011/2012
A. Discussion of local practice survey findings
1. Patient reference group (PRG) members present:Mr Turner, Mrs Turner, Mrs Burleton, Mr Buleton, Mr Hopkins, Mrs Hopkins, Mrs Kelly, Mrs Spolander, Mr Spolander, Mr Karia, Miss Lisle
Apologies: Mrs Khambata, Mr Lanch
2. Practice staff (and designation) present:
Bhavika Mistry – Administrator / Senior Receptionist / Patient Group Lead
Rama Gopal – Practice Manager
Dr Jason Merry – GP Principle
3. Please state your key findings from this local survey – look at the report as a whole to include written patient comments in order to obtain a complete picture of performance.
There has been a positive feedback from the survey. Patients seem to be satisfied with the practice, staff and clinicians as a whole. Many complimented the extended hours, practice website and internet booking.
As in previous survey results the major concerns are the appointment system and telephone access.
Scored very well with being able to see a GP/nurse with 48 hours however the comments reflected an issue of the need of wanting to pre-book appointments.
We have scored much better in regards to the waiting room area now that we are in the new building however we may need to change the seating arrangements.
Patients have not always been happy with the telephone system and this has been reflected in the survey.
PRG devised a leaflet to promote the patient group. This leaflet was left at reception and also handed out to patients during the in-house surgery. Any patient who was interested in joining the group was asked to leave a name and contact number.
As a result of this we had an interest of about 44 new patients of an age range of 19-90 years old, 26 females and 18 males. All were sent an invite letter (however only 2 responded!)
4. Which responses were most positive?
Respect shown, Recommendation, Ability to listen, Warmth of greeting, Satisfaction with visit
5. Which responses were least positive?
Speak to practitioner on phone, waiting time, telephone access, see practitioner of choice
Over all score higher then the national average.
6. In which areas did you deviate most from the national benchmark? Can you explain why this might be?
Telephone access – we have always had a problem with the telephones. They were bought and installed in many of the new PCT health centres and clinics in the Brent area.
Speck to the practitioner on phone – doctors do not routinely consult patients over the telephone.
Respect for privacy / confidentiality – We think this is due to the fact the reception desk is very open. Two surgeries face each other and the waiting area can get very busy.
7. What are the main priorities identified by the PRG?
Can telephone system be improved?
Adapt appointment system? Possible for more extended hours? Ability to pre-book appointments?
Chairs in waiting room to be moved to face the Jay-ex board
Try to encourage more patients to join the practice patient group. Need a better representation of patients to join the group in order to acquire a wider perspective of issues of the practice population, as well as vice versa for the practice to communicate the all patients.
Other issues (not related to the survey but a concern for some of the members of the PRG: 1) What are the on going developments of commissioning of services in Brent. 2) What is the role of the Kingsbury patient group as it does not seem to be moving forward. Both points are very unclear to the patients who represent our practice.
8. What are the main priorities identified by practice staff?
Issues of concern for the practice staff and doctors are of those above.
In general there seems to be a high demand for appointments and at the moment the demand out weighs the capacity.
Also agree there needs to be a better representation for the practice patient group.
B. Action plan: 2011/2012
Priority for action / Proposed changes / Who needs to be involved? / What is an achievable time frame?1a) Appointment Audit. Reception staff to conduct an audit of the demand for appointments and review results.
1b) Extended hours
Is there a possibility for more extended hours?
1c) Is it possible to pre-book appointments? / Changes will depend on the results of the audit and the doctors being able to assess if changes can be made to the capacity. / Practice staff and doctors / 1 year to work on this and to assess again in January 2013
Patient group promotion for the practice / Continue to call and invite patients. / Bhavika Mistry (Admin / Senior Receptionist / Patient Group Lead / All year round
Other issues:
What is the role of the Kingsbury Consortium Patient Group? / Suggest to board members of the Kingsbury Consortium of providing patients access to GP bulletins and newsletters. / Bhavika Mistry to contact
- Natasha Harnett (Kingsbury consortium administrator)
- Angela Reeves (Kingsbury Clinical Lead)
with these ideas / By April 2012
Will contact them via email ASAP. Up to the board members to take this forward with the Kingsbury consortium patient group.
Waiting area: Chairs / To move the chairs so they face the jay-ex board. Many chairs face the wrong way. / Bhavika to contact PCT (Land Lord) to ask permission if it is possible to re-arrange the chairs. / By April/May 2012
Which areas did you mutually agree as priorities for action and intervention? Please complete the table below.
Your details
Name: Bhavika Mistry Practice address:
Job title: Administrator / Senior Receptionist / PRG Lead
The Welford Centre, 113 Chalkhill Road, Wembley, Middlesex, HA9 9FX
Practice name: Ellis Practice PCT (or similar body name): Brent
Your signature: