Eaglescliffe Patient Participation Group Survey Spring 2014

Eaglescliffe Patient Participation Group Survey Spring 2014

Contents

Patient Participation Group Representatives

Survey Results

Respondent Demographics

Repeat prescriptions

Using modern forms of communication, email, text

Improving services offered at Eaglescliffe Medical Practice

Relocation of Traditional Hospital Services

Long term Health conditions

Patient Participation Group opportunities

Survey satisfaction

Reflections on Results of survey

Final Agreed Action Plan

Appendix One

Question Commentary

The Practice has, since 2011 established a representative patient group of registered patients and we maintain a full register of the group members.

The Practice is extremely pleased with the continued support we have received with our patient participation group.

We wish to thank all those involved in helping us with this engagement process.

Patient Participation Group Representatives

To ensure that the Patient Participation Group is representative of our practice population we made a decision that the group be a virtual group to offer patients an opportunity to participate at their own convenience. However, all documentation regarding the Patient Participation Group has been available in paper format to ensure inclusion for those patients who do not have access to a computer.

We have continued to recruit members to the Patient Participation Group via links on our practice website advising patients how to join the group ( We have also continued to advertise to our patient group in house by providing a poster display in our main reception together with information leaflets available in our waiting area. The in house literature advises our patient population of our interest in engaging with them and asking for their views on service provision.

The Practice premises are open from 8.00 am to 6.00 pm Monday – Friday (excluding Bank Holidays). Patients are able to speak to our reception staff during these hours either via telephone or face to face. Outside the practice core hours (8.00 am – 6.30 pm) the Practice also offers extended hours sessions on a weekly basis. These sessions are provided on alternate Monday and Thursday evenings.

The participants of our group have all completed opt in questionnaire which included some profile questioning.

The current group profile is as follows:

AgeRange / Number of Participants / AgeRange / Number of Participants
Under 16 / 0 / 45 - 54 / 6
17 – 24 / 0 / 55 – 64 / 16
25 – 34 / 5 / 65 – 74 / 17
35 - 44 / 14 / 75 + / 1

Of which 24 are male and 35 female.

The group were surveyed on 27 7 13 to seek their views on priorities for this survey year. Based on the feedback received we were able to devise a survey which is based on the Group’sidentified priorities and issues for 2013/14.

This year’s survey was circulated to the group on 20thFebruary 2014. A copy of the survey is available to view by clicking on the link below:

Survey Results

Respondent Demographics

Total number of respondents 28 not all wished to supply demographic information

Question One / Male / Female / Unknown
Patient Identification / 22 / 10 / 12
Question Two / Number of respondents
Age range of patients / 22 / Age range 30-79 yrs old

Repeat prescriptions

Question Three Repeat
Prescription developments
Answer Options / Strongly agree / Agree / No preference / Disagree / Disagree strongly / Response Count
Don't change it because it works well / 10 / 5 / 6 / 0 / 1 / 22
I would like to be able to register for online services and choose my prescriptions from a picking list of approved prescriptions / 3 / 4 / 8 / 2 / 1 / 18
I would like to be able to have my prescription collected by a chemist that I nominate / 2 / 7 / 8 / 1 / 0 / 18
I would like to be able to have my prescription sent electronically to a chemist I nominate / 6 / 8 / 6 / 0 / 0 / 20
I would like to be able to nominate a friend or family member to do my electronic prescriptions / 1 / 3 / 10 / 1 / 1 / 16
answered question / 25
skipped question / 3
Question Four Repeat Prescription developments
Answer Options / Strongly agree / Agree / No preference / Disagree / Disagree strongly / Response Count
don't change it because it works well / 10 / 5 / 6 / 0 / 1 / 22
I would like to be able to register for online services and choose my prescriptions from a picking list of approved prescriptions / 3 / 4 / 8 / 2 / 1 / 18
I would like to be able to have my prescription collected by a chemist that I nominate / 2 / 7 / 8 / 1 / 0 / 18
I would like to be able to have my prescription sent electronically to a chemist I nominate / 6 / 8 / 6 / 0 / 0 / 20
I would like to be able to nominate a friend or family member to do my electronic prescriptions / 1 / 3 / 10 / 1 / 1 / 16
answered question / 25
skipped question / 3

Using modern forms of communication, email, text

Question Five
Mobile phones and texting present opportunities and challenges, particularly when handling sensitive information. It is a challenge to keep numbers current as phones get changed or lost or handed to other family members. Currently we use the numbers we have but we don't send text messages. Before developing services further it would be helpful to have your thoughts on some issues. Firstly the services you would welcome
Answer Options / Strongly agree / Agree / No preference / Disagree / Strongly disagree / Response Count
Text reminders to attend for flu vaccination / 7 / 8 / 4 / 3 / 0 / 22
Text reminders to attend for chronic disease monitoring e.g. BP, Diabetes / 6 / 6 / 5 / 4 / 0 / 21
Text reminders of blood tests / 8 / 5 / 5 / 4 / 0 / 22
Text reminders for nurse appointments / 5 / 8 / 6 / 3 / 0 / 22
Text reminders for GP appointments / 5 / 6 / 7 / 4 / 0 / 22
Text reminders for all appointments / 6 / 6 / 8 / 3 / 0 / 23
I don't want text reminders for anything / 5 / 1 / 5 / 5 / 4 / 20
I never text / 3 / 1 / 3 / 3 / 9 / 19
answered question / 25
skipped question / 3
Question Six
Email has been a useful way to carry out surveys for us but is not accessible to all our patients. We don't currently provide email access to our services because it would potentially create demand which we could not adequately regulate or control. Were patients to use it for an immediate problem they might expect a quick action, which we might then not deliver, as such we feel it presents risks, particularly when doctors are absent from practice. In order to plan our use of email can you give us your thoughts on the following issues and any comments you may have?
Answer Options / Strongly agree / Agree / No preference / Disagree / Strongly disagree / Response Count
Email access is not a priority for me / 3 / 6 / 5 / 6 / 3 / 23
Email access would be helpful for non urgent queries only / 7 / 11 / 2 / 3 / 0 / 23
Email access a specific GP would be an essential part of this as they know the issues of my care / 5 / 6 / 9 / 2 / 1 / 23
Email access to a doctor but not necessarily my own would be helpful / 3 / 9 / 6 / 4 / 1 / 23
Emails must be replied to within 24 hours / 5 / 7 / 5 / 2 / 3 / 22
Emails must be replied to within 5 days / 3 / 7 / 3 / 5 / 4 / 22
Email conversations should be incorporated within my clinical records / 6 / 10 / 6 / 1 / 1 / 24
We know that this is a difficult area for patients and doctors for differing reasons, let us have your thoughts here?
See appendices / 13
answered question / 24
skipped question / 4
Question Seven
Websites have become a part of every day life and we need to update the surgery website. Given that there is a lot of medical information already out on the web we don't seek to reproduce what is already out there. What would you like to be able to do or see on our website that is not already there?
Comments
There could be a list of support groups available for people who don't particularly want to see a doctor, but would benefit from speaking to people with similar problems.
The surgery's web site shouldn't aim to be all things to all people; general medical information is available from all manner of other web sites, including Central Government portals. In this respect, the content of the current site is, in my opinion, fairly well on the money, covering the basics that patients require and that would not be available elsewhere.
As more users access the web through mobile devices, including smart phones and tablets, perhaps a redesigned site should accommodate such devices more successfully; providing users of mobile devices with a version of the site that is optimised for their device should not be an issue technically and would allow for quicker, easier access to all site information and functionality.
My only concern with the current site, and something for the developers of any revised site to consider, is that it meets neither the Web Accessibility Guidelines, nor the Web Validation Standards. Although the latter is an important consideration, as it aims to ensure that the web site displays and operates correctly across different web browsers, the former is a vitally important consideration for site visitors who have web accessibility issues; this may include users with a form of colour-blindness, those with severe visual impairment and who rely on text-to-speech software to essentially listen to web sites, through to those who are unable to use a keyboard or mouse, using an alternative input device to navigate the site. I would be surprised if users of the surgery web site did not have a particularly wide cross-section of web accessibility needs between them and this should be reflected in the site's accessibility; I note that the existing site does sign-post such users to an external web site, but this should not be necessary and accessibility should be built into a revised site from the off.
Sorry I do not have a view on this as I have only ever used it to request a prescription.
seems fine to me. covers most areas
Times you can call up to book an appt.
I often find I ring at 8.30 a.m. exactly and am told the lines aren't open yet (because the system clock at the surgery is delayed, presumably), then I lose my place in the queue and have to ring and ring again to get through - crazy.
even if links to other websites it would be helpful.
general advice and tips that I am sure could be copied from someone else's site would be good.
It would be useful to know if a dr had a specialism eg asthma or orthopaedic
Nothing in particular
Nothing. It's fine as it is.
I would like the ability to book appointments online, or, at the very least, request them.
It would also be good to be able to see - in real time -any surgeries which were running behind schedule.
Book appointments
I cannot think of anything.
It is satisfactory
I've never visited nor used your website, sorry.
Nothing.

Improving services offered at Eaglescliffe Medical Practice

Question Eight

Question Nine
What services not currently provided would you want to see develop?
Answer Options / Highest priority / High priority / Needed / Low priority / Lowest priority / Rating Average / Response Count
Consultant clinics / 2 / 0 / 7 / 9 / 0 / 2.72 / 18
Hearing tests / 0 / 5 / 15 / 1 / 1 / 3.09 / 22
Hearing aid fitting / 0 / 5 / 13 / 3 / 0 / 3.10 / 21
Private Physiotherapy / 1 / 2 / 5 / 7 / 6 / 2.29 / 21
Alternative medicine practitioners / 1 / 1 / 7 / 8 / 5 / 2.32 / 22
Dementia care clinics / 2 / 5 / 10 / 5 / 0 / 3.18 / 22
Mental health care clinics / 1 / 6 / 8 / 6 / 0 / 3.10 / 21
Are there any other services we need to consider developing? / 11
answered question / 24
skipped question / 4

Suggestions

• Dressing changing following surgery and accident that has been treated in a hospital or clinic
• Self help groups for specific conditions
• Pain clinics
• First aid course
• Drop in Family Planning
• Blood pressure measuring device to use by oneself before appointments
• Minor injuries service for cuts bruising minor dislocations to take pressure of A and E at North Tees
• Service Dealing effectively with obesity

Relocation of Traditional Hospital Services

Question Ten
When a new hospital is developed in Wynyard it may change peoples views as to where they wish to receive services currently delivered to GP patients by the hospital at North Tees. Not all the options here are currently available but given a free choice what would you be content with? You can select more than one service.
Answer Options / New Wynyard Hospital / James Cook Hospital / Nuffield Hospital (Norton) / Woodlands Hospital (Darlington) / Response Count
Routine X rays or investigations / 8 / 14 / 13 / 10 / 21
Routine outpatient appointments / 6 / 14 / 13 / 9 / 22
Urgent outpatient appointments / 9 / 16 / 13 / 7 / 22
Routine hospital admissions for planned surgery / 12 / 13 / 11 / 9 / 21
Urgent hospital admission / 12 / 16 / 9 / 9 / 21
Minor injuries (cuts, sprains) / 7 / 13 / 13 / 9 / 20
More serious injuries (possible fractures) / 12 / 18 / 10 / 7 / 22
Any thoughts you may have on how having the hospital based at Wynyard is likely to change how or where you wish to have these or other services delivered to you would be really helpful / 15
answered question / 22
skipped question / 6

Question Twelve
If it were possible to provide outpatient clinics from Eaglescliffe which specialties would you like most to have provided here?
Answer Options / Yes / No / No Preference / Response Count
Orthopaedics (Hip and Knee) / 14 / 0 / 6 / 20
Orthopaedics (Arm and shoulder) / 12 / 0 / 7 / 19
Paediatrics / 11 / 1 / 5 / 17
Cardiology / 12 / 0 / 6 / 18
Mental Health (All ages) / 9 / 1 / 7 / 17
Memory service / 7 / 1 / 9 / 17
Urology (Bladder and Prostate) / 12 / 0 / 8 / 20
Gynaecology / 8 / 2 / 6 / 16
There are lots of medical specialties, not all of which are practical to deliver within a community setting, are there any you would see as a priority that we haven't listed?
See appendices / 9
answered question / 21
skipped question / 7

Long term Health conditions

Question Thirteen
Tell us what you find good about the services we provide for those with long-term health conditions?
Good access to clinical services, but the appointment system does not work for getting to see your choice of G.P., i.e. releasing appointments at 8.30 am.
no experience here
Due to the caring and high standard of the professionals received at all times gives the patient faith and confidence in their care and treatment
Fortunately we don't have problems of this nature (at present!)
Excellent ongoing overviews. Deep knowledge of patients. A smiling reception by all staff. Your service is second-to-none.
N/A
An understanding of the stress and pressure long term conditions can cause.
Thankfully, we have not had occasion to use them yet, so therefore, I cannot comment.
The quality of care is effective and efficient. Information and advice seem to be up-to-date.
The reception staff are, in the main, caring and take time with the patients, the surgery is a pleasant comfortable building and the on line prescription service is good
Question Fourteen
Tell us what you think needs to change or how we could improve the way we provide services for those with long-term health conditions.
no opinion
The same level of services needs to be upheld without any further cuts being implemented which I feel would affect the standard of the services already provided
Ensure patients see the same dr on each visit if possible
Have these patients marked on the computer to be given some priority when trying to get an appt
Don't know.
From personal experience, I could not be happier with the care I receive.
N/A
I don't know of any changes other than flexible appointments allowing for stress.
I have no comment on this.
Trying to see a particular doctor is often difficult.

Patient Participation Group opportunities

Question Sixteen
I think that the Patient Participation Group should help develop patient services for Eaglescliffe?
Answer Options / Response Percent / Response Count
Yes / 79.2% / 19
No / 0.0% / 0
Don't Know / 20.8% / 5
Comments
See Appendices / 1
answered question / 24
skipped question / 4
Question Seventeen
I think that the Patient Participation Group could raise funds to buy equipment and develop services at Eaglescliffe?
Answer Options / Response Percent / Response Count
Yes / 34.8% / 8
No / 13.0% / 3
Don't Know / 52.2% / 12
Comments
See Appendices / 1
answered question / 23
skipped question / 5
Question Eighteen
Are there other things you would like the Patient Participation Group to be doing?
The group could set up a group email database to send to patients who consent to receiving information about support groups and access groups in the area.
can't think of any
Explore practical issues eg car parking, information leaflets, child corner
I am happy to be consulted.
Can't think of anything.
I think that the p.p.g. should be included in any major decision making, (as stated in part 16), and should be respected as "the people's representative", delivering the services that patients want, and not what bureaucrats say we have to have.
No
The group could set up a group email database to send to patients who consent to receiving information about support groups and access groups in the area.
can't think of any
Question Nineteen
I am happy to be contacted to discuss this further?
Answer Options / Response Percent / Response Count
Yes / 52.0% / 13
No / 48.0% / 12
If Yes please submit your email address / 13
answered question / 25
skipped question / 3

Survey satisfaction

Question Twenty
Has this survey addressed issues that are important to you?
Answer Options / Response Percent / Response Count
Yes / 58.3% / 14
Not at all / 0.0% / 0
Partially / 41.7% / 10
Other areas I would like the group to explore are / 7
answered question / 24
skipped question / 4

Reflections on Results of survey

The results of the survey have been shared with the group and they were given the opportunity to comment on the survey results and our suggested actions prior to the publication of the results on the practice website. It is again pleasing to have so many people take the time to share their views with us. We will continue to reflect upon them as we plan service developments within Eaglescliffe Medical Practice, these are our initial thoughts and plans based on the results of your survey.

Repeat Prescriptions

We are pleased to hear that the majority of people feel that there is no pressing need to change the system we currently operate. We are aware that having been tested at various locations around the country there is the opportunity to have prescriptions transferred electronically to the chemist of people’s choice. This will be gradually rolled out across Teesside shortly. We would plan to explore this option as well over half our group thought this would be useful. It is likely that in preparation for this we will need to alter how people order medication allowing patients to select their own prescriptions from a picking list linked to our clinical system.

ActionTo pursue electronic transfer of prescriptions when the system becomes available locally and initiate changes to how prescriptions are ordered in preparation for this.

Use of Modern forms of Communication

Texting, it was useful to hear that no one is completely against this method of communication but a few of you were not keen to have messages of any kind. Clearly any system we employ needs to be an opt in service and that we will need to give patients the opportunity to opt out of this method of communication should they wish to. The new clinical system we have installed gives us the facility to offer this service and we undertake to create a plan as to how text messaging services for a range of our services can be provided