Great Bridge Partnerships for Health

GreatBridge Partnerships for Health

Patient Participation Report March 2014

Introduction

The purpose of the Great Bridge Partnerships for Health, Patient Participation Group is to ensure that our patients are involved in decisions about the range and quality of services provided by the surgery. The Patient Group was formed in 2012. It has been difficult to recruit more members, over the years. Unfortunately the patient group does not reflect the patient demographics.

The Practice encourages membership through:-

Posters within the surgery.

Text message sent to all patients with consent

note added to repeat medication requests

Any patient who makes a verbal or written complaint is invited to join the group

New patient registration forms

Working with the community centre next door to the practice.

Approach patient individually

The Patient Group held a meeting on the 20th February 2014 to discuss the objectives of the survey. A mini questionnaire was handed out to the members to fill in their concerns or issues in order of priority.

The results were discussed and a Patient survey was developed out of the feedback. A copy of the questionnaire is attached (Appendix1).

Methodology

The questionnaire was distributed in the waiting room between 3rd and 14th March 2014.

We handed 120 questionnaires to patients attending for appointments or any other service during that period. A lot of patients wanted to take the form home, but did not return it back to the surgery. Some patients refused to take part in the survey. 80 questionnaires were returned for analysis. 10% of the questionnaires were sent to housebound patients or carers via prescription delivery service from the pharmacy.

The questionnaire asked the patients to rate aspects of the way the surgery is run. A rating scale of 1-5 was used where a score of 1 meant poor and 5 meant excellent service.

Outcome of the priorities of the survey

The group agreed the following categories below in order to measure the quality of the services provided and patient satisfaction in relation to:

Appointments
Staff
Prescriptions
Communication with patients
Practice Facility
Other services

For the purposes of analysis:-

5 (excellent); 4 (very good) and 3 (good) were combined as group A

2 (fair); 1(poor) were combined as group B

Not applicable – group C

Practice population

The Practice has a registered list size of 4,419 and is predominately White British ethnic grouping.

Population breakdown

Age range / Male / Female / Total
0-19 / 680 / 591 / 1271
20-29 / 303 / 361 / 664
30-39 / 297 / 356 / 653
40-49 / 313 / 306 / 619
50-59 / 261 / 238 / 499
60-69 / 170 / 171 / 341
70-79 / 74 / 109 / 183
80-89 / 64 / 95 / 159
90-99 / 3 / 26 / 29
Total / 4419

Patient group demographics

Age / Total / Ethnicity / Total
0-19 / White British / 7
20-29 / 3 / Black/black British / 1
30-39 / 1 / Asian/ Asian British / 5
40-49 / 3 / Mixed / 1
50-59 / 7 / Chinese
60-69 / Other
70-79
80-89
90-99

Analysis of patient survey

Patient Participation Group Meeting was held on the 24th March 2014 at the community centre to discuss the outcome of the survey and agree an action plan.

The survey analysis showed positive feedback, however the group felt that we should action all aspects of the survey in priority.

Some patients had made comments relating to recruiting of more doctors for the practice. The manager has explained that the practice has been monitoring the access levels on quarterly bases. The number of acute sessions (to see a clinician who can prescribe medication e.g. Doctor or nurse prescriber) has been increased from 9 in May 2013 to 16 in March 2014. It is true that currently some extra sessions have been booked through locum agencies. All members agreed that the locum doctors were very good however they felt that a permanent doctor would provide more continuity for the patients.

The practice is committed to actively advertising to recruit a general practitioner for practice to provide extra sessions at the surgery.

The following action plan was agreed.

1. Appointment

One third of those surveyed found it difficult to make an appointment by phone and over 40% of patients surveyed wanted an appointment within a reasonable time. The group considered what would constitute reasonable time. The expectation from the group was that 2/3 working days would be considered reasonable.

One third of those surveyed said that they were waiting too long in the surgery and not kept informed of the delay.

Action plan

The practice to review current arrangement for telephone calls received in the first 2 hours.
To educate patients about appropriate time to call for results; repeat prescriptions and other queries
Reception staff to be given guidance regarding informing patients about any delays in clinics.
To carry on promoting Did not attend figures on a weekly basis
To actively contact all patients who fail to attend appointments made on 3 occasions.
To contact IT to report text messaging not working.

2. Our Staff

B / Our staff / excellent / Very
good / good / fair / poor / N/A
Group / A / A / A / B / B / C
1. / The courtesy of the person who took the all / 22 / 26 / 15 / 10 / 2 / 5
% total for each group / 78.75% / 15% / 6.26%
2. / The friendliness of the receptionist / 31 / 20 / 20 / 6 / 2 / 1
% total for each group / 88.75% / 10% / 1.25%
3. / The caring concern of the nurse/ doctor / 19 / 25 / 24 / 4 / 5 / 3
% total for each group / 85% / 11.25% / 3.75%
4. / The helpfulness of the people who assisted you with your query / 17 / 26 / 21 / 6 / 5 / 5
% total for each group / 80% / 13.75% / 6.25%

Overall the patient survey suggested that the patients were happy with the way the calls were handled.

Action plan

To continue to maintain this level of service

3. Prescriptions

D / Prescriptions / Yes / No / N/A
1. / Do you get your repeat prescription within 2 working days / 51 / 7 / 22
% / 63.75% / 8.75% / 27.5%
2. / Do you attend for regular reviews / 53 / 24 / 3
% / 66.25% / 30% / 3.75%
3. / Are you aware the pharmacy can order your repeat medication / 41 / 20 / 19
% / 51.25% / 25% / 23.75%

Nearly 10% of those surveyed were not receiving the standard of service expected from the surgery. To receive, their repeat medication, within 2 working days. A further 25% were not aware that this service could be arranged by the pharmacy. The group felt that the practice should do more to raise the awareness of services provide by pharmacies. This would benefit patient’s outcomes.

Action plan

To make patients aware of the difference between acute medication and repeat medication. The practice to inform patients of the repeat medication request procedure, through slips attached to the prescription. Posters in the surgery.
To educate patients about repeat ordering service done through pharmacies.
To audit service quarterly

4. Our communication with you

E / Our communication with you / Excellent / Very
Good / good / Fair / poor / N/A
Group / A / A / A / B / B / C
1. / Your phone calls answered promptly / 10 / 14 / 23 / 18 / 5 / 10
58.75% / 28.75% / 12.5%
2 / Explanation of your procedure if applicable / 10 / 14 / 23 / 10 / 2 / 21
58.75% / 15% / 26.25%
3. / Test results reported in a reasonable amount of time / 9 / 17 / 14 / 18 / 4 / 18
50% / 27.5% / 22.5%
4. / Effectiveness of our health information materials / 9 / 16 / 27 / 12 / 3 / 13
65% / 18.75% / 16.25%
5. / Our ability to return your calls in a timely manor / 10 / 19 / 17 / 12 / 6 / 16
57.5% / 22.5% / 20%

The majority of patients responded in a positive way, choosing excellent, very good or good. However nearly30% of those surveyed felt that the telephone calls and test results were not answered in a set timeframe.

Action plan

The practice to review current arrangement for telephone calls received in the first 2 hours.
To educate patients about appropriate time to call for results; repeat prescriptions and other queries.
All requests for return telephone calls to be sent as a task to the practice member.

5. Our facilities

C / Our facilities / Excellent / Very
good / Good / Fair / Poor / N/A
Group / A / A / A / B / B / C
1. / Hours of opening / 14 / 25 / 21 / 10 / 7 / 3
% total for each group / 75% / 21.25% / 3.75%
2. / Overall comfort / 15 / 24 / 27 / 9 / 3 / 2
% total for each group / 82.5% / 15% / 2.5%
3. / Adequate parking / 12 / 13 / 29 / 5 / 4 / 17
% total for each group / 67.5% / 11.25% / 21.25%

Overall the results showed that over 65%of patients were happy with the practice facilities’, however a 21% felt our opening hours were fair or poor.

As this is a lift building we are unable to offer any other late; Saturday or Sunday sessions. The practice is always looking at ways to increase access on different days. We have currently offered a winter pressure scheme at one of our sister practice sites in West Bromwich on Saturday and Sunday opening.

6. Other services

F / Are you aware of these services / Yes / No / N/A
1 / Telephone consultation with the doctor / 52 / 24 / 4
% / 65% / 30% / 5
1a / Have you used this option / 33 / 43
41.25% / 53.75%
2 / Internet appointment booking / 14 / 62
% / 17.5% / 77.5%
2a / Have you used this option / 2 / 74
% / 2.5% / 95.5%
3 / Minor ailments scheme, through the pharmacy / 50 / 26
% / 62.5% / 32.5%
3a / Have you used this service / 36 / 40
% / 45% / 50%

It was highlighted that a lot of the patients were not aware of internet appointment booking or the minor ailment scheme run through local pharmacies. The practice had promoted telephone consultations over the last 6 months and is good to notice that 41% of those surveyed had used the service.

Action plan

To promote internet appointment service and minor ailments scheme through leaflets and posters at the Practice.
To utilise the notice boards more effectively – to publicize one service on all major notice boards. Each month promote different aspects of the surgery, so that information can be seen more clearly in the waiting area.

The Practice would like thank all the patients who took part in this survey and greatly appreciates the time given by the members of the Patient Participation Group in order to formulate this action plan and report

Bina Tah

Practice Manager

Appendix 1

A / Your appointment / Excellent / Very
good / Good / Fair / Poor / N/A
Analysis group / A / A / A / B / B / C
1. / Ease of making appointments by phone / 11 / 17 / 22 / 15 / 11 / 4
% total for each group / 62.5% / 32.5% / 5%
2. / Appointment available within a reasonable time / 10 / 17 / 17 / 12 / 22 / 2
% total for each group / 55% / 42.5% / 2.5%
3. / Waiting time in the reception / 9 / 23 / 22 / 17 / 8 / 1
% total for each group / 67.5% / 31.25 / 1.25%
4. / Keeping you informed if your appointment was delayed / 10 / 16 / 16 / 15 / 12 / 11
% total for each group / 52.5% / 33.75 / 13.75
5. / How would you rate the telephone consultations / 11 / 18 / 15 / 10 / 10 / 16
% total for each group / 55% / 25% / 20%
B / Our staff / excellent / Very
good / good / fair / poor / N/A
Group / A / A / A / B / B / C
1. / The courtesy of the person who took the all / 22 / 26 / 15 / 10 / 2 / 5
% total for each group / 78.75% / 15% / 6.26%
2. / The friendliness of the receptionist / 31 / 20 / 20 / 6 / 2 / 1
% total for each group / 88.75% / 10% / 1.25%
3. / The caring concern of the nurse/ doctor / 19 / 25 / 24 / 4 / 5 / 3
% total for each group / 85% / 11.25% / 3.75%
4. / The helpfulness of the people who assisted you with your query / 17 / 26 / 21 / 6 / 5 / 5
% total for each group / 80% / 13.75% / 6.25%
C / Our facilities / Excellent / Very
good / Good / Fair / Poor / N/A
Group / A / A / A / B / B / C
1. / Hours of opening / 14 / 25 / 21 / 10 / 7 / 3
% total for each group / 75% / 21.25% / 3.75%
2. / Overall comfort / 15 / 24 / 27 / 9 / 3 / 2
% total for each group / 82.5% / 15% / 2.5%
3. / Adequate parking / 12 / 13 / 29 / 5 / 4 / 17
% total for each group / 67.5% / 11.25% / 21.25%
D / Prescriptions / Yes / No / N/A
1. / Do you get your repeat prescription within 2 working days / 51 / 7 / 22
% / 63.75% / 8.75% / 27.5%
2. / Do you attend for regular reviews / 53 / 24 / 3
% / 66.25% / 30% / 3.75%
3. / Are you aware the pharmacy can order your repeat medication / 41 / 20 / 19
% / 51.25% / 25% / 23.75%
E / Our communication with you / Excellent / Very
Good / good / Fair / poor / N/A
Group / A / A / A / B / B / C
1. / Your phone calls answered properly / 10 / 14 / 23 / 18 / 5 / 10
58.75 / 28.75 / 12.5
2 / Explanation of your procedure if applicable / 10 / 14 / 23 / 10 / 2 / 21
58.75 / 15 / 26.25
3. / Test results reported in a reasonable amount of time / 9 / 17 / 14 / 18 / 4 / 18
4. / Effectiveness of our health information materials / 9 / 16 / 27 / 12 / 3 / 13
65 / 18.75 / 16.25
5. / Our ability to return your calls in a timely manor / 10 / 19 / 17 / 12 / 6 / 16
57.5 / 22.5 / 20
F / Are you aware of these services / Yes / No / N/A
1 / Telephone consultation with the doctor / 52 / 24 / 4
% / 65 / 30 / 5
1a / Have you used this option / 33 / 43
2 / Internet appointment booking / 14 / 62
17.5 / 77.5
2a / Have you used this option / 2 / 74
2.5 / 95.5
3 / Minor ailments scheme, through the pharmacy / 50 / 26
62.5 / 32.5
3a / Have you used this service / 36 / 40
45 / 50
G / Your overall satisfaction with / Excellent / Very
Good / Good / Fair / Poor / N/A
Group / A / A / A / B / B / C
1 / Our practice / 17 / 14 / 26 / 7 / 8 / 8
% / 71.25 / 18.75 / 10
2. / The quality of medical care / 12 / 19 / 22 / 7 / 9 / 11
% / 66.25 / 20 / 13.75
3. / Overall rating of your care from the doctor / 8 / 16 / 16 / 5 / 9 / 26
% / 50 / 17.5 / 32.5
4. / Overall rating of the care of your nurse / 20 / 29 / 10 / 7 / 4 / 10
% / 73.75 / 13.75 / 12.25
H / In the past 6 months have you requested an urgent appointment to see the doctor / Yes / No / N/A
24 / 52 / 4
30 / 65 / 5
I / Which of the following methods would you prefer to use to book an appointment at the surgery? / In person / by phone / On line / Not choose any
25 / 46 / 6 / 3
31.25 / 57.5 / 7.5 / 3.75

Practice opening hours

Monday / 08:30 - 18:00
Tuesday / 08:30 - 20:00
Wednesday / 08:30 - 18:00
Thursday / 08:30 - 12:30
Friday / 08:30 - 18:00

Online access is available to book appointments and order repeat prescriptions.