kilburn park medical Centre
patient participation report
April 2012 – march 2013
Practice population profileKilburn Park Medical Centre is based in Kilburn Ward, in the London Borough of Brent. Our patient list remains open and within the last year, the practice’s list size has grown by approx 6% to 7450* registered patients.
The mix of patient groups varies from time to time though the majority of our patients reside in social housing within an area of high deprivation. Key groups include; longstanding local residents, refugees and asylum seekers, a large numbers of non-English speakers, patients with co-morbidity, patients in residential accommodation and economic migrants.
*March 2013
KPMC Practice Population Age / Sex Breakdown
KPMC Practice Population Age / Sex Breakdown
<5 / 5-15 / 15-25 / 25-35 / 35-45 / 45-55 / 55-65 / 65-75 / 75-85 / 85+ / Total
Male / 232 / 433 / 417 / 745 / 663 / 583 / 301 / 188 / 104 / 36 / 3702
Female / 197 / 386 / 442 / 837 / 680 / 504 / 297 / 221 / 136 / 48 / 3748
Total / 429 / 819 / 859 / 1582 / 1343 / 1087 / 598 / 409 / 240 / 84 / 7450
There is a fairly even split of male/female patients, 50.3% female, and 49.6% male. Whilst 21% of patients belong to the 25-35 age groups, they only make up 5% of our patient reference group.
PRG profile
Our Patient Representative Group (PRG) currently consists of 37 patients.
The ethnicity mix of our current membership
Patient Age Sex Distribution
<5 / 6-15 / 16-25 / 26-35 / 36-45 / 46-55 / 56-65 / 66-75 / 76-85 / 8+ / Total
Female / 0 / 0 / 0 / 2 / 6 / 3 / 6 / 1 / 4 / 1 / 23
Male / 0 / 1 / 0 / 0 / 2 / 1 / 1 / 2 / 5 / 2 / 14
Total / 0 / 1 / 0 / 2 / 8 / 4 / 7 / 3 / 9 / 3 / 37
0% / 3% / 0% / 5% / 21% / 11% / 18% / 8% / 24% / 11% / 100%
The age split of the male/female patients on the PRG currently stands at 61% female & 39% male. Whilst 4.3% of our patients belong to the 75 years and over age group, they make up 35% of our PRG.
Virtual Patient Group
The practice has a virtual patient group to enable patients who find it difficult to attend meetings to still engage with the Practice. Minutes of meeting and newsletters are sent to the group.
Differences between the practice population and members of the PRG
The practice has identified that the following groups are under-represented.
· The under 30s (both male and female)
· Patients from ethnic minority groups
· Parents with young children
The Practice actively promotes the PRG on the Practice website and there is the facility for patients to join the PRG on-line. Our website is accessible to all age groups and predominantly the younger population use this medium of communication on a regular basis.
The practice has in times past booked interpreters to attend with members of the reference group to interpret and participate in the discussions taking place.
The meetings times are varied, from afternoons (prior to school runs) to late afternoons to accommodate for the working population as well as parents with young children.
The Practice continues to advertise in house to all patients, inviting them to join the participation group. GPs and staff members also personally invite patients to join the group and attend the scheduled meetings.
The Practice continues to have an in-house multi-lingual notice board which advertised the PRG Meetings. The PRG continues to be promoted in the practice newsletter, which is available to all visitors to the practice.
Survey
In order to collate and understand trends in the practices performance, it was agreed that CFEP UK Surveys would be re-engaged to undertake the Improving Practice Questionnaire, which the practice had used in times past.
The PRG agreed that the content of the sample questionnaires were adequate and there was no need to add any further questions, which was an option from the survey providers.
The survey was conducted in-house, during opening hours. All patients visiting the practice were asked to complete the survey. A dedicated member of the reception staff was available to assist the patients, if needed.
The survey ran from 19thNov – 21st Dec 2012 & 7th Jan-l 28th Jan 2013.
What were the survey results?
Action plan
All members of the PRG were invited to the meeting on 7th March 2013 and were sent a copy of the survey results for their perusal. The group were advised that the meeting would focus on the PRG jointly agreeing action plans for the future, in line with the survey results. Part of the meeting was dedicated to “Open space” allowing the PRG to also raise any other pressing issues.
The following action plan was agreed by the PRG.
PRG Action Plan
Priority for Action / Proposed Changes / Who needs to be involved / What is an achievable time frame?
Electronic communications –SMS text messaging / SMS messaging to be implemented. Initially offering appointment reminders / IT Administrator & Practice & IT System provider & PM
Reception & Admin Staff / Summer 2013
Electronic communications –On-line booking / The practice would continue to look in the feasibility of on-line booking. / IT Administrator & Practice & IT System provider & PM / Revisit this by December 2014
PRG meeting attendance/members engagement / Rotating the time/days of the meetings to see if more members attend / PRG Members & KPMC Management / Summer 2013
PRG meeting attendance/members engagement / Run a PRG recruitment campaign for new joiners to the Practice & verify existing membership / Admin Support Manager / Summer 2013
Check in system – Publicity campaign / Educating patient on- how to use it correctly / KPMC (Admin Support Manager) / April 2013
Check in system – staff competency / Ensure it is in working order daily / KPMC reception & Admin Team / April 2013
Future surveys
*IPQ=Improving Practice Questionnaire / Continue to use CFEP’s IPQ* to enable accurate monitoring of year on year trends. / Practice Manager & CFEP / March 2013/14
Summary of the progress made with the PRG 2011/12 Action Plan
You said ……. / We did …. / The result is ….The waiting areas required updating / Purchased replacement seating in the main waiting area.
Painted/decorated the ground floor area
Replaced the ground floor carpets with vinyl flooring. / In July 2012 the main waiting area received a much needed makeover which included replacement flooring and redecoration.
There was a lack of information available on what’s happening at the practice / Implemented regular briefing newsletters (every 2-3 months) / Since April/May 2012 the practice continues to issues regular Newsletters.
The Practice should promote the services on offer. Whilst the services are promoted in the Practice leaflet (which is given to new patients); existing patients were unaware of what services were now available. / Include an update on what services are available at the Practice in the regular newsletters. / This is now ongoing since the implementation of the Practice Newsletters April/May 12
Patients would benefit from having access to drinking water, if needed. / Obtained a water fountain – located in the ground floor reception area. / This was installed in the reception area in July 2012
There was a lack of information available on the members of the Primary health care team / Erected a “Who’s who” photographic display of staff working at the Medical Centre
Ensure that all staff were supplied name badges / In December 2012 the practice erected a “Who’s Who board in the main waiting area.
Since May 2012 all staff now have/wear name badges.
Patients were frustrated with waiting times / We listened and agreed to verbally advise patients when waiting times exceed 20 minutes / Reception and clinical staff now inform patients when the clinician is running more than 20 minutes late
The external signage was out of date – as some of the advertised services were no longer being provided / Ordered new external signage reflecting the practice website address, telephone/fax numbers. / This will be completed by the end of March 2013
Patients were experiencing difficulty getting through on the telephones / Agreed to revisit the telephone line opening times. / Since November 2012 we have extended the telephone lines operating hours. Lines are now re-opened from 3pm most afternoons.
On-line booking of telephone appointments may free up some telephone calls / On-line booking is possible with the current clinical system. Practice to carry this forward as an action for 2013-14 / Carry forward from April 2013
PATIENT PARTICIPATION REPORT 2012/13
All members of the PPG were issued a copy of the report which was produced in February 2013. An in-house publicity campaign was conducted, informing patients that the Local Patient Participation Report was published and copies are available in hard copy and on-line.
A copy of the report is available on the practice website and hard copies are available upon request:
http://www.kilburnparkmedicalcentre.co.uk/surveyreport.aspx?p=E84035
Kilburn Park Medical Centre - Opening times
Practice Core Opening Hours
Monday’s Tuesday, Wednesday’s: 08.30am – 1.00pm & 2.00pm –6.30pm
Thursday’s: 08.30am – 1pm & 2pm – 5.00pm
Friday’s: 08.30am – 1pm & 2pm – 6.30pm
Telephone Opening Hours
Monday’s Tuesday, Wednesday’s :08.30am – 1pm & 3.00pm – 6.30pm
Thursday’s: 08.30am – 1pm
Friday’s: 08.30am – 1pm & 3.00pm – 6.30pm
Practice Extended Opening Hours
Monday’s Tuesday, Wednesday’s: 6.30pm– 7.30pm
During our extended hour’s opening times, patient can access our practice nurse and GP’s, who run concurrent appointments.
Out of hours care – when we are closed
Patients can contact a GP 24 hours a day if they need to. We are part of the London Central & West Care Collaborative Limited GP Co-operative scheme, which collectively look after our patients out of hours.
Patients can contact the out of hours GP’s by on 020 8969 0808 based at St Charles Hospital in Exmoor Street, London. They can give advice over the phone, invite you to St Charles hospital or arrange a home visit.
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