INFORMATION TEMPLATE
Local Patient Participation Report
Contents of this template will form the basis of information required for publication on the practice website by 31st March of each year (2013 & 2014). The completed template should be submitted to the PCT to satisfy requirements for annual reporting. If the practice has not completed all steps, it must still report any progress made to quality for payment.
1. Validate that the patient group is representative
Age & SexAge / Males / Females
00-09 / 465 / 456
10-19 / 340 / 302
20-29 / 400 / 397
30-39 / 506 / 526
40-49 / 326 / 290
50-59 / 205 / 174
60-69 / 136 / 141
70-79 / 78 / 88
80-89 / 24 / 47
90-99 / 4 / 8
100+ / 0 / 0
% Male / 2484
% Female / 2429
/ Ethnicity
White / White
% British Group / % British Group / 109
% Irish / % Irish / 29
% Other White Group / %Other White Group / 544
Mixed / Mixed / 11
% White & Black Caribbean / % White & Black Caribbean / 11
% White & Black African / 27 / 20
% White & Asian / % White & Asian / 10
Asian or Asian British / Asian or Asian British
% Indian / % Indian / 1680
% Pakistani / % Pakistani / 1153
% Bangladeshi / % Bangladeshi / 539
% Other Asian / % Other Asian / 219
Black or Black British / Black or Black British / 221
% Caribbean / % Caribbean / 52
% African / % African / 66
Chinese/other ethnic group / Chinese/other ethnic group
% Chinese / % Chinese / 28
% Any other Asian / % Any other / 221
PRG profile:
Show how the practice demonstrates that the PRG being is representative by providing information on the PRG profile
Age25--65 and 15 members
over 65 years 3 members / Sex
8 Male and 10 Female / Ethnicity
British & British Asians
Balfour Medical Centre has a fairly activePatientParticipation Group. Theprofile of the group is as follows; - 8 Male members and 10 Female members. Their ethnicity is British, British Asians and British Caribbean
15 Members of this group are in the age group of 25 -65 and 3 members are over 65 years.
1. We have actively sought to include patients from a wider demographic and new ways of incorporating them.
2. During our registration process we ask all the new patients if they would like to get involved in the PPG.
3. In view of the changes we have increased both the demographic in terms of ethnicity and wider age group.
4. We appreciate that there is work still to be completed and we acknowledge that we are working towards these targets.
5. We have incorporated the patient participation group invite within our patient questionnaire where give them an option to become a member
6. Advertisements have been placed to attract new members i.e. posters. We have also added this on our practice leaflet explaining the purpose of the group. Employees of Balfour Medical Centre have been approached regarding joining the group .In addition current members of the group have spent time in the waiting room canvassing for new members, including attending the surgery during antenatal clinics in order to try and recruit younger patients.
Process used to recruit to the PRG group
1. Posters displayed in reception, direct invitation to patients through discussion with practice clinicians, promotion by the reception & admin team
2. On the day of registrations we have explained the purpose of this group and requested if they would like to join.
3. We requested the Patient participation Group committee to help us
4. Those whom have expressed an interest to join have been contacted by the PPG Chair by SMS and Phone.
5. In order to make this process more convenient we are looking to contact patients whom expressed an interst to participate by email.
2. Validate the survey and action plan through the local patient participation report
Survey
Describe how the priorities were set:
The patient reference group met and discussed about the purpose of this survey and drawn questions where they felt had priority and should be included in the practice survey.
Describe how the questions were drawn up:
Based upon last year’s results the main feedback we received from the survey conducted and verbal communication by the PPG focus group.
1. Patients wanted an easier system of booking appointments and also Prescription Ordering Online. We have also implemented Electronic Prescription Service. These suggestions were implemented and this is what we have applied;
· Online Booking for appointments user ID for the patient and this includes a Pin Number and guide on how to register: As detailed below:
· The facility to book appointments online is now available by using the website https://patient.emisaccess.co.uk/register
· You will need to register for online facilities with reception to obtain a user name and password for this website.
· We have an SMS result and appointment service by consent of patient, the patient is the focus of everything we do.
· We have implemented these changes because we took on board the suggestions of the PPG Focus group and patient feedback.
· The process is evolving as we are making more patients aware of the benefits of the above services.
How was the survey conducted?
The survey was conducted in February whereby 100 patients completed the questionnaire.
1. Questionnaires were emailed to recent registered patients.
2. In addition to the above the PPG members distributed questionnaires to patients when the survey was implemented to encourage feedback and the benefits of completing the survey to improving patient service.
What were the survey results?
1. How helpful do you find the receptionists at your GP practice? – 91%
2. How easy is it to speak to a doctor or nurse on the phone at your GP practice? - 69.4%
3. How quickly do you usually get seen by a doctor? – 81.75%
4. How easy is it to book ahead in your practice? – 76.4%
5. Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following?
a. Giving you enough time / 81.37%b. Explaining tests and treatments / 69%
c. Involving you in decisions about your care / 63.00%
d. Treating you with care and concern / 67%
6. How long did you wait for your consultation to start - 68%
7. Overall, how would you describe your experience of your GP surgery – 76.70%
8. The surgery has patient access online how do you rate the service? (If you are not sure for this services please speak to the reception staff)
9. SMS text services appointments 79.62%
10. Receiving blood test result via SMS 73.33%
11. Online medication ordering services 79.55%
12. Booking online appointments 76.74%
13. Are you? (Gender) M 27% - F 70%
14. Are you?
4% / 46% / 37% / 6% / 6%Under 16 / 16 – 44 / 45 – 64 / 65 – 74 / 75 or over
What is your ethnic group?
15% / 9% / 70% / 0 / 0 / 5% / State otherWhite / Black or Black British / Asian or Asian British / Mixed / Chinese / Other Ethnic group
The Survey results were discussed in the meeting half for the PPG Focus group.
The main points raised were in respect of getting more patients to engage with online services. In order to make more patients aware of how it will help them and also allow greater use of valuable Surgery appointment time.
The issues re: GP access was of concern with individuals stating they find it difficult to access appointments.
Dr Sinha addressed these concerns in the meeting re these issues the facts are that a minority of patient’s use of regular surgery time and this is an issue affecting multiple surgeries as demand increases.
The challenges faced are that the GP directs patient to Pharmacists for advice on medicine and also requests that they consider the need to visit repeatedly.
The Surgery has implemented extended opening times so that those whom cannot make usual appointment times.
This is to allow those whom are working to get access to services at the Surgery. The challenges facing the GP are that the regular patients use these slots to get appointments.
Dr Sinha already undertakes telephone consultation on a limited scale and is looking to increase this as it was felt that this would reduce appointment misuse and also benefit patients.
One of the PPG members stated that having used the service she was contacted by the Doctor having left a message. She was very reassured as she was contacted by the doctor.
The proposal is to increase the Telephone Consultation for half an hour several times a week and assess its viability.
Action Plan for 2013-14
.
In moving forward the PPG Focus group looked at increasing awareness of SMS notification, EPS and Online services for patients.
Continue to increase the demographic for the PPG which is already in process via direct communication, posters email and telephone communication.
Dr Sinha also felt that Pre Booking is an issue this was implemented to allow improve access to the clinic but has been abused by patients as numerous DNA have occurred.
To combat this it was recommended that patients must confirm a minimum of 24 hours prior to their appointments their attendance or the slot would be offered to another patient.
To Summarize:
Greater awareness of Patient Access via Online Services
Greater demographic of access to PPG
Combating Patient abuse of service via proposed patient removal for persistent individuals whom fail to attend and not inform the Surgery.
Increase the telephone consultation
PRE Book appointments 24 confirmations to attend.
Any areas of disagreement?
None
Are there any contractual considerations to the agreed actions?
There are no contractual changes being considered
Local patient participation report:
Where was the report published?
MyHealth London
Describe how the results of your survey were advertised and circulated.
We have displayed the results in the reception area and My Health London
Include a copy of your full practice report
What were the survey results?
Q1) How helpful do you find the receptionists at your GP practice? Average = 91%
RAW DATA
How helpful do you find the receptionists at your GP practice? / Very Helpful / Fairly Helpful / Not Very Helpful / Not At All Helpful / Don't Know / Total / Not Specified / Mean Percentage Score (%)67 / 30 / 3 / 0 / 0 / 100 / 0
Percentage Score (%) / 100 / 75 / 50 / 25 / 0 / 9100 / N/A / 91
Q2) how easy is it to speak to a doctor or nurse on the phone at your GP practice? Average = 69.4
How easy is it to speak to a doctor or nurse on the phone at your GP practice? / Very Easy / Fairly Easy / Not Very Easy / Not At All Easy / Don't Know / Haven't Tried / Total / Not Specified / Mean Percentage Score (%)39 / 22 / 17 / 6 / 1 / 15 / 100 / 0
Percentage Score (%) / 100 / 80 / 60 / 40 / 20 / 0 / 6940 / N/A / 69.4
Q3) how quickly do you usually get seen by a doctor? Average = 81%
RAW DATA
How quickly do you usually get seen by a doctor? / Same Day Or Next Day / 2-4 Days / 5 or More Days / I don't usually need to be seen quickly. / Don't Know/Never Tried / Total / Not Specified / Mean Percentage Score (%)59 / 20 / 11 / 9 / 1 / 100 / 1
Percentage Score (%) / 100 / 75 / 50 / 25 / 0 / 8175 / N/A / 81.75
Q4) how easy is it to book ahead in your practice? Average = 76%
RAW DATA
How easy is it to book ahead in your practice? / Very Easy / Fairly Easy / Not Very Easy / Not At All Easy / Don't Know / Haven't Tried / Total / Not Specified / Mean Percentage Score (%)34 / 43 / 8 / 7 / 2 / 6 / 100 / 0
Percentage Score (%) / 100 / 80 / 60 / 40 / 20 / 0 / 7640 / N/A / 76.4
Q5) Last time you saw/spoke to the nurse at the GP surgery, how good was the nurse at each of the following?
Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following? / Very Good / Good / Neither Good Nor Poor / Poor / Very Poor / Doesn't Apply / Total / Not Specified / Mean Percentage Score (%)Giving you enough time / 57 / 29 / 2 / 0 / 0 / 10 / 98 / 2
Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following? / Very Good / Good / Neither Good Nor Poor / Poor / Very Poor / Doesn't Apply / Total / Not Specified / Mean Percentage Score (%)
Explaining tests and treatments / 46 / 26 / 2 / 0 / 0 / 22 / 96 / 4
Percentage Score (%) / 100 / 75 / 50 / 25 / 0 / N/A / 6650 / N/A / 69.27083333