2012-13 PATIENT PARTICIPATION REPORT
The Aberfeldy Practice
Thanks to all patients who completed the questionnaire and members of our Patient Reference Group for their help in compiling and approving the questionnaire, analysing the responses and agreeing an action plan
Description of the profile of the members of our patient group and patient reference group
The core group of 12 patients who attend some meetings and/or are actively involved in supporting patient participation related activities form our patient group. Due to the size of our patient group this cannot be considered representative of our registered patients so we adopted an outreach approach in 2011. The outreach approach provides contact with a wider group of patients who act as a patient reference group and over the year has led to contact with 42 patients. The 42 patients are referred to as our Patient Reference Group and enable a wider input into issues which patients identify and consider important. The profile of the Patient Reference Group is: 40% between 20 and 40 years; 60% are 40 years and above; 20% male and 80% female; 40% Bangladeshi or British Bangladeshi; 50% white or mixed British and 1% Indian/British Indian, Other white, Vietnamese and Somali (appendix 1 practice profile).
The members of the Patient Reference Group include community members of partner organisations such as Aberfeldy Well London, Culloden primary school, and Neighbours in Poplar. In addition to face to face contact meetings (which a manager and/or GP attend) we also receive feedback and engage with a wider population through written communication, interviews and surveys.
Contact with our patients occur throughout the year and include patient group meetings in July, October and March (February cancelled due to poor weather conditions), meetings with Culloden parents group June, November and February and attendance at three community events in July, October and November.
Steps taken to ensure that the Patient Reference Group is representative of our registered patients and where a category of patients is not represented, the steps taken in an attempt to engage that demographic
This is the second year we have used an outreach approach to make every effort to ensure the patient reference group is representative of our registered patients. The outreach approach involves discussing aspects of the service provided by the practice through existing groups and events on the estate. This approach involves meeting members of the community who don’t attend the patient group meetings but are registered with the practice. In addition to groups a manager and GP are involved in Aberfeldy Well London which provided the opportunity for feedback about the practice when residents were interviewed as part of the initial phase to identify areas for improvement and positive aspects of living on the Aberfeldy. The patient group met three times at the practice however contact with a wider group of registered patients through the local school, the children centre and Aberfeldy Well London provided the opportunity to engage with a higher number of patients which is more representative of the profile of our practice list. The meetings were promoted through posters and our website; letters inviting patients to meetings and outlining the agenda were given to patients up to a three week period before the meeting. Reception staff discussed the group with patients who attended the practice during the three weeks before each meeting and interest in the group was recorded allowing for follow up for those who showed an interest.
This approach shows our commitment to develop a patient reference group which is representative of the practice list and provides a number of opportunities for patients to become involved in decisions relating to the services provided by the practice. The priorities and actions agreed in year one was reviewed in the Spring/Summer of 2013 in conjunction with planning for the Olympic and Paralympic games. Registered patients identified aspects of the service which they considered a priority.
Outline the issues that the practice covered in the local practice survey
Priorities for the practice 2012/13 were discussed and agreed by the patient group and members of the patient reference group and are as follows:
1.Patient representation
2.Engaging with patients to understand any issues that arise
3.Monitoring the patient experience at a practice level/recognising the value of the Mori survey
Following the success of last years survey it was agreed that a paper survey was appropriate.
Details of the steps taken to determine and reach agreement on the issues which had priority and were included in the local practice survey
Last years priorities and actions and thoughts on priorities for this year were discussed during a meeting with parents at the local school in June and telephone contact with patients who are part of our Patient Reference Group during May and June. This information was then available at the patient group meeting in July. The only area to remain a priority was to strive for feedback from patients who are representative of our practice population.
The following decisions were agreed re: last year’s priorities:
The appointment system is being monitored by the Mori survey and day to contact with patients and was not seen as a priority this year.
The change to the leaflet stand was costly and at a time of cutbacks this was no longer seen as an important issue.
The patient led notice board was unsuccessful as volunteers found it difficult to commit time to organising the board, it was agreed that the notice board would continue to be managed by staff.
Patient information had been updated and thanks given to members of the Patient Reference Group who worked with a manager to amend the information.
No monitoring of the contact with our website is available but all agreed that the website details should be available however no one on the patient group or reference group had accessed the site.
The suggestion box in the waiting area didn’t have any responses/comments that were considered a priority, of the two comments received one was discussed with the patient who left their details. The other comment was not related to the practice.
The manner in which we sought to obtain the views of our patients
The patient survey (appendix 2) was based on the priorities agreed by the patient group/patient reference group. The questions were discussed with members of the Patient Reference Group and agreed at the patient group meeting in October, alongside the plan for distributing to patients and analysing the results.
Reception staff gave out surveys to patients and advocates and receptionists supported patients who required assistance. Surveys were given to members of groups who met on the estate. 200 questionnaires were printed and 147 returned to the Aberfeldy practice. The responses were analysed, with themes identified by the manager and reviewed by a member of the patient reference group who agreed the themes.
Details of the steps taken by the practice to provide an opportunity for the PRG to discuss the contents of the action plan
The results of the survey (appendix 3) were discussed with members of the patient reference group in February and at the patient group meeting in March 2013 where an action plan was agreed. The patient group meeting in March was advertised using a poster developed by members of the Patient Reference Group and was developed by an apprentice involved in the Aberfeldy Well London project. The final poster was printed in colour and A3 in size. 200 invitations were distributed via reception to patients explaining the patient meeting and agenda.
Details of the action plan setting out how the finding or proposals arising out of the local practice survey can be implemented and, if appropriate, reason why any such findings or proposals should not be implemented.
  1. Continue to use an outreach approach to achieve a patient reference group which is representative of the practice profile as the numbers of patients who attend the formal patient group meetings are small.
  2. Patient group meeting times to continue during the early evening.
  3. Due to the small number of responses it was difficult to establish what would encourage patients to attend the patient group meeting and it was agreed no clear action could be taken.
  4. The overall satisfaction with the GP’s, practice nurses, receptionists and health care assistants overall was excellent/good. The practices appreciate the positive feedback and continue to aim to maintain this high standard.
  5. Waiting times were discussed and a decision to monitor using spot checks were agreed. Spot checks to involve patients who have a booked appointment being asked after their appointment how long they had to wait to be seen from their appointment time. Agreed 5 spot checks daily for 1 week within the next two months.
  6. Appointment system – being able to be seen by a particular GP during a routine appt. Spot check of 10 patients during 1 week being approached and asked the following questions about how the appointment was booked. 1 If you asked to speak to a specific GP was this possible or if not were you given a reason? 2. Did you ask for an appointment with a specific GP? If you did was this possible and if not was a satisfactory reason given i.e. not available at the time and date requested.
  7. The recommendation of the Aberfeldy practice to friends and family was a positive response which we will continue to monitor via survey and patient feedback.

A summary of the evidence including any statistical evidence relating to the findings or basis of proposals arising out of the local practice survey.
Results of survey - responses (appendix 4)
Action Plan
Changes we intend to take as a consequence of discussions with the Patient Representative Group is respect of the results, findings and proposals arising out of the local practice survey.
The practice will continue to use an outreach approach to achieve a Patient Reference Group which is representative of the practice profile.
Patient group meeting times start time 6pm.
Patient waiting times from appt time to being seen – to monitor how long a patient waits using five spot check interviews every day for 1 week – the practice agreed to action this within the next two months.
Appointments - seeing a preferred GP. Agreed to interview ten patients during one week, using the following questions: 1 If you asked to speak to a specific GP was this possible or if not were you given a reason? 2. Did you ask for an appointment with a specific GP? If you did was this possible and if not was a satisfactory reason given i.e. unavailable at the time and date requested.
Outline actions taken on issues and priorities as set out in the Local Patient Participation Report 2011-12 (where the practice participated in the Scheme for the year 2011-12 (year 1). This is a summary as the actions taken were discussed in the section: Details of the steps taken to determine and reach agreement on the issues which had priority and were included in the local practice survey
The appointment system is being monitored through the Mori survey and day to contact with patients.
The original leaflet stand is still being used in conjunction with an rotating leaflet stand – new furniture was considered however due to the costs this was agreed to put on hold.
The patient led notice board was unsuccessful as volunteers from the patient reference group found it difficult to commit time to organising the board, it was agreed that the notice board would continue to be managed by staff.
Patient information was updated following input from members of the patient reference group who worked with a manager to amend the information. Involving patients in developing and reviewing patient information is now part of our ethos.
The Website will be reviewed during 2013, the patient group are aware of the changes with our current arrangements regarding the website and we will discuss in more detail when the practice have more information and options available.
Patient representation remained a priority for 2012/13 though it was acknowledged that the outreach approach and monitoring of the profile of the patient reference group had made the patient reference group more representative of the practices registered patients.
The opening hours of the practice premises and the method of obtaining access to services throughout the core hours and extended hours arrangements (the times at which individual healthcare professionals are accessible to registered patients) .
Opening hours:
08.30 – 18.00 Monday – Friday for access and telephone contact.
GP’s and practice nurses run morning and afternoon surgeries
Health care assistant appointments are available on Mondays, Tuesdays and Thursdays.
We offer extended hours access on two Saturday mornings a month (9.00-11.00) and two evenings per week currently on a Monday and Tuesday. GP’s and practice nurses are available during the extended hours access.
Access to services:
The surgery has developed an appointment system called Dr First. Instead of reception booking your appointment, the Doctor phones back on the same day as the request to discuss and resolve the problem with advice where appropriate or arranges a face to face appointment and follow up. We try to provide a choice of practitioner wherever possible on request, although we would encourage sticking with one GP to enhance continuity of care. Patients with urgent problems will be seen on the same day and for non-urgent problems we will strive to offer an appointment within 48 hours.

Appendix 1

Practice profile - ethnicity


Appendix 2 – patient survey

The Aberfeldy Practice

The Aberfeldy practice would be grateful if you would complete this survey by answering ALL of the following questions. This survey has been created with members of our patient group and is based on two priorities identified by patients.

  • Increasing the number of patients who attend the patient group
  • Receiving the best care from the team

1) The Aberfeldy patient group provides feedback about the services which you receive. This information plays a part in the decisions made about the services the team provide.

Would you be interested in attending our patient group meetings (maximum 4 per year?)

Yes
No

2) Would you be more likely to attend if the meeting was in the early evening or during the day (maximum 4 per year)? Please tick as appropriate.

TIME of MEETING / Tick preferred option
Early evening meetings 6pm to 7pm
Meetings during the day between 9am and 4pm
Neither meeting time is convenient

3) What would encourage you to attend patient group meetings?

4) At your most recent visit to the practice how do you rate the way you were looked after by the team? Please tick as appropriate.

Member of team / Excellent / Good / Average / Poor / Very poor / Not applicable
GP
Practice nurse
Reception
Health care assistant
Other (please state)
Other

5) If we could improve one aspect of the service in the next year what would this be?

6) Would you recommend The Aberfeldy practice to friends and family?

Yes
No
Don’t know

7) Please feel free to leave any comments regarding the above questions or any other suggestions you may have.

Thank you for taking the time to complete this survey. The results of this survey will be discussed by patient group and the team, following which an action plan will be drawn up to address any changes and improvements which can be made. The final report will be available to view on the Practice website.

Appendix 3 – survey results

Appendix 4 - responses

1 / Would you be interested in attending our patient group (maximum 4 per year)?
YES/NO / Number of responses
YES / 70
NO / 55
Number of questionnaires returned / 147
2 / Would you be more likely to attend if the meeting was in the early evening or during the day (maximum 4 per year)?
TIME OF MEETING / Number of responses
Early evening meetings 6pm to 7pm / 59
Meetings during the day between 9am and 4pm / 26
Neither meeting time is convenient / 37
Number of questionnaires returned / 147
3 / What would encourage you to attend patient group meetings
Comments / 10
weekend meeting / 1
Advertising / 1
Timing / 2
Nothing / 2
If it helps personal illness / 2
Time / 1
Tea and coffee / 1
%
Time of meeting / weekend / 0.68
Nothing / 1.36
If it helps personal illness / 1.36
Advertising / 1.36
More time / 0.68
Tea and coffee / 0.68
Number of questionnaires returned / 147
4 / At your most recent visit to the practice how do you rate the way you were looked after by the team? Please tick as appropriate.
Member of team / Excellent / Good / Average / Poor / Very poor / Not applicable
GP / 34 / 28 / 2
Practice nurse / 37 / 14
Reception / 49 / 16 / 4
Health care assistant / 23 / 14
Other (please state) / 1
Other / 1
5 / If we could improve one aspect of the service in the next year what would this be?
Theme / Number of comments / %
Online / 2 / 1% / 1.36
Weekend surgery / 2 / 1% / 1.36
More support for carer / 1 / Less than 1% / 0.68
Waiting time / 6 / 4% / 4.08
Automatic doors / 1 / Less than 1% / 0.68
Appointment system / 5 / 3% / 3.40
6 / Would you recommend The Aberfeldy practice to friends and family?
YES / 132
NO / 3
Don't know / 4
Number of questionnaires returned / 147
7 / Comments regarding the above questions or any other suggestions you may have
Theme / Number of responses / %
Positive comments / 9 / 6.12
Appointment system / 2 / 1.36
Primary GP / 1 / 0.68
Weekend surgery / 3 / 2.04