Patient Participation Group

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A. Confidentiality Notice

This document and the information contained therein is the property of Barnfield Hill Surgery.

This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Barnfield Hill Surgery

B. Document Details

Classification:
Author and Role: / Elizabeth Deasy Manager
Organisation: / Barnfield Hill Surgery
Document Reference:
Current Version Number: / 3
Current Document Approved By:
Date Approved:

C. Document Revision and Approval History

Version / Date / Version Created By: / Version Approved By: / Comments
1 / 31 3 12 / E Deasy
2 / 31 3 13 / E Deasy
3 / 31 3 13 / E Deasy

Barnfield Hill Surgery

Patient Participation Report

Date Published: March 2014

A description of the profile of the members of the PPG:

The membership was established in September 2011. We now have over 75 members drawn from our patient list and welcome new members.
The profile of the group is 48% male; 52% female. Ethnicity: 3% White – other; 6% Asian; 1.5% Mixed; 3% unknown; 86% White – British.
We have representatives from all age ranges:
Under 20 3%
20 – 29 6%
30-39 15%
40-49 13%
50-59 29%
60-69 26%
70-79 8%
The PPG is virtual and correspondence is undertaken by text messaging to the majority. Those members of the original Focus Group continue to receive information by mail. We are happy to communicate to all members in the format they prefer – e-mail; post; text for example.

A description of what steps the Practice has taken to ensure that the PPG is representative of its registered patients and where a category of patients is not represented then what steps have been taken by the Practice in an attempt to engage with those patients:

For example – virtual patient group / committee / survey asking to take part etc.
In September 2011, we invited patients to a meeting in the Surgery to gauge interest in forming a PPG. We displayed posters in the waiting rooms and publicised the meeting on our website.
We have had a Focus group in being for a number of years which we set up to review our annual survey and to comment generally on how the surgery was running and how it could be improved and we invited the members to join the new PPG, in addition to recruiting new members
Unfortunately no patients attended the September meeting, although 2 patients did say they would be interested in being part of the PPG. Subsequently we sent a text to all patients that have a mobile number – 2685 patients – and asked them to text back ‘YES’ if they were interested in having a say in the running of the surgery. 66 patients responded positively
We continue to have posters within the waiting rooms asking patients to join the PPG.
We displayed, and continue to display, information on the current website to try to reach patients who are not recent attendees at the Surgery.
We approached Link Devon and requested a meeting to discuss how to appeal for patients to join the PPG.
As part of the CQC inspection we identified a member of the PPG who was interested in acting as a co-ordinator for the Group and investigated the setting up of a social media website.
Subsequently we were not able to pursue this direction and we anticipate holding a further face to face meeting in May 2014.

A description to be entered in around how the Practice and the PPG determined and reached an agreement on the issues which had propriety within the Local Practice survey:

For example: A form was disseminated for a period of two weeks to all patients that attended the Practice to ask them for their views on which areas of priority they felt should be addressed within our annual Practice survey. To reach all patients we also engaged in setting up a virtual patient group and emailed the survey out to those patients too. Following this the outcomes were discussed at a bi monthly meeting with the PRG committee and agreed the list of priorities that would need to be addressed within the local Practice survey.
We sent out a further text survey /mail survey to patients who had expressed an interest in joining the PPG and asked them what they would like to see changed at their Surgery and received many positive comments about the current Surgery service. Additionally we received comments about the on-line appointment system and the opening hours and decided to incorporate these areas into a survey for distribution to the wider Practice population
In 2013/14 we have endeavoured to increase the number of patients in the PPG. We have posters in the waiting rooms and also we advertise on our website. Additionally we are asking new patients if they would like to be part of the PPG at the time of registration.
We have acted on the proposed changes from last year
We have sent out a further survey to patients and have advertised the results on our website
We have received many positive comments from patients and members of the PPG and we are working to improve those areas which have been highlighted

A description of how the Practice sought to obtain the views of its registered patients

For example: The Practice utilised the NAAP resources to support the Practice in compiling a good quality survey of questions, which were also linked to the priorities highlighted. For those patients that do not attend the Practice regular we also utilised the monkey-survey system and emailed out the survey to all our virtual PRG members.
The survey was distributed to patients in the surgery We used the GPAQ – General Practice Assessment Questionnaire – which is a national survey. The questions allowed us to assess the local comments received from the PPG and last years survey. We asked patients to report to the desk, rather than signing in at the automatic appointments system which allowed us to get a greater cross section of patients, and gave them the questionnaire for completion.
The survey was conducted over a 4 week period

A description of how the Practice sought to discuss the outcomes of the local survey and the Practice’s action plan together

For example: Following the analysis of the local patient survey – the action plan was discussed in detail with the committee and the emailed to the virtual patient group – explain what the outcome of this meeting was etc.
The survey was analysed and the main points of interest which were raised by the responses were sent by text / mail to the PPG group for comments. We asked for comments on the areas where patients were not aware of a service or it was seen by the majority as a poor service.

A description of the findings or proposals that arose from the local Practice survey and what can be implemented and if appropriate reasons why any such findings or proposals should not be implemented

For example: Change of opening hours – explain if these are feasible, why implemented or not implemented, Explain had discussions and agreement with the PRG or if not the PRG the PCT etc.
Opening hours – we have advertised the opening hours on our website and at each entrance
Booking of appointments – we have proactively joined patients to allow them to make appointments on line
We are moving toward electronic prescribing now that we have a new clinical system
We use M-jog to remind patient s of appointments which allows electronic cancellation of appointments
Newsletter – we are introducing a regular newsletter
We provide suggestion forms in Reception

A summary of any evidence including statistical evidence relating to the findings or basis of proposals arising out to the local Practice survey:

For example: Opening hours of the Practice 98% of patients agreed that the opening hours on a Saturday were excellent. These can be positive or negative etc.
How helpful are your receptionists : 99% answered very helpful or fairly helpful
How easy is it to get through to someone by phone: 95% answered very easy or fairly easy
How easy is it to speak to a doctor or nurse on the phone: 64% answered very easy or fairly easy
29 % don’t know or haven’t tried
Can you see a GP on the same day if it is urgent: 60% say ‘yes’
29% never needed to or don’t know
How important is it for you to book appointments ahead: 87% wish to book ahead
How easy is it to book ahead: 93% say very easy or fairly easy
How do you normally book appointments?
In person: 29%
By phone: 90%
On-line: 2.5%
Which method would you prefer for making an appointment:
In person: 35%
By phone: 87%
On-line: 20%
How quickly do you get seen by a particular doctor:
Same day or next day: 36%
2-4 days: 32%
5 days or more: 14%
Don’t know/don’t usually need to be seen quickly: 18%
How do you rate this:
Excellent / very good: 82%
How quickly do you get to see any doctor:
Same day or next day: 61%
2-4 days: 20%
Don’t know/ don’t usually need to be seen quickly: 15%
How do you rate this?
Excellent/very good / good: 85%
How long did you wait before the consultation started:
Less than 5 minutes: 14%
5-10 minutes: 36%
11-20 minutes: 22%
21-30 minutes: 13%
More than 30 minutes: 2%
How do you rate this:
Excellent/very good/good: 73%
Is your GP practice open at times convenient to you:
Yes: 81%
No: 7.9%
Don’t know: 7.5%
Is there a particular GP you usually see:
Yes: 65%
No: 25%
How often do you see or speak to the GP you prefer:
Always: 59%
Some of the time: 9%
Give you enough time:
Very good / good: 75%
Listen to you:
Very good/good: 82%
Explain tests and treatments:
Very good/ good: 85%
Involve you in decisions about your care:
Very good/good: 83%
Treat you with care and concern:
Very good/good: 88%
Did you have confidence/trust:
Very good/good: 91%
Did the nurse give you enough time:
Very good/good: 80%
Listen to you:
Very good/good: 78%
Explain tests and results:
Very good /good: 77%
Involve you in decisions about your care:
Very good/good: 72%
Treat you with care and concern:
Very goo/good: 76%
Did you have confidence /trust:
79%
How does the practice help you:
To understand your health problems:
Very well: 75%
Unsure: 13%
To cope with your health problems:
Very well: 82%
Unsure: 11%
To keep yourself healthy:
Very well: 69%
Unsure: 15&
Overall, how would you describe your experience of your GP surgery:
Excellent/very good/good: 89%
Would you recommend your surgery:
Yes: 85%
No: 2%
Are you:
Male: 41%
Female: 59%
How old are you:
Under 16: 0.7%
16-44: 33%
45-64: 36%
64-75: 15%
75 or over: 11%
Do you have a long-standing health condition:
Yes: 48%
No: 40%
Don’t know/can’t say: 7%
What is your ethnic group:
White: 46%
Black or Black British: 0.4%
Asian or Asian British: 2.5%
Mixed: 1%
Chinese: 0.7%
Other ethnic group: 0.7%
Which of the following best describes you:
Employed: 47%
Unemployed: 4%
Full time education: 2.8%
Unable to wok due to long-term sickness: 7.2%
Looking after home/family: 6.5%
Retired: 26%
Other: 2.5%

A Description of the action which the Practice intend to take as a consequence of discussions with the PPG in respect of the results, findings and proposals arising out of the local Practice survey.

The areas where we received the least positive feedback were:
Speaking to a doctor or a nurse on the phone.
Access times to a particular doctor,
We will again be investigating how to publicise access to the clinical staff by telephone.
The local areas that we wished to addressed
Access:
Patients would like on-line access – we will publicise this facility again
Opening hours
The majority of patients registered here find our opening hours convenient. Of those who would like additional opening hours, the times requested were mainly for before 8.00 am and after 6.30 pm – both of which we offer for pre-bookable appointments
The PPG members were contacted about the two local areas.
It was agreed to advertise it again through more posters, thereby providing patients with their preferred access to appointments.
In respect of opening hours a further advertising exercise for the practice to act on.
The Practice took the following action in 2013/2014
1 Re- vamped the website to make it more user friendly in respect of appointments on line. Publicise to all both on the website and in the waiting rooms that it is possible to make appointment and cancel appointments on-line
2 Publicised further the extended hours – we currently advertise on the entrance doors and in the practice leaflet but need to expand our publicity
3 Publicised the facility for patients to speak to both the doctors and the nurses by phone, where appropriate.
4 Obtained further mobile telephone numbers to enable the Surgery to remind patients of appointments
As a result of this year’s survey we intend to:
Newsletter – we are introducing a new newsletter
Reviewing the time between prescriptions being handed to the pharmacy courier service and the script being available for collection by the patient and moving towards electronic prescribing

A description of the opening hours of the Practice premises and the method of obtaining access to services through the core hours:

Example – explain that the surgery is open from X to X but also patients can make appointments and request prescriptions on line using the online services etc.
Barnfield Hill Surgery is open from 8.00 am until 6.30 pm from Monday to Thursday and 8.00 am until 6.00 pm on Friday
Appointments can be made in person during opening hours or by telephone. Patients receive a text reminder which allows them to cancel an appointment by text, if no longer needed. Appointments can be booked and cancelled on-line and patients need an access code available from the Practice manager to be able to use this facility. The access is through the present Barnfield Hill Surgery website www.barnfieldhillsurgery.co.uk and is available 24/7
Prescriptions can be ordered through using the website www.barnfieldhillsurgery.co.uk or sending an e-mail to or faxing us on 01392 422406. This service is available 24 /7
The new clinical system allows the ordering of prescriptions on-line

A description of any extended opening hours that the Practice has entered into and which health care professional are accessible to registered patients.