Silverdale Practice H82072 - Patient Participation Group 2013/14 Report

Silverdale Practice H82072 - Patient Participation Group 2013/14 Report

Group Profile

The patient group comprises 30 members

Attendance
/ Gender

Ethnicity
/ Age

Patient Representation and Engagement

The practice feels that the group is fairly representative of the entire patient list and specifically very representative of those patients that are regular users of the service. The practice and the PPG have worked together throughout the year to both engage patients and attract new members. Specific examples of this include posters in the waiting rooms, powerpoint slides on our TV screens, articles in the patient newsletter and information on our website In addition the Practice and the PPG held a joint health awareness week in October 2013. Volunteers from the PPG manned the exhibition and sought opinions from visitors.

Press cutting from the Mid Sussex Times October 2013.

Action Plan

The PPG had agreed on an action plan for 2013/14 as detailed in last year’s report:-

1. Look at ways to improve telephone access as the 2012/13 survey had highlighted this as a problem for the surgery.
2. Make appointments available via an online system.
3. Look at ways to improve wheelchair access to the Silverdale site.
4. Is it possible to see test results online.
5. Investigate why reception staff require a reason for emergency appointments.
6. Investigate ways to reduce waiting times to see GPs.
7. Implement text reminders for appointments.
8. Increase the number of chairs with arms.
9. Put coat hooks up in the toilets.

The PPG met three times during the year June2013, September 2013 and January 2014. The June meeting focused on actions taken towards addressing points in the action plan. During the September meeting the PPG were given a progress update and agreed what questions should be asked in the Patient Survey for this year. At the January meeting the PPG reviewed the results of the survey and agreed a couple of main action points for 2014/15. The minutes of all of these meetings are included at the end of this report and are available on the practice website

Progress Report 2013/14

1. Telephone Access

Many different solutions were explored throughout the year and the implementation of online appointment booking, text appointment reminders and a new appointment structure has improved access. The long term goal still remains to upgrade the telephone system and reconfigure staff capacity. A specific meeting with interested members of the patient group was held in February and a solution has been agreed and will be trialled in time to see results in the next patient survey. This item still remains a priority for the practice.

1. Online Appointments

This was implemented in May 2013. Take up from the patients has been good with registered patients growing to 784 in January 2014 from only 326 in September 2013. Patients are using the system with 24 appointments being booked online in the month before the September PPG meeting and 92 appointments being booked in the month before the January PPG meeting. This item is now closed as a priority and will be monitored in future meetings.

1. Disabled Access

The practice undertook a complete access audit of both sites. The findings were reviewed by the PPG in the September meeting. The practice has put aside a budget for making some improvements and a number of improvements have already been actioned. The practice recognises that the Silverdale site faces specific access issues that would be difficult to solve without a major redesign. NHS England have been approached with regard to premises improvement grants. This item still remains a priority for the practice.

1. Test Results Available Online

The practice clinical system is not yet capable of delivering this functionality yet. This item still remains a priority for the practice.

1. Reception Staff Asking for Reasons when Booking Appointments

The practice realises and respects that some patients may prefer not to be asked a reason why they are booking an appointment. All staff have received training on booking routine appointments. However, the practice needs this information when booking emergency or nursing appointments in order to direct them to the correct member of staff or location. This item is now closed as a priority however reception will receive ongoing training and guidance. The practice will continue to monitor how well it communicates via the annual practice survey.

1. Reduce Waiting Times for Appointments

The practice has made significant steps towards improving the availability of appointments. During the year it undertook a complete review of the way appointments were structured. Time released appointments have been introduced ensuring that each day every GP will have appointments available for emergency on the day, the next working day, in three days’ time and in a week. The appointments are spread out to provide a wide choice for the patients. Since the launch of the new structure in May 2013 it has been well received by GPs, reception and patients. This item is now closed as a priority. The practice will continue to monitor availability of appointments by continuous analysis and via the annual practice survey.

1. Text Appointment Reminders

This has now been implements and many patients have expressed how useful it has been. The practice remains committed to investigating other ways of utilising technology. This item is now closed as a priority.

1. Chairs with Arms

The practice has purchased 10 chairs with arms and implemented a priority seating sign which was suggested by one of the patient group members. This item is now closed as a priority however, the practice will continue to monitor the need for additional chairs as older ones come up for replacement.

1. Coat Hooks in Toilets

The practice has installed coat hooks in to all patient toilets. This item is now closed as a priority.

Patient Survey 2013 /14

The PPG met in September 2013 to agree the questions they wanted to put in the Survey that would be carried out during October and November 2013. It was agreed that most questions would remain the same as the practice and the group wanted to measure what progress had been made compared with last year’s results. The patient group also decided to include some specific questions for disabled patients based around how accessible they found the surgeries.

The surveys were available online via our website, handed out by reception to patients during normal surgeries, available during the PPG health awareness week, handed out at flu clinics and also included in the email newsletter e-shot to over 2000 patients. The additional activity this year led to an increase in returned surveys from 182 last year to 327 this year.

Please see below for details of the questions asked and the responses that were given. There is a comment next to each result which was reviewed by the patient group during the January 2014 meeting.

Survey Results

2013/14 Silverdale Patient Survey

Number of Responses: 327(Increased from 182 2012/13)

About Making Appointments:

How easy is it to get through to someone at the Practice on the phone?

Very Easy11%

Fairly Easy37%

Varies32%

Difficult14%

Not tried1%

No response5%

Comparison with 2012/13

Very Easy14%

Fairly Easy21%

Varies35%

Difficult26%

Not tried1%

Summary

Although a decrease in patients who find it “very easy” to get through on the phone there is a significant increase in those who now find it “fairly easy”. There is also a welcome decrease in patients who find it “difficult” to get through on the phone.

If you need to see a GP or Nurse urgently, can you normally get an appointment on the same day?

Yes65%

No13%

Not Tried19%

No response3%

Comparison with 2012/13

Yes66%

No16%

Not Tried16%

No response2%

Summary

Largely the same as 2012.

As a practice we never turn down an emergency appointment.

How easy is it to book ahead a scheduled appointment?

Very Easy40%

Fairly Easy36%

Varies14%

Difficult2%

Not Tried4%

No response4%

Comparison with 2012/13

Very Easy41%

Fairly Easy33%

Varies18%

Difficult4%

Not Tried2%

Summary

A slight improvement on 2012.

How confident do you feel about being able to get an appointment at a time and on a day which suits you?

Very Confident12%

Confident57%

Not Confident25%

Not Tried3%

No response3%

Comparison with 2012/13

Very Confident17%

Confident48%

Not Confident29%

Not Tried3%

No response3%

Summary

A slight increase in confidence with 69% feeling “confident” or “very confident” this year compared with 65% last year.

How often can you get to see the GP or Nurse of your choice?

Always26%

Very Often42%

Some Times21%

Almost Never2%

Not Tried6%

No response3%

Comparison with 2012/13

Always26%

Very Often40%

Some Times23%

Almost Never4%

Not Tried5%

Summary

Slight improvement on 2012.

Patients were asked to give comments on contacting the surgery. Here is a breakdown of the subjects and nature of comments.

Subject of comment / Positive / Negative
Contact with Reception Staff / 23 / 5
Access by Phone / 3 / 22
Online Appointment System / 5 / 0
Appointment Availability / 5 / 2

Based on your experience of seeing a GP or Nurse how good were they at each of the following?

Giving you enough time?

Very Good65%

Good30%

Fair3%

Poor0%

Very Poor0%

Much better than 2012

Listening to you?

Very Good70%

Good25%

Fair3%

Poor0%

Very Poor0%

No response2%

Much better than 2012

Explaining any tests, treatments or referrals?

Very Good64%

Good28%

Fair4%

Poor0%

Very Poor0%

No response4%

Much better than 2012

Involving you in decisions about your care?

Very Good57%

Good33%

Fair5%

Poor0%

Very Poor0%

No response5%

Much better than 2012

Treating you with care, concern and respect?

Very Good72%

Good24%

Fair1%

Poor0%

Very Poor0%

No response3%

Much better than 2012

Patients were asked to give comments on the clinical staff at the surgery. There were 43 comments, all positive.

Thinking about the care you get from your doctors and nurses, how well does the practice help you to:

Understand your health problems?

Very Well79%

Unsure11%

Not Very Well0%

Does Not Apply7%

No response3%

Much better than 2012

Cope with your health problems?

Very Well77%

Unsure10%

Not Very Well1%

Does Not Apply9%

No response3%

Much better than 2012

Keep yourself healthy?

Very Well67%

Unsure16%

Not Very Well0%

Does Not Apply12%

No response5%

Slightly better than 2012

Access to our sites:

Do you have a visual impairment that impacts your day to day life? (ie Blindness or severe sight loss)

Yes2%

No96%

No response2%

Do you have a hearing impairment that impacts your day to day life? (ie Deafness or severe loss of hearing)

Yes7%

No90%

No response3%

Do you have a physical impairment that impacts your day to day life? (ie In a wheelchair, use a frame or on crutches)

Yes4%

No94%

No response2%

What do you think about the accessibility of our sites?

Very Accessible54%

Accessible36%

Difficult to Access3%

No response7%

The above chart shows the overall result from all patients. The accessibility questions were changed from 2012 as it was felt by the patient participation group would like to see if the percentages rating the accessibility of the practice would be different amongst patients with a disability.

Impairment / Very Accessible / Accessible / Difficult to Access
Visual (8) / 87.5% / 12.5% / -
Hearing (25) / 60% / 40% / -
Physical (14) / 57% / 24.5% / 14.5%

Thinking about the Practice in general:

How acceptable do you feel the waiting times are once you have been booked in by reception?

Very Good30%

Acceptable62%

Not Acceptable3%

Far Too Long1%

No response4%

Comment

A slight improvement on 2012.

Patients were asked to provide comments about our sites in general. Here is a breakdown of the subjects and nature of comments.

Subject of comment / Positive / Negative
General comments about Silverdale / 2 / 2
General comments about Avenue / 2 / 0
Parking / 0 / 4
Physical Access / 1 / 3
Waiting Times / 7 / 4
Surgery Layout / 0 / 1

Overall, how would you describe your experience of your GP surgery?

Excellent37%

Very Good43%

Good13%

Fair3%

Poor0%

Very Poor0%

No response4%

Comment

A slight improvement on 2012.

How likely are you to recommend the surgery to a friends and family?

Highly Likely60%

Likely24%

Probably9%

Doubtful1%

Unlikely1%

Highly Unlikely0%

No response5%

This is a new NHS question for 2013.

It will help us to understand your answers if you could tell us a little about yourself:

Are you?

Male41%

Female56%

No response3%

How old are you?

Under 160%

16 - 242%

25 - 345%

35 - 4410%

45 - 5415%

55 - 6418%

65 - 7427%

75 - 8416%

85+2%

No response5%

How would you best describe your ethnic background?

White British94%

White Other2%

Mixed or Black Carribean0%

Mixed or Black African0%

Mixed Asian0%

Asian British0%

Indian0%

Pakistani0%

Bangladeshi0%

Asian Other0%

Chinese0%

Other Ethnic Background0%

No response4%

How would you describe how often you come to the practice?

Regularly24%

Occasionally58%

Very Rarely15%

No response3%

Comment

The number and type of patients who took part in the survey are representative of

our patients.

Patients were offered the chance to leave a general comment about the practice. All 75 comments were positive. There were a number of suggestions as detailed below which will help the practice to develop the service.

Suggestions

• Perhaps you could have more cover between 8.30-9.30 or better still open @ 8.00?
• Maybe email contact for non-urgent yet necessary advice could be an option.
• The new online appointment booking arrangement is an excellent idea but has the limitation that if you need to make a doctor’s appointment but already have a routine appointment for blood tests or another clinic you are blocked from doing so because of exceeding the appointment limit which is set at two. Is it possible to differentiate between doctor and nurse clinics so doctor appointments can be booked.
• Would like the surgery to be open at weekends, say 9am till 5pm both days.
• This survey is too broad in the parameters you use - you should separate the doctors and the nurses when asking questions as in the above section. I would have answered differently if they had been itemised separately
• It would be helpful when having tests if information/instruction were given about whether to phone/call in for results or whether to assume if no contact is initiated by the surgery then all is well
• It's difficult to answer some of the questions, as it combines nurses and GPs whereas in some cases my responses would differ.
• Travel Clinic - as I take two holidays a year, I always find it a bit of a waste of your time to have to book a double appointment to ensure my jabs are up to date. It would be helpful if you could offer a service, where a Nurse could review my completed form to see if any jabs are needed, and then contact me / leave a note on my file, if any jabs are required.
• I have answered "Unsure" to above questions because the range of responses allowed is insufficient
• I would find the ability to email a/my doctor or reception useful in preventing visits.
• I would also like to say that I would like to see alternative medicine and treatments at the practice. I think this would be of benefit and perhaps take some of the strain off the medical profession.
• Opening hours need to be 24hrs not the 9-5 week days only. We cannot predict when we are ill sadly.
• Personally I think having later/weekend appointments, even if it means that a weekday morning is closed, would help people who just want to chat about a medical concern without wishing to take time off work.

Action Plan 2014/15

Following the PPG meeting in January 2014 the following areas will be focused on during the coming year.

1. Continue to improve phone access to both surgeries.

Action Owner – Sean Wheatley

Timescale – Ongoing (Trial of new configuration before next survey)

1. Focus on patient education to use services correctly and reduce DNAs.

Action Owner – PPG

Timescale – Ongoing through newsletter and events

1. Investigate ways to provide test results online in a secure manner.

Action Owner – Sean Wheatley

Timescale – As Emis release this functionality

1. Continue to improve physical access to both sites by investigating reasonable adjustments.

Action Owner – Sean Wheatley

Timescale – Ongoing improvements through regular needs assessment.

Additional Information

Information on Burgess Hill

Silverdale Practice has two sites based in Burgess Hill which has a population of approximately 30,000 people and is situated about ten miles north of Brighton. It has expanded rapidly since the 1950s to its present size. The town has several industrial estates providing employment and there are also good commuter links between the town and Gatwick Airport, Croydon and London.

There are two railway stations servicing the town, Burgess Hill and Wivelsfield. Both are on the London-Brighton line with trains to Eastbourne and Lewes from Wivelsfield.

There are six primary schools within the town, an independent school and two comprehensives, one of which has a sixth form. There are also sixth form colleges in Haywards Heath and Brighton. In addition, there is an adult education centre offering a variety of courses.

The shopping centre offers a good variety of shops ranging from well-known chain stores to smaller independent traders. There is a large Tesco store on the ring road to the western side of the town.

There is a pedestrianized shopping mall which is home to many retailers and the library, along with the Martlets Hall which plays host to many well-known and local entertainers. Also situated on the ring road is a leisure centre with a swimming pool, gym, sports hall and playing fields. Burgess Hill also has its own cinema.

There are many sports clubs in the town – football, rugby, cricket, hockey etc and a variety of other clubs and activities. There is also a very popular nature reserve and footpaths which connect to Ditchling Country Park on the northern edge of the new South Downs National Park.

To find out more about Burgess Hill the following websites might be useful:

Silverdale Practice (PMS Practice)

The practice currently has five partners and two part time salaried GPs. The practice operates from two sites – Silverdale Surgery and The Avenue Surgery in London Road. Silverdale Surgery is an approved training practice and at times accommodates Y5 medical students from Brighton Medical School, giving them the opportunity to gain experience in a primary care environment.