South Street Medical Centre Patient Participation Report 2014/2015

South Street Medical Centre Patient Participation Report 2014/2015

Background

In 2012 the practice established a virtual Patient Reference Group. The existing group was developed and contains an age range of 32-80, 33% male and 67% female. We have advertised the group on new registration forms, the website and TV screen in the waiting room. Since last year we have added five more members to the group, three male and 2 female. Three of the new members are young professional between the ages of 31-32, which is quite representative of the registered patients as we service a relatively young mobile population many of whom working in the city. This further represents a large demographic of patients who are registered at the surgery. The total number of patients in the group is 15. Contact with the groups was all via email conversations.

Practice Details

The practice opening hours are:

Tuesday/Wednesday/Friday 8.00 am until 6.30 pm

Monday/ Thursday 8.00 am until 7.30pm

Patients can contact the surgery via telephone/walk in/fax/email for appointment requests and/or queries. We also now offer online appointments and repeats prescriptions.

Tel: 0208 293 3330

Fax: 0208 293 3303

Email:

We offer late appointments with a doctor on Monday and Thursday evening until 7.30 pm. We provide home visits for patients who are housebound.

Survey

The members of the group were asked to comment on the previous year’s survey, which they felt was good but they suggested a more detailed survey. They suggested questions not just related to the clinical care, but also the reception staff and accessibility of the practice. Therefore, the questionnaire included sections on access to the surgery and the staff in the surgery. It was decided the best method for the survey was a paper based questionnaire. Patient would be asked for a rate of Poor to Excellent.

Over roughly a two week period the reception staff handed the surveys out to patients who came into the surgery to ensure a random selection of patients filled in the survey. This gave the patients some time to fill in the survey before their consultation and complete it once they had been seen by a doctor or nurse. 60 surveys were given out and 47 were returned completed.

The group need to assessment the credibility of the survey and was confident that the survey was valid. Guidance was sought from NAPP and the BMA website.

Areas of Priority for the survey

Access to the surgery via telephone

Quality of care by the clinical and reception staff

Quality of services

Waiting times for the patient once arrived at the practice

Opening Hours

Choice of appointment times

South Street Medical Centre Patient Survey Results 2014/15 (Results Quoted in %)

Q1 Ability to get through to practice by telephone /
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 8 / 31%
2 / Very Good / 10 / 38%
3 / Good / 4 / 12%
4 / Fair / 2 / 8%
5 / Poor / 3 / 12%
Total / 27 / 100%
Q2 How helpful are the receptionists
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 14 / 52%
2 / Very Good / 9 / 33%
3 / Good / 4 / 15%
4 / Fair / 0 / 0%
5 / Poor / 0 / 0%
Total / 27 / 100%
Q3 Opening hours of the Practice
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 11 / 44%
2 / Very Good / 12 / 48%
3 / Good / 1 / 4%
4 / Fair / 1 / 4%
5 / Poor / 0 / 0%
Total / 25 / 100%
Q4 Choice of appointments am surgery
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 7 / 37%
2 / Very Good / 9 / 47%
3 / Good / 1 / 5%
4 / Fair / 1 / 5%
5 / Poor / 1 / 5%
Total / 19 / 100%
Q4 Choice of appointments pm surgery
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 9 / 41%
2 / Very Good / 7 / 32%
3 / Good / 3 / 14%
4 / Fair / 3 / 14%
5 / Poor / 0 / 0%
Total / 22 / 100%
Q5 Waiting times once you arrive at surgery for appointment
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 3 / 13%
2 / Very Good / 8 / 33%
3 / Good / 9 / 38%
4 / Fair / 3 / 13%
5 / Poor / 1 / 4%
Total / 24 / 100%
Q6 Quality of care by doctor during consultation
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 17 / 65%
2 / Very Good / 7 / 27%
3 / Good / 2 / 8%
4 / Fair / 0 / 0%
5 / Poor / 0 / 0%
Total / 26 / 100%
Q7 Quality of care by nurse during consultation
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 8 / 33%
2 / Very Good / 14 / 58%
3 / Good / 2 / 8%
4 / Fair / 0 / 0%
5 / Poor / 0 / 0%
Total / 24 / 100%
Q8 Quality of services provided by the surgery
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 13 / 54%
2 / Very Good / 8 / 33%
3 / Good / 3 / 13%
4 / Fair / 0 / 0%
5 / Poor / 0 / 0%
Total / 24 / 100%
Q9 Accessibility of the practice
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Excellent / 13 / 52%
2 / Very Good / 10 / 40%
3 / Good / 2 / 8%
4 / Fair / 0 / 0%
5 / Poor / 0 / 0%
Total / 25 / 100%
Q10 Recommend surgery to your friends and family
Column1 / Column2 / Column3 / Column5
Code / Value / Frequency / Percent
1 / Yes / 21 / 100%
2 / No / 0 / 0%
Total / 21 / 100%

The results were shared with the group for feedback on 10th March via email in the format above. Generally the feedback from the survey was positive, the paid particular attention to the parts of the questionnaire where the practice was scored as ‘fair’. From the survey 20% of patients felt ‘the speed that the telephone was answered’ and ‘the length of time they had to wait for an appointment’ was scored as ‘fair’.

In addition, the survey revealed that 18% of patients rated the length of time waiting to see the doctor or nurse was ‘fair’. These 3 areas were agreed to be included in the action plan. The patient group had no further action points regarding the staff, as from the survey they received positive feedback of either ‘very good’ or ‘excellent’. This reflects feedback from last year, where we implemented additional training for the reception staff on dealing with patient queries.

Action Plan (Agreed 15th March)

Action Plan (Agreed 15th March)

More reception staff to cover reception during the busy periods in the morning to enable more incoming calls to be answered in a timely fashion. Timescale: between April – June 2015, then review.

Surgery to employ another full time doctor. This should provide more appointments, and shorten the wait to see a doctor. Advert to be place by the practice Timescale : 6 months

Meetings organized in April for both reception staff and clinical staff to discuss length of appointment times. Plan is to agree that during consultation patients can only discuss a maximum of two problems, and they will be asked to rebook if they have further problems they want to discuss.

Patients to inform reception staff if they need more time with the doctor, so that appointment time can be booked accordingly. This will reduce the time patients will have to wait to be seen by a doctor. Posters to be displayed in the waiting area.

Funding for the above is by the Practice.

Update on Action Plan from Last Year

Reception staffs have had training, which has been reflected in the survey results as discussed above. After a successful trial period of taking blood during the sexual health we have implemented this for every sexual health clinic now. We provide phlebotomy services two days a week from 8.00 am to 10.00 am and an afternoon service from 1.00pm to 3.00pm. The midwife service is still running every Friday afternoon. The 24 hour appointment slots have been removed to free up more emergency appointments and we now are offering online appointments and online repeat prescriptions.

If any patients are keen on becoming part of the Patient Reference Group, please contact the surgery email: .

Dr N. Ratneswaren

Lead GP