Studfall Medical Centre

DR R P SUMIRA

STUDFALL MEDICAL CENTRE

STUDFALL COURT

CORBY

NORTHANTS

NN17 1QP

ALSO

BRANCH SURGERY:

11a HIGH STREET WELDON, CORBY NORTHANTS,

NN17 3JJ

LOCAL PATIENT PARTICIPATION REPORT

CARRIED OUT BY

‘DR SUMIRA’S PATIENT PARTICIPATION GROUP'

FEBRUARY 2013

INTRODUCTION

The purpose of this report is to provide feedback to patients registered with Dr Sumira on the patient survey recently conducted by the newly formed Practice Patient Participation Group.

The aim of the survey was to obtain the views of a wide range of patients regarding their satisfaction levels on the overall service provided by the Practice to patients, and to seek opinion on areas where patients feel the Practice performs well, and where improvements could be made.

ACKNOWLEDGEMENTS

The Practice would like to extend grateful thanks and appreciation to:

·  The members of the Patient Participation Group for all their hard work over recent months, in particular for compiling and analyzing the results of the patient survey.

·  All patients who took part in the survey, patient feedback is valuable to us.

CONTENTS

Practice Profile and Demographic Page 3

Patient Participation Group Profile Page 4

Priorities and Achievements Page 5

Survey Page 6

Results Page 6

Action Plan Page 8

Conclusion Page 9

Appendices

Appendix 1 Patient Questionnaire - Studfall Page 10

Appendix 2 Patient Questionnaire - Weldon Page 14

Appendix 3 Survey Results - Studfall Page 18

Appendix 4 Survey Results – Weldon Page 31

PRACTICE PROFILE AND DEMOGRAPHIC

Dr Sumira is a male single-handed General Practitioner with a branch surgery in a small village approximately four miles from the main surgery site. The branch surgery is open for a limited number of hours per week and also offers dispensing services. When referring to the ‘Practice’ this will include patients and services at both the main site and the branch site, unless otherwise specified.

The Practice main site at Studfall Medical Centre, Corby is open from

8.00 am – 6.30 pm from Monday to Friday. The branch surgery in the nearby village of Weldon is open as follows: Monday, Thursday, Friday 10.00 am – 12 noon and Tuesdays 4.00 pm – 6.00 pm. The branch surgery is closed all day on a Wednesday but patients may be seen at the main site should they need to see a doctor or nurse when the branch surgery is closed. There is an appointment system in place for patients to see the doctor, nurse and health care assistant at Studfall Medical Centre. However, at the branch surgery the Practice operates an open access system to see the doctor (no appointment is necessary - patients can arrive, report to reception and will be seen on a ‘first come first served basis’), appointments are necessary to see the Practice Nurse or Health Care Assistant. There is an ‘out of hours’ service available for patients should they require medical treatment when the Practice is closed.

The Practice staff team is comprised as follows: one Practice Manager, one Practice Nurse, one Health Care Assistant and seven Receptionist/Dispensers (one receptionist post is a joint post with The Studfall Partnership with whom the Practice shares a building). All members of staff are part-time and work on a shift/rota basis. The Practice is supported by Health Visitors, District Nurses, Wellbeing Worker, and Community Midwife.

The Practice list size is 1761 as at 20 February 2013. This is broken down as follows:

The Practice Population is recorded as follows:

PATIENT PARTICIPATION GROUP PROFILE

The Practice Participation Group for this Practice was newly formed in

December 2011.

The Practice sought to involve as many patients as possible in the group and advertised the proposal widely. The Practice informed patients of its’ intention to form a Patient Participation group by placing posters on the doors of consulting rooms, attaching advertising flyers to each repeat prescription, creating a notice board display and engaging patients through conversation when they attended the surgery. All patients across all demographics were actively encouraged to come along to an open forum in the form of a ‘cheese and wine’ evening to meet with Dr Sumira and all members of staff. From this event 3 patients volunteered to form a committee. Two members of staff volunteered to facilitate the group and the committee members and the two volunteer members of staff worked together to develop a constitution and organize a patient survey. Of the existing three committee members one is European and falls into the older end of the 0-65 yrs age band, one is British/mixed and falls into the younger end of the 0-65 yrs age band and one is British and falls into the young end of the 66 – 75 yrs age band. All members are female.

Throughout 2012 the Practice has actively encouraged patients to join the group and has been successful in securing the interest of an additional two male members and two female members, within the age bands 49 – 72 and fall within the British/mixed ethnic category.

The Practice regularly updates the Practice website with details of the dates of the PPG meetings and advertises these through posters in the surgery. The Practice leaflet has also been updated to include a section on the role of the PPG and inviting new patients to join the group.

PRIORITIES AND ACHIEVEMENTS

As the Patient Participation Group was newly formed in December 2011 there was a lot of work for them to undertake.

The Committee’s first priority was to form a constitution and elect a Chair and Secretary. This was achieved at a meeting on 13 February 2012. The Chairman of the Committee remains the same and she has been very active and supportive in this role. It may prove necessary in the future to elect a new Secretary to the Committee. The Committee also discussed ideas on how to work together, attract more members, and work with the Practice and other patients for the benefit of the Practice and its’ patients (examples of possible ways of working together include helping at flu clinics, helping patients collect prescriptions if they are housebound or in bad weather conditions, communicating with the group regarding locality health improvement plans).

Dr Sumira’s Practice and The Studfall Partnership share a building at Studfall Medical Centre. During 2012 it was agreed that it would be useful for the PPGs of the two Practices to hold some joint meetings as there may be issues that are of interest and relevant to both Committees. The joint Committees have shared ideas on selling used books within the building in order to raise some funds. There is also a ‘walking group’ that has been established by a member of The Studfall Partnership Committee and this is open and advertised to members of both Practices. The ‘walking group’ has proved to be quite successful and aims to provide benefits to both the social and physical wellbeing of members.

Dr Sumira’s Practice held a ‘Coffee Morning’ in September 2012 in aid of ‘McMillan Support’ at the branch surgery in Weldon and the main site at Studfall Medical Centre. The event was well supported by patients and existing PPG members and we were pleased to raise a significant sum of money for the charity. This event and the outcome was publicised and advertised by in the surgery and on the Practice website.

During 2012 a group was formed consisting of the Chairperson of each Patient Participation Group within the Corby locality with the aim of bringing together common issues within the area. The Chairperson of this Practice PPG attends this meeting and communicates the discussions and outcomes to the Practice.

The joint PPG Committees of Dr Sumira and The Studfall Partnership also aim to arrange some health promotion meetings in the evening during 2013/14. The first event will focus on Diabetes and the specialist nurse for Diabetes at Kettering General Hospital and the Practice Nurse (with special interest in Diabetes) from The Studfall Partnership have been approached with the aim of formulating a structure for the evening. The event is currently in the early planning stage, but it is hoped that it may take place during May or June 2013 and will be open to patients and contacts of both Practices.

The PPG also aims to increase membership to the group throughout the year.

The PPG also arranged a patient survey during January 2013 and met to discuss and analyse the results.

SURVEY

The PPG Committee met in November 2012 to decide on the requirements and content of the patient survey for this year. It was agreed to use the same content as the previous year’s survey with the addition of questions relating to locum cover, the out of hours service, dispensing service and an amendment to access to appointments at the branch surgery as it is open access for the doctor (but not for the nurse). It was also agreed to produce two separate questionnaires as some services such as dispensing and availability of appointments for the doctor differ from site to site. The survey was carried out during the week commencing 21 January 2013 and related to all clinicians (GP, Practice Nurse and Health Care Assistant) in the Practice. Opinion was also sought from patients on the efficiency of reception/admin staff and services such as access, obtaining test results, all staff and overall satisfaction with the Practice. Patients also had the opportunity to make any general comments.

The survey was open to a wide range of patients across the Practice from age

16 - 70+ yrs, both male and female, and was anonymous. A total of 75 surveys were produced and handed out. However, 48 questionnaires were completed and available for analysis.

The completed questionnaires were collated by the Practice and the results fed into the Practice website for analysis. The Committee subsequently met on

5 February 2013 to analyze the survey and produced a report of their findings.

RESULTS

The results of the survey as assessed and reported by the Practice Patient Participation Group are as follows:

Convenience of Day and Time of your Appointment

Patients attending Studfall Medical Centre

Overall Dr Sumira’s patients rated this quite high. With an Excellent rating of 31% a Very Good rating of 28% and a Good rating of 37%.

Patients attending Weldon Branch Surgery

Patients rated this high, however, Weldon branch surgery is open access for the doctor with an appointment system in place to see the Practice Nurse or Health Care Assistant. 61% rates access as Excellent, 30% Very good, with 7% having no experience and no response from 2%

Length Of Time You Had To Wait for an Appointment

Patients attending Studfall Medical Centre

The length of time patients had to wait for an appointment was rated above average with an Excellent rating of 25%, A Very Good rating of 28%, a Good Rating of 28% and a Poor rating of 8%.

Obtaining a Repeat Prescription – Ready on Time

Patients attending Studfall Medical Centre

Patients were quite satisfied with ability to acquire a repeat prescription of time. With an Excellent rating of 40%, a Very Good rating of 34% and a Good rating of 5%. 0% Poor rating and there was a 5% No Response rate.

Level of Satisfaction with Dispensing Service

Patients attending Weldon Branch Surgery

This was rated high with an Excellent rating of 53%, a Very Good rating of 7% and a Good rating of 15%. 7% rated the service Fair with 15% having no experience and no response from 3%.

Obtaining Test Results

Patients attending Studfall Medical Centre

The survey showed an Excellent rating of 22%, a Very Good rating of 34% and a Good rating of 8%.

Patients attending Weldon Branch Surgery

The survey showed an Excellent rating of 61%, a Very Good rating of 15%, a Good rating of 15% with 7% having no experience and 2% with no response.

About the Staff

Dr Sumira’s patients are very happy with the staff and the satisfaction rates are as follows:

Patients attending Studfall Medical Centre

Reception Staff – Excellent 40%, Very Good 37%, Good 14%, Poor 0%

Other Staff – Excellent 25%, Very Good 28%, Good 17%. Poor 0%

Patients attending Weldon Branch Surgery

Reception Staff – Excellent 61%, Very Good 15%, Good 15%, Poor 0%

Other Staff – Excellent 61%, Very Good 15%, Good 15%, Poor 0%

Overall Satisfaction with the Practice

Patients rated their overall satisfaction with the Practice as follows:

Patients attending Studfall Medical Centre

Excellent 42%, Very Good 34%, Good 14%, Poor 0%

Patients attending Weldon Branch Surgery

Excellent 53%, Very Good 30%, Good 7%, Poor 0%

General Comments Received

-  Super

-  Dr Sumira is very caring and good results

-  Wasn’t told to come in to see doctor after a problem with a blood test