Ventnor Medical Centre

VENTNOR MEDICAL CENTRE

LOCAL PATIENT PARTICIPATION REPORT

AND

PATIENT SURVEY REPORT

MARCH 2013

Prepared by Dr E Lakes

February 2013

Approved by:

Patient Representative Group

March 2013

Practice Profile

Ventnor Medical Centre is a well established practice founded in 1990. It is a semi-rural practice with a list size currently of 5051 patients. There is a higher than average proportion of patients aged 65 and over, which means that there is a high demand for medical services. The medical centre is based in an attractive purpose – built property which has been tastefully extended over the years. The Medical Centre is well equipped to deliver a high quality of care.

The surgery is open from 08.00 – 18.30 from Monday to Friday. At all other times the Out of Hours service can be contacted by telephoning 111.

Consultations with Doctors and Nurses are by appointment, which can be made by telephone 01983 857288 08.30 – 18.30 or at the reception desk 08.30 – 13.00 & 14.00 – 18.00. Request for urgent consultations and home visits should be made before 11.00, wherever possible. Provision is made to see medically urgent cases on the same day.

Prescriptions can be requested through our web site, the pharmacist, by fax, or in writing at the reception desk. In line with DoH Guidance, telephone requests for prescriptions are not taken due to the high risk of errors arising. Urgent requests for prescriptions can be submitted at the reception desk, and will be ready for collection at 17.30 on the same day.

Throughout our core hours, access to services are also provided via a doctor telephone consultation, and through extended hours on a Monday evening between 18.30 – 20.00.

BACKGROUND

Ventnor Medical Centre is committed to a Patient Representation Group (PRG) for 2011 + 2013.

Our PRG aims for 2012 / 2013 are:

Sustain a PRG comprising of registered patients to include where possible patients from all backgrounds, age, disabilities and needs within the community.

It was discovered that we were struggling to attract the hard to reach groups and this was highlighted as part of the PRG set up exercise, it was also highlighted that other practices were experiencing similar problems. Partners and the PRG discussed this issue. It was agreed to liaise with other established local groups, LINKS and the local authority which have access to these patient subgroups. It was hoped that once the PRG was established, various local self help groups may be invited to speak and join the patient group.

Milestones of the process were:

To agree with the PRG which issues are a priority and include these in a local practice survey.

To agree with the PRG which issues are a priority and include these in a local practice survey.

To agree with the PRG how the survey is to be conducted/distributed to other registered patients.

To collate patient views from the survey and inform the PRG of the findings.

To provide the PRG with the opportunity to comment and discuss the findings from the survey. Agree and changes in the provision of service delivered.

To agree with the PRG how to publish the survey along with a newsletter and report on the practice website.

To seek PRG agreements to implement any changes where necessary and inform the PCT.

Ventnor Medical Centre used the following criteria and steps when considering and setting up the PRG forum.

1. Practice letters to patients
2. Advertisement in News letter
3. Word of mouth via registered patients
4. Invitation via reception staff
5. Invitations were sent to registered patients in the following groups, explaining that Ventnor Medical Centre wished to set up a group that was representative of the practice as a whole.

Male and Female

Under 18

Age 19 – 34

Age 35 – 49

Age 50 – 69

Age 70 +

Young parents under 20

Single Parents

Patients with long term conditions:

Parkinson’s, Crohn’s, Epilepsy, Diabetes, Stroke, Hypertension,Stroke,MS. Respiratory disease/Asthma and C.K.D.

Twelve patients agreed to participate in the group.

Profile of Members

Practice population profile PRG profile

AGE

% Under 16 / 14.60% / % Under 16 / 0
% 17 – 24 / 7.17% / % 17 – 24 / 8%
% 25 - 34 / 8.61% / % 25 – 34 / 0
% 35 – 44 / 9.47% / % 35 – 44 / 0
% 45 – 54 / 13.42% / % 45 – 54 / 8%
% 55 – 64 / 15.78% / % 55 – 64 / 48%
% 65 – 74 / 17.72% / % 65 – 74 / 20%
% 75 – 84 / 10.13% / % 75 – 85 / 16%
% Over 85 / 3.10% / % Over 85 / 0

Ethnicity

White / White
% British Group / 83.31% / % British Group / 100%
% Irish / 0.22% / % Irish / 0%
Mixed / Mixed
% White & Asian / 0% / % White & Asian / 0%
Asian or Asian British / Asian or Asian
British
% Indian / 0.50% / % Indian / 0%
% Pakistani / 0% / % Pakistani / 0%
Chinese or other ethnic group / Chinese or other
Ethnic group
% Chinese / 67% / % Chinese / 0%
% Any other / 39% / % Any other / 0%

GENDER

% Male / 49.24% / % Male / 70%
% Female / 50.76% / % Female / 30%

Throughout 2011/12 ongoing advertising and targeting of various groups was maintained, however the membership for 2012/13 remained as per 2011/12.

The PRG will once again be reviewing its structure and formation in 2013/14 with aims to increase involvement from patients.

What steps did we take to reach agreement on issues which had priority andwere included in the local practice survey?

The PRG maintained overall responsibility for the creation of the survey to include specific areas, questions and distribution objectives.Previous GPAQ and 2011/12 survey questions were reviewed to ensure consistency in questioning. These were agreed at the PRG meeting 31st August 2012.

Questions & format

The 2011/12 survey was reviewed to ensure consistency in questioning, whilst also ensuring the survey was compact enough to ensure maximum response.

All questions collated and approved by the PRG along with the survey format.

The PRG agreed the following

Overall experience (new)

Nurses Consultations

GP Consultations

Access

Patient involvement in consultations

The 2012/13 Patient survey was devised by Ventnor Medical Centre PRG

How did we seek the views of our registered patients?

As agreed by the PRG, on 31st August 2012 the survey was circulated as follows:

Direct to patients presenting in surgery over the reception desk.

Survey Documents

PATIENT SURVEY 2013
VENTNOR MEDICAL CENTRE
Dr. Coleman / Dr. Lock / Dr. Lakes / TOTAL OF COMPLETED SURVEYS / = 32
Who is your GP? / 1 / 1
Access - How satisfied are you with:- / Very Satisfied / Satisfied / Dissatisfied / Very Dissatisfied / No experience
Making Contact by telephone / 15 / 15 / 1 / 31
Helpfulness of Receptionists / 23 / 8 / 31
Surgery opening hours / 10 / 19 / 1 / 30
Booking routine appointments / 12 / 17 / ` / 1 / 30
Booking urgent/emergency appointments / 9 / 17 / 3 / 3 / 32
Making appointments / Yes / No / No preference
Do you prefer to see or speak to your own GP? / 21 / 2 / 8 / 31
Liasing with your GP / Always / Almost always / Most times / Sometimes / Never
How often do you see or speak to your registered GP? / 4 / 15 / 5 / 5 / 1 / 30
When making GP appointment how quickly are you offered an appointment:- / Same day / Next working day / Within 2 working days / Within 3 working days / Within 4 working days / Within 5 working days / Does not apply
Routine with your registered GP / 3 / 7 / 10 / 5 / 2 / 2 / 1 / 30
Satisfaction of co-ordinated appointments / 4 / 7 / 5 / 1 / 1 / 18
Routine with any other GP / 8 / 4 / 8 / 1 / 3 / 24
Urgent/Emergency with your registered GP / 12 / 4 / 2 / 1 / 1 / 5 / 25
Urgent/Emergency with any other GP / 14 / 3 / 3 / 5 / 25
GP Consultations - how satisfied are you / Very Satisfied / Satisfied / Dissatisfied / Very Dissatisfied / No experience
with the length of appointment times / 12 / 17 / 1
with telephone consultations / 9 / 16 / 3
with availability of particular GP / 9 / 21 / 30
with doctors caring and concern / 15 / 15 / 30
that GP treated you with understanding / 15 / 15 / 30
with doctor's patience / 14 / 16 / 30
that GP listened to you / 15 / 15 / 30
that GP explained test and treatment / 14 / 15 / 29
that GP involved you in decisions about your care / 13 / 14 / 1 / 28
Nurse Consultations - how satisfied are you / Very Satisfied / Satisfied / Dissatisfied / Very Dissatisfied / No experience
that Nurse gave you enough time / 18 / 8
that Nurse listened to you / 15 / 10
that Nurse explained tests and treatment / 15 / 12 / 27
that Nurse involved you in decisions about your care / 10 / 10 / 5 / 25
that Nurse treated you with understanding / 14 / 10
with your diabetic review with the Nurse / 9 / 5 / 12
Overall experience of Ventnor Medical Centre / Very Satisfied / Satisfied / Dissatisfied / Very Dissatisfied / No experience
Satisfaction with clinics offered / 14 / 13
Overall how satisfied are you with VMC / 14 / 14

Distribution & Time length

Paper survey to patients presented at surgery

4 weeks collection period late December to late January 2012/13

Rate of Return

Paper survey to patients presented at surgery: 230 distributed, 56 returned.24% (2011/12 survey returned 210)

What steps were taken for the PRG to review the survey findings?

Full results were broken down to include GP, including any free text comments were circulated to the PRG for review and comment and to produce an action plan. This review took place on 26th February 2013

Survey results

The results, findings and actions of the survey follow.

The PRG reviewed the practice survey on 26th February 2013.

The poor response rate (24%) was discussed by the PRG, however it was noted that significantly more patients did not want to complete a survey as they felt there were no value to make any contribution to new government legislation.

Access

Excellent results across all access questions, ranging from 96 – 99% satisfaction.

Average overall access questions 97.5% up from 96% in 2011/12.

GP Appointments

The historic requirement for access to a healthcare professional within 2 working days has not been required for the last 2 years.

The same day and next working day appointments in 2013 have increased by 5% compared to 2011/12 survey.

GP Consultation satisfaction

Excellent results across all questions ranging from 98% - 99% satisfaction up from 96 – 97% in 2011/12

Nurse Consultations

Excellent result across all questions including satisfaction with nurse lead special clinic’s such as diabetic clinics. Satisfaction of 98.8% - 96.5% in 2011/12.

Overall Satisfaction with Ventnor Medical Centre

100% satisfaction in 2012/13

Improvements/Learning:

The PRG felt that the improvement was due to the successful completion of actions from 2011/12 last survey as notes below:

1 Address confidentiality in reception area

2 Communications/Sharing

3 Regular Parkinson’s clinics

4 Local Care Service to provide transport

5 Self Help information being made available

The actions above will be continued and regular updates made to all areas.

From 2012/13 survey there were clear indications that patients were happy to embrace telephone consultations. The practice, are keen to continue to offer this as a regular service for patients with their registered GP.

The other area for improvement was the patient toilet, on the ground floor this needed improvement and updating.

Prescription and information area away from the reception desk.

New ways of working regarding next year’s patient survey to increase completed surveys.

Further integrationof the web site,and the practice.

Subsequent Recommendations and Actions were agreed at the meeting held on 26th February 2013.

Improve and update the ground floor patient toilet – Agreed

To put a new prescription area in place and to include an information area with relevant updated self help information – Agreed (ongoing)

To intergrate the web site further with the surgery to allow emails, and appointments – Agreed

To retime the patient survey around the time of flu clinics and extend time period – Agreed

Action Plan / Responsible / Target Date
Improve ground floor patient toilet area, by re decoration, new towel, soap, toilet roll holder. Bringing the area in line with CQC. / Partners and Practice Manager / March 2013
New prescription area to include an information area with relevant updates self help information. Move the prescriptions to a purpose build desk away from the reception desk. / Partners and Practice manager / April 2013
To intergrate the web site further with the surgery to allow patients to email and patients to make appointments on line. / Partners and Practice manager / September 2013
To review and retime patient survey for 2013/14. To target patients visiting the surgery for the flu clinic. / PRG and practice manager / June 2013

Assessed results were discussed with the PRG in respect of the results, findings and proposals arising out of the local practice survey. The practice intends to implement above action points. No other changes were found to be necessary by the PRG.

PRG Review of 2011/12 Actions:

Address confidentiality - Room now available for private discussions – Completed April, but redesign on going.

Sharing information – Completed April 2012

Regular Parkinson’s clinics – Completed April 2012

Local care service for transport – Ongoing

Self Help information – Completed April 2012

The aims of the practice are simple to provide access to the highest possible standard of medical care, to all our patients.