WEMBLEY PARK DRIVE MEDICAL CENTRE
March 2014
WEMBLEY PARK DRIVE MEDICAL CENTRE
21 Wembley Park Drive
Wembley Middlesex HA9 8HD
www.wembleyparkdrive.co.uk
PRACTICE CODE: E84709
PATIENT PARTICIPATION DIRECTED ENHANCED SERVIC (DES) 2013/14 Y3
Introduction
Wembley Park Drive Medical Centre has been serving the needs of the local population for over 30 years. We currently serve 10,088 patients of mixed ethnicity and cultures.
We aim to provide a high level of personalised care with dedicated staff that enjoys their work with a smile.
Education is integral to our existence with learning and teaching operating within the team in many different directions on a daily basis
Component 1:
Develop a structure for a PRG
Wembley Park Drive Medical Centre believes that patients play a great role in how the practice functions and what services it should provide. The practice has enjoyed working with our PRG group which was set up in 2012. It is an essential channel through which patients can give feedback on how they see the services we offer and how we can improve and develop in response to their changing needs.
We also encouraged patient to sign up via email so they can email suggestions which would be taken into account if they can’t attend meetings or there English is not so good but there written English is stronger.
Wembley Park Drive Medical Centre has been serving the needs of the local population for over 30 years. We currently serve 10,088 patients of mixed ethnicity and cultures.
We aim to provide a high level of personalised care with dedicated staff that enjoys their work with a smile.
Education is integral to our existence with learning and teaching operating within the team in many different directions on a daily basis
1. Joining the PRG
The PPG was created from our Patients who showed an interest in joining the group after seeing the adverts on Notice boards, practice website, news letters, patients that were interested were asked to sign up on a sheet or verbally inform reception or Practice Manager
The following steps have been continued each year following the original recruit for members from 2012:
· MJOG is sent out every 3 months
· We have health open days to encourage membership of the group
· We have clinical champions – nurse and GP to increase the engagement to the group.
· We publish a newsletter to advertise the group
· We put up posters to advertise
· We inform patients on the prescription RHS to join
· Practice Website
· Word of mouth
The Practice Manager carried out the initial search on our EMIS LV system, which is now carried out on our new computer system EMIS WEB, this is to make sure that all category of patients is represented. The search was focused on the following areas:
Housebound
Disabled
Learning Difficulties
Unemployed
Retired
Carers
Teenagers
The Description of Profile of the PRG & Population
Practice Population Profile
The current Total population is 10039 registered across Wembley Park Drive Medical Centre as of 21st Feb 2014 they consist of the following
Total Population / 10039Male / 5180
Female / 4849
Age / Age Groups
00-04 / 421 / 399
00-16 / 713 / 650
17-24 / 524 / 546
25-34 / 1393 / 1194
35-44 / 940 / 759
45-54 / 531 / 536
55-64 / 346 / 357
65-74 / 208 / 224
75-84 / 85 / 146
85-89 / 15 / 26
90+ / 4 / 22
Carers / 113
Ethnicity / Black / 9%
White / 18%
Asian / 42%
Other / 1%
Health Factors / COPD / 76
that effect the / CHD / 151
Practice / Stroke/Tia / 87
Diabetes / 505
Asthma / 488
Dementia / 28
Mental Health / 98
Learning Disability / 54
PRG PROFILE
We have 12 Patients in our PRG
Our current profile of the PRG members is:
AGE / SEX / ETHNIC / SOCIALFACTORS / WORKING / OCCUPATION
ORIGIN / PATTERNS
53 / Male / Asian / Employed / Teacher
63 / Male / White / Diabetic / Employed / Lawyer
41 / Female / Black / Care for disabled son / Mother
60 / Male / Asian / Retired / Pharmacist
49 / Female / White / Unemployed
77 / Female / Black / Retired
76 / Female / White / Retired
82 / Female / White / Diabetic / Retired
82 / Male / White / Retired / Interested in local Health
66 / Male / White / Cares for wife with hearing impairment / Employed / Teacher/Interested in Local
65 / Male / Asian / Diabetic / Retired / Practice Manager
76 / Female / Asian / CHD/Asthma / Retired / Interested in local Health
As you can see from our breakdown that all effort has been made to ensure that a balance between the different populations we serve.
To a large extent we have made a very good attempt to achieve good balance from the diverse community we serve
We do not yet have a group which is reflective of our practice population, as non Caucasians were indeed underrepresented and the younger population
We continue to advertise the group and encourage participation opportunistically.
However this year the practice has tried very hard to get the younger population & small ethnic groups to join the PPG via:
Listed below are examples of advertising and sign-up sheet.
Advertising to the younger Population
Would you like to have a say about the
Care & Services Provided at
Wembley Park Drive Medical Centre
If so please leave your contact details at reception or with the practice manager
Steps taken to ensure that the PRG is represented of the practice population
· All new registered pts are encourage to join the group
· MJOG is sent out every 3 months
· We have clinical champions – nurse and GP to increase the engagement to the group.
· We publish a newsletter to advertise the group
· We put up eye catching posters to advertise on the PRG Boards
· We inform patients on the prescription RHS to join
· We seek advise from our PRG to increase membership
· Sign up forms are kept at reception for patients to sign up
· Word of mouth used
· Asking these groups at new patient Health Checks
The practice hosts many languages and cultures within the team so everyone canvases around to get patient to engage in the PRG
Our ethnicity profile illustrates that we provide care for a diverse ethnic population. Using this, the practice has established a group with different backgrounds and patient whom English may not be their first language.
The PRG profile parallels our patient demographics as closely as possible.
All staff at the practice tried hard to reach those that could not speak English as their 1st language. Word of mouth techniques were used to try and access these patients.
Poster
Would you like to have a say about the services
Provided at
Wembley Park Drive Medical Centre
And become part of our patient forum group
If so please leave your contact details at reception
Website Poster
PATIENT PARTICIPATION GROUP
Are you interested in finding out more about Wembley Park Drive Medical Centre?
Would you like to influence the development of local health services?
Wembley Park Drive is keen to set up a Patient Participation Group and is looking for volunteers. We would welcome participation from patients from all walks of life and varying backgrounds.
If you would like to participate in developing the practice and joining fellow patients and staff in planning future services, please give your contact details to the receptionist or you can leave your details on this website by going to contact details and send us your name, telephone number, email address and.
Signing up for our Patient Reference Group
If you are happy for us to contact your periodically by email or phone please leave your details below and hand this form in at reception.
Name:
Email Address:
Post Code:
Telephone:
The information below will help to make sure that we receive feedback from representative sample of patients registered at this practice.
Your Gender: Male Female
Your Age: Under 16 17 – 24
25 – 34 35 – 44
45 – 54 55 – 64
65 – 74 75 – 84 Over 84
The ethnic background with which you most closely identify is:
White British Group Irish
Mixed White & Black Caribbean White & Black African
White & Asian
Asian or Asian British Indian Pakistani Bangladeshi
Black or Black British Caribbean African
Chinese or Other Chinese Any Other
How would you describe how often you come to the practice?
Regularly Occasionally Very rarely
Thank You
Please note that we will not respond to any medical information or questions received through the survey.
Component 2:
Agree with the PRG which issues are a priority and include these in a local survey. Steps taken to determine and reach agreement on issue with had priority and were included in the local practice Survey
The PRG and the practice will shape the ideas covered by the local survey.
The Practice & PRG had a meeting on 6th August 2013 we look at the past agendas and see the solutions that can been made and where progress has not been made the group felt that over the last few years access seems to be always continued over we asked the PRG what they feel should be included in the survey this year.
The PRG had come up with various suggestions however we agreed that the following areas need to be looked as a priority:
· Opening hours
· Telephone
· Seeing doctor of choice
· Length of time waiting in practice
· Patients experience
A considerable amount of work has been undertaken on the objectives concerning access to appointments and waiting time & Reception issues in the practice during 2013.
The group also looked at the comments left on NHS Choices & Gp-patient results and in house complaints again the main trend that keeps being highlighted in Access.
Clearly it is important that any patient survey is agreed with the PRG. All PRG members were therefore asked for their views on whether a specific survey would be the best vehicle to obtain patient views.
Following feedback from PPG members it was agreed that a local survey be developed covering the issues.
We also discussed with the group that Harness has involved a management company to come in and help all 16 practices in the locality. On how we can improve patient access into practice, we showed them the work that we have been doing with the Alpha team and the PRG were happy with the work that was being done which involved all the Drs, Nurse, receptionists.
The PRG & Practice looked at the following surveys by CEFEF & Alpha Management
The group & the practice agreed jointly to go ahead with the Alpha Management Survey as it was reflected on the priorities that are set and that they are also working with Harness to improve patient access in the practice and across the 16 practices.
Component 3:
Carry out a local practice survey and collate & inform the PRG of the findings
The PRG representatives the patient concerns at present are in view of ACCESS
A survey was undertaken in May 2013 to August 2013 in the form of a paper questionnaire comprising of 20 questions these were approved by the PRG the 20 questions were opened up to the PRG, and also if they wanted to add any further questions how ever there was no need as you can see the questions were all in-depth. Listed below are the Patient approved questions:
Questions are:
1. How do you normally book your appointments to see a doctor or nurse at the surgery?
In person By phone Over the internet Walk-in
2. Think about the last time you tried to see a doctor fairly quickly. Were you able to see a doctor on the same day or in the next 2 weekdays that the surgery was open?
Yes No Can’t Remember
3. Is there a particular doctor you prefer to see at the surgery
Yes No
4. How easy is it to see the doctor you prefer to see at the practice ?
Very Easy Fairly Easy Difficult Very Difficult
5. How often do you see the doctor you prefer to see at the practice?
Always or almost always A lot of the time
Some of the time Never or almost never
6. How many times would you say you visit your GP per year
1-3 times 4-6 times 7-9 times 10 or more times
7. If you ring the surgery looking to see a GP within the next 2 days and your preferred GP is not available would you
Ask to see another GP
Ask when your preferred GP is available & wait for an appointment until then
Ask to see another GP and look for an appointment with your preferred GP
as soon as they are available
8. In the past 6 months, have you tried to book ahead for an appointment with your preferred doctor but was told that there were no appointments available for the next 2 weeks.
Yes, this has happened to me regularly
Yes, this has happened to me on occasions
No, this has never happened to me
If yes would you:
Ask to see another GP
Ask when your preferred GP is available & wait for an appointment until then
Ask to see another GP and look for an appointment with your preferred GP
as soon as they are available
9. How satisfied are you with the hours that your GP surgery is open?
Very Satisfied Fairly Satisfied
Fairly Dissatisfied Very Dissatisfied
10. Would you like your GP surgery to open at additional times?