Guildhall Walk Healthcare Centre. Patient Participation Group Progress Report Year 3 (Year end April 2014)

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1 Guildhall Walk Healthcare Centre Patient Participation Group Progress Report Year 3 (Year end April 2014) Step 1 In April 2011 Guildhall Walk Healthcare Centre made a commitment to engage directly with our patients to identify areas of priority that the Centre can make improvements. This Report is a summary of the progress made in 2013/14 and how your opinions and comments have helped us provide you with a more patient focused Centre. The objective of the PPG is to ensure that patients are involved in decisions about the range and quality of services provided. In doing this we aim to actively engage with and act upon the views and opinions of our patients through the use of patient survey. The results will then be analysed and used to identify areas for improvements. Listed below is the current population of Guildhall Walk Healthcare Centre (March 2014) The current list size is 5,860 patients Age Total Groups Male Female Total % 0%

2 The recruitment to the Patient Reference Group is ongoing. The current Group Profile is listed below: Age Male Female Ethnicity Phillipino White British White British White British Proxy Representatives 1 2 White British To reflect the population we serve we have recruited proxy representatives from a nursing home we provide care for, a learning disabilities home and a young person s hostel. None of these representatives are patients but they do hold our patients best interests at heart. The methods used to help increase the membership of the Patient Reference Group were: Through staff invitation both at the reception desk and through clinics Through paper recruitment forms in the centre reception area Via new patient welcome packs Placing posters in the waiting area Written invitation to a random group of patients in various age brackets The Centre and the PPG campaign continuously to try and attract new members to the group, A Patient Reference notice board has been put up in the waiting room with details on how to join the group and a link is available on the website The Centre continues to actively try to recruit representatives from all cultures and ethnicities that attend Guildhall Walk Healthcare Centre. We feel this will enrich the group and give different outlooks and opinions. It was suggested that we seek additional patient participation in the form of a virtual Patient Reference Group.

3 Step 2 Consultation with Patient Reference Group and agreeing areas of priority During the initial meeting with the PRG in 2013/2014 many topics were discussed and several put forward to seek opinion from our patients in a survey. Is there a better way to inform patients of the wait time? Currently the reception team inform patients arriving of the estimated wait time. The Patient Reference Group suggested a ticketing system so patients had a numerical method of estimating their appointment time. Unfortunately, this is not a method that can be implemented due to the mix of GP s and Nurse Practitioners. Nurse Practitioners are not able to see every case and the nature of the walk in centre means that often patients are prioritised as urgent and are seen out of order of arrival. Registered and unregistered patients are seen at the centre and the contract with the former PCT stipulates that 90% of patients must be seen within 2 hours. An idea was suggested using an electronic waiting time sign. The sign can also be used to deliver other messages at key times of the year. The Guildhall Walk Healthcare Centre website was discussed. The Patient Reference Group mentioned Telehealth. A discussion ensued about the way this could be piloted. It was decided that patients with chronic conditions may have routine questions they could ask advice via to a clinician. The PRG suggested Diabetic care. It is stressed that this is for routine questions only and directed to the Diabetic Nurse Specialist. Advice and Guidance Referrals to the hospital Consultants were also discussed. The PRG were advised that sometimes a referral is not indicated but the GP s ask the Consultant for advice and guidance. This is usually a very quick and a response is expected within 48 hours. The system also frees up hospital appointments. The survey asked patients if the questions ed to a clinician would be a valuable resource. Guildhall Walk Healthcare Centre regularly surveys patients to continually check the quality of the service and the provision of care. The Patient Reference Group and Guildhall Walk Healthcare Centre decided to include this in our report for 2013/2014.

4 Step 3 Coalition of the opinions of our patient s through the use of a large survey and snapshot survey This is the ethnicity of patients that completed our large survey throughout April 2013-March 2014 White or White British British (634) Other I do not wish to disclose my ethnic origin (50) White or White British Any other White Background (45) White or White British Eastern European (41) Black or Black British African (24) Asian or Asian British Bangladeshi (17) Asian or Asian British Indian (15) 45 Other Any other ethnic group (14) Asian or Asian British Any other Asian background () Arab or Arab British Middle Easter () White or White British Irish () Mixed White and Black Caribbean () Black or Black British Caribbean (9) Other Chinese (9) Mixed Any other mixed background (8)

5 Would you recommend this practice to a friend or family member? F&F Apr 2013-Sep Extremely Likely (274) 9 (139) 8 (79) 7 (18) 6 (5) F&F Oct Mar Extremely Likely (328) Likely (209) Don't Know (24) Neither Likely or Unlikely (9) Unlikely (1) From the sample of questionnaires taken during the year, it appears patients are extremely likely/likely to recommend Guildhall Walk Healthcare Centre to their friends and family. There is a noticeable improvement in the October-March 2014 data.

6 Do you feel that you had to wait too long after registering at reception to be seen by the Doctor or Nurse? No, I was seen more or less straight away (212) No, I felt the wait was acceptable (178) Yes, I had to wait longer than was acceptable (73) I can't remember () The Contract held with Guildhall Walk Healthcare Centre and NHS England allows walk in registered patients 2 hours to be seen and treated. The centre actually sees 70% of all patients within 30 minutes of arrival. This survey helped us with our small snapshot survey. The questions asked are detailed below: Waiting time Were you advised of the waiting time on arrival? 90% of patients were advised of the predicted wait time % of patients were not advised of the predicted wait time Would an electronic system advising you of the current waiting time be helpful? 80% of patients agreed this would be helpful 20% of patients did not agree this would be helpful Long Term Conditions If you suffer from a long term illness/chronic condition, would you find it useful to a clinician to ask ROUTINE questions? Guildhall Walk Healthcare Centre is considering using this communication method for patients living with Diabetes. The clinical team has a Diabetic Nurse Specialist and we think this may be a useful method for patients to ask routine questions relating to their condition.

7 Do you think this may be a suitable way to ask non-urgent questions to a clinician? 60% of patients agreed this would be useful 40% of patients disagreed Step 4 & 5 The Patient Reference Group and the Representatives of Guildhall Walk Healthcare Centre met to discuss the Draft Action Plan as a result of the Surveys The survey has highlighted that most of our patients are satisfied with the service we provide and are informed of the predicted wait time on arrival. 15% of the large survey felt the wait time was not acceptable. Patients are informed that they may not be seen in order of arrival. The receptionists have the ability to flag up patients that may present as acutely unwell and patient s who may deteriorate whilst waiting. The clinical system allows them to re-enter the data and flag up in amber as see next or red see urgently. The centre will invest in an electronic waiting time system to keep patients informed of the current wait time. The Patient Reference Group has seen the system we have chosen and inputted into the colour of the text etc to be used. Guildhall Walk Healthcare Centre, in conjunction with the PRG, decided to trial the diabetic forum and it is now available on our website. Currently patients are able to our Diabetic Nurse Specialist with routine questions. The centre will develop this site in 2014 to engage with our diabetic patients to ensure we keep them well and try to manage any complications associated with the condition. Guildhall Walk Healthcare Centre has seen a tripling of diabetes detected and we are passionate regarding the care we deliver to ensure safe outcomes for our patients. Review of actions from 2012/2013 Length of appointments The Patient Reference Group suggested minute appointments for minor problems. The clinicians at Guildhall Walk Healthcare Centre decided they would still prefer to allocate 15 minutes to each booked appointment with the opportunity to extend the time if the patient felt they had multiple problems to discuss. Customer Service The large survey undertaken last year indicated that a small minority of patients 0.88% rated our reception team as satisfactory. We have introduced mandatory customer service training and feedback on the patient s surveys indicates that our receptionists provide a caring and professional service.

8 Summary We feel that our PRG has been a very successful tool in allowing patients to give feedback on matters that affect everyone. We strive to increase our PRG membership and feel that the coming year will see yet more ideas for improvements to our centre. Conclusion The Centre published the final end of year report which meets the requirements of the PP DES. This includes the following requirements: The development of a structure that gains the views of patients and enables feedback Agreed areas of priority with the PRG The use of a patient survey to collate views Means of allowing the PRG the opportunity to discuss the findings and reach agreement on changes Agreed action plan with PRG On Behalf of the entire team of Guildhall Walk Healthcare Centre we would like to thank you for your continued support to our Service. Opening times are 08:00-20:00 every day including weekends and all Bank Holidays. 84 hours per week. Practice Nurse Appointments: Monday 13:00 20:00 Tuesday 12:00-20:00 Wednesday 08:00 15:00 Thursday 08:00 15:00 Friday 08:00-14:00 Saturday 09:00-15:00 Telephone lines are open every day 08:00 20:00 including weekends Telephone number is Website address is

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