Bramingham Park Medical Centre

Transcription

1 Results, Recommendations and Response (Petros Medical Practice) Lucas Gardens, Luton Survey Results Total number of respondents = 39 Throughout the months of September to December 2013 Healthwatch Luton conducted a review of GP Services. Listed below are the patient survey results, observations analysis and any recommendations for improving services at, Lucas Gardens, Luton. AGE UNDER OVER 65 FREQUENCY ETHNICITY WHITE BRITISH IRISH CARIBBEAN INDIAN ITALIAN FREQUENCY ETHNICITY AFRICAN CHINESE DID NOT SAY FREQUENCY GENDER FEMALE MALE DID NOT SAY FREQUENCY DISABILITY YES NO DID NOT SAY FREQUENCY

2 Survey Results Q1. Is it easy to get through to your surgery on the telephone? Q2. Can you book your appointment online? Q2b. Would you use this service if available Q3. Does your surgery send you an appointment reminder text message? Q3b. Would it be/is it helpful to you? % of respondents stated that it was not easy to get through to the surgery on the telephone. 92% of respondents stated that they could not or were unsure if they could book their appointments online. Q2. of respondents stated that they would use an Q1. 54% of respondents stated that they would use an online appointment booking service if it were available. Q2b. 64% of respondents stated that the surgery does send them an appointment reminder text message. 59% of respondents stated that an appointment reminder text message would be helpful to them. Q3. Q3b.

3 Survey Results Q4. Are you happy with your surgery s opening hours? % of respondents stated that they were not happy with their surgery s opening times. Respondents who were unhappy provided the following comments: Saturday openings are better for me Saturday openings for people who are working Evening appointments should be available. It s hard for working people Q4. Q5. Is the building accessible and patient friendly? Q5b. Are you happy with wheelchair access/pram access? % of respondents were unhappy with the wheelchair/pram access. Respondents who were unhappy provided the following comments: Needs a ramp. The stepped access is not good More needs to be done for people in wheelchairs Q4. Q5c. Are you happy with the waiting room? Q5d. Is the waiting room child friendly? % of respondents stated that they were unsure if the waiting room is child friendly. Q5d.

4 Survey Results Q5e. Are you happy with the toilets? Q6. Can you get an appointment for when you need it? % of respondents stated that they could not get an appointment for when they needed it. Respondents provided the following comments: I have to wait weeks to get an appointment There are long waits when I need an appointment I have to wait over a week It takes weeks Q6. Q7. Is there enough privacy to talk to reception in confidence? % of respondents felt that there was not enough privacy to talk to reception in confidence. Q7. Q8. Is it clear for you to know when it is time to see your doctor (system in reception for alerting you to see your doctor)? % of patients stated that it is not clear when it is their time to be seen by their doctor. The following comments were provided: The tannoy needs to be clearer because I can t hear my name called The tannoy is muffled I can t hear the tannoy properly. Make it louder Poor tannoy Q8. Q9. How long after your appointment time do you normally wait to be seen? Minutes Less than 5 5 to 15 More than 15 Frequency

5 Survey Results 31% of patients stated that they waited for more than 15 minutes after their appointment time to see their GP. Q9. Q10. Are there any language barriers when communicating with staff or doctors? Q11. Is there the right information/leaflets available at your surgery of specific interest to you? Q12. Do you think your surgery should have water available in the waiting room for all patients? % of respondents stated that there should be water available in the waiting room. Q12. Q13. Do you only see a certain doctor in your surgery? Q14. Do you avoid any doctors? % of respondents stated that they avoid a certain doctor. The following comments were received: He doesn t listen to me I have been misdiagnosed before Doesn t pay attention to me Q14.

6 Survey Results Q15. Do you have confidence and trust in your doctor? % of respondents stated that they did not have confidence and trust in their GP. The following comments were provided: I never get to see the same GP twice to build up a relationship GP never listens to me Have been given the wrong medication before Q15. Q16. Do you feel your doctor listens to you and considers your opinion? % of respondents felt that their doctor does listen or consider their opinion. Q16. Q17. Do you feel you have enough time with your doctor? % of respondents felt that they did not have enough time with their doctor during their appointment. The following comments were provided: I always feel rushed It s like he just wants to get rid of me I don t get the time to explain myself After 5 minutes I m told I m out of time Q17. Q18. Do you feel you are involved in decisions about your care and treatment? % of respondents stated that they did not feel involved in decisions about their care and treatment. Q18.

7 Survey Results Q19. Overall, how do you rate the doctors at your surgery? Score Very Poor Poor Ok Good Excellent Not Sure Frequency % of respondents rated the doctors at the surgery as either good or excellent. Q19. Q20. Are the staff (reception/practice manager) at your surgery helpful and understanding? % of respondents stated that staff are helpful and understanding. Q20. Q21. Do staff listen to you? All respondents stated that staff do listen. Q21. Q22. Do staff treat you with respect? % of respondents stated that staff treat them with respect. Q22. Q22.

8 Survey Results Q23. Overall, how do you rate the staff at your surgery? Score Very Poor Poor Ok Good Excellent Not Sure Frequency % of respondents rated the staff at the surgery as either good or excellent. Q23. Q24. Overall, are you happy with the quality of care, treatment and service you receive at your surgery? % of respondents stated that they were happy with the overall quality of care, treatment and service. Q24. Q25. Do you have any suggestions for improving the system/service provided at your surgery? Survey respondents provided the following areas for improving the service at the surgery: more permanent GPs and less locums as respondents were frustrated at seeing different GPs so often, a clearer tannoy system, a ramp for wheelchair users, more information communicated to patients around the management of the practice, longer opening times and the ability to book appointments online.

9 Survey Results Q26. Would you recommend your surgery to other people? % of respondents would recommend the surgery to others. Q26. Q27. How would you score your doctor s surgery? Score Description Very Poor Poor Ok Good Excellent Frequency % of respondents rated the GP surgery a score of 4 or 5. Q27. HEALTH WATCH LUTON

10 Observation Results September 2013 Lucas Gardens, Luton ASSESMENT CRITERIA POSITIVE NEGATIVE ADDITIONAL COMMENTS Building Condition external Building Condition internal Wheelchair/Pram access? Condition and location of toilets? Fire exit location and signs Hearing loop system in place? Water available in waiting room? Clear signs for rooms, opening hours, toilets? Good Good Good Yes Yes Automatic No No Needs a ramp at the entrance Comments/Complaints Box available? (incl pens/paper) No Not visible Confidentiality/Privacy at reception? Range of Literature/Leaflets available? Yes Information available in non English? Is this promoted? Yes On request but not advertised Patient participation Groups? If yes, Is it advertised Are hand sanitisers available? Online appointment booking system available? Appointment Text message service available? Electronic check in at waiting room? Yes Yes Translation services? Where is this publicised? No On request but not advertised Is there a payphone? Yes Reception can call, not advertised Tissues available in waiting area? Are sicknotes free of charge? Can patients sign up without going on a waiting list? Can patients access information on their records? Medication history etc how easy is it? Is there a charge? Yes Yes Yes No No No No No Patient can liaise with the practice manager to view personal records

11 Summary The results of both the patient survey and observations at are varied. There is a good level of satisfaction (85%) with the overall level of service provided. There is a 79% satisfaction level around the staff that work at the practice and this is positive. However only 51% of respondents rated the GPs at the surgery as either good or excellent. It has been identified that respondents are not satisfied with the frequency of temporary GPs in place at the practice as this has not allowed them to build a relationship with a GP. This can be one of the reasons why 26% of respondents have stated they do not have confidence or trust in their GP. Recommendations based on Patient Survey and Staff Observations Healthwatch Luton has identified areas where improvements can be made in order to maximise the patient satisfaction levels and enhance the patient experience. The following 16 recommendations are based on the data obtained from the patient experience questionnaire and observations conducted by staff: 1 A review of the number of GPs working at the practice (non-permanent) and implementation of an action plan to improve the patient experience when seeing a doctor. Respondents stated that they wanted to establish a relationship with GPs but could not do so when there are alternating locums. 31% stated that they avoid certain doctors, 26% lack confidence in the GPs, 28% feel as though they do not have enough time with the doctor during their appointment and 26% of respondents stated that they do not feel involved in decisions about their care and treatment. Since taking over the practice in December Phoenix has engaged in recruiting Doctors and Nurses. We will have an established team of GPs and nurses giving continuity of care for patients and minimising the use of locum staff. It has unfortunately been necessary to use locum staff for a short time for us to complete the recruitment phase of our mobilisation. Currently we have completed recruitment of all nursing staff and have one GP now to recruit Timescales for Implementation: May 2014 PASTURES WAY SURGERY RESULTS

12 Recommendations 2 The implementation of an online appointment booking system. 54% of respondents stated that they would use an online appointment booking system if it were in place. This could provide greater ease of access and alleviate pressures from reception considering 26% of respondents stated they found it difficult to get through to the surgery on the telephone. We are in the process of publicising our on line appointments booking system in the reception area and in each clinical room. We are also changing our medical systems supplier to facilitate this improvement, this will take approximately 16 weeks. Our reception staff will proactively recommend this to our patients once the new system is in place. Timescales for Implementation: June The introduction of an appointment reminder text message. 59% of respondents stated they would find an appointment text message reminder helpful. We are currently exploring this with our medical system supplier and once technical issues have been resolved will implement the service

13 Recommendations 4 The availability of a private area/room for patients to discuss their needs privately and in confidence. An area to facilitate this recommendation is being explored 5 Clear and visible signs in the reception area informing patients of: a) Their right not to disclose sensitive information in an open environment b) The availability of a private area for patients who wish to discuss matters with reception staff in privacy. The response to this recommendation will be addressed as part of our action plan relating to compliance with CQC essential standards. We are sensitive to matters of confidentiality and will also be addressing this through staff training plans. 6 The availability of water for patients in the waiting room. 62% of respondents stated that they would like to have this measure. Considering 31% of respondents stated that they are waiting for more than 15 minutes to be seen, in some instances upwards of 30 minutes, the availability of water is highly recommended. Whist this recommendation would seem relatively straight forward we have experience due to spillages particularly where young children are concerned there have been untoward incidents with slips, trips and falls. Patients who need water can make a request at reception Timescales for Implementation: N/A

14 Recommendations 7 The implementation of a ramp for ease of access. 31% of respondents were not happy with the wheelchair/pram accessibility of the practice. This would ensure the surgery meets its obligations under the Equality Act Currently the entrance to the surgery consists of a slope gradient to the main entrance there are no steps. However there is a small lip where the outer doors slide across and this does on occasion make access difficult for some patients. We have a quotation for this work to be done however the building is leased to us and the lease is currently being renegotiated as Phoenix are the incoming tenants. We therefore cannot make alterations until the lease is signed. We do and have for sometime used the second entrance to the Physio reception should there be access difficulties. We will continue to use this option until we can progress alterations to the main entrance. Timescales for Implementation: June 2014 work in progress 8 The implementation of a hearing loop system to ensure the surgery meets its obligations under the Equality Act This recommendation will be addressed through our action plan and prioritised accordingly. Timescales for Implementation: June A clearly labelled and accessible comments/complaints box with pens and comment cards that patients can use in confidence away from the reception area. This recommendation will be addressed through our action plan

15 Recommendations 10 Hand sanitisers made available and visible in the waiting area for patients. This will be address through our action plan and part of our CQC essential standards 11 Clear and visible signs informing patients that staff can call for a taxi if required. Patients are welcome to request the use of a phone to request a taxi if they have no means of calling for one. We will make this information available in reception however we do not want to encourage habitual use of practice phone lines which may prevent other patients making calls into the practice, some of which maybe in an emergency. 12 Clear and visible signs informing patients that information is available in different languages and formats on request. This recommendation will be addressed through our action plan and new practice leaflet. 13 Staff to inform patients of waiting times when 15 minutes or more. This will be addressed through our staff training plans

16 Recommendations 14 The availability of tissues in the waiting area. Patients are welcome to request tissues and these will be made available by our reception staff 15 An improved system for alerting patients. Patients are currently called through verbally by their GP or nurse, when the new medical system is installed the system will be automated with a visual screen message detailing the GP and room to go to. Timescales for Implementation: June Clear signs to make patients aware that a translation service is available if required. This recommendation will be addressed through our action plan and notices displayed in all areas of the practice Signed by: John Brett Date: 28 th February 2014 Healthwatch Luton would like to take this opportunity to thank all the staff at Bramingham Park Medical Centre for their assistance. We are happy to hold further discussions with your practice regarding the above recommendations and to discuss how Healthwatch Luton can further assist your practice to ensure a high standard of care and patient satisfaction is in place. BLENHEIM ASHCROFT MEDICAL PRACTICE CENTRE RESULTS