LARWOOD & VILLAGE SURGERIES PATIENT PARTICIPATION REPORT 2013/14

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1 LARWOOD & VILLAGE SURGERIES PATIENT PARTICIPATION REPORT 2013/14 SAD/LJ 1 March 2014

2 Development of Patient Reference Group The practice has an established Patient Participation Group (PPG) that meets bi-monthly and a Patient Reference Group (PRG) who we communicate with by . The groups are made up of 36 male and female members ranging in age from years. All members of the PPG are White British in ethnicity and this reflects the vast majority of the practice population. One member of the PPG is also a patient representative for the local Clinical Commissioning Group (CCG) and regularly feeds back relevant information to the group. We try wherever possible to invite different people to the meetings for discussion including representatives from the CCG and a GP is usually present. In order to engage with a larger and more varied group of patients our last survey included a question about whether the patient would like to be involved with the Patient Participation Group. The response was positive, however most patients, when contacted to invite them to attend the PPG meetings, preferred to become part of the reference group (PRG). We are aware that younger patients are not well represented in either of the groups but they are open to any patient. When carrying out the survey very few patients under the age of 18 responded and the majority of appointments over the last 12 months have been taken by patients over the age of 35 years. The waiting areas in the practice have posters up and these areas are used by patients attending a wide range of clinics from baby vaccinations to health checks and GP appointments. Agreeing Priorities Members of the Patient Participation Group met the practice team to discuss what areas they felt were a priority. The following were noted from the group: How long individual patient s wait in the surgery before being called by the doctor and how they rate this In line with Care Quality Commission (CQC) registration whether patients found the waiting rooms clean and comfortable What health services patients were accessing outside the practice Whether patients would recommend the surgery to someone who moved into the area Collation of Patient Views The Patient Survey 2013/14 took place during December and January. It was available in paper format from reception desks and on our website. In total 617 patients were surveyed across our four sites and questions were aimed at general care as well as being site specific for some questions. Following completion of the survey the results were analysed and reviewed by Larwood & Village Surgeries Management Team. The results were discussed with members of the Patient Participation Group which issues should be prioritised. SAD/LJ 2 March 2014

3 Summary of changes made in 2012/13 Car parking at Larwood site: This has been an on-going problem for a number of years and was not included in the current survey as we were aware of the issues and were working to improve the situation. Since the survey was done we have purchased a piece of land to the rear of Larwood surgery and work has been completed to extend our staff car park. We are encouraging all staff to use the rear car park to avoid parking on the roads near the surgery. Communication with patients We have co-ordinated our notice boards across sites and ensured that our website is clearly displayed. We have also given out flyers to encourage use of our website. Informing teenagers about our services We have designed a young person s information pack which is available on request. This will be made available in waiting areas as well on the website. It gives information about the practice and local services. Our website is being reviewed to include an area designed for young people. SystmOnline The numbers using SystmOnline are slowly increasing and we are still actively encouraging patients to register for this service. Nursing Care Survey A nursing survey has been designed with the help of our PPG. The survey has now been completed and is being analysed. The results will be discussed at our next PPG meeting. Discussions for service change After meeting with the group to discuss the survey results the following areas were identified as priorities: Waiting to see the doctor Patients were asked the following: SAD/LJ 3 March 2014

4 We then asked patients whether it would be useful to know either how long you are likely to have to wait or how many patients are in front of you? The results showed that 79% of those surveyed felt it would be useful to know this information and the PPG preferred the option of knowing how many patients were ahead of them. In order to help patients to know whether to expect a delay when waiting for an appointment we intend to: Allow this information to be displayed on all patient check in screens Cleanliness and comfort of waiting rooms From last April all GP surgeries were required to register with the CQC (Care Quality Commission). Their regulations are broken down into several areas of which patient experience and infection control are two. We asked patients the following questions: To ensure that we continue to achieve such positive responses we intend to do the following: Share feedback with our reception teams Continue customer care training on a regular basis Put in place a programme for decoration both internally and externally Continue replacing carpet floor coverings with vinyl flooring Accessing other services It is one of the priorities of Bassetlaw Clinical Commissioning Group (CCG) to reduce the number of attendances at A&E (Accident and Emergency) for non-emergencies. As a practice we are keen to offer services which are accessible and appropriate. The figures on the graph below indicate that the majority of patients used other services for Blood tests which is usually for convenient for patients that work as they do not need to make an appointment NHS walk in services which are often used when away from home A&E which is expected in an emergency situation SAD/LJ 4 March 2014

5 We intend to: 1. Advertise the options available to patients either in hours or when the surgery is closed. 2. Carry out a patient survey for both Larwood and Harworth Urgent Care Services to ensure that we are delivering the best service possible and it is what is needed. Recommendation to others One of the indicators used to establish how well the practice is working is to do the friends and family test. In essence this means asking the question of whether you would recommend the surgery to others including your friends and family. On this occasion we asked whether you would recommend the surgery to someone that moved into the area. This result has increased from 90% last year to 99% this year. We are extremely proud of this response and hope to maintain this high standard in the future. SAD/LJ 5 March 2014

6 Reducing high DNA (Did Not Attend) rates We are aware that despite sending text messages to patients to remind them of appointments we still have a high DNA rate. This causes increased pressures on other services as these appointments are wasted. Last Month (February 2014) 746 patients did not attend their appointment or cancel it. Part of the reason for this may be that patients have to phone the surgery or log in to SystmOnline to cancel an appointment. We intend to: 1. Trial a new service which sends automatic text or voice messages to patients to remind them of appointments and also gives the option to text back to cancel an appointment. 2. Monitor our DNA rates for a 6 month period to see if this makes a difference. Responding to comments We always ask for patients to leave comments, good or bad, on our survey forms and one which has been particularly noted is regarding ordering and collection of prescriptions. We are working towards implementing the Electronic Prescription Service (EPS) which will allow patients to nominate their preferred pharmacy and their prescriptions can then be sent electronically to the pharmacy. This has not yet gone live in Bassetlaw, but we will be working with local pharmacies to implement this when it becomes available. Summary The practice was very pleased with the survey results overall and below are some of the positive indicators: 96% of patients felt that they were always treated with courtesy, dignity and respect by the receptionist 99% of patients stated they would recommend the surgery to someone new to the area SAD/LJ 6 March 2014

7 Practice Opening Hours Opening hours are slightly different across sites. Therefore these have been broken down per site and include core hours and extended hours: Larwood Surgery telephone Monday 8.00 am to 6.30 pm Tuesday 8.00 am to 6.30 pm Wednesday 8.00 am to 6.30 pm or 8.00 pm Thursday 8.00 am to 6.30 pm or 8.00 pm Friday 8.00 am to 6.30 pm Saturday 8.00 am to noon Larwood Urgent Care Service (LUCS) Walk in service (for urgent problems that need seeing on the day) at Larwood Surgery and Monday Friday (excluding Bank Holidays) Carlton Village Surgery telephone Monday 8.00am to 6.30 pm Tuesday 8.00am to 6.30 pm Wednesday 8.00am to 6.30 pm Thursday 8.00am to 8.00 pm Friday 8.00am to 6.30 pm Saturday 8.00am to am Lakeside Surgery telephone Monday, Wednesday and Friday 8:15am - 6:00 pm Tuesday and Thursday 8.15 am pm Patients requesting an emergency appointment may be requested to attend Carlton Surgery. Oakleaf telephone Monday 8.00am to 6.30pm Tuesday 8.00am to 6.30pm Wednesday 8.00am to 6.30pm Thursday 8.00am to 6.30pm Thursdays 8.00am to 6.30pm Friday 8.00am to 6.30pm Saturday 10.30am to noon SAD/LJ 7 March 2014

8 Access The practice has an open list and welcomes new patients. We have a wealth of healthcare professionals ranging from GPs with special interests to Nurse Practitioners, Practice Nurses and Health Care Support Workers. We aim to promote continuity of care and ensure that the patient s journey is as smooth as possible. We offer our patients a range of communication methods including telephone consultations and online appointment booking. Out of Hours Arrangements There is always a doctor on call for urgent medical problems. When the surgery is closed the number to ring is 111. Your call will be answered by a trained call handler who will ask questions to establish the nature and urgency of the problem. You may be offered: advice on how to deal with your problem a telephone consultation with a suitably qualified doctor/nurse an appointment to attend the Bassetlaw Primary Care Centre based at Bassetlaw Hospital or be dealt with immediately if necessary via emergency services. Quotation from a member of our PPG I have been a Patient at the Larwood Practice since 1994, a member of the Patient Participation group since it was set up 5 years ago and a member of the CCG Public Engagement Committee since that was founded in Having moved around the UK for 30 years until 1994, my experiences at Larwood compare very favourably with any other Practices I have attended. I m particularly impressed by the efforts made to improve the patient experience and the willingness to include patients in the decision making at the practice, via the patients group and via all today s electronic media. The results of the current survey reflect my own opinions and I think the report is a nice review of the current situation at the practice. SAD/LJ 8 March 2014

9 Larwood and Village Surgeries - Patient Survey 2013/14 Which Doctor did you see today and where? Dr at Surgery 1 When you want to see a doctor: a) How do you rate the hours that the surgery is open for appointments? Excellent Very good Good Fair Poor Very poor b) How quickly can you see a doctor? For an urgent problem For a non urgent problem For advice only For other reasons Same day Next day Within 2-3 days Within 4 5 days 5 + days c) What additional hours would you like your surgery to be open? Early mornings Lunchtimes Evenings Weekends None, I am satisfied 2 When you visit the surgery: a) How long do you usually have to wait beyond your appointment time to see the doctor? 5 minutes more than or less minutes minutes minutes 30 minutes b) How do you rate this? Excellent Very good Good Fair Poor Very poor c) When visiting the surgery would you find it useful to know how long you might be waiting before your consultation begins or how many patients are before you? Yes No 3 When you telephone the surgery: a) How do rate the speed with which your call is answered? Excellent Very good Good Fair Poor Very poor b) How easy it is to speak to a doctor when you have a question or require medical advice? Very easy Fairly Easy Acceptable Difficult Never tried c) How would you rate the way your call is handled by the receptionist? SAD/LJ 9 March 2014 Excellent Very good Good Fair Poor Very poor

10 4 The quality of care you receive: Thinking about the doctor you saw today.. a) Overall how good is the doctor at listening to you? Excellent Very good Good Fair Poor Very poor b) Overall how good is the doctor at involving you in decisions about your care? Excellent Very good Good Fair Poor Very poor c) Overall how good is the doctor at explaining problems and any treatment that you need? Excellent Very good Good Fair Poor Very poor d) Overall how good is the doctor at treating you with dignity and respect? Excellent Very good Good Fair Poor Very poor e) Overall how would you rate your confidence in the doctor? Very confident Fairly confident Not very confident Not confident at all 5 When you visit the surgery: a) How welcoming do you find the reception team? Extremely Very Acceptable Not Very Not at all b) How would you rate the reception team s knowledge of their role? Excellent Very good Good Fair Poor Very poor c) Do you feel the receptionists treat you courteously, and with dignity and respect? Yes No c) Do you feel that the receptionists give you adequate time to explain what you need? Yes No d) Do you feel the receptionists listen to you? Yes No e) Do you find the waiting rooms clean and comfortable in the surgery? Yes No SAD/LJ 10 March 2014

11 6 Accessing Services: In the last 12 months have you accessed any of the services below? Emergency treatment at A & E NHS Walk in Centre Blood test Smoking Cessation Weight Management Private GP appointment (for medical report etc) Travel Vaccinations Other than attending A&E, is there a reason you did not attend your GP surgery for this service? If so please tell us why? eg Appointment availability 7 Have you ever used our website? Yes No Do you follow us on Yes No Have you liked our Facebook page? Larwood & Village Surgeries Yes No 8 Would you recommend Larwood and Village Surgeries to someone who had just moved to the area? Yes No If no, please state why not SAD/LJ 11 March 2014

12 9 Any comments Is there anything you would like to tell us about your experience at the surgery? This might include anything you have to say, whether good or bad, about our GP s, staff or services. 10 About you Are you Male Female Which of the following describes your current situation? Full time paid/self-employment Part time paid/self-employment Full time education Unemployed Permanently sick/disabled Fully retired Looking after the home Full time/part time carer What is your ethnicity? White Asian Black Mixed Other English/Welsh/Scottish/Northern Irish/British Irish Gypsy or Irish Traveller Any other white background Indian Pakistani Bangladeshi Chinese Other African Caribbean Other White & Black Caribbean White & Black African White & Asian Any other mixed/multiple ethnic background Arab Any other ethnic group How long have you been a patient at this surgery? Under 3 years 3 5 years 6 10 years 11 years + Don t know Thank you for taking the time to answer these questions. At Larwood and Village Surgeries we strive to provide excellent standards of care and your feedback is important to us. Kind regards Sarah Dale, Practice Manager SAD/LJ 12 March 2014

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