Haslemere Health Centre

Transcription

1 Haslemere Health Centre Local Patient Participation Report March 2014 Haslemere Health Centre, Church Lane, Haslemere,GU27 2 BQ. Practice Manager: Stephanie Ashdown T:

2 Haslemere Health Centre Local Patient Participation Report Executive Summary The following report outlines requirements for a Local Patient Participation Report to satisfy the PP-DES requirements as directed by the; THE NATIONAL HEALTH SERVICE ACT 2006 The Primary Medical Services (Directed Enhanced Services) (England) (Amendment) Directions 2011 Insertion of new direction 12A - Patient Participation Scheme. The survey results in this report have been collated since 1 st April 2013, and continue on from results in the 2013 Local Patient Participation Report. Haslemere Health Centre, Church Lane, Haslemere, GU27 2 BQ Practice Manager: Stephanie Ashdown Number of full time doctors 9 Number of patients The practice engaged with NETbuilder to provide their comprehensive managed survey solution, NBSurvey, to enable the collection of views from patients in multiple locations across various demographic groups. This enabled us to canvass our patients opinions via an input channel most suited to them, from in-practice touch screen kiosk, through to virtual online surveys. The practice has a virtual Patient Reference Group. This means that patients are invited and encouraged to give their feedback via surveys on various aspects of the practice in a number of ways. The current number of PRG Members is 11 and recruitment is on-going. Results Summary Item Total Number of Surveys 2 Number of Responses 71 Number of Input Channels 1 Summary Outcomes & Action Plan PPDES Year 3 Results During our third year the Group has become more functional and more aware of its purpose. We have looked at the following areas from our March 2013 Action Plan:- Booking an appointment online this has been recently installed but from early reports/feedback patients like it and it is working well. The practice is gradually signing patients up to the new system.

3 Haslemere Health Centre Local Patient Participation Report In addition to the ability to book appointments on online, patients can now securely order repeat medication online. The new system allows the patient to view past repeats and select exactly what they require. This reduces the risk of errors and is available 24 hours a day, seven days a week. Length of time waiting to see a GP or Nurse the notice on the patient screens remains in place in the waiting room and continues to give any patient the ability to come to the front desk without feeling awkward or that they are complaining, if they feel they have been waiting an excessive amount of time. The Group have looked at other areas too and feel they have made good progress but will strive to make further improvements during 2014.

4 Haslemere Health Centre Local Patient Participation Report CONTENTS Executive Summary 2 Results Summary 2 Summary Outcomes & Action Plan PPDES Year 3 Results 2 About The Practice 6 The Doctors 6 Partners 6 Salaried Doctors 6 GP Registrar 6 Practice Staff 6 Practice Nurses 6 Diabetic Special Nurses 6 District Nurses 7 Healthcare Assistants 7 Health Visitors 7 Opening Hours 7 Home Visits 7 When the Surgery is closed 7 Local Survey Methodology 8 The NBSurvey Methodology 8 Input Channel Evaluation Criteria 12 Patient Reference Group 15 PRG Membership 15 Member Profiles 15 PRG Recruitment & Representation 15 PRG Agreement of Priorities 16 Results, Outcomes& Findings 17 Summary Information 17 Survey results by Input Channel 17

5 Haslemere Health Centre Local Patient Participation Report Summary of Demographics Survey: 17 Representation of Registered Patients 18 Survey Results 18 Discussions & Action Plans 20 Summary of Year 1 Outcomes & Action Plan 20 Implementation of Year 1 Outcomes and Action Plan 21 Year 2 of the PPDES - Discussions 21 Year 2 of the PPDES - Action Plans 21 Year 3 of the PPDES - Discussions 22 Year 3 of the PPDES - Action Plans 22 Summary of the PPDES

6 Haslemere Health Centre Local Patient Participation Report About The Practice Our Practice is based at Haslemere Health Centre, with a branch surgery at Fernhurst. As well as 8 partners, we have 4 salaried doctors working at the practice and 2 GP Registrars as the practice is also actively involved in GP training. We have close links with Haslemere Hospital, which is adjacent to the Health Centre. The practice offers a range of primary care services, as well as supporting the important role of the Hospital. The Doctors Partners Dr. Mark Hurst Dr. Jeremy Cornish Dr. Sarah Whitaker Dr. Marcus Panchaud Dr. Melanie Cant Dr. Phil Ridsdill Smith Dr. Nolan Geeves Dr. Alex Higham MBBS, MRCS, LRCP MBBS, MRCS, LRCP, DRCOG, DFFP MBBS MBBS, DRCOG, MRCGP MBBS, DCH, DRCOG, FPCert, MRCGP MBBS, MRCGP, DRCOG, DCH, DFFP BM DRCOG DFFP MRCGP MB BChir, MA, MRGCP Salaried Doctors Dr Ros Ballance Dr Emma Hampson Dr Rob Oram Dr Carolyn Housley BM (1993) Southampton MRCGP DFFP MBBS (1997) London MBBS (1999) London MBBS MRCGP(2002) London GP Registrar Dr Russell Ward Dr Claire Bourner GP Registrar GP Registrar Practice Staff Practice Nurses Mrs Karen Panchaud Mrs Kay Greene Ms Gaby Beauchamp Mrs Rebecca Gillham Mrs Lindsey Littlefield Diabetic Special Nurses Mrs Karen Panchaud RGN (Nurse Practitioner) RN RM RGN RGN RGN RGN

7 Haslemere Health Centre Local Patient Participation Report District Nurses Our team of experienced district nurses have an office at the Health Centre and can be contacted via the switchboard on (01483) or directly on (01483) , and At weekends they can be contacted on If a patient wishes to send a fax, the number is The district nurses provide a range of nursing care to patients in their own homes and support and advise family members. Healthcare Assistants Mrs Debra Knapp Mrs Brenda Lloyd Our healthcare assistants support the nursing team by providing phlebotomy (blood taking) clinics as well as monitoring blood pressure, simple dressings and taking ECGs. They also provide administrative support in the chronic disease management of our patients. Health Visitors The Health Visitors are based at the Health Centre and are available for advice on health care for families with young children. They hold child health clinics, parent classes and postnatal support groups. They can be contacted between 9.00 am and am Monday to Friday or messages can be left on Opening Hours Monday to Friday 8.30am pm Every Wednesday 7am to 8pm and alternate Tuesday and Thursday 7am to 8pm. Routine appointments can be requested directly with the receptionists, by phone, on-line or by using the automated booking system (24 hours). There are emergency slots available each day for patients who are worried about a condition that they have had for less than 2 weeks and have not seen a doctor about the problem previously. Home Visits Home visits are available for patients who are too ill to visit the surgery. When the Surgery is closed If a patient needs medical help when the surgery is closed they are advised to call the normal surgery number and will be offered the phone number for NHS 111 for medical advice or 999 in an emergency situation.

8 Haslemere Health Centre Local Patient Participation Report Local Survey Methodology The practice engaged with NETbuilder to provide their comprehensive managed survey solution, NBSurvey, to enable the collection of views from patients in multiple locations across various demographic groups. This enabled us to canvass our patients opinions via an input channel most suited to them, from in-practice touch screen kiosks / laptops, through to virtual online surveys. Findings from previous studies carried out by NETbuilder exposed that multiple short surveys with a maximum of 8-10 questions each are more effective than one long survey running continually throughout the survey period. Each survey was customised to the investigational design and measures, for example measuring how effective it is for patients to get an appointment using a short survey (The Access Survey). Additionally, this encourages patients to give feedback for the areas relevant and important to them. The NBSurvey Methodology

9 Haslemere Health Centre Local Patient Participation Report Step Description Surgery Comments / Experiences Continual Development of Patient Reference Group (PRG) The PRG is a representative group of patients from the practice. They are responsible for providing feedback to surveys and collaborating with the practice to analyse the results and agree realistic change opportunities. Although we had an initial drive to recruit as many people as possible, this is an on-going process so that any of our patients, new or current, have the opportunity to contribute. We have recently had one resignation from the Group but another patient has come forward to fill that gap. The Group feel that 11 is a good number for representation of the practice and we have a range of age groups and genders to ensure a balanced view. Two further resignations due to time constraints came during 2013 but these have been replaced with 2 new members. The group feels that this is a good thing as new ideas and fresh opinions are contributed. Determine Priority Areas Key areas include but are not limited to the following: Access Overall Satisfaction Seeing a Doctor See a Nurse The Reception The Surgery Environment Demographics Specialised Clinics (e.g. Flu, Vasectomy) The PRG and other patients complete the Patient Priorities Surveys to priorities the areas (above) to determine the order in which key areas are addressed by the practice. Patients are also given the opportunity to provide comments regarding other areas they would like to see addressed. The Patient Priority survey in 2011 gave us the areas of priority that patients wished to look at first. Results were reported in the 2012 report. The surveys we ran in year one (2011/12) were: Access Overall Satisfaction Seeing a Doctor or Nurse Demographics In year 2 we repeated the following surveys to get a comparison of results over the 2 years: Access Overall Satisfaction Seeing a Doctor or Nurse Demographics In year 2 we also added the following new surveys which were also identified in the Patient Priorities Original Survey: Reception Surgery Environment

10 Haslemere Health Centre Local Patient Participation Report In year 3 we concentrated on the two new surveys which were added in year two: Reception Surgery Environment The main targets for 2014 have been collectively decided as:- Look into the spacing of chairs in the Waiting Room; To try and increase the number of participants in the surveys during the year; Look at improving the knowledge of our receptionists to deal with patient enquiries; Continue to work on reducing waiting times for patients. Design & Build Surveys Decide on Input Channels and Publish Surveys The practice work closely with NETbuilder to design and build the surveys. Each survey is designed to measure the patient s view of the identified key areas. Each survey contained between 8-10 questions. Patients are able to choose to complete the surveys they believe are relevant to them and ignore those that are not. The practice worked closely with NETbuilder to agree which input channels are suitable for the surgery and patients. Input channels available are: Surgery Kiosk Web Portals Laptop Paper Face to Face The practice collaborated with NETbuilder and the PRG in 2011 to agree the questions in the 2011/12 surveys. We then worked with them both again in 2012 to agree the next set of surveys and agree the questions for 2012/3 and 2013/4. In years 1, 2 and 3 of the PP DES, we used the Input Channel Evaluation Criteria to help us decide which channels to use for Haslemere s Surgery and decided on an: In-surgery Kiosk: to capture patients from all demographics visiting the surgery;

11 Haslemere Health Centre Local Patient Participation Report Advertise Feedback Channels Capture Patient Experience Produce & Distribute Reports Collaborate with PRG to Analyse Results Each survey can be used on (published to) one or more of the input channels listed above. Inform patients of the available input channels and current surveys, in order to create a greater number of participation responses. Types of promoting include but is not limited to: Encouragement slip given by the doctor Posters Leaflets News Letters Encouragement from all Practice Staff & PRG Surgery Website Notice Board Patients complete surveys using the available input channels as listed above. Results in the form of reports are produced for each individual survey and distributed via the Practice Website, Practice Meetings, Surgery Notice Board, PRG consultations. The Practice Manager will discuss & analyse the survey results with the Practice Doctors and then discuss Web Site: open to all practice patients Encouragement slips are given out by Practice Nurses and GPs. Both patient screens in the waiting room have a rolling message on them asking patients to take part in the survey. The website has a link to the survey at the top of the Home Page. During the PRG Lead Member has represented the practice Group at several meetings throughout the year, namely the Guildford and Waverley Patient Group meetings and also the Public and Patient Engagement Group meetings. The Lead then feeds back to the practice Group points of interest. It has taken a little time to get patients interested and aware of the new kiosk in the surgery and the website link on our website but we feel this will improve each month. The practice manager ed approximately 100 patients asking them to take part in the survey. Those patients will also receive a direct copy of the outcome report. The survey results have been fully circulated to our PRG and placed on the website. The results were discussed at a GP practice meeting during March 2014.

12 Haslemere Health Centre Local Patient Participation Report Agree Action Plan with the PRG for further analysis. Detailed action plans are created at the end of year one (2011/12), end of year two (2012/13) and end of year three (2013/2014) of the PPDES Following a discussion with the Doctors, the results and analysis were distributed to the PRG asking for their contributions and thoughts towards the final action plan. An agreed action plan between the PRG & Surgery was created after the year one results (2011/12) according to the outcome of the analysis from the results. A further action plan has been created following the year two results (2012/13). Details of the year two action plan are provided in the section Discussions & Action Plans below. Details of the year three action plan are provided in the section Discussions & Action Plans below. Implement Change Practice must obtain the agreement of its local PCT to its proposals for any significant change, e.g. change of opening hours. Approved changes can then be implemented. Details provided in the section Discussions & Action Plans below. Input Channel Evaluation Criteria Input Channels should be thoroughly evaluated for their suitability for use by patient belonging to a practice. The following table describes the advantages and disadvantages of each input channel currently supported for practices. Input Channel Advantages Disadvantages Paper Surveys Public Web Surveys Suitable for a large percentage of patients across most services Known and trusted media for many patients Instant feedback Fast deployment of survey Production, deployment and collection of surveys required Data input required Limited to patients with internet access

13 Haslemere Health Centre Local Patient Participation Report Surveys Phone Surveys Touch Screen Kiosks Touch Screen Tablets / Laptops Standard Desktop Face to Face interviews Easily changeable Instant feedback Fast deployment of survey Easily changeable Excellent for tracking feedback for specific treatments (e.g. specialised clinics) Instant feedback Fast deployment of survey Easily changeable Excellent for tracking feedback for specific treatments Immediately and conveniently accessible before and after appointments Instant feedback Fast deployment of survey Easily changeable Instant feedback Fast deployment of survey Easily changeable Immediately and conveniently accessible before and after appointments Portable Fashionable Instant feedback Fast deployment of survey Easily changeable Immediately and conveniently accessible following treatment Instant feedback (proving tablet used to input response) Fast deployment of survey Easily changeable Immediately and conveniently Limited to patients with the ability to use technology Limited to patients with internet access Limited to patients with the ability to use technology Limited to patients with accounts Limited to patients who have provided Trust with addresses Limited to patients with telephone access Limited to patients with the ability to use a telephone Additional cost to practice Limited to patients with the ability and willingness to use a touchscreen kiosk Requires suitable physical location Limited to patients with the ability and willingness to use a touchscreen tablet Requires overnight charging Limited to patients with the ability and willingness to use a desktop PC Requires suitable physical location Requires protection from being damaged, lost or stolen Canvasser must be independent Additional resource required Patients may be reluctant to give honest answers to canvassers

14 Haslemere Health Centre Local Patient Participation Report accessible following treatment Patients able to converse with a person, puts at ease Rapport building

15 Haslemere Health Centre Local Patient Participation Report Patient Reference Group PRG Membership In year 3 the PRG have met 4 time. The meetings have proven useful and pro-active. The Group has focused on the issues raised from the year 2 surveys which continue to reflect access issues. The triage system introduced during 2013 has been extended to include afternoon surgeries. As denoted in our previous Report, the practice has purchased a new telephone system to enable patients to contact the surgery more easily and efficiently. The system is now on a local number which also reduces the costs to our patients calling in. Additionally, the practice has expanded patient s ability to book appointments and request repeat medication on-line both in and outside working hours. Patients are being actively encouraged to sign-up to this service. To increase patient access outside of working hours, the practice has re-introduced early morning and late evening surgeries on various days of the week. The on-site 100 hour pharmacy continues to provide an excellent one-stop service for patients visiting the surgery and they have also now employed a delivery person to ensure that elderly and incapacitated patients receive their medication. The feedback from patients has been very positive. The Group Lead is extremely pro-active and has maintained and expanded her attendance at external meetings with the larger Guildford & Waverley CCG Patient Participation Group, encompassing practice PPG members from all the practices within the Guildford and Waverley area. Member Profiles Members of the Patient Reference Group are recruited from patients registered at Haslemere and at our branch surgery in Fernhurst. The practice has a virtual Patient Reference Group. This means that patients are invited and encouraged to give their feedback via surveys on various aspects of the practice in a number of ways; by accessing surveys from the practice website, completing a survey whilst they are in the practice using the kiosk. In addition to this, the Practice has met with a smaller group of patients who will be the link for patients of Haslemere Health Centre with Guildford and Waverley CCG, ensuring the flow of information both to and from the Board. PRG Recruitment & Representation In order to ensure that members of the group are fully representative of our registered patients, the Surgery uses the following means to recruit:

16 Haslemere Health Centre Local Patient Participation Report The practice website Notices on the patient call screens in the waiting area Invite on new patient registration forms The current number of PRG Members is 11. Recruitment is on-going using all the methods described above. Note: Feedback is not solely reliant on the PRG, surveys are also completed by other Patients from the Practice via the surgery kiosk and web portals etc. PRG Agreement of Priorities The Practice referred to the Patient Reference Group for agreement of priorities to look at by organising a Patient Priorities Survey in year 1 of the PP DES. All means of communication as described earlier in this report were used to gain feedback from the Patients. The Patient Priorities Survey asked which of the following were considered a priority area to look at; Access (getting an appointment), Overall Satisfaction, Seeing a Doctor, Seeing a Nurse, The Reception and The Surgery Environment. The results: The Results show that Patient prioritised the areas as follows: 1. Seeing a Doctor (87.50%) 2. Access (getting an appointment) (85.94%) 3. Overall Satisfaction (81.25%) 4. Seeing a Nurse (71.88%) 5. The Reception (54.69%) 6. The Surgery Environment (50.00%) In year two we repeated the following surveys to get a comparison of results over the 2 years: 1. Access 2. Overall Satisfaction 3. Seeing a Doctor or Nurse 4. Demographics In year two we also added the following new surveys which were also identified in the Patient Priorities Original Survey: 1. Reception 2. Surgery Environment In year three we used the two additional surveys from 2013:- 1. Reception 2. Surgery Environment

17 Haslemere Health Centre Local Patient Participation Report Results, Outcomes& Findings Summary Information Item Total Number of Surveys 2 Number of Responses 71 Number of Input Channels 1 Survey results by Input Channel Input Channels Survey Website Total Reception Surgery Environment Total Summary of Demographics Survey: The following report provides a summary of the demographics for patients that have completed surveys during year 2 of the PP DES. This includes both PRG Members and other practice patients. The Summary of the demographics are: 52.50% of the patients were female and 47.50% of the patients were male The percentile breakdown of age category of the patients were: o under % o years old 20% o years old 20% o years old 15% o years 20% o Over % The percentile breakdown of employment status is: o Employed 57.50% o Full-time education 15% o Fully Retired 12.50% o Unemployed 7.50% o Other 7.50% Of those who said they wereemployed 82.61% worked 30 hours or more per week 37.50% of patients have long standing conditions including age related conditions 62.50% of patients said that they were not a parent or legal guardian of children under 16 years currently living at home Patients described their ethnicity as:

18 Haslemere Health Centre Local Patient Participation Report o White 97.50% o Mixed 2.5% Patients were asked which best describes them: o Heterosexual or Straight 92.50% o Would prefer not to say 5% o Gay/Lesbian 2.5% Of the 45% of patients who said they were religious, they described their religions as: o Christian 94.44% o Sikh 5.56% Representation of Registered Patients Haslemere Health Centre can confirm that the feedback has been provided by a small representative group of its registered patients and the practice will continue to encourage patients to take part to increase representation. The current group members have been encouraged to talk about the Group to their friends and colleagues to ensure that patients are aware of it and so the member can relay any points they raise back to the Group. The Lead Member represents the Group on several larger PRG s thus ensuring that the views and concerns of the Group are known to a wider circulation of people. Survey Results Detailed reports for each survey can be found on Haslemere s Website: All results were discussed with the PRG and relevant practice staff, the key outcomes for each survey are highlighted below. Please note that the reports found on the website display the latest feedback captured and therefore may contain more results than are summarised in this report. Surgery Environment 75.75% of patients said the level of privacy in the surgery was good to excellent 48.48% of patients said that the appearance of the surgery to be good to excellent with 42.42% rating it as fair 48.48% of patients said that the comfort of the furniture in the surgery to be good to excellent with 48.48% rating it as fair 78.79% of patients said they felt there were enough facilities in the waiting area adults and children 75.76% of patients said the hand sanitizers were easy to access around the surgery

19 Haslemere Health Centre Local Patient Participation Report When rating the overall cleanliness of the surgery, patients rated good to excellent in the following areas. Car park 76.66%. Reception 84.85%. Toilets 83.34%. Treatment rooms 93.76%. Waiting area 84.85% 87.88% of signage around the surgery was considered helpful 96.97% of patients were happy with the way they were called into the treatment room Reception survey Patients rated the receptionist as fairly or very in the following area s;. Friendly 68.43%. Helpful 68.42%. Knowledgeable 63.16%. Welcoming 71.05% Patients rated the reception area as fairly or very in the following area s;. Bright and airy 86.84%. Clean and tidy 94.74%. Comfortable 92.11% When patients were asked about what information is available in the reception area, they said the following;. Leaflets, pamphlets etc %. Information on a screen 21.94%. Directions to rooms 14.84%. Notice board 8.39%. Posters 13.55%. Booking-in kiosk 18.71% When patients were asked if they were seen on time, they said the following;. Yes 7.89%. Waited less than 5 minutes 5.26%. Waited 5 to 15 minutes 50.00%. Waited up to 30 minutes 23.68%. Waited over 30 minutes 13.16%

20 Haslemere Health Centre Local Patient Participation Report Discussions & Action Plans Summary of Year 1 Outcomes & Action Plan The survey results were very interesting; the results of all the surveys are available on our website at and a summary of the key points and the areas that we will action during the coming 12 months are set out below. Patient Priorities Survey 1. Patients prioritised the areas of being asked about seeing a doctor, access (getting an appointment) and overall satisfaction with more than 80% of their votes, therefore the 3 surveys carried out after that were on those areas. Access Survey % put booking an appointment online as their 2nd choice. Action: Look at the feasibility of providing online appointments during the next 12 months. 2. Contacting the surgery by telephone received some poor ratings for getting through. Action: The telephone system was upgraded in November The upgrade caused significant connectivity problems for 3 months despite Vodafone and the PCT working hard to resolve them. The practice has been informed that the problems have now been rectified and it is hoped that the next Access Survey will see better good percentages. Overall Satisfaction Survey % of patients reported that they had waited to be seen by either a nurse or a doctor more than 30 minutes. Action: The practice has put a notice on the screens in the waiting room which says, We do our best to see patients promptly but apologise for the inevitable occasions when surgeries run late % of patients said they were not happy that they could be overheard by other patients whilst at the reception desk. Action: The practice and PPG will look at ways in which it might be able to improve patient confidentiality whilst at reception during the next 12 months. Seeing a Doctor or a Nurse Survey 1. In this survey Explaining tests and treatments scored 63.64%. This was the lowest percentage in the good category and whilst not unacceptable, we feel this is an area in which we could improve. Action: During the course of the next few months this area will be addressed at our in-house educational meetings.

21 Haslemere Health Centre Local Patient Participation Report Implementation of Year 1 Outcomes and Action Plan What Haslemere Health Centre did The practice and PRG met to discuss the outcomes and to identify areas of the Action Plan to work on in the short, medium and long term. The outcomes are set out below:- Haslemere Health Centre s outcomes 2014 Year 3 The morning triage system introduced during works well and it has now been introduced for some of the requested afternoon emergency appointments. The practice now provides online appointments for their patients and online repeat prescription ordering. The PRG has worked closely with the practice with regard to the lack of confidentiality at the main front reception desk but due to the nature of the entrance it has not be possible to eliminate this problem. During a member of the PRG suggested putting a notice on the counter advising patients discreetly that they could ask for a room to talk confidentially in or ask for a pen and paper to write down their request. This has been auctioned and seems to be working. Year 2 of the PPDES - Discussions The PRG met in June 2012, September 2012, November 2012, January 2013 and future meetings are planned for May, September and December The majority of Group members are working and therefore the frequency of meetings has been kept low to ensure that attendance does not become a burden. The meetings were well attended and discussions were open and relevant. Year 2 of the PPDES - Action Plans Year 2 brings the Group and the Practice new challenges with Surrey PCT completely handing over the Guildford and Waverley CCG. We are very lucky to have 3 members on our PRG who have experience of working within the NHS and feel that this will help us tackle the changes positively. The main points the practice will look to improve will be similar to last year. The installation of a new telephone system in summer 2013 should help considerably improve our access percentages. On-line appointments remain an area we intend to implement and will do so as soon as the technology is available to us. Our action plan will be to continue to work towards becoming a practice that is aware of its patients requirements and listening to their needs. The surveys are helpful in setting a direction for us to start along and the PRG help steer us down the correct pathway.

22 Haslemere Health Centre Local Patient Participation Report Year 3 of the PPDES - Discussions The PRG met in May, September, December and January during The meetings were well attended and discussions were open and relevant. Meetings are planned for Year 3 of the PPDES - Action Plans The main areas that the PRG looked at during 2013 were:- 1. Parking - Planned changes to parking in Beech Road discussions with the Local Council and the local League of Friends took place to ensure that overflow parking for patients of the hospital and the health centre were not affected. The Group were successful and no changes have been implemented. 2. A website for the PRG will be established. 3. The areas identified in the Action Plan for 2012 some of which have improved in this year s survey results. 4. The Group has recently started to look at Out Patient Referrals to try and establish how patients wishing to be seen at Haslemere Hospital after referral by one of the doctors at our practice, are definitely seen at Haslemere and not at Royal Surrey County Hospital or other Surrey hospital which involves travelling a fair distance. This is particularly important for the elderly, many of whom no longer drive and are therefore reliant on public transport, friends, relatives or the Hoppa or Care Car services. The Group will be arranging a meeting during 2013 with the Out Patient Manager at Royal Surrey to look this matter in more depth Year 3 - Achievements and On-going Plans for The Website is up and running. 2. The parking changes in Beech Road were put on hold by the Council. 3. Work continues on securing Haslemere patients Out Patient Appointments at Haslemere Hospital rather than being sent to Guildford or Frimley, especially for the elderly. 4. A new local number telephone system was installed into the practice in July The line quality is significantly improved and the rate of calls handled per minute has been enhanced. There are also a range of options for patients to choose from to assist them in locating the correct person to help with their enquiry. 5. Expansion of the triage system. 6. The practice now offers extended hours from 7am to 8pm every Wednesday and on alternate Tuesday and Thursday evenings.

23 Haslemere Health Centre Local Patient Participation Report Summary of the PPDES Prior to 2011 the practice had a very dysfunctional group which met very infrequently and had little influence on the shape of the practice. During 2011 the experience was good throughout, although finding volunteers for the PPG was not easy so the Practice Manager had to contact each patient directly which proved positive. A new Group was eventually formed and started to work together in a cohesive way. Now the PRG has grown in strength and direction, proving its worth beyond doubt. The fact that the Practice Manager and a GP Partner are part of the Group also ensures that decisions and outcomes are dealt with and fed-back appropriately to the rest of the practice. Now in 2014, the Chair of the PRG is extremely pro-active and has worked hard to engage with other local PRG groups. She also liaises with the Haslemere Hospital League of Friends, Haslemere Health Group and Surrey Healthwatch. During 2014 the practice had its first CQC inspection. Our PRG Chair met with the CQC Inspector during the visit to explain her role and the aims of the Group. The practice met all the target standards in the following areas: Respecting and involving people who use services Care and welfare of people who use services Safeguarding people who use services from abuse Cleanliness and infection control Requirements relating to workers Complaints A snap-shot of patients were also surveyed by Surrey Healthwatch on a visit by two volunteers to the surgery during a busy morning at the surgery. The feedback from the survey was positive, with 89.5% providing positive responses to questions regarding access to appointments. The Group has helped the practice to hear what our patients are feeling and wanting. Some of these wants are not within our remit, but having a better awareness of our patients needs has helped us shape the future of the practice in a direction and in tune with our patients requirements and will continue to do so in the coming years.