MARCH 2018 PPG PRELIMINARY MEETING

Transcription

1 MARCH 2018 PPG PRELIMINARY MEETING WHAT IS THE ROLE OF THE PATIENT PARTICIPATION GROUP?... 2 WHAT DOES A PATIENT PARTICIPATION GROUP DO?... 2 WHY SET UP A PPG?... 2 WHO ARE THE MEMBERS OF THE PATIENT PARTICIPATION GROUP?... 4 WHAT THE PATIENT PARTICIPATION GROUP IS NOT ABOUT... 4 WHAT CAN ALL PATIENTS DO TO HELP THE PATIENT PARTICIPATION GROUP?... 4 ABOUT THE PRACTICE... 4 PRACTICE PERFORMANCE... 5 PATIENT QUESTIONNAIRES... 5 NHS CHOICES PUBLICATION OF PPG AND OTHER DOCUMENTS IMPORTANT LINKS Dr Shantir s Practice, Forest Road 1 of 18

2 WHAT IS THE ROLE OF THE PATIENT PARTICIPATION GROUP? The patient participation group consists of patients who wish to be involved in the local practice whilst taking an active role in developing local health services. The purpose of the group is to facilitate patients and the practice staff working together to share ideas to help improve the services offered at the practice in addition to sourcing out any local community services that would help enhance aspects of the patient's lives. The group will also have the responsibility of helping patients to take more responsibility for their own health, the group also offers an avenue for patients to have a say in how services are are planned, developed and evaluated to foster a good working relationship with the practice staff and GP's. WHAT DOES A PATIENT PARTICIPATION GROUP DO? Help improve on the experience of attending the surgery Help the practice decide on overall service priorities Helps bring the attention of practice staff, the practice perspective of the level and standard of the services provided Acts as a channel is communicating to patients o o How changes in the NHS will affect service provision Information on the help available, support groups and networks Helps patients understand more about the medical conditions/problems Helps improve patients overall experience of the practice WHY SET UP A PPG? Research tells us that effective engagement with patients; Improves quality of care and patient satisfaction Encourages patients as proactive partners rather than passive recipients of care Improves concordance with treatment Improves health outcomes Dr Shantir s Practice, Forest Road 2 of 18

3 Informs effective targeting of resources, saving time and money Is rewarding for professionals and improves relationships. Dr Shantir s Practice, Forest Road 3 of 18

4 WHO ARE THE MEMBERS OF THE PATIENT PARTICIPATION GROUP? The group will comprise of; Chair Person Carer (s) Group members (patients from across the surgery representing the practice population) GP Practice Manager Nurse WHAT THE PATIENT PARTICIPATION GROUP IS NOT ABOUT The group will not deal with personal medical issues of individual patient complaints as there is already an existing procedure to handle such matters. WHAT CAN ALL PATIENTS DO TO HELP THE PATIENT PARTICIPATION GROUP? The patient participation group's effectiveness is engineering the mutual working together of both patients and the practice staff to achieve a common goal in the provision of the best possible service. To achieve this end will require patients communicating with the group and practice staff as a whole. ABOUT THE PRACTICE The practice is family run with; 4 doctors (Dr D Shantir, Dr S Patel, Dr P Khanna, Dr Choudary) 1 Health Care Assistant (J Kelneryte) 2 nurses (J Chevannes, S Ndebele) 5 receptionists Dr Shantir s Practice, Forest Road 4 of 18

5 PRACTICE PERFORMANCE Every practice in the UK has to produce a report based on patient feedback, this feedback is collected in a number of ways; PATIENT QUESTIONNAIRES Once a year, each practice produces a questionnaire and this questionnaire is used to measure patient feedback. At this practice, the questionnaires are collated and inputted into an online survey service called Survey Monkey, which is only accessible by the practice manager and website developer. The results of the survey are then transferred into table and graph form and form part of a contractual requirement set by NHS England. From January to March, the practice manager and reception staff handed out approximately 50 questionnaires to their patients, a total of 37 were returned. The results are as follows; 1. When did you last attend your GP surgery? Choices Responses Less than 6 months 32 1 year 1 More than 1 year 4 Total 37 Dr Shantir s Practice, Forest Road 5 of 18

6 2. What gender best describe you? Choices Responses Male 23 Female 14 Transgender 0 Total 37 Dr Shantir s Practice, Forest Road 6 of 18

7 3. What age group best describes you? Choices Responses 0-15 years years years years years years years 6 75 years and over 2 Total 37 Dr Shantir s Practice, Forest Road 7 of 18

8 4. How long do you have to wait for a non-urgent appointment? Choices Responses 1-3 days 25 1 week 11 More than 1 week 1 Total 37 Dr Shantir s Practice, Forest Road 8 of 18

9 5. Are you aware of patient services? Choices Responses Yes 25 No 9 Don t know 3 Total 37 Dr Shantir s Practice, Forest Road 9 of 18

10 6. Are you aware of the availability of out of hours services? Choices Responses Yes 22 No 6 Don t know 9 Total 37 Dr Shantir s Practice, Forest Road 10 of 18

11 7. What are your impressions of our nursing services? Choices Responses Excellent 13 Good 12 Fair 4 Poor 3 Total 37 Dr Shantir s Practice, Forest Road 11 of 18

12 8. What are your impressions of our GP services? Choices Responses Excellent 17 Good 12 Fair 4 Poor 4 Total 37 Dr Shantir s Practice, Forest Road 12 of 18

13 9. What is your feedback, from personal experiences of our reception and staff? Choices Responses Excellent 18 Good 13 Fair 1 Poor 5 Total 37 Dr Shantir s Practice, Forest Road 13 of 18

14 11. What are your thoughts about the changes in Phlebotomy Services in our borough? Good thing I had to wait 10 days to get an appointment at Silverthorne but was seen within 10 minutes of arrival, more appointments are needed When the appointment came through it was excellent and I was seen within 10 minutes, more appointments are needed to be available I am not sure what the changes are No problems with the service Dr Shantir s Practice, Forest Road 14 of 18

15 NHS CHOICES Each practice has their own unique online website profile. The online profile informs the patients about the practice, from opening hours, emergency hours, staff, online documents that the patient can view and download, but more importantly, patient comments. Patients are free to leave comments to the practice manage, (which are visible to all who view the profile page) and the practice manager has the ability to read and respond to the comments. All comments and views have been viewed over the course of the year. The results are as follows, please bear in mind that some of the views has been responded to by the practice manager. Dr Shantir s Practice, Forest Road 15 of 18

16 PUBLICATION OF PPG AND OTHER DOCUMENTS Both the practice and the patient are able to access PPG and other documents via the website, our NHS Choices page and information from our notice boards. IMPORTANT LINKS Our practice website - Our NHS Choices profile page Dr Shantir s Practice, Forest Road 16 of 18

17 PPG MEETING AGENDA 24th March :30 at Forest Road Medical Centre NO: TOPIC TIME 1. Changes in NHS services (Out of Hours covered by FEDNET) 12:30 2. Patient satisfaction survey 12:45 3. Patients online access for appointments 13:00 4. Phlebotomy services 13:15 5. Changes in surgery opening hours 13:30 Dr Shantir s Practice, Forest Road 17 of 18

18 Attendees: Mr P Stanton Mrs L Stanton Mr D Anderson Mrs J Anderson Mr P Everet Mr M Gitay Mr C Chute Mr Z Hussein Mrs N Hussein Mr R Chandler Ms S Khan 20 Invitations were sent out to patients who regularly attend patient participation group meetings. 11 attended the 2018 Patient Participation Group Meeting. Minutes from the meeting are as follows: 1. Changes in NHS services (Out of Hours covered by FedNet) Waltham Forest Federated GP Network (FedNet) has a new service introduced in 2017 that provides a GP and Nurse appointments outside regular hours. FedNet covers the hours from 6:30pm to 9:30pm Monday to Friday and 8:00am to 8:00pm on Saturday and Sunday. Patients can book an appointment from 12:00pm onwards by calling The group welcomed this new service and commented on how this would be very useful for people in 9 to 5 jobs and commuters alike. Patients raised an important point of how to spread this information effectively as not many people are aware of this service. We informed patients that we had taken measures to increase awareness of this new service. The practice placed posters in the reception area, waiting area and consultation rooms. The practice staff handed leaflets to every patient attending the practice, also been advertised through the practice web site. This service has reduced the number of patients from our practice attending accident and emergency. Dr Shantir s Practice, Forest Road 18 of 18

19 2. Patient satisfaction survey Patients were briefed with the results of the patient satisfaction survey. As a whole the PPG group agreed with the majority of the outcomes of the survey (included in this report). The negative point the patients expressed their concerns over was : patients access to the practice by telephone. Our response to this point was that we now have 2 dedicated receptionists for answering the telephone in peak times. Also to reduce the load on the telephone lines we have been advising as many people as possible to use the surgery website. 3. Patients online access for appointments Patients are encouraged to register online to book appointments and order prescriptions. Some patients were reassured that this service will not be taking over from telephone or in person booking due to limitations or unfamiliarity with technology. Was posed as an alternative for when people find the phone lines busy and time consuming. 4. Phlebotomy Services. The Clinical Care Group (CCG) has implemented a new system where patients can book their phlebotomy appointment online. Where the time and date is known to the service and patient. The group raised the important point that not all patients have access to a computer or that not all patients are computer literate enough to book an appointment putting some patients at a disadvantage. Patients who were able to use the computer service commented about the long waiting times for the service, with one patient having to wait over 10 days for the service. The patients requested we raise this point to our local CCG board although the surgery already a similar concern previously in meetings with the local CCG. The practice will book for phlebotomy services for patients who are unable to do so themselves, also patients who are frail or diabetic were told that they could attend the surgery for their phlebotomy appointment to be carried by our qualified phlebotomist (HCA). Overall patients were not happy with the changes to phlebotomy appointments and the practice will convey patient concerns to the local CCG. 5. Changes to surgery opening hours Patients were informed of the recent changes to our opening hours where we would open from 8:00am to 7:30pm on Monday and Tuesday, 8:00am to 7:00PM on Wednesday and Friday and 8:00am to 6:30pm on Thursday. The group response was overwhelmingly positive with everyone welcoming the increased hours. Some patients asked for further information on specific clinic hours and this was relayed to them. Dr Shantir s Practice, Forest Road 19 of 18

20 Action Plan The opinions, suggestions and feedback highlighted in the PPG meeting 2017/2018 on Saturday 24th March will be reviewed and considered by the practice s primary care team. The results of the survey will also be advertised on the notice board as well as stored in a folder ready for a CCG inspection. It would be brought into action in the coming 4-6 months. Further, PPG meeting for the year 2018/2019 will be scheduled at a later date and PPG members will be notified and invited via telephone, s, post and website and poster advert. The surgery is committed to increasing the amount of patients using the surgery s online services and the surgery will do its best, through posters, notifications and reminders to patients, to help minimise the load on the telephone lines. A salaried GP will be hired in the course of 2018 to help improve the continuity of care. The results of the meeting and questions will be published on the surgery website. Dr Shantir s Practice, Forest Road 20 of 18