Patient Participation Directed Enhanced Service NHS Kent & Medway

Transcription

1 Description of the profile of the members of the PRG Profile of Members The Otford Medical Practice has been running a Patient Forum for several years now. At that time a poster was produced asking for patient who might like to be on the Forum to come forward. From the applications received four members were appointed. The profiles of the members are as follows :- Male aged 75 retired and Male aged 51 Employed ( Taxi Driver ) Female aged 70 Voluntary worker for CAB Female aged 54 Employed (Teacher) The face to face group continued to consist of four members throughout 2012/13 but a decision was made to expand this. Applications to join the Face to Face Group are currently being collected. In June 2011 the group was expanded by the addition of a virtual group contactable via rather than face to face. Included on the application form was a section for patients to declare if they felt they were representative of a specific section of the community. The virtual group has expanded to 138 ( three patients have provided contact details but not completed the contact form in full ) members and the summary of their profile is listed below:- Male Female Total Under 16 Under Over Over Total 72 Total Ethnic Group Male Ethnic Group Female White White British Group 69 British Group Irish Irish 1 1 Mixed Mixed White& Black Caribbean 1 White& Black Caribbean 1 White& Black African 1 White& Black African 1 2 White & Asian White & Asian 0 Asian or Asian British Asian or Asian British Indian 1 Indian 1 Pakistani Pakistani 0 Bangladeshi Bangladeshi 0 Black or Black British Black or Black British Caribbean Caribbean 0 African African 0 Chinese or other ethnic Chinese or other ethnic group group

2 Chinese or other ethnic group Chinese or other ethnic group 0 Any Other Any Other 0 Total 72 Total Type of Attendance Type of Attendance Regularly 42 Regularly Occasionally 23 Occasionally Very Rarely 7 Very Rarely 1 8 Total Male Patient Participation _- Section of the Community Widower considering Care Home Retired Professional Disabled Vice President of West Kent Cyclists Touring Club Probus Disabled Peripheral Neuropathy (ankle) Expert Patient Unwilling but grateful patient Experience of Prostate Cancer and Type 2 Diabetes City Worker & Commuter An appreciative customer Two metal artificial knee replacements Rotarian Disabled Wears Knee Brace Left Leg Full Time for Wife Disabled Deaf and Blind Just old Chairman of West Kent CCG encouraged me to join my local PPG. Female for Stroke Patient Expert patient with cancer diagnosis WI Member Son with asthma and daughter born with cleft palate Fibromyealgia WI Member Fractured Back Retired Hospital Pharmacist, run social club to disabled daughter WI member Support Red Cross and Sevenoaks Hospital Was a, Worked as Counsellor before retiring at King s College Hospital Shoreham Over 60 Club Member, WI,Historical Society, Poetry and Writing Groups, Tunbridge Wells MS Society member of patient not registered with this Practice Received extensive care for having cancer and post issues Work in NHS as Nurse& Therapist (psyche) latterly. Well but long term medicine user following surgery. Disabled wear two hearing aids and have difficulty except when one to one and then must face companion.

3 Parochial Church Council Member ( & Secretary ) Mother of two young children and often in the surgery for them and me Divorced and main adult in household for more than 35 years when all four children pre teenage, now all supportive adults in Kent and London and I help with grandchildren weekly. Steps taken to ensure that the PRG is representative of our registered patients In 2008 a poster was put up at both surgeries inviting patients to come forward to join the Patient Forum. The four members were appointed from this campaign. The existing Patient Forum Meeting discussed expansion of the group at the meeting in June 2011, where it was decided to set up a Virtual patient participation group. To ensure that as many patients as possible were approached this was publicized on the overhead screen in reception, by posters in the waiting rooms, invitations attached to all repeat prescription requests, invitations attached to all internet appointment booking forms, invitations given to all new patients and also available on the reception desk at both surgeries. To ensure we achieved representation from as wide a representative group as possible data was collected on the application form. This included age, sex, attendance at surgery plus a section for patients to declare if they felt they were representative of a specific section of the community. As can be seen from the above profile it was felt that the members were representative of a good cross section of the practice population. Patients known to represent a certain category of patients were usually identified by the doctors and in some cases the receptionists and were invited to join the group. The option to join the virtual group remains available to all patients and will continue to do so in order to improve the representation of all cohorts. In 2012/13 it was decided that expansion of the Face to Face group would be beneficial. Applications are currently being collected for this and the group will be expanded in Steps taken to determine and reach agreement on the issues which had priority and were included in the local practice survey The Patient forum discussed the results of the previous years survey and took on board feedback that last years survey was too long. They agreed that this year it would be better to split the survey into three separate questionnaires. It was agreed that the Appointments System should be included again this year as the most key aspect of last years survey to assess if there had been any improvement, other additional topics that were chosen were the Prescription Service and The Surgery Team. The manner in which the views of patients were sought The survey s were distributed to all Patient Participation Members via and handed out to patents attending the surgery at Otford and at Kemsing. The first survey to be distributed was The Surgery Team and this went out on the 2 nd October 2012, the next survey was on the Repeat Prescription Service and was circulated on the 22 nd October 2012, the final survey was on the Appointments System and was circulated on the 28 th November Detail of discussion of the contents of the action plan The results of the survey were discussed at the Patient Forum Meeting in February Copies of the survey results were sent to the members prior to the meeting. Each survey was discussed and key points identified, and suggestions

4 made regarding addressing these. The final agreed action plan was then prepared in a newsletter style preparation, which was then circulated to all the virtual PRG members, uploaded to the Practice website along with the results of the survey and made available at reception at both sites it was also distributed to all patients submitting a repeat prescription slip. In addition Key messages were put on to posters and displayed in the surgery. Provide details of the action plan Team Questionnaire 1. Car Parking Unable to expand size of car park. Request that patients who can walk to the surgery do so. Doctors to discuss and consider if surgeries could be staggered to relieve pressure on car park. 2. Privacy at Front Desk Already upgraded music system in the waiting room to mask discussions. Because of layout of building unable to make structural alterations to address this. Will ask patients via posters and survey newsletter to respect the privacy of others. 3. Communicating information despite widespread circulation of last years newsletter a lot of the same misconceptions remained. As a new attempt this year will create large posters on key topics to display in waiting room. Repeat Prescription Service 1. Inform patients if their prescription is delayed This should be happening so ensure staff are dong this. Explain via the newsletter the situations where the prescription has to be referred to the doctor and why this may cause a delay in the turnaround time. 2. Delivery service for medication Explain to patients that this is a service that the pharmacy may be able to provide and not the surgery. 3. On Line Prescription Service Some patients unaware we offer this. Advertise more widely that this service is available. 4. Change frequency of prescriptions and review Explain via newsletter etc why these are set as they are. Making Appointments 1. Better telephone access Explain by newsletter and posters the number of lines coming in and staff available to take calls. Look at changing current appointments system to alter balance between on the day and book ahead appointments to alleviate pressure on telephone at 08:30. Look at cost of new phone system or addition of options to queue calls and direct calls to certain extensions. Guide patients to call outside peak times for test results and enquiries. 2. Advance Booking Inform patients that appointments are available to book in advance and guide them regarding how to book these. Look at changes to appointments system to address this issue. Increase option to book in advance, consider change to Duty Doctor role, introduce triage. 3. On-Line Appointments Clear up via newsletter and posters misunderstandings that patients with On- Line access get preferential treatment. Guide patients to use the system better i.e.access appointments Online at 08:30 rather than phoning this surgery. Please see below a copy of the agreed newsletter :- C:\DocumePatient Participation Report 2

5 Survey Results Please find below copies of the results of each survey :- C:\DocumPatient Questionnaire T Patient Questionnaire P C:\Documents Patient Questionnaire Confirmation of action Team Questionnaire 1. Car Parking Continue to encourage patients not to drive to the surgery unless they have to. Consider when reviewing appointments system if staggering surgeries is an option. Practice to action. 2. Privacy at Front Desk Ensure music system always put on. Ask patients to respect the privacy of other patients. Practice to action. 3. Communicating information Use all other agreed methods of communication but also crate educating posters centred around the issues raised in the survey. Practice to action. Repeat Prescription Service 1. Inform patients if their prescription is delayed Explain via newsletter what cause a prescription to be delayed. Make sure all contact numbers are up to date so patients can be contacted if there is a delay. Practice to action. 2. Delivery service for medication Explain that Pharmacies provide this service not the GP Practice. Practice to action. 3. On Line Prescription Service Advertise that service is available. Practice to action 4. Change frequency of prescriptions and review Explain why the frequency of prescriptions and review period are set as they are. Practice to action. Making Appointments 1. Better telephone access Make sure patients aware of number of lines coming and number of staff answering them. Review appointments system to ease pressure at 08:30. Look at new phone system. Practice to action. 2. Advance Booking Inform patients that appointments are available to book in advance and guide them regarding how to book these. Look at appointments system to increase option to book in advance, change Duty Doctor role, introduce triage. Practice to action. 3. On-Line Appointments Reassure patients via newsletter and posters that On-Line patients do not get preferential treatment. Educate patients how to use the system better. Practice to action.

6 Opening hours of the practice premises and the method of obtaining access to services throughout the core hours The opening hours for the Practice premises are as follows :- Otford Medical Practice 08:30 18:00 Monday to Friday Kemsing Village Surgery 09:00 12:00 Monday to Friday Patients can obtain access to the core services during the above opening hours by visiting the surgery in person, telephoning on the surgery numbers ( or ) or by use of the Online Appointments Booking and Repeat Prescription service. Between the hours of 08:00 08:30 and 18:00 118:30 there is a doctor on call and they can be reached by telephoning the surgery numbers ( or ) Extended hours access scheme. The Practice is not taking part in the current Extended Hours Scheme and withdrew from this service in October 2011.