PLAN DO STUDY ACT. Survey Report / Action Plan to be discussed and noted during meeting

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1 PATIENT SURVEY ACTION PLAN Practice: The Phoenix Practice 2012/13 Patient Survey Objective: 1. Welcome back the Patient Participation Group / New Members 2 Patient Survey Questionnaire 3 Patients' priorities and issues - Is there anything we could improve comments? 4 Is there anything particularly good about your health care comments? 5 Chart report ratings against benchmark discussed 6 Practice priorities and issues including themes from complaints 7 Planned practice changes, to discuss, agree and sign off on action plan PLAN DO STUDY ACT 1 PATIENT SURVEY Meeting Thursday 12 th Nov 2012 Welcomed new New Members Meeting Introduction of Practice Team Introduce Practice Team Responsibilities GP Representation: Dr Stein Nurse Rep: Christine, Practice Nurse Chair Lila Practice Manager Secretary: Brigita Kisova Admin Rep: Kim Ingrey Reception Rep: Maureen Garty Agreed and second by Group Chair: Howard Slater Secretary: Maureen Lee Treasurer: Barry Rothman Members of the Patient Participation Group Patient Participation Members: To be introduced at meeting Responsibilities discussed To be agreed minutes of last meeting Survey Report / Action Plan to be discussed and noted during meeting Feedback on survey report Discussion of changes Agreed and Approved Report on feedback Note changes and what actions agreed and approved by patients Action on outcome of proposals below What was agreed and to be actioned

2 2 Patient Survey Questionnaire Report Review Benchmark Results Good response 200 Practice benchmarks were higher than National in survey report, but slightly lower than last year s survey. 1 What is good about the practice Satisfaction results overall good The patients reported that the results did reflect overall professionalism of the practice as demands grow. 3 Is there anything we could improve comments from patient survey 2 Is there anything could be improved To discuss comments from survey how the following areas could be improved To discuss, agree and sign off on suggestions 1 Appointment System 2 Telephone Triage by GPs 3 Longer Opening Times 4 Waiting times to see GP 5 GP Choice 6 Access via website

3 APPOINTMENTS Access to GP s and Nurses. Offering Triage Service by GPs 1 hour call back Advance Access for GP choice Follow Ups for reviews e.g. medication, Antenatal, health checks Offering Triage service by GPs. Advance Access up to 3 weeks non emergencies GPs call back service within an hour to discuss problems and offer on the day appointment. for emergencies but may have to wait Bookable appointments are available. Improve routine appointments so as to see doctor of their choice and advance bookings, Most patients happy with Triage service and will be seen on the day for emergencies. Triaging at present has reduced DNAs. (last year 50 in a week, now 10 15) GP choice when next available appointment within 3 weeks. Telephone Triage Consultations Call back in 1 hour. Considering more Telephone consultations to be introduced to the practice with our GPs or Locum Telephone consultations Patients leaving messages for doctors to call back SMS Messaging service is working well and it is a reminder to patients of appointments. Less cancelled/ forgotten appointments. Review Clinics during Bank Holidays and Annual Leave More locums to cope with demand after bank holidays.. Admin booking more locums to keep up with demand, less routine appointments after bank holidays. Nursing team increased to 3 to provide more health monitoring services to our patients Recruited another nurse and on-going training, The service the nurses provided is always well received. Can now offer support in minor illnesses and chronic diseases to the patients Practice Leaflet / Posters / Script messages/website. To inform patients of changes. Website is now available to our patients

4 TELEPHONE / TRIAGE ACCESS Telephone access is available from pm (Closed for lunch) Telephone lines less busy as messages taken and GPs phone back to discuss problem with the patient Doctor recalls patient within 1 hour The patient feels reassured and supported by GP. Emergency appointments are still available on the day. Other enquires are dealt with after and 3.00 pm Three receptionists are available All phones are covered by 3 members of staff at 8.30 and 2.30 pm Due to busier times poster has been displayed to ask patients to phone after am and 3.00 pm for other queries. This will free up the early morning and afternoon for telephone access. Starter pack introduced for new patients for easier and quicker access to joining practice instead of telephone requests. New software system when access available to patients Access for patients to order repeat prescriptions and change of personal details.. More services on line as and when available, e.g. booking & results. Automated service. Some patients have requested an automated service, but overall patients prefer to speak to a receptionist or doctor. Patient meetings previously did not want this service. At the 12th Nov meeting patients still do not want automated service. During busy times the practice staff now use a practice mobile so as to free up lines for patients.

5 OPENING HOURS The Practice Leaflet has the times of opening and clinics The practice has a commuter clinic for GPs and Nurses Open longer Tuesday pm Practice Opens Monday Friday pm Open late on Tuesday evenings for commuter clinic To open longer hours pm The Barnet PCT was approached but there was no extra funding. This year our funding was reduced but we still stay open for our patients as they like the service To discuss whether this would be an option for the future. Patients would like longer opening hours especially at lunch time, evening and weekends. This was considered but more doctors and staff would need to be employed as at present Doctors do home visits. Review prescriptions and do referrals so they can be sent on the day during closing times. Present staff has to have compulsory and well deserved lunch breaks not to be considered at this time.

6 WAITING TIMES At present patients are accommodated for emergencies and advanced bookings. Patients come with a list of problems and need to be reeducated into asking for a double appointment. Longer appointments will be given up to 3 weeks as it may not be possible to accommodate earlier with GP of choice. On the day emergencies Patients accommodated with on the day appointment and are informed that they may have to wait. If urgent / emergency can be seen on the day but only for one particular event. If patients need longer doctors will try to accommodate and do not like to make the consultation seemed rushed Telephone consultations with GP Triage service and emergencies on the day may lead to longer waiting times. This is proving to be very successful with GPs and patients and emergencies are seen on the day. The triage service it is hoped will also alleviate the pressure at A & E and walk in centres, which is also a PCT directive for the practice Patient has a choice to either wait or rebook on another day if the doctor is running late. Patients to be kept informed if doctor is running late. 48 hour script service Our protocol is to have repeat prescription ready within 48 hrs. Electronic service awaiting software. Patients can pick up scripts direct from pharmacy. The local pharmacy will deliver to housebound patents.. NHS & Private referrals to other services. Referral Management service trying to cut down on waiting times for referrals. Patients will sometimes use private clinics if waiting time is too long

7 PLAN DO STUDY ACT 4 Any other comments GP Choice A GP of your choice is available but you may have to wait up to 3 weeks for a consultation A GP choice is still available Triage service is working well for practice and patients. Does the group agree? Overwhelming Yes Access by Website / s FOR Prescriptions Registrations Booking on Line Some patients have asked for this service Scripts can be order by fax, post, face to face. Not available at present staff need training. We are looking into bringing this via our website Awaiting IT upgrades to offer alternative service. Electronic Prescribing Service not compatible at present waiting for PCT approval. Staff need training and software company to support. To consider website access to offer prescription requests from patients.

8 Practice priorities Most suggestions/comments are to do with the above problems Patient Group is welcome to make suggestions / comments about our services. Patients will let us know if there is any innovative ways to support the practice e.g. Newsletter organised by the group. Suggestions / Complaints Booking Appointments Longer opening times Waiting times Parking We address all complaints within 3 working days Most patients are happy with our complaints procedure No complaints at present. Any suggestions would be welcome. New IT Clinical Software installed last year and more software to be introduced to make access more patient user friendly. Triage service will continue. This reduces A & E attendances and emergency admissions. Patients, Clinicians and staff like the service too. We are confident that we can now move on with this system and provide 1 SMS Messaging is available 2 Telephone Triaging on going 3 Electronic Prescribing Service to be introduced 4 Waiting times will be organised to cope with demand

9 Care Quality Commissioning To monitor standards and services to patients. This body will be responsible for making sure the practice is fit for purpose CQC will check all areas of the practice to make sure we reach all standards of good practice. Care Commissioning Groups Replace PCTs for Camden, Islington, Enfield & Haringey and Barnet as from 1 st April 2013 CCGs will be overseeing health services next year. More Clinical staff to be on this group. Transitional year setting up more services in the community. Patient Newsletter With practice staff to help and devise update a possible newsletter with all events and changes of the practice to be posted on the website. To discuss if anyone would like to volunteer The group are happy with the surgery and whilst a newsletter would be useful the website is very informative discuss at next evening meeting in Summer 2013 More changes but together with patients support the practice will continue to meet patients requests and provide a good service to all. Patient Group evening meeting Younger population and ethnic groups to be invited/ Practice Newsletter Any other suggestions.