Adelaide GP Surgery Adelaide Health Centre William Macleod Way Millbrook Southampton SO16 4XE Patient Participation Report Tel: 02380 608045 Fax: 02380 538748 www.solent.nhs.uk Adelaide GP Surgery 2011-2014 Practice Information The Adelaide GP Surgery is based within the Adelaide Health Centre in Millbrook Southampton and opened in January 2010. The practice has 4 Salaried GP s (2.4 WTE) who share the patient list. The patient population to date is 3744 patients. The practice is open 08.00 20.00 daily with the exception of Bank Holidays and we also provide a nurse walk in service for Registered and Un-registered Patients. Other services provided include Cervical Cytology, Immunisations, Travel Vaccinations & Health, Diabetes, Asthma, Spirometry, COPD, IUCD Fitting and removal, Implanon, Minor Surgery, NHS Health Checks, Smoking Cessation, New Patient Health Checks, Phlebotomy and we also provide the 24 hour Ambulatory Blood Pressure Monitoring clinic for all patients registered with a GP situated in West Southampton. We have access to a Health Visitor, Midwifery Services and also the District Nurses. Regular meetings are held with the teams. Adelaide GP Surgery also takes care of Brownhill House which is a 19 bed intermediate care and rehab orthopaedic unit. Patients staying at Brownhill House are registered as temporary patients at the Adelaide until they are discharged back to their own GP. Our clinical system is SystmOne and a normal appointment is 10 minutes long. Patients are encouraged to book longer appointments with the clinician if they feel their health needs are complex. Patients can book 3-4 weeks in advance for an appointment and a percentage of the appointments are blocked for on the day urgent/emergency. We also provide on-line appointment booking and repeat medication requests. Home visits are the responsibility of the Duty Doctor and all requests are triaged by a GP prior to the visit. We also provide a daily Telephone Triage system. This is well received by the patients who need clinical advice without having to make the journey into the surgery. Solent NHS Trust Headquarters, Adelaide Health Centre, William Macleod Way, Millbrook, Southampton SO16 4XE Telephone: 023 8060 8900 Fax: 023 8053 8740 Website: www.solent.nhs.uk
This report must be published on the Practice Website and a copy submitted to Southampton CCG no later than 31 st March 2014 Introduction To support Practices in the implementation of the engagement of patient s in the services provided by the practice. The aim of the Patient Participation Scheme Directed Enhanced Service (DES) is to ensure that patients are involved in decisions about the range and quality of services provided and over time commissioned by their practice. The DES aims to promote the pro-active engagement of patients through the use of Patient Representative Groups (PRG s) to seek the views from Practice Patients through the use of a local practice survey. The outcomes of the engagement and the views of the patients are then required to be published as a report on the Practice website. The objectives include: Involving patients in decisions that lead to changes to the services provided or commissioned either directly or as gatekeeper to other services Promote the proactive engagement of patients through the use of effective Patient Reference Groups (PRG s) Seek views from practice patients through the use of a local practice survey To share outcomes of the engagement and views of patients by publishing on the practice website. Maintain excellent access to services.
This report summarises development and outcomes of the Adelaide GP Surgery s Patient Representative Group (PRG) in 2013/14 1. Develop a Patient Reference Group (PRG) A summary of the recruitment process used to ensure that the PRG is of sufficient size to be as representative as possible of the practice population 2. Method and Process for Agreeing Priorities for a Local Practice Survey The method that the practice adopted to seek the views of the PRG in determine the priority areas to look at to include in the local practice survey 3. Details and Results of the Local Practice Survey Description of the local practice survey and how it was carried out as well as the details of the survey results. 4. Discussing Survey Results with the Patient Representative Group Details of how the practice consulted with the Patient Representative Group 5. Agreeing an Action Plan with the Patient Representative Group Details of the agreed action plan, setting out the proposals arising out of the local practice survey results and how they can be implemented. Detail any issues that cannot be addressed and the reasons why. 6. Publish the Local Patient Participation Report Details of where this report has been published, to include the practice opening hours and how patients can access services 7. Practice Declaration Confirmation that the local Patient Participation report is a true and accurate representation of the work undertaken to fulfil the requirements of the patient Participation DES 2011/14.
Step 1: Develop a Patient Participation Group Recruiting to the Patient Reference Group (PRG) 35 Random patients were sent a paper questionnaire with a return stamped addressed envelope (see Appendix A) 16 questionnaires were returned. Step 2: Method and Process for Agreeing Priorities for a Local Practice Survey The GP s and Practice Manager met to agree the priorities for the Survey. A short questionnaire was posted out to patients The response was very slow and prioritising change and issues has been very difficult because of the practice being brand new and with the provision of opening hours and services that we provide. The Patient Experience Team also carried out a survey and the results can be found on the Practice Website www.solent.nhs.uk/adelaidegp Step 3: Details and the results of the Practice Survey The patient views and some of their feedback comments can be found at the end of this report. The overall satisfaction of the practice from the results of the survey is:- Excellent 40.63% Very Good 23.13% Good 11.88% Fair 11.88% Poor 5% Not answered 7.5% Step 4: Discussing Survey Results with the Patient Reference Group (PRG) The results have been printed out and displayed in the waiting area of the surgery and are also displayed on the practice website Step 5: Agreeing an Action Plan with the Patient Reference Group (PRG) An action plan has been produced and can be found at the end of this report Step 6: Publishing the Local Patient Participation Report The report will be published on our website by the end of March 2014. The website is managed by Solent NHS Trust. www.solent.nhs.uk/adelaidegp
Step 7: Practice Declaration The Practice confirms that the above report is a true and accurate reflection of the work undertaken as part of the Patient Participation DES 2011/14. Signed and submitted to the CCG and published on the Practice website on behalf of the Practice by: Mrs Angie Brebner Job Title: Practice Manager Signed: Angie Brebner Date: 24 March 2014 FOR CCG USE ONLY Date Report Received by the CCG: Receipt Acknowledged by: Report published and evidenced on Practice website by required deadline:
RESULTS FROM THE RETURNED QUESTIONNAIRES
ETHNICITY White 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% 67.20% White British 0.80% White Irish 14.00% 12.00% 10.00% 8.00% 12.70% Mixed 8.70% 6.00% 4.00% 4.30% 2.00% 0.00% White & Black Caribbean White & Black African White & Asian 1.20% 1.20% Asian or Asian British 1.00% 0.80% 0.60% 0.40% 0.90% 0.70% 0.20% 0.00% 0% Indian Pakistani Nepalese Bangladeshi
0-16 17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-105 Number of Patients Black or Black British 2.00% 1.70% 1.50% 1.00% 0.50% 0.30% 0.00% Black or Black British Caribbean Black or Black British African Chinese or other Ethnic Group 1.20% 1.00% 0.80% 0.60% 0.40% 0.20% 0.00% Chinese 0.30% 1.20% Any Other Capitation Report - Practice Age Profile 1200 1000 800 960 872 600 400 406 467 341 248 Total 200 102 61 11 0 Age Range
Improving the Practice Questionnaire Comments Triage System works for some but not others Length of time to see a Doctor Not been able to see a regular Doctor, need more Doctors Insufficient Parking Very pleased with level of diabetic care and interest shown in this condition by GP and Specialist Nurses. I like the use of SMS for appointment reminders etc. I like the telephone appointment with Healthcare Professional for follow up etc when it may not be necessary to visit surgery. Can't fault them they are brilliant. The degree of care I receive is magical, they talk to me not at me and they listen. Wicked place to be, best GP surgery I've ever been to. Phones are ringing a lot with no answer - however the staff are always friendly and helpful. Action taken by the practice:- The Triage system saves a lot of face to face consultation time, especially for repeat prescriptions, sick notes and general advice. We have recently recruited an additional part time GP. We now have 4 permanent Doctors working specific days during the week including up until 8pm 3 days per week. More reception staff has been recruited; this should improve the telephone being answered more efficiently. Patients can now book on-line GP appointments. Patients are encouraged to ask the reception staff for their log in information. We would like to take this opportunity to thank all of the patients who participated in the Patient Participation and Local Practice Survey.
Appendix A PATIENT PARTICIPATION FEEDBACK AND COMMENTS FORM Hot topics Access to Appointments The new Telephone Triage System Seeing a GP/Nurse of your choice Helpfulness of staff You can help the Practice to improve the service. Please rate the following areas by ticking a box on each line. I can book an appointment at a time that suits me I can book routine appointments in a few weeks time If I need urgent on the day assistance my request is dealt with appropriately. I can see a GP or Nurse of my choice If you have used the Telephone Triage System, did you find it useful? Were you satisfied with the level of information given during the telephone triage call? The opening hours of the surgery suit me and my family The reception staff are The Nurses are The GP s are Excellent Very Good Good Fair Poor N/A Have you used any of the following services between the hours of 08.00 & 20.00 when the surgery has been open? Minor Injuries Unit Walk In Centre Accident and Emergency Pharmacy for Advice Yes No Reason
Please note that our experienced team can deal with all minor injuries, ailments, chronic disease management, emergency contraception and sexual health. If you have a health query/problem please can we ask you to telephone the surgery on 0300 1236066 in the first instance? Thank you And finally If there is anything that you would like to comment on whether it is an improvement, areas that you are not happy with or feedback to the staff/team please comment here. We would like to take this opportunity to thank you for completing the patient feedback form and returning it in the addressed envelope enclosed.
FEEDBACK FROM THE PATIENT EXPERIENCE REPORT Hello Angie, please find attached Februarys patient experience report following the data I ve received from the postcards and kiosk at Adelaide. As you will see from the comments received there have been a number of people who have commented on the parking. We know the parking at Adelaide HC is out of your hands and it is unfortunate that the situation has effected your figures. sent an email to all staff at Adelaide informing them to park at Tesco s, so hopefully the situation will improve soon. There have also been a couple of comments regarding new doctors being employed? Have you taken on new staff? Apart from the feedback regarding car parking (which of course we know is out of yours hands) Adelaide Surgery has received a number of positive comments, so well done.