St Paul s Way Medical Centre Patient Participation Group Event September 2013
Welcome and introductions Dr Joe Hall Lead GP Dr Emma Murphy Lead GP Luthfur Rahman Patient Advisor Rukshana Parvez - Receptionist
The Team
Patient Participation Group Event Refreshments and Welcome Presentation Our aims Our achievements Challenges and feedback Our vision for the future Group work Access and appointments Communication and patient involvement Feedback Next steps and close
Ground rules Please:- One person talk at a time Keep quiet while others are talking Listen to other opinions and ideas Do not disclose personal/sensitive information Allow some issues to be dealt with in a separate meeting Keep comments constructive Think of how services can be improved Think of how you can be involved in the future
Stroudley Walk Merchant Street Bromley by Bow St Paul s Way St Andrews
Our aims Working in partnership with patients St Paul s Way will be one of the best performing practices in Tower hamlets The highest possible quality of care Integrating with the community and other local organisations Teaching future doctors and the next GP s Recruiting the best staff Help patients by addressing wider health issues e.g. housing, employment and education
Achievements High quality care highest QOF score ever! Working with the community CQC compliance Recruitment and training Clinical Management Reception Appointments Teaching and training
Sep.09 Mär.10 Apr.10 Mär.11 Apr.11 Mär.12 Apr.12 Mär.13 Datenreihen1 526 527 534 546 524 567 573 603 Sep.09 Okt.09 Nov.09 Dez.09 Jän.10 Feb.10 Mär.10 Apr.10 Mai.10 Jun.10 Jul.10 Aug.10 Sep.10 Okt.10 Nov.10 Dez.10 Jän.11 Feb.11 Mär.11 Apr.11 Mai.11 Jun.11 Jul.11 Aug.11 Sep.11 Okt.11 Nov.11 Dez.11 Jän.12 Feb.12 Mär.12 Apr.12 Mai.12 Jun.12 Jul.12 Aug.12 Sep.12 Okt.12 Nov.12 Dez.12 Jän.13 Feb.13 480 500 520 540 560 580 600 620 Number of Type 2 Diabetic Patients Mär.13
Diabetes Performance Sep 2009 - March 2013 100.00% 90.00% 80.00% 70.00% 60.00% 50.00% 40.00% 30.00% 20.00% 10.00% 0.00% Sep.09 Okt.09 Nov.09 Dez.09 Jän.10 Feb.10 Mär.10 Apr.10 Mai.10 Jun.10 Jul.10 Aug.10 Sep.10 Okt.10 Nov.10 Dez.10 Jän.11 Feb.11 Mär.11 Apr.11 Mai.11 Jun.11 Jul.11 Aug.11 Sep.11 Okt.11 Nov.11 Dez.11 Jän.12 Feb.12 Mär.12 Apr.12 Mai.12 Jun.12 Jul.12 Aug.12 Sep.12 Okt.12 Nov.12 Dez.12 Jän.13 Feb.13 Mär.13 Sep.09 Mär.10 Apr.10 Mär.11 Apr.11 Mär.12 Apr.12 Mär.13 Care Plans Completed 9.40% 46.10% 48.50% 85.30% 84.92% 94.43% 92.60% 90.82% Controlled 18.30% 26.20% 26.40% 25.60% 21.37% 46.55% 44.81% 39.29% Digital Retinal Screening 66.03% 73.37% 73.52% 75.93%
50.00% Percentage of Diabetic Patients ON Target Sep 2009 - March 2013 (Controlled BP, Chol, HbA1C) 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00% Sep.09 Okt.09 Nov.09 Dez.09 Jän.10 Feb.10 Mär.10 Apr.10 Mai.10 Jun.10 Jul.10 Aug.10 Sep.10 Okt.10 Nov.10 Dez.10 Jän.11 Feb.11 Mär.11 Apr.11 Mai.11 Jun.11 Jul.11 Aug.11 Sep.11 Okt.11 Nov.11 Dez.11 Jän.12 Feb.12 Mär.12 Apr.12 Mai.12 Jun.12 Jul.12 Aug.12 Sep.12 Okt.12 Nov.12 Dez.12 Jän.13 Feb.13 Mär.13 Sep.09 Mär.10 Apr.10 Mär.11 Apr.11 Mär.12 Apr.12 Mär.13 Datenreihen1 18.30% 26.20% 26.40% 25.60% 21.37% 46.55% 44.81% 39.29%
Patient feedback Online booking makes is much easier than trying to get through on the phone I was really impressed that a GP called me back so soon and I didn t need to come to the surgery for treatment The new staff are really friendly and helpful I can t get through on the phone The receptionist was really rude There are not enough appointments for GP s Why do I always have to come in at 8am for an appointment? I always see a different GP or locum why can t I see the same GP again?
Challenges Appointments GP appointments Nurse appointments Urgent and routine care Continuity of care High levels of diabetes and other chronic diseases Historic dissatisfaction with the service and high levels of complaints Recruitment
Types of Appointments On the Day Pre Bookable 24 Hour Triage (Emergency for the Doctor to call) Triage to book Telephone Consultations Specialist clinics diabetes, copd, asthma Home Visits Drug Clinics Phlebotomy for Blood tests Anti/Post Natal Clinic Welfare and benefits
Appointment System Types of Appointments On the Day Pre Bookable How to access Come in the morning, call us, book online the day before after 8pm. Come in, call us, book online. 24 Hour Call, come in, book online. Triage (Emergency, Doctor to call you on the same day) Phlebotomy Telephone consultation Call or come in the morning. Call or come in. Call or come in, used for routine reasons, such as medication reviews, results, sick notes, please be aware due to high demand, wait for this can be 2 weeks, so book early in needed.
Anyone guess how many appointments we give in a week?
Appointment figures Appointments given June 3 rd to August 3 rd (2 Month Period) We gave 3028 for that period, this includes only a few days of 24 hour appointments Patients who did not attend for that same period (June 3 rd to August 3 rd ) The number of those patients are 743! 3028-743= 2285 25% OF PATIENTS AT ST PAULS WAY DO NOT ATTEND!!
Appointments How many appts per week routine pre book/otd/telephone triage/telephone routine 80/1000 pts Compared to PCT recommended 72/1000
Top tips to using the surgery effectively Do you need an appointment? Would a phone call be easier? Can the pharmacy help? Do you need a nurse or GP? Do you need to be seen today? Could the receptionist/management/secretary help? Please put in your repeat prescription > 48hrs early
Our vision for the future Continue to provide high quality care Involve patients and the local community in the development of our service Move into purpose built premises at William Cotton Place
William Cotton Place
William Cotton Place What does this means for the community? Fresh start Bigger space More Doctors More staff More appointments More services (Health Trainers, Smoking cessation, Alcohol support, Mental health) Better phone system
Group sessions Access to GP s/nurses etc/how we can improve reception function for patients? e.g. Info in reception area, meet the management, More effective appointments Communication/Patient representation/setting up PPG Board/meetings e.g. Who should be on board? How we can be representative? How can we recruit?