Dr S P Thompson & Partners Patient Participation Annual Report 2013/2014
PPDES 2013/2014 PP DES 2013/2014 Contents Page 1 Introduction 2 2 Profile of Patient Reference Group Membership 2 3 The Patient Survey 2 4 Action Plan 3 5 Update of Action Plan 2012/2013 3 - TV Screens 3 - Leaflet Stands 3 - Patient Call System 3 - Monitoring Waiting Times 4 6 Next Steps 4 7 Appendices Appendix A The Profile of the Patient Reference Group Membership 2013/2014 5 Appendix B PPG Patient Survey 2013/2014 Telephone Triage 6 Appendix C PPG Patient Survey 2013/2014 Telephone Triage Results 7 - Pie Chart of answers to Question 1 7 - Bar Chart of answers to Question 2 7 - Bar Chart of answers to Question 3 8 - Bar Chart of answers to Question 4 8 - Pie Chart of answers to Question 5 9 - Pie Chart of answers to Question 6 10 - Bar Chart of answers to Question 7 11 Appendix D Patient Participation Survey 2013/2014 Action Plan 12 1
1. Introduction The Patient Participation Group (PPG) for Dr S P Thompson & Partners set up a virtual Patient Reference Group (PRG) in 2011 in order to engage as wide a group as possible. The PPG itself expanded to include representatives of both younger people and ethnic groups. The Practice offers services to its patients: Monday to Friday 08:00 to 18:30 hours Closed daily 13:00 to 14:00 hours (except for emergency telephone access) In addition the surgery offers extended hours clinics as follows: Every Monday 18:30 to 20:00 hours (excluding bank holidays) Alternate Saturdays 08:00 to 11:00 hours Services can be access via telephone or in person. The Practice upgraded the telephone system in 2012 as part of the agreed 2011/12 Patient Survey Action Plan and is considering introducing it for some telephone triage appointments in 2013/14. 2. Profile of PRG Membership A detailed breakdown of the PRG membership is shown, see Appendix A. The PPG and the Practice were satisfied that the PRG is representative of the 11,400 patients on the Practice list. The overall male / female split and then by age / sex offer a realistic representation. In terms of the ethnic representation the Practice only has a 0.01% ethnicity. Patients are invited to become members of our Patient Reference Group as they register with the practice (both face to face and to join the PRG virtual group), as well as when completing survey forms. The patient information TVs in both waiting rooms and newsletter are also used to publicise PPG and PRG. The returned patient registration forms are used to establish a PRG database. There have been changes to the main Group during the past year as the PPG has amalgamated with The Friends of Ringwood Medical Centre. 3. The Patient Survey Suggestions for the areas to be covered in this year s Patient Survey were discussed at PPG meetings and relate to responses received from previous patient surveys and patient feedback. In autumn 2013 the PPG members reviewed previous patient feedback during monthly meetings it was decided to focus on the telephone triage. The telephone triage system was introduced by the Practice in the October 2012. 2
The final survey was compiled, reviewed and distributed to members of the PRG via letter, email and copies of the survey made available to patients in the waiting areas of the medical centre for completion. The survey was available and distributed face-to-face at the annual immunisation clinics. Once the survey period was complete the analysis of the survey results was undertaken. The outcomes of the survey were discussed at the monthly PPG meeting and emailed to the virtual patient group for comments. Appendix B shows the questionnaire given to patients for the Patient Survey 2013/2014 of the Telephone Triage System. Two hundred and forty-nine completed surveys were returned to the surgery for analysis. The results are can be seen in Appendix C. 4. Action Plan The PPG analysed and discussed the results and drafted the action plan ready for review by the Partners of the Practice. The Chairman of the PPG attended the Practice Partners meeting on Monday, 3 March 2014 and presented the findings to gain agreement for the action plan (see Appendix D). In accordance with the PP DES this report will be sent directly to all PRG members by either email or post. In addition it will be made available to all patients and a wider audience by being posted on the Practice website and NHS choices and available in the waiting rooms. 5. Update of Action 2012/2013 During the course of the last year the PPG and members of the Ringwood medical centre have worked closely together to ensure that the action plan for the 2012/2013 Patient Survey was implemented. TV Screens Three PPG members reviewed the information displayed on the television screens in the reception area. The members then met with the practice IT team to discuss their findings and to put forward the recommendations for improvement. The IT team agreed with the changes and updated the TV screens accordingly. Leaflet Stands The Chairman of the PPG and the GP representative reviewed the patient information leaflets available in the patient waiting area. The PPG and practice feel that this is should be carried out on a regular basis. Patient Call System Members of the PPG, GP and Admin and IT staff invited representatives to demonstrate a patient call system. The group felt this system would be of benefit to patients and therefore will be put to the Partnership for further consideration. 3
Monitoring Waiting Times A review was undertaken regarding the length of times patients were kept waiting beyond their allocated appointment time. This was discussed with the PPG members and a Partnership meeting. Over the course of a year an overall improvement was noted. 6. Next Steps The next steps are to implement the Action Plan for 2013/2014 and review within the target dates in readiness for the Patient Participation Annual Report. 4
Appendix A The Profile of the Patient Reference Group Membership 2013/2014 Validation of Reference Group Practice Population PRG Membership Difference Profile Profile <16 15% <16 0% -15% 17-24 9% 17-24 16% +7% 25-34 9% 25-34 0% -9% 35-44 11% 35-44 4% -7% 45-54 15% 45-54 24% +9% 55-64 13% 55-64 4% -9% 65-74 14% 65-74 36% +22% 75-85 10% 75-85 16% +6% >85 4% >85 0% -4% Male 48% Male 36% -12% Female 52% Female 64% +12% Surveys distributed 400 Surveys returned 249 Percentage Returned 62% 5
Appendix B PPG Patient Survey 2013/2014 Telephone Triage Doctors Telephone Triage 1. When you are called back by the GP, what was the outcome of your consultation? a) An appointment the same day? Yes No b) An appointment the same week? Yes No c) An Appointment further ahead? Yes No d) Was your problem managed over the phone? Yes No e) I have not used this service yet. Yes No 2. Did you phone because of an urgent problem? Yes No 3. Did you phone to discuss an on-going medical problem? Yes No 4. Were you satisfied with the outcome of the telephone triage consultation? Yes No 5. Have you any comments to make on the telephone triage system? 6. Do you know that you can book a telephone consultation with your own GP? Yes No 7. Recently we changed our telephone message. Do you find this telephone system easy to use? Yes No 8. Do you wish to be a member of the PPG Mailing List, and receive surveys or newsletters by email? If so please complete the following. Name: Email: Male / Female (Please circle) Ethnicity: Age Range: Under 25 25-40 40-60 60+ 6
Appendix C PPG Patient Survey 2013/2014 - Telephone Triage Results Question 1: When you are called back by the GP, what was the outcome of your consultation? Question 2: Did you phone because of an urgent problem? 7
Question 3: Did you phone to discuss an on-going medical problem? Question 4: Were you satisfied with the outcome of the consultation? 8
Question 4: Analysis of results: 20 patients were not satisfied with their triage consultation. These patients were managed in the following way. Managed the problem over the phone. Given a face-to-face appointment. Given an appointment the same week. Given an appointment further in advance. Not used the service yet. Question 5: Have you any comments to make on the telephone triage service? 9
Question 5: 43 patients left negative feedback and their reasons are analysed as follows: Question 6: Do you know you can book a telephone consultation with your own GP? 10
Question 7: We recently changed our telephone message. Do you find this system easy to use? 11
Appendix D Patient Participation Survey 2013/2014 Action Plan ACTION PLAN Area for action Action to be taken Lead Target Date Improve Patient awareness of being able to book a telephone consultation with their GP Promoted telephone consultations on the TV Screen. Notice-boards, PPG Newsletter and our websites. PPG / IT 01/05/2014 Review results of patients not satisfied with their triage consultation Discuss with GP partners results of the triage consultation and raise awareness of AW Jun-14 responses and discuss if further actions are necessary. Review negative comments received regarding the telephone triage system Discuss with the GP partners and staff to see if any action can be taken. AW On going 12