APMS Procurement Patient and Public Engagement Report Edridge Road Community Health Centre Impact House 2 Edridge Road Croydon CR9 1PJ
Alternative Provider Medical Services (APMS) Procurement Patient and Public Engagement Report Edridge Road Community Health Centre Version number: 1 First published: January 2017 Prepared by: NHS England (London) and Croydon Clinical Commissioning Group (CCG) Classification: OFFICIAL 2
Contents Contents... 3 1 Purpose... 4 2 Findings... 4 2.1 Background... 4 2.2 How We Collected Your Views... 5 2.3 What You Told Us... 5 2.4 What We Will Do With This Information... 6 2.5 Annex 1 (Statistics)... 7 3
1 Purpose The purpose of this report is to provide details of feedback, from patients and other stakeholders, on the proposals put forward by NHS England and Croydon Clinical Commissioning Group (CCG) for the future of Edridge Road Community Health Centre, and to outline how this feedback will affect the plans. 2 Findings 2.1 Background Edridge Road Community Health Centre is a GP practice operating in central Croydon. A contract to run the practice was awarded to an organisation called The Practice Surgeries Ltd following a competitive tender process in 2010 and the practice opened to the public on 31 March 2011. At the moment The Practice Surgeries Ltd provides GP services to its list of registered patients, as well as walk-in services to the general population. The contract for the GP registered list service will come to an end as planned on 30 June 2017. NHS England and Croydon CCG will ensure that GP services continue to be provided from Edridge Road Community Health Centre. We will do this by appointing a new service provider through a competitive tender process, as part of a London-wide procurement programme. The new contract will start on 1 July 2017, so there will be no break in services for patients. As part of the procurement process, NHS England sought the views of registered patients and other stakeholders to make sure that their views are taken into account in making this important decision about who manages GP services. The walk-in service, which also runs from the premises, is not part of this procurement. From 1 April 2017, Croydon CCG will commission new GP urgent care hubs that will replace the walk-in service. One of the hubs will be based in Central Croydon. The site for the central Croydon hub is still to be confirmed, but will either be at Edridge Road or within the immediate vicinity. Croydon CCG will contact patients separately about the walk-in centre and urgent care hubs. This report relates only to the GP services for the list of patients registered with Edridge Road Community Health Centre. 4
2.2 How We Collected Your Views In October, NHS England wrote to all patients registered with Edridge Road Community Health Centre, informing them of the proposed changes and inviting them to express their views about the current service and the plans for the future services at the practice. We also wrote to other stakeholders including the local MP, Councillors and Healthwatch. Registered patients were invited to attend two patient engagement sessions at the practice in November. Managers from NHS England and Croydon CCG were in attendance to advice patients about the procurement of new services, and CCG plans for urgent care hubs in Croydon. The sessions were attended by three patients. All registered patients were invited to take part in a survey between10 October and 24 November. Patients were given the option to complete a paper copy survey, available at the reception desk, or to respond online. 34 patients responded to the survey, with eight completing a paper copy, and 26 choosing to respond online. This represents 0.6% of the total practice population of 5,852 patients. 2.3 What You Told Us The survey asked patients to respond to a number of questions using a scoring system of 1 to 5 and also to provide free text written responses. In the scored section of the survey, patients indicated that it was most important (average score 4.6 out of 5) for them to be able to book an appointment at the first attempt without being asked to call back and also to be able to access services via the practice website. You also told us it was important to be seen at the appointment time booked (4.5/ 5) and that the practice would support a Patient Participation Group (PPG) which could influence the running of the surgery (4.5/ 5). Being able to book an appointment for the same or next day also received a high score (4.4/ 5). When asked whether the proposed opening hours of 8am to 6.30pm Monday to Friday and 9am to 1pm on Saturday were suitable for your needs, there was a mixed response. The proposed opening hours received an average score of 3.7 out of 5. It appears from the comments that accompanied scores on the opening hours that some patients were commenting on the walk-in service (which is available to anyone) rather than the GP registered list service (which is only available to registered patients). The second part of the survey allowed patients to provide narrative feedback in their own words. A summary of the main themes is given below: The practice opening hours should be longer; this will help patients to obtain more convenient access to GP medical services. Comments included: 5
I d like to see GP surgery opening 8am to 8 pm. Some patients say it is currently difficult to get through to the practice by telephone, which leads some patients to stop trying and to physically queue at the practice to get an appointment instead. One patient commented that it is important to speak to a receptionist the first time you make a call, and to be attended to straight away when you are in the surgery rather than waiting for long periods of time. Some patients said that reception staff should receive appropriate training in order to manage and address patients queries politely and efficiently. There can be long waiting times to get an appointment (currently up to 2 weeks). Patients who attended Accident & Emergency said they often did so because they couldn t get an appointment at either the GP surgery or the walk-in centre at Edridge Road Community Health Centre. A patient commented that he had been advised to do this by the NHS helpline or reception. Patients would like to see extra services provided at the practice, including clinics for cuts and burns, eye health, contraception, sexual health, phlebotomy, diabetes care, weight management and antenatal care. Patients would like to be able to book (or know how to book) appointments and order repeat prescriptions online. Some patients would appreciate better communication between the practice and themselves so that they are aware of the different services on offer and how to access them, and so that they are informed when a GP leaves the practice. Many patients were not aware that the practice has a patient participation group (PPG). Patients would appreciate more information from GPs and nurses to enable them to better manage their own health, thus reducing pressure on the services. Comments included that, while the overall experience is good, there had been times where reception staff may not have passed on information or signposted service users appropriately. The patient commented that there should be both physical and electronics means of communication facilities available to pass on information more swiftly. Patients made it clear that NHS England and Croydon CCG should appoint a new provider who is dedicated to the patients wellbeing and passionate about making a difference not just on paper when applying to run the surgery, but also when the service is actually running. 2.4 What We Will Do With This Information The new contract to run the GP registered list service at Edridge Road Community Health Centre is being procured as part of a London-wide procurement programme. 6
In line with procurement law, NHS England will consider all bids to run the service using a non-discriminatory, transparent and objective approach ensuring equality of treatment for all bidders. The feedback report will be shared with the people and organisations bidding to run the practice so that they can understand the issues that are important to patients and make sure that these issues are addressed in the bids that they make. Evaluators will mark the bids based upon the competence and quality of care demonstrated by bidders. This will include how well bidders address the issues that patients tell us are important to them. The new contract to run the surgery will also address some of the concerns raised. In particular, the new provider will be required to provide a minimum number of appointments with a GP and a Nurse. Under normal circumstances, patients will be able to make an appointment to see a GP or Nurse either the same day or the next day, or to book an appointment up to 4 weeks ahead if that s what they would like to do. Patients should also be able to make an appointment at the first attempt, without having to call back, or to book online if that s what they would prefer. Patients will also be able to order repeat prescriptions online if they wish. The new provider will be required to support the Patient Participation Group so that patients are able to contribute their thoughts and ideas about how the practice is managed for their benefit. New the core opening times for registered list services will be 8am to 6.30pm Monday to Friday and 9am to 1pm on Saturday, Croydon CCG will ensure that there are additional urgent care appointments outside these times. These additional appointments will be delivered at a central hub within the vicinity of Edridge Road Community Health Centre. 2.5 Annex 1 (Statistics) Practice Name: CCG: Croydon Edridge Road Practice List Code: Y02962 Size: Responsible Commissioner: William Cunningham Davis 5852 Date Consultation Commenced: 10 October Date of Report: January 2017 Date Consultation Completed: 24 November Report Written By: Omid Gilanshah Written Communications Letter sent to: / No (If no, explain why) Date sent (1) Date sent (2) Date sent (3) 7
Registered Patients Practice Patient Participation Group Incumbent Provider Overview & Scrutiny Committee Healthwatch MP (Name): LMC Gavin Barwell No, the practice cannot recruit members for PPG 21 October 28 October 28 October 28 October 28 October 28 October Councillors: Name: Helen Pollard Name: Susan Winborn Name: Vidhi Mohan Other (please state): Press Release Prepared? No / No Date sent: Name of publication: Date published: Date sent: Name of publication: Date published: Date sent: Name of publication: Date published: Issues / Themes Arising from Written Communications N/A No./Source of Responses Highlighting this Point 8
Meetings Date Time Venue No. of Attendees Practice Briefing Patient Engagement 1 Patient Engagement 2 Patient Engagement 3 16 November 16 November 10 am - 12 noon 4.30 6.30 Practice 3 Practice 0 Other (please state): No./Source of Issues / Themes Arising from Meetings Responses Highlighting this Point Long wait to have appointment with GP 2 Reception staff need to have better training to deal more efficiently with patients queries 1 More clinical services to be offered from the practice site 1 Patient Survey Date Online Survey launched: 10 October Date Paper Survey launched: Date Online Survey closed: 24 November Date Paper Survey closed: No. of Responses: 26 No. of Responses: 9
21 October 24 November 10 Translations of Paper Survey requested: (tick all applicable) Tamil Somali Urdu Bengali Other (please specify): No. of Issues / Themes Arising from Patient Survey Responses Highlighting this Point Inability to get through on the phone 6 Concerns about opening hours 4 Long wait to see a GP 4 Need for caring and informed reception staff 14 Desire to use online services 7 Information to help patients to manage their own health 6 10