Add practice logo here if required PATIENT PARTICIPATION REPORT 2013/14 Practice Code: Practice Name: C84138 Springfield Medical Centre An introduction to our practice and our Patient Reference Group (PRG) Springfield Medical Centre is a friendly practice based in Bulwell serving nearly 2700 patients. We have a building with five consulting rooms downstairs and admin room upstairs with a conference room. We have car parking for ten cars and two disabled spaces. We have disabled access and facilities. The Patient Participation Group was established 4 years ago originally with 2 patients attending meetings. The meetings are held at the surgery every couple of months. The group now have 4 members who attend and they are joined by a GP and a member of the administration team. During the past year we have run campaigns to try and attract new members. We have three doctors working in the practice, Dr Rao and Dr Mohindra and a female locum doctor, Dr Quinton who does two sessions. We offer minor surgery and nursing, maternity and health visitor services such as vaccinations, immunisations, child health surveillance, phlebotomy etc. We have a patient screen which is updated with information for patients.
One of our PPRG members is a patient representative member on the city cluster board and Nottingham CCG board. To ensure the patient group is representative of the practice s population base, the Practice has recruited patients by displaying posters in the waiting room, information is included within the new patient health questionnaire. The PPG meetings are advertised by poster in the waiting room. All practice staff actively promote and provide information on the Patient Participation Group. In spite of trying hard we had only four patients who have joined the PPG Group and they are all white British. The membership of the Patient Participation Group is reflected in the older age group. We are actively promoting the Patient Participation Group to all within the practice population and wish to recruit younger members to the Patient Participation Group. One of our members is an expert in IT. The Patient Participation Group put together a patient survey and this was handed out to patients by a member of staff. Out of the 105 given out we had 92 completed and returned. Out of 10 posted we had 1 completed and returned. The survey results box was opened in front of PPG members and were given to one of the PPG members to collate the results and the results were emailed to the practice manager and the senior receptionist by the PPG member. 1
Establishing the Patient Representative Group This shows how the practice has tried to ensure that the PRG is representative of the wider practice population. Information is provided here on the practice and PRG profile. Age Practice population profile PRG profile Difference under 18 23 0 23 18 34 26.6 0.14 35 54 25.6 0 25.6 55 74 20.16 0.70 19.46 75 and over 4.24 0 4.24 Gender Male 51 Female 49 Ethnicity White British 35.3 Mixed white/black 3.6 2
Caribbean/African/Asian Black African/Caribbean 2.2 Asian Indian/Pakistani/Bangladeshi 1.2 Chinese 0.2 Other These are the reasons for any differences between the above PRG and Practice profiles: Our patient participation group is representative of our population which is over 90 white British ethnic. We will endeavour to get participants from the growing Polish and other ethnic groups. There are no differences between our patient groups and the patient practice profile apart from the fact that we have just one young member on the patient participation group. In addition to the above demographic factors this is how the practice has also taken account of other social factors such as working patterns of patients, levels of unemployment in the area, the number of carers: We discussed having meetings in the evenings as well and offered but no one turned out except the two members who kindly attend regularly. We have tried to hold meetings in the evening to accommodate the workers and carers but most people don t seem to have the time. It might help if patients are paid a small sum to attend. This is what we have tried to do to reach groups that are underrepresented: 3
To ensure our patient participation group was representative of the practice s population base. Recruitment campaigns have been on- going throughout the year. Posters have been displayed and staff have asked patients directly. This has been done with all minority groups in the same way. Newly registered patients are being asked as well. Patients were given telephone number to contact directly to PPG members to put them at ease. Doctors in the practice can speak some ethnic languages and have tried to ask some patients if they want to participate and will continue to do so Setting the priorities for the annual patient survey This is how the PRG and practice agreed the key priorities for the annual patient survey The group got together last June to discuss what questions they would like to put in the survey. We decided to keep it simple and ask general questions about the practice. They decided to include questions about the receptionists, GP s, Nurse and healthcare assistant s appointments and surgery opening hours. A comment / suggestion box was added to the bottom to help ascertain patient s views. The survey is always anonymous and a sealed box was placed in the waiting room for patients to return their completed survey. Informed members to look at websites http://www.napp.org.uk/ who has done some work in the past. The patient group suggested that questions in the patient survey should be small and simple to understand and ask general questions about the practice. They decided to include questions about access. We also discussed about calling 111 number but felt needs it more promotion before we ask this question so may be added in next year s questionnaire. 4
Also PPG members suggested that questions should be answered in yes or no instead of writing in detail, so that everyone can complete them easily. A column should be left at the end for any comments. Designing and undertaking the patient survey This describes how the questions for the patient survey were chosen, how the survey was conducted with our patients and includes a summary of the results of the survey (full results can be viewed as a separate document) How the practice and the Patient Reference Group worked together to select the survey questions: The patient participation group held a meeting in June to discuss what questions to put in the survey and this was attended by two more admin staff. We decided to ask questions in general and keep the survey as simple as we could and looking at the last year s question of telephone appointments decided to keep this question this year as well to see if there is any improvement or not. The group felt that it was very important to obtain a baseline of the views of patients so that they can develop their work plan around the needs of the patients. Patients were shown some questionnaires from the internet. PPG group felt the need of a questionnaire which is simple, basic and easy to understand like last year. Members were asked if they have any more suggestions regarding adding the question in the survey then please let us know. It was decided to meet again once the questionnaire draft is made to show to the PRG Group. Practice again met the members, shown them the draft and it was approved by them. How our patient survey was undertaken: PPG used basic questions on the survey and agreed that perhaps in further surveys, additional questions could be used. Survey forms were given to patients at the reception desk during September - October 2013. A few were sent through the post. 5
All surveys were anonymous and patients were told to put the filled questionnaire in a sealed box at reception and these together with the postal forms returned were opened and discussed on March 19 th with the patient group. Altogether we got 92 forms from the box at reception and only one returned by post out of 10. The results were put on an excel spread sheet with the help of a PPG member who is good on computers. In general, patients seemed to be satisfied with the practice. Summary of our patient survey results: When patients came to the surgery they were given the questionnaires. Anyone who was willing to fill the form was asked to kindly fill it and put it in the sealed box at reception. Altogether we got 92 forms from the box at reception and one returned by post. Springfield Medical Centre - Patient Questionnaire Results Summary - September 2013 Total Respondants - 93 Q1) Do you find the reception staff helpful? 94.62 YES - 5.38 NO - Q2) Is it easy to get through to someone on the telephone? 84.95 YES - 15.05 NO - 6
Q3) Is it easy to speak to the Doctor or Nurse? 91.40 YES - 8.60 NO - Q4) Do you know you can have a telephone consultation? 48.39 YES - 51.61 NO - Q5) If you need to see a GP urgently, can you normally be seen? 82.80 YES - 17.20 NO - Q6) Are you happy with the opening times? 97.85 YES - 2.15 NO - Q7) Are you happy with the overall appearance of the surgery? 94.62 YES - 5.38 NO - Q8) Name of the Doctor or Nurse you saw 34.41 Dr M 7
Dr Q Dr R Nurse Nurse (no name given) No Answer 18.28 27.96 4.30 4.30 10.75 Q9) Did you feel you were treated with respect & dignity during your visit? 96.77 YES - 3.23 NO - Q10) Thinking about your consultation today: POO R FAIR GOOD VERY GOOD How well did they listen? 3 11 32 47 3.23 11.83 34.41 50.54 How well did they explain the treatment you needed? 4 10 33 46 4.30 10.75 35.48 49.46 The amount of time they spent? 6 18 24 30 6.45 19.35 25.81 32.26 Are you satisfied with your consultation? 5 12 30 46 5.38 12.90 32.26 49.46 Springfield Medical Centre - Patient Questionnaire Comments - September 2013 8
The Nurse was extremely helpful.. More time to spend when dealing with recurring problems. Sometimes can't understand what the Doctor is saying, though I usually understand by the end of the appointment. Always helpful, friendly staff. All my needs are addressed when I visit. I find Dr very insensitive & rude. He never listens to me, & I feel very uncomfortable with having to see him. I'm considering changing surgery ASAP Carry on as usual. I find the surgery very helpful. Reception staff are lovely, but the Doctor was clearly not listening! Dr is a great GP - always helpful, thoughtful & understanding. Please don't leave this surgery! Reception staff are ignorant. They ignore the phone & carry on chatting. Please make the inside & outside door more accessible for the disabled. Reception staff not to keep asking questions when requesting an emergency appointment. TV or radio in the waiting area. 9
For reception to not speak down to people, & not be giggling when patients walk out of the surgery. Never get an appointment, & certain reception staff never want to help - it's just NO! Although I am always diagnosed to satisfaction, I sometimes feel rushed to get out the door. Dr is always very helpful & friendly. What is the point of appointments when they don't stick to them? It might as well be first-come, first-served. Background music to relax. A cold drinks machine for waiting patients. Answer the phone. Smile. It useful(?) when in pain to have a quicker appointment than 5 days (note - almost illegible handwriting) Feels like it is always rushed & not explained right. Very good surgery overall. Analysis of the patient survey and discussion of survey results with the PRG This describes how the patient survey results were analysed and discussed with PRG, how the practice and PRG agreed the improvement areas identified from the patient survey results and how the action plan was developed: How the practice analysed the patient survey results and how these results were discussed with the PRG: The Patient Participation Group met and reviewed the results of the survey on 17 th March 2014 and an 10
action plan made. All members of the Patient Participation Group were invited to discuss the feedback report and to make comments. The results were shown to them and they were given the opportunity to comment. _They were pleased to note that the patient satisfaction was high. Once the results had been collated and put on a spread sheet a meeting was arranged to discuss with the PPG members. The meeting was attended by PM, senior receptionist, medical secretary and GP S The key improvement areas which we agreed with the PRG for inclusion in our action plan were: The survey found that most patients were happy with the practice but some questions needed to be addressed as did some of the comments. Majority of the patients were happy with the receptionists, Nurse, Health Care Assistant and the GP s. It was discussed and agreed that in future, the practice will endeavor to attract more patients into the PPG. It was noted that the practice has many African, Caribbean, mixed black & Polish patients and representatives from these group would be advantageous. -In future we will start using sms from the practice computers to inform patients of blood results or follow up from hospital appointments. At the Patient Participation Group meeting on the 19 th March2014, it was agreed that improvement and changes in services to patient delivered by the practice would be made in the following areas: - Inform patients that if need a telephone consultation can be done, - Use of sms services to be discussed with PPG member and then advertise on website and practice notice board and by reception staff. - PPG members to attend some meetings at different practices nearby to learn more. - PPG members to meet at their own without practice staff for discussion on various topics. 11
- How to educate people not to go to straight to A&E department before trying other alternatives ie. Walk in-centre/pharmacy first/contacting 111 for next year. - CCG Pending work to be carried out this year. We agreed/disagreed about: Nothing we disagreed. ACTION PLAN How the practice worked with the PRG to agree the action plan: The practice and the PPG agreed to continue to work and develop around the needs of the patients. The PPG aims to develop a better service in the practice on behalf of all the patients that are registered with us. A full discussion of the results of the practice survey was held during the Patient Participation Group meeting and that time an action plan was made in the presence of PPRG and agreed by PPRG. We identified that there were the following contractual considerations to the agreed actions: none Copy of agreed action plan is as follows: Priority improvement area Eg: Appointments, car park, waiting room, opening hours Proposed action Responsible person Timescale More members for PPG To have more patients Practice 6 months Date completed (for future use) 12
PRG member to meet again and with more PRG members of other groups or attend a meeting at the other nearby practice if possible views To learn from each other and share the ideas for better patient care team & PPRG members Reeta & PPRG members 6 months Synchronization of repeat drugs Few higher chairs in the waiting room on request of PPG member So that patients do not have to come at different times for their repeat prescriptions For older and disabled patients Doctors & reception staff Dr A R Rao & Lynne 6 months 6 months Define questions 1-5 in patient survey To continue exploring the possibility of patient education centres, plasma screens linked to internet for patients to learn about inhaler techniques etc. from NHS and YouTube sites More eye catching posters for telephone consultations To understand and find out the exact reason of NO. Patient Education PPG members, Mr Hurst and Mr Coupe Dr Mohindra with the help of CCG 6 months 12 months Less attendance at A&E Ann/Lynne 2 months Review of previous year s actions and achievement We have summarised below the actions that were agreed following the patient survey 2012/13 and whether these were successfully completed or are still on-going and (if appropriate) how any have fed into the current year s survey and action plan: You said.. We did The outcome was Previous year action plan discussed The group reviewed the Practice Synchronization of repeat drugs from the previous year and improvement made and decided to continue this year again as an ongoing process. Appointment cards designed by member of PPRG group approved and ordered. 13
Poster displayed in the waiting area for telephone consultations. Group also discussed as there was no change regarding telephone consultations in this year s survey as compared to last year s survey therefore decided to display poster again. Last year PPRG meetings held at the practice it was decided to get CQC/Infection control work done pending from last year. Pending work needs to be done as the PCT builder left and PCT has appointed a new builder recently and hoping to get the pending work done in this financial year. Where there were any disagreements between the practice and the PRG on changes implemented or not implemented from last year s action plan these are detailed below: NONE Publication of this report and our opening hours This is how this report and our practice opening hours have been advertised and circulated: This report is published on the practice website. A copy will also be available on the Patients Participation Groups notice board for all patients to see, this is located in the entrance hall to the waiting room. There will also be a message on the media screen letting patients know there is a report for them to look at. Opening times These are the practice s current opening times (including details of our extended hours arrangements) 14
These are the practice s current opening times (including details of our extended hours arrangements. Opening times of Springfield Medical Centre Appointments can be booked by attending in person, by telephone or speaking to a receptionist. Monday 8.00-18.30 Tuesday 8.00-18.30 6.30-8.00 Extended Hours Wednesday 8.00-18.30 Thursday 8.00 12.30 Friday 8.00-18.30 Where the practice offers extended opening hours please confirm the times that patients can see individual health care professionals? The practice is very flexible in its approach to extended hours. We usually offer the early morning surgery on a Tuesday morning from 6.30 am. However, if this cannot be offered which is the case when one of the GPs is on annual leave, the other GP will offer a very late surgery until 8.00pm 15