Patient Participation Group 2012-2013 Annual Report

Bentley Medical practice Patient Participation Group 2012-2013 Annual Report

Could we first say a big thank you to all those that have joined our Patient Participation Group and have been instrumental in making suggestions and helping us in moving forward with our plans.

Surgery Staff

The Practice has a compliment of staff including GP,s , Nurse Practitioners, Practice Nurses, Health Care Assistants, A Practice based Pharmacist and Reception and Secretarial Staff. Our Management Team consists of our Practice Manager, Deputy Manager, Office Manager and Nurse Manager. These are a mixture of full and part time staff.

Opening Times

Our opening times are publicised on our website, Practice leaflet and on the front of our building.

Patients and Services

The Practice has a list size of around 5390 patients and offers a full range of acute of chronic disease management. Our clinics are accessed via an appointment system.

Our Patient Participation Group

Our Patient Participation Group or PPG was established in 2011. This is open to any of our Patients and we actively encourage Patients to join. Due to poor response and support to attend meetings we decided to use a virtual forum and this has attracted more participants.

We currently have 26 members.

14-19y 20-40y 41-60y 61+y
Male 1 3 1 4
Female 0 5 4 8
Total 1 8 5 12

 

We are aware that we need to expand the PPG to include males and females of different ages. We need to also continue to encourage current members to participate in surveys and giving their views. We believe that the group is representative of the majority of the Practice population which is white/British but is not representative of the age ranges. We also need to recruit more Patients from Ethnic groups.

Our Practice population is below

0-65y 66-75y 76+ Total % population
Male 2354 288 183 2825 52.4%
Female 2068 259 236 2563 47.6
Total 4422 547 419 5388 100%

 

We publicise the Group via Practice Posters, plasma screens in the waiting area and our Practice website, Prescription messages and Reception staff asking Patients if they were interested and handing out data forms to those that were interested

Our Nurse Practitioners and GPs also invite people to leave their details with Reception so we can contact them

One of our Nurse Practitioners has also spoken to Care Home Managers to see if anyone had an interest

The practice is keen to involve patients in decisions about business development and service expansion and would be keen to encourage new members to join us.

Our action plan for 2011 to 2012 was as detailed below

To attract greater participation in the group and reach a wider range of ages, ethnic minorities and to better reflect the social make up of our registered patients.-ongoing

Develop an action plan to set up future objectives and timescales.-achieved

To collect email addresses for all members where possible to allow easier communication between the group.-ongoing

To develop a plan for the group which reflects the aims and objectives of the group and sets these out in an understandable form-ongoing

Arrange distribution of surveys to improve patient participation and feedback via use of notice boards in surgery and email addresses for group members-ongoing

Review survey results and act upon them alongside the Practice-ongoing

 

Our Nurse Practitioner who currently organises the surveys and feedback emails or writes to Our Group on a regular basis to organise future surveys and ask for ideas for the future. This enable s all members to provide feedback on the findings of our surveys and reach agreement around implementing any changes.

Unfortunately in 2012/2013,we still have a poor response to any surveys and emails we send to the group but we hope to continue growing and encourage the Patients to take over control of this group with input from ourselves.

To date as a result of the PPG input we have rearranged Nurse Practitioner (NP) appointments to include the facility for telephone consultations, raised awareness around the Role of the NP and how to access their appointments.

We are continuing with our current weekend opening hours.

 

Priorities in service provision 2012/2013

Your main priority was our Appointment system

In 2012 you told us that one of the areas we needed to look at was our appointment systems and this has led to the introduction of a Rapid Access Telephone System.

The telephone rapid access system appears to be working well and the majority of people that have used it are happy with it and pleased with the service that they received. Our survey results are available on request but have been shared with our PPG and discussed. I have summarised these below.

From the recent changes that you suggested to our appointment system we received 12 responses to our questionnaire.

Of the 12 responses 100% of you were aware of the new system and 83.3% of people had experience of using the system.

70 % of respondents had found the system very easy to use and 87.5% were happy with the time it had taken for a Clinician to call them back and take some action and the majority received a call back within 2 hours of initially ringing.

88.8% were happy with the outcome of the call and felt that there problems had been handled fully.

 

You also felt that a priority this year is privacy at the reception desk area

We have asked our Reception Manager to put a notice up in the reception area advising patients that if they wish to speak in private to let our staff know and we can arrange to do this. We are also adding this to our message screen on the large TV set.

Unfortunately in the building generally there seems to be a problem with the design of the desk area and lack of privacy. We have highlighted this to the building managers and there appears to be no suitable remedy other than asking staff as above for privacy.

A further priority is the handling of results from laboratory samples

You felt that not enough information is given by the administrative staff when a result has been marled satisfactory by a clinician. In terms of the results, we have spoken about this as a team in recent meetings and the clinicians are all trying to be more specific when commenting on results as we understand that it can cause concern using the word satisfactory.

 

The future service development.

We have emailed our PPG and We have summarised these below. A full copy of the Emails can be requested for information. Once again this communication received a poor response. Only 3 of our PPG responded with any suggestions.

As a practice we have had difficulty recruiting new members to our Patient Group and would be keen for you to give our details to others that you know are registered with the Practice and may be interested in having their voice heard.

We need to ask our Patients what areas they would like us to look at as a Practice and how we are doing so we can work toward improving our services.

We would be grateful for any ideas that you have e.g. waiting times, baby clinics. Asthma clinics and so on. If you can think of anything please let us know then we can prioritise any concerns.

The Surgery wishes to thank the PPG members involved for their participation and we hope to continue strengthening membership to allow a more productive Group.

 

 

1. We have asked our Patient Group in previous surveys   about the use of telephone consultations and at that time 80% of the group   that responded were keen to try it and some had experience of telephone   reviews already. Our new system is called Rapid Access and this ensures that   all requests for an appointment are processed quickly and efficiently by   clinicians ( a Gp or Nurse Practitioner). We changed the appointment system   because evidence has shown that 80% of patient concerns can be dealt with   effectively over the telephone.This allows us to deal with as many of a   patients concerns on the same day as possible. Are you aware that this new   system was in place?

answered question

12

skipped question

0

 

Response
Percent

Response
Count

yes

100.0%

12

no

0.0%

0

2. If you were aware, have you had any experience of   using the system?

answered question

12

skipped question

0

 

Response
Percent

Response
Count

yes

83.3%

10

no

16.7%

2

unsure

0.0%

0

3. If you have used the service how easy did you find   it to use?

answered question

10

skipped question

2

 

Response
Percent

Response
Count

very easy

70.0%

7

easy

20.0%

2

not very easy

10.0%

1

Other   (please specify)

0

4. Did you find that the time taken to reply to your   call was within an acceptable time?

answered question

8

skipped question

4

 

Response
Percent

Response
Count

yes

87.5%

7

no

12.5%

1

unsure

0.0%

0

Other   (please specify)

1

5. how long did it take for a clinician to return your   call?

answered question

8

skipped question

4

 

Response
Percent

Response
Count

within 1 hour

50.0%

4

within 2 hours

37.5%

3

within 3 hours

12.5%

1

Other   (please specify)

2

6. Did you have any problems with the telephone call?

answered question

10

skipped question

2

 

Response
Percent

Response
Count

yes

10.0%

1

no

90.0%

9

Other   (please specify)

1

7. Where you offered an appointment to come in to   surgery to be seen due to the call?

answered question

10

skipped question

2

 

Response
Percent

Response
Count

yes

70.0%

7

no

30.0%

3

Other   (please specify)

1

8. How happy did you feel that your problems had been   handled fully by the clinician?

answered question

9

skipped question

3

 

Response
Percent

Response
Count

Very happy

44.4%

4

somewhat happy

22.2%

2

neither happy or unhappy

22.2%

2

somewhat unhappy

11.1%

1

very unhappy

0.0%

0

Other   (please specify)

2

9. Did the telephone call result in you getting a   prescription?

answered question

10

skipped question

2

 

Response
Percent

Response
Count

yes

70.0%

7

no

30.0%

3

10. If we arranged for the medication to be delivered   by a Pharmacy did you receive the medication promptly?

answered question

4

skipped question

8

 

Response
Percent

Response
Count

yes

100.0%

4

no

0.0%

0

Other   (please specify)

2

 

The results of the surveys and emails were sent to the PPG for discussion and comments.

Once again we thank all that have participated in the PPG and we hope for a more productive future for the Group with the hope of commencing actual meetings.

A copy of this report will be shared with our Primary Care Trust in compliance with DES (direct enhanced service) Patient Participation