Transcript Slide 1

Practice Survey Findings
2012- 13
Lodge Surgery, Normandy Road, St Albans, Hertfordshire AL3 5NP
Highfield Surgery, 1 Jacob Court, 61 Russet Drive, St Albans, Hertfordshire AL4 0AY
Tel: 01727 853107 Fax: 01727 862657
www.lodgesurgery.co.uk
Objectives of the Presentation
• To update about Patient Reference
Group (PRG) status.
• To share the 2nd Practice Survey process
and findings.
• To share the comments/suggestions
from patients.
• To share the Action Plan 2012-13
Progress.
• To share the Action Plan 2013-14
2
Update on
Patient Reference Group (PRG)
Patient Reference Group (PRG)

As at 31 January 2013, we have 34
patients as our Patient Reference Group
(PRG) members.

Last year, as at 16 January 2012, we had
26 patients as our PRG members
4
Patient Reference Group (PRG) Profile
Sex distribution
53%
47%
Male
Female
5
Patient Reference Group (PRG)
Age group
8
8
7
6
4
1
0
0
0-16
17-24
0
25-34
35-44
45-54
55-64
65-74
75-84
over
85
6
Patient Reference Group (PRG) Ethnic
Background
6%
3%
3%
White British
3%
3%
White Irish
White Other
Black/White
African mixed
Any other mmixed
ethnic group
Indian
82%
Any other ethnic
group
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How often PRG members came to the
Practice?
24%
29%
Regularly
Occasionally
Very Rarely
47%
8
Priority areas identified by Patient Reference
Group (PRG)
19%
11%
Premises and environment
Getting an appointment
30%
Information about the Surgery
Your clinical care
Out of hour care
33%
7%
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Practice Survey 2012-13
The Process
10
Practice Survey 2012-13
The Process
An action plan was developed in order to
conduct the 2nd Practice Survey 2012-13.
A patient survey questionnaire was
developed focusing on ‘Clinical care’, which
was subsequently shared with the Practice’s
Clinical staff and with PRG members.
The survey questionnaire was subsequently
revised and finalised.
11
Practice Survey 2012-13
The Process
The survey was conducted by distributing
paper copies to patients attending the
Practice between 8 -19 October 2012.
In total of 500 paper copy questionnaires
were distributed (350 copies at Lodge and
150 copies at Highfield surgery).
In total 412 patients responded.
The data was analysed during February 2013.
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Practice Survey
Findings
13
Demography: Respondents Sex Distribution
40%
Male
60%
Female
14
Demography: Respondents Age distribution
11%
11%
3%
5%
9%
under 16
8%
17-24
25-34
35-44
45-54
18%
16%
55-64
65-74
75-84
19%
Over 85
15
Demography: Respondents Ethnicity
White British
White Irish
5%
1% 1%
1% 0%
1%
1% 0%
0%
0%
0%
1%
0%
White other
Black/White
Caribbean mixed
Black/white African
mixed
Asian/White mixed
5%
Any other mixed
ethnic group
Indian
Pakistani
Bangladeshi
Chinese
84%
Asian - any other
ethnic group
Black Caribbean
Black African
Black- any other
ethnic group
Respondents as Carers
11%
Yes
No
89%
17
Respondents with chronic illness/disability
32%
Yes
68%
No
18
How did you book today’s appointment?
1%
5%
25%
In person
By phone
Online
69%
Does not apply
19
How easy did you find it to get through to the
Practice by using the phone?
2%
8%
50%
40%
Very easy
Fairly easy
Not very easy
Not at all easy
20
How far in advance did you book this
appointment ?
Same day
9%
21%
43%
1-2 days ahead
3-7 days ahead
20%
7%
7-14 days ahead
More than two weeks in
advance
21
Did you receive a text message to remind you
about today’s appointment?
24%
32%
Yes
No
Does not apply
44%
22
Number of respondents seen by different
doctors and others between 8th-19th Oct 2012
p
a
N t
o i
o e
f n
t
s
160
140
120
100
80
60
40
20
0
151
30
37
7
10
28
48
44
21
18
15
23
How long did you wait to see the doctor today?
1%
8%
26%
24%
Less than 5 minutes
5 - 15 minutes
15 - 30 minutes
More than 30 minutes
Do not know
41%
24
How many times did you see this doctor
before?
5%
23%
This was the first time
45%
Have met him/her 2 - 4
times
Have met him/her 5+
times
27%
Do not know
25
Please give us your feedback about your
consultation today
How was your doctor at :
Very
good
Good
Neither
good
nor poor
Poor
Very
Poor
Does not
apply
Speaking clearly (pronouncing words clearly, not
mumbling, speaking loudly enough for you to hear)
328
53
4
0
1
2
Making you feel at ease? (being friendly, warm,
approachable)
323
57
7
1
1
1
Giving you enough time to explain things in your own
words?
310
65
10
0
2
0
Listening to you by focussing full attention on you and
showing interest in what you were saying regarding your
symptoms?
317
58
8
0
2
4
Examining you sensitively by protecting your modesty
and privacy, explaining what was going to happen?
235
60
6
1
1
79
Explaining tests and treatments to you in a way you could
understand?
274
66
9
0
1
35
Involving you in decisions about your care and
treatment?
261
63
9
0
1
45
Explaining about what would happen next i.e., whether
you needed further appointments, tests, treatment?
283
59
9
1
2
30
26
Please give us your feedback about your
consultation today
100%
90%
22
1
0
4
53
19
1
7
57
21
2
0
10
65
23
2
0
8
58
58
105
80%
1
6
70%
60
1
0
9
66
74
1
0
9
54
2
1
9
59
Does not apply/no
response
63
Very poor
60%
Poor
50%
328
40%
30%
323
310
317
274
235
261
283
Neither good nor poor
20%
10%
Good
0%
Very good
27
Based on the overall consultation, please rate
the doctor’s communication skills
1% 0% 0%
9%
22%
Excellent
Very good
Good
Fair
68%
Poor
Very Poor
28
Do you have confidence in the doctor you saw?
9%
0%
1%
Yes, definitely
Yes, to some extent
No, not at all
Do not know/cannot say
90%
29
Would you recommend this practice to others?
1%
99%
Yes
No
30
Comments and Suggestions
from
Patients
31
Comments From Patients
The Practice
 I have been a user of Lodge surgery
for about 32 years and have always
been satisfied for both my family and
myself with the excellent,
professional, medical staff here and
over the last few years, Highfield as
well. It is an excellent GP practice!
 The phone lines are much better now
and it is easier to get through.
 My family joined your surgery at HF
as it is local to us. However, we hardly
ever get appointments there and
must travel to the Lodge. Today it
took over 25 min by car.
 We hope that the garden/outside
flower beds will be maintained. It
used to be very pretty but is looking a
bit scruffy!
 The whole building feels a lot more
welcoming and fresh due to
refurbishment!
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Comments From Patients
Reception
 Reception staff are very good,
always tries to listen.
 Excellent receptionist!
 The staff members are always
nice and cheerful and helpful too.
 I have been coming to the Lodge
for a long time now and the
receptionists are very welcoming
and friendly.
 I find it very difficult to make
appointments as receptionists ask
lot of questions of which some I
would not like to discuss with
others than the Dr.
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Comments From Patients
Doctors/Nurses
 Dr x is a lovely warm friendly
doctor who explained everything
very clearly and calmly.
 Dr x is a lovely doctor and is very
welcoming and listens-rather
than rushing through the
appointment.
 Nurse x, I have been seen today
has been very helpful as I had
some concerns over the
whooping cough. She took a lot
of time to look in to it for me and
telephoned me with information
and to re-book.
 Dr x has a very informative yet
approachable manner.
 I have some resentment about
other doctors who do not have
communication and empathy
skills.
 Your trainee doctors are not
always well informed.
34
Comments From Patients
Waiting Time
 The waiting time of 45 min was
unacceptable, realise that
emergencies can occur but that
did not happen today?
 An appointment system should
run more to the allotted time for
both the GP and the patient.
 A 30 min wait for a self employed
is frustrating- always likely to be
happening- the challenge of
managing 10 min appointment!
 Waiting time too long.
Appointment time too short!
 It would be helpful to receive an
accurate waiting time on the
screen or know where on the list
you are.
 A rather long wait for a 2 minutes
flu jab!
 Long waiting time to see a
specific doctor.
35
Comments From Patients
Continuity of Care
 It can be difficult to see the same
doctor twice. Often get told to
ring on the day but then with on
day/emergency appointments no
choice of who you see. All doctors
are good so quality of care is
consistent but you can end up
explaining the problem
repeatedly.
 I prefer to see the same doctor if
possible as it saves time
explaining.
 Unless you need an emergency
appointment you could wait
weeks before seeing a specific
doctor. It also seems to be lot of
locum doctors here. It would be
good if you had a regular doctor.
 Some consistency with doctors
would be nice. I seem to see a
different one each time, there is
no continuity or relationship.
36
Suggestions from patients
Appointments
 Make online appointment
booking easier to do. I have tried
and never get to the second page.
 More on the day appointments
for children.
 It would be nice to be told when
checking in if the Dr is running
late.
 Have more late night and
Saturday slots.
 It would be good to be able to
book appointments further
ahead.
37
Suggestions From Patients
Waiting Room
 Returning the toys to the waiting
area would make the wait to see
the doctor more bearable when
waiting with small children.
 A blood pressure monitoring
machine in the waiting room.
 More reading material, less SAGA
mags!!
 A small bookshelf as with a
selection of children’s books in
the waiting room would be nice.
38
Suggestions from patients
Other Issues
 Repeat prescription service
online.
 Telephone call back system needs
to be set with nurses as well (like
doctors).
 Take blood samples on site.
 The front automatic door to have
opening times displayed for
patients.
 Have a board in the reception
area with the GPs and the nurses,
receptionists’ photos with their
names attached so patients can
see who they are speaking with.
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Action Plan 2012-2013 Progress
Action Plan 2012-2013 Progress
Action
Time scale
Progress
Publish Patient Survey Report on Practice Website.
By March 2012
Completed
Share the Patient Survey report with PRG members.
By March 2012
ditto
Share the Patient Survey findings with all staff members .
By April 2012
ditto
Revise practice website information .
By Dec 2012
Revised
Updated information through plasma screen in the waiting room.
ditto
Updated
Revise practice leaflet .
ditto
ditto
Introduce name badges.
ditto
Completed
Agree practice protocol for call handling.
By March 2013
ditto
Appoint additional doctors.
ditto
ditto
Investigate possibilities regarding phlebotomy services.
ditto
This issue will be
reviewed by Herts
Valleys Clinical
Commissioning Group
Refresher training for reception team.
By Dec 2012
Completed
Improve waiting room environment.
ditto
Refurbishment
completed
41
Action Plan 2013-14
Action Plan 2013-2014
Action
Time scale
Share the Practice survey report with PRG members for feedback
By March2013
Share the survey report with GP partners
By March 2013
Publish Patient Survey Report on Practice Website
By March 2013
Share a PowerPoint presentation on the survey findings through TV screen at the
waiting room
By April 2013
Utilise the survey findings for GP appraisals
By December 2013
Share the survey findings with staff members
By April 2013
Complete installation of new clinical computer system
By June 2013
Develop and improve clinical computer system for efficiency and better access
By March 2014
Training of staff on new clinical computer system
By June 2013
Monitor impact of the new clinical computer system based on feedback from staff
members
By March 2014
Encourage patients to book appointments online e.g., issuing a password to new
patients and ensure help to patients facing problems
ditto
Explore and identify best possible ways to inform patients seated in waiting room in
case of any delays to appointment times
By December 2013
Explore and implement ways to effectively manage waiting times
By December 2013
Refresher training for reception team.
By December 2013 43
Action Plan 2013-2014
Action
Implement online repeat prescription requesting
Improve appointment system by revising and exploring
•Booking appointments under the new computer system.
•Availability of appointments by considering the needs of the carers.
•Ways to improve continuity of care.
•Possibilities for patients to book appointments for follow up/chronic cases with the
same doctor.
Time scale
By March 2014
By March 2014
Continue to Improve communication with patients by revising and updating
•Practice website information
•Practice leaflet
•Information through plasma screen in the waiting room
Continuing
Continue to encourage patients to join the PRG
ditto
Continue to encourage 17-24 and over 85 years to join the PRG
ditto
Investigate possibilities regarding the process of electronic prescriptions with local
pharmacies.
By March 2014
44
Thank you !
45