Transcript Patient Involvement Group

Patient Involvement Group
November 2011
Agenda!
Welcome and Introductions
2. What do we want from today’s meeting?
3. Prescriptions
4. Opening up
5. How can we grow your group? (look at other PRG’s across
the country and see what they are doing!)
6. Update on Flu Season.
7. Update on Medical Student Education in the practice.
8. Any thoughts on the Practice Leaflet.
9. Update on “DNA’s” across the practice.
10. The Patient Survey 2010-2011 – your thoughts on
questions for our next survey.
11. Any Other Business?
12. Next steps – scheduling our next meeting
1.
Ground rules
 This meeting is NOT a forum for individual







complaints or personal issues.
We advocate open and honest communication and
challenge between individuals
We will be flexible, listen, ask for help and support
each other
We will demonstrate a commitment to delivering
results, as a group
Silence indicates agreement – please speak up!
All views are valid and will be listened to
No phones please or other disruptions
We will start and finish on time and stick to the
agenda
How can we grow?
 How can we further advertise the group in the





community?
Can we advertise it in our practice booklet?
Examples of other groups:
http://www.gpsbillericayhealthcentre.co.uk/ppg.htm
http://www.monkseatonmedical.co.uk/index.php/p
atient-reference-group.html
http://www.hbgp.co.uk/ppi.asp
 Top tips from other groups!
 http://www.napp.org.uk/napp-projects/ppg-case-
studies/
Flu Update
 Last time we met we told you we had vaccinated
100 patients in the first clinic
 We’ve now vaccinated 1090 patients and have
around 400 vaccines left!
Medical Students
 We’re full to the brim with both medical and nursing
students in the practice. Currently we have:
 4 medical students in their 5th year of training
 1 medical student in his 3rd year of training
 4 medical students in their 2nd year of training
 3 nurses in their second year of training
 And we will shortly have both paramedic students
and pharmacy students joining us too!
Attendance updates
 When patients do not turn up to their appointments
at hospital or at the GP Surgery it is called a “DNA”.
Which means “Did Not Attend”
 October 2011 – 54 hours worth of DNAs
 October 2010 – 56 hours worth of DNAs
 Still incredibly high – but its moving in the right
direction! We hope this is due to texting patients
Attendance updates
 As you know we put up posters advertising how patient patients have DNA’d
their appointment. We thought it had a good chance of working but came
across a research study that stated…
 “drawing attention to the frequency of unwanted behaviours often
'normalises' such behaviour and results in a subsequent increase in its
incidence. Secondly, these signs target the wrong patients because they will
only be viewed by those who actually attend their appointments.”
 So basically its better to put up signs that say “90% of appointments were
attended”, rather than saying “one in every ten patients doesn’t turn up”
 One GP practice adopted this method of putting up the number of
appointments that were attended and their DNA’s reduced by a third over a
12month period!
 Should we change our signs to champion those who do attend? Which
method do you find most effective?
Our Patient Survey
 The Patient Survey is a national questionnaire
sent out to patients at each GP Surgery around
the country.
 A percentage of patients are selected from each
practice and an analysis sheet is created based
on their answers.
 If practices get top results from the patient
survey then they get an accolade from the PCT
for quality services
How do you normally book your appointments to see a doctor or
nurse at your GP surgery or health centre?
%
N
In person
24
69
By phone
91
258
By fax machine
*
*
Online
*
*
Digital TV
*
*
Doesn't apply
*
*
Total
283
In the past 6 months, how easy have you found the following: Getting through on the
phone
%
N
Haven't tried
9
23
Very easy
41
110
Fairly easy
42
113
Not very easy
5
14
Not at all easy
*
*
Don't know
*
*
Total
269
In the past 6 months, how easy have you found the following: Speaking to a doctor on the
phone
%
N
Haven't tried
45
108
Very easy
10
23
Fairly easy
11
26
Not very easy
10
25
Not at all easy
15
37
Don't know
10
23
Total
242
In the past 6 months, how easy have you found the following: Speaking to a nurse on the
phone
%
N
Haven't tried
23
59
Very easy
30
76
Fairly easy
31
78
Not very easy
8
20
Not at all easy
*
*
Don't know
4
10
Total
252
In the past 6 months, how easy have you found the following: Getting test results on the
phone
%
N
Haven't tried
36
88
Very easy
18
45
Fairly easy
16
38
Not very easy
7
17
Not at all easy
9
23
Don't know
14
33
Total
244
If you couldn't be seen within the next 2 weekdays the GP surgery or health
centre was open, why was that?
%
N
70
30
Time didn't suit me
*
*
I didn't want to see that doctor
*
*
35
15
Appointment was at a different branch
*
*
Another reason
*
*
Can't remember
*
*
No appointments
I could have seen a nurse but I wanted to see a doctor
Total
43
Last time you tried to, were you able to get an appointment with a
doctor more than 2 full weekdays in advance?
%
N
Yes
66
65
No
31
30
*
*
Can't remember
Total
98
In the reception area, can other patients overhear what you say to the
receptionist?
%
N
Yes, but I don't mind
57
159
Yes, and I am not happy about it
33
92
No, other patients can't overhear
5
13
Don't know
6
16
Total
280
How helpful do you find the receptionists at your GP surgery
or health centre?
%
N
Very helpful
55
153
Fairly helpful
38
106
Not very helpful
4
10
Not at all helpful
*
*
Total
277
What next?
•When will our next meeting be?
•We will send you (either by post or by
email) a copy of the meeting minutes
•Prior to us publishing the survey we will
share the draft with you all and ask for your
amendments.
•When we meet again we will share the
patient feedback and start a plan of action!