2014-2015 Patient Participation Enhanced Report Dr Shantir S Practice

Waltham Forest Area Team

2014/15 Patient Participation Enhanced Service Report

1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG)

Detail the gender mix of practice population and PPG:

Detail the ethnic background of your practice population and PPG:

• Dr. D. Shantir (Principal General Practitioner)

• Admin Staff including BakhtawarBibiIramMughal.

• Mrs. A. Shantir (Practice Manager)

• David Cook (Website Administrator)

• Mr. Leonard Sweet
• Mrs. Doreen Sweet
• Mr. Patrick Moss
• Mrs. Maureen Moss
• Mr. Norman Blackwood
• Mr. Mia Gitay

• Mr. Roger Drapper
• Mr. Charles Chute

• Mr. Gilbert Horsman
• Mrs. Maureen Horsman
• Mr. ZahoorHussain
• Mrs. Nisa Hussain
• Mr. Everett Peters
• Mrs. GalyaGeorgieva
• Mrs. Wendy Peart

• Mrs. Tina Wood
• Mr. Roy Chandler
• Mrs. Betty Chandler
• Mr. Zahid Ali
• Miss. NaseemChaudhury

1. Presentation of Patient Questionnaire Results 2014/2015

1. New changes within the practice

• New Salaried General Practitioner.
• Advert for a nurse practitioner.
• The new IT system Emis Web

1. Introduction of new services within the practice

• Electronic prescribing.
• Patients Summary Care Records.
• Patient Access such as booking online appointment, requesting repeat prescriptions, viewing personal medical history and records etc

1. The possibility of expansion & adding new consulting rooms

• The other practice in the centre is moving to another address.
• If this happens then we need more doctors hours & possibly employing another salaried General Practitioner & more nursing hours.
• Expansion on other services such as Spirometry, Smoking Cessation Advice, Intra-Uterine Devices Service for birth control etc

1. Discuss strong & weak points in our service such as telephone music to be changed.

1. Review of patient feedback

• The use of physical and web-based questionnaires via the reception and clerical staff of the practice and Survey Monkey.
• Viewing our page on NHS Choices and responding to patient’s comments.

• Were handed out and completed by patients either before or after an appointment
• Were posted and emailed to house-bound patients
• Sent via patient e-mail addresses
• Were completed online via the use of Survey Monkey

1. Action plan priority areas and implementation

• 1 designated for faxes and communication with other health organisations
• 3 lines for communicating with patients

• Online, patients are requested to complete and return a registration letter.
• Contacting the practice directly, via the telephone lines, our telephone lines will now be open the whole day except 12:30pm – 2pm as above.

• Because of the workload that that the receptionists are under when it comes to answering telephones, for example telephone bookings, we have introduced the online appointment booking system, this should take some pressure of our receptionists.
• The link to this service is advertised both on the practice website and in our reception and waiting room our telephone lines will now be open the whole day directly except 12:30pm – 2pm as above, where patients can contact the surgery via our out of hours service.

Progress on previous years

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

WEBSITE LINKS

• Dr Shantir’s Practice -
• Dr Shantir’s Practice Documents library -
• Online Appointment -
• Survey Monkey Questionnaire -
• Report 2011 – 2014 -

1. PPG Sign Off

1. How has the practice engaged with the PPG:

1. How has the practice made efforts to engage with seldom heard groups in the practice population?

1. Has the practice received patient and carer feedback from a variety of sources?

1. Was the PPG involved in the agreement of priority areas and the resulting action plan?

1. How has the service offered to patients and carers improved as a result of the implementation of the action plan?

• Patients have been made aware of changes online and in our reception and waiting room areas.
• From recent history, patients have shown concerns with residential parking restriction. As a result of the previous meeting, a letterwas sent out.
• From the survey and meeting, patients have requested that the practice extend their opening hours to include those who work late and can’t attend appointments during working hours (9am-5pm), therefore hours were extend on Mondays till

• Patients found that the telephone lines were busy at times and requested that the lines had to be extended therefore lines will be open from 2pm – 6pm (for details see priority area 3). We have 3 lines constantly on the go, therefore we have introduced online booking appointments to assist with patient access and ease the workload of the receptionists.

1. Do you have any other comments about the PPG or practice in relation to this area of work?

APPENDIX 1 – SURVEY QUESTIONS AND ANSWERS

1. When did you last attend your GP surgery?

• The majority of the patients (80%) who participated in the survey said that they had attended appointments at the surgery in less than 6 months.

• 10% of the patients attended appointments between 6-12 months.

• 10% of the patients attended appointments in more than 12 months.

1. In the past 6 months how easy have you found the following;

1. Getting through to the surgery via telephone?

1. Getting an appointment with your preferred GP?

• 40% of our patients found it very easy to get an appointment with their preferred GP, followed by 30% who found it fairly easy.

• 21% found it was a good experience.

• 9% reported it wasn’t easy to make an appointment with their favourite GP, a decrease of 7% from 2013-2104 (17%).

1. Speaking to a doctor on the telephone?

• 35% found the telephone consultations with the doctors to be excellent, a decrease of 8% from 2014-2014.

• 38% rated it a good experience, an increase of 2% and 27% said it is fairly easy to speak to a doctor on the telephone, an increase of 13%.

• However, 5% reported that it was it was a poor experience of trying to reach their favourite GP via the telephone

1. How helpful do you find the receptionists?

1. How long after your appointment time do you normally wait to be seen?

1. How do you rate the level of care that you have received from the nurses?

• Out of the four choices a huge number of patients voted the level of care received to be excellent was 51%.

• While 38% percent believe it to be a good service of care.

• 7% rated the care obtained from the nurses to be a fair service of care.

• 4% of the total patient population rated the service of care it as being poor.

1. How do you rate the level of care that you received from the GP’s?

• Out of the four choices a huge number of patients voted the level of care received to be excellent was 58%.

• While 28% percent believe it to be a good service of care.

• 10% rated the care obtained from the nurses to be a fair service of care.

• 5% of the total patient population rated the service of care it as being poor.

1. Would you recommend your GP surgery to someone who has just moved to you area?

APPENDIX 2 – WEBSITE DOCUMENTS LIBRARY