Henry Moore Clinic and Fryston Road Surgery

HENRY MOORE CLINIC AND FRYSTON ROAD SURGERY

PATIENT REFERENCE GROUP

SUMMARY REPORT 2014/15

PRACTICE PROFILE

The Henry Moore Clinic and Fryston Road surgery is one of 5 practices in the Castleford area. It has a practice population of over 10300 patients. There are approximately 7300 patients registered at the Henry Moore Clinic and 3000 at the Fryston Road Surgery. This reflects a rise of over 300 newly registered patients within the last year.

The Practice has an established group which has been together for over a year, it has a Chair and the Practice Manage takes the minutes. Terms of Reference were set at the outset and the group meets regularly. Members of the practice are invited to attend the meetings. All the meetings are attended by the Practice Manager and on occasions a GP or other staff member will attend.

Meeting Dates for 2014/15

• 3 June 2014
• 12 August 2014
• 30 September 2014
• 4 November 2014
• 4 December 2014
• 27 January 2015
• 27 February 2015

NEXT MEETING 14 APRIL 2015 – 2PM – THE HENRY MOORE CLINIC- PLEASE COME ALONG

PROFILE OF THE GROUP

The group has 11 regular members (including the Practice Manager) and it is continually attempting to recruit a more reflective practice population membership than already exists.

PRACTICE AGE-MALE –FEMALE PROFILE

The practice split for male, female patient is50.2% female and 49.8% male. This is also reflected in the group with a 50/50 split of male and female attendees.

The group is predominantly of the older age ranges and this has not changed since the last report despite several attempts to recruit a wider age range. This will once again be one of the focuses for the group for the coming year.

The practice has 99% ethnicity recorded. Of the ethnicity recorded,approximately 99% of those recorded is recorded as White British/British or mixed British ethnicity. The PRG has no representatives from any ethnic group other than White British. This is in part reflective of the practice population but recruitment for all ages and ethnicities are ongoing.

Practice Ethnicity Profile

Friends and Family Test Survey

Since December 2014 the practice has been conducting the Friends and Family Test Survey. These surveys are distributed by the following means:

• Surveys in the waiting area
• Surveys at Reception
• Provided by GP’s, Nurses and HCA’s
• Attached to Prescriptions

The survey consists of two simple components the first being a question:

‘How likely are you to recommend our GP surgery to friends and family if they need similar care or treatment?’

• Extremely Likely
• Likely
• Neither Likely or Unlikely
• Extremely Unlikely
• Don’t Know

The second component is asking for one thing about your care or treatment you would change to improve your experience.

The responses that have been analysed up to the middle of March and the percentages shown below:

• 74% are extremely likely to recommend us to their friends and family
• 17% are likely to recommend us to their friends and family
• 6% are Neither Likely, or unlikely to recommend us to friends and family
• 4% are extremely unlikely to recommend us to friends and family

The PPG feels this is a true reflection of the practice opinion and on the whole the results are very positive but the practice and the group does recognise the valid comments made by patients.

These comments focused on the lack of appointments, telephone access etc and this was expected as the practice has been under pressure with staffing levels over the last year. However we are taking measure to address this situation.

On the whole the feedback from the survey was very positive and the majority of patients gave very encouraging views on the practice.

ACTION PLANS 2015/16

Recruitment to the PRG

The group have attempted to recruit more members over the past year by interacting with patients using various methods.

Progress to date

Members of the group attended the surgery at both sites during clinic times chatted to patients about the group in order to try and attract more members. They discussed the role of group, frequency and times of meeting and explained the opportunities of being able to assist the practice with future decision making around patient care.

Action

Recruitment posters will be posted on the website, on the internal notice boards and verbal invite to attend by GP’s and staff during the patient visit to the surgery. This will continue to be a priority into the next year. Discussions will be ongoing as to whether another face to face drive in the waiting areas is productive.

TELEPHONY ISSUES

This once again is a priority for this year as the demand has increased at a steady rate which the table below for the months December 14 to February 15 reflects. The group has discussed and reviewed methods of addressing this situation from their part and discussed actions the Practice could implement.

Progressto date

Telephone Lines

The new telephone system was installed and now provides more lines both in and out the surgeries. This has made some improvement but due to lack of staff and volume of callsthe practice is still weighted with demand.

Signposting

It was a group decisions that other methods of contact to the surgery should be more utilised, in particular the online access. This provides patients with a method of booking appointments and ordering repeat prescriptions without the need of a telephone call or visit to the surgery. The website found on also provides opening/closing times, holiday closures, clinics available and staff information.

The group have been very proactive in this situation, and one member of the group very kindly donated their spare time attend the surgeries at both sites and discuss with patients the other methods available for contact to the surgery. These visits by the PPG member were in December 2014 and during this period he spent many hours talking to patients about the online services and how this would save, sometimes a long wait on the telephone. Prior to these visits the practice ran an audit and found that only 11% of their patients had signed up for online access. However when the audit was run again in January this figure increased to 12.5% - this equated to an actual rise of an extra 149 patients, which was very successful.

The group also recognised that all local pharmacies offered a prescription ordering, collecting and also a delivery service. They decided that promoting this service on behalf of the pharmacies may also reduce the demand on the telephone system. The pharmacies were contacted and asked if they would like to display and provide their leaflets on the services they offered. The pharmacies did not manage to provide the information however the member did relay the services they offered to the patients.

Action

To promote the online services using

• Website Information
• Leaflets attached to repeat prescriptions
• Notice Boards within the Practice
• Face to Face discussion with patients from staff member

The group will discuss whether another PPG promotion in the waiting area would be useful.

Building Capacity and Staffing Issues

The Practice and the PPG recognise that both building capacity and staffing levels contribute to the high demand on the service. Whilst we do have two sites it was recognised that it can be difficult for patients to access our Branch site at Fryston Road.

The present building for The Henry Moore Clinic has limited space and therefore does not lend itself to increasing staff beyond certain levels.

Progress with Staff

GP

After over six months of advertising the Practice has recruited an experienced GP who will be starting with the Practice in May and we are hopeful this will go some way to ease the demand.

Admin

One of our very experienced members of staff retired after 32 years of service to the Practice. When recruiting began it was decided not only to replace our retired member but to also make another post available. This has only been possible with a major shift round of desks due to size restrictions.

The PPG were also told that the Practice is going to take part in drive by the Skills Exchange and we have recruited an Apprentice who will start full time with the Practice in April.

Action

The practice have recruited one experienced administrative member but in the process of interviewing for the second who hopefully will be appointed shortly.

Building Progress

The PPG recognised that the current building is not fit for expansion and that it does limit the practice in the number of staff it employed. After many discussions the group felt it would like to support the practice in pursuing the option of having a new build. In light of this one member of the PPG drafted a letter to Ms Yvette Cooper, MP outlining their thoughts as a PPG and the need for the practice to expand. The letter was agreed and signed off by members of the group and consequently following this Ms Cooper MP did provide us with a contact in the council Mr Tony Wallis to attend our meeting and discuss the needs of the Practice and community.

Shortly after the meeting NHS England requested GP practice to place a bid for either improvements or new builds. The Practice has placed a bid which was viewed by members of the PPG for their approval. The PPG are also aware that if the Practice is successful they will be consulted on the plans.

Progress on Previous Years Plans

The plans of the PPG and the Practice for the year previous were:

• Recruitment
• Telephony
• Staff

As you can see there has been a very good measure of success in all of these areas and still it is recognised that these are works in progress with some way to go. With that mind the group will continue to work on this into the coming year.

CONFIRMATION OF OPENING TIMES

The surgery is open Monday to Friday at the following times and reception is open throughout this time:

Telephone calls to the surgery can be made from 8am – 6pm throughout the day. Calls made on the half days are automatically directed to the open site.

Prescription requests can be made from 11am – 3pm but patients can leave prescriptions in the box, at reception throughout the day and also these can be ordered 24 hours a day online.

Summary

The practice would like to thank all the patients who have participated in the group not only with their work in promoting the other routes available but also for their support and help in seeking a new built. A special thanks to those members who gave up their free time.

THE HENRY MOORE CLINIC PARTNERSHIP

• Dr MJR Blackamore
• Dr J Blackamore
• Dr NAM Williams
• Dr R Simmons