Kikrlands Sugery Patient Reference Group Report Progress to Date (March 2014)

PATIENT REFERENCE GROUP REPORT PROGRESS TO DATE(MARCH 2014)

KIRKLANDS SUGERY, 111 COPNOR ROAD, PORTSMOUTH. PO3 5AF TELEPHONE NUMBER 02392 663368

Dear Patients,

This is our third year of our engagement with a representative group of patients to help us identify areas of service provision which are working well and those that we can improve on. By getting patients to be involved in the Representative group we can improve on the communication between the patients and the practice. We are actively encouraging patient to join our group advertising on our PPG board and signing up through the surgery website. We have struggled over the last two years to gain involvement from ethnic backgrounds and decided that the doctors will take the opportunity to ask patients if they would like to be involved with the PPG opportunistically whilst in their consultations. Patient representative sign up forms can be found on the website and you can register your interest at the reception desk during our opening hours. I would like to thank all the members of Kirklands PPG group for attending our meetings, expressing an interest in the ongoing changes and challenges which we face in the future.

Practice Population

< 55 - 1515 - 2525 - 3535 - 4545 - 5555 - 6565 - 7575 - 85 > 85Total

Male228 484 514 524 561 684 369 338 70 543926

Female234 444 472 527 558 621 423 375 220 983972

Total462 928 986 1051 1119 1305 792 713 390 1527898

PPG Profile

< 55 - 1515 - 2525 - 3535 - 4545 - 5555 - 6565 - 7575 - 85 Total

Male 0 0 0 0 1 0 0 1 3 5

Female 0 0 1 2 2 4 2 1 1 13

Total 0 0 1 2 3 4 2 2 4 18

Ethnicity recorded to date:

WhiteMixedAsian or Asian British

% British Group 20.26 % White & Black Caribbean 0.04% Indian 0.47

% British or mixed British 35.24% White & Black African 0.03 % Other Asian 0.07

% Irish 0.11% White & Asian 0.07% Bangladeshi 0.14

Black or Black BritishChinese or other ethnic group

% Caribbean 0.03% Chinese 0.13

% African 0.14% Any Other 0.88

% Male 20.83

% Female 26.62

We started this finical year with the retirement of Dr Mark Glasgow who has been a partner in the practice for over 30 years; Dr Susan James also retired at the end of October after 30 years in the practice we will miss them both. We have now recruited a new partner Dr Zanoon Nazari who studied in Aberdeen before coming to Portsmouth. Lisa Sheppard our triage nurse has increased her hours and is now offering a triage service on a Monday afternoon. Zoe Girdis is our pharmacy prescriber is looking after our health checks and hypertension registers offering appointments every Thursday morning and afternoon these changes have improved our access to doctors appointments.

Agreed areas of priority with the PPG

We held our first PPG meeting on the 14th of August 2013 we asked the PPG what kind of questions the patient survey should have in it this year and what services we provide to them and others, what are the most important issues on which the group think we should consult our patients, key priority areas, clinical care, getting an appointment, reception issues, patient online access, opening hours and times. The PPG were asked if they had any suggestions after our discussion around the above areas.

The suggestions were:

Waiting times
Care from Doctors and Nurses
Missed appointments
Patient online access. Appointment booking and repeat prescriptions
Joining our patient participation group

The PPG members who did not attend the group meeting were also asked to send in any suggestions for the questionnaire.

The feedback was received; thegroup decided on 14 Questions based on the appointment system, qualify and care received during a consultation, online booking, telephone consultations and DNA rates.

Listed below are the questions for our 2013/14 survey:

What timescale do you think is appropriate for a routine appointment?
Would you prefer to be asked to only discuss one problem during your consultation to cut down on the waiting time in the waiting room?
How important is it to be able to book appointments ahead of time?
How important is it to you that you see a specific GP when coming to this practice?
If you need to see a GP urgently, can you normally get seen on the day?
Do you use Telephone consultations?
How good was the last GP you saw at each of the following? Giving you enough time
Listening to you
Explaining test results and treatments
Involving you in decisions about your care
Treating you with care and concern

Would you like to be able to book a routine appointment online?
Have you ever missed an appointment?
Did you phone the surgery to cancel?

A copy of this survey was sent to each member of the PPG for approval. Once agreed copies of the survey were then put on the website, hard copies left out in the waiting room and copies given to patients at the surgery. In total 309 surveys were completed and a summary of the results are as follows:

15% of the patients who completed the survey felt it was appropriate to wait 48hours for a routine appointment, 53% within a week, 26% within two weeks, 5% longer than two week and 3% did not answer the question.
72% of the patients said no they would no like to be asked to only discuss one problem at a time to cut down on the waiting, 25% said yes and 3% did not answer the question.
83% of patients said it was very important to be able to book an appointment ahead of time 14% not important and 3% did not answer the question.
31% of patients who were asked how important it was to see a specific GP thought it very important, 50% said fairly important, 16% not at all important and 3% did not answer the question.
65% of patients who were asked could they get an appointment if needed urgently on day said yes, 15% said no, 17% said they had never needed to and 35 did not answer the question.
26% of patients who were asked did they use telephone consultations said yes, 68% said no, 6% did not answer the question.
69 % of the patients who were asked how good was the GP when giving you enough time during the consultation said very good, 25% said good, 3% said fairly good and 3% did not answer the question.
73% of patient who were asked how good was the GP at listening to you said very good, 22% said good, 3% said fairly and 2% did not answer the question.
64% of patients who were asked how good was the GP explaining test results and treatments said very good 30% said good, 3% said fairly and 3% did not answer the question.
64% of patients who were asked how good was the GP in involving you in decisions about your care said very good, 28% said good, 3% said fairly and 5% did not answer the question.
68% of patients who were asked how good was the GP treating you with care and concern said very good, 22% said good, 3% said fairly and 7% did not answer the question.
57% of patients who were asked would they like to book a routine appointment online said yes 38% said no and 5% did not answer the question.
74% of patient who were asked did they every miss an appointment said no, 22% said yes and 4% did not answer the question.
34% of patient who were asked did they cancel their appointment said yes, 20% said no and 46% did not answer the question.

Are you male or female, 35% male, 62% female and 3% did not answer the question.
What age are you under 16 1%, 17-24 8%, 25-34 11%, 35-44 13%. 45-54 19%, 55-64 16%, 65-74 13%, 75-84 12%, 1% over 84 and 6% did not answer the question.
How often did they visit the practice, regularly 34%, occasionally 40%, 23% very rarely, 3% did not answer the question.

Some of the comments we received were regarding the DNA rates, some people thought that people who did not attend their appointments should pay a fine; others thought that after three DNA’s the patients should be removed from the list.

The PPG group agreed the survey results were most favourable and the meeting on the 29th of January gave the PPG the opportunity to discuss the survey findings and come to an agreement on an action plan for 2014/15. The Practice discussed that they could have a change of clinical system in 2014 and that the following actions would be addressed after installation. The practice has a demonstration of TTP clinical system arranged for the 4th of March 2014.

Advertising Telephone consultations
Online booking of routine appointments
Text reminders to patients (help improve DNA rates)
Actively try to encourage people from ethnic backgrounds to join the group
Request repeat prescriptions from clinical system

Patients can still order prescriptions through the practice website and we are now live with the EPS system which has been launched for a few months and is working well. Lots of patients have nominated a pharmacy and are getting their prescriptions direct from the chemist.

Practice refurbishments

Surgery refurbishments are ongoing. We have replaced the chairs in the upstairs waiting room and GP rooms for easy to clean plastic. A new double glazed front door. Fire guards have been fitted to every consulting and waiting room. Some of the consulting rooms have been repainted and flooring replaced. Defibrillator has now been purchased and is located outside Dr Thornton's room. Quotes for waiting room carpet and re-upholstering the seating area downstairs are being sourced. If you have any suggestions which could help improve the patient experience at Kirklands please put your comments into the suggestions box which is located at the front entrance.

Review of 2012/13 Actions

TV with healthcare information and practice leaflet information has been installed in the waiting room.

Increased reception staff numbers to answer the telephones during the morning surgery.

Telephone encounter. Slots inserted for GP’s and Triage Nurses to phone patients with problems that can be dealt with by a telephone consultation

Changing the appointment release system

DNA rates are advertised monthly to patients via the notice board and looking into the text reminder system through the clinical system

Review of 2012/13 actions

Action 1.

We have now installed the Health Information TV downstairs in the waiting room this gives the patients health information on various Health matters and up to date information on Kirklands opening hours, appointment times and clinic days.

Action 2.

We have increased the number of receptionist who answer the telephone during the morning surgery this has given the patients a better access to appointment booking.

Action 3.

As a result of last years action plan we have now added more telephone consultation to the doctors surgery’s on a Monday these slots are also available on other days of the week. We have also extended our triage nurse system on a Monday afternoon and this has been very successful.

Action 4.

We are now holding some of our appointments back and releasing them up over a three

week period this is helping with the demand and access.

Action 5.

We are regularly advertising our DNA rates by means of posters in the waiting areas, we are reminding patient when booking routine appointments in advance that if the appointment is no longer need please could they phone the surgery and cancel the appointment. We are also writing to a few patients who continually DNA appointments. Unfortunately the rate is still much higher than we would like.

Quality and Outcomes Framework results 2012/13

Our QOF points for our clinical results in 2012/13 were 658.77 out of 669 our total achievement for 2012/13 were 974.53 out of 1000

Kirklands Newsletter

A news letter for the Quarter January to March 14 can be found on the website and hard

copies can be collected from the surgery.

Kirklands surgery registered with the CQC From the 1st of April 2013

The current opening times at Kirklands Surgery are as below:

SURGERY OPENING TIMES

Monday8.30am – 6.30pm

Tuesday8.30am – 6.30pm

Wednesday8.30am – 6.30pm

Thursday8.30am – 6.30pm

Friday8.30am – 6.30pm

TELEPHONE CONTACT: - 02392 663368

Routine Appointment times:

Monday to Friday- 8.30am- 12.00pm -2.00pm-5.30pm

Emergency

Monday to Friday- 8.00am- 8.30am – 12.00pm-2.00pm

5.30pm- 6.30pm

EXTENDED HOURS

Monday – Wednesday6.30pm – 7.15pm

Tuesday 7.30am – 8.00am

ROUTINE

Monday to Friday9.00am-12.15pm - 4.00pm-6.15pm

Emergency appointments are available every morning.

Please telephone between 8.30am-11.00am

TRIAGE NURSE

The triage nurse Lisa Sheppard is available five mornings a week to see patients who have urgent problems.

TELEPHONE TRAIGE

Telephone triage is available to any patient who thinks their problems can be dealt with over the telephone please ask the receptionist for availability.

CLINICS

Antenatal: Tuesday & Wednesday GP - 2.00pm – 3.00pm

Thursday Midwife - 1.30pm – 3.45pm

BABY IMMUNISATION CLINICS

Tuesdays and Thursdays with our practice nurse am and pm appointment s available

STOP SMOKING ADVISOR

Thursday booked appointments only – 13.30 – 15.45