Staverton Surgery E84080 Patient Participation DES 2011-12

Staverton Surgery E84080 Patient Participation DES 2011-12

Report on Patient participation activity during 2011-12

Staverton Surgery is based in Brondesbury Park Ward.We have 7400 patients who are cared for by our team of doctors, nurses and support staff. Our population is varied and reflects the make up of the Brent population. The area we serve has some low deprivation; lots of multi occupancy dwellings; with some pockets of affluence. Our practice turnover is approximately 22% which makes for a very high workload. We cover an area approximately a mile radius of the surgery.

Patient participation Group

Patient Participation Group (PPG) meetings are held every three months. Dates arepre-planned for the whole year and are published on our website as well as on our patient participation notice board and emailed/posted to registered patients who currently or previously attended our PPG. The information is also available at reception. These meetings are supported by the practice and attended by at least one GP and Practice Manager. The group has a rolling chair arrangement and the agenda is set by the chair with support from the Practice Manager. Dates for 2011/12 are detailed below

Meeting dates

11thApril 2011 / 11thJuly 2011 / 10thOctober 2011 / 9thJanuary 2012

16th April 2012

9th July 2012

8th October 2012

Members of this group also attend the quarterly

Kilburn GP Commissioning Patient Group

Ethnicity and age breakdown of our patients

We have reviewed our ethnicity and age breakdown for the surgery which shows that we have ethnicity data for 70% of our patients. This data has been recorded using 2001 census codes.

The age breakdown of our practice below shows that 19% of patients are 16 or under, 52% are aged between 17 and 44, 20% between 45 and 64and 9% being over the age of 65.

Our patient group has members mainly from the two older age groups so they could not be said to be fully representative but they have supported the surgery consistently over many years and have been instrumental in feeding back very constructive suggestions for improvements in our services. We appreciate very much their long standing commitment and support for the surgery.

We agreed with them that the priority for the year should be to broaden patient engagement and address issues with the appointment system. Additionally we would review survey outcomes when they became available and decide on any further actions.

Setting priorities and actions

In discussion with our patient group, with input from last year’s national survey and from our internal survey three areas of priority were agreed.

1. Broadening engagement

We have over many years tried various ways to increase attendance and broaden the range of people attending our PPG with only limited success. We discussed this issue with our patient group in January 2011 and the survey questions were agreed. The survey (appendix 1) specifically targeted at broadening patient engagement was undertaken last summer over a four week period. The results of this survey were reviewed by our patient group at their October meeting.

They were disappointed that the return rate was low at 30.5%. However we did receive 215 completed questionnaires.Only a small number returning the survey who said they either; would be interested or would like information sent to themgave their contact details.

Age, sex and ethnicity of patients completing the survey. There was a limited response to this part of the questionnaire

Ethnicity breakdown was as follows:

British/Brazilian/Polish/AngloIndian/British/European/BlackAfrican /Swiss/Chinese/Guyanese/English/Arabic/Portuguese/Malaysian /Lebanese/ Canadian

Alternate ways of engagement

To engage with a wider range of patients when proposing services changes we have specifically targeted users of that service by asking those attending over a period of time. This had worked well for moving our child health clinic to an appointment service rather than walk in. The method we used was to go into the waiting room during the clinic and with their permission have an informal discussion on pros and cons of the existing service, which elements were important to them and where services could be improved. The service was then changed and has been running successfully since then. This approach worked extremely well as these parents confirmed they would not have the time to attend patient group meetings during the day or evenings because of child caring responsibilities. This approach also meant we were able to engage with our population across the whole spectrum of age and ethnicity.

We undertook the same methodology when we were responding to patient requests and concerns regarding our phlebotomy service. We were providing a walk in service daily between eight thirty and nine. We undertook discussions with all patients attending the clinic over a six week period (and had notices in the waiting rooms). Following their feedback we have now moved it to an appointment service which runs for one and a half hours per day. The feedback since the service changed from patients has been excellent. This is by far the most popular service we provide.

Our website went live in August 2012 has proved very popular with patients with over 14,000 hits recorded in the last six months. Information about all our services and access details are available as well as health promotion advice and links to other services and sources of information. We have several on-line services including repeat prescriptions; on-line appointments;up-dating health records and contact details; cancel appointments and subscribing to our newsletter.

Additionally we have made available the General Practice Assessment Questionnaire (GPAQ) on our website for patients to complete. During the course of the year we have extended the range of services available on the website which allows patients to communicate and share their views with us via the website.

1. Improve the appointment system:

This was a joint decision that recognised that there was too much emphasis on “see on the day services” which had impacted in a negative way on patient’s ability to book in advance within a reasonable time with their doctor of choice. Patients were commenting that they had difficulty getting appointments with their doctor of choice. We had noticed that patients were seeing several different doctors for the same condition which was obviously not ideal. Additionally we were seeing a lot of patients with self limiting conditions; the way we were operating didn’t encourage patients to consider self care.

The change we proposed was to book all appointments up to four weeks in advance. We would have telephone consultations every day. We would have emergency slots for urgent same day conditions. The requests for urgent same day appointments would be triaged by the duty doctor and we had appointments reserved for the duty doctor to use. This service change was agreed by our patient group; was advertised in the surgery, in our newsletter and on the website. The change took place in May 2011 and has been monitored on a daily basis to ensure we have appointments available for pre booking within two days or we add additional appointments. Patient’s comments have been very positive in the main though there have been a few negative comments, which we have addressed by explaining why we changed the appointment system. At staff appraisals all our reception team commented that it had been very successful and well received by the vast majority of patients of all ages. We were not required to notify this change to the PCT.

Appointments on line:This service had been requested by members of the patient group and informally by patients as they made appointments. We had one formal request in writing for this service to be provided. There was some concern in the practice about whether this would lead to a demand we were not prepared for. To address this we reviewed the PCT wide access survey and looked at data supplied by other practices providing on-line booking as to the uptake of this service. The numbers showed a gradual increase in numbers but no sudden influx that would cause sudden problems with the appointment availability. This service was added to the website in July 2011; to date 257 patients have registered to use the service. We were not required to notify this change to the PCT.

1. Surgery Improvements

Improve the lighting, flooring and seating in the waiting rooms. We reviewed our National patient survey resultswith our patient group at our October meeting together with informal feedback made by patients and agreed that the lighting in the waiting room was not bright enough; that the waiting room and hall floors while clean looked past their best. It was also mentioned that the chairs while serviceable were not very comfortable. We informed the group that there was an opportunity to apply for a small amount of funding for premises improvements from the PCT. We jointly agreed with our patient group that these would be ideal items for the application. The practice applied for this funding in October2011. We have been informed verbally by the PCT that this funding has been approved but are waiting for written confirmation. We are expecting the refurbishment to be starting in April 2012.

Patient surveys

In addition to the surveys mentioned above we also commissioned an Improving Practice Questionnaire (IPQ) (appendix 2) which was completed by 310 patients during Jan and February 2012. This nationally recognised survey is evaluated independently by CFEP UK Surveys Ltd. The outcomes of this further survey have been circulated to subscribers and displayed in the waiting room on the patient group notice board and is summarised at the end of this report. The patient Group will review the outcome during their April meeting. This will form the basis for our 2012/13 action plans.

1. Appointment system
2. Appointments on line
3. Premises improvements

Widening Patient Engagement Questionnaire: Appendix 1

QUESTIONS FOR PATIENT FEEDBACK

The Practice has a patient representative group, The Staverton Patient Participation Group (PPG), which meets every three months on Monday evenings to discuss areas of concern for patients and how they can influence any changes to patient services in the Practice and the wider NHS. We would like your views about how to involve more patients.

1. Do you know of the Staverton Patient Group?Yes □No □
2. Have you been approached by any of the members of the group or our staff for your views about the services at the Practice? Yes □ No □
3. Would you find it helpful to channel your comments through the PPG? Yes □ No □
4. Do you visit the Surgery regularly? Yes □ No □
5. Have you seen information about changes to services at the Surgery? Yes □ No □

If yes how did you receive information?

………………………………………………………………………………..

1. Are you happy about the way information is made available to patients? Yes □ No□

If no, how could it be made available in the future?

………………………………………………………………………………….

1. Would you like to know more about the group?Yes □No □

If yes please complete form and hand to reception

1. Would you like to become a member?Yes □ No □

If yes please complete form and hand to reception

1. Would you be happy to participate in group discussions/surveys on the website? Yes□ No□

If yes please complete form and hand to reception

1. Would you attend if the meetings were held at different times? Yes□ No □

If yes, which times?

…………………………………………………………

Any other comments;

Thank you for taking the time to fill this in.

PATIENT PARTICIPATION GROUP

Please print

NAME: ......

ADDRESS: ……………………………………………………………………………………………………………………………………………………………

......

TELEPHONE NUMBER:

HOME: ……………………………………………………………………MOBILE: ……………………………………………………………………..

E-MAIL ADDRESS: ……………………………………………………………………………………………………………………………………………….

I AM INTERESTED IN KNOWING MORE ABOUT THIS GROUP. YES □NO □

I WOULD LIKE TO BECOME A MEMBER OF THIS GROUP. YES □ NO □

I WOULD BE HAPPY TO PARTICIPATE IN GROUP DISCUSSIONS/SURVEYS ON THE WEBSITE. YES □ NO □

TO HELP IN ENSURING WE ARE INVOLVING A REPRESENTATIVE GROUP OF PATIENTS IT WOULD BE HELPFUL IF YOU COULD TICK ANY OF THE FOLLOWING BOXES THAT APPLY TO YOU.

ARE YOU:

MALE □ FEMALE □

AGE 16-24 □ 25-34 □35-44 □45-54□ 55-64□ 65-74 □ 75 + □

DISABLED □ CARER □

ETHNICITY (Please state): ……………………………

Any other comments:

Thank you for taking the time to fill this in.

Improving Practice Questionnaire: Summarised Outcome

Improvi12

Staverton Surgery

{IPQ - Staverton Surgery - 31943 - Poster}

Completed on 08 March 2012

Surveys Completed: 310

Practice List Size: 7350

Staverton Surgery

51 Staverton Road

Willesden

LONDON

NW2 5HA

Certificate of Completion

Improving Practice Questionnaire

Michael Greco

Director

This is to certify that Staverton Surgery

has completed the Improving Practice Questionnaire

Thank you to all patients who participated in this survey.

By letting the practice know your views, positive changes can be made for the benefit of all patients. this survey

Report prepared by Jenny Poole- Practice Manager Staverton Surgery: March 2012