Patient Representative Group

PPG 2014/2015 REPORT

 

Standard Reporting Template

London Region [North Central & East/North West/South London] Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: The Crouch Hall Road Surgery

Practice Code: F85069

Signed on behalf of practice: Maggie Maciejczek Practice Manager

Date: 25.03.2015

Signed on behalf of PPG:  Ms Shirley Teece – Chair

Date: 25.03.2015

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

 

Does the Practice have a PPG? YES

Method of engagement with PPG:

Face to face

E-mail

Telephone

Number of members of PPG: 33

 

Detail the gender mix of practice population and PPG:

 

% Male Female
Practice 0.28 0.63
PRG 9 24

 

Practice List

Age      Males              Females

00-09    398 = 12.25%                413 = 10.90

10-19    333 = 10.25%                 319 = 8.42

20-29    399 = 12.28%                 503 = 13.28

30-39    671 = 20.66%                 794 = 20.96

40-49    581 = 17.89%                 650 = 17.15

50-59    446 = 13.73%                 540 = 14.24

60-69    274 = 8.44                      343 = 9.05

70-79    99   = 3.05                     140 =3.69

80-89    37   = 1.14                     76 = 2.01

90-99    9     = 0.27                      11 = 0.30

100+     1     = 0.03                    0

 

Total    3248                              3789                   7037

 

Detail of age mix of practice population and PPG: Please see below A&S break down of patients registered

This is the only one available on EMIS Web

 

% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75
Practice
PRG 0 1 2 2 3 11 12 2

 

Detail the ethnic background of your practice population and PRG: Not recorded 182

 

White Mixed/ multiple ethnic groups
British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed
Practice 4766 116 1 1172 37 20 47 153
PRG 22 7 2

 

 

Asian/Asian British Black/African/Caribbean/Black British Other
Indian Pakistani Bangladeshi Chinese

Other

Asian

African Caribbean Other Black Arab Any other
Practice 4 39 35 46 131 128 122 23 5 10
PRG 1 1

 

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

–       Information on practice Website www.crouchhallroadsurgery.nhs.uk

–       Posters in reception area

–       Advert re PPG on Envisage Information Electronic System in waiting area

–       Targeting newly registering patients (information re PPG included in new registration pack)

–       Targeting parents with new born babies

–       Text messaging (M-Jog) 

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of job-seekers, large numbers of nursing homes, or a LGBT community? NO If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:N/A

Review of patient feedback

 

Outline the sources of feedback that were reviewed during the year:

–       Yearly Patient’s Satisfactory Survey GPAQ (Outcome attached)

–       Reviewed of comments from patients from Comments, Complaints & Suggestions Box

–       E-mails from patients

–       NHS Choices patient’s comments

–       Friends and Family Test outcome (Data attached)

–       Analysis of patients complaints

How frequently were these reviewed with the PRG?

3 monthly meetings with PRG

– Yearly Patient’s Satisfactory Survey GPAQ (Outcome attached) – yearly

– Reviewed of comments from patients from Comments, Complaints & Suggestions Box – 3 monthly

– E-mails from patients – 3 monthly

– NHS Choices patient’s comments – As required

– Friends and Family Test outcome (Data attached) – 2 months data e-mailed to PPG Members (outcome discussed in February meeting)

– Analysis of patients complaints – Yearly presentation

  Action plan priority areas and implementation

 

Priority area 1

Description of priority area: 

Access – Appointments times – PRG requested provision of earlier appointments with clinicians.

 

What actions were taken to address the priority?

–       Meeting with Partners to discuss service requested from PRG

–       Following meeting with Partners decision was made to start clinics at 08:10 Monday to Friday instead of 09:00 AM start for one doctor each morning to allow early access (not under extended hours)

–       Implementation has taken place

Consultation times hours were extended and changed from 09:00 AM start to 08:10 AM start to allow patients to be seen earlier than previously offered. This provides better service for patients that are working or patients with children at school age and offers them more convenient access to appointments.

This service was also extended to provide early appointments by nurses as well.

 

Result of actions and impact on patients and carers (including how publicised):  

Improved service for patients and carers that are working or patients with children at school age that offers them more convenient access to clinicians.

Patient and carers satisfaction survey

–       Telephone survey conducted in second week of March 2015 to assess satisfaction with new implemented service provided.

Outcome of 50 patients surveyed:

–       35 patients = 70 % stated that this service is excellent

–       15 patients = 30 % stated that it is very good.

Results publicised on practice website

 

  

Priority area 2

Description of priority area:

Promoting Health Awareness Campaigns

What actions were taken to address the priority?

Following introduction of training for Health Champions by CCG two staff members successfully completed the training – one Reception Supervisor and one Health Care Assistant.

Haringey’s Public Health team have initiated a project to train and support primary care champions for every GP practice in Haringey, who would like to have this role as part of their team.

Primary Care Champions (PPC) are front-line GP practice staff (reception and healthcare assistants) who, in addition to their current role, aim to make the most of opportunities within GP surgeries to promote health and well-being and signpost patients to lifestyle support services.

The aim is to make every contact count towards prevention of ill health and reducing health inequalities.

The training focused on inspiring and motivating others to improve their health and well-being and signposting those to lifestyle support services.

02.07.2014

Introduction of Walking Club (Every Wednesday and Friday from 12:15 -12:45)

11.03.2015

Promoting No Smoking Day

845 messages sent to patient with current smoking status recorded

Result of actions and impact on patients and carers (including how publicised):

Following introduction of Walking Club (Every Wednesday and Friday from 12:15 -12:45)

Beneficial to patient’s physical health and wellbeing.

Opportunity for patient that maybe socially isolated to enjoy meeting another people in familiar surrounding while also improving their health.

Positive feedback was received from patients.

Following Promoting No Smoking Day

Outcome of 845 messages sent to patient with current smoking status recorded was:

Just over 100 patients responded with an up-date relating to smoking status that resulted in 15 patients showing an interest in attending stop smoking clinic.

Information regarding Health Champions role is advertised on our practice website

 

Priority area 3

 

Description of priority area:

Request from PRG members for pre-booked telephone consultations (via telephone or on-line)

 

What actions were taken to address the priority?

Telephone consultations implemented as requested by PRG.

Doctors informed about introduction of pre-booked telephone consultations.

EMIS Web contacted to esquire if there is facility to book telephone consultation on-line – not available at present therefore patients informed that these consultations must be booked by telephoning the surgery number.

Result of actions and impact on patients and carers (including how publicised):

Improvement of service to patients and carers that may not be able to attend the surgery but will benefit from telephone consultation.

Introduction of scheduled telephone consultations means that the patients and carers are able to have protected and scheduled time consultation with the doctor therefore there is highest level of satisfaction regarding access to GP.

Service advertised on practice website.

  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):

2011/2012 Issues raised by PRG and action plan from 2011/12

–           0844 telephone number to be changed to local number

–           Additional staff members to take calls each morning

–           Allocated time and schedule for Doctors taking calls from patients between 11:30 am to 12:00 midday

–           Nurses triage to introduce

–           New Protocol for Doctors to contact patients during consultations to implement

–            Duty Doctor slots capacity to increase (high demand – Monday am)

–            Administrative staff to overlook doctor’s sessions in order to provide a better patient flow

–            Electronic appointments booking, repeat prescriptions request facility to be available on-line

2012/2013 Progress made:

–            0844 telephone number changed to local number 020 8340 5952

–            Additional staff members were allocated to take calls each morning

–            Allocated time introduced and schedule for Doctors taking calls from patients between 11:30 am to 12:00 midday

–            Nurses triage introduced

–            New Protocol for Doctors to contact patients during consultations implemented

–               Duty Doctor slots capacity increased by additional ½ session (high demand – Monday am)

–            Allocated staff monitors doctor’s sessions better patient flow

–            Electronic appointments booking, repeat prescriptions request facility is available on-line

Issues raised by PRG and action plan for 2012/2013

–             Monitoring and continuity of agreed action plan from 2011/2012

–             Satisfaction with phoning trough for doctor’s advice was just below the benchmark

–             Satisfaction with continuity of care was just below the benchmark (see report above)

2013/2014 Progress made

–          Following suggestions from patients that we provide an earlier access we have made a change to existing Extended Hours from Friday 6:30 – 7:00 pm to Friday 7:30-8:00 am. NHS England was informed about the change.

–          Two mobile telephones were purchased by practice in April 2013 in order to provide patients with a better access to practice via telephone.

Satisfaction with phoning trough for doctor’s advice survey outcome – improved and reached the benchmark

–           Satisfaction with continuity of care was improved and reached the benchmark – outcome of patients survey results were shared with PPG members

2014/15 Progress made

–               Monitoring and continuity of agreed action plans from previous years

–               Review and improvements of appointments availability to individual doctors (see attached patients satisfactory outcome)

–               Explanation of doctor’s availability provided for PRG members

So as we end this year our PPG is setting new goals

 

PPG Sign Off 

Report signed off by PPG: YES, this section was completed and report signed off (see front page) at the final meeting on with PPG Chair – Ms Shirley Teece, (see front page for signature).

Contact e-mail address teeceygirl@gmail.com for any report query.

Date of sign off: 25.03.2015

 

How has the practice engaged with the PPG:

–       Regular 3 monthly meetings with PPG members

–       Regular e-mail communication between PPG Chair and Practice Manage

–       Regular e-mail communication between Chair and PPG members

–       Regular 2 monthly meetings face to face with PPG Chair

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

– Information on practice Website www.crouchhallroadsurgery.nhs.uk

– Posters in reception area

– Advert re PRG on Envisage Information Electronic System in waiting area

– Targeting newly registering patients (information re PPG included in new registration pack)

– Targeting parents with new born babies

– Text messaging (M-Jog)

– Information on Streetlife

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

YES, sources of feedback listed below:

– Yearly Patient’s Satisfactory Survey GPAQ (Outcome attached)

– Reviewed of comments from patients from Comments, Complaints & Suggestions Box

– E-mails from patients

– NHS Choices patient’s comments

– Friends and Family Test outcome (Data attached)

– Analysis of patients complaints

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

Yes, agreed in June’ 2014 PPG meeting then progress and outcome fed back via e-mail and in November 2014 and February 2015 PPG meetings.

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

This year PPG involvement benefited the patients and carers:

1)    Improved service for patients and carers that are working or patients with children at school age that offers them more convenient access to clinicians.

2)    Beneficial to patient’s physical health and wellbeing.

3)    Opportunity for patient that maybe socially isolated to enjoy meeting another people in familiar surrounding while also improving their health.

4)    Improvement of service to patients and carers that may not be able to attend the surgery but will benefit from telephone consultation.

5)    Introduction of scheduled telephone consultations means that the patients and carers are able to have protected and scheduled time consultation with the doctor therefore there is highest level of satisfaction regarding access to GP.

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

In addition to all above work 

PPG members are informed in 3 monthly meetings about any forthcoming events organised by the surgery.

One of them was organised on 25.09.2014 Coffee Morning to raise money for Macmillan Cancer Support. Several PPG members attended. It was a very successful event and The Crouch Hall Road Surgery has raised £400.00 for Macmillan Cancer Support. 

As Chair I feel that PPG gives patients opportunity to make suggestions and comments regarding service provided and how to improve it.

It also gives the patients some insight into the workings of the surgery regarding the organisation of the surgery and NHS service in general.

 

FRIENDS & FAMILY SURVEY OUTCOME

December 2014

EXTREMELY

LIKELY

LIKELY NEITHER UNLIKELY

EXTREMELY

UNLIKELY

DON’T

KNOW

Total

HANDWRITTEN

 

30 3 1 0 1 0 35

TELEPHONE

CALL

0 0 0 0 0 0 0

TABLET/KIOSK

 

0 0 0 0 0 0 0

SMS/TEXT

MESSAGE

9 1 0 0 0 0 10
SMARTPHONE APP/ONLINE 7 1 0 0 0 0 8

OTHER

 

0 0 0 0 0 0 0
Total 46 (86.79%) 5 (9.43%)

1

(1.89%)

0

1

(1.89%)

 

0

53

(100%)

 

 

 

January 2015

EXTREMELY

LIKELY

LIKELY NEITHER UNLIKELY

EXTREMELY

UNLIKELY

DON’T

KNOW

Total

HANDWRITTEN

 

37 0 0 0 0 0 37

TELEPHONE

CALL

0 0 0 0 0 0 0

TABLET/KIOSK

 

0 0 0 0 0 0 0

SMS/TEXT

MESSAGE

66 16 1 2 3 0 88
SMARTPHONE APP/ONLINE 10 1 0 0 1 0 12

OTHER

 

0 0 0 0 0 0 0
Total 113 (82.48%)

17

(12.41%)

1

(0.73%)

2

(1.46%)

4

(2.92%)

0

137

(100%)

 

 

February 2015

EXTREMELY

LIKELY

LIKELY NEITHER UNLIKELY

EXTREMELY

UNLIKELY

DON’T

KNOW

Total

HANDWRITTEN

 

19 1 0 0 0 0 20

TELEPHONE

CALL

0 0 0 0 0 0 0

TABLET/KIOSK

 

0 0 0 0 0 0 0

SMS/TEXT

MESSAGE

31 1 1 0 4 0 37
SMARTPHONE APP/ONLINE 0 0 0 0 0 0 0
Total 50 (87.72%) 2 (3.51%) 1 (1.75%) 0 4 (7.02%) 0 57

2014/2015 PATIENTS SATISFACTORY SURVEY OUTCOME

METHODOLOGY

During months of September and October 2014 questionnaire chosen by PRG members were offered to patients for completion. The questions were based on the national survey questions – GPAQ (General Practice Assessment Questionnaire) to provide adequate data for comparison with the data collected nationally.

The questionnaires were summarized on Excel and formula was used to calculate the outcome against the benchmark.

 

2014/2015 survey summary, comparison and analysis

INDICATOR Benchmark 2012/2013

2013/2014

 

2014/2015
Satisfaction with reception 77 84.2 85.00 85.0
Satisfaction with opening hours 67 71.6 73.80 73.90

Satisfaction with availability

of particular doctor

60 64.2 58.17 60

Satisfaction with availability

of any doctor

69 75.6 74.50 74.60
Satisfaction with waiting time 57 60.6 61.5 61.4

Satisfaction with phoning through

to practice

59 73.8 78.50 77.60

Satisfaction with phoning through

to doctor for advice

61 55.4 67.66 68.00

Satisfaction with continuity

of care

61 68.6 76.17 76.21

2014/2015 REPORT ANALYSIS

There is overall patient’s satisfaction with services provided by The Crouch Hall Road Surgery.

This year’s questionnaires outcome has brought to our attention that the satisfaction with availability of particular doctor has increased and met the expected benchmark (see below).

Satisfaction with availability        

of particular doctor            

Benchmark

60

2012/2013

64.2

2013/2014

58.17

2014/2015

60

  4) PRESENTATION OF SURVEY OUTCOME TO PRG MEMBERS

PRG was provided with the opportunity to discuss survey findings that were forwarded to PRG Chair (PRG Chair e-mailed results to PRG members for their comments). PRG was provided with an opportunity to comment on and discuss the findings of the survey, along with other relevant information. Other relevant information included clinician’s performance and reception performance survey outcome.

There was a meeting with our PRG Chair to present this report and seek Chair’s approval on PRG behalf (report e-mailed to PRG members for comments and published on our webite).

2013/2014 REPORT ANALYSIS

There is overall patient’s satisfaction with services provided by The Crouch Hall Road Surgery.

This year’s questionnaires outcome has brought to our attention that the satisfaction with availability of particular doctor has fallen below the expected benchmark (see below).

 

Satisfaction with availability        

of particular doctor            

Benchmark

60

2012/2013

64.2

2013/2014

58.17

 

  • This issue will be discussed with individual doctors
  • Review of appointments availability to individual doctors
  • Explanation of doctors availability provided for PRG

Plan for next year:

Address issues arisen from this year’s questionnaires outcome

To repeat our GP patients survey in 12 months.

There will be an option for PRG to consider an alternative questionnaire

 

5) FEEDBACK AND AGREEMENT REACHED WITH PRG RE PRIORITY REGARDING SERVICE IMPROVEMENT OR CHANGE

 

Following the discussions and suggestions discussed in our PRG meeting on 11.02.2014 an action plan was agreed with the PRG.

–      If there was requirement for any changes from PRG in agreed time scheduled, the practice would seek an agreement of the PRG in implementing the changes and it was agreed that the practice will inform NHS England re proposed changes.

No significant changes were requested by PRG members.

Summary of patient’s comments

Comments about good care

– My treatment with my illness was very good

– I have always been impressed by the care that I received

– Consultations are extremely efficient

– This practice is very well organised

– Holistic approach

– Excellent healthcare

– Excellent care and empathy – thank you

– I find Dr X attentive and respectful

– Friendly and efficient

– Excellent standard of service, friendly, open, welcoming

– Reception and nurses are particularly excellent and helpful

– This is by far the best surgery I have ever been registered to

Anything that could be improved

– Keep the good work up

– Opening hours, Saturday morning

– Better explanation of the body processing the ailment and ability for healing

– Listening skills of clinicians, explanations of procedures, reasons for changes in medications

– To see a doctor of my choice

– More time with the doctor

– Waiting times

Any other comments

– Service is excellent

– Promotion of natural ways to improve wellbeing (ie Yoga)

– Very happy indeed with Dr X

 

  • Summary, achievement and Practice Profile

–      We would like to report that there is an overall patient’s satisfaction with services provided by The Crouch Hall Road Surgery. Based on this year’s patient’s survey there is nothing of significant that needs to be changed currently. We would like to assure that we are constantly monitoring our services and will appropriately act on any suggestions from patients as required.

There will be an option for PRG to consider an alternative questionnaire to monitor the otcome.

The PRG Chair obtained PRG members e-mail addresses with their consent in order to communicate effectively with PRG members.

 

The practice monitors the access to practice throughout a year. During the current year the following changes were introduced following ongoing monitoring or patient’s suggestions:

  • Following suggestions from patients that we provide an earlier access we have made a change to existing Extended Hours from Friday 6:30 – 7:00 pm to Friday 7:30-8:00 am. NHS England was informed about the change.
  • Two mobile telephones were purchased by practice in April 2013 in order to provide patients with a better access to practice via telephone. Following this we have noticed a significant improvement in satisfaction with phoning trough to practice and satisfaction with phoning through to doctor for advice.

 

Our surgery performance is also reflected in the outcome of separate GP Survey Ipsos Mori where our practice achievement is above Haringey average

Surgery Opening Hours

Monday             08:00 – 11:30       13:00-18:30

Tuesday             08:00 – 11:30       13:00-18:30

Wednesday       08:00 – 11:30       13:00-18:30

Thursday           08:00 – 11:30       13:00-18:30

Friday                 08:00 – 11:30       13:00-18:30

Surgery Extended Opening Hours

Monday                                           18:30 – 20:00

Tuesday Wednesday Thursday   18:30 – 19:00

Friday                                              07:30 – 08:00

  1. When the practice is closed patients should call 111 which is being introduced for when patients need medical help fast, but it’s not a 999 emergency.

111 –free number to call directly from both landline and mobiles.

The available method of obtaining access is:

  • By telephoning the surgery on 020 8340 5952
  • On-line booking available (repeat prescription request on-line as well)
  • In person during surgery opening hours

–      Surgery e-mail address crouchhallroadsurgery@nhs.net

The Crouch Hall Road Surgery would like to take the opportunity to thank all the patients that have taken a part in our survey and for their comments.

The patient’s comments are taken into consideration and we will look in to the ways of service improvement based on these comments.

 

PATIENT REPRESENTATIVE GROUP REPORT 2013/2014

27.03.2014

 STATEMENT OF PURPOSE

We aim to provide quality, accessible healthcare to our practice population in a clean, safe and welcoming environment.

We will respect the needs and beliefs of our patients and staff and will not accept discrimination towards our service users or employees.

We will promote personal development for all staff members to ensure that they feel confident to provide the highest quality of healthcare that they can.

We will liaise with our patients to review our standards and services offered and continue to learn from patient needs and our experiences.

As part of a government-led initiative to encourage better dialogue between GP practices and patients The Crouch Hall Road Surgery formed a Patient Participation Group (PPG) in 2006, now referred to as PRG (Patient Representative Group)

This report is intended to be read by staff members, all patients, CCG and NHS England so the work done with the PRG and the outcomes (or ongoing issues) are clearly stated and transparent.

 The Government wanted PRG to be formed to work with practices and contribute to the continuous improvement of services provided by the practice, foster improved communication and provide a patient’s view of issues and systems, helping in any changes being made.

During the last 12 months our PRG has focused on a number of matters:

– Patients priorities and issues

– Patients participation in services provided by surgery

– Practice priorities and issues including matters arising from complaints

– Planned practice changes

– GP Patients survey issues

– Care Quality Commission (CQC) related issues

THE CROUCH HALL ROAD SURGERY PATIENT PARTICIPATION REPORT

2013-2014

Introduction

 This report provides the outcome of patient’s survey under Direct Enhanced Service which is effective from 1st April 2011. The introduction of DES on 1.4.2011 aimed to promote the proactive engagement of patients through the use of effective Patient Reference Groups (PRGs) and to seek views from practice patients through the use of a local practice survey. The outcomes of the engagement and the views of patients are summarised in this report

The purpose of the Patient Participation Direct Enhanced Service is to ensure that patients are involved in decisions about the range and quality of services provided by practice. It aims to improve practices services provided to patients by asking for and acting on the views of their patients. This includes patients being involved in decisions that lead to changes to the services their practice.

THE REPORT INCLUDES:

1)    The Patient Reference Group (PRG) development and profile

2)    Agreed priority with PRG

3)    Patients survey outcome – method used and result presentation

4)    Presentation of survey outcome to PRG members

5)    Feedback and agreement reached with PRG re priority regarding service improvement or change Summary, achievement and Practice Profile

6)    Summary, achievement and Practice Profile

1)   THE PATIENT REFERENCE GROUP (PRG) DEVELOPMENT AND PROFILE

Currently our PRG consist of 22 members (increased from 14 to 22 members). We have started with 8 members and the group now has 22 members from the practice list of just over 6 900 patients and has been meeting every 3-4 months. New members are always welcome as we look to grow and to improve our member profile.

In order to promote and increase the number of our PRG members we have taken the following actions:

–           We advertise our PRG on practice website

–           Advertise our PRG on Envisage Media based in the waiting area

–           All newly registering patients are given a leaflet informing them about PRG

–           We have sent a message to patient’s mobile telephone offering to join our PRG. We have targeted age group 16 – 60

The Age/Sex breakdown of PRG

Age Under 16 17-24 25-34 35-44 45-54 55-64 65-74 Over 74
Male 1 1 2 1
Female 1 1 1 5 6 3

Ethnic origin breakdown of PRG

Ethnic Origin White British Other White Background Other Mixed background African
Male 4 1
Female 10 5 1 1

THE CROUCH HALL ROAD SURGERY AGE & SEX REGISTER

Age groups  0-4  5-16 17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89 90+

Males           237   420   236   603   598   523   325   169    69    9     10

Base             232   478   513   515   484   383   354   268   138    15    6

Percent       102% 88%   46%   117% 124% 137% 92%   63%   50%   59%   164%

Females      214   436   276   756   696   596   413   227   102    26    12

Base         221   451   492   508   483   382   372   343   239    43    31

Percent      97%   97%   56%   149% 144% 156% 111%  66%   43%   61%   39%

Total males      : 3199          Base: 3388              Percent: 94%

Total females    : 3754          Base: 3565              Percent: 105%

Total both sexes: 6953          Base : 6953              Percent : 100%

2)   AGREED PRIORITY WITH PRG

Patient’s priority were established and agreed jointly with the PRG.

The way we planned our annual survey was to ensure that we asked the right questions based on key priorities related to the services we provide to patients. GPAQ – General Practice Assessment Questionnaire was used. It was PRG’s choice of questionnaire and by using the same questionnaire this year it provided us with an opportunity to compare and analyse the outcome.

We have taken into consideration what patient’s views are and what the most important issues are for which we should seek patient’s views.

The areas that the practice has focused on were identified and covered in the patient’s survey and they were identified as listed below:

We have focused on the following issues this year:

– Access to GP and Nurse

– Satisfaction with practice opening hours

– Satisfactory Clinical Care

– Satisfaction with reception staff

– Other outcome

– Patients comments

3) PATIENTS SURVEY OUTCOME – METHOD USED AND RESULT PRESENTATION 

Choices of questionnaires were presented to PRG members and the type of questionnaire for our practice survey was agreed with PRG. Questions were based on the priorities identified by the PRG and the practice. GPAQ questionnaire was used to survey our practice performance .The survey was undertaken during October and November.

Practice chose to collate and analyse the results of patient’s survey.

Methodology used to carry out the survey, the number of questions and topics covered were presented to PRG. 30 questionnaires were used for each clinician. In total 180 questionnaires were completed by patients. The questionnaires were handed out by the reception staff during October and November 2013. We wanted to ensure that we get a fair response from the registered practice population that covers all age, gender and ethnicity.

The assessment and other evidence supporting the credibility of the survey process was presented to the PRG at the meeting on 11.02.2014 and the evidence of the survey can be provided on request.

Questionnaire summarising tool was used to produce the outcome of our patient’s survey. The outcome and analysis was presented to PRG and were discussed.  The PRG members had an option to comment on our survey outcome and its findings. All PRG members were given the opportunity to make reasonable recommendations until the end of February 2014.

Profile of Patient taking part in our yearly survey

Age and Sex Breakdown

Male 57 31.7%
Female 123 68.3%

Age Profile

Up to age 44 107 59.4%
Age 44+ 73 40.6%

Wellbeing Profile

Long standing illness 72 40%
No long standing illness 108 60%

Ethnic Profile

White 134 74.4%
Black or Black British 13 7.2%
Asian or Asian British 6 3.4%
Mixed race 15 8.3%
Other ethnic group 12 6.7%

The outcome of our survey was presented to and given to all PRG members that attended PRG meeting on 11.02.2014

 THE CROUCH HALL ROAD SURGERY

REPORT OF PATIENT’S SURVEY     2013/2014

It was agreed jointly that the practice will focus on

1) Patients access to GP and Nurse

2) Satisfaction with practice opening hours and telephone access

3) Satisfaction with overall clinical care

In order to audit the practice performance the following methodology was applied

METHODOLOGY

During months of September and October 2013 questionnaire chosen by PRG members were offered to patients for completion. The questions were based on the national survey questions – GPAQ (General Practice Assessment Questionnaire) to provide adequate data for comparison with the data collected nationally.

The guidelines for carrying out your practice survey: A minimum of 30 completed questionnaires are recommended for statistical reliability. A total of 180 questionnaires were provided (30 for each doctor).

The questionnaires were summarized on Excel and formula was used to calculate the outcome against the benchmark.

2013/2014 survey summary, comparison and analysis

INDICATOR Benchmark 2012/2013 2013/2014
Satisfaction with reception 77 84.2 85.00
Satisfaction with opening hours 67 71.6 73.80
Satisfaction with availability               of particular doctor 60 64.2 58.17
Satisfaction with availability of any doctor 69 75.6 74.50
Satisfaction with waiting time 57 60.6 61.5
Satisfaction with phoning through to practice 59 73.8 78.50
Satisfaction with phoning through to doctor for advice 61 55.4 67.66
Satisfaction with continuity  of care 61 68.6 76.17

FOLLOWING LAST YEAR’S AGREED ACTION PLAN  

–   Review of appointment system

–  Automated appointment reminder system introduced (M-jog)

–   Two additional staff members taking calls each morning between 09:00am and 10am

–      Allocated time and schedule for Doctors taking calls from patients between 11:30am to 12 midday

–      New Protocol for Doctors to contact patients during consultations

–      Duty Doctor slots capacity increased by 5 slots during the highest demand time – Monday’s am)

–      Administrative staff overlooking doctors sessions in order to provide a better patient flow

–      Electronic appointment booking facility available

WE CAN REPORT

–      That the implementation of the above listed recommendation has improved our practice performance and it is now above the set benchmark.

Satisfaction with phoning through to doctor for advice

Benchmark

61

2012/2013

55.4

2013/2014

67.66

2013/2014 REPORT ANALYSIS

There is overall patient’s satisfaction with services provided by The Crouch Hall Road Surgery.

This year’s questionnaires outcome has brought to our attention that the satisfaction with availability of particular doctor has fallen below the expected benchmark (see below).

 

Satisfaction with availability          of particular doctor             

Benchmark

60

2012/2013

64.2

2013/2014

58.17

 ACTION / IMPROVEMENT PLAN:

–      This issue will be discussed with individual doctors

–      Review of appointments availability to individual doctors

–      Explanation of doctors availability provided for PRG members

Plan for next year:

Address issues arisen from this year’s questionnaires outcome

To repeat our GP patients survey in 12 months.

There will be an option for PRG to consider an alternative questionnaire

10.02.2014           Dr M Gor     Dr K Benson    Maggie Maciejczek

For suggestions and comments please e-mail maggie.maciejczek@nhs.net

4) PRESENTATION OF SURVEY OUTCOME TO PRG MEMBERS

PRG was provided with the opportunity to discuss survey findings during February meeting and it was proposed to reach an agreement by the end of February with the PRG on reasonable request for changes to services provided. PRG was provided with an opportunity to comment on and discuss the findings of the survey, along with other relevant information. Other relevant information included clinician’s performance and reception performance survey outcome. There were no suggestions received in scheduled time from PRG members.

There was a meeting with our PRG chair on 26.3.2014 to present this report and seek chairs approval for this report to be published on our surgery website.

During February PRG meeting we have also informed the PRG members about Care Quality Commission (CQC) and practice compliance with CQC required standards.  Two PRG members volunteered to take part in CQC practice inspection.

It was agreed jointly that the practice will focus on

1) Patients access to GP and Nurse

2) Satisfaction with practice opening hours and telephone access

3) Satisfaction with overall clinical care

In order to audit the practice performance the following methodology was applied

METHODOLOGY

During months of September and October 2013 questionnaire chosen by PRG members were offered to patients for completion. The questions were based on the national survey questions – GPAQ (General Practice Assessment Questionnaire) to provide adequate data for comparison with the data collected nationally.

The guidelines for carrying out your practice survey: A minimum of 30 completed questionnaires are recommended for statistical reliability. A total of 180 questionnaires were provided (30 for each doctor).

The questionnaires were summarized on Excel and formula was used to calculate the outcome against the benchmark.

2013/2014 Survey summary, comparison and analysis

INDICATOR Benchmark 2012/2013 2013/2014
Satisfaction with reception 77 84.2 85.00
Satisfaction with opening hours 67 71.6 73.80
Satisfaction with availability               of particular doctor 60 64.2 58.17
Satisfaction with availability of any doctor 69 75.6 74.50
Satisfaction with waiting time 57 60.6 61.5
Satisfaction with phoning through to practice 59 73.8 78.50
Satisfaction with phoning through to doctor for advice 61 55.4 67.66
Satisfaction with continuity  of care 61 68.6 76.17

FOLLOWING LAST YEAR’S AGREED ACTION PLAN  

–   Review of appointment system

–  Automated appointment reminder system introduced (M-jog)

–   Two additional staff members taking calls each morning between 09:00am and 10am

–      Allocated time and schedule for Doctors taking calls from patients between 11:30am to 12 midday

–      New Protocol for Doctors to contact patients during consultations

–      Duty Doctor slots capacity increased by 5 slots during the highest demand time – Monday am)

–      Administrative staff overlooking doctors sessions in order to provide a better patient flow

–      Electronic appointment booking facility available

WE CAN REPORT

–      That the implementation of the above listed recommendation has improved our practice performance and it is now above the set benchmark.

Satisfaction with phoning through to doctor for advice Benchmark61 2012/201355.4 2013/201467.66

2013/2014 REPORT ANALYSIS

There is overall patient’s satisfaction with services provided by The Crouch Hall Road Surgery.

This year’s questionnaires outcome has brought to our attention that the satisfaction with availability of particular doctor has fallen below the expected benchmark (see below).

 

Satisfaction with availability          of particular doctor              Benchmark60 2012/201364.2 2013/201458.17

 –      This issue will be discussed with individual doctors

–      Review of appointments availability to individual doctors

–      Explanation of doctors availability provided for PRG

Plan for next year:

Address issues arisen from this year’s questionnaires outcome

To repeat our GP patients survey in 12 months.

There will be an option for PRG to consider an alternative questionnaire

5) FEEDBACK AND AGREEMENT REACHED WITH PRG RE PRIORITY REGARDING SERVICE IMPROVEMENT OR CHANGE

Following the discussions and suggestions discussed in our PRG meeting on 11.02.2014 an action plan was agreed with the PRG.

–      If there was requirement for any changes from PRG in agreed time scheduled, the practice would seek an agreement of the PRG in implementing the changes and it was agreed that the practice will inform NHS England re proposed changes.

No significant changes were requested by PRG members.

Summary of patient’s comments

Comments about good care

– My treatment with my illness was very good

– I have always been impressed by the care that I received

– Consultations are extremely efficient

– This practice is very well organised

– Holistic approach

– Excellent healthcare

– Excellent care and empathy – thank you

– I find Dr X attentive and respectful

– Friendly and efficient

– Excellent standard of service, friendly, open, welcoming

– Reception and nurses are particularly excellent and helpful

– This is by far the best surgery I have ever been registered to

Anything that could be improved

– Keep the good work up

– Opening hours, Saturday morning

– Better explanation of the body processing the ailment and ability for healing

– Listening skills of clinicians, explanations of procedures, reasons for changes in medications

– To see a doctor of my choice

– More time with the doctor

– Waiting times

Any other comments

– Service is excellent

– Promotion of natural ways to improve wellbeing (ie Yoga)

– Very happy indeed with Dr X

6)   Summary, achievement and Practice Profile

–      We would like to report that there is an overall patient’s satisfaction with services provided by The Crouch Hall Road Surgery. Based on this year’s patient’s survey there is nothing of significant that needs to be changed currently. We would like to assure that we are constantly monitoring our services and will appropriately act on any suggestions from patients as required.

We will repeat our GP patient’s survey in 12 months. There will be an option for PRG to consider an alternative questionnaire.

The PRG Chair obtained PRG members e-mail addresses with their consent in order to communicate effectively with PRG members.

The practice monitors the access to practice throughout a year. During the current year the following changes were introduced following ongoing monitoring or patient’s suggestions:

  • Following suggestions from patients that we provide an earlier access we have made a change to existing Extended Hours from Friday 6:30 – 7:00 pm to Friday 7:30-8:00 am.  NHS England was informed about the change.
  • Two mobile telephones were purchased by practice in April 2013 in order to provide patients with a better access to practice via telephone. Following this we have noticed a significant improvement in satisfaction with phoning trough to practice and satisfaction with phoning through to doctor for advice.

Our surgery performance is also reflected in the outcome of separate GP Survey Ipsos Mori where our practice achievement is above Haringey average

Surgery Opening Hours

Monday              08:00 – 11:30       13:00-18:30

Tuesday              08:00 – 11:30       13:00-18:30

Wednesday       08:00 – 11:30       13:00-18:30

Thursday            08:00 – 11:30       13:00-18:30

Friday                  08:00 – 11:30       13:00-18:30

Surgery Extended Opening Hours

Monday                                           18:30 – 20:00

Tuesday Wednesday Thursday   18:30 – 19:00

Friday                                               07:30 – 08:00

  1. When the practice is closed patients should call 111 which is being introduced for when patients need medical help fast, but it’s not a 999 emergency.

111 –free number to call directly from both landline and mobiles.

The available method of obtaining access is:

–      By telephoning the surgery on 020 8340 5952

–      On-line booking available  (repeat prescription request on-line as well)

–      In person during surgery opening hours

–      Surgery e-mail address crouchhallroadsurgery@nhs.net

The Crouch Hall Road Surgery would like to take the opportunity to thank all the patients that have taken a part in our survey and for their comments.

The patient’s comments are taken into consideration and we will look in to the ways of service improvement based on these comments.

THE CROUCH HALL ROAD SURGERY       REPORT 2012/2013

Introduction

As part of a government-led initiative to encourage better dialogue between GP practices and patients The Crouch Hall Road Surgery formed a Patient Participation Group (PPG) in 2006, now referred to as PRG (Patient Representative Group)

We would like to increase the number of members of our PRG and to improve our member profile. At the moment it is female based with the variety of ages, ethnicity and backgrounds. We have advertised our PRG in reception area and on our practice website.

Our Patient Participation Group was formed by The Crouch Hall Road Surgery in October 2006 now referred to as PRG.  We started with 8 members and the group now has 14 members from the practice list of over 6 700 patients and has been meeting every 3 months now. New members are always welcome as we look to grow and to improve our member profile.

The Government wanted PRG to be formed to work with practices and contribute to the continuous improvement of services provided by the practice, foster improved communication and provide a patient’s view of issues and systems, helping in any changes being made.

This report is intended to be read by staff members, all patients, and members of the PCT so the work done with the PRG (originally PPG) and the outcomes (or ongoing issues) are clearly stated and transparent.

During the last 12 months our PRG has focused on a number of matters:

– Patients priorities and issues

– Patients participation in services provided by surgery

– Practice priorities and issues including matters arising from complaints

– Planned practice changes

– GP Patients survey issues

– Care Quality Commission (CQC) related issues

– Recent changes within NHS and how this is going to affect service provided to patients

Proposal was for patients contribute to:

● continuous improvement of services offered by the surgery
● foster improved communication between the practice and its patients
● help patients to take more responsibility for their health, health promotion and education
● provide practical support and help to implement change

During month of September and October 2012 questionnaire chosen by PGR members were offered to patients for completion. The questions were based on the national survey questions to provide ease of comparison with other data collected locally and nationally. A total of 125 questionnaires were analyzed and summarized.     

THE CROUCH HALL ROAD SURGERY SURVEY SUMMARY 2012/2013

Benchmark      Summary

Satisfaction with reception                        77                     84.2

Satisfaction with opening hours                67                      71.6

Satisfaction with availability

of particular doctor                                    60                      64.2

Satisfaction with availability

of any doctor                                             69                      75.6

Satisfaction with waiting time                     57                      60.6

Satisfaction with phoning through

to practice                                                  59                      73.8

Satisfaction with phoning through

to doctor for advice                                    61                      55.4

Satisfaction with continuity

of care                                                        69                       68.6

 ANALYSIS OF PATIENT’S SURVEY OUTCOME

Each member of our PRG was given a copy of the patient questionnaire and an overview of the result for their perusal, discussion and approval.

The results of our GP Practice survey were discussed among PRG members and the following issues were discussed and identified.

It is important that patients have immediate access to all services provided by our surgery.

We are happy with the outcome and our achievement except for 2 areas that will need an improvement.

These 2 areas are:

–         Satisfaction with phoning trough for doctors advice was just below the benchmark (see report above)

–         Satisfaction with continuity of care was just below the benchmark (see report above)

THE FOLLOWING AGREED WITH PRG ACTION PLAN/ACTION WAS TAKEN/IS IN   PLACE SINCE OUR LAST MEETING AND IS ONGOING:

–   Review of appointment system

–   Automated appointment reminder system introduced (M-jog)

–   Two additional staff members taking calls each morning between 09:00am and 10am

–   Allocated time and schedule for Doctors taking calls from patients between 11:30am to 12 midday

–   New Protocol for Doctors to contact patients during consultations

–   Duty Doctor slots capacity increased by 5 slots during the highest demand time – Monday am)

–   Administrative staff overlooking doctors sessions in order to provide a better patient flow

–   Electronic appointment booking facility available

–  Electronic repeat prescription request facility available

–   Electronic check-in in reception area available

–   Practice managers e-mail available on surgery website for patients to improve communication and access

To repeat our GP patient’s survey in 12 months time to compare results and see if there is any improvement following introduction and implementation of our action plan.

So as we end this year our PRG is still feeling our way and setting new goals it would not be wrong to say that the future looks challenging for The Crouch Hall Road Surgery.

21.03.2013

Dr M Gor     Dr K Benson      Maggie Maciejczek (Practice Manager)

We are committed to offer an efficient and excellent service to our patients. If you wish to make any comments regarding our practice please use link provided www.nhs.uk then click on home and go to comments.