Regal Chambers Surgery
Patient Reference Group
Annual General Meeting
Tuesday 23 September 2014
Hayley Telford
Business Manager
• Review of the Local Patient Participation Report and Response
to Recommendations
• Feedback National Patient Survey (July 2013 to March
2014)and Actions
• Update on the Friends & Family Test
Local Patient Participation Report
February 2014
Review of the Report
•
Patient questionnaire undertaken February 2014 – recommendations
o Clarification of the Sit & Wait clinics
o Improve communication of all services available
o More staff
•
Shadowing a GP – recommendations
o Promote and encourage the use of texting amongst existing
patients
o Consider convex mirrors in reception
o Named GP and clarification
o Analyses of surgery operations i.e. phone calls, waiting times
Local Patient Participation Report
February 2014
Practice Response
Things Patients Would Like to Change
Practice Response
Reduce queue at reception
Staff timetables were re-organised to provide cover at the
busiest times
Consider convex mirrors in reception
There is CCTV in reception
More staff
The practice has appointed a full time GP Partner and full
time Urgent Care Nurse (starting September 2014)
Appointments early morning/after 6.00 p.m. and
weekends
Practice is providing additional extended hours from
September 2014 and therefore providing early morning,
evening and Saturday appointments
Test Results Line available for a longer period
Dedicated results line has now been moved to reception
and patients can phone for results 10:30 - 12:30 and 14:00
- 17:30
Clarification of Sit & Wait Clinics and better
communication of services available
Information on the website, reception regularly relay
information re appointment system to patients
Texting facility, not just for newly registered but existing
patients
This is actively encouraged for all patients
Named GP and clarification
Over 75s now have a named GP responsible for overall
co-ordination of care. All other patients have an aligned
GP for administration purposes
Results of National GP Patient Survey
July 2013 to March 2014
Access & Overall Experience
Practice name
Ease of getting
through on the
phone
Recommend GP
Overall experience
Overall
surgery to someone
of making an
experience of GP
who has just moved
appointment
surgery
to the local area
Average of 4
indicators
REGAL CHAMBERS
52%
66%
85%
75%
69%
East & North Herts
CCG
68%
73%
86%
78%
76%
England Average
78%
79%
88%
81%
82%
Results of National GP Patient Survey
July 2013 to March 2014
Quality of Consultation with GP
Practice name
Involving
Giving you
Explaining
you in
Listening to
enough
tests and decisions
you
time
treatments about your
care
Treating
you with
care and
concern
Confidence
and trust
Average
Rank (7986)
Regal Chambers (GP)
89%
90%
83%
76%
88%
98%
87%
3855
East & North Herts CCG
86%
88%
82%
74%
83%
94%
85%
164 (out of
211)
England
88%
89%
85%
78%
85%
94%
86%
Steps we are Taking to Improve Patient Survey Results
•
•
Telephones
o Auditing the number of phone calls by receptionist and session
worked and reviewing on a monthly basis with the reception
team
o Sending a letter to new mothers with pre-determined dates for 6
week check and first injection to ease congestion on the phone
lines
o Changing the flu clinic appointments to avoid telephone calls
o Encouraging use of online booking
Additional Staff
o One new full time GP Partner
o One new full time Urgent Care Nurse
Any suggestions from the Patient Reference Group?
Friends and Family Test (FFT)
•
•
Contractual obligation from 1st December 2014
Must use this exact wording:
“We would like you to think about your recent experiences of our service.
How likely are you to recommend our GP practice to friends and family if they needed
similar care or treatment?”
Categories of responses
Extremely likely; Likely; Neither likely nor unlikely; Unlikely; Extremely unlikely; Don’t know
•
•
•
Must include at least one follow up question which allows the
opportunity to provide free text – any suggestions from PRG?
Plan to issue the test on the website and have copies on reception
Number of responses to be reported to the Area Team on a monthly
basis from January 2015
Questions?