PATIENT PARTICIPATION REPORT
2013/14
Practice Name:
Practice Code:
Deer Park Family Medical Practice
C84044
An introduction to our practice and our Patient Reference Group (PRG)
We are very proud of our work with our patient involvement group.
We meet virtually via emails and work together to make improvements that the patients want.
This is the 4th year that we have had our group and we have made some great changes in this
time.
If you would like to join the group then you can call in or leave a message with the reception
team. Louise Perkins, Practice Manager, will be in contact shortly. We welcome any patient
over the age of 18.
Establishing the Patient Representative Group
This shows how the practice has tried to ensure that the PRG is representative of the wider practice population. Information
is provided here on the practice and PRG profile.
Practice population profile
Assuming 7777 patients
PRG profile
9 patients
Difference
Age
% under 18
1064
20.6%
0
20.6% more
% 18 – 34
1455
18.7%
3
33.3%
14.6% less
% 35 – 54
2104
27.05%
2
22.2%
4.85% more
% 55 – 74
1814
23.32%
3
33.3%
10% less
% 75 and over
880
11.3%
1
11%
0.3% more
49%
5
Gender
% Male
3819
55%
6% less
% Female
4038
51.9%
4
44%
7.9% less
% White British
3851
49.5%
6
66.6%
17% more
% Mixed white/black
Caribbean/African/Asian
499
6.4%
0
6.4% less
% Black African/Caribbean
182
2.34%
0
2.34% less
% Asian –
Indian/Pakistani/Bangladeshi
357
4.6%
3
% Chinese
97
1.24%
0
1.24% less
% Other
295
3.79%
0
3.79% less
No record of Ethnicity
2576
0
N/A
Ethnicity
33.1%
33%
28.4% more
These are the reasons for any differences between the above PRG and Practice profiles:
We are delighted with our age and gender distributions in particular. We have less than 10 %
difference in age distribution. I have grouped the Under 30s as there are restrictions as to the
minimum age to join the group. For gender we are almost spot on.
We have slightly more white British on the group and a lot more Asian representatives. However I feel
that the total number of Asian patients is not reflective of the patients we have. Perhaps many have
chosen not to disclose their ethnicity and had we had the ethnicity provided by every patient we would
be a lot closer because the practice populations would be higher in Asian patients.
In addition to the above demographic factors this is how the practice has also taken account of other social
factors such as working patterns of patients, levels of unemployment in the area, the number of carers:
We meet virtually so patients do not all need to attend a meeting – evenings are great for the younger working
patients but not good for young parents or older patients and day time meetings are no good for workers.
We have few current carers on the group but we have several people who have cared for loved ones over years
and are now free and want to be involved in care improvements and we value their carers perspective.
There is no need to be IT literate or own your own PC as some of the group request to have letters sent to them
in the post or collect them or come in and see the practice manager.
By meeting virtually and with sensible timeframes we ensure that more people can be involved – whoever they
are eg young parent or mental health patient or travelling business person.
This is what we have tried to do to reach groups that are under-represented:
We advertise in the practice and also have information in Bengali, Gujarati, Hindi and Punjabi as these
are prevalent languages amongst our patients. We also advertise on our website
www.deerpark.nhs.uk which is translatable into 50+ languages upon the click of the familiar Google
translate icon. We also offer young patients who wish to do work experience the opportunity to help
roll out the survey and present – this helps to engage the younger patients in the process, fills their CV
and lets us hear what is important to this group who can be hard to engage.
1
Setting the priorities for the annual patient survey
This is how the PRG and practice agreed the key priorities for the annual patient survey
On the 8th May 2013 the practice asked the patient group to make suggested areas for improvement
or where they had concerns. They were also provided with a summary of the practices complaints and
grumbles for the past year and also significant events. I also shared the terms of engagement for the
group. The group was asked to respond with their suggestions by the 31st May 2013. A reminder was
sent on the 29th May 2013.
Once returned and collated (marking any with multiple entries) all of the suggestions were circulated
to the group with any further information from the practice to help.
Designing and undertaking the patient survey
This describes how the questions for the patient survey were chosen, how the survey was conducted with our patients and
includes a summary of the results of the survey (full results can be viewed as a separate document)
How the practice and the Patient Reference Group worked together to select the survey questions:
In the 8th May 2013 email we asked for this year’s patient lead to nominate themselves. Their remit
would be to design the draft survey (by 10th June 2013) using the suggested priorities. We would then
circulate the draft and ask for suggestions and feedback. This would then be amended for distribution
by the lead representative by the 17th June 2013. Once agreed this would be rolled out week
commencing 24th June 2013.I met with the lead representative on the 20th May 2013. They said that
they wished to design the survey, collate the findings and also present the findings on behalf of the
group to the team and agree the actions with the practice and on behalf of the group.- we offered any
support needed with this
How our patient survey was undertaken:
The agreed survey was rolled out week commencing 24th June 2013 by a work experience student
(non patient so not patient representative). She duplicated the surveys in paper format in large and
normal font sizes to aid those with poorer vision. These were given to all patients attending the
surgery for appointments or other matters.
We also posted the survey onto our website where it could be completed and translated into 50+
languages.
We ensured that the survey was rolled out to all types of clinics eg midwives, GP, Nurse, HCA,
Evening clinics.
Doctors were also asked to take surveys on home visits to ensure the voice of the housebound
patients.
The aim was to keep going until we had at least 5% of all patients and we got 450 competed surveys.
We then arranged for the lead representative to collect the surveys for collation. This was done on the
10th July 2013 and they were signed for. Unfortunately never received the collated surveys or had the
surveys returned. I offered for us to do the collation and arrange for another representative to present
the findings by telephone messages and letter but have had nothing back. Having spoken to NHS
England it was agreed that I should knock on the door but there was no reply.
Thus we decided to do it again. So we rolled it out again from Thursday 3rd October and took the
opportunity to roll it out over the drop in flu clinic on Saturday 5th Oct 2013. We were fortunate to get
278 completed in that clinic alone. This clinic is predominantly attended by older patients so to be sure
that we had a representative group we made sure that the survey was offered to all the patients to the
following Wednesday and in particular baby clinic to ensure a more representative voice of our
spectrum of patients. We gathered 410 in the second collection and collated them in house.
The practice has learnt from this and will not let the surveys off site again for collation.
2
Summary of our patient survey results as presented by the nominated PPG member to the practice.
3
Blank cell
4
Analysis of the patient survey and discussion of survey results with the PRG
This describe how the patient survey results were analysed and discussed with PRG, how the practice and PRG agreed the
improvement areas identified from the patient survey results and how the action plan was developed:
How the practice analysed the patient survey results and how these results were discussed with the
PRG:
The practice manager analysed all of the patient surveys. Every choice was recorded in a tally and
every comment and suggestion was noted. The survey and the tally / records have been retained and
will be retained for the next year if any one wishes to check them.
The presentation was prepared and two of the patient reps viewed it and made changes as they saw
fit in light of the surveys and the tally/record that they also saw.
The final presentation was then circulated to the group via email on the 15th Oct 2013 for their
suggested improvements along with those already suggested by the two who had seen them.
The key improvement areas which we agreed with the PRG for inclusion in our action plan were:
The initial suggestions for improvement were:
1. Themes notice boards advertising services or health matters.
2. Advise patients that reception can help with online services.
3. Newsletter to advertise the findings of the survey.
4. Reception to advise patients of the appointments that patients can have and explain what is
available if their exact request cannot be met.
5. Advertise the types of appointments that are available.
6. Keep patients updated on progress towards paperless prescriptions.
7. Renew posters to make the notice boards interesting.
Receipt was confirmed but there was little more to add by the rest of the group those who responded
confirmed agreement.
These suggestions were presented by the nominated patient representative on the 5th November 2013
along with the presentation of the findings above.
5
We agreed/disagreed about:
We did not disagree on any of the suggestions at the meeting. All were very valid and fair. They will all
make improvements and are possible in our health centre environment where we are tenants. The
notice boards were way too flappy!
These improvements were all agreed and confirmed by the nominated Patient Representative and the
practice team at the meeting on the 5th November 2013. The practice is looking forward to making
these improvements and agreed that everything would be done in the by Christmas by the practice
manager.
ACTION PLAN
How the practice worked with the PRG to agree the action plan:
The nominated patient representative went to the meeting with the suggested actions, all were agreed
and it was agreed that a time table of the end Christmas was acceptable.
The practice additionally volunteered to look into caller waiting on the telephone. We currently have a
type of caller waiting but it would be perhaps better if patients knew what position they are in the
queue- this could then be trialled and patients views sought to see if we kept it. This should be done if
there are no large financial implications as it may help but was not specifically requested by patients.
This was also agreed at the meeting with the nominated patient representative.
We identified that there were the following contractual considerations to the agreed actions:
There were no contractual considerations for these improvements so we could get straight on with
them.
Agreed Action Plan
Priority
improvement
area
Proposed action
Responsi
ble
person
Timescale
Date
completed
Eg: Appointments, car
park, waiting room,
opening hours
L Perkins Christmas
Providing
Themed notice boards advertising services –
2013
patient
or health matters.
Practice
information
–
Manager
correct use of Completed in doctors waiting room covering
NHS resources NHS choices, pharmacy services, A+E and
Out of hours. Also relevant leaflets below
the display. There is information available
on the website along with links to 111, NHS
Choices and other useful places.
L Perkins Christmas
Aiding patient Advise patients that reception can help with –
2013
access
online services.
Practice
Manager
28.11.2013
28.11.2013
6
Entry on website home page and
appointment page as screen shot below.
Also on noticeboard and in the newsletter.
Communication
with patients
Communication
with patients
L Perkins
Newsletter to advertise the findings of the –
survey.
Practice
Manager
Rolled out 28.11.13 in waiting rooms and
attached below and on the website.
Reception to advise patients of the L Perkins
appointments that patients can have and –
explain what is available if their exact Practice
request cannot be met.
Manager
Reception now have a crib sheet advising
them to do this. It is something that they will
gladly start to do and work on changing the
way that they have responded to
appointment bookings.
Aiding patient Advertise the types of appointments that are L Perkins
access
available.
–
Practice
This has been done in the form of a poster Manager
in main reception and also on the website
Communication Keep patients updated on progress towards L Perkins
with patients
paperless prescriptions.
–
Practice
This newsletter advises that we are in the Manager
process of considering a move to either
Emis Web or System 1 clinical systems.
These are the two main clinical systems.
Both are currently able to perform this
function but not our current system,
EmisLV. We are looking at the Progress of
Emis Web as it is relatively new before we
make a decision as we are a little undecided
on which to go for as we like both but Emis
Web is in its infancy. Will keep you posted.
Communication Renew posters to make the notice boards L Perkins
with patients
interesting.
–
Practice
Notice boards fully updated I have put up a Manager
sign that says that this is our noticeboard to
hopefully stop people adding their own
flyers which are often not relevant. See
photos below. They have information on
services , our service and a topical health
matter ( colds, coughs and flu!).
Position
in Talk to telephone contractor who supports L Perkins
queue
caller practice telephone system.
–
waiting
Practice
I spoke with the telephone engineer for the Manager
surgery. He advised that on our current
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
13.11.2013
7
telephone system this was not possible. It
was decided that as the telephone system
works well we would wait and not waste
valuable NHS resources until we needed a
new telephone system and then we would
get one with this capability.
Smarter noticeboards with requested information such as types of appointments and types of services and also
topical information for the cold and flu season. Website screen shots (Home page and appointment page)
advertising support for online access by reception and the types of appointments available to all of our
patients.
8
Review of previous year’s actions and achievement
We have summarised below the actions that were agreed following the patient survey 2012/13 and whether these were
successfully completed or are still on-going and (if appropriate) how any have fed into the current year’s survey and action
plan:
2012-2013 Patient survey actions and outcomes
Action
Timescale Person
responsible
Progress and completion date
You said you March
wanted to have 2013
a profile of the
GPs
on
the
website
Practice
Manager
We have done this. Complete by 15th January 2013
You wanted a January
receptionist to 2013
meet and greet
patients.
Practice
Manager and
reception
team
We have more staff already allocated to the busiest times of
the day in 2012. One receptionist should always be operating
the first reception desk and others should be away from the
first desk answering the telephone and doing other tasks.
Obviously there will be times when these roles will overlap
(little point in the telephone ringing off the hook whilst the
receptionist at the desk waits for someone to approach the
desk!). Implemented by 7th January 2013.
You wanted to March
talk
to
the 2013
receptionists
primarily – we
will stop Patient
Partner
Practice
Manager
Patient partner was disconnected on the 9th January 2013 as
you requested.
You wanted us March
to
investigate 2013
Touch
screen
arrivals
Practice
Manager
We have approached the Clinical System provider on 9.1.2013.
They will call back with quotes. Investigating if there is also a
facility to order repeat medicines via the touch screen. Have
account manager meeting on the 14.1.13 so will discuss
further then. …….These have been quoted at £4500-£6500
with high ongoing costs the patient group and I have agreed
that this is not a good investment for the practice at this time.
20.3.2013
You wanted a March
newsletter
2013
covering
drug
wastage
Practice
Manager
We have written a specific news letter with all of the
information for patients and this will also be included. For
distribution w/c 14th January 2013. Distributed and complete.
9
Where there were any disagreements between the practice and the PRG on changes implemented or
not implemented from last year’s action plan these are detailed below:
No, we all work together very democratically. The patient group has a terms of engagement
that is adhered to and it just works!
Publication of this report and our opening hours
The action plan is published on the website, in the practice waiting rooms via the newsletter and in this
report.
The report was uploaded with related documents are on to our website www.deerpark.nhs.uk w/c 2nd
December 2013.
Our practice opening hours are :
Monday – Friday 8.30 am to 6.30 pm. We do not routinely close for lunch or on set afternoons each
week.
Most Tuesday evenings we are open until 8pm and have appointments for this clinic.
On approximately 9 Tuesday afternoons per year we close for training from 12 noon. On these
occasions we advertise these dates in advance in surgery and on the website well in advance. We
also put up posters nearer to the time. During these training afternoons we provide an out of hours
GP.
Our opening times are on our website, on a poster in reception , on the patient leaflet and also on
NHS choices website
Opening times
These are the practice’s current opening times
Our practice opening hours are :
Monday – Friday 8.30 am to 6.30 pm. We do not routinely close for lunch or on set afternoons each
week.
Most Tuesday evenings we are open until 8pm and have GP appointments for this clinic. This is not a
formal extended hours service but is something that we run to help those who find it difficult to make it
to surgery before 6.30pm each day of the week.
On approximately 9 Tuesday afternoons per year we close for training from 12 noon. On these
occasions we advertise the dates in surgery and on the website well in advance. We also put up
posters nearer to the time. During these training afternoons we provide an out of hours GP.
Emailed to [email protected] On the 29.11.2013
Copy uploaded onto website on 29.11.2103
10
Patient Survey News Letter
Thank you so much to the patient group and to all of the patients who completed that
annual patient participation group patient survey. Here are the changes that we have
made.
Agreed Action Plan
Priority
improvement
area
Proposed action
Responsi
ble
person
Timescale
Date
completed
(for future
use)
L Perkins
Themed notice boards advertising services –
or health matters.
Practice
Manager
Completed in doctors waiting room covering
NHS choices, pharmacy services, A+E and
Out of hours. Also relevant leaflets below
the display. There is information available
on the website along with links to 111, NHS
Choices and other useful places.
L Perkins
Aiding patient Advise patients that reception can help with –
access
online services.
Practice
Manager
Entry on website home page and
appointment page as screen shot below.
Also on noticeboard and in the newsletter.
L Perkins
Communication Newsletter to advertise the findings of the –
with patients
survey.
Practice
Manager
Rolled out 28.11.13 in waiting rooms and
attached below and on the website.
Communication Reception to advise patients of the L Perkins
with patients
appointments that patients can have and –
explain what is available if their exact Practice
request cannot be met.
Manager
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Providing
patient
information
–
correct use of
NHS resources
Reception now have a crib sheet advising
them to do this. It is something that they will
gladly start to do and work on changing the
way that they have responded to
appointment bookings.
11
Aiding
access
patient Advertise the types of appointments that are L Perkins Christmas
available.
–
2013
Practice
This has been done in the form of a poster Manager
in main reception and also on the website
Communication
with patients
Keep patients updated on progress towards L Perkins
paperless prescriptions.
–
Practice
This newsletter advises that we are in the Manager
process of considering a move to either
Emis Web or System 1 clinical systems.
These are the two main clinical systems.
Both are currently able to perform this
function but not our current system,
EmisLV. We are looking at the Progress of
Emis Web as it is relatively new before we
make a decision as we are a little undecided
on which to go for as we like both but Emis
Web is in its infancy. Will keep you posted.
Communication Renew posters to make the notice boards L Perkins
with patients
interesting.
–
Practice
Notice boards fully updated I have put up a Manager
sign that says that this is our noticeboard to
hopefully stop people adding their own
flyers which are often not relevant. See
photos below. They have information on
services, our service and a topical health
matter (colds, coughs and flu!).
Position
in Talk to telephone contractor who supports L Perkins
queue
caller practice telephone system.
–
waiting
Practice
I spoke with the telephone engineer for the Manager
surgery. He advised that on our current
telephone system this was not possible. It
was decided that as the telephone system
works well we would wait and not waste
valuable NHS resources until we needed a
new telephone system and then we would
get one with this capability.
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
28.11.2013
Christmas
2013
13.11.2013
If you wish to join our patient group then please leave a message with reception.
All our work over the last few words is there for all to see on our website at
www.deerpark.nhs.uk and under the patient participation tab on the right hand
side.
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