The Palms Medical Centre (F86009) Patient Survey 2013/14
Practice Population Profile
AGE RANGE
0 - 24
25 - 34
35 - 44
45 - 54
55 - 64
65 - 84
85+
TOTAL %
29
16
14
14
11
13
2
Patient Reference Group (PRG) Profile
AGE RANGE
0 - 24
25 - 34
35 - 44
45 - 64
55 - 64
65 - 84
85+
TOTAL %
5.8
9.3
7.5
10.9
20.8
42.2
3.5
Ethnicity
ETHNICITY
British
Irish
White & Black Caribbean
White & Black African
White & Asian
Indian
Pakistani
Bangladeshi
Caribbean
African
Chinese
Any Other
Total =
PRACTICE PROFILE
37.3
0.7
2.8
0.7
0.88
17.1
6.32
4.1
4.7
5.9
1.4
18.1
100
PRG PROFILE
66.5
1.15
5.2
1.7
0.6
13.3
2.3
3.5
5.2
1.7
1.15
4.6
100
The PRG is fairly representative of our practice profile. We had no responses from the
<24 year age group last year so there has been an improvement in that area this year. The
Patient Participation Group (PPG) are going to look at ways we can engage with the under
represented groups of patients and maybe conduct a survey just for this cohort of patients.
PRG Profile
Age
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
Age
0-24
25-34
35-44
45-54
55-64
65-84
85+
Ethnicity:
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
W
hi
te
Et
hn
ic
i
&
Br ty
W B
i
tis
hi lac
te k
h
C
& a Iri
r
s
Bl ib h
a b
W ck ea
hi Af n
te ric
& an
As
ia
In n
P di
Ba aki an
ng sta
la ni
de
Ch sh
Ca ine i
rib se
b
O A ean
th fr
er ic
gr an
ou
ps
0.00%
Gender:
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Male
Female
56.07% of the patients who responded to the survey were female compared to 51% of the
practice population.
There were 185 completed questionnaires, of these 12 (6.5%) did not fill in their personal
details.
How the survey questions were set
We looked at the concerns/suggestions that patients had raised throughout the year and asked our
Patient Participation Group (PPG) for which areas they thought we should concentrate on.
Our group was set up in December 2012 and during its set up the founding members spent many
hours talking to patients in reception regarding our services.
The survey was devised at one of our PPG meetings and questionnaires were available in
reception during a 12 week period from October - December 2013.
Posters were put up throughout the building and both our receptionists and a PPG representative
asked patients to complete the form.
The questions that were considered to be a priority were: 1 – Are you happy with the new appointment system?
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Yes
No
Not aware of
changes
No answer
72.4% of patients are happy with the way the new appointments system is working. The removal
of the ‘48 hour appointments’ has streamlined the appointment booking system and has also
stopped the call volume these appointments generated.
2 – Q2 Are you happy to phone for an appointment?
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Always
Sometimes
Never
This result is a vast improvement on last year’s survey when 66% of patients were very unhappy
with telephone access. After discussion with both staff and the PPG we changed the way
reception works. Two reception positions are now permanently closed and staff only answer the
telephone throughout the day. Additional staff are also utilised during the busiest periods of the
day and call volume is constantly monitored. Although there are still complaints about the time it
takes to get through, the comments we have received since we changed the way reception works
have been more positive.
3 - Would you prefer to make your appointments on-line?
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Yes
No
The on-line booking system is now available and the number of patients who have registered to
use the service is steadily increasing. This facility also enables you to cancel your appointments
on-line.
4 – Do you telephone to cancel an appointment if it is no longer needed?
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Always
Sometimes
Never
Always attend
The results are very pleasing but unfortunately the reality is very different.
There were 329 doctors appointments wasted between 02/01/2014 – 28/03/2014 due to patients
not cancelling appointments. This is equivalent to 19.3 surgeries. During the same period 139
Nurse’s appointment were missed, equivalent to 7.75 clinics and 96 appointments for Amina
were missed, equivalent to 8 sessions. Lack of routine appointments is the 2nd highest complaint
we receive after telephone access and these wasted appointments would help our access
considerably. We have a dedicated mobile number for cancellations: 07442 504081, which is
constantly monitored. You can either text or leave a voicemail message on this number but it
will not be answered.
5 –Would you like appointments to be available
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Early mornings
Evenings
Weekends
62% of the patients who answered gave their reason for wanting longer opening times.
51.3% were due to work commitments / getting time off.
27.0% was for more flexibility / convenience.
12.1% said more appointments were needed to improve access.
9.5% was because they would prefer to see their own GP at the weekends if they were ill.
Although we opened on Saturdays for three months during the winter this was because additional
funding was provided to offer this service. The practice is currently unable to offer longer
opening times but if more funding becomes available this would obviously be considered.
6 - If you were unable to get an appointment did you use any other service?
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
No
ne
11
1
Ce
nt
re
n
al
ki
W
Ou
to
fH
A&
ou
r
s
E
0.00%
There has been a big increase in the number of patients who attend A&E when they cannot get
an appointment compared to last year. Staff already signpost patients to other services available
during the day but we need to try and reduce the unnecessary visits made to the A&E
department. We intend to promote patient awareness of the excellent service provided by the
local pharmacies for minor ailments
The majority of the patients who answered N/A (not applicable) said they usually got an ‘on the
day appointment’ when needed.
7 - Do you know how to get medical advice outside surgery hours?
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Yes
No
We are trying to increase patient awareness of the services that are available both during, and
outside of surgery hours. The PPG felt it was important that patients knew how to access other
services available to them rather than attending A&E unnecessarily.
8 - If you request repeat medication it is available to collect after 48 hours?
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Always
Sometimes
Never
N/A
There is definitely room for improvement in the turnaround of prescriptions. We have recently
started to offer electronic prescriptions, which is a new service for the practice and there has
been a few teething problems. We now have one member of staff responsible for dealing with
prescriptions and this continuity has made a big improvement in the workflow to the clinicians.
The doctors are aware of the survey results and the practice intends to take measures to try and
improve the service.
9 – Do you have any comments or suggestions?
The comments received were:
33 regarding telephone access
27 - It took too long to be answered or was difficult to get through
3 - It was easier to come in than telephone
1 - The new number is too expensive
1 - Telephone is not always on at 8.30am
1 - Why do we not give results before 10.00am?
We changed to our 0844 telephone number to a local number 020 8554 6817 over four years ago.
Our telephone system is automatically switched on at 8.30am by computer programme
We do not give results before 10.00am as this is the busiest time of day for calls and we give
priority to patients ringing for ‘on the day appointments’ and home visits.
We are constantly trying to improve our telephone access but are unable to increase the number
of incoming lines or the number of staff available to answer the telephone due to financial
constraints.


7 regarding obtaining appointments and waiting over 2 weeks for a routine appointment
6 regarding employing more receptionists as the queues were too long







4 regarding the ‘ one appointment, one problem’ rule
2 regarding continuity of care (seeing the same GP)
2 that there should be more ‘on the day’ appointments
2 stating that having the reception blinds down was depressing
2 regarding the delay in doctors completing forms
1 regarding having to a give a reason when booking an ‘on the day’ appointment
1 regarding GP surgeries running late




2 regarding having blood tests at the surgery
1 regarding the parking
1 that we need more doctors
1 regarding the delay in receiving notes from their previous GP



1 that we should have a focus group for patients
1 that we should have an outside postbox
1 that we should open at 8.00am
Section 1
We are aware that 2 -3 weeks wait is not acceptable and we are trying to bring this down. Our
high DNA rate contributes to the problems we are having with access. There are a finite number
of appointments available and these are divided between pre-bookable and ‘on the day’
appointments. The numbers allocated are assessed each week and change depending on day of
the week, time of the year etc.
Section 2
All of these are beyond the practice’s control. There is no finance available for the provision of
providing a phlebotomy service at the practice or to employ more doctors. We only receive new
patient medical records once they have been returned by the previous practice. We are actually
very lucky with the local parking facilities close to the practice. Other than the yellow lines
which only apply between 11.00am -12.00pm outside the practice there are no other parking
restrictions in the surrounding roads.
Section 3
We already have the last three points in place. The surgery opens, and booked appointments
start, at 8.00am every day. There has always been an external postbox on the outside of the
building on the left hand side of the entrance. We already have an excellent PPG but are always
looking for new members. Any patient who is interested in joining our group should contact our
chairman Alan Banner by e mail at [email protected] or leave their contact details at
reception.
There were also several positive comments which included







4 regarding the excellent service they had received
4 regarding the good service they had received
The improvement in the appointments system
That reception staff are very helpful
That the service has improved
That the student doctors are excellent
Nurse Mary is excellent and please do not let her leave
I would like to take this opportunity to inform you that Mary has advised the practice of her
intention to retire at the end of 2014.
It is always nice to receive positive comments and thank you’s and these are always passed on to
the staff concerned.
Some patients made several comments on their questionnaire and some did not make any.
Survey Findings
The survey results were discussed at a PPG meeting and the following changes were agreed:
Continue to monitor telephone access to try and improve access further.
Promote cancelling appointments as this would help improve appointment access.
Advertise the Out of Hours service to make patients more aware to use 111 rather than attend
A&E.
Look in to ways we can engage with patients who do not come to the surgery very often and also
patients in the less represented age groups.
Improve the turnaround of repeat prescriptions.
Action Plan

Reduce DNA’s. If we can introduce text messaging service we will be able to send
reminders to all patients with booked appointments. This is turn will hopefully
encourage patients to cancel unwanted appointments in a timely manner so that we
can offer them to other patients and improve access.

The PPG suggested we respond to text messages and voicemails received on the
cancellation phone so that patients are aware we have acknowledged their requests.

Produce a slip/card with both the surgery and cancellation number on it.

Improve repeat prescription turnaround. This will be discussed with the doctors and
monitored throughout the coming year.

Decide how to engage with other groups of patients to collect their views.
The responsibility for all of the above is the Practice Manager.
Actions taken from last years’ action plan 2012/13

‘The planned changes to reception have proved to be very successful. There has been a
big improvement in telephone answering times and a reduction in patient complaints.
The receptionists are happy with the way reception has been working.
After a suggestion from the PPG we altered the way prescription collections by staff from
Britannia and Borno are dealt with. Prescription collections were causing the queue to
build up so we now have a dedicated member of staff to deal with these visits. This has
proved to be very effective.

On-line appointment bookings are now available. We are also changing the system for
ordering on-line prescriptions. The registration form for on-line services gives you
access to both services.

Introducing text message reminders was not introduced during 2013-14 due to problems
with computer compatibility. The issues should soon be resolved and having this service
for the forthcoming year is a priority.
Opening Times
As a result of the survey we have not changed our opening times.
They are: 8.00am – 12.30pm and 1.30pm – 6.30pm Monday, Tuesday, Wednesday and Friday
and 8.00am – 12.30pm on Thursday.
You can call the surgery between 8.30am – 12.00pm Monday to Friday and between 1.30pm –
6.30pm Monday, Tuesday, Wednesday and Friday. Outside of these hours please call 111.
Survey report
The survey results and report will be published on-line at: www.thepalmsmedicalcentre.co.uk
and paper copies will be available in reception.