The Avenue Surgery
Patient Participation Report and Action Plan – March 2014
Introduction
The Avenue Surgery Patient Group was established in 2012 to provide an effective
forum for our patients to contribute ideas and give feedback on any issues that affect the
service provided by the Practice. The focus of the Group is to seek the views of our
patient population to help us improve the services we provide.
To strengthen the Group’s profile and involvement in the local community in October
2012 – December 2013 the Practice collaborated with the Community Development
Trust on a pilot project
The Profile of our Patient Reference Group and Representation
The Group is made up of registered patients who have volunteered to be part of the
Group and we welcome any new members who wish to join. Since March 2012 the
group has increased in number from 12 to 22 members.
The profile of our Group (see table below) is white British, with a higher percentage of
female patients to male. The average age group of our Patient Group is older than that
of our patient population, however, we have a true representation of patients who have
responsibilities as a carer, who are disabled or permanently sick.
The Avenue Surgery Practice Population Profile
Age
Sex
Male
Ethnicity
Female
0-16
1594
825 (52%)
769 (48%)
17-24
1101
520 (47%)
581 (53%)
25-34
1110
577 (52%)
533 (48%)
35-44
870
428 (49%)
442 (51%)
45-54
887
445 (50%)
442 (50%)
55-64
518
265 (51%)
253 (49%)
65-74
379
183 (48%)
196 (52%)
75+
296
124 (42%)
172 (58%)
TOTAL %
6755
3367 (50%) 3388 (50%)
Practice Group profile
Age
25-34
35-44
45-54
55-64
65-74
75+
TOTAL %
Sex
2
6
5
3
3
3
22
Male
Female
0
0
2
0
3
0
23%
2
6
3
3
0
3
77%
According to the
Office of National
Statistics Area Data
just over 80% of
Moulsecomb and
Bevendean
residents are White
British
Carer
The Practice
has 144
patients
recorded as
carers
Ethnicity
Carer
100% white British
The Patient
Group
includes 3
carers
We have taken steps to ensure that our Group is as representative of our patient
population as possible by providing every opportunity for our patients to become a
member by:
Participating in local health engagement events in collaboration with the Community
Development Trust which provides the opportunity to engage with a wider patient
population
Working with Moulsecoomb Local Area Team Health Rep to engage potential male
members of the Patient Group
Promoting the Group and membership details on our website
Posters displayed in the Surgery
Promotion on our patient TV information screen in the waiting room
Promotion in nursing clinics such as young person’s sexual health and baby clinics
Promotion by doctors in their consultations
Personal patient invitation - this included contacting some patients who had
previously complained, commented or had ideas about the running of the surgery
Promotion from existing members of the Group spreading the word and encouraging
other patients to join
Networking with local leaders and community workers to access a wider patient
population.
Priority Issues and the Patient Survey
All members of the Patient Group were contacted in December 2013 asking them to suggest
key priorities when looking at the services the Practice provides to its patients. The Group
agreed on 4 priority areas:
Getting an appointment
Telephone answering and access
Patient information
Timekeeping
The patient survey company, CFEP, was used again this year to conduct a patient feedback
survey which gained the views of a sample of our patients through all aspects of the patient
journey from making an appointment through to their clinical consultation.
The survey included questions addressing the priority areas and this year 5 additional
questions were included to measure the effectiveness of the changes we made as a result of
our last survey. The additional questions considered the new on line appointment and
repeat prescription service and the change to our appointment system including the opening
up of the availability of appointments with a doctor 6 weeks in advance.
The survey was handed out to patients attending an appointment at the surgery over a
two week period in February 2014 and captured their experience at the time of their
consultation.
The agreed sample size needed to achieve worthwhile results was 160 responses and
this satisfies the minimum number recommended per whole time equivalent GP.
255 surveys were given out and 227 responses were completed giving a response rate
of 89%. CFEP provided an analysis of the results.
Last Year’s Survey Results and our Action Plan
The Practice were delighted that they were able to achieve the majority of the actions
outlined in last year’s Action Plan (see table below).
SURVEY
RESULT 2013
ACTION PLAN
ACTION PLAN UPDATE 31 MARCH
2014
Getting An
Appointment
Advance bookings to be
extended to 6 weeks
Advanced bookings extended to 6
weeks in April 2013
Our score 56%
Review our current
appointment system with a
view to creating more
available appointment
times
New appointment system introduced
on 29 April 2013 creating more
available appointment times
National score
67%
Continue to promote
extended hours on
Monday and Tuesday
evenings and alternate
Saturday mornings
Telephone
Answering &
Access
Extended hours advertised on
surgery web site, NHS Choices,
practice leaflet and notice in waiting
room. Extended hours
appointments offered by Reception
Patients to be reminded
not to ask for repeat
prescriptions over the
telephone (must be in
writing) – look into
possibility of adding a
telephone hold message
to this effect
Patients regularly reminded that
repeat prescriptions are not taken
over the telephone because of the
risk of errors and in line with repeat
prescribing practice
Keep lines as free as
possible, so external calls
can get through. Calls
holding to speak to the
doctor during surgery
hours to be minimised
Reception are aware when dealing
with calls to deal with them as
quickly and efficiently as they can to
keep the telephone lines as free as
possible
Waiting Room
Facilities &
Comfort
Provide play table for
children
Our score 42%
Provide books and
magazines
After investigating the possibility of a
play table, it was decided that this
was not feasible in our busy waiting
room
Books and magazines have been
provided including children’s books
Our score 36%
National score
60%
National score
64%
Provide a baby changing
facility
Baby changing facility has now been
installed in the accessible toilet on
the ground floor
This Year’s Survey Results
We were particularly pleased that we were able to introduce a new appointment system
creating more available appointment times as well as extending advanced bookings to 6
weeks. However this year’s results continue to show that there is work to be done.
Additional questions added to the survey this year about new on-line services showed
that:
On-line appointment system:
over half of the patients surveyed were not aware of the new on-line appointment
system
of the patients who were aware of the service only 31% had used it
92% of the patients who had used the service were satisfied/very satisfied with the
system
On-line repeat prescription service:
only 12% of the patients surveyed had used the on-line repeat prescription service
although this may be reflective of the number of patients on repeat medication
of these patients 89% were satisfied/very satisfied with the system
With nearly 80% of surveyed patients having access to the internet this is a key area to
target.
Additional Survey Questions
0
2
0
Blank
5
Blank
10
17
Have not
used
No
Dissatisfied
12
Very
dissatisfied
Neither
satisfied nor
dissatisfied
122
Satisfied
77
Very
satisfied
Q2. If you have used the online
appointment service, how
satisfied were you with it?
Yes
Q1. Are you aware of our new online service for
booking an appointment with a doctor and ordering
repeat prescriptions?
I do not have
access to the
internet
This year we added 5 additional questions to the survey to assess our patients’
satisfaction with some of the new processes we have established as a result of
last year’s survey:
168
29
Satisfied
116
55
28
Blank
Blank
28
138
Neither
satisfied nor
dissatisfied
Dissatisfied
Very
satisfied
80
Q5. How satisfied are you that you can
now pre-book an appointment with a
doctor up to 6 weeks in advance?
166
1
5
Blank
Q4. Are you aware that we recently made changes to
our appointment system and you are now able to prebook an appointment with a doctor up to 6 weeks in
advance?
0
Have not
used
1
Very
dissatisfied
Dissatisfied
2
Very
dissatisfied
Neither
satisfied nor
dissatisfied
11
No
Satisfied
13
Yes
Very
satisfied
Q2. If you have used the online
repeat prescription service, how
satisfied were you with it?
6
28
78% of all patient ratings about the Practice were good, very good or excellent and we
received some very positive comments, but we recognise that there are areas where we
need to improve.
Patient Feedback Survey Results - Mean % Scores by Practice List Size
6001-8000 patients
Question
About the Practice
Q1 Opening hours satisfaction
Q2 Telephone access
Q3 Appointment satisfaction
Q4 See practitioner within 48hrs
Q5 See practitioner of choice
Q6 Speak to practitioner on phone
Q7 Comfort of waiting room
Q8 Waiting time
About the practitioner
Q9 Satisfaction with visit
Q10 Warmth of greeting
Q11 Ability to listen
Q12 Explanations
Q13 Reassurance
Q14 Confidence in ability
Q15 Express concerns/fears
Q16 Respect shown
Our Mean
Score %
National Mean
Score %
56
36
56
62
47
59
42
44
67
60
67
60
55
59
64
54
72
75
76
74
72
77
73
80
80
82
82
81
79
82
80
84
Q17 Time for visit
Q18 Consideration
Q19 Concern for patient
Q20 Self care
Q21 Recommendation
About the staff
Q22 Reception staff
Q23 Respect for
privacy/confidentiality
Q24 Information of services
Finally
Q25 Complaints/compliments
Q26 Illness prevention
Q27 Reminder systems
Q28 Second opinion / comp medicine
Overall Score
73
74
73
72
75
79
78
79
78
81
61
63
75
75
62
71
59
64
61
60
64
65
67
66
66
72
For full details of the survey and details of the score calculation, please see our Practice
Website http://www.theavenuesurgerybrighton.co.uk or ask Reception for a copy.
The survey results were shared with the Practice team and the Patient Group together
with an Action Plan framework looking at the weaker areas and to build on the actions
agreed from last year’s survey.
Both the Practice team and the Patient Group were invited to comment and make further
suggestions to build on the Action Plan framework.
Feedback from the Patient Group was acknowledged and discussed and the final Action
Plan was approved by the Group. This information is available on the Practice’s website
and on the patient information screen in the Practice waiting room.
This Year’s Action Plan
SURVEY
RESULT
2014
OBSERVATIONS FROM 2014 SURVEY
Telephone
Access
Our score 36%
We are aware that this is a challenging area
and will always be made more difficult given
that patients tend to ring at the same time.
National score
62%
Additional questions added to the survey
this year about new on-line services showed
that:
On-line appointment system:
over half of the patients surveyed were
not aware of the new on-line
appointment system
of the patients who were aware of the
service only 31% had used it.
92% of the patients who had used the
service were satisfied/very satisfied with
the system
On-line repeat prescription service:
only 12% of the patients surveyed had
used the on-line repeat prescription
service although this may be reflective
of the number of patients on repeat
medication
of these patients 89% were
satisfied/very satisfied with the system
With over 90% of surveyed patients having
access to the internet this is a key area to
target.
ACTION PLAN – MARCH 2014
Improve promotion on surgery website and
practice leaflet regarding on-line
appointment system and generally increase
patient awareness through eg posters in
waiting room and leaflets to be handed to
patients. This would reduce the number of
calls to the surgery and free up lines
FOR ACTION
BY
DATE FOR
COMPLETION
Ros Clayton
Practice Manager
31/05/2014
Practice to undertake an audit to understand Ros Clayton
the nature and volume of telephone calls
31/08/2014
Investigate if telephone holding message
can include details of: on-line appointment
system, on-line repeat prescriptions,
suggesting to call at different times of the
day, fact that repeat prescription requests
cannot be taken over the telephone
31/07/2014
Ros Clayton
SURVEY
RESULT
2014
OBSERVATIONS FROM 2014 SURVEY
Waiting Room
Facilities &
Comfort
Our score 42%
We acknowledge that the comfort of patient
seating has been raised in recent surveys. It
was built to maximise the seating area at
the time the surgery was converted in 1992
and the construction and material used was
recommended by the architect.
National score
66%
Waiting Time
Our score 44%
National score
56 %
ACTION PLAN – MARCH 2014
FOR ACTION
BY
DATE FOR
COMPLETION
Practice to investigate financial feasibility of
alternative seating arrangements
Ros Clayton
30/06/2014
Improve the collection of books and
magazines we have available in the waiting
room.
Ros Clayton
30/04/2014
Reception to continue to keep patients
informed about current waiting times
Ros Clayton
On-going
As magazines and books have been readily
available for patients in the waiting room in
recent months, we are surprised by
comments regarding the availability of
reading material.
It does not come as a surprise that this
continues to be a low scoring area. The
practice philosophy of always seeing a
patient who feels that they need to be seen
by a Doctor on the same day, means that
patients on occasion may have to wait a
long time to be seen.
SURVEY
RESULT
2014
OBSERVATIONS FROM 2014 SURVEY
Getting An
Appointment
Our score 56%
Disappointing to see that although we have
overhauled our appointment system
creating more available appointments to
pre-book up to 6 weeks in advance as well
as extended hours and alternate Saturday
mornings, that this area has attracted a
below average score.
National score
68%
Of the patients surveyed only 36% were
aware that we had recently changed the
appointment system.
When asked how satisfied they were that
they could pre-book an appointment with a
Doctor up to 6 weeks in advance, 77% of
patients were satisfied/very satisfied with
this change.
Despite promoting our new on-line facility to
book an appointment with a Doctor over
60% of the patients surveyed were not
aware of this service.
ACTION PLAN – MARCH 2014
Improve promotion on surgery website and
practice leaflet regarding availability of
advanced appointments and generally
increase patient awareness through eg
posters in waiting room and leaflets to be
handed to patients.
Improve promotion on surgery website and
practice leaflet regarding on-line
appointment system and generally increase
patient awareness through eg posters in
waiting room and leaflets to be handed to
patients.
Improve promotion on surgery website and
practice leaflet regarding extended hours
bookable appointments and generally
increase patient awareness through eg
posters in waiting room and leaflets to be
handed to patients.
FOR ACTION
BY
DATE FOR
COMPLETION
Ros Clayton
31/05/2014
Ros Clayton
31/05/2014
Ros Clayton
31/05/2014
Surgery Opening Hours
Monday to Friday 8.30am – 12.00 noon and 3.00pm – 6.30pm
Appointments can be made by telephone by ringing the appointments line
Tel: 01273 606214, in person at the Reception desk or on-line.
Extended Hours – Monday and Tuesday evenings 6.30-7.30pm and alternate Saturday mornings
8.00am – 11.00am by appointment only.
Marginal cover during core hours is provided by Integrated Care 24 (IC24) and outside core
hours by the NHS 111 Service
Thank you to those who took part in the survey. We value your views and these help us to
improve the service we provide to our patients.
Please ask Reception if you would like a full copy of the survey results.
Ros Clayton
Practice Manager
March 2014