and Surgeries Patient participation Group Report 2013 - 2014

The Ampleforth and Hovingham Patient Group has 29 members, 18 female and 11 male. Representatives are encouraged from both practice areas and no one is excluded. The group was formed in 2011 with an inaugural meeting in May 2011. Membership is open to all patients. The practice requested membership from local schools, monasteries, across the practice area and encouraged as wide a membership as possible. Meetings are also attended by the Practice Manager, Deputy Practice manager and a GP. The practice meets at 7 – 8 once a quarter in the waiting room at Ampleforth Surgery. Patients who contact the practice with a complaint or suggestion are asked to join the group. Patients are encouraged to respond by email if unable to attend meetings.

Meetings have been held on: 25th June 2013 – 14 people attended 3rd September 2013 – 10 people attended 2nd December 2013 – 10 people attended 3rd March 2014 – 10 people attended

The Surgeries have a total practice population of 3,875.

The practice is trying to develop a specific young persons patient group so without the under 18s the practice 1000 demographic is shown in fig. 1. The patient group are trying to find a group of young people who will engage 500 Male with the patient reference group and take on a piece of 0

work to assess the surgery from a young persons Male Female

18 30

60

- 80

perspective. This will include information in the surgery, -

- - 0 100

provided in the patient leaflet and on the website. To - 19 101+ 31 61

date we have been unsuccessful in creating this group 81 despite the efforts of the group but will continue with fig. 1 Practice population is 3,875 this objective by targeting patients known to members of the group and the practice newsletter.

The patient group demographic is broken down as follows: 15 10 The practice advertised in both waiting rooms, in the 5 practice newsletter and through word of mouth, we have one representative from a local monastic community 0 who is unable to attend the meetings but is able to 0 - 18 19 - 30 contribute by email. Patients who have put suggestions 31 - 60 61 - 80 81 - in the suggestion boxes or raised concerns with the 100 practice were contacted by the practice manager to ask if they would contribute. fig. 2. Demographic of patient group

The practice population is predominantly White British, with only 39 non white European patients. This makes a breakdown by ethnicity statistically unreliable but there is 3.8% of the patient group non British.

It was important to ensure both surgeries are represented and there is membership from patients in each of the following areas:

Ampleforth Thirsk Nunnington Slingsby Stonegrave Oswaldkirk Hovingham Terrington Wass Scackleton

Patient Questionnaire for September 2013 draft v. 4 AMPLEFORTH AND HOVINGHAM SURGERIES PATIENT FORUM This questionnaire has been designed by the Patient Forum to find out what you want from the Practice and any improvements that you can suggest? Representatives of our Patient Forum attend meetings of the Patient Group of the Scarborough and Clinical Commissioning Group so you can also ask wider questions. Jenny Moreton, a Patient Forum member, is a governor at York Teaching Hospital NHS Foundation Trust and may also be able to address wider questions, as may, of course, the Practice staff.

1. Are you aware that the opening times of Ampleforth surgery have been extended to give patients the opportunity once a month to make earlier appointments and also appointments on Saturdays. (Full details are available in a leaflet from the surgery.) Yes/no

2. Do you find the appointment booking system suits your needs? If not why not? There are pre bookable appointments, appointments available if you need to be seen on the same day, telephone appointments, and early morning appointments on the first Wednesday and Saturday of the month (from 7am).

3. Do you use the Practice website?" (http://www.ampleforth-surgery.co.uk/)

4. Would you like help to use the touch-screen register? Yes/no If so, what help would you like?

5. Have you heard about our local Patient Forum? Yes/n Would you like to sign up to be a member - if so please add your details including your e-mail address if possible below?

6. Have you any suggestions for the Practice? Yes/no

7. Have you any questions to ask about the Practice or local NHS provision? Yes/no

8. What age range applies to you? Up to age 18 Age 18 to 40 Age 40 to 60 Over 60 Patient Details Your reply can remain anonymous should you wish it, but if you would like a reply, please leave your details below - name, address, telephone number, and email address (if applicable).

______

______

______

Please continue below if you run out of space! If you do think of any points you would like to make later on then please leave a note for the Patient Forum with the receptionists or use the suggestion box in the Surgeries.

FOR Patient Forum members helping patients to complete this questionnaire. If you have been able to answer any queries made by a patient, please make a brief record of the query and the answer given?

How the survey was made available to patients

The survey was designed by the Patient Group and made available in both waiting rooms for 4 weeks. In addition members of the patient group came into both surgeries during prebooked flu clinics to encourage and help and encourage patients to complete the survey.

What happened next?

The Patient Group reviewed the results of the survey and asked for the suggestions to be actioned. A list is attached that shows what was agreed as a priority and the action take. Appendix 2. A list of actions has been displayed in the waiting room. Appendix 3. Appendix 1

Patient Questionnaire for September 2013 v. 4 AMPLEFORTH AND HOVINGHAM SURGERIES PATIENT FORUM RESULTS

9. Are you aware that the opening times of Ampleforth surgery have been extended to give patients the opportunity once a month to make earlier appointments and also appointments on Saturdays. (Full details are available in a leaflet from the surgery.) Yes 47 No 22

10. Do you find the appointment booking system suits your needs? If not why not? There are pre bookable appointments, appointments available if you need to be seen on the same day, telephone appointments, and early morning appointments on the first Wednesday and Saturday of the month (from 7am). Yes 52 No 8

11. Do you use the Practice website?" (http://www.ampleforth-surgery.co.uk/) Yes 17 No 51

12. Would you like help to use the touch-screen register? Yes 3 (no suggestions as to what No 71

13. Have you heard about our local Patient Forum? Yes 12 No 56 Would you like to sign up to be a member - if so please add your details including your e-mail address if possible below? Joined 4

14. Have you any suggestions for the Practice? Yes 18 Positive comments 10 No 51

15. Have you any questions to ask about the Practice or local NHS provision? Yes 1 No 70

16. What age range applies to you? Up to age 18 Age 18 to 40 Age 40 to 60 Over 60 3 6 19 47 = 75 (1 didn’t give age)

Appendix 2 A summary of the suggestions from the September 2013 Patient Questionnaire

Suggestions Discussed at Patient Agreed to take forward and prioritise Forum 1 lack of privacy at Different solutions were Discussed at Partners meeting and clinical reception discussed, practice will meeting. Option a) to reduce number of people consider alternatives at desk with signs b) Erect partition to reduce size of the reception space at the desk c) Erect a barrier between waiting room and reception These options will be costed and fed back to patient forum 2 A text reminder after Alison will feed this back Done you have booked an to TPP appointment on line

3 Shorter waiting times Patients suggested Options to be investigated and fed back to vending machines patient forum

4 Keep up the brilliant Noted, no further action No further action work alternative agreed therapies accupuncture that is available on NHS

5 Receptionists could be Noted that more No further action at this point, practice will more helpful information was needed. review

6 Organise more opening Discussed recent Alison will put an article in the next newsletter times in Hovingham improvements to that details the increase in availability at Hovingham that have Hovingham since we opened. enabled two clinicians to work together 7 should have more See Number 1 See number 1 privacy near reception and waiting area

8 Celiac patients could Noted but a government No further action have "budget" for GF decision foods

9 To have information Will endeavour to Practice will provide training for staff and try to about "well being" promoted the well being improve publicity available in surgery activities for all ages in activities in this area, via the area, and increasing staff awareness particularly for elderly and better publicity within people such as activities the surgery for day visitors in care homes locally. Also, access to volunteer befriending services

10 Please can we have Patient Forum requested Surgery will provide this nappy changing at this is provided hovingham - very difficult on the floor

11 new surgery building Current situation is that No action possible at the moment NHS are aware of need but no funding available 12 larger car park Patients noted that the Staff to be thanked for making other church had allowed staff arrangements so that the car park can be used for to use the land next to patients surgery and appreciated the difference it made 13 suggested that some Patient forum members No further action required older books for children offered to bring some books in 14 improve waiting time Group members asked All staff to be reminded of the importance of: that reception are more A) Keeping patients informed proactive in delaying B) Delaying patients arrival when patients arriving at the appropriate surgery when there are long delays 15 It would be an idea to When patients use As above have information as to booking in screen this how behind the practice information is given. is when an appointment has been made. I Also as above. understand that this can't be helped sometimes but this can make me late for other appointments or late getting back to work

16 get another man in! Dr. Noted No further action possible at present Black is on his own

17 bigger car park at Patients noted that staff Staff to be asked not to park immediately outside Hovingham had alleviated problem at surgery at Hovingham Ampleforth and asked that staff at Hovingham don’t use spaces immediately outside surgery and asked that signs were put up indicated priority parking for less able patients 18 One evening surgery Patients asked that Practice will audit patients using extended hours might be useful for surgery consider an appointments to ask if they were prefer an those people in evening surgery and evening appointment to be available. employment suggested that the patients using the early morning surgery are asked if they would have preferred an evening slot

Appendix 3

Ampleforth and Hovingham Surgeries Patient Group

Patient Questionnaire 2013-14 Results

What you asked for What we did

Better privacy at reception One at the desk at a time introduced A text reminder for Requested this improvement from supplier appointments booked on line Shorter waiting times Average waiting times have marginally increased for doctors, the practice is reviewing the situation Jan – Feb 2013 Average between 5.6 – 10.1 mins Jan – Feb 2014 Average between 5.8 – 11 mins Reception staff will keep patients informed of delays and the booking in screen also informs patients of delays More opening times at We have created an extra room so that surgery Hovingham and clinic times can be increased and to allow GP and nurse clinics to run together More “well being” activites • New exercise class set up by Patient Group • Bidding for funding for extension of Driver/Befriender scheme Nappy changing facilities at Purchased and installed Hovingham Larger car park Staff now park adjacent to Ampleforth Surgery car park and away from the door at Hovingham Surgery to improve access for patients. Books for older children Patient Forum members have donated books One evening surgery A questionnaire is available on line to assess this need. Alternatively, put your suggestion in the box if you would prefer more Saturday appointments or an evening surgery?

December 2013

AMPLEFORTH SURGERY

Reception: 01439 788215 Dispensary: 01439 788188 Email: [email protected] www.ampleforth.surgery.co.uk The Surgery closes for lunch from 12.30 – 1.00

Doctors Reception and appointments and Health Care Nurse dispensary telephone Assistant appointments 9.00 - 11.30 Monday 8.30 - 6.30 9.00 – 6.00 9.00 - 12.30 4.00 - 6.00 9.00 - 11.30 Tuesday 8.30 - 6.30 8.30 – 6.00 9.00 – 12:30 4.00 - 6.00 Alt weeks: Alt weeks: 7.00 - 11.30 or 7.00 – 4.30 Wednesday 7.00 - 6.30 or 9.00 – 12:30 8.00 - 11.30 or 8.30 – 5.30 8.00 - 6.30 And 4.00 - 6.00 9.00 - 11.30 Thursday 8.30 - 6.30 9.00 - 12.30 4.00 - 6.00 9.00 – 5.30 Childhood vaccination 9.00 - 11.30 Friday 8.30 - 6.30 clinics 1st and 3rd Fridays 2.30 – 4:30 in each month 10 – 11.30am First Saturday 8.00 - 12.00 8.15 - 11.30 8.00 - 11.30 in the month

HOVINGHAM SURGERY The Surgery, High Street, Hovingham, York YO62 4LA Telephone: 01653 628203 Email: [email protected] www.hovingham.surgery.co.uk The Surgery closes for lunch from 12.30 – 1.00

Doctors Reception and Appointments and Health Care Nurse dispensary telephone Assistant appointments Monday 8.30 – 12:30 9.15 – 11:45 Tuesday 8.30 - 12.30 9.00 - 11.30 Wednesday 8.30 - 4.00 2.00 - 4.00 8.30 – 11.30 Thursday 8.30 – 12.30 9.00 – 11:15 Friday 8.30 – 6.30 9.00 – 5.00 9.00 - 12.00

Which days do the doctors work?

Dr. Kaye Dr. Gregory Dr. Heidi Dr. Kate

Mechie Black Schwarze Howlett Monday All day Am am Tuesday All day All day Wednesday All day All day Thursday All day All day Friday All day All day When to see the practice nurse? The practice nurses see patients who may have minor illnesses. These would include patients concerned about possible respiratory infections, eyes, ears, nose and throat issues and abdominal pain. As well as minor injuries and review of long term conditions such as asthma and diabetes.

When to see the Health Care Assistant? The Health Care Assistant offers appointments for blood tests and blood pressure checks, hypertension and health checks. She should also be booked for E.C.G’s, dressing changes and flu vaccinations. Who else works at the surgery?

Chris Katie Egerton Lorraine Hull Richard Mason Mental Health McAleenan Health Visitor Midwife Podiatrist Team Physio. 1 – 3pm D. Whiting Monday 12.30–3.00pm Ryedale counselling Tuesday 8.30 – 4.00 1.00 – 1.30 Wednesday 2 - 3.30 4th Wed each month Thursday 10.00 – 11.30 1– 2pm 1st and 3rd 1st and 3rd Friday of each Friday 9.20 – 12.00 Friday of each month month (vaccination C. De lacey clinic)

If you need a doctor outside of surgery hours please ring 111. If medically urgent ring 999