APMS Procurement Patient and Public Engagement Report Raw 3,013 Practice Name: Old Oak Surgery Practice Code: E85673 List Size: Weighted 2,898

Borough: & Responsible Commissioner: Nick Sodhi

Date Consultation Commenced: 05 October 2015 Date Consultation Completed: 31 October 2015

Date of Report: 3 December 2015 Completed By: Sarb S Bansal

Narrative

Give a brief description of the engagement undertaken and any issues arising. GP services at Old Oak Surgery are currently managed by Brook Green Medical Partnership. In February 2015 the GP contract for Old Oak Surgery previously held by Dr Anyiam-Osigwe came to an end and a temporary contract was awarded to Brook Green to continue to run the service until a new permanent arrangement could be put in place. Another local practice, The Practice Canberra at Parkview Centre for Health, also needs to find a new permanent provider of services for patients registered there. In order to ensure that patients of both practices receive high quality services in the future, NHS following engagement with stakeholders propose to merge the Old Oak Surgery with The Practice Canberra. It is proposed this new, larger practice will run from purpose built, modern premises at Parkview Centre for Health and Wellbeing, Cranston Court, 56 Bloemfontein Road, W12 7FG. This is about half a mile away from Old Oak Surgery. Bringing both practices together will enable many benefits for patients, including disabled access, longer opening hours, and a greater range of GP appointments. The health centre is on the 283 bus route and there is on street parking for cars, and free cycle parking immediately outside the front entrance. It is expected that many of the staff currently working at Old Oak Surgery will transfer to the new premises, and patients would automatically be transferred to the new provider at Park View Centre for Health. Procurement of the new provider is being undertaken as part of NHS England's APMS programme. Letters were sent to stakeholders, including all adult registered patients in October 2015 to inform them of the procurement process and invite them to have their say on the future of the practice via surveys and patient events. Information posters for patients were also created and put up in the practice from October 2015. Patients were able to contribute their views in the following ways: • Completion of an online questionnaire. • Completion of a paper version of the above questionnaire at the GP surgery. • Attend information session at the surgery. Summary of issues and themes arising from the patient engagement: 1) Premises: 33% of patients felt that the new premises will be much worse for them, the common reason being a preference for a small surgery, providing personalised care, lack of privacy in a large building was also cited as a concern. 18% or patients responded that the new premises will be slightly worse for them, due to the increased distance. 28% of patients thought that the new premises will be much better for them. 2) Patient experience: in order of highest ranking importance was, Booking an appointment the first time that you speak to the receptionist, without having to call back - 77%; Booking an appointment for today or tomorrow - 72% Proposed opening hours meet patient needs -64%, (with 1/39, 3% stated that the hours did not meet patient needs) Do you feel that you have enough support and information to help you manage your own medical condition - 64% Important that: - You are able to choose which doctor you see - 59% Important that you are seen at your appointed time - 56% Important that: - The practice involves the PPG when it makes major decisions - 56%

Recommendations Please ensure recommendations address each issue raised below and confirm whether and how the matter raised should be taken into account; has already been taken into account; or rejected, and the reason why. Premises: Parkview Centre for Health comprises of four individual GP practices. Each practice has its own dedicated reception area and Recommendation: its own staff. Each practice has its own consultation rooms for its clinical staff. The above provides for personalised care and the privacy that all patients are entitled to- already taken into account. No further action required. Appointments:- As part of the APMS service provision, patients will be able to make appointments on the phone at the first attempt without having to call back the practice. Patients will also be able to do this online which will help support reducing phone line traffic. The new APMS contract offers different types of consultations as well as different methods to book and cancel appointments. This Recommendation: should ensure that patients have more flexibility when booking, attending or cancelling appointments. No action required.

Opening hours (Access): The new APMS contract will require the provider to open Monday to Friday 8.00am - 6.30pm and Saturday Recommendation: 9.00am - 1.00pm. No action required Support and information: Providing support and information to help you manage your own medical condition is covered within the APMS Recommendation: contract. No further action required Choice of Doctor:- All patients will be allocated a GP that they will come under as part of new requirements. Bidders will need to provide Recommendation: evidence of how they plan to ensure that registered patients are cared for and choice. The new provider will be informed of the patient views with regards to choice of Doctor. PPG:- Within the APMS contract, it is a contractual requirement for a patient engagement group to be setup. Practices will need to Recommendation: consult with their patients the best way to do this. No action required.

Page 1 of 4 For reception staff to have good service skills: - Many employers provide compulsory training in a variety of areas, including customer service, human relations, communication skills and more. Practices are also given designated protected learning time in-house to Recommendation: develop skill and training. It would be recommended to speak with the CCG to see what training options they have for non-clinical staff.

Satisfaction/support with current staff:- If the current GP's, nurse's and staff are employed under a permanent contract, they will come Recommendation: under TUPE arrangements. NHS England will inform the new provider that patients are happy and supportive with current clinicians and staff.

Written Communications Yes / No Letter sent to: (If no, explain why) Date sent Date sent (2) Date sent (3)

Registered Patients Yes 05/10/2015

Practice Patient Participation Group Yes 05/10/2015

Practice Yes 05/10/2015

Overview & Scrutiny Committee Yes 08/10/2015

Health watch Yes 08/10/2015

CCG Yes 08/10/2015

LMC Yes 08/10/2015 Andrew Slaughter - H & F Greg Hands - Chelsea & Fulham Local MP (Name): Yes 08/10/2015 Local Councillors: (Name): Andrew Jones Natalie Perez Name: Mercy Umeh Yes 08/10/2015 Colin Aherne Sue Macmillan Max Schmid Name: Yes 08/10/2015 Andrew Brown Marcus Ginn Viya Nsumbu Greg Smith Martin Waddington

Name: Yes 08/10/2015

Other (please state): [email protected] - H&F Public Health

Sue Perrin - H&F Councillor Secretary

Press Release Prepared? Yes Yes - sent to NHS England Commas - 08/10/2015

Date sent: Name of publication: Date published:

Date sent: Name of publication: Date published:

Date sent: Name of publication: Date published:

No./Source of Responses Issues / Themes Arising from Written Communications Highlighting this Point Issue: None Issue: Issue: Issue: Issue:

Page 2 of 4 Meetings

Date Time Venue No.of Attendees

Practice Briefing

Patient Engagement 1 22/10/2015 15.00 to 18.30 The 20

Patient Engagement 2

Patient Engagement 3

Other (please state):

No./Source of Responses Issues / Themes Arising from Meetings Highlighting this Point Issue: Patients preferred a small surgery that provided privacy and personalised care, Preference for Old Oak to remain open. Proven track record of Old Oak and good current support staff Issue: Brook Green GP's providing a good service and preference for them and current staff to continue providing service, including at new premises Issue: Issue: Issue: Issue: Issue: Issue: Issue: Issue:

Patient Survey

Date Online Survey launched: 01/10/2015 Date Online Survey closed: 31/10/2015 No. of Responses: 14

Date Paper Survey launched: Date Paper Survey closed: 30/10/2015 No. of Responses: 25

Tamil Somali Urdu Bengali Translations of Paper Survey available: (tick all applicable) Other (please specify):

No.of Responses Highlighting Issues / Themes Arising from Patient Survey this Point Issue: Do you think the new premises will be much worse for you ? - common themes arising that patients preferred a small surgery that provided privacy and personalised care, 13 (33%) Issue: Do you think the new premises will be much better for you? - no themes - only one comment relating to original site being more convenient 11 (28%) Issue: Do you think the new premises will be slightly worse for you - common theme was distance 7 (18%) Issue: How do these opening hours meet your needs? - 25/39 stated that the hours completely met their needs, 1 not at all and an average score of 4.4 25 (64%) Issue: Booking an appointment the first time that you speak to the receptionist, without having to call back? - 30/39 patients rated this as 5- very important, 2 rated this as 1- not important with an average rating of 4.4 30 (77%) Issue: How important is it that: - You can book an appointment for today or tomorrow? - 28/39 rated this an very important, 2 as not important (1) with an average rating of 4.3 28 (72%) Issue: How important is it that: - you can book an appointment up to 4 weeks in advance? - 17/39 rated this as 5 very important, none as not important and an average rating of 3.3 17 (44%) Issue: When you have a booked appointment: - how important is it that you are seen at your appointed time? - 22/39 rated this as very important-5; 3/39 as not important-1, with an average rating of 4.1 22 (56%) Issue: Have you ever gone to a hospital Accident and Emergency department or a walk-in centre rather than trying to get to see a GP?- 14/39 patients answered yes with 6 responses stating that this was due to no appointments available at the surgery 14 (36%)

Page 3 of 4 Issue: Tell us what is important to you about reception services. - the overwhelming request from patients 18/39 was for reception staff to have good communication skills, be able to listen, be amiable, understand needs, be friendly, helpful, polite, empathetic and knowledgeable. it was important that the telephone was answered promptly (5 comments) and also patients want reception staff to respect privacy and pass on information correctly to Doctors.

31 Issue: How important is it that: - You can see either a male or female doctor if requested? - 15/39 rated this as very important- 5; 10/39 as not important -1 and an average rating of 2.9 15 (38%) Issue: How important is it that: - You are able to choose which doctor you see? - 23/39 rated this as very important- 5; 4/39 as not important - 1 and an average rating of 3.9

23 (59%) Issue: Do you feel that you have enough support and information to help you manage your own medical condition? - 25/39 responded as Yes, comments received included two stating that consultation times required to be longer

25 (64%) Issue: How important is it that: - The practice involves the PPG when it makes major decisions? - 22/39 rated this as very important - 5; 3/39 as not important -1 and an average rating of 3.7 22 (56%) Issue: How important is it that: - Your surgery has a website from which you can order repeat prescriptions and book appointments? - 15/39 rated this as very important-5; 7/39 as not important-1; and an average rating of 3.3

15 (38%) Issue: Is there anything else that you would like us to take into account when making a decision about appointing a new GP services provider to run your GP practice? - 21 comments received including:

Doctors should treat all patients equitably, irrespective of background, ethnicity or origins x1 Preference for Old Oak to remain open x6 Proven track record of Old Oak and good current support staff x2 Brook Green GP's providing a good service and preference for them and current staff to continue providing service, including at new premises x10 Appointments should at the time booked and not late x1

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