Table and Graph for the SURGERY Age/Sex Register - A1.1.A

Appendices

Appendix A: Table and Graph for the SURGERY Age/Sex Register - A1.1.a

Under 18 18-24 25-34 35-44 45-54 55-64 65-74 0ver 75 Total 2379 866 1669 1235 1111 721 447 364 8792

Table and Graph for the Surgery Age/Sex Register - A1.1.b

Male Female 4491 4295

Graph - A1.1.c

White British 22.3% White Irish 1.5% Other white 9.6% White and Black Caribbean 0.3% White and black African 0.3% White and Asian 0.2% Other mixed 0.7% Indian 18.76% Pakistani 12.4% Bangladeshi 8.1% Other Asian 8.7% Caribbean 1.8% African 5.1% Othe Black 2.3% Chinese 0.2% Other 0.6%

1 Table and Graph for the PRG Age/Sex Register - B1.1.a

Under 18 18-24 25-34 35-44 45-54 55-64 65-74 0ver 75 Total 0 7 9 8 8 9 6 1 48

Table and Graph for the PRG Age/Sex Register - B1.1.b

18 30 male female

Graph B1.1.c

White Other Bangladesh Carib British White Indian Pakistani i African bean 45.85% 16.60% 18.75% 6.25% 4.10% 0% 8.30%

2 Survey Results A. GPs Rating Question 1. How good was the GP, you saw in the surgery most recently, in listening to you?

1. Excellent 2. Very good 3. Good 4. Fair 5. Very poor 13 8 1

Question 2. How would you rate the care you have received from GPs at the Doctor's House?

0 - "poor 10 - "very good experience" 1 2 3 4 5 6 7 8 9 experience"

3 3 1 2 5 10

Question 3. Did you have trust and confidence in the GP you last saw at the Doctor's House surgery?

1. Yes, always 17 2. Most of the times 5 3. No 0

B. Staff and Premises Rating

Question 4. How helpful do you find the receptionists?

4 5 INFORMATION TEMPLATE

6 Local Patient Participation Report 1. Validate that the patient group is representative

Practice Population Profile:

Show how the practice demonstrates that the PRG is representative by providing information on the practice profile:

The practice has set up a Patient Representative Group (PRG).The aim of the group is to provide a forum for our patients to discuss health services, health promotion and local healthcare initiatives. Our current list size is 8792 .we currently have 48 members in our Patient Representative Group and would encourage more of our patients from different ages and ethnic backgrounds to join reflect the practice profile.

Age Sex Ethnicity

Please see attached Please see attached White British 22.3% Appendix A: Appendix A: Irish 1.5 % Table and Graph for the Table and Graph for the Other White 9.6 % Age/Sex Register Age/Sex Register W & B African 0.3 % - A1.1.a - A1.1.b W & Caribbean 0.3 % W & Asian 0.2 % Other Mixed 0.7 % Indian 18.76 % Pakistani 12.4 % Bangladeshi 8.1% Other Asian 8.7 % Caribbean 1.8 % African 5.1 % Other Black 2.3 % Chinese 0.2 % Other 0.6%

Appendix A: Graph: A1.1.c

7 PRG profile:

Show how the practice demonstrates that the PRG being is representative by providing information on the PRG profile

We try to ensure that our PRG is a fair representation of all our patients. The Practice took steps to ensure as many categories of patients as possible were represented.

In March 2014 the PRG has a membership of 48 and their age ranges are from 19 to 77 years. The PRG consists of 30 female representatives and 18 male representatives and there are student, employed, and retired within the group. The Practice strives to have a good representation of ethnicity on the group and although unsuccessful to date will be driving forward the recruitment of patients from the smaller ethnicity groups within the Practice list. The practice also recognises that patients need to be recruited from the 40-50 age groups and will actively be looking to have representation within the group from this age band.

The practice participates in the Learning Disabilities Directly Enhanced Service and would like to recruit members and their carers. We are working on that through patients attending for health checks.

According to our practice profile we have nearly 60% of our patients list are white and about 25% with Asian background and the rest are from other different background. Our group reflect the practice profile although we may need to have more representative from the other minor ethnic groups and this is what we have working on. We are trying to encourage members from other minor ethnic group’s patients to participate by discussing the benefits and the rewards they would achieve. In our current group we have 19 white representative, 9 indian,7 other white 4 Caribbean 4 Pakistani and 3 bangladeshi

Age Sex Ethnicity

Please see attached Please see attached White British 45.87 % Appendix A: Appendix A: Irish Other White 16.6 % Table and Graph for the Table and Graph for the W & B African Age/Sex Register Age/Sex Register W & Caribbean - B1.1.a - B1.1.b W & Asian Other Mixed Indian 18.75 % Pakistani 6.25% Bangladeshi 4.1%

8 Caribbean 8.3 % African Other Black Chinese Other

Appendix A: Graph: - B1.1.c

Describe variations between the practice profile and the PRG group and the efforts the practice has made to reach any groups not represented.

We believe that our PRG is a fair representation of all our patients. The Practice took steps to ensure as many categories of patients as possible were represented. The PRG was advertised on the Practice website, notice board as well as on posters displayed in the waiting area and clinicians directly discussed the group with their patient during consultation.

Although the Patient participation group should be seen as a very positive process but it still requires enthusiasm and commitment in order to achieve all the potential benefits. We always believed that the right mix of members in the group is essential and important in order to achieve the aim of creating such group.

Upon the process of recruitment we took care to avoid the group being unrepresentative of the real practice patients profile and the actual ethnic back ground among our patients list. We encouraged participation from different ages, ethnic background, patients with chronic disease like DM, Asthma, IHD to join the group. Our massage at the waiting area does include “ If you are in any of the groups listed below we would love to hear from you” .

We hope that in the future more patients with various ethnic backgrounds will take part to achieve greater representation of practice profile via its patient’s representative group.

Process used to recruit to the PRG group

Good recruitment is essential. The right choice of facilitator and the right mix of members in the group are the most important factors in the success of the group.

 We tried to develop a clear plan for setting up and developing the group and also establishing clear goals for the group.

 Posters were put up in the waiting room for patients encouraging

9 them to join and be part of the group ((Are YOU interested in finding out more about the practice?)) ((Would YOU like to influence the development of local health services?)). Patients were also contacted by writing /phone call.

 Clinicians were inviting patients to join the group through direct communication during consultations.

 Involve and encourage everyone to participate by taking every opportunity to highlight the benefits of the group..

2. Validate the survey and action plan through the local patient participation report

Survey

Describe how the priorities were set:

Patients were invited by letters/email and through direct opportunistic communication to a meeting and the time and date were set following suggestions from members of the group during the previous meeting to set the next meeting on weekend to give members who work full time the chance to participate. it was agreed to carry out a Patient Survey and the PPG agreed that the Survey should be used as in previous years as it was recognised that it covered issues they felt were a priority and covered the full patient experience The meeting took place on 3rd of October 2013. The aim of the meeting was to listen and share opinion with the members of the group on their priorities for the practice survey. Suggestions were given and at the same time members shared their own ideas and concerns regarding the health care services provided to them .We agreed at the end on a number of questions which cover their main agenda.

Describe how the questions were drawn up:

The PRG plays an important role in patient surveys, both helping us to decide which issues we might need to address and how we might respond to them. Patient’s suggestions collected and summarized in the meetings minutes. Questionnaires agreed after it was discussed with both clinical and

10 non clinical staff at the surgery.

We tried to simplify these questions as much as we could and clarify how to fill out the form to encourage more patients to respond and not finding it too complicated to fill.

Their main agenda was covering three major fields- GPs care, reception and appointment s and premises. We made sure that these three agendas are covered with simple easy understandable questions with an easy way to respond. We also made sure to leave space at the form for suggestions in areas were patients may have ideas like how to tackle DNAs.

How was the survey conducted?

The survey questioners were printed out and sent to the patients’ address during the month of January, with the prepaid envelope. A covering letter was attached to explain to the patients the role of the survey and basics info on how to fill out. The returned surveys were the subsequently processed. The completed surveys were then collated and analysed and a report detailing the feedback for each question was produced.

What were the survey results?

See the documents with process surveys attached

Action plan:

We were very pleased with our results, as per attachments patients were satisfied with the doctor they saw, they all trusted their doctors and believed that the doctor has listen to them. Patients and according to the results of the survey believed reception staff are helpful however some believed they are also not polite. Patients all agreed that DNA behaviour is unaccepted.

 An action plan was agreed and the following priorities were included:

1. GP’s to see patients during surgeries on time. 2. It was agreed that the practice would publish the survey on the website and display the survey results on patient notice boards. 3. Increase the number of patients surveyed annually 4. Patients DNA their appointment without prior notification should be tackled in more consistent and vital way. 5. Discuss the results of the survey with the staff to share opinion on how we improve our patient’s satisfaction rate with reception.

11 Item Action Date comments GPs/Nurses Improve communication to Januar It was highlighted are running patients about the situation y 2015 that patients late when clinicians are running sometimes wait late and the likely waiting for long to see a time. clinicians without any clarification. Improve Improve quality of approach Januar As some of communicati by reception staff through y 2015 participant on skills for regular staff training on believed staff communication skills. receptions were not polite in spite of being helpful How to tackle  To be tackled in more Decem Survey showed a DNA consistent and vital ber more forceful and way 2014 vigorous  To encourage patients suggestions in to use the text message tackling the to cancel if they are problem of DNA unable to get through to ranging from the surgery by phone. Fine to removal Also patients from the list. encouraged to cancel their appointment by emailing reception staff. Staff emails were also placed on both surgery website and patients notice board.  Add alert on the system when patient DNA more than once so clinicians take opportunity to high light during the consultation.  Educate the patients on the negative consequences and how much our access can improve if our DNA improves.  Monthly DNA numbers are advertised at the patients waiting area and on the patient notice board.

12 How was the action plan agreed with the PRG? We discussed the outcomes of the Practice Survey with our Patient Participation Group representative at our meeting in March 2014. At that meeting we reviewed and discussed the survey results and the feedback comments provided and agreed an Action Plan on how we could move the key points forward

Any areas of disagreement?

Are there any contractual considerations to the agreed actions?

Local patient participation report:

Where was the report published?

Practice website: My health-London

Describe how the results of your survey were advertised and circulated:

Patients can view the results of the survey on the My Health-London website. Results were also presented in the surgery waiting place. When applicable, email with survey results will be sent to PPG members.

Include a copy of your full practice report:

See attached.

Opening times:

Monday: 9:00 – 12pm & 3pm – 6pm + 6:30- 7:30pm extended hours Tuesday: 9:00 – 12pm & 3pm – 6pm Wednesday: 9:00 – 12pm & 3pm – 6pm Thursday: 9:00 – 12pm & 3pm – 6pm Friday: 9:00 – 12pm & 3pm – 6pm

Telephone lines are open from 8:30 - 6.30 during the week time.

Confirm opening times and out of hours arrangements included within the report

Out of hours arrangements with PELC from 6.30pm to 8am

13 Name of Practice: ___Doctor’s House______

F: Code ___Y00090______

Lead GP Dr. Hector P. Spiteri & Dr. Samraa Elobaidi

Signature: ______

Date: _____20.3.2014______