Caring at the Heart of the Island

Medina Healthcare ‘Caring at the heart of the island’ www.medinahealthcaresurgery.nhs.uk

The Surgery The Surgery 16 West Street 94 High Street Medina Newport Healthcar Wootton Bridge, Ryde Isle of Wight e Isle of Wight PO30 1PR PO334PR Telephone (01983) 522198 Telephone (01983) 522198 Fax (01983) 524258 Fax (01983) 883538

PATIENT REPRESENTATION GROUP REPORT – MARCH 2012

What is the patient representation group (PRG)?

The PRG for Medina Healthcare was set up at the end off 2011 to gain the view of patients on the services offered by the practice and the patient experience. The practice advertised from November 2011 onwards in both surgeries by way of notice boards and leaflets and on our website. We also asked staff members to promote the group and to think of patients who they thought would be interested in joining who would offer a range of perspectives.

The group meets to discuss and review areas of local health needs, services available, access to services and how the practice helps to keep patients informed of new services and any changes. The PRG is an open membership group that encourages involvement from all members of the practice population. Due to the difficulty in recruiting members from the younger age groups we are now trying to build a virtual group which may be more accessible for them.

We also contacted all the nursing homes who have our patients as residents to enquire if anyone of them had access to personal e-mail accounts to enable them to become part of a virtual group. Unfortunately due to their health needs none of the homes had residents who could participate.

Appendix A – steps take to recruit in addition to advertising

Profile of the members of the PRG

6 members attended the first meeting of the PRG and 2 members sent apologies. All members who attended were in the age group of 55 and above. It was discussed how to attract the younger patients and it was suggested that meeting during the day might not be possible. However we did find even recruiting them to the group was difficult in the first place. As mentioned above we hope by advertising the virtual group this will improve the age range within the PRG. To do this we have involved the help of our clinicians, health visitor and midwife to try and talk to their patients on our behalf.

Appendix B – action plan 1st PRG meeting.

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Practice Population profile PRG profile Difference % under 16 17% % under 16 0 -17% % 17-24 9% % 17-24 0 -9% % 24-34 11% % 24-34 0 -11% %35-44 11% %35-44 0 -11% %45-54 14% %45-54 0 -14% %55-64 12% %55-64 43% +31% %65-74 14% %65-74 28.5% +14.5% %75-85 8% %75-85 28.5% +20.5% % Over 85 4% % Over 85 0 -4% % Male 55% % Male 43% -12% % Female 45% % Female 57% +12%

Ethnicity – Practice PRG profile Difference Population profile White - British, Irish any 79.7% White - British, Irish 100% -20.3% other any other Mixed white 0.61% Mixed white 0% -0.61% Asian or Asian British 3.1% Asian or Asian British 0% -3.1% Black or Black British 0.28% Black or Black British 0% -0.28% Chinese or other ethnic 0.61% Chinese or other 0% -0.61% group ethnic group Not stated 15.7% Not stated

Patient survey

Areas of priority and how they were decided

The first meeting of the PRG was on the 13th of December 2011. The main focus of the meeting was to agree the questions for the patient survey. A draft survey was given to all those present, each question was discussed and approved before moving on. After the meeting the final questionnaire was e-mailed or sent to all members of the PRG (even if not present at the meeting) for final approval. The PRG decided that ethnicity should not be recorded as a tick box but by use of a comment box. Once the results were received we realised by recording the results this way we were not able to record ethnicity as a percentage.

Survey process

The survey was carried out during January and February 2012 at both surgeries. Questionnaires were handed out to patients attending surgery during this time and were also completed via our website. During this time we succeeded in reaching 544 of our patients which represents more than 5% of our overall practice population of 8,617 overall. We were successful in reaching a good representation of ages and gender.

Discussion about results

Survey results Appendix C

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Once all the survey results were in an published on the website a copy was e-mailed or posted to all the members of the PRG prior to the 2nd meeting in order form them to view before discussion.

The results of the patient survey were published on our website in February 2012 and discussed at the 2nd meeting of the PRG on the 22nd March 2012. Each question was discussed in turn and those points which the PRG thought showed room for improvement were discussed individually as follows:

Advertising the Saturday surgery more clearly at both sites as some patients still seem unaware of the extra surgery. ES advised we plan a new notice board purely for information regarding the practice. KS suggested that rotating the information a month at a time is sometimes more effective. ID suggested we use the un-used television sets to advertise the practice via power point presentations.

The waiting time to see a GP which achieved the highest result was 11-20 minutes. Since the surgery closed catch-up slots for 2 of the new GPs have already been added and hopefully this will address this problem and be reflected in any future questionnaires.

Patients find it harder to get through to the surgery between 8am-9am. The practice is unable to allocate more staff to this time of day but it was explained that there are 6 telephone lines coming into the surgery. The engaged tone is when all 6 lines are busy, once a line is free the patient enters a queuing system. The surgery will explore whether we have a facility to inform patients of their position in the queue.

The ability for patients to speak to a doctor on the phone received variable results. It was agreed that this question could be explored again in the next questionnaire but with the addition of a comment box to ascertain where the problem lies.

The results of the patient survey were overall very encouraging and encompassed many issues including, how friendly/helpful our reception team are, opening hours, any additional opening hours preferred, waiting times, ability to get through on the phone, ability to speak to a GP and treatment received by both GPs and nurses.

Appendix D – action plan 2nd PRG meeting

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Access

Opening Hours

West Street Surgery

Monday 8.00am – 7.00pm Tuesday 8.00am – 7.00pm Wednesday 8.00am – 7.00pm Thursday 8.00am – 6.30pm Friday 7.30am – 6.30pm

Wootton Bridge Surgery

Monday 8.30am – 6.30pm Tuesday 8.30am – 6.30pm Wednesday 8.30am – 6.30pm Thursday 8.30am – 7.00pm Friday 8.30am – 6.30pm Saturday 8.00am – 10.30am

Saturday surgery at Wootton Bridge is for booked appointments only, there are no telephone calls to the surgery, emergency appointments or issuing of prescriptions during this time.

Extended Hours

West Street Surgery

Monday late surgery – last appointment 6.30pm Tuesday late surgery – last appointment 6.40pm Wednesday late surgery – last appointment 6.40pm Friday early surgery – starting at 7.50am

Wootton Surgery

Thursday late surgery – last appointment 6.40pm Saturday morning surgery – 8.00am – 10.30am

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Access to services

Medina Healthcare

16 West Street, Newport, Isle of Wight, PO30 1PR Telephone 01983 522198 option 1

94 High Street, Wootton Bridge, Isle of Wight, PO33 4PR Telephone 01983 522198 option 2

The surgery is available to contact by telephone between the hours of 8.00am and 6.30pm Monday – Friday.

Details of how to contact a GP out of hours is via a message on our answer phone by telephoning the normal surgery number, on our practice website and NHS choices website.

Publication of the report

The results of our patient survey and report are available to view via our website

www.medinahealthcaresurgery.nhs.uk

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Appendix A Patients asked to join PRG by letter end November 2011

Female 1988 no response Female 1991 no response Male 1978 no response Female 1945 no response Male 1944 on PRG Male 1949 on PRG Female 1954 on PRG Male 1933 no response Male 1933 no response Female 1937 no response Female 1965 no response Female 1951 on PRG Male 1932 no response Male 1981 no response Female 1978 no response Male 1942 no response Female 1986 no response Male 1935 on PRG Female 1957 no response Female 1944 accepted and then unable to participate Female 1996 no response Female 1935 no response Male 1976 no response Female 1973 no response Female 1929 on PRG Male 1927 no response Female 1938 no response Female 1949 no response Female 1945 rejected Female 1955 declined invite Female(telephoned 01.03.12) 1990 declined invite Female (asked in person 12.2011) 1969 CNA 1st meeting, DNA 2nd meeting

Invite to attend virtual PRG by clinician/HV/midwife – March 2012

Female 1996 Followed up with letter Female 1991 Followed up with letter Female 1988 Followed up with letter Female 1982 Followed up with letter Female 1989 Followed up with letter Female 1988 Followed up with letter Female 1980 Followed up with letter Female 1980 Followed up with letter Female 1982 Followed up with letter Female 1980 Followed up with letter

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Female 1974 Followed up with letter

Nursing home contacted March 2012

Polars Residents do not have personal access to e-mail Cornelia Manor Residents do not have personal access to e-mail Orchards Residents do not have personal access to e-mail Blackwater Mill Residents do not have personal access to e-mail Northbrooke House Residents do not have personal access to e-mail Solent Grange Residents do not have personal access to e-mail

Patients who have expressed an interest in joining the group

Female 1942 rejected Male 1937 rejected Male 1954 rejected Male 1943 rejected Female 1961 rejected Male 1946 rejected Female 1959 did not reply to invite to 1st PRG meeting Female 1943 on PRG Female 1954 invite to virtual group Female 1945 virtual group Female 1932 invite to virtual group Male 1951 invite to virtual group Male 1929 invite to virtual group Female 1925 invite e-mail to join PRG Female 1943 invite to virtual group Female 1948 virtual group Female 1944 invite to virtual group Male 1945 virtual group Female 1938 invite to virtual group Male 1949 virtual group Male 1941 virtual group

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Appendix B

Patient Participation Group Meeting Tuesday 13th December 2011

Suggestion Action Outcome

Answer phone message voice All voice messages changed Complete changed to that of a current early 2012. staff member with local accent

Amendments suggested to Amendments made. Questionnaires Complete by end of February patient questionnaire handed out at both sites during January 2012. Results to be fed back to 2012 and inputted into website for group & areas for improvement to publishing February 2012. 5% of practice be discussed. population achieved. Questionnaire results (544) published on website Feb

Photo board for all members Currently being investigated On-going – delay due to of staff at both sites planned refurbishment

List of problems dealt with by Minor illness leaflet to be adapted into larger Complete. A3 posters put up at both sites Feb 2012 the nurse to be advertised leaflet for display.

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Appendix C PPG & Survey Results Report

Patient Reference Group

The patient group comprises members

Distribution Details

Survey Results

Patient Survey

Number of Responses: 544

Our questionnaire is designed for you to answer anonymously, your identity cannot be revealed via your answers. We will use the information you provide to help us improve the quality of care and service we provide to our patients.

Surgery usually attended West Street / Wootton

Firstly please tell us the name of the doctor you prefer to see – you may make more than 1 choice. Dr Kaiser 35% Dr Lehmann 36% Dr Vloemans 31% Dr Reynolds 21% Dr Davidson 24% Dr Smith 19%

1. In the past 12 months, how many times have you seen a doctor from our practice? None 3% Once of twice 24% Three of Four times 28% Five of Six times 18% Seven times or more 23%

2. How do you rate the way you were treated by receptionists at your practice and whether this was face to face or on the telephone? Very Poor 0% Poor 0% Fair 4% Good 21% Very Good 39% Excellent 33%

3a. How do you rate the hours that your practice is open for appointments? Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Very Poor 0% Poor 0% Fair 9% Good 39% Very Good 37% Excellent 12%

3b. What additional hours would you like the practice to be open? (please tick all that apply) Early morning 6% Lunch times 5% Evenings 18% Weekends 33% None, I am satisfied 49%

4. Thinking of times when you want to see a particular doctor: a) How quickly do you usually get to see that doctor?

Same day 9% Next working day 16% Within 2 working days 29% Within 3 working days 18% Within 4 working days 6% 5 or more working days 7% Does not apply 11%

b) How do you rate this?

Very Poor 0% Poor 6% Fair 23% Good 30% Very Good 21% Excellent 7% Does not apply 6%

5. Thinking of times when you are willing to see any doctor: a) How quickly do you usually get seen?

Same day 42% Next working day 24% Within 2 working days 17% Within 3 working days 5% Within 4 working days 1% 5 or more working days 1% Does not apply 4%

b) How do you rate this?

Very Poor 0% Poor 3% Fair 15% Good 25% Very Good 28% Excellent 20% Does not apply 3% Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith 6. If you need to see a GP urgently, can you normally get seen on the same day? Yes 62% No 8% Don’t know 9% Never need to 16% 7. a) How long do you usually have to wait at the practice for your consultations to begin? 5 minutes or less 2% 6 – 10 minutes 26% 11 – 20 minutes 46% 21 – 30 minutes 14% More than 30 minutes 6% b) How do you rate this? Very Poor 0% Poor 11% Fair 36% Good 31% Very Good 14% Excellent 2% 8. Thinking of the times you have phoned the practice, how do you rate the following: a) Ability to get through to the practice between the hours of 8.00 – 9.00am

Very Poor 2% Poor 11% Fair 29% Good 28% Very Good 15% Excellent 6% Don’t know never tried 5%

b) And after 9.00am

Very Poor 0% Poor 0% Fair 17% Good 35% Very Good 24% Excellent 7% Don’t know never tried 10% c) Your ability to be able to speak to a doctor on the phone when you have a question or need medical advice Very Poor 0% Poor 5% Fair 11% Good 18% Very Good 14% Excellent 4% Don’t know never tried 41%

9. Seeing your usual/preferred doctor a) In general how often do you see your usual/preferred doctor?

Always 10% Almost always 34% A lot of the time 19% Some of the time 22% Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Almost never 4% Never 1% b) How do you rate this? Very Poor 0% Poor 5% Fair 22% Good 29% Very Good 25% Excellent 9%

10. Thinking about when you consult your doctor, how do you rate the following: a) How thoroughly the doctor asked about your symptoms and how your are feeling?

b) How well the doctor listens to what you had to say?

Very Poor 0% Poor 1% Fair 6% Good 24% Very Good 33% Excellent 31% Does not apply 0% c) How well the doctor puts you at ease during your physical examination? Very Poor 0% Poor 0% Fair 4% Good 24% Very Good 32% Excellent 30% Does not apply 5%

d) How much the doctor involves you in decisions about your care?

Very Poor 0% Poor 0% Fair 8% Good 25% Very Good 32% Excellent 23% Does not apply 5% e) How well the doctor explains your problems or any treatment that you need? Very Poor 0% Poor 1% Fair 8% Good 25% Very Good 33% Excellent 28% Does not apply 1%

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith f) The amount of time your doctor spends with you? Very Poor 0% Poor 1% Fair 14% Good 27% Very Good 32% Excellent 20% Does not apply 0%

g) The doctor’s patience with your questions or worries?

h) The doctor’s caring and concern for you?

Very Poor 0% Poor 0% Fair 7% Good 27% Very Good 31% Excellent 28% Does not apply 0% 11. Have you seen a nurse from your practice in the last 12 months? Yes go to question 12 76% No go to question 13 21% 12. Thinking about the nurse(s) you have seen, how do you rate the following: a) How well they listen to what you say?

Very Poor 0% Poor 0% Fair 4% Good 17% Very Good 29% Excellent 24% Does not apply 2% b) The quality of care they provide? Very Poor 0% Poor 0% Fair 3% Good 18% Very Good 32% Excellent 22% Does not apply 2% c) How well they explain your health problems or any treatment that you need? Very Poor 0% Poor 0% Fair 4% Good 19% Very Good 30% Excellent 20% Does not apply 3% Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Finally it will help us to understand your answers if you could tell us a little about yourself:

13) Are you: Male 35% Female 62%

14) How old are you? 0-15 1% 16-24 6% 24-35 18% 36-50 22% 50-65 22% 65 and over 28%

15) Do you have any long-standing illness, disability or infirmity? By long-standing we mean anything that has troubled you over a period of time or that is likely to affect you over a period of time. Yes 56% No 32%

16) Which ethnic group do you belong to?

Please write your answer in this space

17) Your accommodation? Owner-occupied/mortgaged 56% Rented 27% Mobile Home 0% Home shared with extended family 3% Living with parents/carer 5% No Fixed Abode 0% Other 1%

Please use this box to explain in more detail if necessary

18) Which of the following best describes you? Employed (full or part-time including self-employed) 40% Unemployed or looking for work 3% At school or in full-time education 3% Unable to work due to long-term illness/disability 9% Looking after your home/family 7% Retired 31% Other 1% 19) We are interested in any other comments you may have. Please enter them below (the box will expand as you enter information). Thank you for your time in completing our questionnaire.

Is there anything particularly good about your healthcare

Is there anything that could be improved Do you have any other comments?

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith Appendix D

Patient Participation Group Meeting Thursday 22nd March 2012

Suggestion Action Outcome

Advertising Saturday surgery more Investigate use of TV sets which To investigate clearly at both surgeries. Using TV are currently idle to keep patients better screens to this effect informed about services

Average waiting time to see a GP to reduce this waiting time On- going - Catch-up slots inserted for 2 new from survey 11-20 minutes GPs

Patients find it harder to get through Try and add message to phone to inform To investigate On the phone between 8-9am patients where they are in queue

On next questionnaire ascertain why Set-up smaller questionnaire on website On-going -Smaller questionnaire in draft form patients not satisfied with being able to particularly target this area to obtain for approval to speak to a GP – where does more accurate results problem lie

Partners Dr G Kaiser, Dr G A Lehmann, Dr M Vloemans, Dr R Reynolds, Dr T Davidson and Dr K Smith