Local Patient Participation Report s1

BUNBURY MEDICAL PRACTICE PATIENT REFERENCE GROUP REPORT MARCH 2012

This report summarises development and outcomes of the Bunbury Medical Practice patient reference group (PRG) in 2011/12.

It contains:

1. Profile of practice population and PRG 2. Process used to recruit to our PRG 3. Priorities for the survey and how they were agreed 4. Method and results of patient survey 5. Resulting action plan and how it was agreed 6. Progress made with the action plan 7. Confirmation of our opening times.

The purpose of the Bunbury Practice Participation Group is to ensure that patients are involved in decisions about the range and quality of services provided. The Group will look at how the practice is run, what services are available both nationally and locally and will aim to involve patients in decisions that lead to changes to the services the practice provides. The practice will promote the active engagement of their patients through the Patient Participation Group. The PRG has been in place for approximately six months.

Information about the work of the Patient Reference Group can be found at http://www.bunburymedicalcentre.gpsurgery.net/

Chairman: Kathy Cowell Chief Executive: Kathy Doran 1 Profile of practice population and PRG

Practice population summary

The practice is situated in a rural area of west Cheshire. Ethnicity is predominantly white British, and English is cited as the first language. The practice is best described as a typical British village practice. The practice has approximately 5000 registered patients. A breakdown of patients’ ages is shown below (as of February 2012):

Less 5 to 15 to 25 to 35 to 45 to 55 – 65 to 75 to Over Tota than 15 25 35 45 55 65 75 85 85 l 5 years years years years years years years years years years

Male 127 293 268 187 341 406 388 287 144 36 2477

Female 100 301 254 172 357 448 382 279 174 56 2523

Total 227 594 522 359 398 854 770 566 318 92 5000

PRG profile

To date six members of public have been recruited to the PRG. Of these:

* Three are male and 3 female * Two members of the group are retired * Four members are of working age * All are white British

In addition, a practice partner, secretary and Practice Manager are in attendance at all meetings.

2 Process used to recruit to our PRG

The surgery already had in place a small group of registered patients who had volunteered to assist the practice on purchasing equipment from donations made to the practice, for the patients’ use.

This group were invited to join the newly formed patient reference group, and all agreed to join and help recruit more members from the practice population.

Chairman: Kathy Cowell Chief Executive: Kathy Doran The Group initially advertised for new members through use of the surgery newsletter. Posters were also placed in the GP Surgery, placed on the practice website, and also by ‘word of mouth’ in the village.

We recognise that there are gaps in our demographic mix, which we are trying to address with further advertisements in the newsletter, website and posters in the surgery. As the group becomes more involved with the practice, we hope more patients will volunteer to join.

To recruit to our PRG we:

 Wrote to patients Put up posters in practice  Offered leaflets to all patients attending practice  Put information on the practice website

3 Priorities for the survey and how they were agreed

The priorities for the survey were set out at the first meeting of the PRG in September 2011. The areas identified for discussion were:

 Access to patient appointments  Accessing advice from GP and Nursing staff  Patients not attending appointments and therefore “blocking” appointments that could be used by others. Latest DNA figures (which are published on the website) were highlighted as an issue.

However, the PRG Group felt that the most pressing issue for the practice would be the proposed boundary changes i.e. whether or not the Practice would stay in the West Cheshire Clinical Commissioning Group patch, or move to the Central and Easter Clinical Commissioning Group area.

The group felt very strongly that the survey should focus on this issue, as it would affect the way future health services would be shaped for all patients of Bunbury Practice.

The group therefore decided that patients would also be asked questions about access to appointments and fail to attend issues.

4 Method and results of patient survey

The PRG group members agreed that the main priority of the survey would be to:

- Explain to as many members of the practice as possible about the proposed changes

- Ask them for their opinions and thoughts

- Ask about access to appointments

- Ask about fail to attend issues

- Ask what they liked/did not like about the surgery

Chairman: Kathy Cowell Chief Executive: Kathy Doran Advice was sought from the West Cheshire Clinical Commissioning Group during this process. They were advised to distribute the survey as widely as possible.

Method:

- GP Foyer Noticeboard: The PRG group members designed and placed a special notice board in the foyer of the surgery which had information about the proposed boundary changes. It also invited patients to look at the information and feedback what they thought. A table was set up for patients to write down their choice of area, and additional comments on the practice as a whole. This information would be on a table in the waiting room.

- GP Practice Newsletter: The group wrote an article about the survey for the Practice Newsletter.

- Posters: The group members designed posters which were placed in the practice.

- Practice Staff: Members of staff at the practice signposted patients to the survey. Some patients, who are housebound but had heard about the proposed changes, rang the practice and asked staff members to add their names to the list.

Bunbury Village: Some patients volunteered to take the survey out to patients who would not normally be able to attend the surgery. A high number of responses were gained in this way.

We received over 1200 responses to the practice survey.

5 Resulting action plan and how it was agreed

To develop the action plan, the practice discussed it at the first meeting in September 2011, and reviewed it at the second meeting in November 2011.

To get comments from the PRG on the draft action plan we:

 Emailed the group  Met with them in November 2011.

We agreed the action plan with the group in November 2011.

The action plan is attached.

Chairman: Kathy Cowell Chief Executive: Kathy Doran The most significant result from our survey was that the majority of those who responded told us that they wanted to stay within the west Cheshire Clinical Commissioning Group boundary, and not move to the Central and East PPG.

- To address the issue of those who fail to attend for Practice appointments

- To look into the viability of promoting our smoking cessation within the practice

- To try and reach more patients with our PRG newsletter

6 Progress made with the action plan

A summary of the progress as of 31 March 2012 is:

You said… We did… The result is…

You wanted to stay within the Wrote a letter to the West We will stay with the West West Cheshire Clinical Cheshire CCG Cheshire Clinical Commissioning Group Commissioning Group.

In January the practice received a letter from West Cheshire Clinical Commissioning Group advising us that they had received confirmation from the Strategic Health Authority that they were happy for Bunbury Medical Practice to remain part of West Cheshire.

A notice was posted in the surgery informing patients and thanking them for their feedback advising them of the news. This result is also posted on the website and in the newsletter.

You were concerned about We will look at ways to More appointments available people not turning up for their encourage people to tell us if for those who need them appointments they can’t make their

Chairman: Kathy Cowell Chief Executive: Kathy Doran appointment

You had not seen our We will look at ways of You will be kept up to date newsletter ensuring local people have with news from the practice the chance to see the newsletter

You would like to see smoking We will look into the possibility We will keep you posted cessation clinics utilized more of advertising these in the in the practice practice

You did not know about the We have posted details of our You are kept up to date with Practice Patient Reference Patient Reference Group the work of the group, and Group invited to join

7 Confirmation of our opening times:

As a result of the survey we have not changed out opening times.

Opening times are from 8.00am to 6.30pm Monday to Friday (except bank holidays and one training afternoon per month). The local area operates an Extended Hours service and Out of Hours service.

Out of Hours Service - An urgent health care problem is one that cannot safely wait until the next routine surgery. For urgent medical attention from a GP outside of normal surgery hours, patients can call the surgery number on 01829 260218, their call will automatically be diverted to the Out of Hours Service.

Extended Hours Surgeries - This is a service for patients who find it difficult to attend surgery during normal hours. The service is available in the Helsby, Tattenhall, Chester or Ellesmere Port areas; from Monday to Friday evenings 6.30pm – 8.00pm and Saturday morning 10.00am – 12.00noon. Appointments may be made by telephone on 01244 385422.

The table below gives a more detailed view of Bunbury clinic times.

Appointment Monday Tuesday Wednesday Thursday Friday Times

08-00am - Phlebotomy Phlebotomy Phlebotomy Phlebotomy Phlebotomy 09.30am

08.30am - Triage Triage Triage Triage Triage 10.30am

Chairman: Kathy Cowell Chief Executive: Kathy Doran 08.30am - GP Surgery GP Surgery GP Surgery GP Surgery GP Surgery 11.30am

11.00am - Minor Illness Minor Illness Minor Illness Minor Illness Minor Illness 12.30pm Clinic Clinic Clinic Clinic Clinic

12.30pm - GP Visits GP Visits GP Visits GP Visits GP Visits 01.30pm

01.30pm - Baby Clinic 04.00pm

03.00pm - GP Surgery GP Surgery GP Surgery GP Surgery GP Surgery 05.30pm

03.00pm - Nurse Clinics Nurse Clinics Nurse Clinics Nurse Clinics Nurse Clinic 05.30pm

You can call the surgery on 01829 260218 The surgery reception is open from 8.00am to 6.30pm Surgery times are from 8.00 am to 6.30pm

Chairman: Kathy Cowell Chief Executive: Kathy Doran