Maybush Medical Centre
Local Patient Participation Report
1. Profile of practice population and PRG Maybush Medical Centre is located close to Wakefield City Centre in the Portobello area. The majority of the practice population is under 64 years old and of British ethnicity. There is an equal split of male and female patients. Practice population profile PRG profile Difference Age % under 16 - 20.7% % under 16 – 0% - 100%
% 17 – 24 – 11.4% % 17 – 24 – 0% - 100%
% 25 – 34 – 16.0% % 25 – 34 – 0% - 100%
% 35 – 44 – 13.7% % 35 – 44 – 7% - 6.7%
% 45 – 54 – 13.4% % 45 – 54 – 7% - 6.4%
% 55 – 64 – 11.1% % 55 – 64 – 36% +24.9%
% 65 – 74 – 8.2% % 65 – 74 – 36% +27.8%
% 75 – 84 – 3.9% % 75 – 84 – 14% +10.1%
% over 84 – 1.7% % over 84 – 0% -100%
Ethnicity White White % British Group – 71.1% % British Group – 86% + 15.1%
% Irish – 0.4% % Irish – 0% - 0.4%
Mixed Mixed % White & Black Caribbean % White & Black Caribbean - 0.2% – 0.2% – 0%
% White & Black African – % White & Black African – - 0.2% 0.2% 0%
% White & Asian – 0.1% % White & Asian – 0% - 0.1%
Asian or Asian British Asian or Asian British % Indian – 1% % Indian – 0% -1%
% Pakistani – 9.4% % Pakistani – 7% -2.4%
% Bangladeshi - <0.1% % Bangladeshi – 0% 0% Practice population profile PRG profile Difference Black or Black British Black or Black British % Caribbean – 0.2% % Caribbean – 0% - 0.2%
% African – 1.5% % African – 7% + 5.5%
Chinese or other ethnic Chinese or other ethnic group group % Chinese – 0.2% % Chinese – 0% - 0.2%
% Any other – 0.8% % Any other – 0% - 0.8 %
Gender % Male – 51.2% % Male – 43% - 8.2%
% Female – 48.8% % Female – 57% - 8.2%
Differences between the Age –All other groups have representation in relation to the practice population and practice list. members of the PRG.
The practice placed posters within the waiting room asking patients to become involved within the patient group (Appendix 2). Interest forms for patient to complete were also left within the waiting room with patients asked to leave their details so they could be contacted to attend (Appendix 3).
The practice has established a Patient Participation Group (PPG) consisting of 15 members and it was agreed that meeting times would alternate between a day and evening meeting to ensure equity to all members wishing to attend. The PPG group has representation from predominately the British ethnicity, with representation from African and Pakistani ethnicities also. The age range of the group is between 35-84 years old with slight more representation from the female gender but remain representative of the practice population. The practice had been unable to recruit patients from the 24 and under category and details of the group to the local college to try and gain some but there were no recipients (Appendix 1). However posters informing patients of the PPG are still displayed within the waiting room, if patients wish to participate.
The first PPG meeting was held on 1st September 2011 where the purpose and the aims of the group and who should attend. The group have agreed a terms of reference (Appendix 4) appointed a secretary to take the minutes and that the chairing of the meetings would be shared amongst all members. All minutes of the meetings held are in Appendix 5.
2. Local practice survey The last national GP (April 2010 –March 2011) patient survey had been poorly responded to by patients and there were a low number of respondents. One of the aims of the 2011 patient survey was to ensure that there were a higher number of respondents so that a true representation of patient views could be gained. Some of the key issues that had been highlighted in the national survey were that although most patients could see a doctor on the day or within 2 days, only half the respondents were able to book an appointment more than two days in advance. The respondents had also indicated that they had difficulty in accessing the practice by phone. However due to the small number of respondents that completed the survey the practice were unable to gain an overall perspective of the issues that patients faced and it was felt that a further survey would need to be completed before an action plan of practice changes could be made. The practice had also received complaints in regards to difficulty accessing the practice by phone, availability of appointments and the 0844 number.
As part of the CQC registration that all GP practices will have to go through one of the key areas of compliance is that the practice respects and involves people who use our services (Outcome 1). There is also a key requirement that people who use our services are aware of the services offered and that they are able to influence how the service is run.
The PRG met on 24th November 2011 to discuss the content of the patient survey and the areas that would be covered were:
appointments use of 0844 number reasons for non-attendance use of call back service ability to see doctor of choice helpfulness and friendliness of staff general satisfaction of surgery
The group decided to comprise the survey and limit it to between 10-15 questions and that the questions would be very straight forward. In order to help the group formulate the questionnaire some examples were distributed to the group for information/guidance.
The group agreed that the questionnaire would go out before Christmas and would be a paper survey that the practice would distribute at various times throughout the week (AM/PM), Saturdays and special surgeries. The group agreed that they would need 250 completed questionnaires and if the returns fell short of this number then representatives from the group could be asked to each spend a few hours sitting in the surgery and distribute and collect surveys.
Surveys were handed out to patients by the reception team and patients were asked to complete the questionnaire whilst they waited for their appointment or to complete and return them to the practice at their convenience. A copy of the survey is attached as Appendix 6.
The surveys were collated and analysed in early January and the initial findings were presented at the PRG group held on 16th January 2012. The group were informed that over 500 questionnaires had been distributed and they had received 257 completed questionnaires. The group discussed the results of each question and the results of the survey were viewed as positive. It was agreed at this meeting that the Practice Manager would analyse the findings and present the results in a written format to be discussed at the next meeting.
3. Action Plan
The completed survey was discussed with the PRG group at the meeting held on 8th March 2012, with the results of each question discussed. The results of the survey (Appendix 7) had been positive in the main which the group were happy with. It was agreed that the results of the survey would be made available within the practice and also publicised on the website and the practice newsletter.
The main area of discussion in relation to the survey findings was around being able to access the practice and the use of the 0844 number. The group agreed that the practice number was an issue and that alternative ways could be implemented. The Practice Manager provided the group with information on the use of online booking and the group felt that this would be a good thing to implement.
The number of DNA’s was also of concern to the group and ways in which this could be addressed was also discussed. The use of SMS text reminders for appointments was also discussed by the group and it was agreed that this would be a good system to implement. In terms of educating patients the group felt it would be useful to display the number of weekly appointments and the number of DNA’s in the waiting room, so that patients would be able to see the number of missed appointments. The group also queried whether there was a specific age group that missed appointments, it was agreed that this information would be shared with the group if it was available.
The group also discussed how to inform patients when a GP was running late on their appointment times. The group felt the best method would be to inform patients via the telehealth screen if a GP was running more than 30 minutes late. The agreed actions are detailed in the action plan (Appendix 8).
4. Progress made with the action plan A summary of the progress as of 31 March 2012 is: You said… We did… The result is… Use of online booking to Online booking has been Better access for patients ease access to made available for patients and an alternative to the use appointments via the website. Notices in of the 0844 number reception advertising the service being available from 26th March 2012. DNA information to be DNA information displayed Ongoing monitoring of DNA provided on a weekly basis on notice board within the figures to see the impact. within the waiting room waiting room on a weekly basis Use of telehealth screens to Telehealth screens will be Patients informed by notify patients when a GP is used to inform patients when reception when a GP is running more than 30 mins a GP is running more than running behind, improved late 30 minutes late. communication Explore the use of SMS Looked at the feasibility and Practice to implement SMS messages to remind the setting up of SMS text text reminders for patients, patients of their messages and how this with the option to opt of this appointments would work service. SMS texts to be implemented in June/July Name badges for all staff Approached suppliers for Patients able to identify quotes and styles of name member of staff they are badges. The preferred speaking to. option to be discussed at the next practice meeting 5. Confirmation of the opening times The patient survey asked patients if they were aware of the opening times with 77% of patients answering that they were aware. However as 23% of the surveyed patients were not aware, a reminder of the practice opening hours would be publicised in the practice’s spring newsletter.
The practice opening hours are:
Monday 08:00 - 18:30 Tuesday 08:00 - 18:30 Wednesday 08:00 - 18:30 Thursday 08:00 - 18:30 Friday 08:00 - 18:30 Saturday Open Saturday Mornings only for GP & Nurse Clinics. These are for pre-booked appointments only - please see a member of the Reception Team to make an appointment.
6. Availability of information
The patient survey report has been published on the practice website so that patients are able to access a copy. . The patient survey report and DES report can be viewed at http://www.maybushmedicalcentre.co.uk
The spring newsletter for the practice also contains the details of the survey and where the full report can be accessed on the website.
A display of the survey results is available in the waiting room
Copies of the survey will also be available in the waiting room for patients to read. APPENDIX 1
Date as postmark
Dear Sir/Madam
We are setting up a Patient Participation Group, and are looking for patients from all age groups, social and cultural background to join us. We are particularly interested to hear opinions/concerns of our younger patient group and welcome any of your 6th form students who are already registered at Maybush Medical Centre if they would like to get involved in the meetings or discussions either by attending or by e-mail as virtual members.
I would be grateful if you could kindly display the enclosed leaflet on your student notice board, if you are agreeable to this.
If you need further information please contact our Deputy Practice Manager Mrs Kerrie Evans on 01924 33 44 55 or [email protected]
Many thanks
Yours sincerely
Dr McAlindon & Partners Enc
APPENDIX 2 Maybush Medical Centre Portobello Road Maybush Wakefield WF1 5PN Tel: 0844 477 3029 Patient Participation Group
Are you interested in finding out how to get involved in your practice?
We are setting up a Patient Participation Group and are looking for patients from all age groups, social and cultural backgrounds to join us. APPENDIX 3 Maybush Medical Centre Portobello Road Maybush Wakefield WF1 5PN Tel: 0844 477 3029 Patient Participation Group Are you interested in finding out how to get involved in your practice?
We are setting up a Patient Participation Group and are looking for patients from all age groups, social and cultural backgrounds to join us.
If you would like more information about the group please contact the surgery or speak to one of the receptionists. Alternatively enter your details below and hand in at reception:
Name:______
Address:______
______Contact tel:______APPENDIX 4
Mission Statement
Maybush Medical Centre Patient Participation Group is raised to act as a bridge serving the surgery provision, its aim and its staff and the needs of the patients it serves.
The partnership of willing 9-12 contributors will endeavour to represent a broad field of age gender, ethnicity and interest so as to provide a resource to feedback to and from/administration personnel and Practice Users in order to facilitate smooth transition into inevitable change.
The Patient Participation Group Terms of Reference
Members suggest twelve Matters discussed within the room should be assumed confidential unless otherwise stated All members are equally important and all opinions should be respected Start and stop time Not to use the meeting for personal grievances Keep to matters of business Brief minutes to be kept APPENDIX 5
Meeting Notes Maybush Medical Centre Patient Participation Group (PPG) Thursday 1st September 2011
Present Steve Smith (SS) Practice Manager [email protected] Gisela Clark (GC) NHS Wakefield District [email protected] Mike Thompson (MT) Patient Representative Tanya Covell Patient Representative P Keighley Patient Representative Janet Turner Patient Representative Christine Monks Patient Representative Stuart Monks Patient Representative Dave Covell Patient Representative Philip Smales Patient Representative D. Keighley Patient Representative Elisabet Mitchell Patient Representative
Purpose of the meeting was to discuss what is a PPG, what makes a successful PPG and how to get started.
GC introduced herself and the Practice Manager and gave an update on other PPG’s across the district and how they benefit their practices. GC explained to the group the importance of setting up a group with a strong purpose so that it is meaningful for both the practice and the patient group. A successful group should:
Have a good leader (Chair) and commitment from the practice Understanding of how the practice works is key for the patient group and SS agreed to explain this at the next meeting Agree the importance of ensuring that everyone has the right to be involved An ideal number for a group would be between 8 & 12 people
Introductions
Introductions were made around the table with attendees saying what their thoughts and expectations of the group were.
PPG Network
The Wakefield Patient Participation Group (PPG) Network aims to bring together PPG’s from across the Wakefield District. Representatives from each PPG will have access to a forum where they can share good practice, ideas and support each other. The network will be supported by the PCT with the agenda being set by the members of the group. Next meeting Wednesday 12 October at 10.00am to 12.00pm at WRH MT will attend the September Meeting as mentioned above if he is available.
GP Consortia
SS spoke to the group about the changes that all GP practices are going through and about the GP consortia. He explained that in 2013 the GP Consortia would have the responsibility for a big part of the NHS budget and that GP practices would be commissioning their own services therefore it is vital that there is a structure set up within each practice which they can then feed into the practice based commissioning. The group were given a hand out to take home and read which gave them an update on the health service reforms.
Roles and Responsibilities
GC told the group that it would be useful if they could elect a Chair Person and Secretary. It was explained that these roles shouldn’t be onerous and GC agreed to circulate copies of what the roles and responsibilities are. The group were asked to think about these roles before the next meeting and if anyone wished to volunteer please do so at the next meeting.
Terms of Reference
GC spoke to the group about the importance of having ‘Terms of Reference’ in place and agreed to share examples at the next meeting.
AOB
It was agreed that the Practice Manager would attend all meetings and a GP would be invited to attend when necessary although it would be good practice if a GP could occasionally bob in just for 2 minutes to say hello and give their views on the PPG.
Plan of action and agreements made
The next meeting will take place on Wednesday 12 October at the same time 6.30pm – 8.00pm SS will give a presentation on the history of Maybush Medical Centre The next meeting will focus on roles and responsibilities and the terms of reference
Action Points Action
Send notes from the meeting out to everyone who attended SS Presentation on the history of Maybush Medical Centre SS Circulate copies of roles and responsibilities GC & All Terms of Reference GC Set agenda for next meeting SS
Date and time of next meeting
Wednesday 12 October 2011, 6.30pm – 8.00pm Meeting Notes Maybush Medical Centre Patient Participation Group (PPG) Monday 31st October 2011
Present Dr P Javali (PJ) Maybush GP Kerrie Evans (KE) Deputy Practice Manager Giseka Clark (GC) NHS Wakefield District Mike Thompson (MT) Patient Representative Mavis Harrison (MH) Patient Representative Donald Harrison (DH) Patient Representative Philip Smales (PS) Patient Representative Elisabet Mitchell (EM) Patient Representative David Covell (DC) Patient Representative Janet Turner (JT) Patient Representative
Apologies Mrs J Collinson, Mr & Mrs Monks
The entire group introduced themselves again as new members of the group have attended.
PJ discussed the changes of staff at the practice, and informed the group we currently in the midst of recruiting a new Practice Manager.
GC stated we needed to appoint a secretary for the group EM agreed to oversee the secretary duties until summer of next year she will liaise with KE regarding further meetings.
The group was asked about appointing a (chair) all members agreed it was a good idea.to have a rolling chair. DC mentioned times of the meetings it was suggested that we have alternate meeting one evening meeting followed by one meeting through the day to accommodate needs of various members of the group. We also agreed that people could be a virtual members and send any agenda items via post telephone or Email.
Practice Survey
The group agreed to bring ideas of concerns/or patient’s priorities to the group and possibly incorporate this into a patient survey. These will be discussed in the next meeting. Possible examples for the survey were discussed, Appointment, access to see their doctor of choice, awareness of services out of hours Triage system.etc
GC told the group about the People Bank list of volunteers (focus groups) GC will bring some details to the next meeting if anybody wishes to attend.
EPS (Electronic Prescribing) This will be rolled out to Maybush in mid January patients will still be able to have a choice on how they wish to order and collect their prescriptions. Mrs Collinson wanted the group to discuss the 0844 numbers PJ advised we were looking into it and would discuss at the next PPG meeting after discussing these issues with other GP’s colleagues and PCT.
AOB
MH mentioned expenditure regarding being a Secretary/Chair person. GC explained nobody should incur any expenditure as the details will be returned to the practice, and all details sent to the group.
Date of next meeting
Thursday 24th November 6pm until 7.30 (Mrs Harrison Kindly agreed to chair)
Apologies for next meeting Mr Janet Tuner Meeting Notes Maybush Medical Centre Patient Participation Group (PPG) 16th January 2012 1-3 PM
Present Dr P Javali (PJ) Maybush GP Kerrie Evans (KE) Deputy Practice Manager Suzanne Hackshall (SH) New Practice Manager Janet Turner(JT) Patient Representative Chris Monks (CM) Patient Representative Stuart Monks (SM) Patient Representative Mavis Harrison (MH) Patient Representative David Covell (DC) Patient Representative Philip Smales (PS) Patient Representative Mike Thompson (MT) Patient Representative Elisabet Mitchell(EM) Patient Representative
Apologies: June Collison, Mohammed Younas
The minutes of the last meeting were presented.
Patient Survey Report Over 500 questionnaire had been handed out to patients attending the surgery and those collecting prescriptions. There was a return of 250, which is a good and a sufficient number of feedback forms from the number of patients registered at the surgery. A summary of the questionnaire responses had been made by PJ and KE and the responses were discussed at the meeting.
Question 1 Are you aware of the practice opening times and the extended services provided? 58/260 not aware. Surgery response: This needs to be more publicized and information be made available at the reception.
Question 2 Have you ever used the call back system by a Doctor? 68/260 not used/not aware. It was pointed out that the call back system finishes at 10.30 am. More information required on the website etc.
Question 3 Are you aware that you can pre-book an appointment with a Doctor of your choice? 70/260 not aware. It is important for patient to know this if they have long term conditions or things that need follow up. To publicize this more fully and put on notice board in the surgery/reception.
Question 4 Did you get an appointment on the day you requested? 78/260 not given appointment on requested day. However 2/3 were given appointment as requested – which can be considered a good response. We don’t know what time people have rang up etc which could effect availability of appointments. The survey was also conveyed in December, which is a particularly busy time. The context is also that the surgery deals with over 400 patients per day. Question 5 What alternatives were discussed? 9/260 answered no alternative. Others ticked all alternatives or one or two.
Question 6 Did you ask for your normal Doctor or Doctor dealing with your current problem? 90/260 did not ask for their ordinary Doctor or Doctor dealing with current problem. This could be because they were requiring help with an acute problem.
Question 7 Are you satisfied with the patient telephone number 0844? 62/260 not happy with 0844 number e.g. 25%. There were a lot of comments related to this question. See Q 11.
Surgery response: Many surgeries including Manybush surgery has taken out contract with companies, which has to run out. Wakefield Local Medical Committee acknowledge the regulations from 1.4.2010 which state that “calls to the practice should not cost patients more than calls to an equivalent geographical telephone number.” They also state that they believe it is within the regulations for the practice to continue with their present supplier for the duration of their current contract before moving to a new contract that meets the requirements of the GMS regulations. There is however at present a 01924 number to ring, which will be answered by someone in reception, but this may take some time as they are also dealing with people ringing the 0844 number.
Question 8 What would you do if you were unable to keep an appointment? a. Try contacting the surgery to cancel b. Just don’t turn up There was an almost 100% response rate saying they would contact the surgery. One person said they had unable to due to no credit on mobile. Some one suggested that they would like to be able to cancel on line (this is possible when the surgery is closed). This latter arrangement could be published more. More follow up on this question is probably required in future surveys.
Question 9 If you answered question 8 as b. please tell us why you didn’t attend. a. Because I forgot b. Because I realized I didn’t really need it anymore c. Couldn’t be bothered to cancel d. Another reason. No one responded to this question.
Question 10 How helpful and friendly do you find the practice staff? 155/260 found the staff very helpful 60/260 found the staff helpful 2/260 found the staff not that helpful 1/260 found the staff not that friendly
Question 11 Do you have any other suggestions that you would like to make to improve services? 0844 number: Some wanted to go back to 01924 number. Some complained of long waiting/holding time and long queue. Some wanted a direct number. Comment re the reception being busy at 8am. There were complains of cost. Test results: That Doctors would ring the surgery if there are abnormal results. All patients are at present asked to contact the surgery for their results. Duty Doctor running late: To let people waiting know of delay on TV screen. Prescriptions: Ordering on line. This can be further publicized. Booking/Un booking appointments on line: This can’t be done at present. The surgery is looking into this. At present people need to ring surgery if they no longer need an appointment. The advantage of ringing in is that people can obtain advice. This is also the case with Call Back system. People may not in some cases need to attend. Positive feedback: “Thank you for your services”. ‘Very helpful with pain”. ‘Excellent service”. “Best in Wakefield”.
Further comments on survey This had been the first internal survey of the surgery. It was suggested the surgery carries out a survey on a yearly basis. Survey report to be publicized on website (PCT requirement) and to be on display in surgery. A quarterly new letter could be published to coincide with the results of survey and with information about surgery opening times etc.
Next meeting 8thMarch 2012 18-19 PM. Meeting Notes 8/3/2012 6-7 PM Maybush Medical Centre Patient Participation Group (PPG) Present Dr P Javali (PJ) Maybush GP Suzanne Hackshall (SH) Maybush Practice Manager Philip Smales(PS) Patient Representative Janet Turner (JT) Patient Representative Chris Monks (CM) Patient Representative Stuart Monks (SM) Patient Representative June Collison (JC) Patient Representative David Covell (DC) Patient Representative Mohammed Younas(MY) Patient Representative Elisabet Mitchell (EM) Patient Representative
Apologies from Mike Thompson and Mavis Harrisoon.
The notes from the last meeting had been circulated.
Patient Survey Results December 2011 A written summary of the results were presented. The results will be presented on the website with paper copies made available in the reception area and in the newsletter and on display in the reception.
Action Plans These were discussed for the areas, which had resulted in the most comments and concerns. The practice leaflet is being revised with new relevant information. SH will bring this to the group next time.
0844 number used for booking appointments has the problems of patient having to wait for a long time resulting in high cost particularly on mobile phones and particularly first thing in the morning round 8am. The surgery will investigate on line appointments for non urgent appointments and make this live in the next few weeks. Patient would need to obtain a password and an information sheet at the reception. It will be possible via the web link to see what appointments are available to use. The surgery is locked into contract for a few more years with the phone provider. The surgery will investigate if anything can be done.
Large number of DNA It was suggested that text messages could be sent to remind patients with mobile phones of appointments. This would not result in any extra cost to the surgery. Patients would not be able to opt out of this and it can only be used with pre-booked appointments e.g. 50% of appointments (50% are booked on the day of the appointment)). A lead in time would be required of about 2 months to allow patients to be informed of this. It was also suggested that the surgery could check the ages of the non- attenders in case this is an issue (someone of older age perhaps liable to forget appointments). SH would discuss both these ideas this with the practice partners. The surgery would also consider being able to cancel appointments on line.
Doctors running late. This can be due to emergencies and due to the different needs of patients. The surgery would consider whether they could let patients know if a doctor is running more than 30 minutes late.
Other changes It was felt that many patients attend A/E when they could be seen in the primary care setting. The surgery is considering assigning new appointments AM & PM for patients, who have been referred back from A/E and who require to be seen that day. The times would be matched to peak times at A/E. Patient could also be referred to Walk in Centre.
The reception is very busy particularly 8-9 AM with 3 telephone lines. One morning the reception was dealing with 258 calls, which is a huge amount. It was suggested that the surgery could provide information about e.g. number of patients attending clinic that day or number of appointments given for a day as well as publicising DNA.
Leaflets for Diabetic Help Group was left with the surgery staff to be put up in the surgery.
Next meeting Monday 11th June 12-1.30 pm. APPENDIX 6
MAYBUSH MEDICAL CENTRE PATIENT SATISFACTION QUESTIONAIRE 2011
We value your views and suggestions and continually try to improve the care we provide our patients. We appreciate you giving a few minutes of your time to complete this short survey.
Q1 Are you aware of the practice opening times and extended service we provide? YES / NO
Q2 Have you ever used the call back system by a Doctor? YES / NO
Q3 Did you know that you can pre-book an appointment with a Doctor of your choice? YES / NO
Q4 Were you able to get an appointment on the day you requested? YES / NO
Q5 If you answered no to question 4 what alternatives were discussed please tick the one that applies a) Attending day b) Walk-in Centre c) Call back by a Doctor d) Emergency
Q6 Did you ask for your usual doctor or the doctor dealing with your current problem? YES / NO
Q7 Are you satisfied with the practice telephone number 0844 YES / NO
If your answer is No please tell us how we can improve
Q8 What do you do if you were unable to keep your appointment at the surgery? a) Contact the surgery to cancel YES / NO b) Just don’t turn up Q9 If your answer to question 8 is no, please tell us why you didn’t attend a) I didn’t need it anymore b) I forgot c) Could not be bothered to cancel d) Another reason
Q10 How would you rate the Practice staff for helpfulness and friendliness. a) very helpful b) helpful c) not that d) not helpful at all
Q11 Are there any other suggestions that you would like to make to improve services?
Q12 Your age ______Male/Female______Ethnicity______
Employment Status______
Do you use the internet? YES/NO APPENDIX 7
Patient Survey Results – December 2011
Background
The patient survey was distributed to a range of patients visiting the practice in December 2011.The survey was designed by the Patient Participation Group and comprised of 10 questions seeking patient views on the practice opening times, ability to book an appointment, seeing the required GP, views on the practice staff and general satisfaction and views of the practice. A total of 500 questionnaires were distributed to patients attending the practice with a total of 257 questionnaires received
Results
Question 1: Are you aware of the practice opening times and extended service we provide?
Q1: Are you aware of the practice opening times and extended service we provide?
No 23%
Yes 77%
All 257 respondents answered this question with 77% (159 patients) aware of the opening times and extended service provided on a Saturday morning. Question 2: Have you ever used the call back system by a doctor?
Q2: Have you ever used the call back system by a doctor?
No 26%
Yes 74%
All 257 participants responded to this question with 74% (189 patients) having used the call back system provided by the practice.
Question 3: Did you know that you can pre-book an appointment with a doctor of your choice?
Q3: Do you know that you can pre-book an appointment with a Doctor of your choice?
No 27%
Yes 73%
256 participants responded to this question with 73% (186 patients) aware that they can pre-book an appointment with a specified doctor. Question 4: Were you able to get an appointment on the day you requested?
Q4: Were you able to get an appointment on the day you requested?
No 32%
Yes 68%
All 257 respondents answered this question, with 68% (174 patients) responding that they could get an appointment on the day requested.
Question 5: If you answered no to the question 4 what alternatives were discussed, please tick the one that applies: a) Attending day b) Walk in centre c) Call back by doctor d) Emergency
Qu 5: Alternatives if unable to book on the day None Emergency 7% 0% Call back by doctor 14%
Walk in centre 10%
Attending Day 69%
29 participants responded to this question, with 69% (20 patients) stating that they were offered option an attending day. Question 6: Did you ask for usual doctor or the doctor dealing with your current problem?
Qu 6: Did you ask for your usual doctor or the doctor dealing with your current problem?
No 35%
Yes 65%
257 participants answered this question with, 65% (167 patients) answering that they asked for their usual doctor.
Question 7: Are you satisfied with the practice telephone number?
Qu 7: Are you satisified with the practice telephone number 0844?
Not answered 2%
No 26%
Yes 72%
251 participants answered this question with 72% (183 patients) stating they were satisfied with the practice telephone number. 6 participants did not answer this question. Were respondents had indicated that they were not happy with the practice telephone number they were asked to comment on how this could be improved. A summary of answers is provided in Appendix 1.
Question 8: What do you do if you are unable to keep an appointment?
Qu 8: What do you do if you were unable to keep your appointment at the surgery?
Not answ ered 2%
Just don't turn up 0%
Contact the surgery to cancel 98%
All participants responded to this question with 252 patients (98%) stating that they contact the surgery to cancel.
Question 9: if your answer to Question 8 is no, please tell us why you didn’t attend a) I didn’t need it anymore b) I forgot c) Could not be bothered to cancel it d) Another reason
Only one participant answered this question saying that they had forgot to cancel their appointment.
Question 10: How would you rate the Practice staff for helpfulness and friendliness? a) very helpful b) helpful c) not that d) not helpful at all
Qu 10: How would you rate the practice staff for helpfulness and friendliness? Not answered 15% Not helpful at all 0% Not that helpful 1%
Helpful Very Helpful 26% 58%
219 participants answered this question with 58% (151 patients) finding the practice staff very helpful.
Question 11: Are there any other suggestions that you would like to make to improve services?
The comments have been categorised as shown in the table:
Comment No of Participants No comments/happy with practice 18 Appointment times/availability 9 Communication 3 Telephone number 2 A full list of comments is detailed in Appendix 2
Question 12: Participants were asked to provide their age, sex, ethnicity and employment status and whether they used the internet.
A summary of the answers has been detailed below.
Age No of participants 0-16 3 16-35 37 36-55 83 56-75 75 75 and above 18
Male Female 76 128 Ethnicity No of participants White British 163 White Irish 2 Pakistani 12 Muslim 3 Black British 1 African 1 British Asian 1
Employment Status No of Participants
Employed 85 Self employed 3 Student 4 Retired 60 Unemployed 13 Housewife 9 Carer 4 Disabled 3
Internet No of participants Yes 126 No 82 APPENDIX 1
Additional Comments made in response to Question 7 (0844 numbers)
Should not have to pay go back to 01924 or 0800 cheaper price - shorter waiting times costs more than last number having information in different languages on the answer phone the practice telephone number costs more the should be free no to call change to an 01924 number as people may have to use a mobile it costs more 01924 ( this answer was given more than once) costs money to use this number fortunately most visits at the moment are repeat visits so I can make next appointment whilst in the surgery would prefer a 01924 number local number required, too long in queue should be a local number not charged using an 0844 number from a mobile is very expensive and you can be kept waiting for more than 10 mins to get through to the actual surgery. In the instance of having a no landline to use a pay as you go phone with little credit this could be a major problem, especially in the case of an ill child, elderly etc. I strongly suggest a normal landline to ring It charges me for 0844 number. If you could get 01924 I would not get charged it takes too long to get through holding times are very long are the cost of the call becomes a real issue especially if you call a few times costs money it can be convoluting at times have direct number to the surgery have direct number to the surgery needs to be either 0845 or 01924 A cheaper phone call rate 01924 (local) instead of 0844. if you don't phone at 8am you are waiting on the call system to be able to book an appointment costly from mobiles It takes too long to get in touch with the staff the costs are too much more doctors needed! By using 0800 number. It costs too much to ring in the early morning to make an appointment which I’m not happy about When phoning at 8am on the dot I have been held in a queue and sometimes "12" in the queue. Can you have two lots of phone numbers instead of one? I have called several times to book appts and because of the 0844 number have used all my telephone credit and have ended up having to visit the doctors to make my appt on a land line number would be easier for me to call Local number Prefer local number please try to use the local number not 0844, for that ir cost us money I only have access to a mobile phone and at a busy time it can be very expensive trying to book an appointment this telephone number is chargeable on my phone were all other 01 etc numbers are free needs local number it should be a free phone as calling on a morning before 9pm, usually a delay does cost more go back to ringing on the day for an appointment better for a normal number and not having to push buttons to go to certain sections more people answer phone 0844 numbers are charged we would like a local number they are free on our sky services to be out straight through without ringing 1 2 3 if 0844 not a local rate it should be, ill mainly older people should not pay more (if is at local rate advertise fact) already discussed in detail would rather have landline no because we some times wait on hold for over 15 mins and are being charged by going back to 0844 number it cost me a lot of money to ring 0844 have never actually phoned you should be able to call doctors for free and the time can vary on answering the phone appointment asap when you ring in the morning never used it bit of a long wait on phone - everyone rings at 8 am 01924 its cheaper for a lot of people it makes things much harder when you have a long term condition and 1 GP is aware of the full details but when a problem occurs you have to wait a length of time to see them and if you do see another GP (not all) they dismiss things I don’t agree with 0844 and similar numbers. People who have a very low budget struggle with paying for these numbers more advertisement of service and opening times never even heard of the call back system this can be expensive when you have to wait and also if you only have a mobile APPENDIX 2
Comments made in response to Question 11:
Longer hours on the morning instead of 8am - 10am perhaps 8am - 12pm
no excellent service supplied Not required any changes Post training day closures on website Appointment via internet more flexibility with times when pre-booking appointment fairly satisfied Never had any problems when there is a problem with a blood test result patient should be contacted not patient being relied on to ring in no, very happy to be able to book an appointment during the day also to book an appointment for a day during the week if its more convenient for the patients. It is not always convenient to book an appointment at 8am if you are working it is not always possible especially when you have to wait on the call system to book an appointment when duty doctor is running late due to an emergency call out, for example, let patients know via the telescreens or by word of mouth so they are not sitting there wondering what has happened to be able to order my repeat prescriptions over the telephone on a 01924 number at present No I am very satisfied with the service I receive I think you’ve got it right you’ve certainly looked after me be nice to get an appointment when needed excellent service on line appointment booking, on line call back to arrange for GP to ring back, this practice is much better than my last, my pain after 20 years mainly under control improving my value of life best in Wakefield I think look at online booking with doctors appointment just to change the number to 01924 number that we can ring after 9 and still get an appointment we should be able to book and cancel online via the surgery website, also all day booking instead of before 9am You should be able to make an appointment at any time if you don’t ring at 8am on the dot you have no chance. If you work this is not always possible those who don't work seem to get priority More pre booked or more able to get appointment early in the week. You have to wait a long time APPENDIX 8
MAYBUSH PPG ACTION PLAN
Issue Action to be taken By Whom Timescale Use of online Online booking to be Practice Manager April 2012 booking to ease made available for access to patients via the appointments practice website. Notices advising patients of the service to be advertised in reception. DNA information to DNA information Practice Manager April 2012 be provided on a displayed on notice weekly basis within board within the the waiting room waiting room on a weekly basis to inform patients of the number of wasted appointments per week. Also to remind patients to cancel appointments if no longer requiring appointment Use of telehealth Telehealth screens Practice Manager April 2012 screens to notify will be used to patients when a GP inform patients when is running more than a GP is running 30 mins late more than 30 minutes late Explore the use of Looked at the Practice Manager April 2012 SMS messages to feasibility and the remind patients of setting up of SMS their appointments text messages to remind patients of their appointments and potential costs Name badges for all Practice to look at Practice Manager April 2012 staff to allow patients implementing name to identify who they badges for all staff were speaking to