Wokingham Ppg Forum Co-Ordinated Survey 2013
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WOKINGHAM PPG FORUM CO-ORDINATED SURVEY 2013 Background The Wokingham PPG Forum brings together, on a roughly quarterly basis, representatives of the patient participation groups from the practices in the Wokingham area with representatives from the Wokingham Clinical Commissioning Group (CCG). Currently there are 12 Wokingham area practices that have PPGs. Early in 2013, seven of these Wokingham area practices (Brookside, New Wokingham Road, Parkside, Swallowfield, Wargrave, Woodley Centre and Woosehill) agreed, through their PPGs, to cooperate in a survey of their patients/patient reference groups (PRGs). This was a first attempt at PPG cooperation of this sort. The Forum hopes to learn from this experience and to issue further questionnaires to an increased number of PRG respondents in the future. The number of patients responding was as follows: Surgery PPG Responses Brookside 21 New Wokingham Road 10 Parkside 6 Swallowfield 63 Wargrave 284 Woodley Centre 525 Woosehill 41 Total Wokingham area 950 Woodley Centre carried out its survey using a facility provided by the “My Surgery” website. The other surgeries used the Survey Monkey questionnaire program provided by the CCG. The results were consolidated and analysed using spreadsheets. Burma Hills had 101 responses to a question about GP referrals to specialists in a different form to the other practices’ PPGs. Page 1 of 14 Summary of Demographics From the table below it can be seen that significantly more women than men completed the surveys Gender (numbers) l Brookside Swallowfield Woosehil NewWok’m Parkside Wargrave Woodley Centre TOTAL Male 6 19 18 5 3 111 178 340 Female 15 42 20 5 3 163 308 556 Not stated 0 2 3 0 0 10 39 54 Total 21 63 41 10 6 284 525 950 Gender (percentages) grave Brookside Swallowfield Woosehill New Wok’m Parkside War Woodley Centre TOTAL Male (%) 29% 31% 47% 50% 50% 41% 37% 38% Female (%) 71% 69% 53% 50% 50% 59% 63% 62% Age Range Age Range (numbers) m ha Brookside Swallowfield Woosehill NewWok Parkside Wargrave WoodleyCentre TOTAL Below 18 3 3 18 to 24 1 1 0 0 4 16 22 25 to 34 1 4 1 2 1 12 64 85 35 to 44 3 8 7 2 2 21 96 139 45 to 54 5 11 6 2 2 28 79 133 55 to 64 3 17 10 1 43 85 159 65 to 74 8 16 12 1 1 84 85 207 Over 75 0 6 3 2 83 71 165 Not Stated 0 0 2 0 9 26 37 Total 21 63 41 10 6 284 525 950 Page 2 of 14 This graph shows the overall percentage age distribution Age Profile (all responses) 25.0% 20.0% 15.0% Numbers 10.0% 5.0% 0.0% Below 18 to 24 25 to 34 35 to 44 45 to 54 55 to 64 65 to 74 Over 75 18 Age Ranges Employment status This table shows the proportions of those responding that were in work. Employment Status (numbers) dley Centre dley Brookside Swallowfield Woosehill NewWok’m Parkside Wargrave Woo TOTAL Full time work ( >30hrs / wk) 7 27 12 4 50 191 291 Part time work (< 30 hrs /wk) 3 8 8 3 35 85 142 Retired 9 26 13 3 153 142 346 Not in work 2 1 6 0 25 76 110 Not Stated 0 1 2 0 10 31 44 Total 21 63 41 10 273 525 933 Note Parkside did not ask this question In all areas and particularly Wargrave more of the respondents were retired than were in work. Summary of questions asked All PPGs asked the first question about GP referrals in exactly the same format. The other five questions were optional and were asked by some or all of the seven participating PPGs , sometimes in different formats. Page 3 of 14 Question Brookside Swallowfield Woosehill NewWokinghamRd Parkside Wargrave WoodleyCentre GP referral to specialists x x x x x x x Accessing Surgery Medical Records on line x x x x x Making an appointment without having to ring x x x x x or call again Acceptability of waiting times x x x x x Same sex practitioner x x x x Surgery website x x Parkside asked a different set of additional questions. GP referrals to specialists The following table summarises the number of returned questionnaires by practices’ PPGs and the total number of referrals reported by patients. Practice Total returns Total referrals Brookside 21 16 New Wokingham Road 10 5 Parkside 6 2 Swallowfield 63 47 Wargrave 284 208 Woodley Centre 525 234 Woosehill 41 26 TOTAL 950 538 Page 4 of 14 The next table shows the hospitals and clinics that people were referred to: Royal Berkshire, Reading 326 Wexham Park, Slough 6 Frimley Park, Surrey 6 John Radcliffe, Oxford 10 Wokingham Hospital 25 Townlands, Henley 13 Berkshire Independent, Reading as an 31 NHS patient Berkshire Independent, Reading as a 33 private patient Others 88 TOTAL 538 The main providers in “Others” are Spire / Dunedin (14) and Circle (11) and other local surgeries and physiotherapy facilities. Woodley did not record which hospitals were included in “Others” We asked patients about their experiences of their referrals and to score them on a scale of one to six where 1 was very poor and 6 was excellent. Six Practices Woodley Combined Communication / 5.0 4.6 4.8 Setting up an appointment Reception / Waiting 4.6 4.5 4.6 time Quality of Medical 5.3 4.8 5.1 treatment Access / Car 3.9 3.9 3.9 Parking Follow up 4.5 4.2 4.4 communications Page 5 of 14 We then looked at individual hospitals on their own to ascertain whether known problems at the RBH were depressing the figures. RBH Berks Ind as NHS Berks Ind as private Number of reports 320 30 33 Communication / 4.7 5.0 4.6 Setting up an appointment Reception / Waiting 4.4 4.8 5.1 time Quality of Medical 4.9 5.3 5.3 treatment Access / Car 3.4 5.0 4.6 Parking Follow up 4.5 4.5 5.2 communications It would seem that the evidence here probably indicates that the RBH car parking problems are foremost in patients’ perceptions. It is also notable that the scores for the private Berkshire Independent are not significantly better than the RBH for most of the other questions. Comments and patient testimonies There were 232 comments making some 275 points emanating from these 538 referrals. As these included 26 compliments and 2 suggestions, it follows that there were 247 issues raised that were critical. Far and away the most frequently raised issue was car parking at the Royal Berkshire Hospital which constituted 78 (32%) of the 247 critical issues raised. It is evident from the various comments that problems with parking cause a great deal of anxiety for many vulnerable people. This will get much worse if Reading Council tightens up parking restrictions around the hospital. The following table attempts to categorise the issues raised though this will always be subjective. Page 6 of 14 Category of issues raised Number raised % Parking and parking charges 78 31.1% Waiting and delay 41 16.8% Poor late or non-existent follow up 27 11.1% Appointments system 18 7.4% Communications between patients GPs 21 8.6% and the hospitals and clinics Hospital administration 26 10.7% Surgery administration 9 3.7% Clinical issues 15 6.1% Patient records 1 Rudeness and dismissive behaviour 7 2.5% Signage 1 Pharmacy errors and delays 2 Confidentiality issues 1 Total number of issues raised 247 100.0% Compliments 26 Suggestions 2 TOTAL 275 It is important to look in some detail at the detail of some of the issues raised by patients as this can in many cases identify emerging or hidden problems that ought to be dealt with. Clinical Issues Dealing first with the category of clinical issues five of the 15 issues raised are set out below : The consultant did not turn up or confirm that he would not be turning up. The doctor I saw seemed a bit unsure and referred to another doctor. Neither doctor asked enough me questions to get to the heart of the matter/they did not seem to be able to access my medical details and took some information from a copy of a report I happened to have brought with me. They appeared to recommend a procedure without finding out from me what difficulties I had and, therefore, what the next step should be for me. Fracture missed on initial visit. 'Urgent recall' sent by second class post! Good care from doctors however pain management poor. Nurses failing to routinely ask for pain scores and slow to act on high pain scores. Denied pt opiates despite being prescribed and pain score 8+/10 because pt wouldn't be able to go home after po/Im/iv morphine. Opportunity for specialist referral to the hospital earlier for fertility problems, when there is an underlying problem related to a longstanding medical condition. Every time I visit my GP it is made clear that cutting costs are more important than people's health. I've been asked more than once whether I have insurance that could pay, even though I am a British citizen and entitled to free healthcare. Page 7 of 14 Though these appear to be isolated reports , any of them could indicate more serious problems that are either hidden or emerging. Rudeness and dismissive behaviour Rudeness at the RBH amongst reception and medical staff was also raised The receptionists have always been very rude and ignore you when you're at the desk waiting, and then whilst helping me they then assisted the next person behind me in the queue and made me wait.