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Albert Road Surgery Relocation Patient and Public Engagement Report

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Albert Road Surgery Relocation Patient and Public Engagement Report Albert Road Surgery Relocation Patient and Public Engagement Report July – August 2017 2 Introduction Newham CCG is proposing to relocate the Albert Road Practice from Albert Road and Britannia Village to a new development site located near Pontoon Dock DLR station, planned to open September 2018. The provider will remain the same, and all the services patients currently receive will continue. The new building will allow the CCG to offer a modern and accessible practice to all patients in the Royal Docks ward. Over the next ten years the population of this ward is predicted to increase by 20,000 as outlined in our strategic estates plan and already the current sites are nearing full capacity. The new site will be able to serve 30,000 patients, providing additional appointments and opening hours, as well as space for community groups to run health and wellbeing activities. Following a request from the Primary Care Commissioning Committee, the CCG developed an engagement action plan in order to get people involved and have their say about the relocation. Over July and August 2017 the CCG’s patient and public engagement team and the primary care commissioning team spoke to over 114 people about the relocation, received 557 survey responses, and attended 14 community engagement events. Both teams attended local community events alongside community engagement activities in the Royal Docks ward, focusing mainly on North Woolwich. A separate engagement plan was also developed for the 34 housebound patients registered at the practice. Methodology An online survey was developed to ask people for their views about the proposed relocation and hardcopies were also distributed at the practice and at community events. The survey was launched on the 10th July and closed on the 7th August. 557 people completed the survey; 99.63% of respondents were registered at the practice. 78.1% of respondents completed the online survey, 21.9% of respondents completed a paper copy See engagement tracker below, and appendix 1, for more details about how and who we engaged with in the Royal Docks ward. We have also captured in the tables in the following sections the key issues raised by patients at each engagement platform. Date Community Event Engagement Activity Wednesday 12th July - Monday Royal Dock Ward Promote online survey through 7th August their local networks Thursday 13th July Patient Participation Group Presentation and discussion at members Patient Participation Group meeting Saturday 15th July, 11am to 3pm Summer Reading Challenge at One to one, surveys. North Woolwich Library Wednesday 19th July, 11am to Job Fair Event at Royal Docks Hand out flyers 2pm Learning and Activity Centre. Spoke to volunteers, stall holders, and participants. Thursday 20th July, 5pm to Discussion with North Woolwich Discussion with core group 6.30pm residents, North Woolwich Library Thursday 20th July, 1.40pm to Older Women's Group at Royal Hand out flyers and surveys 2pm Docks Learning and Activity Centre Saturday 22nd July, 1pm to 6pm Food Festival in Royal Victoria One to one, surveys. Gardens 3 20th July Text message to patients text message to patients sent by practice to inform them of the move and questionnaire Saturday 5 August, 12pm to 4pm Event on Britannia Village Green One to one, surveys Approximately once a week 13th Engagement at Albert Road One to one, surveys. July to 4th August Practice site during opening hours Approximately once a week 21st Engagement at Britannia Village One to one, surveys July to 7th August site during opening hours. Sent 27th July, with a deadline Engagement with Housebound Tailored surveys sent through the for responses of Friday the 25th Patients post. August Engagement with Housebound Patients A tailored survey was developed for the 34 housebound patients served by Albert Road Practice.1 These surveys were sent out to them by mail with a stamped addressed envelope, or the option to give their feedback to the practice manager over the phone. In order to ensure they had enough time to respond the deadline for this survey was set as the 25th of August. A separate short report will be prepared and shared with commissioners after this date. Six surveys have already been returned. All respondents so far have said no, they don’t think the proposed move will be good for patients. Three included comments which all gave as their reason that it would be harder for elderly and disabled patients to visit the Pontoon Dock site. One respondent said that they struggle to get to Albert Road, and would like to have more home visits. Update 04/09/2017: This report has now been completed and is included in this document as Appendix 1. Key findings 1. 48.46% of respondents said that they thought moving the two practices to Pontoon Dock would be a good idea, 31.83% said no they didn’t think it would be a good idea, and 19.71% said maybe it would be a good idea. 2. 68% of respondents said that they would be willing to travel further to a GP Surgery that had more health and care services, and 32% said that they would not. 3. Many North Woolwich residents feel that this is yet another service that is being taken away from them, and that the move is part of ‘social cleansing,’ taking the practice away from local residents who will now have to travel and pay for transport in order to situate it near to the new, ‘rich’ residents moving into the new developments at Pontoon Dock. 4. Respondents recognised the need for bigger facilities and improved services with many describing difficulties in getting appointment, and long appointment waiting times. However, the most commonly highlighted barrier was the increased distance, travel time, and being unable to walk to the practice. 32.2% of commenters said that the new site would be further for them to travel to and more difficult for them to get to. Users of both Albert Road and Britannia Village highlighted issues with the increased travel. 5. The increased travel distance and the requirement to use public transport was particularly highlighted as a barrier for elderly people, people with mobility issues, and people with young children. Residents argued that the communities around Albert Road practice had many elderly 1 The Practice reports that 29 housebound patients live close to Albert Road, 4 housebound patients live close to Britannia Village, and 1 housebound patient lives in East Ham. 4 people and people with mobility issues who would struggle to use public transport. Other transport issues highlighted by respondents included: a. the proposed rerouting of the 474, meaning that Pontoon Dock will not be served by a bus b. that the new practice site is not pedestrian friendly c. that residents need to have free parking by the practice, and the fact that they won’t be able to use their parking permits at Pontoon Dock d. the increased cost of travelling to the practice site for low income residents 6. 15% of commenters said that they supported the move because the new practice will be closer to their home, and 4.9% said public transport would be better at the new site. 7. The potential for greater appointment availability, being able to get an appointment more quickly, improved services, and new facilities were seen as potential benefits or incentives for the move if they happened. Some respondents were concerned that increased patient numbers would mean it would be harder to get appointments, and some expressed doubts that the move would result in improved services. Some respondents also expressed the hope that the move would result in longer opening hours and Saturday openings. 8. Opinion on moving from two sites to one site was divided; some respondents felt it was better to have two geographic locations, but more felt that having one centralised site would reduce the confusion that patients currently experience when they end up at the wrong site for appointments, or when information is not communicated clearly. 9. Phlebotomy, ultrasound, ECG, optician’s service, and maternity service were the top 5 services people said they would like to at the new practice site out of a suggested list. Commenters also suggested a range of additional services, of which a pharmacy was the most popular. 10. Residents wanted to know what would happen to the old Albert Road site, and what would happen when development at the North Woolwich end of the ward begins in a few years’ time. 11. 76% of respondents agreed with the proposed new name of Pontoon Dock Surgery. 24% disagreed. 9% suggested alternative names of which the most popular was Royal Docks Surgery. 12. Many respondents argued that Albert Road should be kept open as an additional site. What matters most to Why? How many people told people us? Travel time and transport was the Negative: 57% of the comments on this most frequent issue raised. It was Patients will have to travel question discussed travel to also the most frequent reason further to the practice, and will the practice. Approximately two people gave for not being willing to have longer travel times, thirds of respondents said they travel further for more services, which will mean that their will see their travel time and suggesting that location was visits to the GP will take distance increase, and one valued more. longer overall. third will see it decrease. Patients will no longer be able to walk to the practice but will 9.2% specifically raised that have to take public transport. the travel distance would be a This will mean there is a cost barrier to the elderly and those to travelling to the practice.
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