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The Mission Practice

Patient Participation Report 2011/12

Produced for the Patient Participation Directed

Enhanced Service (DES) for the GMS contract 2011/2013

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Introduction

Greater voice for patients -There is now greater emphasis than ever on the need for patient and public participation in health care. Patient Participation Groups (PPG) can provide many benefits which the practices have already started to see.

The purpose of the Patient Participation Directed Enhanced Service (DES) commissioned by Tower Hamlets PCT is to ensure that patients are involved in decisions about the range and quality of services. This enables the practice to assess the quality of their services and act to improve any areas needed.

The DES aims to initiate engagement by giving practices guidance and directions on how to set up an effective Patient Participation Group (PPG).This is the report which will take you through the step by step process which helped the Mission Practice form our PPG. This report summarises the development and outcomes of the Mission Practice Surgery, Patient Participation Group (PPG) in 2011/12.

Executive summary The report is laid out in the following way.

Step 1. Establishing a Patient Participation Group (PPG) This is a summary of the recruitment process used to ensure that the PPG is of sufficient size to be as representative as possible of the Practice population.

Step 2. Agreeing areas of priorities with the (PPG)This is the method the Practice adopted to seek the views of the PPG in determining the areas of priority – these areas of priority would be used to base the question in the local practice survey, to see whether the rest of the practice population agrees with the PPG.

Step 3. Details and Results of the Local Practice Survey A description of our practice survey and how it was carried out, and details of the survey Results.

Step 4. Discussing Survey Results with the Patient Participation Group (PPG) This section outlines details of how the Practice consulted with the Patient participation Group (PPG)

Step 5. Agreeing an Action Plan with the Patient Participations Group (PPG) This is how we agreed an action plan setting out the proposals arising out of our practice survey results, and how they could be implemented. It also lists details of any issues that arose in the survey that could not be addressed in the action plan and the reasons why not.

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Step 6. Publishing the Local Patient Participation Report (PPR)Details of where this Report is published.

Step 7. Practice Declaration Confirmation that the this Patient Participation Report is a true and accurate representation of the work undertaken to fulfil the requirements of the Patient Participation DES 2011/13

Step 1- Establishing a Patient Participation Group (PPG)Background Our first step was to recruit for our Patient Participation Group (PPG) – we had the option of doing this virtually (via the internet) or face-to -face. Our preference was to have a face- to- PPG, as we thought that it would be more personal and would create a better communication channel between the patients and the practice.

Staff members of the Mission Practice came together on 20th August 2011, to discuss how to best recruit for a representative PPG. Below you will find the established criterion aim given to us in the guidance (DES) and the methods we conducted in our recruiting process to insure that the PPG meet the specification.

Aim To have a PPG of reasonable size that is a true representation, as much as possible, of our registered practice population. To endeavour to engage with any underrepresented groups.

Methods of Recruitment

1. Advertising in the waiting areaAn eye catching display was created on a waiting area notice board, to attract the patients. The display consisted of all the information required regarding the PPG with a sign- up sheet.

The title across the notice board was as follows:We are recruiting, have your say and become a part of the Mission Practice Patient Participation Group (PPG). The display was a great success and we signed up 20 patients in 4 weeks.

2. The Reception Team The reception team notified new patients at the point of registration, and helped with the recruiting process, by advising/encouraging patients to get involved.

3. The Practice leaflet/postersThe practice leaflet was updated with information regarding the PPG. Posters were displayed around the practice to further attract and inform patients.

4. The Practice newsletterIn each edition of the practice newsletter, the leaflet is available in the practice or online via or website, there is updated information regarding the activities of the PPG. We also placed an advert of recruitment in the Octobers edition to


increase awareness and to further advertise .Please see the appendices of this report.

5. WebsiteOn the mission practice website there is a dedicated tab with all the information regarding the PPG. The website is updated after every meeting. Please see the appendices of this report.

6. Patient liaison officerOur patient liaison officer further engages with patients to try and encourage them to become a part of the PPG, this is mainly done in the waiting area while the patients are waiting to been seen.

7. Flu clinic The flu clinic was a perfect opportunity to inform and invite patients to our first meeting. We used the flu clinic as there are a large proportion of our patients who have a flu injection every year.

8. Letter sending During this process, there were two challenges to consider: the amount of letter to send out and to how fairly distribute the invitations ensuring equitable representation amongst our practice population.

We decided to send letters to 10% of our practice population which amounted to a total of 1,100 letters out of our 11000 registered patients at that time.

In order to select the 1,100 patients we used two different processes to allow us to have true representation. The processes that we used are random & representative sampling.

Random sampling- is a sampling technique where a select a group of subjects is selected (a sample) for study from a larger group (a population). Each individual is chosen entirely by chance and each member of the population has a known, but possibly non-equal, chance of being included in the sample. We used a function in our medical database to randomly select patients from the overall registered population.

Representative sampling is a type of statistical sampling in which balances random sampling by allowing selecting of individuals which are representative of a larger population.

We produced a practice profile outline of our patient population by age group, sex and ethnicity etc, and made sure that invites were set proportionally to the overall percentage shown of the full population.

This was a challenging exercise, as our 1,100 invites had to match a true representative sample of the whole practice population, For example, it was not feasible just to send 1% of 1,100 letters to males aged 20-25, as this particular group may contain 500 patients, so it would not be representative to only have 1% from this group. The number of patients in each particular group would determine the number of letters we would send. The larger the group, the larger percentage of letters would be sent, to gain a true representation of the whole practice population.


http://www.wisegeek.com/what-is-statistical-sampling.htm

9. Ongoing The PPG is open to all of our patients to join at anytime.

10.Other ways to get involved Patients can get involved by filling out our local survey done yearly, also they can leave any suggestions or comments with our patient liaison officer or fill out a suggestion and comments form which is located opposite reception just below the arrivals screen. We also have an ongoing electronic touch screen survey, which is installed in our waiting area it takes 2 minutes to complete and the results come back to the practice via the PCT.

11.To view services changes made Patients that do not wish to participate, but do wish to know the changes that are being made, will have access to this report. There are also updates on the website, newsletter and on the notice board in the waiting area.

A description of the profile of the members of the PPG:

Our PPG continues to grow with every meeting; it is becoming more known to our patients. We are committed to the PPG and in informing our patients of what we are doing and trying to achieve. We have found that after we displayed a picture of the PPG more of our patients became interested.

We currently have a total of 27 members from different backgrounds and different ages our youngest being 21 and our oldest 86. We do feel that our PPG is reflective as much as possible of the practice population. However it is not 100% reflective but this is what we are continuing to aiming for. We decided that it may not be possible to do this unless we have other forms of feedback.

Our patient liaison officer is based in our waiting area and speaks to patients throughout the day and take not of their comments. This contact acts as a type of PPG as we have open discussions in the waiting area. This has been found to be very useful as it allows patients that do not have the time to come to the meeting to have their say. It also allows us to reach people that would not usually get involved in patient feedback and have proven to be rich sources of qualitative information.

Members of the PPG:

Practice members Dr J. LittleJonhs


Nikki Sehmi- Patient Liaison Officer as Chair Dr L.Vaughon

Sandra Cannon -Reception Manger Ian McDowell - Head of Community

Ownership and EngagementIsabel Cossar -Practice Manger

Patient members Debbie Celisse

Brijest Ammanath Ruqiya Egeh

Justina Albert Jackie Hudson

Ruth Allan Rose Huthchison

Aktar Ali Carly Howard

Vibeke Bertelsen Asia Hussian

Clare Barnet Rajna Khan

Jonathan Baume Andrew Meikle

Stephen Cordes Shamim Miah

Stephen Cordes Jn Gillian Samuel

Joann Condon Michelle Sinnott

Joan Chakley Jackie Gooding

Step 2- Agreeing the priorities with the PPG.Back groundFollowing the completion of step 1 (recruitment of PPG). We were able to have our first meeting which was held on 20th October 2011. During this meeting we established the areas of priority.


Aim Determine and agree areas of priority with the PPG in preparation for the annual survey; the number and the topic of the questions must be based on the priorities identified by the PPG and the practice.

Research prior to the first meeting Two of our medical students surveyed a cross section of patients in the waiting area and a selection of practice staff. This was to gain their opinions on what topics they thought were areas of priorities. In the first meeting the results of the student survey were discussed with the PPG. In summary the priorities, identified were:

Waiting times Making an appointment with your preferred doctor Health promotions

Our First meeting The PPG met on 20/10/2011 to discuss what the areas of priority are within the practice. The members agreed that it would like to survey patients on these priority issues listed below, and that the topics of the questions will come from these priorities. The first meeting was a success and we managed to gain all the information required to produce the survey, and create a relationship with our members of the PPG. The whole group were all really looking forward to the next meeting.

Priorities identified and agreed by the PPG and the practice in October 2011 in order of priority.

1. Reception 2. Getting through on the phone 3. Range of services / health promotion 4. Making an appointment with your preferred Doctor 5. Waiting times

Step 3: Collate patient views through the use of a surveyBackground During this step used the information discussed by the PPG to create a survey to gain the views of a wider group of our patients. The practice must undertake a survey at least once a year. The number and type of questions asked in the survey will be a matter for the practice and its PPG to agree. Questions will be based on the priorities identified by the PPG and the practice.


Aim To create a practice survey based on the priorities identified by the patients and practice.

The number of questions the practice and the PPG agree on.The practice and the PPG agree on 16 questions.

Priorities identified by the PPG and the practice to base the survey questions on.

1. Reception 2. Getting through on the phone 3. Range of services / health promotion 4. Making an appointment with your preferred doctor 5. Waiting times

Research Using the guidance given by DES we researched how to develop a survey. We also looked at successful questionnaires such as the Mori poll, while developing our own. We also tested out the questionnaire with patients in the waiting area; in total 40 patients tested the questionnaire and we adopted as a result. The final copy of the patient survey is available in the appendices of this report.

Distribution of survey

1. Waiting area 2. Post 3. Online via website

Following the production of the survey, we decide that we would send it out with pre- paid reply envelope’s to 500 randomly selected currently registered patients as described in step 1.

The survey was also distributed to patients in the waiting area to achieve a better response. The patients’ details were not requested and the response was kept anonymous. Our patient liaison officer monitored the survey and looked at targeting various groups of patients at different times of the day, such as baby clinic, and general routine appointments with GP/Nurses. The data was then compiled using Excel in real time. The Practice also used its website to upload the local patient survey, which enabled patients visiting the website to have the opportunity of participating. However we have not to date received any feed back via this method but from looking at our results to one of the informative questions we asked, not many of out patient knew we had a website.

We had a total of 639 surveys back, which mainly came from the waiting area. We had a response rate of 100% from the waiting area; everyone who was given a questionnaire completed it! We received only 10 back from the post which was not expected as we had included pre- paid envelopes. The results of the questionnaire have been collated and are available in the appendices of this report.

In evaluation of this step, when conducting future surveys, collecting of patients’ email addresses or asking patients to complete the survey online would possibly be more effective. However we would still retain paper surveys as not all patients have


email address or access to the internet. We are also considering offering an incentive as this may increases our response rate.

Step 4 & 5 Discussing Survey Results with the Patient Participation Group (PPG) and Step 5 Agreeing an Action Plan with the Patient Participations Group (PPG)

We decided to address steps 4&5 in the same meeting which was held on the 22nd

of January.

Background As part of Step 4 we are required to provide the PPG with the opportunity to comment and discuss findings of our practice survey and to reach agreement with the PPG in implementing changes. As part of step 5 we are required to agree with the PPG an action plan setting out the priorities and proposals arising out of the our patient survey. We are also required to seek the agreement from the PPG to implement any changes and where necessary inform the PCT.

Aim Discussing the survey results with the PPG and providing them with the opportunity to discuss survey findings and reaching agreement with the PPG on changes to services.

Agreeing an action plan with the PPG and seeking the PPG agreement in implementing the changes.

During our meeting we went though all the survey results and discussed them. Some of our survey questions were informative, so it was not necessary to spend a long time in discussion. However we did come up with an action plan for all of the areas identified as a priority.

Below you will find our action plan/ discussion we had in our last meeting on the 22nd of January. Please refer to the appendices for the results of the survey.


Priorities identified in step 2 in order of

priority

Recommendations/discussion

Action required

Lead Time frame Further comments

1 Reception

(Please refer to survey question 14 in the appendices) for ease of reference you will find the question asked below.

14. Thinking about reception, how helpful do you find the reception/administration staff at the surgery?

To increase the results in the very helpful option of Q14 by 10%.

Currently 17% to increase to 27%.

To continue to provide a good service to patients.

During next year’s annual survey Q14 is to be included to monitor this.

Patient liaison officer (PLO)

At the time of next years survey.

From looking at the results of Q14 –it was noted by the PPG that the majority69% of patients have found the reception team fairly helpful.

To continue with customer care training with the reception team to improve patient satisfaction.

To book the next training Session.

Reception manger

Ongoing Better interaction would reduce patient anxiety and increase patient satisfaction.

Increase the consistency with the information given to patients.

All staff members to update the rest of the practice regarding any changes made.

This will enable information to remain consistent in the practice.

All Mission practice staff.

Currently/ongoing Regardless of which member of staff a patient talks to. The information needs to be consistent Throughout the practice.


Try when possible to give more eye contact with patients in the queue, before answering the phone and where possible to inform them that they will “just be just with them”.

To be discussed by the reception team

Reception manger

ASAP When it is very busy and the reception team are answering the phone as well as dealing with front desk, it can become difficult to give the patient in the queue, the attention needed.

2 Getting through on the phone

(Please refer to survey question 13 in the appendices) for ease of reference you will find the question asked below

13. Thinking about the last time you phoned the surgery, how satisfied were you at getting through?

To increase the results in the very satisfied option of Q13 by 10%.

Currently 23.36% to increase to 33.36%.

To continue to provide a good service to patients.

During next years annual survey Q13 is to be included to monitor this.

PLO From looking at the results of Q13 –it was noted by the PPG, that the majority of patients 69.63% were fairly satisfied In their ability to get through to the practice by the telephone.

Review of our telephone system

Input of telephone monitoring system.

To contact the phone installation company to get this changed.

Buildings manger

ASAP

To change the process to what happens when you press 3 to try and come through to reception, -to be kept in a queue rather than having to call back and press 3 again if the line is busy.

To contact the phone company to get this changed.

Buildings manger / Reception manger

ASAP

To update the To contact the Reception ASAPdocument.doc 11 of 40 24/05/2023 and 22:25:29

opening times/ information as it still remains incorrect at present on our telephone system.

phone company to get this changed.

manger

During peak times for there to be more receptionists to answering the phone.

To review the data that is collected from the phone monitoring system when it has been consulted.

Reception manger /Practice manger

Ongoing

Website Review to see if online booking / cancelling of appointments is feasible.

To review to see whether this is something that is possible. To see if any of network practices are offering this service and if so review how it works for them.


Ongoing

3 Range of services For range of services(Please refer to survey questions 1-6 in the appendices)

These were ‘awareness questions’ for the range of services.

PPG – to continue to promote the group and to get involved in any future health promotion events.

To continue to promote the range of services in the Practice. Ensure that all relative information Is clearly available.

From looking at the results we are able to tell what information the patients are unaware of.Then we can promote these areas to increase awareness.

PLO ongoing The first meeting indicated that the awareness of our services was low so we though a good way to increase this was to create awareness questions.

There was no real need for discussion/ however we did decide to continue to promote all our services within the practice.


Free standing notice board to catch the attention of patients.

To buy notice board


ASAP

Health promotion questions

(Please refer to survey questions 7-9 in the appendices)

The members of the PPG strongly feel that health promotion would really benefit the health of our patients and would allow the patients to have a more active role in their own health. From looking at the results of the survey many of our patients felt that having health promotion lectures available via the practice or online via the website and having health promotion DVD playing in the waiting area would be very beneficial.

Provide 3 health promotions lectures a month on different topics and make these available via the website. Continue to play health promotion DVD in the waiting area.

Ask the doctor /Nurses and HCA to recommended patients to attend relevant lectures.

Display a timetable of the lectures in all of the clinician’s rooms.

Promote the lectures via our PLO and attractive displays.

PLO Ongoing On the 4th of April we have our first health promotion event ‘”You are what you eat”

(Please refer to appendices)


4/5 Making an appointment with your preferred Doctor

Please refer to survey questions (10&15 in the appendices)

The majority of our patients understand that sometimes it can be difficult to book an appointment with their preferred Doctor and they can wait up to 2 weeks for an appointment.

However they are aware that we give appointments with any of our health professionals within 48 hours and sometimes this would be with their preferred doctor.

Waiting times

If a Doctor is running late, the patients in the waiting area are to be informed.

To monitor the Doctor’s consultation and review to see if they are running to time or not.

PLO Currently

For the Patients Liaison Officer to monitor patient waiting times and to make note of doctors that run late regularly.

If the same Doctor keeps running latetheir consultation time is to be increased.

Reception manger,Practice manger and PLO

Currently


Step 6 Publishing actions taken and subsequent achievement

The practice is required to provide details of where our PPG Report has been published. Below is the link to the Practice website where the report has been published. Copies are also available on request from reception and there are also copies available in the waiting area. The report has also been distributed to our PPG in our last meeting the 22nd of March. www.theMissionpratice.nsh.uk

The practice is required to confirm practice opening hours and give the method of obtaining access to services throughout core hours.

Practice Opening/Closing TimesMon: 08.30-18.30Tue: 08.30-19.30Wed: 07.00-19.30Thur: 08.30-19.30 *(Closed: 13.00-16.00) Fri: 08.30-18.30

Phone Line Opening/Closing Times Mon-Fri: 08.30-18.30 *(Closed: 13.00-14.00 Mon-Wed)(Closed: 13.00-16.00 Thur)

Patients can access services in our core hours, via reception. There is also information on our website. We are currently reviewing what services are available. When the practice is closed patients are able to book appointments via our automated telephone system or they have the option to be forwarded to our out- of- hour’s service. We have outlined in the practice leaflet these processes, depending on the circumstances of the patient’s complaint of what to do when feeling unwell. A leaflet called ‘Get the right treatment’ is available in the practice. (Please refer appendices to view a copy of our practice leaflet.)

Extended Hours Practice is required to provide details of any extended hours provided and details of the access to healthcare professionals during this period.

The practice extended hours Tue: 18.30-19.30Wed: 07.00-08.00 and 18.30 to 19.30Thur: 18.30-19.30Sat: 08.30-12.00

Patients can gain access to healthcare professionals during extended hours by booking an appointment with our reception team or throughout the automated telephone system.


7. Practice Declaration

The Practice confirms that the above report is a true and accurate reflection of the work undertaken as part of the Participation DES 2011/13.

Signed and submitted to the PCT on or before 31 March 2012 and published on the Practice website.

Name: Nikki Sehmi Signed:

Designation: Patient Liaison Officer Date: 06th February 2012

AppendicesPartners:Dr Guy MeadDr Timothy RowellDr Judith LittlejohnsDr Louise Vaughan

Associates: Dr Judy MridhaDr Nick WatersDr Judith Main

The Mission Practice208 Cambridge Heath Road

London E2 9LSTel (020) 8983 7300Fax (020) 8983 6800


Dr Will SpiringPractice Manager: Isabel Cossar

Practice Code: F84016Below you will find a copy of the letter we sent and gave to our patient during the recruiting Process in (Step 1).

~[Today...] Our ref: NS/

~[Title] ~[Forename] ~[Surname]~[Patient Address Block]~[Post Code]

Dear ~[Title] ~[Surname]

Re: WE ARE RECRUITING

Become a part of the Mission Practice Patient Panel

Are you interested in finding out more about your surgery? Would you like to be involved and be a part of the process that affects how your Surgery is run? Then we want to hear from you.

We believe in running a surgery which is best for you and we want to continuously improve our services in order to meet your needs.

We value our patients and their input regarding the development of the surgery, so we have recognised that a Patient Panel would help us build a communication channel where we can hear from you. This is your surgery and we want to know what you think. Please come along to meet us and share your thoughts.

The first meeting will take place at The Mission Practice, on the Thursday 20th

October at 18.30If you would like to come along to the meeting and get involved, then please contact Nikki Sehmi (Patient Liaison Officer) on 020 8989 7300 or via email [email protected]. Light Refreshments will be provided. We look forward to hearing from you.Yours Sincerely,Nikki SehmiPatient Liaison Officer

Below where the big yellow arrow is, will allow you to view all the information regarding the PPG just log on to www.themissionpractice.nhs.uk to view.


http://www.themissionpractice.nhs.uk/

Below is a copy for ease of reference to demonstrate what type of information you will find from clicking on patient reference group.


Survey via our website -online

Below where the big yellow arrow is, will allow you to participate in the mission practice annual survey 20011-2012 just log on to www.themissionpractice.nhs.uk



Survey via post

Partners:Dr David WhittingtonDr Guy MeadDr Timothy Rowell

Associates: Dr Judy MridhaDr Nick WatersDr Judith Main

The Mission Practice208 Cambridge Heath Road

London E2 9LSTel (020) 8983 7300


Dr Judith LittlejohnsDr Louise VaughanDr Will Spiring

Fax (020) 8983 6800

Practice Manager: Isabel CossarPractice Code: F84016

~[Title] ~[Forename] ~[Surname]~[Patient Address Block]~[Post Code]

Dear ~[Title] ~[Surname]

Re: The Mission Practice Survey

We would like you to participate in a short survey about the Surgery and its services. The questions on attached sheet have been based on the priorities identified by the PPG and the practice in the first Patient Participation Group Meeting in October 2011.

It would be appreciated if you could return this to us as soon as possible in the enclosed pre-paid envelope.

If you would like to find out more and get involved in the Patient Participation Group Then Please come along to meet us and share your thoughts. The next meeting on Thursday 26th January at 18.30 at The Mission Practice light Refreshments will be provided.

If you should have any queries regarding this, please do not hesitate to contact me Nikki Sehmi (Patient Liaison Officer) on 020 8983 7300 or via email [email protected]

Yours Sincerely,

NiKKi SehmiPatient Liaison Officer

We would like you to participate in a short survey about the Surgery and its services. The questions below have been based on the priorities identified by the PRG and the

practice in the first patient participation meeting in October 2011.

1. Have you looked at our new website www.themissionpractice.nhs.uk Yes No 2. Are you aware that the Surgery offers the following services? Tick all that apply to you.


The Mission Practice Survey Your word is a lamp to my feet and a light to my path


Appointments within 48hours On-line ordering of prescriptions Early morning appointments Late evening appointments Patient Participation Group Practice Website Children play area Telephone appointments with GP or Nurse We are breast feeding friendly Telephone booking of appointments

3. What do you understand 48 hours access to mean? (Tick one)

A routine appointment today, tomorrow or the next working day with a health professional (i.e. GP /NP/PN/HCA)

A routine appointment today, tomorrow or the next working day with a GP/Nurse practitioner of your choice.

4. Do you know what to do if you have an urgent medical problem which will not wait for the next routine appointment (48 Hours)? (Tick one) Telephone the surgery with the nature of your complaint, a nurse practitioner or doctor will call you back: if you need to be seen that day you will be given a same day appointment.

Walk in to the surgery and ask to be seen immediately

5. Which of the below do you consider to be an urgent medical problem that would not wait for the next routine appointment (48 hours)?

Test results Claim forms Chronic conditions Repeat prescriptions Sickness certificates Non of the above are urgent

medical problems

6. Are you aware that pharmacists are trained to give professional advice on the following? Tick all that apply to you.

Headache Eye infections Constipation Skin rashes Sore throat Mouth ulcers Indigestion Teething Cough, Back pain Diarrhoea & vomiting Thrush Colds Athletes foot Head lice Hay fever Flu Sprains & strains Bites & stings Fever

7. Which of the following would you use to find out more information about the Surgery and the services available?

Practice Website Practice Leaflet Practice Newsletter

A member of staff Notice boards Patient liaison officer Health promotion lecture DVD playing in the

waiting area Practice Patient

Participation Group

8. Thinking about your health which of the following would you like to know more about?Colds & Flu Healthy cooking Exercise classes Stop smoking Keeping fit Sexual health Cancer Diabetes Alcohol awareness How to use the NHS Healthy eating Other……… 9. What would be your preferred time to attend a health promotion lecture?

Am Pm Evening Weekend No preference

10.Thinking about having to wait for your appointment, which of the following reason are acceptable for doctors running late?


Patient related emergency call out New Patients with complex history Patients discussing more than one problem Patients with complicated conditions Urgent patients telephone consultations with other health professionals

Patients turning up late, but still being seen

11. Thinking about reception tasks, how many phone calls do you think the surgery have a day?

100-200 200-400 400-600 600- 800 800-1000

12. Are you aware that the reception team do the following tasks/services?

Booking appointments Dealing with outside agencies Processing prescriptions Handling queries Following up patients enquires Chasing up hospital results Keeping accurate paper records Scanning of all medical correspondence Answering between 300-500 phone calls

Management of patients on chronic disease register

13. Thinking about the last time you phoned the surgery, how satisfied were you at getting through? Very satisfied Fairly satisfied Not very satisfied Not at all satisfied

14. Thinking about reception, how helpful do you find the reception/administration staff at the surgery?Very helpful Fairly helpful Not very helpful Not at all helpful

15. Are you are aware that all our GP’s work part time?Yes No Bearing this in mind if you wish to see a particular GP within 48 hours, what suggestions do you have, regarding when they take holidays or are not on duty for a few days? ………………………………………………………………………………………………………...………………………………………………………………………………………………………...………………………………………………………………………………………………………...16. Any further comments or suggestions?

………………………………………………………………………………………………………....………………………………………………………………………………………………………........

....................................................

Thank you for taking the time to complete this questionnaire

Results of the 2011-2012 Mission Practice Survey


Q1. Have you looked at our new website.

0 100 200 300 400 500 600

Yes

No

Resp

onse

Number of patients

Q2. Are you aware that the surgery offersthe following services?

0 200 400 600 800

1

Resp

onse

Number of Patient

Telephone booking ofappointmentsWe are breast feedingfriendlyTelephone appointmentswith GP or NurseChildren play area

Practice Website

Patient Partic ipationGroupLate eveningappointmentsEarly morningappointmentsOn-line ordering ofprescriptionsAppointments within48hours


12%

81%

10.58%

7.67%

16.21%

9.42%2.35%

12.88%5.29%

10.90%

9.12% 15.58%

Q3.What do you understand 48 hours asscesas to mean? (Tick one)

0

100

200

300

400

500

1

Number of Patients

Resp

onse

A routine appointmenttoday, tomorrow or thenext working day with ahealth professional (i.e. GP/NP/PN/HCA)A routine appointmenttoday, tomorrow or thenext working day with aGP/Nurse practitioner ofyour choice.

Q4. Do you know what to do if you have an urgent medical problem which will not wait for the next routine appointment (48 Hours)? (Tick one)

0

100

200

300

400

500

600

1

Number of Patients

Resp

onse

Telephone the surgerywith the nature of yourcomplaint, a nursepractitioner or doctorwill call you back: ifWalk in to the surgeryand ask to be seenimmediately


73.87%

26.13%

19.42%

80.58%

Q5. Which of the below do you consider to be an urgent medical problem that would not wait for the next routine appointment (48 hours)?

0100200300400

1Number of Patients

Resp

onse

Test results

Claim forms

Chronic conditions

Repeat prescriptions

Sickness certificates

Non of the above areurgent medical problems

Q6.Are you aware that pharmacists are trained to give professional advice on the following?

0

100

200

300

400

500

600

700

1

Number of patients

Resp

onse

Headache Eye infections

Constipation Skin rashes

Sore throat Mouth ulcers

Indigestion Teething

Cough, Back pain

Diarrhoea & vomiting Thrush

Colds Athletes foot

Head lice Hay fever

Flu Sprains & strains

Bites & stings Fever


2.18%

46.00%

2.04% 2.62%

44.25%

2.91%

Q7.Which of the following would you use to find out more information about the surgery and sevices available?

0

100

200

300

400

500

600

1

Number of patients

Respon

se

Practice Website A member of staff Practice LeafletNotice boardsPractice NewsletterPatient liaison officerPractice Patient Partic ipation GroupHealth promotion lectureDVD playing in the waiting area

Q8.Thinking about your health which of the following would you like to know more about ?

0

100

200

300

400

500

600

1

Number of patients

Resp

onse

Colds & FluHealthy cookingExercise classesStop smoking Keeping fitSexual healthCancerDiabetesAlcohol awarenessHow to use the NHSHealthy eatingOther………


8%9%

15%

10%

11%10%

15%

13%

7%

Q9. What would be your preferred time to attend a health promotion lecture?

050

100150200250300350400

1

Number of Patients

Resp

onse

Am

Pm

Evening

Weekend

Nopreference

Q10.Thinking about having to wait for your appointment, which of the following reason are acceptable for doctors running late?

0

100

200

300

400

500

600

1Number of patients

Resp

onse

Patient related emergency call out

New Patients with complex history

Patients discussing more than oneproblem

Patients with complicated conditions

Urgent patients telephoneconsultations with other healthprofessionalsPatients turning up late, but still beingseen


17.71%

27.18% 35.61

%

10.61% 8.90%

13.97%

15.43%

16.92%

15.22%

19.25%

19.21%

Q11.Thinking about reception tasks, how many phone calls do you think the surgery have a day?

050

100150200250300350400

1

Number of patients

Resp

onse

100-200200-400400-600600- 800800-1000

Q12.Thinking about reception tasks, how many phone calls do you think the surgery have a day?

0

100

200

300

400

500

600

700

1

Number of patients

Resp

onse

Booking appointments

Dealing with outside agencies

Processing prescriptions

Handling queries

Following up patients enquires

Chasing up hospital results

Keeping accurate paperrecordsScanning of all medicalcorrespondenceAnswering between 300-500phone callsManagement of patients onchronic disease register


3.68% 43.32%

50.95%

1.09%

0.95%

Q13. Thinking about the last time you phoned the surgery, how satisfied were you at getting through

0

100

200

300

400

500

Very satisfied Fairly satisfied Not verysatisfied

Not at allsatisfied

Response

Num

ber o

f pat

ient

s

Q14. Thinking about reception, how helpful do you find the reception/administration staff at the

surgery?

0100200300400500600

Very helpful Fairly helpful Not very helpful Not at allhelpful

Response

Num

ber o

f pat

ient

s


17%

69% 12% 1%

23.36%

69.63%

3.12% 3.89%

15. Are you are aware that all our GP’s work part time?

0100

200300400

500600700

Yes No

Response

Num

ber o

f pat

ient

s

Series1

15. Bearing this in mind if you wish to see a particular GP within 48 hours, what suggestions do you have, regarding when they take holidays or are not on duty for a few days?

Patients must be flexible I would like to know when doctors are on holiday. I don’t mind about seeing another GP To take holiday when there is someone to cover for them. Take it in turn and do not take holiday in winter. Either wait or see another doctor. To be sent an email. Access calendar online People have to be flexible who they see but we should be able to book in

advance. Just to see another Dr. They are entitled to holiday ok to leave like everyone else. See a similar Dr. Try and be patient and wait or just see another Dr. See another Dr Email when on holiday. Online booking and notification Patients should be told when Dr is away. Be prepared to see another Dr None. GP have a life too. Be offered an appointment with someone else, or the next available

appointment with Dr. Take holiday when it isn’t our holidays –Feb school holidays. It’s logical, suggest seeing another DR. See another GP. To let us know a week in advance. If we know they are going away we could see them before they go. See another GP.


10.81%

89.19%

16. Any further comments or suggestions?

Apologies for lateness (frequent occurrence) are always given this is appreciated.

Laughter clinic hugging sessions Sometimes the receptionists are not very friendly I am very happy with my GP, nurse and reception Staff I think my GP is very helpful I find the reception team rude. - I once rang up to book an appointment

and I was told that there was not appointment for 2 weeks There should be more doctors to cover the Demand Booking of appointments online Why is reception so unhappy/moody Waiting time is unacceptable, I have waited almost 1 hour on several

occasions even for a blood. I want to be able to book my appointment online. The music is annoying not relaxing. Best surgery I have ever had. The screen to check in is not very good, it should inform you if the

appointment has been cancelled, I waited for an hour and I was not seen as the Dr was not here.

Very Good Service. Reception should be more caring they need customer service when

dealing with ill pts It would help to have more consistency on reception. Walk in centre should be back on. I asked reception for a pin to register online for repeat prescriptions but I

was told that this is no longer something we offer, why is it still on your website along with everything else.

Reception need to learn to leave there problems at home and try and be polite and at least look happy to help.

Be accommodating to patients and listen to their concerns don’t take them like a joke.

Telephone discussion is better. Waiting times are a joke, I have to be on time they should. Same day appointments. Why do we have to go through reception? More staff in reception. Normal music in waiting area. More leaflet and information leaflets A Happy reception team.

Below where the big yellow arrow is, will allow you to sign up for the newsletter which will be sent to you every quarter just log on to www.themissionpractice.nhs.uk to sign up. All the news about the PPG is updated in each edition. If you do not wish to receive



the newsletter every quarter but wish to read it online you can also do this by following the link latest news.

Below you will find a copy of the 3 editions of the practice newsletter as a screen shot. Theses are also available to download via the practice website

October 2011January 2012April 2012

October 2011


January 2012


April 2012


Below is a copy of the practice leaflet as a screen shot, this is also available for download via the practice website or you can collect one from our reception.


Health promotion event Below is a copy of the poster for our health promotion event that is taking Place on the 4th of April. Many of our patient have sign up for this event, the whole practice, external organisations and the PPG have all come together to make it a success.

Health promotion event.


The Mission Practice Presents

‘YOU ARE WHAT YOU EAT’ LECTURE

On the Wednesday 4th

[email protected] held here. Please register your interests at reception.

FeaturingPower point Lecture – ‘You are what you eat’Being weighed- targets given with option to come monthly Guest speaker: Patient –Steven Cordes (member of the PPG) Guest speaker: GP from the Mission Practice Guest speaker: from “My Weigh” London.

Every pound you carry over the ideal weight for your height is believed to cut your life expectancy by 36 days. It’s time

to make a change and start feeling better. Losing weight has endless

benefits.

Implementation of the patient participation directed ...€¦ · Web viewA leaflet called ‘Get...

Documents

Transcript of Implementation of the patient participation directed ...€¦ · Web viewA leaflet called ‘Get...