Waterloo Health · PDF fileNBSurvey, to enable the collection of views from patients in...

Waterloo Health Centre

5 Lower Marsh, London, SE1 7RJ

Practice Manager: Mrs Elaine Richmond

T: 020 7928 4049

Local Patient Participation

Report March 2013

Waterloo Health Centre Local Patient Participation Report 2013 | 2

Executive Summary The following report outlines requirements for a Local Patient Participation Report to satisfy the PP-DES 2011 – 2013 requirements as directed by the; THE NATIONAL HEALTH SERVICE ACT 2006 The Primary Medical Services (Directed Enhanced Services) (England) (Amendment) Directions 2011 Insertion of new direction 12A - “Patient Participation Scheme”. The survey results in this report have been collated since 1st April 2012, and continue on from results in the 2012 Local Patient Participation Report.

Waterloo Health Centre 5 Lower Marsh, London SE1 7RJ

Practice Manager: Mrs Elaine Richmond

Number of doctors 6

Number of patients 8949

The practice engaged with NETbuilder to provide their comprehensive managed survey solution, NBSurvey, to enable the collection of views from patients in multiple locations across various demographic groups. This enabled us to canvass our patients opinions via an input channel most suited to them, from in-practice touch screen kiosks / laptops, through to virtual online surveys. The practice has a virtual Patient Reference Group. This means that patients are invited and encouraged to give their feedback via surveys on various aspects of the practice in a number of ways. The current number of PRG Members is 15 and recruitment is on-going.

Results Summary

Item Total

Number of Surveys 3

Number of Responses 261

Number of Input Channels 1

Summary Outcomes & Action Plan – PPDES Year 2 Results

Agreed action plans: Reviewing our repeat prescription service

Improved use of IT for communication with our patients and streamlining our administrative

processes

Improve our waiting area by reviewing confidentiality, displays of patient information and updating

the seating.


CONTENTS

Executive Summary 2

Results Summary 2

Summary Outcomes & Action Plan – PPDES Year 2 Results 2

About The Practice 5

The Doctors 6

The Practice Staff 6

Practice Support Team 6

Practice Nurses 6

District Nurses 6

Healthcare Assistants 6

Additional healthcare staff 7

Opening Hours 7

Home Visits 7

When the Surgery is closed 7

The NBSurvey Methodology 8

Input Channel Evaluation Criteria 12

Patient Reference Group 14

PRG Membership 14

Member Profiles 14

PRG Recruitment & Representation 14

PRG Agreement of Priorities 14

Results, Outcomes & Findings 15

Summary Information 15

Survey results by Input Channel 15

Summary of Demographics Survey 15

Representation of Registered Patients 16

Survey Results 16

Discussions & Action Plans 18

Summary of Year 1 Outcomes & Action Plan 18


Implementation of Year 1 Outcomes and Action Plan 20

What Waterloo Health Centre did 20

Waterloo Health Centre’s outcomes 20

Year 2 of the PPDES - Discussions 20

Year 2 of the PPDES - Action Plans 21

Summary of the PPDES 2011-2013 24


About The Practice We are a busy, friendly and caring general practice based in a street market near Waterloo Station. We have a diverse population of nearly 9000 patients. The team at Waterloo Health Centre comprises 4 partner doctors and 2 salaried doctors. The team also includes 2 Practice Nurses, 2 Health Care Assistants, our Practice Manager, reception and administrative staff. The team is further complemented by our allied health professional staff which includes practice based Counsellor, Psychologist, Drug & Alcohol Worker, Chiropodist and Dietician. We offer a wide range of general practice services including those for pregnant women, diabetics, asthmatics, minor surgery and child health clinics. We actively encourage those with long term health conditions to attend the practice for regular reviews.

Services Description

IUCD (‘Coil’) Fitting Contraception advice is available from all practitioners. IUCD fitting is available Tuesday and Friday. Patients should book an appointment with a doctor to discuss further

Implant Fitting The contraceptive implant ‘Implanon’ is fitted by Dr Morris. Patients should arrange an appointment to discuss with her further

Antenatal Care We provide shared care with the community midwifery team. The antenatal appointments are booked with the GP

Baby Clinic A walk-in clinic for advice and weight checking. Vaccinations for all children up to age 5 by appointment only. This operates on Thursdays between 1.30 – 3pm

Vaccinations and Travel Clinic

Routine and travel vaccinations for all ages are available. This is a nurse led service. We also run flu vaccination clinics in October. Further information is available at reception.

Chronic Disease Management

Regular appointments with our Nursing team to help manage chronic problems such as asthma and high blood pressure.

Smoking Cessation We provide a Nurse-led stop smoking service. Patients should make an appointment with the team to discuss.

Minor Surgery Our doctors undertake minor surgery procedures including joint injections and removal of lumps and bumps. We also perform cryotherapy for some conditions.

Dietician We have a dietician who provides advice on diet and lifestyle choices.

Chiropody This clinic runs weekly to deal with common foot and nail conditions. Patients should ask at reception for details

Diabetes Care We manage patients with diabetes from diagnosis to long term care and follow up.

Psychologist We have a psychologist based 2 days per week to help manage a range of mental health problems. There is no need to see a GP

Counselling We have a practice based counsellor who can be accessed by our patients.


There is no need to see a GP -

The Doctors

Dr Jane Beckley MBBS, MRCGP, DCH, DRCOG, DFFP

Dr Deborah Maynard MA, MB BChir, DRCOG, DFFP

Dr Katy Morris MRCGP, DRCOG, DFFP

Dr Mark Smith MBBS, MRCGP, DRCOG

Dr George Verghese BSc, MBBS, MRCGP, DRCOG

Dr Lucie Berthoud MRCGP, DRCOG

The Practice Staff

Practice Support Team

Elaine Richmond Practice Manager Sasha Tonks Patient Services Supervisor Sonia Sinclair Assistant Practice Manager Eileen Marriner Practice Secretary Sue McKone Receptionist/Admin Assistant June Mah Receptionist/Admin Assistant Julie Barham Receptionist Sara Farrell Receptionist Heather Dunne Receptionist

Practice Nurses

Michele Olphonce Practice Nurse Team Leader Helena O’Donnell Practice Nurse Our practice nurses specialise in preventative medicine. Appointments can be made for

immunisations, suture removal, cervical smears & sexual health screening, contraception & family

planning advice, blood pressure checks, blood tests, ear syringing, foreign travel, asthma and

COPD checks, vaccinations and advice.

District Nurses

The district nurses are based at the Moffat Clinic and can be contacted on 020 3049 5210.

Healthcare Assistants

Debbie O'Connor Health Care Assistant Claire Goldie Health Care Assistant Our healthcare assistants support the nursing team by providing phlebotomy (blood taking) clinics

as well as monitoring blood pressure, smoking cessation, new patient health checks, vascular

disease checks and dressings. They also provide administrative support in the chronic disease

management of our patients.


Additional healthcare staff

Suzanna Brown Counsellor

Sophie Mayes Psychologist

Ghazala Khan Dietician

Simon Adam Podiatrist

Jennifer Enuson Health Trainer

Opening Hours

Reception Times Telephone Lines

Monday 8.00am – 6.30pm 8.00am – 6.30pm

Tuesday 8.00am – 6.30pm 8.00am – 6.30pm

Wednesday 8.00am – 8.15pm 8.00am – 8.00pm

Thursday 8.00am – 6.30pm 8.00am – 6.30pm

Friday 8.00am – 6.30pm 8.00am – 6.30pm

The practice also offers extended hours appointments on Wednesday between 18:30-20:00. These

extended surgery times. The practice is open for telephone calls, prescription enquiries or

registration at this time. The SELDOC out-of-hours service will operate for emergencies at these

times.

We have introduced a simple system to improve GP access. Telephone the surgery during normal

working hours and speak to a member of the Reception Team. Arrange for a time for the GP to

call you back who will discuss your problem and arrange an appointment if appropriate.

You are able to book appointments with our Nursing Team as normal.

Home Visits

Home visits are available for patients who are too ill to visit the surgery.

When the Surgery is closed

For urgent health problems outside of our normal surgery hours, patients are advised to call the

SELDOC service on: 020 8693 9066 or go to: www.seldoc.co.uk.

Our nearest walk-in centre: Soho Centre for Health and Care.


Local Survey Methodology

The practice engaged with NETbuilder to provide their comprehensive managed survey solution, NBSurvey, to enable the collection of views from patients in multiple locations across various demographic groups. This enabled us to canvass our patients opinions via an input channel most suited to them, from in-practice touch screen kiosks / laptops, through to virtual online surveys. Findings from previous studies carried out by NETbuilder exposed that multiple short surveys with a maximum of 8-10 questions each are more effective than one long survey running continually throughout the survey period. Each survey was customised to the investigational design and measures, for example measuring how effective it is for patients to get an appointment using a short survey (The Access Survey). Additionally, this encourages patients to give feedback for the areas relevant and important to them.

The NBSurvey Methodology


Step Description Surgery Comments / Experiences

Continual Development of Patient Reference Group (PRG)

The PRG is a representative group of patients from the practice. They are responsible for providing feedback to surveys and collaborating with the practice to analyse the results and agree realistic change opportunities.

We had an initial drive to recruit as many people as possible; however, this is an on-going process so that any of our patients, new or current, have the opportunity to contribute.

Determine Priority Areas

Key areas include but are not limited to the following:

Access

Overall Satisfaction

Seeing a Doctor

See a Nurse

The Reception

The Surgery Environment

Demographics

Specialised Clinics (e.g. Flu, Minor Surgery)

Patients were presented with a sample questionnaire from the National Association of Patient Participation as a basis for discussion. Patients are also given the opportunity to provide comments regarding other areas they would like to see addressed.

In year 1 of the PP DES, patients gave us three main areas of priority to focus on.

Access

Seeing the clinician

The surgery environment In year 2 of the PP DES, we looked at the following surveys;

Seeing a clinician

Surgery Environment

Website

Design & Build Surveys

The practice work closely with NETbuilder to design and build the surveys. Each survey is designed to measure the patient’s view of the identified key areas. Each survey contained between 8-10 questions. Patients are able to choose to complete the surveys they believe are relevant to them and ignore those that are not.

The practice collaborated with the PRG to agree the questions in each survey. We then worked with them both again in 2012 to agree the next set of surveys and agree the questions for 2012/3.

Decide on Input Channels and Publish Surveys

The practice worked closely with NETbuilder to agree which input channels are suitable for the surgery and patients.

We used the Input Channel Evaluation Criteria to help us decide which channels to use for Waterloo Health Centre:


Input channels available are:

Surgery Kiosk

Web Portals

Laptop

Paper

Face to Face Each survey can be used on (published to) one or more of the input channels listed above.

Web Site: open to all practice patients

Advertise Feedback Channels

Inform patients of the available input channels and current surveys, in order to create a greater number of participation responses. Types of promoting include but is not limited to:

Encouragement slip given by the doctor

Posters

Leaflets

News Letters

Encouragement from all Practice Staff & PRG

Surgery Website

Notice Board

Additionally SMS text messages were sent to patients advising them when the survey was available and means of accessing it. In recognition that some housebound and elderly patients may not have access to these channels, paper copies of each survey together with a SAE were sent to targetted patient groups.

Capture Patient Experience

Patients complete surveys using the available input channels as listed above.

In order to support the Reception Team in encouraging patients to complete the questionnaires, a member of the administration team was made available during some evening surgeries to encourage patients to complete the survey and answer any queries or questions. This gave some patients the opportunity to discuss and understand why their views were being sought and how the results could shape future services. Additionally, at the end of the consultation clinicians provided their patients with a flyer giving information regarding how to complete the survey.


Produce & Distribute Reports

Results in the form of reports are produced for each individual survey and distributed via the Practice Website, Practice Meetings, Surgery Notice Board, PRG consultations.

The results of each individual survey were posted on the practice website. Patients were informed of this via posters, leaflets and SMS text message. Paper copies of the reports were made available to individuals upon request.

Collaborate with PRG to Analyse Results

The Practice Manager will discuss & analyse the survey results with the Practice Doctors and then discuss with the PRG for further analysis.

The Practice Manager and partners analysed the survey results. A patient group meeting was then arranged specifically to provide an opportunity to discuss the survey outcomes. In November 2012 we held a patient group meeting to review the last action plan and agree priorities for the next patient survey.

Agree Action Plan Detailed action plans are created at the end of year one (2011/12) and the end of year two (2012/13) of the PPDES

An agreed action plan between the PRG & Surgery was created after the year one results (2011/12) according to the outcome of the analysis from the results. A further action plan has been created following the year two results (2012/13). Details of the year two action plan are provided in the section Discussions & Action Plans below.

Implement Change Practice must obtain the agreement of its local PCT to its proposals for any significant change, e.g. change of opening hours. Approved changes can then be implemented.

Details provided in the section Discussions & Action Plans below.


Input Channel Evaluation Criteria Input Channels should be thoroughly evaluated for their suitability for use by patient belonging to a practice. The following table describes the advantages and disadvantages of each input channel currently supported for practices.

Input

Channel

Advantages Disadvantages

Paper Surveys

Suitable for a large percentage of

patients across most services

Known and trusted media for many

patients

Production, deployment and

collection of surveys required

Data input required

Public Web Surveys

Instant feedback

Fast deployment of survey

Easily changeable

Limited to patients with internet

access

Limited to patients with the ability

to use technology

Email Surveys

Instant feedback


Easily changeable

Excellent for tracking feedback for

specific treatments (e.g. specialised

clinics)

Limited to patients with internet

access


to use technology

Limited to patients with email

accounts

Limited to patients who have

provided Trust with email addresses

Phone Surveys

Instant feedback


Easily changeable

Excellent for tracking feedback for

specific treatments

Limited to patients with telephone

access


to use a telephone

Additional cost to practice

Touch Screen Kiosks

Immediately and conveniently

accessible before and after

appointments

Instant feedback


Easily changeable


and willingness to use a touchscreen

kiosk

Requires suitable physical location

Touch Screen Tablets / Laptops

Instant feedback


Easily changeable


accessible before and after

appointments

Portable


and willingness to use a touchscreen

tablet

Requires overnight charging


Fashionable

Standard Desktop

Instant feedback


Easily changeable


accessible following treatment


and willingness to use a desktop PC

Requires suitable physical location

Requires protection from being

damaged, lost or stolen

Face to Face interviews

Instant feedback (proving tablet

used to input response)


Easily changeable


accessible following treatment

Patients able to converse with a

person, puts at ease

Rapport building

Canvasser must be independent

Additional resource required

Patients may be reluctant to give

honest answers to canvassers


Patient Reference Group

PRG Membership

Member Profiles

Our ‘virtual’ Patient Participation Group is currently made up of 15 Members of varying age, sex and ethnic origin, with 2 ‘Chair’ or ‘Lead’ members. Patients are also invited and encouraged to give their feedback via surveys on various aspects of the practice in a number of ways; by accessing surveys from the practice website or completing a survey whilst they are in the practice using the ‘kiosk’. PRG Recruitment & Representation

Recruitment to the Patient Reference Group is was mainly via our Patient Forum. The Forum had been advertised via posters in our reception area, on our website and in our Newsletter. In addition, 20 invitation letters were sent to patients who had previously attended the forum. This was followed up with telephone call reminders being made by the Practice Manager. The survey had been made available via the practice website, a dedicated PC in the waiting room and paper copies (including SAE) had been sent to housebound patients. To raise awareness of the survey and encourage patients to take part the following measures were taken:

Details including link to website were published in Newsletter

A SMS text message with link to website sent to all patients

Poster in the waiting room

Reception staff & clinicians gave all patients reminder slips

Slips with details of survey were attached to all repeat prescriptions Note: Feedback is not solely reliant on the PRG, surveys are also completed by other Patients from the Practice via the surgery kiosk and web portals etc.

PRG Agreement of Priorities

The Group was asked for ideas on developing a meaningful questionnaire that we could ask patients to complete to enable us to evaluate our services, take appropriate action after analysis of the questionnaires and, ultimately report back to our Patient Reference Group following the outcome and agree actions: To prompt ideas from those present, they were presented with a sample questionnaire from the National Association of Patient Participation as a basis for the discussion. Some very valid points were suggested by patients for the practice to bear in mind when designing the questionnaire:

The surveys should be relatively short in length and should take no more than 10 minutes to complete

We established different ways for patients to access the questionnaire as follows: on-line via or website, email, paper copies posted to housebound patients and a dedicated PC in the waiting room.


For those who required help to complete the questionnaire (e.g. learning difficulties /special needs) practice staff were made available to assist.

Results, Outcomes & Findings

Summary Information

Item Total

Number of Surveys 3

Number of Responses 261

Number of Input Channels 1

Survey results by Input Channel

Input Channels

Survey Website Total Seeing a Clinician 81 81

Surgery Environment 81 81

Website Survey 99 99

Total 261 261

Summary of Demographics Survey

The following report provides a summary of the demographics for patients that have completed surveys during the data collection period for year 2 of the PP DES. This includes both PRG Members and other practice patients. Please note that the reports found on the website display the latest feedback captured and therefore may contain more results than are summarised in this report. Results are:

60.49% of the patients were female and 39.51% of the patients were male

The percentile breakdown of age category of the patients were: o Under 18 – 2.47% o 18-25 years - 3.70% o 26-35 years – 11.11% o 36-45 years – 27.16% o 46-59 years - 30.86% o 60 or Over – 24.59%

Ethnic Group percentages were: o White – 58.02% o Mixed – 2.47% o Asian or Asian British – 8.64% o Black or Black British – 14.81% o Chinese or other – 16.05%

Patients who said white then answered the following: o British – 87.23%


o Irish – 4.26% o Any other white background – 8.51%

Patients who answered Asian or Asian British said: o Indian – 28.57% o Any other Asian back ground – 71.43%

Patients who answered Black or Black British said: o Caribbean – 25.00% o African – 58.33% o Any other Black background – 16.67%

Patients who answered Chinese or other said: o Chinese – 7.69% o Any other ethnic group – 92.31%

Representation of Registered Patients

Waterloo Health Centre can confirm that the feedback has been provided by a representative group of its registered patients. Information collated from our patient database is available in a PDF format on our website.

Survey Results

Detailed reports for each survey can be found on our website http://www.waterloohealthcentre.gpsurgery.net All results were discussed with the PRG and relevant practice staff; the key outcomes for each survey are highlighted below.

Seeing a Clinician

Patients use of the phone o 90.90% of patients said it was easy to get through o 63.27% of patients said it was easy to obtain test results o 56.52% of patients said it was easy to speak with a Doctor o 37.93% of patients said it was easy to speak with a Nurse

83.95% of patients last appointments were with a Doctor

16.05% of patients last appointments were with a Nurse

Patients reason for seeing the Doctor/Nurse o 11.11% - to ask advice o 9.88% - routine check up o 25.93% - one off problem o 9.88% - prescription o 35.80% - on-going problem o 7.41% - other

Patients were asked how good their Doctor/Nurse was at the following o 88.6% - asking about your symptoms o 86.30% - explaining test and treatments

http://www.waterloohealthcentre.gpsurgery.net/


o 93.75% - giving the patient enough time o 86.49% - involving the patient in decision about their care o 89.99% - listening o 89.61% - treating the patient with care and concern

76.54% of patients are on repeat medications

93.55% of patients know how and when to request their medications

74.19% of patients know how to find out when their medication review will be

43.55% of patients know how to order their repeat prescriptions on line

Environment

97.53% of patients were satisfied that the cleanliness and infection control in the surgery was either ‘very clean’ or ‘fairly clean’

70.37% of patients said that other patients could overhear what was said to the receptionist, but they didn’t mind

22.22% of patients said also felt they were overheard, but were not happy about it

2.47% of patients said they were not overheard

97.67% of patients found the receptionist either ‘very helpful’ or ‘fairly helpful’

60.49% of patients completing the environment survey were female

Ages of patients completing the environment survey o 2.47% - under 18 o 3.70% - 18-25 o 11.11% - 26-35 o 27.16% - 36-45 o 30.86% - 46-59 o 24.69% - 60 and over

Ethic group of patients completing the environment survey o 58.02% - white o 2.47% - mixed o 8.64% - Asian or Asian British o 14.81% - black or black British o 16.05% - Chinese or other ethnic group

Breakdown of white patients completing the environment survey o 87.23% - British o 4.26% - Irish o 8.51% - any other white background

Breakdown of Asian patients completing the environment survey o 28.57% - Indian o 71.43% - any other Asian background

Breakdown of Black patients completing the environment survey o 25% - Caribbean o 58.33% - African o 16.67% - any other black background

Breakdown of Chinese patients completing the environment survey o 7.69% - Chinese o 92.31% - any other ethnic group


Website

61.62% of patients visited the practice website

Reasons for patients not visiting the website o 18.42% - no internet access o 13.16% - no computer access o 15.79% - not able to use a computer o 23.68% - wasn’t aware of website o 28.95% - other

Reason patients use the practice website o 23.58% - online appointment booking o 8.94% - repeat prescription ordering o 67.8% - general practice information

Discussions & Action Plans

Summary of Year 1 Outcomes & Action Plan

Once the surveys had been closed (Jan 2012) and the results collated, we then did the following to advise patients of the results prior to this meeting:

Results were posted on the practice website

SMS text message sent to all including link to results on website

Slips circulated by reception

Posters in waiting room We then organised a patient group meeting to discuss and notified our patients using all of the above methods. Most of those present had managed to access the results on line. However for those who had found difficulties paper hard copies of the results were made available at the meeting. We then went through a summary of the results of each of the four surveys, giving the attendees an opportunity to discuss the findings and decide on any action plans to take forward. We also discussed possible initiatives to encourage a greater response to planned future surveys. A Patient Forum meeting was then arranged to discuss the findings of the surveys. Most of those present had managed to access the results on line. However for those who had found difficulties paper hard copies of the results were made available at the meeting. We then went through a summary of the results of each of the four surveys, giving the attendees an opportunity to discuss the findings and decide on any action plans to take forward. We also discussed possible initiatives to encourage a greater response to planned future surveys. In direct response to these results there was discussion within the group regarding the following issues:


Saturday Morning Surgery: Although 30% of survey respondents suggested that they would like to see a Saturday clinic introduced at the Practice, the majority of the group present did not feel that this was necessary or practical. Some felt that late evening surgeries would be more beneficial. HCA Appointments: Many of the patients present felt that they did not know enough about the role of Healthcare Assistants to enable to make the decision as to whether they needed to book an appointment with a GP or HCA. Confidentiality: One of the survey questions addressed the level of privacy the patients had in the reception/waiting area and this was flagged as an issue for some patients. We discussed a number of ways in which we could improve privacy/confidentiality in our Reception area.


Agreed action points:

It was agreed that the Practice needed to promote the HCA role by putting information leaflets in waiting room and an article in the next newsletter.

There was a discussion surrounding a need to able to communicate with the group in between scheduled patient forum meetings. It was agreed that the best way of achieving this was via e-mail to a ‘virtual’ Patient Reference Group. Two patients agreed to act as the Lead(s) on behalf of the patient group.

It was agreed that the practice would further develop its Health Promotion strategy by arranging talks to groups of patients suffering from specific chronic diseases. There was also a discussion regarding the possibility of patients setting up self-help groups amongst themselves.

The practice would produce confidentiality slips for patients to hand to receptionists rather than verbally give their personal identification details.

Even though the general consensus was that patient satisfaction was high in respect of access (appointments & walk in clinics), the practice will continually monitor and review to ensure that standards are maintained. The methods of review will be via continuing patient surveys and consultation with our Patient Reference Group.

Implementation of Year 1 Outcomes and Action Plan

What Waterloo Health Centre did

We continued to monitor the findings of last year’s survey and review agreed action plan.

Waterloo Health Centre’s outcomes

Through promotion of the role of the Health Care Assistant (HCA) there has been a marked increase in the utilization of our HCAs. This has freed up our Practice Nurses to deal with more complex chronic disease management. There was mixed feedback from the group regarding confidentiality in the waiting room. It was therefore agreed to include this in the next survey to measure whether there has been any improvement.

Year 2 of the PPDES - Discussions

Once the survey had been closed (March 2013) we posted the results on our website and put posters up in the waiting room. We organised a patient group meeting to discuss the findings of the survey. A poster was put in the waiting room and we sent text messages to our patient population.


In direct response to these results there was a discussion within the group regarding the following issues: Access to the GP via the telephone and the walk-in: 14% of patients find it “not easy” to talk to the doctor on the phone. The long wait during walk-in clinic is inconvenient for working patients. Patient confidentiality: 22% of respondents can be overheard when speaking to the Receptionist and are not happy about it. Introduction of computer systems to manage/speed up communication between the practice and the hospital. Develop use of IT for better communication with our patients. The practice environment and improvements to the waiting area.

Year 2 of the PPDES - Action Plans

Subject Comment Notes

Seeing a clinician Getting through on the phone 74% find this easy

Consultation with clinician Between 78-92% of patients felt that the clinicians are “good” when asking about symptoms; explaining tests and treatment, giving you enough time; involving you about your care; listening; treating you with care and concern

What could be done to improve the medical care we provide

Service very good. Clinic seems to run pretty efficiently and effectively. This is the best doctors’ surgery I’ve ever been to. Doctors and nurses here are wonderful and caring and considerate

Practice Website 61% of respondents are aware of our website

Practice website Very straightforward for appointment booking and ordering repeat prescriptions

Cleanliness and infection control

68% of respondents fed back the surgery is “very clean”;


30% “clean”

Helpfulness 77% of respondents found the Receptionists to be “very helpful”; 20% of respondents “fairly helpful”

Ethnicity of respondents There was feedback from all ethnic groups and the percentages reflected those of our patient population

Practice organisation Undoubtedly one of the best run GP surgeries in the area

Waterloo Health Centre Patient Feedback - Constructive

Subject Feedback Action Notes

Speaking to Dr on phone

14% of patients find this “not easy”

Introduction of GP Telephone Access will resolve this issue

Appointments Drop in clinics waste hundreds of working hours for people with jobs.

As above. GP will ring patient and arrange mutually convenient time to come in if appropriate.

What could be done to improve the medical care that is provided?

Cut out the administrative “middle level” people. Not the services it provides or the people on the front line providing that service.

Invested in IT to help streamline some of the mandatory admin processes, e.g. EPS, Docman, new patient database (EMIS Web); electronic dictation software for GPs writing to the hospital, etc.

GP access How we wish you would retain the walk-in service

Unfortunately internally the walk-in system is not working. We’ll try the system, however, review with you at the next forum in 6 months’


time

Customer care Receptionists should always be welcoming and doing their best to understand their needs

Receptionists to undergo customer service and telephone skills training.

Prescribing More emphasis on self-management and conservation of drugs

Doctors to promote self-management of conditions including health promotion displays in waiting room plus leaflets around self-management of conditions. Also re-promote minor ailments scheme.

Copy of test results Copy of test results – not just verbal on the phone

Continue to be available on request

Ordering repeat prescriptions on line

56% of patients do not know how to access this service

Actively promote to patients via posters in waiting room & local pharmacies, text messaging patients and message on repeat prescription slips

Repeat prescriptions

If GP disagrees with any notes attached please reply/discuss

Receptionist give patient courtesy call

Practice website 23% of patients are unaware of our website

Actively promote to new patients at point of registration. Promotional material in waiting room.

Practice website Picture against names of the team

Not possible with our current website provider however this is due for review in the summer so will incorporate this suggestion

Practice website Sometimes links do Assistant Practice


not work and some services need updating

Manager will check the website on a quarterly basis

Patient confidentiality

22% of respondents can be overheard when speaking to the Receptionist and are not happy about it

Have the radio on in the waiting room more frequently; actively promote that the Receptionist can be spoken to in a side room – or to the side in Reception; poster asking patients to respect other people’s confidentiality

Waiting room Seating uncomfortable

Introduce additional high backed individual chairs and refurbish fixed seating.

Waiting room Leaflet rack has no information about drug/alcohol organisations to help relatives/carers

Waiting room notice board and leaflet racks to be reviewed 6-weekly by Reception Team.

Summary of the PPDES 2011-2013

Prior to the introduction of the PPG DES in 2011 Waterloo Health Centre had not conducted a patient survey for 3 years. Therefore patient feed back to the practice was very limited and patients had little influence regarding service provision. Additionally, although 6 monthly patient meetings were established, engagement was very low. There would be a maximum of 6-7 patients in attendance in previous years. The last meeting held in March 2013 had 16 patients present. It has also been noted that in the last two meetings there has been a marked variance in the age, sex and ethnicity of patients present which more accurately reflects our patient population. The PPG DES has opened up channels of communication between the practice team and our patients and we have welcomed the compliments and constructive feedback.

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