Patient Participation Report 2013/14
Practice opening times
Monday – Friday 8:00am to 6:00pm
Access available via telephone and online booking for pre-bookable appointments
Extended hours for pre-bookable doctor appointments on a rota system with Dr Brown, Dr Cox, Dr Richardson, Dr Brewer, Dr Wardleworth, Dr Starford and Dr Buckley.
Extended hours for Dr Spiller, Dr Brown, Dr Brewer, Dr Buckley and Dr Cox.
Extended hours for pre-bookable nurse appointments with Sister Kennedy
Description of the profile of some of the members of PPG
|Member description||Reason for joining our PPG|
|65y Male – retired lecturer||Several family members attend the surgery and I have interest in supporting their health.|
|71y Female – retired teacher||Concerned about what is happening in the NHS in terms of “privatisation”. Want to be involved with local community and patients.|
|50y Female – social worker||Interested in having a voice in how surgery is run and how it can be improved. Feel my work background is useful in this setting.|
|85y Male – retired company director||To use my experience for the benefit of the surgery.|
|52y Female – chartered accountant||Lived in Haworth all my life and would like to something back to the surgery.|
|53y Male – customer representative for bank||Joined to contribute something back into the practice and community.|
The group comprises of 19 female and 9 male members ageing between 36-85.
The group agreed after the last meeting (12/03/14) that they would like to encourage younger people especially those with families to join the group.
Steps taken to determine and reach agreement on the issues which had priority and were included in local practice survey / The manner in which the contractor sought to obtain views of its registered patients.
The practice asked over 200 patients to complete the improving practice questionnaire report which was compiled by CFEP UK surveys. The IPQ is a validated tool to assess patient satisfaction in several areas (about the practice, the practitioners and the staff) and to benchmark the surgery amongst other practices. The survey was completed by a wide spectrum of the practice population and is available for all patients to read on the website.
Details of the steps taken by the contractor to provide an opportunity for the PRG to discuss the contents of the action plan.
The PPG discussed the IPQ report at the group meeting on the 15th Jan 2014
The following points were raised by the group:
- Ability to book advanced appointments – review of information available to patients as they feel still a lack of understanding and in general about the appointment system
- Profile information – they want to know the names of all clinicians the days they work – what are your special interests – they think this information should be freely available to all patients in different forms
- Practitioner of choice is still high on the agenda and came out as low score in the survey and they fell should be addressed – I did say the development of the appointment system should aid this process
- DNA’s they want develop a plan with us to stop clinical time being wasted
- If clinicians are running late we need to keep patients informed
Action plan agreed with PPG at group meeting on 12/3/14
Priority for action
Who needs to be involved?
What is an achievable time frame?
Profile information regarding clinicians.
Information for patients regarding individual clinicians to include days worked, availability and special interests. Patients to be kept informed if clinicians running late.
Management and reception team.
Review of peak times for phone calls to assist in shift planning for reception team.
Management and reception team.
Review information available to patients about new appointment system.
What questions would the PPG like to ask about the new appointment system? What is the best way to communicate this to patients?
Dr Richardson, management team and PPG.
Plan to reduce DNA’s
Greater use of text messaging to remind patients about appointments. PPG to produce action plan.
PPG and management team.
Which responses were most positive?
- Excellent service – would recommend Haworth medical practice to anybody moving area.
- Very good and always feel I have been well looked after and am confident in their service.
- The warfarin clinic is excellent with the new pharmacist. Dispensary / reception are excellent.
- Changed to this practice. No regrets, all staff etc very friendly and helpful. No improvement needed.
Which responses were least positive?
- Longer evening appointments for people who work.
- Continuity in seeing the same doctor.
In which areas did you deviate most from the national benchmark? Can you explain why this might be?
- Seeing practitioner of choice – Two senior doctors retired in last year.
- High mark for reception staff .
- Practitioner feedback generally high.
What are the main priorities identified by the PRG?
- Review of information available about new appointment system.
- Profile information about clinicians – name of all clinicians, special interests, days they work.
- To help patients understand the role of an Advanced nurse Practitioner.
- To work on a plan to reduce DNAs for booked appointments.
What are the main priorities identified by practice staff?
- Review peak times for phone calls into surgery to assist in shift planning for reception staff.
- How can we improve continuity of care for patients?
- Develop text messaging reminders to help reduce booked DNAs.
- Review information available to patients on new appointment system.
Discussion of previous local practice survey findings from 2012/13
What activities have you undertaken to address issues raised by your last survey which were deemed as priority by your PRG and your practice staff?
Patient experience issue
What has been done to address this?
Access problems and patients positive about phone consultations for urgent advice.
New appointment system with telephone triage.
Telephone system problems.
New message to direct patients.
Difficulty parking at busy times.
PPG to meet with school governors.
Website update, online booking and PPG area.
Plan to reduce DNAs.
Do the results of this survey reflect these activities?
- New appointment system with greater use of telephone triage means that patients needing urgent care will speak to and/or have a face to face appointment with a clinician on the same day.
Previous Years' reports