Patient Participation Group DES 2011-12 Report
Data as of 31st Dec 2011

Step 1
1.1 The Practice Profile
The patients registered with us and almost entirely white british. We have some very small ethnic groups and have specifically targeted surveys and membership of the virtual group to ensure that these groups are represented and currently are marginally over represented in the virtual group.
Our patients are almost 50:50 split between men and women, however, we have managed to engage more females into the group than men, so that our overall PRG profile shows that we have 62% female. We have redressed this balance in the face to face group which is 60% male.
We also have a high prevalence of Diabetes and COPD compared to our peer group and have therefore targeted some of our recruitment for the PRG on patients with chronic diseases, especially as these are high users of the surgery.

We have 16225 patients and our target is to reach 2.5% of the list i.e. 406 patients as a representative group.

1.2 How we encourage participation

 Face to Face Practice Patient Reference Group

• We have an existing small but active PRG which meets 4 times a year at the surgery. Between each meeting we ask the GP’s & Nurses to identify patients who they think might like to contribute to this group and we write to invite them to join us.
• Dates of this years meetings: April 13th, July 4th, Oct 26th, Jan 25th
• Number of letters sent to entice new members: 21
• Number of positive responses: 1
• The group that meets normally takes place during a lunch time, however, in Q2 we changed this meeting to be an evening meeting and invited some younger patients.
• Posters were placed around the surgery to advertise the group and ask for members to come forward.

Virtual Practice Patient Reference Group

• We have taken the opportunity of approaching patients during clinics in the surgery. We have asked patients whether they would be prepared to participate in providing us with some feedback as both a one off and on an ongoing basis. Patients who agreed were asked to complete a questionnaire and also to provide us with their contact details if they would like to have feedback of the results from us and to join in further participation activities.
• We are establishing a virtual patient group. We have forms available to all patients who come to the surgery to complete and give us their contact details if they would like to participate.
• Every new patient who registers with us is asked if they would like to join our virtual group.

1.3 The profile

We currently have 350 members with an additional 200 being approached through a new survey in January. The profile can be seen on the attached spreadsheet.

Step 2
Priorities
Previous surveys had identified that the biggest issue that patients had was access, so we created a survey to drill a bit deeper into this subject and see what the real issues were.
In April’s face to face meeting we asked for ideas for the survey and shared our thoughts on access as a topic. This discussion resulted in the compilation of some survey questions which were drawn in part from the GPAQ survey.
The survey content was agreed with the face to face PRG at the meeting on July 4th and then used to engage patients who were attending the surgery. The meeting minutes stated:

In-house patient survey

• A patient survey (see attached) was circulated and discussed for any ideas or amendments, ease of use etc.
• It was agreed that the survey contained enough information to highlight booking appointments, experience of consultation, seeing preferred GP and getting through on the phone.

Virtual in house patient participation group

• It was decided to included on the survey mentioned above, an invitation to patients that would be interested in communicating through Email.  These patients would receive an Email 2 or 3 times a year to share information and gather feedback. 

Since the area needing a response was relating to access, we concentrated our survey on existing patients who were using the surgery and therefore would have experienced trying to book an appointment with a nurse/GP.

A second survey is going out to patients in January to look specifically at communication. The practice has plans to extend the surgery and consolidate services so we are keen to ensure that we have good communication methods to ensure our patients now what is happening. The success will depend in part on communication and therefore we are targeting the virtual group as well as some additional patients in the surgery with a survey to assess which elements of communication we can improve to enhance their experience. The content of this survey has also been agreed through the face to face PRG at meeting on Jan 25th 2012.

Step 3
Local Survey
3.1 The survey - Summer 2011 – From July 11th – Aug 20th

• · Survey discussed with Practice Patient Participation Group for ideas for content
• · Agreed with PRG to include areas around Access - telephones, appointments & Experience with GP - understanding of illness, manner etc
• · Distributed in the surgery to approximately 200 existing patients who agreed to complete the survey and be part of a virtual PRG
• · Results discussed with the face to face PRG  and published to the virtual PRG

Main Outcomes from Survey (full analysis is in the appendices at the back of this report)

• · Patients found GP's responsive during consultations and were happy in general with consultations
• · Patients were not happy with the 0844 telephone number
• · Patients were not happy with the long queues and associated costs with the telephone system

Actions taken by Practice

• · New telephone system installed Sept 2011 with local telephone number
• · More telephone lines installed with new system to quicken up waiting times for patients

3.2 The survey – Spring 2012

A second survey to a 200+ respondents who belong to the virtual PRG or who have agreed to join it, is taking place in January to gather views from our recently joined virtual members. This survey will be sent on email using survey monkey.

Step 4
Changes to service
The findings from the survey identified that access to appointments, particularly by telephone was an issue. This was discussed with the PRG group at their July meeting and the requirements were fed in to the specification of the new telephone system that the practice installed in September.

We discussed making changes to the telephone system. One of the biggest issues was our 0844 number which was costly for patients who had line package calls for free local calls. The feedback from patients was that we should get rid of this and return to a local number. The other major concern was that at busy times a patient could be number 20+ in the queue waiting to get through to reception to make an appointment.

Step 5
Action Plan
The requirements identified through the survey and the PRG were used to help specify the new practice telephone system. The key actions were: to reduce queuing times on the telephone particularly at 8.30am and to remove the unnecessary cost from the 0844 number.

The practice committed to implementing a new system by September 2011.

Step 6
Achievement

The practice reduced the time patients spent queuing on the telephones by increasing the number of lines, increasing the number of lines into the practice and creating a call centre so that all receptionists at both the main and branch site answer all calls in the peak period. The practice’s peak telephone period at 8.30am now last for 10-15 mins depending on demand rather than 30-35 with the old telephone system. The practice also removed the 0844 number and returned to a local geographic number.

Findings from the survey are published on our website www.highlandsmedicalcentre.co.uk

APPENDIX 1
Specific Outcomes by question

1. How easy was it to book a same day appt with your GP

Two thirds of respondents found it either fairly or very easy
13% found it not very easy and stated that the 0844 number and wait times on the telephone was the biggest problem

2. How easy was it to book an advanced appt with your GP

35% of respondents found it very easy
5% found it not easy at all

3. How easy was it to get through on the telephone

32% of respondents found it not very easy/not easy at all
1/3rd found it fairly easy

4. How easy was it to speak to GP on the telephone

Only 38% of respondents had tried but of those 84% found it fairly or very easy

5. How often did you see your preferred GP

Three quarters of respondents saw their preferred GP a lot or all of the time
Only 3% stated they never saw their preferred GP

6. When you saw you GP, how were they at:

7. Did you have confidence and trust in your GP?

80% of respondents said definitely, yes and a further 14% said to some extent

APPENDIX 2

Practice Premises Opening Hours

Highlands Medical Centre

Monday - Friday 8.15am - 6.30pm – Access in person or by telephone
(8am-8.15am - Access by telephone only)

Fareham Health Centre

Monday - Friday 8am - 6.30pm – Access in person or by telephone

Extended Hours Opening times

Tuesday 6.30pm-8.30pm by appointment only no telephone access

Thursday 7am - 8am by appointment only no telephone access

Saturdays (alternate weeks) 8.30am-12.30pm by appointment only no telephone access

All GP partners are available for extended hours appointments including Saturday surgery on a rota basis, please enquire at reception for your GP's next available appointment.