KINGSTANDING CIRCLE SURGERY – Dr B S Sahota / Dr K Cassam

Transcription

2012/2013
PATIENT PARTICIPATION GROUP (PPG) REPORT
The patient representative group at Kingstanding Circle Surgery was originally set up in 2011 and is
still going strong in 2013. The PPG this year continues to reinforce patient/practice relationships, act
as a voice for the patient population and continues to work well with the practice in identifying and
implementing change that can effectively benefit our patients and the practice in whole host of
numerous different ways. The PPG helps the practice to understand the views of patients on the
services that the Practice offers reviewing everything from access to services, to local health needs,
to the effect of the changes in the NHS on the practice. The practice has again this year done a lot of
work around making the group more representational; in demographic and ethnicity terms, to the
population which it serves and the group remains open membership group, encouraging
involvement and attendance from all areas of the practice community. The practice would also like
to take this opportunity to thank each and every member of the PPG for their time, important and
most valuable contribution to the Kingstanding Circle Surgery PPG which is much valued and greatly
appreciated. Thank you also to all our patients who took the time to fill in the practice PPG survey,
the results of which have now been tallied, reviewed and analysed and helped form the foundation
of the PPG directed actions. Both the survey results and actions are included in this report. Both the
survey results and actions are included in this report. A hard copy of this report is also displayed to
view in the practice waiting areas and on request a copy can be printed and be given to take away.
Copies of the practice PPG meeting minutes are also available to patients and the wider public on
request.
PPG AND PRACTICE PROFILE
Our PPG consists of 19 patients, 12 female and 7 male. All 19 are of a White British Ethnic Group and ages
range from 55 – 74. Unfortunately, after analysis detailed below, if was evident that Kingstanding Circle
Surgery PPG was not currently fully representational of the practice profile despite the practice taking many
step/actions to address this (covered further on in the report). Below is a full and comprehensive
breakdown of the practice profile which has been categorised in terms of Age, ethnicity and gender.
Demonstrating how a Patient Reference Group is Representative
Practice Population Profile
PRG Profile
Difference
Age
(Percentage/Correlating number of patients)
% Under 16 23.5%/1180
% Under 16 0/0
1180 – 23.5%
% 17-24
0/0
641 – 12.8%
% 25-34
12.8%/643
% 25-34
0/0
643 – 12.8%
% 35-44
11.4%/569
% 35-44
0/0
569 – 11.4%
% 45-54
14.2%/710
% 45-54
0.02%/1
710 – 14.2%
% 55-64
10.3%/520
% 55-64
0.22%/11
520 – 10.3%
% 65-74
7.9%/395
% 65-74
0.14%/7
395 – 7.9%
% 75-84
5.3%/265
% 85 and Over 1.81%/91
% 75-84
0/0
% 85 and Over 0/0
265 – 5.3%
91 – 1.81%
Kingstanding Circle Surgery – Patient Participation Group 2012/2013
1
12.8%/641
Page
% 17-24
2012/2013
Ethnicity
(Correlating number of patients/Percentage %)
PRACTICE BREAKDOWN
PPG BREAKDOWN
White
White
% British Group 3640/72.6%
% British Group 19/0.38%
88/1.75%
% Irish
0/0
% Irish
VARIATION
(-)72.2%
(-)1.75%
Mixed
Mixed
% White & Black Caribbean 73/1.45%
% White & Black Caribbean 0/0
(-)1.45%
% White & Black African 0/0
(-)0.04%
0/0
(-)0.32%
% White & Black African
2/0.04%
% White & Asian 16/0.32%
% White & Asian
Asian or Asian British
% Indian
% Pakistani
% Bangladeshi
42/0.84%
33/0.66%
8/0.16%
Black or Black British
% Caribbean
% African
106/2.11%
36/0.72%
Chinese or other ethnic group
% Indian 0/0
(-)0.84%
% Pakistani 0/0
(-)0.32%
% Bangladeshi 0/0
(-)0.16%
% Caribbean 0/0
(-)2.11%
% African 0/0
(-)0.72%
Chinese or other ethnic group
% Chinese
24/0.48%
% Chinese 0/0
(-)0.48%
& any other
5/0.1%
& any other 0/0
(-)0.1%
Not Stated %
0/0
Not Stated %
0/0
0/0
Gender
49.1% - 2460
% Male
% Female
51% - 2554
% Male
7 – 37%
(-)12.1
% Female
12 – 63%
(-)12
Page
Encouraged administrational staff over a number of weeks prior to PPG meetings to highlight to
patients the practice PPG poster, hand out PPG promotional material including leaflets, proposed
agendas and fill in expression of interest forms (Appendix 1) which the practice followed up among
other things. Within this campaign we also saw the need and importance of giving some special focus
2
As can be observed from the analysis above variations in representation exist to varying degrees and the
practice this year has actively worked to address this inequality in terms of PPG representation. Some of the
many actions taken to address this issue include;
2012/2013
to specific gender/demographic and ethnic groups to address group representational aspects which
we saw as being very important. This was centred on targeting individual patients who fitted into
groups under represented by the analysis above and individually inviting them to engage with the PPG
by a number of different means including opportunistic and focused.
Encouraging clinical staff ongoing to actively gain engagement from patients to the PPG. This again
was on a general basis and also as above a more target and patient specific basis to address the
practices desire to have a PPG that was representational to the practice population. The desire for a
representational PPG was driven by a belief that a PPG was to represent the entire practice
population in a equitable and fair way which was important.
The Business Manager prior to PPG meeting sent letters, both general and targeted, out to patients to
actively promote engagement including a copy of a PPG leaflet designed by the practice (Appendix 2 –
Practice PPG Leaflet) as an example of a number of different promotional material and recruiting
processes adopted by the practice.
The business manager also in his correspondence to the existing PPG group requested them to keep
to mind the group was recruiting and bring a long any candidates they thought may be suitable ,
appropriate or who may have wished to attend. One (1) existing PPG group member brought a long a
friend who was most welcome, her attendance being appreciated and is now a member of the PPG
group.
PATIENT SURVEY
Already in 2013 the PPG has had two (2) meeting – one (1) of which was held at the practice and second of
these as prior agreed held virtually over the telephone with each individual PPG members. Both PPG
encounters so far this year have proved very positive and valuable experiences building further on the work
done last year. At a meeting held on Monday 9th January 2013 the PPG worked together on a number of
different matters/issues including re-visiting the area of the annual PPG practice survey with the aim of
modifying and refreshing this documents to reflect current priorities and build further on work carried out last
year and indeed throughout the year. The annual survey and questions were reviewed and re-designed after
discussion, engagement by the whole PPG group and subsequent mutual agreement to represent the issues
that were currently seen as a priority. These agree priorities and issues were agreed to be those relating to
patients, the practice, National GP survey issues and also brought in some CQC matters. This included the
obligatory areas relating to including satisfaction with opening hours, appointment availability and waiting
times. Current areas of important agreed as priority included;
Patient DNA’s and wasted resource (i.e. appointments, clinical time etc)
Prescription & Appointment Processes – patient experience
Clinical Quality/standards – GP’s & Nurses
Awareness of Patients rights – i.e. complaints, requesting specific GP
Page
The survey (APPENDIX 3) was then created by the practice and confirmation and authority to proceed given
by the PPG prior to use. The PPG agreed on the same rationale as adopted and was most successful last year
in terms of the survey being given to 10% of the practice population over the age of 16 which equated to
approximately 383 patients. This rationale was felt to be appropriate and most successful last year and all
were happy to carry on that basis. The survey was finalised on 7 main questions broken down in subset
questions (total questions = 28) and one free text box for patient comments, if required. The survey
questions were based around the agreed priorities. There was also data collection relating to demographics,
3
Reception Matters - Patient Confidentiality and Quality of practice information
2012/2013
ethnicity, dependant status, employment status and gender to allow the practice and the group to qualify and
quantify analysis and understand more about its population.
The survey was carried out over a period of 4 weeks to ensure we got a comprehensive set of results returned
to analyse and work with. As from experience postal survey returns last year were exceptionally minimal it
was agreed a majority (320) should be given out by reception for patients to either fill in during their time at
practice or take away and bring back when completed. The remaining 63 were sent by post with return SAE
to a randomly selected cohort. Again in terms of the survey the practice desired to get a representational
response and so endeavoured where possible to distribute the surveys according to the representational
breakdown/analysis as indicated on page 1 – this turned out to be most successful as can be evidenced by the
respondent rates in terms of ethnicity, gender and demographic being well represented across the board
which was a very positive outcome for the PPG and indeed the practice. Out of a total of 383 surveys issued
the practice received back a total of 186 surveys a return of 48.56%. On top of this return the practice also
received approximately 27 surveys which were not completed or spoilt in some other way and which we were
unable to use. The results were then correlated using a tally breakdown analysis to make comparative study
easier and more amenable to analysis (APPENDIX 4 – Tally Breakdown).
RESULTS
Page
4
A very extensive and comprehensive set of results, tally analysis and breakdown are detailed in APPENDIX 4 –
PRACTICE SURVEY RESULTS. In this analysis is included a demographic, ethnicity breakdown and also a quick
analysis based on working status and also dependants under 16 which we as a PPG may be useful data to
capture in helping our population. A visual representation of the highlights and some of the priority areas are
detailed below, the results of which showed the practice in a very positive light; Please note: The figures on
the left hand side of the charts are relating to physical patient numbers.
2012/2013
Page
5
2012/2013
Page
6
(Q6) If a patient misses
three (3) consecutive
appointments what
action do you think
should be taken to
prevent this and waste
of appointment time in
the future?
2012/2013
Patient comments on surveys;
Excellent Service
I would recommend this practice
Very friendly staff
Reception attitude needs to be better
Privacy at reception (5)
NOMAD pack excellent
Had to refer myself to hospital !
Nurse had not referred me.
More than happy
Great Surgery, very good doctors
Sound proof Practice Nurse room
Simple English complaints procedure
More patient follow-up from GP
Less owness on patients
Booking more appointments in
advance
Saturday opening
Good practice
Pre-book appointments day before?
Really good surgery
Good Surgery.
DISCUSSION ABOUT RESULTS
Discussion revolved around the findings of the PPG survey and what actions could be taken. A virtual
meeting was also held with all members of the practice PPG group at which a summary of survey results were
shared and discussed and also an action plan agreed. The results were very positive across a majority if not
all the areas surveyed which was a positive outcome for the practice and the PPG group. Discussion was also
had as in the previous year and previous PPG meeting in relation to what we were unable to action within the
next year. Following the practice survey results, PPG and practice discussion an action plan was compiled
which was agreed by the PPG and also the practice team including the two (2) GP partners, practice manager
and business manager. The 3 main actions to come out of the survey were:
Improve patient privacy and confidentiality at reception area.
Improve Quality of patient information
Page
The areas highlighted for actioning were agreed impacted on the priorities highlighted by the PPG to be
issues relating to current patient, practice issues and indeed National GP survey results and also some realms
of CQC. Actions were then agreed as detailed further on in this report. It was also agreed that a copy of the
finalised report should be sent to all PPG members, a copy published and for display in the practice waiting
areas for the information for the wider practice patient population which on request could also be printed
hard copy and given to be taken away.
7
Ongoing process monitoring of patient satisfaction, dis-satisfaction and suggestions
2012/2013
ACTION PLAN
The PPG discussions in this area revolved around tackling areas that they recognised would make a difference
to the patient population as a whole. The survey highlighted some areas around improving patient
confidentiality. This related to patients sometimes feeling they could be over heard in the waiting areas. This
was highlighted by the PPG at all meetings and also reflected in the survey it was felt – An action was
developed around this (see below). Patient information highlighted as an area the PPG group wished to
address and evidenced by the survey results - An action was developed around this (see below). The PPG felt
that ongoing maintenance and monitoring of patient satisfaction, dis-satisfaction and a forum for suggestions
were important. This was discussed and the best way to address this, an areas which was again highlighted
by the PPG survey, was a mechanism to designed and created for patients - An action was developed around
this (see below). The PPG was satisfied the action plan addressed issues raised through the survey.
Improve patient
privacy and
confidentiality at
reception area.
Task
(1)Failing re-initiation of lifestyle
channel implement radio system with
ALL required licences to reception area
to increase patient privacy.
(2)Ensure patients whilst waiting adhere
to standing behind wait here sign (next
in line for reception) Ensure reception
staff enforce next patient waiting waits
behind next in line sign.
Improve Quality of
patient information
Installed 15th March 2013 COMPLETED
Re-iterate policy ongoing – done
with staff - 14th/15th March
2013 COMPLETED
Installed 8TH March 2013
COMPLETED
(2) Patient education – initially with
posters and leaflet on practice
complaints policy and protocol in easy
understandable manner.
COMPLETED
Other patient information refreshed
and out in waiting room.
COMPLETED
Implementation of practice
compliments, complaints and
suggestions box to be held in reception
with available designed slips and pens –
anonymous process if so desired by
patient – PPG Approved.
Install by end of March 2013
COMPLETED
Page
Ongoing process
monitoring of
patient
satisfaction, dissatisfaction and
suggestions
(1) Implement posters in waiting area
informing ALL patients/visitors to report
directly to reception on entry to the
practice.
Timeline
8
Action
2012/2013
ACCESS
OPENING HOURS
SURGERY HOURS
MONDAY - TUESDAY - WEDNESDAY - FRIDAY
*8.00 am to **6.30 pm
THURSDAY
*8.00 am to 12.00 pm
*Open Surgery – 8.00am – 8.30am
**Doors closed at 6pm but telephone services available till 6.30pm
Appointments – call 0844 387 8030 from 8am to be offered the 1st available appointment. If you wish to see
specific GP/Nurse please inform the receptionist who will try their best to accommodate you. If you are unable
to attend an appointment please inform the practice at your earliest convenience so the appointment can be
reallocated to another patient.
ACCESS TO SERVICES
‘Kingstanding Circle Surgery’
26 Rough Road
Kingstanding
Birmingham
B44 0UY
Tel: 0844 387 8030
Fax: (0121) 354 8981
www.kingstandingcirclesurgery.co.uk
Appointments – call 0844 387 8030 from 8am to be offered the 1st available appointment.
If you wish to see specific GP/Nurse please inform the receptionist who will try their best to
accommodate you. If you are unable to attend an appointment please inform the practice at
your earliest convenience so the appointment can be reallocated to another patient.
Page
THE PPG ACTION PLAN WILL BE DISPLAYED IN THE PATIENT WAITING AREAS - The full and
entire PPG report will be available to read on-line on the practice website
www.kingstandingcirclesurgery.co.uk. There will be a notice in the waiting room informing
all the patients of the report and that it can be viewed on their request with hard copy
available in the surgery. Out of courtesy and appreciation for their time, hard work much
valued and appreciated help and assistance all PPG members will sent a copy of the full
report. A copy of the finalised report has been sent to GP’s and all other staff members for
their interest and information. PPG meeting minutes are also available on request
9
PUBLICATION OF THE REPORT
2012/2013
APPENDIX 1 – EXPRESSION INTEREST FORM – EXAMPLE PROMOTION/RECRUIT PROCESS
KINGSTANDING CIRCLE SURGERY
Dr B S Sahota & Dr K Cassam
26 Rough Road, Birmingham B44 0UY
Tel: 0844 387 8030
Patient Participation Group Record of Interest
By expressing your interest, you will be helping us to plan ways of involving patients that suit you. It will also mean we can keep you informed of
opportunities to give your views and up to date with developments within the Practice.
Name:
Postcode:
Telephone Number:
Email Address:
What sort of things might you be interested in taking part in?
Please tick all Blank boxes that apply to you.
Attending meetings during the day
Attending meetings during the evening
Questionnaires
Receiving newsletters and updates
Please tell us if you have any ideas about other ways you could tell us your views:
This additional information will help to make sure we try to speak to a representative sample of the patients that are registered at this Practice.
Male
Age Group
How often do you visit the surgery?
Female
Under 16
17 – 24
25 – 34
35 – 44
45 – 54
55 – 64
65 – 74
75 – 84
Over 84
Regularly
Occasionally
Very Rarely
White:
British Group
Irish
Mixed:
White & Black Caribbean
White & Black African
White & Asian
Indian
Pakistani
Bangladeshi
Caribbean
African
Chinese
Any other (please specify)
Page
Chinese or any other ethnic group
10
Are You?
2012/2013
Page
11
APPENDIX 2 – PRACTICE PPG LEAFLET – ADVERTISING/PROMOTIONAL EXAMPLE
2012/2013
APPENDIX 3 – PRACTICE SURVEY – 2012/2013
This survey has been compiled by the Patient Participation Group (PPG) its findings will be discussed
with the PPG who will then work on your behalf and recommend changes. Please note that this
survey is 100% anonymous.
(Q1a) How do you rate the opening hours of the surgery?
Poor
Satisfactory
Good
Very Good
Excellent
(Q1b) What mode of contact do you use to book appointments?
Phone
Internet
In Person
(Q1c) How do you rate access to booking appointments by your choice of contact?
Poor
Satisfactory
Good
Very Good
Excellent
(Q1d) On average how many times do you have to ring the surgery number to get through if booking
appointments by phone?
1–2
3–4
5 -6
6+
(Q1e) When booking an appointment are you given your doctor or nurse of choice?
YES
NO
(Q1f) Are you aware of our current system for Pre-booked appointments and Urgent appointments?
YES
NO
Good
Very Good
Excellent
Asking about your symptoms?
Poor
Satisfactory
Good
Very Good
Excellent
Listening?
Poor
Satisfactory
Good
Very Good
Excellent
Explaining tests and treatment?
Poor
Satisfactory
Good
Very Good
Excellent
Page
Giving you enough time?
Poor
Satisfactory
12
(Q2a) Last time you saw a GP at the surgery, how good did you find the GP at each of the following?
2012/2013
Involving you in decisions about your care?
Poor
Satisfactory
Good
Very Good
Excellent
Treating you with care and concern?
Poor
Satisfactory
Good
Very Good
Excellent
Taking your problems seriously?
Poor
Satisfactory
Good
Very Good
Excellent
(Q2b) Last time you saw a Practice Nurse/Nurse Practitioner at the surgery, how did you find the
nurse at each of the following?
Poor
Satisfactory
Good
Very Good
Excellent
Poor
Satisfactory
Good
Very Good
Excellent
Listening?
Poor
Satisfactory
Good
Very Good
Excellent
Poor
Satisfactory
Good
Very Good
Excellent
Poor
Satisfactory
Good
Very Good
Excellent
Poor
Satisfactory
Good
Very Good
Excellent
Poor
Satisfactory
Good
Very Good
Excellent
(Q3a) How do you rate the receptionists welcome when you come in or contact the surgery?
Poor
Satisfactory
Good
Very Good
Excellent
(Q3b) How do you rate patient confidentiality at the surgery?
Poor
Satisfactory
Good
Very Good
Excellent
Satisfactory
Good
Very Good
Excellent
Page
Poor
13
(Q3c) How do you rate visibly displayed information in the surgery?
2012/2013
(Q4) How do you rate disabled access at the surgery?
Poor
Satisfactory
Good
Very Good
Excellent
(Q5a) When ordering prescriptions do you use?
Phone
Drop In Service
Internet
(Q5b) How do you rate the current system you choose to order prescriptions?
Poor
Satisfactory
Good
Very Good
Excellent
(Q6) If a patient misses three (3) consecutive appointments what action do you think should be
taken to prevent this and waste of appointment time in the future?
Letter
Phone Call
No Further Action
Post in waiting room with
DNA stats
(Q7) Are you aware of the surgeries current complaints procedure?
YES
NO
Any suggestions to improve our service would be greatly received. Please comment below;
.................................................................................................................................................................................
.................................................................................................................................................................................
Page
14
.................................................................................................................................................................................
2012/2013
Equal Opportunities Data (please circle)
Age:
17 – 24
25 – 34
34 – 44
45 – 54
55 – 64
65 – 74
75 – 84
85 +
Sex:
Male
Female
Dependants under 16 years:
YES
NO
Working Status: ____________________________________________________________
White:
British
Irish
Other
White & Black African
White & Asian
Asian or Asian British:
Indian
Pakistani
Bangladeshi
Black or Black British:
Caribbean
African
Mixed:
White & Black Carribean
Any Other
Page
15
Chinese or other Ethnic Group:
Chinese
2012/2013
APPENDIX 4 – PRACTICE SURVEY RESULTS BREAKDOWN AND ANALYSIS
KINGSTANDING CIRCLE SURGERY - PATIENT SURVEY RESULTS/ANALYSIS
(Q1a) How do you rate the opening hours of the surgery?
Poor
3
Satisfactory
9
Good
46
Very Good
62
Excellent
66
186
(Q1b) What mode of contact do you use to book appointments?
Phone
Internet
In Person
128
10
48
(Q1c) How do you rate access to booking appointments by your choice of contact?
Poor
4
Satisfactory
16
Good
42
Very Good
60
Excellent
64
(Q1d) On average how many times do you have to ring the surgery number to get through if booking
appointments by phone?
1–2
126
3–4
45
5 to 6
10
6+
5
(Q1e) When booking an appointment are you given your doctor or nurse of choice?
YES
150
NO
36
(Q1f) Are you aware of our current system for Pre-booked appointments and Urgent appointments?
YES
130
NO
56
Good
38
Very Good
71
Excellent
66
Poor
Satisfactory
Good
1
9
31
Very Good
71
Excellent
75
Listening?
Page
Poor
Satisfactory
1
11
16
(Q2a) Last time you saw a GP at the surgery, how good did you find the GP at each of the following?
Poor
2
Satisfactory
9
Good
29
Very Good
66
Excellent
82
Poor
Satisfactory
Good
3
9
37
Very Good
55
Excellent
85
Poor
Satisfactory
Good
4
6
30
Very Good
69
Excellent
81
Poor
Satisfactory
Good
3
3
34
Very Good
64
Excellent
85
Poor
Satisfactory
Good
2
2
33
Very Good
70
Excellent
81
2012/2013
Good
30
Very Good
70
Excellent
78
Poor
Satisfactory
Good
0
8
30
Very Good
60
Excellent
88
Listening?
Poor
0
Good
20
Very Good
60
Excellent
99
Poor
Satisfactory
Good
0
5
32
Very Good
62
Excellent
87
Poor
Satisfactory
Good
0
5
30
Very Good
60
Excellent
91
Satisfactory
7
Page
Poor
Satisfactory
0
8
17
(Q2b) Last time you saw a Practice Nurse/Nurse Practitioner at the surgery, how did you find the
nurse at each of the following?
Poor
0
Satisfactory
3
Good
32
Very Good
68
Excellent
83
Poor
Satisfactory
Good
1
3
30
Very Good
64
Excellent
88
2012/2013
(Q3a) How do you rate the receptionists welcome when you come in or contact the surgery?
Poor
Satisfactory Good
Very Good
Excellent
2
5
29
68
82
(Q3b) How do you rate patient confidentiality at the surgery?
Poor
Satisfactory
Good
Very Good
Excellent
16
29
40
58
43
(Q3c) How do you rate visibly displayed information in the surgery?
Poor
Satisfactory
Good
Very Good
Excellent
2
7
28
69
80
(Q4) How do you rate disabled access at the surgery?
Poor
Satisfactory
Good
Very Good
0
5
36
75
Excellent
70
(Q5a) When ordering prescriptions do you use?
Phone
Drop In
Internet
Service
91
89
6
(Q5b) How do you rate the current system you choose to order prescriptions?
Poor
Satisfactory
Good
Very Good
Excellent
1
5
40
70
70
(Q6) If a patient misses three (3) consecutive appointments what action do you think
should be taken to prevent this and waste of appointment time in the future?
Letter
Phone Call
No Further
Post in waiting
Action
room with DNA
stats
33
85
(Q7) Are you aware of the surgeries current complaints procedure?
YES
NO
138
48
18
27
Page
41
Age:
17 – 24
25 – 34
29
Sex:
Male
79
25 – 44
21
45 – 54
39
2012/2013
55 – 64
65 – 74 75 – 84 85 +
29
33
17
13
5
Female
107
Dependants under 16 years:
YES
NO
75
111
Employment
Working Not Working
70
80
Other
36
White:
British
133
Other
7
Irish
13
Mixed:
White &
White &
Black
Black African
Carribean
5
3
Asian or Asian British:
Indian
Pakistani
6
White &
Asian
3
Bangladeshi
4
1
Black or Black British:
Caribbean
African
2
1
Page
19
Chinese or other Ethnic Group:
Chinese
Any Other
3
6

KINGSTANDING CIRCLE SURGERY – Dr B S Sahota / Dr K Cassam

Transcription

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