blandford medical centre presentation to patient forum group “patient survey results” 21 march...

Blandford Medical Centre

Presentation toPatient Forum Group

“Patient Survey Results”21 March 2014

Update on Action Plan from 2013Identify item Action to be taken by Practice Timeframe UPDATE

21.3.2014

DNA’s (Did Not Attend)

Publish this information on a three monthly basis on the website and on practice calling screens. Agreed

Commence at the beginning of April 2013

DNAs were recorded throughout the remainder of the year and displayed However due to the magnitude of DNAs the practice purchased MJog an automated appointment reminder system. DNA have started to decrease, but slowly.

Update patient information

1.Not always easy for patients to identify what service has changed and which practice leaflet reflects the changes. The practice will try and change colour of practice leaflet if possible. 2.The reception desks very cluttered with other leaflets. Reception areas to be tidy and clutter free of leaflets other than those that reflect changes to services.

Beginning of April 2013

New leaflets will be available from May 2014; this will reflect GP changes taking place. Reception team continue to keep on top of clutter in these areas.

Keep Patient Forum Group Update on Recruitment

Practice advertising currently for a new salaried GP, closing date for advert is 14 April 2013.

To be done at next meeting

Dr Nirmal joined the practice in May 2013.Dr MacGarrow will be joining the practice from 1 April 2014

Braintree Locality should considered discussing the patient pressures being experienced with the PCT/CCG

Practice Manager’s for Witham, Braintree and Halsted will be requested to speak to their Partners about this request.

Next meeting of Practice Manager’s

All Patient Forum Members are aware of our efforts. Brooks Newmark MP has been invited to join the meeting today

RECEPTION TEAM

Reception Staff are friendly?

23%

71%

4% 2%

0%

Strongly AgreeAgreeNeither Agree nor DisagreeDisagreeStrongly Disagree

Reception Staff listened to my concerns

19%

69%

9%

3%

1%

Strongly Agree

Agree

Neither Agree nor Disagree

Disagree

Strongly Disagree

Reception staff were helpful and offered information

20%

68%

7%

4%

1%


Reception Staff were efficient

21%

70%

6%3%

1%


Reception Staff were professional

22%

31%

43%

2% 2%


NURSING TEAM

Nursing Staff were friendly

24%

70%

4% 2%

0%


Nursing Staff listened to my concerns

23%

27%

48%

1% 1%


Nursing Staff were helpful and offered information

24%

26%

48%

1% 1%


Nursing Staff were efficient

25%

25%

47%

2%

1%


Nursing Staff were professional

25%

70%

3%

1% 1%


DISPENSARY TEAM

Dispensary Staff were friendly

21%

23%

56%

0% 0%


Dispensary Staff were friendly

17%

72%

10%

0% 0%


Dispensary Staff were helpful and offered information

18%

24%55%

2%

0%


Dispensary Staff were efficient

19%

73%

5%

2% 1%


Dispensary Staff were professional

20%

23%

55%

1% 0%


SEEING THE DOCTOR

Appointment type

Urgent appointment Non- urgent appointment0

50

100

150

200

250

After arriving at the surgery, the wait to see the doctor was reasonable?

Strongly Agree Agree Neither Agree nor Disagree Disagree Strongly Disagree0

50

100

150

200

250

300

I was happy with the medical care I received?


50

100

150

200

250

Doctor listened to my concerns?


50

100

150

200

250

Adequate time was given to my problem?


50

100

150

200

250

I received clear explanations or written information about my problem?


50

100

150

200

250

ABOUT THE PRACTICE

GENERALLY

I can easily contact the practice by phone?

35%

6%

7%17%

35%


I am satisfied with the day and time of my appointment?

40%

24%

13%

9%

14%


I was able to book in advance or within 48 hours?

36%

11%

8%

19%

26%


There is availability for my preferred doctor?

40%

16%

12%

15%

18%


LIFESTYLE ADVICE

Surgery displays sufficient lifestyle information on the notice boards?


50

100

150

200

250

300

350

When last seeing a Nurse or Doctor I would have liked to be given more lifestyle advice?


50

100

150

200

250

300

TEST RESULTS

Who gave you your results?

Doctor Nurse Receptionist0

20

40

60

80

100

120

140

I am happy with the way results were given to me?


20

40

60

80

100

120

140

160

COLLECTING MEDICATION

Are you aware of the different ways of ordering your repeat medication?

Practice website Email Fax Post Box in reception Chemist of choice0

50

100

150

200

250

300

350

YesNo

How often do you visit the practice?

7%

28%

13%

51%

WeeklyMonthlyAnnually Other

Additional comments concerns?• Unable to get through to the practice between 8 -11am as constantly engaged, having to spend

too much time on trying to make an appointment.

• Appointments do not fit around “school runs or work”.

• Retired patients take later appointments.

• No extended hours.

• Making an appointment in advance.

• Don’t want to discuss my problem with receptionist.

• Should be able to make an appointment any time at the practice.

• Test results should be given by qualified staff eg Doctors. Should be able to get an appointment with appropriate clinical staff member the same day.

• Booking system convenient but often not sufficient appointments available

• Fines for patients that don’t cancel their appointments

• No privacy at the front desk

• Want to see my own doctor

• Home visit requests are difficult to obtain

Compliments received

• Staff very friendly and helpful

• All staff seem stretched

• Very difficult for everyone, but I don’t know how to make it better

• Received fantastic treatment

• Pharmacy staff are exceptionally good

• Given the enormous patient list size the practice has, I am in awe of the excellent and professional service given to all its patients

• Doctor advice very good

• First visit today, registration was very easy and efficient

• Practice is quite often busy but staff are always friendly and helpful

• Practice is best ever, keep up the good work and give yourselves a pat on the back

• Always been a great doctors surgery, can be difficult to get an appointment, keep up the good work

• Very pleased with website

• I would particularly like to commend the reception and nursing staff

• Have no complaints, staff are always friendly and helpful and never had an issue in getting an appointment.

Patient registrations at end of March 2013REGULAR PATIENTS IN MAR 2013. BASE IS NATIONAL POPULATION UK 1988 ------------------------------------------------------------------------------ |Age groups |0-4 5-16 17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89 90+ | |------------------------------------------------------------------------------| |Males 642 1283 928 1309 1255 1138 1087 835 296 66 44 | |------------------------------------------------------------------------------| |Base 603 1241 1333 1336 1257 994 919 696 359 39 16 | |------------------------------------------------------------------------------| |Percent 106% 103% 70% 98% 100% 114% 118% 120% 82% 167% 279% | |------------------------------------------------------------------------------| |Females 606 1255 878 1414 1208 1210 1159 787 389 148 110 | |------------------------------------------------------------------------------| |Base 574 1172 1278 1318 1253 991 966 890 621 111 80 | |------------------------------------------------------------------------------| |Percent 105% 107% 69% 107% 96% 122% 120% 88% 63% 133% 138% | |------------------------------------------------------------------------------| |Total males : 8883 Base : 8793 Percent : 101% | |------------------------------------------------------------------------------| |Total females : 9164 Base : 9254 Percent : 99% | |------------------------------------------------------------------------------| |Total both sexes : 18047 Base : 18047 Percent : 100% | ------------------------------------------------------------------------------

Practice list was closed within Braintree Town

Patient registrations at 19 March ‘14REGULAR PATIENTS IN MAR 2014. BASE IS NATIONAL POPULATION UK 1988 ------------------------------------------------------------------------------ |Age groups |0-4 5-16 17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89 90+ | |------------------------------------------------------------------------------| |Males 659 1279 850 1269 1201 1092 1041 881 327 72 52 | |------------------------------------------------------------------------------| |Base 600 1234 1325 1328 1249 989 914 692 357 39 16 | |------------------------------------------------------------------------------| |Percent 110% 104% 64% 96% 96% 110% 114% 127% 92% 183% 331% | |------------------------------------------------------------------------------| |Females 601 1250 870 1384 1200 1219 1145 858 406 168 118 | |------------------------------------------------------------------------------| |Base 571 1165 1271 1310 1246 985 960 885 617 111 79 | |------------------------------------------------------------------------------| |Percent 105% 107% 68% 106% 96% 124% 119% 97% 66% 152% 149% | |------------------------------------------------------------------------------| |Total males : 8723 Base : 8742 Percent : 100% | |------------------------------------------------------------------------------| |Total females : 9219 Base : 9200 Percent : 100% | |------------------------------------------------------------------------------| |Total both sexes : 17942 Base : 17942 Percent : 100% | ------------------------------------------------------------------------------

All practice lists are now open. Difference of 105 registrations against March ‘13

DNA comparisonsDNAs from 1 Jan 2013 – 31 Dec 2013) . BASE IS PRACTICE POPULATION ------------------------------------------------------------------------------ |Age groups |0-4 5-16 17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89 90+ | |------------------------------------------------------------------------------| |Males 84 50 51 55 56 74 56 46 24 9 3 | |------------------------------------------------------------------------------| |Base 659 1279 852 1270 1201 1092 1041 881 327 72 52 | |------------------------------------------------------------------------------| |Percent 13% 4% 6% 4% 5% 7% 5% 5% 7% 13% 6% | |------------------------------------------------------------------------------| |Females 70 73 151 176 120 100 64 46 25 10 5 | |------------------------------------------------------------------------------| |Base 601 1250 871 1384 1200 1219 1145 858 406 168 118 | |------------------------------------------------------------------------------| |Percent 12% 6% 17% 13% 10% 8% 6% 5% 6% 6% 4% | |------------------------------------------------------------------------------| |Total males : 508 Base : 8726 Percent : 6% | |------------------------------------------------------------------------------| |Total females : 840 Base : 9220 Percent : 9% | |------------------------------------------------------------------------------| |Total both sexes : 1348 Base : 17946 Percent : 8% | ------------------------------------------------------------------------------

Full year for 2012 = 1464, reduction in DNAs of 116 = 0.92%

DNA comparisonsDNAs from 1 Jan 2014 to 19 March 2014 . BASE IS PRACTICE POPULATION ------------------------------------------------------------------------------ |Age groups |0-4 5-16 17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89 90+ | |------------------------------------------------------------------------------| |Males 22 9 13 9 13 11 12 15 2 1 0 | |------------------------------------------------------------------------------| |Base 659 1279 852 1270 1201 1092 1041 881 327 72 52 | |------------------------------------------------------------------------------| |Percent 3% 1% 2% 1% 1% 1% 1% 2% 1% 1% 0% | |------------------------------------------------------------------------------| |Females 15 15 42 27 26 20 14 8 9 3 2 | |------------------------------------------------------------------------------| |Base 601 1250 871 1384 1200 1219 1145 858 406 168 118 | |------------------------------------------------------------------------------| |Percent 2% 1% 5% 2% 2% 2% 1% 1% 2% 2% 2% | |------------------------------------------------------------------------------| |Total males : 107 Base : 8726 Percent : 1% | |------------------------------------------------------------------------------| |Total females : 181 Base : 9220 Percent : 2% | |------------------------------------------------------------------------------| |Total both sexes : 288 Base : 17946 Percent : 2% | ------------------------------------------------------------------------------

Same period last year = 359, reduction in DNAs of 71 = 0.80%

ANY QUESTIONS?

THANK YOU FOR ATTENDING

blandford medical centre presentation to patient forum group “patient survey results” 21 march...

Documents

information slide

doctor slide

efficient slide

professional slide

friendly slide

reception team slide

nursing team slide

dispensary team slide