Chester Ellesmere Port & Neston RuralMaking sure you get the healthcare you

need

GP Patient Satisfaction Surveys How we use these to measure

our success as a Clinical Commissioning Group

Alison Lee, Chief Executive Officer

Dr Huw Charles-Jones, Chair

Making sure you get the healthcare you need

GP Patient Satisfaction Surveys focus on: The patient’s experience of the practice: waiting time, ease

of getting appointments, access, and continuity of care The patient’s experience of the doctor/nurse, in particular

communication skills, and inter-personal aspects of care National Surveys:

General Practice Assessment Questionnaire (GPAQ) Local Surveys:

Healthwatch Cheshire West surveys Patient Participation Group Surveys

Background/Context

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Key requirements of the Direct Enhanced Key requirements of the Direct Enhanced Service (DES)Service (DES)A ReminderA Reminder

Develop/maintain a Patient Participation Group that gains the views of patients and carers and enables the practice to obtain feedback from the practice population. This is a prerequisite of the Enhanced Service

Patient Participation Group and staff to review patient feedback received by the practice from the National sources such as the General Practice Assessment Questionnaire (GPAQ) and the Friends and Family Test data on a regular basis

Practice and PPG should develop and agree an action plan and agree how the practice will implement improvements

Practice should publicise actions taken to practice population including providing the PPG with updates on progress and assessment of subsequent achievement within the timescales agreed

The practice and the PPG will have to complete a reporting template to report actions taken during the year, involvement of the registered patients and used to its best endeavours to ensure that the PPG is representative of its registered population.

Making sure you get the healthcare you need

No requirement for PPGs to do their own Patient Surveys in 2015.

Patient Participation Groups will be required to look more closely at results from the national surveys.

So what will this mean for PPGs?

Making sure you get the healthcare you need

Published twice a year - January and July. Gives results for Clinical Commissioning

Group and also by GP Practice. Your hand-out gives the results that the CCG

uses for our Primary Care (Vanguard) Programme.These help us gain an insight into how patients feel about our GP Practices and

therefore improve local Primary Care Services

GP Access Questionnaire (GPAQ) Survey

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Example: Ease of getting through to somebody on the phone by GP Practice

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How likely are patients to recommend the practice to someone moving into

the area?By GP Practice

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Questions for discussionQuestion One – Survey Response Rates

Currently 211 Clinical Commissioning Groups in UK•Latest survey response rate range from 16% (NHS Bradford CCG) to highest 53% (NHS Norfolk)•NHS West Cheshire CCG Response Rate 38% for latest survey•This is slightly above the national average of 36%•But our neighbouring CCG in East Cheshire attained a 46% Response Rate

So how can we encourage people to fill in patient surveys when they receive one?

Making sure you get the healthcare you need

Use the Patient Participation Group section of GP Websites to publicise the survey.

Other local websites. Use Twitter and Face book pages. Community Networks – spreading the word to

members of other groups in your neighbourhood.

Leaflet drops. Use existing local publications e.g. village

newsletters.

How can your Patient Participation Group help us promote the GPAQ

patient survey?

Making sure you get the healthcare you need