patient survey report & action plan march 2016 · 2016. 7. 11. · review annual report &...

ST PETER’S SURGERY

PATIENT REFERENCE GROUP

PATIENT SURVEY REPORT & ACTION PLAN

March 2016

Patient Reference Group Report 2015-16 Version 1.0 of 27

ST PETER’S SURGERY - PATIENT REFERENCE GROUP

PATIENT SURVEY REPORT & ACTION PLAN

March 2016 INTRODUCTION AND BACKGROUND The practice‘s commitment to “Listening to Patients” has continued during the current year with the work of the Practice’s Patient Reference Group (PRG) and ongoing patient surveys to meet the requirements of the GMS contract. The following report outlines the strategy to maintain and develop a PRG that reflects the age, sex and ethnic profile of the practice and outlines the audits, inspections and patient surveys considered to inform and develop the action plan. It details:

The Practices opening hours, including extended hours; The profile of the current patient reference group and the steps being taken to provide a group that is representative of that profile; The work programme of the PRG; The over view of internal and third party (including the CQC report) audits; A summary of the analysis and the key issues identified from the PRG, Family and Friends Test (FFT) & the National Patient Experience Survey and The action plan for 2016/17 agreed with the PRG.

Appended to the report are the following: • Practice profiles & current PRG profile • PRG Agendas & Minutes • Review of the 2015/16 action plan and status • 2015/16 Survey results PRACTICE SERVICES AND OPENING TIMES The Practice offers all of the essential and additional services, with the exception of “Out of Hours” which are now supplied by providers commissioned by Walsall CCG via NHS 111. The services are accessible at the Practice throughout the core contract hours, face to face or via the telephones, see below.

Surgery Opening Hours

Inc. Telephone access Morning Afternoon Total Monday 8:00 AM 6:30 PM 10:30Tuesday 8:00 AM 6:30 PM 10:30Wednesday 8:00 AM 6:30 PM 10:30Thursday 8:00 AM 6:30 PM 10:30Friday 8:00 AM 6:30 PM 10:30Saturday 0:00Hours per week a receptionist is available via telephone or face to face 52:30Total number of hours practice is open 52:30


In addition to the core hours the Practice also provided, via the Directed Enhanced Service specification, extended opening hours for patient who may have difficulty attend the surgery during the core contract hours. The extended hours now provided by the Practice are shown below. The recent GP patient survey has also shown that the majority 82 % of patients (6% above the national average) are happy with the practices core working and current extended hours (15% expressing dissatisfaction), (See – GP patient survey).

Surgery Extended Opening Hours

NB - Concurrent GP hours count towards total extended hours Morning Afternoon Total Monday Doctors x 4 + Nurse 7:30 AM 8:00 AM 2:00Tuesday Doctors x 4 7:30 AM 8:00 AM 2:00Wednesday 0:00Thursday Doctors x 3 6:30 PM 7:00 PM 1:30Friday 0:00Saturday 0:00Hours per week a receptionist is available via telephone or face to face 52:30Total number of hours practice is open, inc extended hours 58:00

Note the core and extended opening hours of the practice have not changed from last year. Previous CCG local initiatives to provide additional hours with weekend opening a GP practices to relieve winter pressures on the Acute / A&E services have not been repeated during the last year. MAINTAINING & DEVELOPING THE PATIENT REFERENCE GROUP & PROFILE The practice has continued to deliver the requirements for Patient Participation as required by the GMS Contract and has maintained a core group of patients within the current patient reference group. Whilst we have some very supportive and valued members, sadly, the profile of the group does not reflect the practice age, sex and ethnicity profile, (see appendix 1).

Our efforts to make the group more representative of the practice profile have continued during the last twelve months with posters, patient leaflets and letters, messages on the “Jayex” board (patient communication message board), information on the website and one of the PRG members has tried using Facebook and twitter to recruit more representatives.

We have continued to seek opportunities to target our ethnic populations with doctors and reception staff extending personal invitations to patients who have shown an interest in the work of the Practice. During the year we have managed to recruited a further three patients, although this has not addressed the representation of ethnic minorities.

It is against this background that we have decided to continue the development of the group a priority for the 2016/17 year, and we intend to continue to target the younger patient age group and our black and minority ethnic groups, see the 2016/17 action plan

Details of the Practice profile and PRG membership profile are given in appendix 1


PATIENT REFERENCE GROUP WORK PROGRAMME The first meeting (2.6.2015) of the Practice’s Patient Reference Group the work programme for the 2015/16 year was as follows:

Minutes of the last meeting - Approval - Matters arising - Actions

Review Annual Report & Action Plan 2014/15 - Publication and Accessibility Review Terms of Reference and Confidentiality Statement

- PRG Role - New GMS Requirements - TOR – (Meeting Frequency) and Confidentiality

Review Action Plan 2015/16 - Progress Review Friends and Family Test (FFT)

- FFT Survey Feedback and Summary Report Proposed Changes to the Doctor Triage and Appointment System

- Draft Patient Information Leaflet Changes to the GMS Contract 2015/16 - Named GP

The second meeting (15.9.2015) programme was as follows:

Minutes of the last meeting

- Approval - Matters arising - Actions

Review Terms of Reference and Confidentiality Statement - Formal Approval

Review Action Plan 2015/16 - Progress Review Friends and Family Test (FFT ) & GP Patient Survey Feedback

- FFT Survey Feedback & Summary Report - GP Patient Survey

CQC Inspection Update & Feedback - Update on Inspection Process - CQC Report Feedback (subject to availablility)

Changes to the GMS Contract 2015/16 - Named GP

PRG Recruitment and Development - Recruitment – Ideas - PRG Development

- Walsall PPLG Representation The third meeting (12.1.2016) programme was as follows:




Action Plan for 2015/2016

- Progress Review Friends and Family Test (FFT ) & Internal Audits

- FFT Survey feedback & summary report - GP Patient Survey

CQC Inspection Report - CQC Report Overview - Summary of Conclusions & Recommended Development - Q&A

Changes to the GMS Contract 2015/16 - On-line Access to Medical Records PRG Recruitment and Development

- Recruitment – Ideas? - PRG Development - Walsall PPLG Representation – Feedback PE The forth meeting (8.3.2016) programme was as follows:



Action Plan for 2015/2016 - Progress Review Key Development Priorities

- FFT Survey feedback & summary report - GP Patient Survey - CQC Report

Action Plan 2016/17 - Agree action plan for 2016/17

PRG Recruitment and Development - PRG Development

- Walsall PPLG Representation – Feedback PE Healthwatch – GP Patient Experience Survey Changes to the GMS Contract 2016/17

- Overview of changes The full agendas and minutes of the meetings are given in Appendix 2. The final review / status of the 2015/16 action plan is shown in Appendix 3. The discussions round the action plan are detailed in the minutes of the meeting of the 13.1.2016 and 8.3.2016. The FFT survey results & analysis and GP Patient Survey result summary are detailed in Appendix 4.


DEVELOPING THE ACTION PLAN 2016/17 - INTERNAL AUDIT REVIEW, FRIENDS & FAMILY TEST (FFT) & GP PATIENT SURVEY SUMMARY OF PRIORITIES

As part of the process for developing the 2016/17 patient reference group action plan, the group has considered a number of internal reviews and audits, as follows

Infection Control (Inc. Minor Surgery) CCG inspection showed 97% compliance – no significant issues identified

Complaints 21 anonymised complaints reviewed – no significant trend identified, however telephone and appointment access and waiting times were mentioned.

Significant events 20 significant event head lines reviewed, again no significant trend identified

Patient Appointments & DNA Figures highlighted and explained

Service surveys Minor surgery – no infections

Telephone response times Figures have been monitored and reported

The internal reviews and audits were presented and considered by the PRG members. Detailed questioning helped to provide focus on the issues considered important by both the Practice and the group members.

At the request of the PRG the implementation of services and contract changes have also been considered to ensure an appropriate balance between essential workload issues and service development / change, i.e. PRG members participated in the review of the Practice triage and appointment system and agreed with the recommendations to ensure patient safety.

Feedback from the GP Patient survey was considered and felt to be highly relevant, (see summary details in Appendix 4 - PRG Annual Report 2015/16).

The Friends and Family Test, implemented in accordance with NHS England guidance and has been in operation since the 1st of December 2014. Results are published on our website (see FFT page) and comments for the 2015/16 year have been shared with the PRG members in an anonymised form.

Based on consideration of the above information the following priorities were agreed with the patient reference group on the 8.3.2016, (see minutes of meeting – Appendix 2 - PRG annual report 2015/16)

KEY ISSUES

Appointment Access & Waiting times - High Priority Telephone Answering - High Priority PRG Development & Patient Expectation - High Priority

The above priorities were used to develop an action plan for the next 12 months (2016/17) and will form the basis of the work of the PRG


ACTION PLAN 2016/17

ST PETER’S SURGERY – Patient Reference Group Action Plan 2016/17

Reception & Telephone Access Action agreed Who When 1 Review telephone performance & set

telephone response targets:

TARGET – Answer 90% of calls in 90 seconds

Practice Manager, Reception staff & PRG

June 2016 to Mar 2017

2 Encourage patients to use the self-check screen and drop prescription requests off in the box provided to reduce reception workload

TARGET – 80% of patients using the self-check in & prescription box

Practice Manager & Reception staff

Apr 2016

3 Aggressively promote use of the internet for repeat prescribing appointments and medical record access to reduce call volume

TARGET – 20% of patients using online appointments


Apr 2016

Appointment Access & Waiting times 4 Review and improve patient

information on Access rights, GP availability, appointment system, triage (its purpose and operation) and the effect of DNAs

Practice Manager July 2016

5 Investigate the use of text messages to improve patient communications and DNAs

Practice Manager Dec 2016

Development of the Patient Reference Group 6 Review membership and contract

requirements and run a recruitment campaign

Practice Manager and PRG

July 2016 to Dec 2016

7 Design and conduct a patient expectation survey


Sep 2016 to Dec 2016


APPENDIX 1

Patient Reference Group - Representative ethnic mix

Description Read Code No. Patients (31.3.2016)

% of known list PRG of 20 Representation

CURRENT PROFILE

British 9i0.. 4826 56% 11

Irish 9i1.. 46 1% 0

Any other white 9i2.. 723 8% 2

65% 14 27

Mixed

White & Black Caribbean 9i3.. 259 3% 1

White & Black African 9i4.. 105 1% 0

White & Asian 9i5.. 98 1% 0

Any other Mixed 9i6.. 76 1% 0

6% 1

Asian or Asian British

Indian 9i7.. 197 2% 0

Pakistani 9i8.. 1248 14% 3

Bangladeshi 9i9.. 108 1% 0

Any other Asian 9iA.. 87 1% 0

19% 4 3

Black or Black British

Caribbean 9iB.. 278 3% 1

African 9iC.. 326 4% 1

Any other Black 9iD 74 0% 0

Chinese or other ethnicity 7% 1

Chinese 9iE.. 50 1% 0

Any other ethnicity 9iF.. 60 1% 0

Not stated 2% 0 Leave blank 9iG.. 53 1% 0 0

TOTALS 8614 20 20 30

Patient Participation Group - Age/Sex mix

Age Band Male / Female No. Patients % Of list PPG of 20 Representation

0 - 18 F 1343 PRG to be selected from voting population

M 1303

19 - 30 F 825 12.46% 2 6

M 804 12.14% 2 5

31 - 45 F 921 13.91% 3 6

M 969 14.63% 3 6

46 - 60 F 816 12.32% 2 7

M 821 12.40% 2 5

60 - 100 F 775 11.70% 2 11

M 692 10.45% 2 4

TOTALS 9269 100.00% 20 20 30


APPENDIX 2

St. Peter’s Surgery - Patient Reference Group Meeting

2nd June 2015, 7:00 to 8:00pm

AGENDA

ITEM

1

Welcome and Introductions - Registration

All

2

Apologies

Chair

3

Expert Patient Programme – Ms Jo Hannigan

Speaker

4

Minutes of the last meeting Approval Matters arising Actions

All

5

Action Plan 2014/15 – Final Report - Publication and accessibility

All

6

Review Terms of Reference & Confidentiality Statement PRG Role New GMS Requirements TOR – (Meeting Frequency) & Confidentiality

All

7

Action Plan for 2015/2016 - Progress Review

All

8

Friends and Family Test (FFT) FFT Survey feedback & summary report

All

9

Proposed Changes to the Doctor Triage & Appointment System Draft Patient Information Leaflet

All

10

Changes to the GMS Contract 2015/16 Named GP

All

11

Any Other Business

All

12

Agenda for next meeting Review Action Plan FFT Survey Response & GP Patient Experience Survey Review internal Audits GMS Contract Changes 2015/2016 (Details)

Chair

13

Date and time of next meeting - Tuesday 15th Sept 2015, - 7:00 to 8:00pm – St. Peter’s Surgery

Chair


ST. PETER’S SURGERY - PATIENT REFERENCE GROUP (PRG)

MINUTES OF THE MEETING HELD ON TUESDAY 2ND JUNE 2015 1. ATTENDANCE

PRESENT APOLOGIES Mr J Emery (Chair) Mrs A Pritchard (Minutes)

Ms Jo Hannigan (Guest Speaker)

Miss L Akins Mr W Ellens Mr J Dwyer

Mrs P Etchells Mr R Etchells

Mrs M Bradburn

2. WELCOME & REGISTRATION All members were welcomed to the meeting and the attendance sheet was signed on arrival. Mr JAE thanked everyone for their time and conveyed the apologies received from Ms J H – our Guest Speaker from the Expert Patient Programme.

3. MINUTES OF THE LAST MEETING The minutes of the 3.3.15 were approved. All previous minutes are available for viewing on the Practice Website: www.stpeterssurgery.com

3.1 MATTERS ARISING PE requested an update on the impending CQC visit – Mr JAE stated that

the practice had not been notified of an inspection date as yet, however he was aware that CQC Inspectors were in Walsall until the end of June.

Premises Development Funding Bid – Mr JAE informed the group that the Practice had been successful in their bid for funding to enable upgrades to 4 consulting rooms, flooring, access issues and improved signage

3.2 ACTIONS There were no outstanding actions

4. ACTION PLAN 2014/15

The final report was published on the Practice’s website before the 31.3.2015. The members were informed that should they wish to receive a printed copy, they were to put this request in writing and Mr JAE would facilitate this at no charge.

5. TERMS OF REFERENCE & CONFIDENTIALITY STATEMENT

The current Terms of Reference (T.O.R) and a revised draft version were circulated and compared. Mr JAE explained how the PRG was originally a Direct Enhanced Service (DES) but is now part of the Contract. Although the PRG was not supported with direct finance, funding has been put into the main Practice payment or global sum, the practice remains committed to supporting a PRG service. JAE highlighted the main contractual requirements from a practice perspective. The group took time to read through the contractual requirements and terms of reference.


Mr JAE confirmed he had amended the aims and activities of the Group these had been re-written to reflect the requirements of the GMS contract. It was suggested that the meeting frequency of the PRG be reduced from 4 down to 3, with a forth session used as an annual health care meeting with speakers. WE suggested that this forth PRG session can be used for promotional events i.e. Expert Patient Programme. WE and JAE agreed to meet to discuss a possible programme. Mr JAE asked the group to have a think about this and asked for comments at the next meeting. Attending members agreed to the terms of reference subject to comment at the next meeting. Mr JAE reminded the group of the ground rules, confidentiality issues and what a PRG is and what it is not.

6. ACTION PLAN FOR 2015/16 - Progress Review Reception & Telephone Access - As previously mentioned, performance reviews

are being conducted on a regular basis. Mr JAE informed the group that the practice’s telephone target is 90% of calls within 90, current audits are showing that the Practice is answering 70% of all calls within 90 seconds. This is not acceptable and further work is needed, a receptionist recruitment programme will start next week. JAE reported that 32% of patients are using the self-check screen last week and approx. 2% of appointments were booked on line. Appointment Access and Waiting Times – See proposed changes below

7. FRIENDS AND FAMILY TEST (FFT) - Results

The Group were shown the results of the FFT survey from December 2014 to May 2015. It was noted that the Practice were only receiving 20-30 response per month. It was agreed that at the next PRG meeting we would look at the comments received and review the feedback and possible trends.

8. PROPOSED CHANGES TO THE DOCTOR TRIAGE & APPOINTMENT SYSTEM

Mr JAE explained that the Practice was experiencing an increasing demand (along with many other surgeries) for appointments or access to medical services. The number of calls made to the triage GP was becoming unmanageable and if not addressed could become a potential patient safety issue. As a result the doctors have considered different ways to respond to the chanllenge. A draft patient information leaflet was handed to the members for discussion, showing the proposed changes to the current GP triage system and the additional appointments that would be created once the triage was stopped. It was broadly agreed that there is a limit to the number of patients that can be seen safely within any one working day. Following discussion it was accepted that the current triage system did need to change however feedback if any, was to be received over the next few days. On questioning, the group also felt it was reasonable for Reception Staff to ask the patient what their issue was, in order to be directed to the most appropriate service, but felt that patients did not have to give an answer to reception staff if they chose not to. Mr JAE asked if the group would take the leaflet away to read, any comments would need to be back with the surgery by the 5.6.2015 as the current plan is to distribute the leaflet to all patients before introducing the new scheme in early July.

9. GMS Contract Changes 2015/2016

Mr JAE discussed the requirement for a “Named GP” for all patients as part of the changes to the current contract. All patients need to be allocated a ‘Named’ GP by 30.6.2015 and patients must be informed of who this is at their next contact.


An online statement is required by 31.3.2016 stating that all patients have been allocated a Named GP.

10. DATE OF NEXT MEETING Tuesday 15th September 2015, from 7.00pm until 8.00pm



15th September 2015, 7:00 to 8:00pm

AGENDA

ITEM

1


All

2

Apologies

Chair

3



All

4

Review Terms of Reference & Confidentiality Statement

- Formal Approval

All

5


All

6

Friends and Family Test (FFT ) & GP Patient Survey Feedback


All

7

CQC Inspection Update & Feedback

- Update on Inspection Process - CQC Report Feedback (subject to availablility)

All

8

Changes to the GMS Contract 2015/16

- Named GP

All

9

PRG Recruitment and Development - Recruitment – Ideas - PRG Development (feedback meeting with W Ellens) - Walsall PPLG Representation

All

10

Any Other Business

All

11

Agenda for next meeting

- Review Action Plan - Review internal Audits - CQC Inspection Report - GMS Contract Changes 2015/2016 (Details)

Chair

12

Date and time of next meeting - Tuesday 12th January 2016, - 7:00 to 8:00pm – St. Peter’s Surgery

Chair



MINUTES OF THE MEETING HELD ON TUESDAY 15th SEPTEMBER 2015 1. ATTENDANCE

PRESENT APOLOGIES Mr J Emery (Chair) Mrs A Mainwaring (Minutes)

Mrs M Bradburn

Miss L Akins Mr W Ellens Mr J Dwyer

Mrs P Etchells Mr R Etchells Mr C Bruno

2. WELCOME & REGISTRATION

All members were welcomed to the meeting and the attendance sheet was signed on arrival. Mr JAE thanked everyone for their time. JAE also apologised for the fact that the PC projector bulb had failed and that the presentations would all be paper based.

3. MINUTES OF THE LAST MEETING The minutes of the 2.6.15 were approved. All previous minutes are available for viewing on the Practice Website: www.stpeterssurgery.com

3.1 MATTERS ARISING There were no matters arising


4. REVIEW TERMS OF REFERENCE & CONFIDENTIALITY STATEMENT The terms of reference circulated at the previous meeting and adopted as an

interim measure, were formally approved.

5. ACTION PLAN FOR 2015/16 - Progress Review Reception & Telephone Access - As previously mentioned, performance reviews

are being conducted on a regular basis. JAE informed the group that the practice’s telephone target is 90% of calls within 90, current audits between March 2015 and September 2015 are showing that the Practice is answering 70% of all calls within 90 seconds. It was acknowledged that further work is needed, a receptionist recruitment programme has started with the appointment of 3 new receptionists working 30 hours extra overall. There will be 5 receptionists available up until 11.30am then 4 till 3.30pm and 3 till 6.30pm. JAE reported that 48% of patients used the self-check screen during the last week. Unfortunately, as a result of software upgrades to the Practice system the self-check in screen had been out of order for 6 weeks. However, we anticipate that the usage of the self-check in screen will increase now it is fully operational. 2% of appointments were booked on line.

Appointment Access and Waiting Times – We anticipate that patient access to a GP will increase as we now have 4 GP registrars at the surgery.


PE queried that she had heard from another panel group that St Peter’s Surgery were only operating on a 1 query basis for appointments. Mr JAE advised that this is only for same day urgent appointments and not routine appointments.

CB asked why there were not enough appointments for those patients who work, giving an example of evening appointments as a priority for working patients. Mr JAE advised that routine appointments were available from 7:30am on Monday and Tuesday mornings and until 7:00pm on Thursday for late evening appointments for patients who have difficulty getting to the surgery in working hours. Obviously if the problem is urgent then and the patient wants a same day appointment they may have to take time of work.

6. FRIENDS AND FAMILY TEST (FFT) - Results The Group were provided with a monthly breakdown of the FFT results, on average 20 per month. A list of anonymised comments was provided for discussion. Mr JAE highlighted the recurring issues; it was acknowledged that the main issues identified were already being addressed via the PRG action plan.

7. CQC INSPECTION UPDATE & FEEDBACK

7.1 Mr JAE confirmed that the surgery had been informed of the CQC visit on Friday 19 June in accordance to the CQC guidelines. PRG members were informed and invited to attend a meeting with the inspectors or complete questionnaires. The inspection took place on Monday 6th July 2015. Mr JAE thanked those members of the PRG who spoke to the CQC inspectors on the day.

7.2 Mr JAE stated that he felt the inspection had been very thorough and had concentrated on the right issues and that further information had been requested and supplied. JAE confirmed that the CQC report had not been issued. Mr JAE had contacted the CQC to see when we could expect the report; they had advised it would be approximately mid-October 2015. The overall impression from the CQC inspectors seemed to be positive.


Mr JAE discussed the requirement for a “Named GP” for all patients as part of the changes to the current contract. All patients had been allocated a “Named GP” by the 30.6.2015 and would be informed; on joining, at the next appropriate contact or on request, of their “Named GP”.

9. PRG RECRUITMENT AND DEVELOPMENT

9.1 Mr JAE asked if there were any suggestions from the group as to how we could increase our numbers for the PRG. The group will think and get back to Mr JAE at the next meeting.

9.2 As a result of Mr JAE and Mr WE’s meeting it was suggested that the surgery hold an information evening at the surgery for the main chronic diseases, i.e. diabetes, heart disease etc. We would have representatives from the specialist areas, diet and exercise advice all in aid of trying to combat the main chronic diseases.

9.3 Mrs PE agreed to be the St Peter’s Surgery PRG representative for the Walsall PPLG - Thanks given in advance.


10. ANY OTHER BUSINESS There were other items of business.

11. DATE OF NEXT MEETING Tuesday 12th January 2016, from 7:00pm until 8:00pm



12th January 2016, 7:00 to 8:00pm

AGENDA

ITEM

1


All

2

Apologies

Chair

3



All

4


All

5

Friends and Family Test (FFT ) & Internal Audits


All

6

CQC Inspection Report

- CQC Report Overview - Summary of Conclusions & Recommended Development - Q&A

All

7

Changes to the GMS Contract 2015/16

- On-line Access to Medical Records

All

8

PRG Recruitment and Development - Recruitment – Ideas? - PRG Development - Walsall PPLG Representation – Feedback PE

All

9

Any Other Business

All

10


- Review Action Plan - FFT & Audit – Key Development Priorities - Agree Action Plan for 2016/17 - PRG Development

Chair

11

Date and time of next meeting - Tuesday 7th March 2016, - 7:00 to 8:00pm – St. Peter’s Surgery

Chair



MINUTES OF THE MEETING HELD ON TUESDAY 12TH JANUARY 2016 1. ATTENDANCE


Mr J Dwyer Mr C Bruno


Both members were welcomed to the meeting and the attendance sheet was signed on arrival. Mr JAE thanked them for their time.

3. MINUTES OF THE LAST MEETING The minutes of 15.9.15 were approved. JAE reminded the members that all previous minutes are available for viewing on the Practice Website: www.stpeterssurgery.com



4. ACTION PLAN FOR 2015/16 - Progress Review Reception & Telephone Access – Telephone performance targets were

discussed. In November 2015 the practice was achieving the answering of 90% of incoming calls within 90 seconds. In January 2016 this had slipped to 80%. However, during this period there had been a 25% increase in the number of calls being received, which is not unusual in the post-Christmas period. The check-in screen is now working (previously out of order for 6 weeks) and 63% of patients used the facility in the first full week of January 2016. The number of appointments booked on line has remained level at just 2%.

We are currently in the process of updating the practice leaflet. We were concentrating initially on the practice website until we were happy with the content. JAE stated he would welcome comments on the information available via the website.

Appointment Access and Waiting Times –

With regard to appointment access the number of complaints received has increased however, this is against a background of increasing demand for appointments and is not inconsistent with other comparable GP practices.

The text messaging service has been deferred as unfortunately it is currently unavailable and subject to (GP Systems of Choice) GPSoC approval.

Development of the PRG In addition to current ways of promoting PRG, the practice has advertised it on over

3000 letters recently sent to patients regarding their flu jabs.


5. FRIENDS AND FAMILY TEST (FFT) The Group were provided with a breakdown of the FFT results December 2014 – December 2015. In addition, an anonymised list of all the negative comments was provided for discussion and Mr JAE ask for comment to identify the key issues. The key issues were highlighted as ongoing issues - appointment access and telephone answering. CB asked if it was possible to introduce ‘skype calling’. JAE stated that some practices were currently piloting this method of consultation. However, it is not currently widely available to all practices and would require the funding of appropriate hardware and software to ensure a secure and confidential system.

6. INTERNAL AUDITS Audits carried out within the practice were discussed. Infection Control – 97% (new criteria added since last time) Complaints – 21 received (3 less than previous year) of which 15 were classed

valid – no significant trend other than appointment access Significant Events conducted 20. – No significant trend identified

Appointment DNA’s (did not attend) 1694 patients wasted 2613 appointments. This figure also included 229 patients who did not attend for 3 or more appointments (884). Service audits – document workflow is monitored regularly to ensure a 5 day turnaround

7. CQC INSPECTION REPORT

JAE provided a quick overview and copies of the report were handed out and the ratings were explained. It was acknowledged by CQC that the practice already had an action plan in place with regards to telephone access. We are also to review our policy with regards to registering of patients with no fixed abode


JAE explained the new requirement for ‘Detailed Coded Medical Records’ to be made available to patients online. The practice now has to decide, how to inform patients and when it will be available. JAE will be looking to the PRG for volunteers to see how to proceed with this as there would be a lot of issues around confidentiality/security of patient information.

9. PRG RECRUITMENT AND DEVELOPMENT Current recruitment has involved PRG promotion on ‘flu jab invite letters’ (3000), posters, leaflets etc. CB queried as to how large we wanted our group to be. JAE responded by saying a large group consisted of approximately 18 members. CB asked if it was possible to change how we invite members, i.e. more social sites like Facebook, Twitter etc., by adopting a more personal approach. It was agreed that this could be an avenue worth exploring – CB offered to promote St. Peter’s PRG by this method. All dates of future meetings are publicised.

10. ANY OTHER BUSINESS There were no other items of business. 11. AGENDA FOR NEXT MEETING - Review Action Plan - FFT & Audit – Key Development Priorities - Agree Action Plan for 2016/17


- PRG Development 12. DATE OF NEXT MEETING Tuesday 8th March 2016, from 7:00pm until 8:00pm



8th March 2016, 7:00 to 8:00pm

AGENDA

ITEM

1


All

2

Apologies

Chair

3



All

4


All

5

Key Development Priorities

- FFT Survey feedback & summary report - GP Patient Survey - CQC Report

All

6

Action Plan 2016/17

- Agree action plan for 2016/17

All

7

PRG Recruitment and Development - PRG Development

- Walsall PPLG Representation – Feedback PE

All

8

Healthwatch – GP Patient Experience Survey

All

9

Changes to the GMS Contract 2016/17 - Overview of changes

All

10

Any Other Business

All

11


- Review Terms of Reference - Review Annual Report 2015/16 - Review Action Plan 2016/17 - Practice Survey - Changes to the GMS Contract 2016/17

Chair

12

Date and time of next meeting - Tuesday 12th July 2016, - 7:00 to 8:00pm – St. Peter’s Surgery

Chair



MINUTES OF THE MEETING HELD ON TUESDAY 8th MARCH 2016 1. ATTENDANCE


None received

Mr J Dwyer Mr C Bruno Miss L Akins Mr W Ellens Mrs P Etchells Mr R Etchells Mr T Collins


Members were welcomed to the meeting and the attendance sheet was signed on arrival. JAE welcomed and introduced our new member (TC) to the Group.

3. MINUTES OF THE LAST MEETING The minutes of 12.1.16 were approved. JAE reminded the members that all previous minutes are available for viewing on the Practice Website: www.stpeterssurgery.com



4. ACTION PLAN FOR 2015/16 - Progress Review Reception & Telephone Access – Significant improvement in telephone

answering and response times but can still do better. We have a new Receptionist starting on 14th March. Telephone targets will be carried forward. We have significantly increased the use of the self check-in screen and the number of patients using our online services is increasing, currently 25% of our patients are registered for online services. However, we will continue to promote our online services, self check-in facility and use of the prescription drop off box.

Appointment Access and Waiting Times –. Providing information and explanations of the appointment system is on-going. CB stated that appointments for ‘tomorrow’ are not available. JAE confirmed that routine appointments do get booked up in advance and that appointments do get booked up in advance. Some appointments need to be held back for response to urgent needs. We have tried very hard to design a system that is safe for patients but sadly we cannot provide an unlimited number of appointments and increasing demand is unfortunately having an impact on the waiting time for routine and same day appointments. JAE explained how the appointment system worked: four types of appointment routine, same day, urgent and telephone. Routine appointments available to book up to 4 weeks in advance, on-line or via

reception (6 months for diabetic/CHD clinics).


Same day appointments are released on the day and can be booked by contacting reception as early as possible.

Urgent appointments available on the day will be allocated for a single problem/condition only; a further appointment must be made for any other unrelated problem. (these are allocated 5 mins to facilitate seeing more patients on an urgent basis)

Telephone appointments available for patients on a routine, same day and urgent basis and can be booked via reception.

Same day and urgent appointment may not be with the doctor / nurse of your choice.

In addition to our core hours we do provide extended hours from 7:30 am on Monday’s and Tuesdays and until 7:00pm on Thursdays. It was agreed that the extended hours should be distributed during the week to provide greater choice for those patients at work.

The text messaging service has been deferred to next year’s action plan as unfortunately it is currently unavailable and subject to (GP Systems of Choice) GPSoC approval.

It was agreed that some items will be carried forward to next year. 5. KEY DEVELOPMENT PRIORITIES

In order to help identify a new action plan JAE again highlighted the results of audits carried out within the practice, especially for the benefit of those members who missed the last meeting.

Internal audit data -, Infection Control – 97% (new criteria added since last time) Complaints – 21 received (3 less than previous year) of which 15 were classed

valid – no significant trend other than appointment access Significant Events conducted 20. – No significant trend identified

Appointment DNA’s (did not attend) 1694 patients wasted 2613 appointments. This figure also included 229 patients who did not attend for 3 or more appointments (884). TC asked what the current DNA rates were. JAE advised that approximately 12% of 60,000 appointments are not attended. The practice does have a procedure in place to address this – patient is notified by letter and monitored and, if necessary, consequently removed from Practice List. JAE pointed out that there were exceptions to this rule and each removal was assessed.

Friends & Family Test – The FFT is on-going. FFT results December 2014 – December 2015. WE asked about the cost was of running FFT. JAE did not have any figures on the national cost but stated that it equated to a couple of hours admin per month (recording, disseminating, reporting and updating of website).

GP Patient Survey - The National (Mori) GP Patient Experience Survey 2015 (published 7.1.2016) suggested the Practice could improve; telephone / appointment access & waiting times.

CQC Inspection Report - JAE provided an overview as to how the practice scored at our inspection and the ratings were explained (as discussed at last meeting). Full details can be accessed via both the Practice and CQC websites

6. ACTION PLAN 2016-17 (to address key issues) Appointment access, and waiting times - (GPPS, FFT & Complaints) Telephone answering - (GPPS, FFT & CQC) PRG Development - (Contractual Requirement)


Patient Expectations - (To understand patient demands) The draft action plan, based on the discussions with the PRG, presented to the meeting was approved.

7. PRG RECRUITMENT AND DEVELOPMENT

CB commented that there wasn’t much feedback from Facebook etc. Further discuss on recruitment was deferred to the next meeting.

8. HEALTHWATCH – GP Patient Experience Survey

JAE stated that the questionnaires had arrived in last week and consisted of questions duplicating numerous other surveys. JAE outlined contractual requirements to provide the on-going Friends and Family Test and gave details on the duplication of questions and timescale issues. Therefore, it was agreed that the practice wouldn’t be using the Healthwatch questionnaires. TC informed the group that he worked for Healthwatch in the Sandwell area but had not seen the Walsall questionnaires.

JAE proposed that at the next meeting, in discussion with the PRG, an alternative questionnaire be prepared, perhaps using some of the questions? JAE would like to conduct a ‘Patient Expectation Questionnaire’ to address patient demands. Patients would be surveyed on their expectations of services and standards. Would these be realistic standards? JAE asked the group to think about questions they may want asked.

9. GMS CONTRACT CHANGES 2015/2016

‘Publication of GP earnings’ - JAE informed the group that all practices now have to display a GP earnings statement, in a specified format, made available on a poster in Waiting Room and on practice website.

DCRA – Detailed coded records access. JAE asked for volunteers to look at their own records as this may be useful - the aim being to find a way for other patients to view their own records and develop a process to follow. WE and LA volunteered to do this.

Online Services – TC expressed an issue when trying to access the online appointments system. It has been addressed by members of the Admin Team however he is still experiencing difficulties logging in. JAE confirmed he would look into this and get back to him ASAP. PE also stated that she had problems logging in also.

10. ANY OTHER BUSINESS

Agenda items - The group were reminded that if anyone had any agenda items, then to contact JAE in advance of the meetings. EPS issues - WE stated that he had experienced problems with the Chemist and his medication. JAE acknowledged there were problems with both Pharmacists and patients ordering the same medication – currently awaiting guidance from CCG.

11. AGENDA FOR NEXT MEETING - Review Terms of Reference - Review Annual Report 2015/16 - Review Action Plan for 2016/17 - Changes to the GMS Contract 2016/17 12. DATE OF NEXT MEETING

Tuesday 12th July 2016, from 7:00pm until 8:00pm


APPENDIX 3

ST PETER’S SURGERY – Patient Reference Group Action Plan 2015/16 – Final Status

Reception & Telephone Access Action agreed Who When 1 Review telephone performance &

set telephone response targets – 90% in 90 seconds

ACHIEVED – but needs to be consolidated

Practice Manager, Reception staff & PRG

June 2015 to Mar 2016 Sept - 70% in 90 seconds 2 new reception staff started in October 2015 following induction Nov – 90% in 90 seconds Jan 16 & Feb - 80% in 90 seconds Current – Marc 80% in 90 seconds Receptionist Recruited – 4.4.16

2 Encourage patients to use the self-check screen and drop prescription requests off in the box provided to reduce reception workload

ACHIEVED – but ongoing (set target in 2016/17 - 75 %?)


Apr 2015 & Ongoing Problem cause by domain change (July & Aug) Usage - 48% Sept 15, 56% Jan 16 Current usage- 62% March 2016

3 Aggressively promote use of the internet for repeat prescribing appointments and medical record access to reduce call volume

ONGOING


Apr 2015 & Ongoing Usage - 2% Sept 15, 2% Jan 16 Current Usage – 3% March 2016

4 Review and improve advice on how and when to contact the surgery by telephone

ONGOING

Practice Manager & Reception Staff

Apr 2015 & Ongoing Information updated on the Website - Oct 2016 Leaflet being prepared

Appointment Access & Waiting times 5 Review and improve patient

information on Access rights, GP availability, appointment system, triage (its purpose and operation) and the effect of DNAs

ONGOING

Practice Manager New Appointment System Discussed with PRG – June 15 Implemented - July 15 Information updated on the Website - Oct 2016 Leaflet being prepared

6 Investigate the use of text messages to improve patient communications and DNAs

DEFERRED

Practice Manager Sept 2015 Quotations requested – Sep 15 Currently not available – subject to approval by GPSoC

Development of the Patient Reference Group 7 Review membership and contract

requirements and run a recruitment campaign

ACTIONED


Contract – PRG reviewed – Jun 15 Recruitment started –Sep 15 Jayex and Posters updated Patient leaflet reviewed 3000 letters sent (flu invites) included invite to PRG No response to date 8.1.2016


APPENDIX 4

St. Peter’s Surgery – Family and Friends Test Results

RESULTS Extremely

likely Likely

Neither likely or unlikely

Unlikely Extremely unlikely

Don't know

Dec‐14 16 4 3 1 0 0

Jan‐15 16 3 2 0 0 0

Feb‐15 23 7 0 0 1 1

Mar‐15 13 4 0 1 2 0

Apr‐15 16 0 0 0 2 0

May‐15 19 3 0 0 0 0

Jun‐15 16 5 0 0 1 0

Jul‐15 19 5 0 0 1 0

Aug‐15 9 2 1 2 0 0

Sep‐15 8 2 0 0 0 0

Oct‐15 6 1 0 0 1 0

Nov‐15 5 1 0 0 2 0

Dec‐15 2 3 0 0 0 0

TOTALS 168 40 6 4 10 1

73.36% 17.47% 2.62% 1.75% 4.37% 0.44%

Over the thirteen months to the 31.12.2015 the overall results are as follows

Approx 91% of patients are likely to recommend the practice to friends and family

Approx 3% of patients are undecided or don’t know

Approx 6% of patients are unlikely to recommend the practice to friends or family


St. Peter’s Surgery – GP Patient Survey Results 2015

What this practice does best

82% of respondents are satisfied with the Surgery’s opening hours Local (CCG) average: 75%

88% of respondents say the last GP they saw or spoke to was good at treating

them with care and concern Local (CCG) average: 84%

96% of respondents say the last appointment they got was convenient Local (CCG) average: 93%

What this practice could improve

55% of respondents find it easy to get through to this surgery by phone Local (CCG) average: 76%

NB Getting through to the surgery by telephone was 34% in March 2015 a 21% increase in 12 months

47% of respondents usually wait 15 minutes or less after their appointment time to be seen Local (CCG) average: 69%

51% of respondents with a preferred GP usually get to see or speak to that GP Local (CCG) average: 59%

patient survey report & action plan march 2016 · 2016. 7. 11. · review annual report &...

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