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MARTLESHAM  HEATH  GP  PRACTICE  PATIENT  REPRESENTATIVE  GROUP  REPORT  

 PATIENT  SURVEY    

CONDUCTED  FEBRUARY  2012      CONTENTS  1.   INTRODUCTION  ..........................................................................................................  2  

2.   METHODOLOGY  ..........................................................................................................  2  

3.   SURVEY  RESULTS  .......................................................................................................  4  

3.1.   FUTURE  LOCATION  ........................................................................................................  4  

3.2.   COMMUNICATION  PROCESSES  ...................................................................................  6  

3.3.   APPOINTMENTS  ..............................................................................................................  9  

3.4.   PEOPLE  ............................................................................................................................  12  

3.5.   HEALTH  CHECKS  ..........................................................................................................  13  

3.6.   REPEAT  PRESCRIPTIONS  ..........................................................................................  14  

3.7.   INFORMATION  SOURCES  ...........................................................................................  16  

3.8.   GENERAL  COMMENTS  .................................................................................................  17  

4.   DEMOGRAPHICS  ......................................................................................................  18  

5.   CONCLUSIONS  ...........................................................................................................  20  

6.   ACTION  PLAN  ...........................................................................................................  21  

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1. INTRODUCTION    A  new  Patient  Representative  Group  (PRG)  was  established  in  2011  to  create  a  better  link  between  the  people  working  at  the  Martlesham  Heath  GP  Practice  and  patients,  outside  the  constraints  of   individual  medical  appointments.    The  main  aim  was   to  provide   a   channel   for   constructive   feedback   and  views  on  possible  changes,  which  could  affect  patients.    The   PRG   first   met   in   November   2011   and   initially   comprised   six   patients,  although   one   of   these   has   had   to   withdraw   due   to   ill   health.   Another   three  patients  have  since  been   invited   to   join,   to  broaden   the  demographic  profile  of  the  group.    One  of  the  first  tasks  of  the  PRG  was  to  find  out  what  the  views  of  other  patients  were  via  a  survey  (the  subject  of  this  report),  which  was  designed  and  conducted  in  February  2012.    2. METHODOLOGY    Prioritising  topics    

The  PRG  met  with  Dr  Andrew  Schurr  (senior  partner)  and  Lynne  Marsh  (Practice  Manager)   in   January   to   identify   the   priorities   for   the   survey   questions.   It   was  agreed   that   there  would   be   little   point   in   seeking   patients’   views   about   things  which   could  not  be   changed,   for   example  where   changes  would  be  beyond   the  Practice’s  remit  or  resources.  It  was  also  felt  that  the  survey  could  usefully  act  as  a  two-­‐way  communication  channel,  by  informing  patients  about  certain  aspects  of  the  services  provided  as  well  as  seeking  their  views  on  how  well  these  were  working  and  inviting  suggestions  for  any  changes.      Confidentiality    

The   Group   decided   that   the   survey   should   be   anonymous,   so   although  demographic   information   was   sought   to   help   with   analysis,   no   identifying  information   was   requested.   A   few   people   gave   their   names   in   the   open   text  boxes,   but   these   details   were   deleted   by   the   administrator,   in   order   that  anonymity  is  preserved  for  everyone.    Distribution  of  survey    

In  order   to  achieve   the  Suffolk  Primary  Care  Trust’s  deadline  and  benefit   from  the  financial  incentive  offered,  the  survey  had  to  be  analysed  and  an  action  plan  drawn  up  and  published  by  end  March  2012.  For  that  reason,  it  was  not  possible  to   distribute   the   questionnaire   to   all   patients.   However,   by   using   a  web-­‐based  survey  company,  Survey  Monkey,  it  was  possible  to  circulate  the  form  to  almost  800   patients   who   had   registered   their   email   addresses   with   the   surgery   for  repeat   prescriptions.   The   survey  was   also   publicised   on   the   surgery’s  website,  via  a  Waldringfield   residents’  website  and   to  a   few  hundred  others  via  various  distribution   lists.   Paper   copies   were   distributed   in   the   reception   area   of   the  surgery  and  these  responses  were  manually  entered  onto  Survey  Monkey  so  that  

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all  the  results  could  be  analysed  together.  The  survey  went  live  on  1st  February  2012  and  ran  until  Sunday  19th  February.        Confidence  in  results    

The   surgery   serves   approximately   6,000   patients.   The   number   of   completed  responses   received   was   376,   of   which   78   (21%)   were   via   paper   forms.  Unfortunately,  due  to  shortage  of  time,  the  sample  invited  to  complete  the  survey  could  not  be   said   to  be   totally   random   (see  demographic   comparison  between  those   who   responded   to   the   survey   and   the   target   population   of   all   adult  patients).  With  a  truly  random  sample,  376  responses  would  allow  us  to  be  95%  confident  that  the  responses  were  within  ±  5%  of  the  answers  that  would  have  been  given  by  all  6,000  patients.      Error  checking    

In  order  to  ensure  that  only  patients  of  the  Martlesham  Heath  surgery  responded  to   the  questions  and  that  people  did  not  complete  more   than  one  copy  (e.g.  on  paper  and  online),  the  following  checks  were  put  in  place:    First,   there   were   two   filter   questions   at   the   start   of   the   online   survey,   which  would  not  allow  someone  to  continue  if  the  said  they  were  not  a  patient  or  had  already  completed  another  copy.  The  paper  copy  had  a  similar  instruction  at  the  start.    Secondly,  the  IP  address1  of  every  online  respondent  was  checked  to  reduce  the  risk  of  duplication.  This  check  indicated  where  someone  had  started  the  survey  and   stopped   part   way   through   (possibly   because   of   system   failure)   and   then  tried   a   second   time.   In   such   cases,   the   earlier   incomplete   versions   were  eliminated   from   the   analysis.   Where   two   or   more   people   had   legitimately  answered   from   the   same   IP   address,   this   was   clear   from   the   different  demographic  responses  e.g.  a  man  and  woman  or  different  age  groups.    Analysis    

Once   the   survey   was   closed,   reports   were   downloaded   from   Survey   Monkey  showing   statistical   data   for   each   question.     Charts   are   included   in   this   report  showing   the   results.   It   should   be   noted   that   where   questions   tried   to   assess  levels   of   patient   satisfaction,   the   uncertain/not   applicable   option   has   not   been  included  since  these  people  were  unable,  for  whatever  reason,  to  express  a  view.    The   open   text   responses   for   each   question   area,   and   at   the   end   of   the   survey,  were  collated  and  have  been  briefly  summarised  in  this  report.      

                                                                                                               1  The  IP  address  means  the  Internet  Protocol  address,  which  is  a  string  of  numbers  used  to  identify  every  connection  to  the  internet.  People  living  in  the  same  household  are  likely  to  have  the  same  IP  address.  This  is  not  the  same  as  a  person’s  email  address  or  any  other  personal  data,  which  was  not  asked  for  and  could  not  be  identified.  

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3. SURVEY  RESULTS    Questions  and  1  and  2  were  filter  questions  designed  to  ensure  the  respondent  was  a  patient  of  the  Martlesham  Heath  Practice  and  that  they  only  completed  the  survey  once.  Hence  the  questions  and  responses  below  start  with  Q3.    3.1. FUTURE  LOCATION    Major  issues  facing  the  surgery  are  finding  space  to  expand  and  the  impact  of  a  major  new  housing  development  on  the  BT  site  across  the  A12  if  that  gets  the  go  ahead.  This  set  of  questions  aimed   to   find  out  how  a  possible   relocation   to   the  other  side  of  the  A12  might  be  viewed  by  existing  patients.    Q3    Where  do  you  live?    

             Q4    How  do  you  usually  travel  to  the  surgery?  (Tick  all  that  apply)                                                            

 

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Q5      If  the  surgery  were  relocated  to  the  other  side  of  the  A12  (e.g.  to  a  new  residential  development  on  the  BT  site)  what  impact  would  this  have  on  you  or  someone  you  accompany  to  the  surgery?                              Detailed  inspection  of  the  results  shows  that:    

-­‐ 80%  of  Martlesham  Heath  patients  usually  travel   to  the  surgery  on  foot.  21%  of  patients  from  old  Martlesham  and  19%  of  Kesgrave  patients  also  frequently   walk.   A   significant   number   (10-­‐13%)   of   patients   from   these  areas  also  visit  the  surgery  by  bicycle  some  of  the  time.  

 -­‐ 68%  of  Martlesham  Heath  residents  said  that  relocation  of  the  surgery  to  

the   other   side   of   the   A12   would   be   worse   for   them.   One   third   of  Martlesham  and  Kesgrave  patients  felt  the  same.  

 -­‐ The   14   patients  who   indicated   that   relocation   of   the   practice  would   be  

better   for   them,   mostly   approach   the   practice   from   the   Waldringfield  /Newbourne  direction.  

 In   response   to   an   invitation   to   ‘please   explain   why’,   36   patients   stated   that   a  move   across   the   A12  would   be  more   inconvenient   and   6   confirmed   that   they  objected   to   the   new   development   on   the   BT   site.   However,   the   majority   of  comments   returned   under   Q5,   can   be   best   summarized   under   the   following  headings:    ‘Green’  Issues.    46   patients   (39%  of   those  who   chose   to   comment)   explicitly   stated   that   if   the  surgery  moved  across  the  A12,  they  would  then  have  to  drive  instead  of  walking,  cycling  or  using  a  wheelchair  alone.    It   would   appear   that   the  majority   of   patients,   who   indicated   that   a   relocation  would  make  no   significant  difference   to   them,   already   travel   to   the   surgery  by  motor  vehicle.    

 

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‘Quality  of  Life’  Issues.    Significant  numbers  of  patients  raised,  what  can  best  be  described  as,  ‘quality  of  life’  issues,  especially  those  who  no  longer  had  access  to  independent  transport  (16).  There  were  fears  expressed  regarding  ‘isolation’,  especially  with  reference  to   possible   ‘knock   on’   effects   with   respect   to   the   continued   viability   of   the  pharmacy  and  the  shops  currently   in   the  Martlesham  Heath  centre  (9).  Several  patients   indicated   that   they   chose   to   live  on  Martlesham  Heath,  because  of   the  local  facilities  available,  as  a  plan  for  their  continuing  independence.    13   patients   raised   concerns   about   their   abilities   or   difficulties  with   respect   to  walking   to   any   relocated   surgery,   particularly   in   bad  weather.   4   patients  were  worried   about   public   transport   provision   and   5   patients   felt   that   they   would  have  to  seek  a  different  practice.    Although  understanding  the  needs  for  ‘economies  of  scale’  some  patients  viewed  the   potential   loss   of   the   ‘personal   approach’   they   found   at   Martlesham,  associated  with  a  possible  new  large  health  centre,  with  some  concern.  This  was  particularly   evident   amongst   those   who   also   indicated   that   Martlesham   was  better  than  their  previous  practice.    3   patients   felt   that   this   may   be   an   opportunity   for   better   disabled   access,  although   2   specifically   mentioned   that   this   was   with   respect   to   being   able   to  drive  closer  to  the  entrance.    ACTION  PLAN  Item  1  -­‐    patients’  views  will  be  communicated  in  discussions  about  any  possible  future  relocation  and  the  impact  on  less  mobile  patients  will  be  taken  into  account.      3.2. COMMUNICATION  PROCESSES    Q6      How  do  you  usually  communicate  with  the  surgery?  (Tick  all  that  apply)  

       

                       

 

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Q7      If  you  have  called  when  the  phone  lines  are  busy,  your  call  will  be  put  in  a  queue   until   a   receptionist   becomes   free.   How   satisfied   are   you   with   this  service?          

     7   patients   took   the   trouble   to   confirm   their   satisfaction   in   the   free   text   field  associated   with   this   question.   There   were   9   requests   for   the   system   to   have  additional   features,   which   unfortunately,   would   be   expensive   and   difficult   to  implement.  The  biggest  concern  raised  here  was  for  information  regarding  how  the  telephone  queue  is  progressing.  However,  as  the  system  has  only  four  lines,  unanswered   calls   ahead   of   a   caller   cannot   exceed   4   at   the  most,   otherwise   an  engaged  tone  will  be  heard.  Also,  with  two  operators  employed  at  busy  times,  in  practice  the  number  of  unanswered  calls  ahead  is  most  likely  to  be  only  two.      Q8      If  the  surgery  needs  to  contact  you  for  non-­‐urgent  matters  which  of  the  following  methods  would  you  prefer?      

     Q9    Would  you  be  happy  in  principle  for  the  Surgery  to  contact  patients  via  e-­‐mail  when  appropriate?    Of  those  patients  with  a  computer,  the  vast  majority  (82%)  indicated  they  would  be  happy  for  the  surgery  to  contact  them  by  email.    However,  via  the  additional  

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comments,   27   patients   suggested   that  they  did  not  review  their  e-­‐mail  ‘in-­‐box’  on   a   regular   basis   and   10   patients  expressed   concerns   about  confidentiality,   especially   if   using   a  computer   shared  with   someone   else.   A  further   6   patients   expressed   doubts  about  their  own  system’s  reliability.    E-­‐mail  correspondence  was  investigated  as   an   additional   communication   route  for   non-­‐urgent   matters   and   clearly,  patients   with   any   concerns   are   in   a  position  to  decline  the  release  of  their  e-­‐mail   address   and   continue   to   be  contacted  by  existing  means.  

 ACTION  PLAN  Item  3  -­‐  the  Practice  will  offer  communication  via  e-­‐mail  for  patients  that  request  it.    Q10       The   Surgery   can   use   a   system   which   automatically   sends   out   text  reminders  of  appointments  to  patient’s  mobile   ‘phones.  Would  you  welcome  this  service?    In   response   to   this   question   62%   of   patients   would   welcome   appointment  reminders  by  text  on  their  mobile  ‘phones.  Again,  any  patient  doubts  about  this  system  are  resolved  by  not  releasing  their  mobile  telephone  number.  

                                 

 ACTION   PLAN   Item   4   -­‐   the   Practice   will   offer   text   messaging   appointment  reminders  for  patients  that  request  it.    

 

 

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3.3. APPOINTMENTS    The  chart  below  shows  that  the  majority  of  patients  are  happy  with  the  surgery’s  opening  times.    Q13      How  satisfied  are  you  with  the  following  opening  times?  

 Q14      Were  you  aware  that  home  visits  need  to  be  requested  by  10.30  a.m.  as  the  doctors  start  their  rounds  at  noon?    It   was   disappointing   that   68%   of   patients   were  unaware   that   home   visits   need   to   be   requested  before  10.30  a.m.    It   was   also   disappointing   that   several   ‘dialogue  boxes’   in   the   survey   were   used   to   express  concerns  that  relate  to  previous  working  practices  and  procedures.  Clearly,  there  is  a  communication  problem  when   historical   problems   are   still   being  raised.   Further   discussion,   regarding   the  dissemination   of   information,   is   to   be   found   in  section  3.7  below.    ACTION   PLAN   Item   2   -­‐   highlights   a   number   of   specific   areas   where   better  communication  of  existing  policies  and  procedures  must  be  sought.    Q15  ‘How  satisfied  have  you  been  with  the  availability  of  appointments  in  the  past  six  months?’      The  appointment  system  has  been  changed  and  refined  with  the  aim  of  helping  more   patients   to   be   seen   when   they   need   to.   Appointment   slots  are   now  available   each  day   for   advance  bookings  as  well   as  some  being  reserved  for  on-­‐the-­‐day   urgent   consultations.   Satisfaction   levels   with   availability   of  

 

 

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appointments   were   high,   although   slightly   less   for   doctor   appointments   than  nurse  appointments.      

                         

Q16    How  satisfied  are  you  with  the  information  requested  by  reception  staff  when  booking  appointments?    

   The  nurses  are  trained  to  deal  with  certain  issues  and  it  helps  if  the  doctors’  time  is  not  taken  up  with  those  as  well  as  the  more  serious  cases.  In  order  to  decide  who   patients   should   see   at   the   outset,   the   receptionists   may   ask   some   basic  information  about   the  nature  of  a  patient’s  visit.  The  majority  of  patients  seem  satisfied  with  this  arrangement,  where  they  have  experienced  it.    Q17  How  satisfied  are  you  with  the  time  allowed  for  appointments,  time    spent  in  the  waiting  area  and  facilities/comfort  in  the  waiting  area?  

   

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Q18     Any   comments   or   suggestions   on   how   the   appointment   system   or  facilities  could  be  improved?  

-­‐ 2  patients  suggested  Saturday  morning  surgeries.  -­‐ 9   patients   asked   whether   ‘on-­‐line’   appointment   booking   could   be  

introduced,  but  it  should  be  noted  that  such  systems  would  not  negate  the  necessity  for  confirmatory  telephone  conversations.  

-­‐ 8   patients   asked   if   information   could   be   provided   regarding   the  anticipated  ‘length  of  wait’  should  circumstances  arise,  causing  delay.  

 ACTION  PLAN  Item  6  -­‐  further  review  of  the  Appointment  System  to  be  conducted.    Facilities  Related  Comments.    With   respect   to   facilities   in   the   waiting   area   a   few   patients   suggested   more  ‘distractions’   in   the   form  of  more  reading  material   (7),  TV  (3),  Wi-­‐Fi  access  (2)  but   9   patients   were   against   music   in   the   waiting   room  whilst   only   3   were   in  favour.    3   patients   requested   a   water   cooler   and   2   requested   a   coffee   machine.  Unfortunately,  a  water  cooler  was  introduced  in  the  past  but  resulting  problems  necessitated  removal.  For  similar  reasons  a  coffee  machine  would  also  not  be  a  prudent  option.  (It  should  be  noted  that  drinking  water  is  available  if  requested  at  Reception).    Further   to   the   dilemma   between   seating   arrangements   and   display   screen  viewing  angle,  twice  as  many  patients  confirmed  that  they  preferred  the  original  seating  arrangement  in  the  waiting  room  (seats  round  the  edge)  than  expressed  concerns  regarding  the  display  screen.    Comment  was  made   that   the  position  of   the   reception   computer   screen  makes  wheelchair  users  ‘invisible’.    The  provision  of  more  chairs  suitable  for  the  elderly  and  clearer  signage  was  also  suggested.    

 

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Buildings  Related  Comments  Concerns  were  expressed  regarding  wheelchair/buggy  access  and  the  nature  of  the  heavy  entrance  door  for  infirm  patients.    Confidentiality   issues   were   raised   regarding   privacy   whilst   at   the   reception  window.    ACTION  PLAN  Item  7  -­‐  seek  solutions  to  address  the  lack  of  privacy  at  the  reception  window.    3.4. PEOPLE    Q19    How  satisfied  have  you  been  with  the  way  you  have  been  treated  by  the  people  working  at  the  Surgery  in  the  past  six  months?    Overall  satisfaction  with  the  way  patients  were  treated  by  the  people  working  at  the   practice   is   shown   in   the   chart   below2.   Whilst   satisfaction   levels   were  generally   high,   satisfaction   with   reception   staff,   especially   face-­‐to-­‐face,   was  lower   than   other   groups.   This   result   is   reflected   in   the   comments   reported  below.    

                                   

Q20     If   you  were   pleased  with   the   service   received   from   any   of   the   above,  please  mention  any  positive  points  here  so  we  can  build  on  them:’    For   this   question   patients   also   took   the   trouble   to   make   positive   comments  about   the   practice   in   general   (114),   positive   comments   about   doctors   (53),  positive   comments   about   nurse   practitioners   (40),   positive   comments   about  receptionists   (17)   and   the   phlebotomist   (1).   18   patients   recorded   a   favorable  comparison  with  their  previous  practice  and  7  patients  regarded  the  practice  as  ‘much  improved’  or  ‘improving’.  

                                                                                                               2  As  previously  mentioned,  this  chart  and  all  others  relating  to  satisfaction  levels  excludes  responses  where  the  patient  ticked  ‘uncertain/not  applicable’  

 

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 Q21    If  you  were  unhappy  about  the  service  received  from  any  of  the  above,  please  say  how  this  could  be  improved  in  the  future:    In   this   question   patients   recorded   negative   comments   as   follows:   doctors   (8),  nurse   practitioners   (6)   and   2   negative   comparisons   with   a   previous   practice.  However,   significant   criticism   was   aimed   at   reception   staff   with   48   negative  comments   made,   particularly   that   some   staff   have   a   ‘cold   and   distracted’  demeanor.      ACTION   PLAN   Item   5   -­‐   to   put   in   place   Customer   Service   Training   for   front   line  reception  staff.      3.5. HEALTH  CHECKS    The  Surgery  offers  various  health  checks,  immunisations,  etc.    Also,  reviews  are  needed  for  those  on  long-­‐term  medication  to  make  sure  it  is  still  appropriate  and  not  having  any  adverse  impact.      Q22  How  aware  are  you  about  the  health  checks  /   immunisations  that  may  be  available  and  appropriate  for  you?    As   for   Q14   it   is   somewhat   disappointing  that   14%  were   ‘not   aware’   and   59%  were  only   ‘somewhat   aware’.   The   issues   and  problems   associated   with   communicating  with   patients   is   further   discussed   under  section  3.7.    ACTION  PLAN   Item  2   -­‐  highlights  a  number  of   specific   areas   where   better  communication   of   existing   policies   and  procedures  must  be  sought.      Q23       If   your   health   check   is   discretionary,   the   surgery   is   encouraged   by  Suffolk  PCT  to  send  up  to  three  invitations  to  attend  unless  you  tell  them  that  you  don’t  wish  to  attend.  How  satisfied  are  you  with  the  reminder  system  for  ongoing  health  checks/reviews?  

   

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Q24      Would  you  be  interested  in  being  offered  a  single  appointment  once  a  year  for  all  your  health  checks,  reviews  and  any  immunisations  to  be  carried  out  at  the  same  time?    Approximately  two  thirds  of  patients  would  welcome  this.  

     Q25       Any   comments   or  suggestions   on   how   the   health  check   system   could   be  improved?    There   was   a   slight  misunderstanding   here   in   so   far  as   12   patients   requested   further  information   regarding   how   to  obtain   these.   Otherwise,   there  were   individual   suggestions  regarding   ‘reminders’   for   blood  tests,  flu  jabs  etc.      

3.6. REPEAT  PRESCRIPTIONS    Q26  was  a  filter  question  so  that  this  section  was  only  answered  by  people  who  order  repeat  prescriptions.    320  patients  answered  this  section.    The  normal  period  for  re-­‐issuing  repeat  prescriptions  is  every  two  months.  (The  reason  for  this  national  policy  is  to  reduce  wastage  of  unused  medication,  which  costs   the   NHS   hundreds   of   thousands   of   pounds   every   day.)     This   Surgery  currently  issues  about  400  repeat  prescriptions  every  day  and  all  of  these  must  be  signed  by  a  doctor.    Some  of  them  need  more  in-­‐depth  checking  to  make  sure  the  medication  is  still  appropriate  before  the  prescription  can  be  re-­‐issued.      

Q27      How  do  you  usually  request  a  repeat  prescription?  (Tick  all  that  apply)  

 

 

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 Q28     When   you   requested   your   last   repeat   prescription,   how   soon   before  your  medication  ran  out  did  you  submit  your  request?    

 

 

 

 

 

                 Q29      What  do  you   think   is   the  best  way   to  encourage  and  help  patients   to  give   at   least   two   days   notice   for   repeat   prescriptions   (longer   if   the  prescription  needs  to  be  sent  to  a  pharmacy)?    Patients   kindly   responded   to   this   question   with   many   ideas,   ranging   from  various  means  of  electronic  reminders,   to  various  means  of  highlighting  the  48  hour   requirement   on   the   paperwork,   including   the   use   of   ‘coloured   stickers’.    Some  19  patients  pointed  out  (both  directly  and  indirectly)  that,  at  the  end  of  the  day,  it  is  the  patient’s  responsibility  to  ensure  timely  re-­‐ordering.    Use  of  the  ‘Pharmacy  Repeat  Prescription  Service’  was  suggested.    A  few  patients  suggested  various  ‘deterrent’  strategies  for  which  implementation  would  not  be  a  possibility.    Reference  was  also  made  to  the  difficulties  encountered  with  varying  pack  sizes  in  multiple  prescriptions.    Comments   were   also   made   regarding   the   unreliability   of   the   system   when  requesting  a  different  pharmacy  destination.    

 

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3.7. INFORMATION  SOURCES    Q30  was  a  filter  question  so  that  the  next  question  was  only  answered  by  people  who  had  previously  visited  the  website.    273  patients  responded  to  this  question.    Q31  Which  of  the  following  types  of  information  have  you  tried  to  find  on  the  surgery   website3   (www.mhdoctors.co.uk)   and   did   you   find   what   you   were  looking  for?     Met   my  

needs  Unable  to  find  

Information  about  the  Practice   89.3%   0%  Patient  Newsletters   84.2%   7.9%  

How  to  Register     89.1%   3.6%  

Appointments/home  visits/emergencies   81.8%   10.4%  Repeat  prescriptions   85.2%   0.4%  

Various  clinics   75.0%   10.7%  Extra   services   e.g.   physiotherapy,   medical   examinations,  insurance  reports,  etc.  

79.6%   8.2%  

Translation  services,  travel  advice,  chaperones   76.3%   13.2%  Health  guides  and  fact  sheets     71.8%   12.8%    A   reference   was   also  made   to   the   lack   of   specific   information   on   the   website  regarding   the   out   of   hours   provision.   Since   telephone   lines   are   automatically  switched   to   the   out   of   hours   service   provider  Harmoni,   the   service   response  should  be  seamless  to  the  caller.    Q  32    Do  you  usually/often  read  any  of  the   notices   or   leaflets   in   the   waiting  room?      It   can   be   seen   that   less   than   half   of  patients  sitting   in   the  waiting  room  are  likely  to  read  the  notices  regularly.                                                                                                                              3      This  question  included  a  column  for  information  ‘searched  for’.  However,  not  all  survey  respondents  ticked  this  column  even  though  they  had  a  view  about  whether  they  found  the  information  they  were  looking  for  as  shown  in  the  next  two  columns  ‘met  my  needs’  and  ‘unable  to  find’.  For  that  reason,  the  ‘searched  for’  column  has  been  omitted  for  analysis  purposes.  

 

 

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Q33       Would   you   be   likely   to   read   articles   in   the   Martlesham   Monthly  magazine  about  the  Surgery?’    

   Although   47%   of   patients  confirmed   that   they   would   read  articles   in   the   Martlesham  Monthly   magazine,   this   only  includes   those   patients   who   live  in   the   catchment   area   for   said  magazine.   Others   suggested  other   local   publications,   namely  Kesgrave   and   Waldringfield,  could  also  be  included.            

Q34     Please   suggest   any   improvements   to   existing   information   sources  and/or  suggest  any  other  means  of  disseminating  information  which  would  help  you  or  someone  you  are  assisting?    6   patients   made   reference   to   the   current   notice   boards   including   some  suggestions   about   highlighting   new   information   and   organizing   existing  categories.      3  patients  suggested  ‘social  media’  as  a  communication  vehicle,  whilst  6  patients  indicated  that  the  website  should  be  updated  more  regularly.    20  patients  thought  that  an  e-­‐mail  ‘newsletter’  would  be  advantageous.      Clearly,   lack   of   information   regarding   the   workings   of   the   Practice   and  misunderstandings   that   changes   should   already   have   resolved,   highlight   the  need   for   effective   communication   between   the   practice   and   patients.   Possible  routes  to  achieve  this  will  remain  high  on  the  PRG  agenda.    ACTION   PLAN   Item   8   -­‐   The   Group   will   discuss,   at   a   future   meeting,   the   best  methods   of   distributing   information.     This   includes   the   website   as   well   as   other  media.      3.8. GENERAL  COMMENTS    Q40.    Any  other  constructive  comments  or  suggestions  about  the  Martlesham  Heath  Surgery?    All   of   the   entries   made   here   (that   were   not   exact   duplicates   of   previous  comments)   have   been   included   in   the   discussion   set   out   under   the   previous  

 

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headings,  with  one  exception.  We  would  like  to  record  our  appreciation  for  the  positive  comments  that  patients  made,  about  this  year’s  survey  format.    ACTION   PLAN   Item   2   -­‐   highlights   a   number   of   specific   areas   where   better  communication  of  existing  policies  and  procedures  must  be  sought.    4. DEMOGRAPHICS    The   next   two   charts   show   the   profile   of   all   patients   (aged   15   and   above)  compared  with  the  profile  of  those  who  completed  the  survey.      

     

   It  can  be  seen  that   those  who  responded  to   the  survey  were,  on  average,  older  than   the   target   population   (all   adult   patients)   and   slightly   more   likely   to   be  female.  This  probably  arose  because  the  survey  was  emailed  to  all  those  who  had  registered  their  email  addresses  for  repeat  prescriptions  and  older  patients  are  more   likely   to  have   long-­‐term  conditions   requiring   repeat  prescriptions.  There  are  also  slightly  more  female  older  patients  than  male,  but  not  enough  to  explain  the  gender  difference.    

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It  wasn’t  possible  to  do  a  direct  comparison  on  race,  but  black  &  minority  ethnic  groups   are   represented   by   3.38%   of   all   patients.   The   charts   below   reflect   the  profile  of  survey  respondents  only.  

38.  Do  you  have  children  or  other  dependants  that  you  provide  regular  and  frequent  care  for?  (Tick  all  that  apply)    89  patients  answered  this  question  (from  the  total  376  respondents)  as  follows:       At  MH  Surgery   At  another  surgery  Children  aged  under  11   37   4  Children  aged  11-­‐18   38   5  Disabled  adults   17   6  Other  dependants   34   (not  requested)        

   

 

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5. CONCLUSIONS    Generally   speaking,   feedback   from   patients   was   very   positive   as   in   these   two  examples:      “Excellent  care  and  far  better  than  anything  I  have  experienced  previously.”    “A   big   thank   you   to   all   the   doctors,   nurses,   and   staff   at   the   surgery.     You   are  providing  us  with  a  wonderful  service.”    There   was   significant   concern   about   the   idea   of   relocating   the   surgery   to   the  possible  new  development  on  the  other  side  of  the  A12.  This  statement  sums  up  the  situation  for  many:    “I  am  a  pensioner  living  on  Martlesham  Heath  and  as  I  get  older,  having  to  travel  the   other   side   of   the  A12   could  prove  a   significant   barrier  when   I   am   in  need   of  health  services.  It  would  always  involve  a  car  journey  whereas  I  can  currently  walk  to  see  my  doctor  or  nurse  and  to  collect  prescriptions.  Also,  it  would  probably  mean  losing  our  pharmacy  which  in  turn,  would  make  our  village  centre  less  viable.”    Effective  communication  is  a  perennial  problem  for  any  organisation  and  this  is  no  exception.  The  PRG  will  work  with  the  Practice  to  use  every  available  means  to   keep   patients   well   informed   about   the   services   on   offer   and   any   changes.  However,  it  will  rely  on  patients  reading  any  material  that  is  produced.    Feedback   from   the   survey  will   lead   to   a   number   of   initiatives,   such   as   texting  appointment   reminders  and  using  email   for  non-­‐urgent   communication,  where  these  would  be  welcomed.  For  other  patients,  existing  methods  will  continue  as  before.    Practical  changes  to  the  reception  area  will  be  made  if  practicable  and  affordable  whilst  customer  care  training  for  the  reception  staff  will  hopefully,  address  some  of  the  more  negative  comments  about  how  they  are  perceived.  It  should  be  noted  that  there  were  also  many  positive  comments,  such  as  this:    “Particularly   with   reception   staff,   they   are   always   polite   and   courteous.     Very  happy  with  time  spent  with  any  of  the  doctors  who  do  not  appear  to  rush  anyone.”    Other  issues  such  as  appointment  times  and  repeat  prescriptions  will  continue  to  be   discussed  with   a   view   to   balancing   the   needs   of   the   health   service   and   its  patients.    The  Patient  Representative  Group  would  like  to  thank  all  patients  who  took  part  in   the   2012   survey   and   for   their   feedback,   all   of   which   have   been   carefully  reviewed   and   are   being   taken   forward   by   the   group,   for   further   discussion,   in  our  meetings  with  the  Practice.    

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6. ACTION  PLAN    As  a  result  of  an  initial  analysis,  the  following  action  plan  was  drawn  up  where  the  PRG  and  the  Surgery  agreed  that  improvements  could  be  made.  The  financial  incentive   (from   the   PCT)   for   conducting   the   survey  will   be   used   to  make   any  physical  changes  that  will  benefit  patients.      ITEM  1:     The   Practice   will   present   the   patients’   views   on   the   possibility   of  

surgery  relocation  to  the  proposed  new  build  on  the  BT  Adastral  site  in  Martlesham  as  and  when  appropriate.  

 ITEM  2:     The  Practice  will  update  the  message  on  the  telephone  and  via  a  PRG  

produced  bulletin,  communicate  with  patients  the  details  of:  -­‐ When  and  how  the  telephones  are  manned  -­‐ How  telephone  calls  are  queued  -­‐ When  to  book  a  telephone  consultation  -­‐ When  to  book  a  home  visit  -­‐ How  to  contact  the  out  of  hours  service  

 ITEM  3:       The   Practice   will   offer   communication   via   e-­‐mail   for   patients   that  

request  it.    ITEM  4:     The   Practice   will   offer   text   messaging   appointment   reminders   for  

patients  that  request  it.    ITEM  5:     The  Practice  will  put  in  place  Customer  Service  Training  for  front  line  

reception  staff.    ITEM  6:     The   Group   will   meet   with   practice   staff   and   clinicians   to   discuss  

waiting   times   and   appointment   appropriateness   with   a   view   to  implementing  changes.  

 ITEM  7:     The  Practice  will  look  at  methods  of  increasing  patient  confidentiality  

in   reception   by  means   of   possible   reception   area   restructuring   and  additional  staff  training.  

 ITEM  8:     The   Group   will   discuss,   at   a   future   meeting,   the   best   methods   of  

distributing  information.    The  action  plan  is  effective  from  the  1st  April  2012.  Regular  PRG  meetings  with  senior  Practice  partners  and  staff  will  continue  and  the  plan  will  be  an  item  on  every   agenda   for   discussion   and   updating   until   it   is   completed.   As   items   are  completed  they  will  be  fully  advertised  both  in  the  surgery  and  on  the  web  site  to  keep  all  patients  fully  informed  of  progress.    It  is  the  PRG’s  intention  to  conduct  a  follow-­‐up  survey  in  2013  to  check  the  effect  of  any  changes   to  see  whether  patients  consider   that   improvements  have  been  achieved.  Attempts  will  be  made  to  include  a  more  representative  sample  of  all  patients  at  that  time.