rms project reports - final - rectory meadow surgery · supported by rectory meadow surgery in...

CHALLONERS’RECTORYMEADOWSURGERYPROJECTREPORTFinal–May2016

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ExecutiveSummaryInthesetimesofrapidlychangingtechnologyandsociety,whatdoyoungpatientswantfromtheirGPsandhowbestcanthisbedelivered?

Theaimoftheprojectwastodeliverevidence-basedrecommendationstolocalsurgeriestoimprovetheirserviceforyoungpeople.

Asmallgroupofaspiringmedicalstudentshavespentthepastfewmonthsdesigningandexecutingasurveytoinvestigatewhatyoungadultswantfromtheirsurgery.TheworkwasinitiatedandsupportedbyRectoryMeadowSurgeryinAmersham.Wesentsurveystothelocalsecondaryschoolsinthearea,specificallytargeting15-25yearolds.Wehavereceived352responsesgivingusopinionsonwhatlocalGPsurgeriescandotoimprove

service.Asignificantnumberofresponseswereonpaperandhadtobeaddedtotheresultsdatabasebyhand.

Findings

Themodalagegroupofparticipantswas16,followedby17yearolds.Therewere352participantsinthesurveywith213females,132malesand7whopreferrednottodisclosetheirgender.TherewasquiteanevendistributionofresponsesfromthosewhovisitedsurgeriesinAmershamandtheChalfonts(bothaveragingabout100responseseach).Onlyabout30responseswerefromthosewhoattendedsurgeriesinChesham.Themajorityofappointmentsweremadebyphonecall,followedbyonlinebooking,then‘walk-ins’andtheleastnumberofappointmentsweremadebytext.Mostrespondentsweresatisfiedwiththeircurrentmethodofmakingappointments(with221outofthe352givingaratingofeither4/5or5/5).Themajorityrespondedthattheywenttotheirlocalsurgeryforgeneralillnesses,with299outofthe352responses.Thefollowingvaluableservicesweren’tseentobeofferedbyrespondents’surgeries:easyandvisibleaccesstomentalandsexualhealthservices,contraceptionandabortionclinics,depressionfacilitiesincludingcounsellingandtherapy,paediatricbloodtests,awalk-inclinicwiththeoptionofmakingfollowupappointmentsandsmallhealthqueriesandworries.


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Updatesfromsurgeriesshouldincludecurrentdelaysonappointments(277outof352peoplestatedthis),whichiscloselyfollowedbyinformationonsurgerychanges(207outof352people).Mostpeoplewouldprefertoreceiveupdatesfromtheirsurgeryviaemail(203outof352people),closelyfollowedbytext(176outof352).Aroundathirdofresponses,statedthattheyreceivedupdatesmonthly,yearlyandtwiceyearly.Almosttwothirdsstatedthattheywouldliketoreceivemonthlyupdates.Forthemajorityofpeople,4pmto6pmisthemostconvenienttimetovisitthesurgeryonweekdays.Forthemajorityofpeople,8amto12noonisthemostconvenienttimetovisitthesurgeryonweekends.Mostpeopledidnotknowwhethertheirsurgeryhadawebsiteornot.Mostpeoplesaidthatwhilstthewebsitewaseasytonavigateanduseful,itisn’tmodern.Butasignificantnumberofpeoplesaidthewebsitewaseasytonavigatebutitisuseless.Over200peoplesaidthatiftherewasahealthcareapptheywoulduseit.Mostpopularcategoriesfortheappareappointmentbookingandmedicalnews.Textingresultsfortestsandeasierwaysofbookinganappointmentseemedlikeotherpopularthemesaswellasupdatesforclinicsetc.onsocialmedia.Patientsreportedwaitingupto3weeksforanappointmentwiththedoctor.ItisclearthatthehealthcareprovisioninthisareaisofaveryhighstandardandthatthemajorityofteenagersseemveryhappywiththeiraccessibilityandcommunicationwiththeirGP’spractice.However,thereareareas-especiallycommunicatingwaitingtimesandbookingappointments-thatneedtobemadeeasierandmorereadilyavailable.Inaddition,arangeofservicesthatarenecessaryforyoungadultslivingintheareashouldbeoffered.NB:Theseresultsareforthesumofallsurgeries.Ingeneral,RectoryMeadowSurgeryresultswereinlinewiththegroupaverages.

Recommendations1. Eitherarrangeorpublicisemoreclinicsformentalandsexualhealthservices,

contraceptionandabortion,depressionfacilitiesincludingcounsellingandtherapy,paediatricbloodtests,awalkinclinicwiththeoptionofmakingfollowupappointmentsandsmallhealthqueriesandworries.

2. Givemonthlyupdatestopatientswhichincludeanychangestosurgeryoperation.3. Createmoreprovisionsforappointmentsforteenagers4pmto6pmonweekdaysand

8amto12noonduringtheweekends4. Publicisemorewidelyamodern,easytonavigateandusefulwebsite,whichallows

bookingappointmentsonlinewithease.5. Createanappwithappointmentbooking,waitingtimesandmedicalnewsfor

surgeries.


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RMSFinalreport-analysisofsurveyresultsQuestion1-Howoldareyou?

• Themodalagegroupofparticipantswas16,followedby17yearolds.

• Therewereveryfewparticipantsaged19-21.

• Ifthesurveywastoberepeated,itcouldbemoreevenlydistributedbetweentheagegroups,e.g.bycarryingitoutwithmoreuniversitystudentstogetmoreresponsesfromthoseatthehigherendofourtargetedagerange.

Question2-Whatgenderareyou?

• Therewere352participantsinthesurvey-with213females,132malesand7whopreferrednottodisclosetheirgender.

• Sincethereweremanymorefemalethanmaleparticipants,ifthesurveyweretoberepeated,nexttimeitcouldbedistributedmoreevenly,e.g.bydistributingittomoreboys’schoolstoevenupthegendergap.

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Question3-Whichdoctors’surgerydoyougoto?

• TherewasanevendistributionofresponsesfromthosewhovisitedsurgeriesinAmershamandtheChalfonts(bothaveragingabout100responseseach),howevertherewereonlyabout30responsesfromthosewhoattendedsurgeriesinChesham.

• Ifthesurveywasrepeated,itcouldbedistributedtomorepeopleintheCheshamareaandalsotofewerpeoplefromareaswhichweren’tintheAmersham/Chesham/Chalfontarea,togetmorelocalresponses(i.e.toreducethenumberofresponsesfrom‘other’surgeries).

Question4-HowareyourappointmentswithyourGPcurrentlymade?

• Themajorityofappointmentsaremadebyphonecalls,followedbyonlinebookingthenwalkinsandtheleastnumberofappointmentsweremadebytext.

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Question5-Areyousatisfiedwithyourcurrentmethodofmakingappointmentsatyoursurgery?

• Themostcommonfeedbackwasthatpeopleweresatisfiedwiththeircurrentmethodofmakingappointments(with221outofthe352peoplewhofilledoutthesurveygivingaratingofeither4/5or5/5).

• Veryfewpeoplewereverydissatisfiedwiththeircurrentmethodofmakingappointments(with26outofthe352peoplewhofilledoutthesurveygivingaratingofeither1/5or2/5).

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Question6-Whichservicesdoyouusethemost?

• 299outofthe352peoplewhotookthesurveyrespondedthattheywenttotheirlocalsurgeryforgeneralillnesses.

• Asignificantnumberofpeople(approximately1/3ofallsurveyrespondents)saidthattheyusethevaccinationservicesintheirsurgery.

• Fewpeoplesaidthattheyusethesexual/mentalhealthservicesandchildhoodailmentsintheirsurgeryandthemostunderusedservicewassocial/lifestyleissues,e.g.smokingandfamilyissues-withamere11/352respondentsstatingthattheyusethisservice.

• Otherreasonspeoplevisitedtheirsurgeryincluded:brokenbones,allergies,dietaryissuesandsportinginjuries.

• Thefactthatmajorityofpeoplewenttotheirsurgeryforgeneralillnessesratherthanforanactualserviceprovidedbythesurgery,e.g.mentalorsexualhealthsuggeststhattheseserviceseitheraren’tverypopularinsurgeriesorthatpatientshavealackofawarenessoftheiravailability.

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Whichservicesdoyouusethemost?


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Question7-Arethereanyservicesyoufeelarenotbeingoffered(e.g.sexualhealth)?

• Theservicespeoplesaidweren’tbeingofferedbytheirsurgeriesincluded:increasedaccesstometalandsexualhealthservices,contraceptionandabortionclinics,depressionfacilitiesincludingcounsellingandtherapy,paediatricbloodtests,awalk-inclinicwiththeoptionofmakingfollowupappointmentsandsmallhealthqueriesandworries.

• Themajorityofpeopleweresatisfiedwiththeservicesprovidedbytheirlocalsurgeryasthemostcommonresponsetothisquestionwas‘none’orsimplytherewasnocomment.

• Fromthosewhowereunsatisfied,themajorityofconcernswerelinkedtothelackofsexualormentalhealthsupportavailableattheirsurgeries.Thissuggeststhattheseservicesneedtomademoreavailableandvisibletopatientsinthefuture.

• Therewerequiteafewresponseswherepeoplestatedthattheyweren’tveryawareoftheservicesprovidedbytheirsurgery-eitherbecausetheydon’tgothereoftenenoughorbecausepatientsaren’tinformedofwhatservicesareavailable.

Question8-Whatdoyouthinkyoursurgeryshouldupdateyouon?

• Themostcommonviewwasthatsurgeryupdatesshouldbelinkedinrealtimeto

delayedappointments(277outof352peoplestatedthis),whichiscloselyfollowedbychangestothesurgery(207outof352people).

• 38%ofrespondentsstatedthatthesurgeryshouldnotifythemaboutnewsandhealthupdates.

Whatdoyouthinkyoursurgeryshouldupdateyouon?

Changestothesurgery Delayedappointments Newsandhealthupdates


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Question9-Whatplatformwouldyouprefertobeusedforsaidupdates?

• Mostpeoplewouldprefertoreceiveupdatesfromtheirsurgeryviaemail(203outof352people),closelyfollowedbytext(176outof352).

• 1/5ofthesurveyrespondentsstatedthattheywouldprefertoreceiveupdatesviasocialmediaandaround1/6viaphonecall(e.g.Facebook,Twitteretc..)

• Fewpeoplewouldprefertoreceiveupdatesvialeaflets(24outof352).

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Text Email PhoneCall SocialMedia Leaflets

Whatplatformwouldyouprefertobeusedforsaidupdates?


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Question10-Howfrequentlydoyougetupdatesfromyoursurgery?

Themajorityofyoungpeoplerespondingneverreceiveupdatesfromtheirsurgery.Aroundathirdstatedthattheyreceivedupdatesmonthly,yearlyandtwiceyearly.ThisimpliesthatmostyoungpeopleareunawareofnewinitiativeswhichmaybeputintoplaceattheirGPSurgery.However,thismaybeduetothefactthatitistheparentsoftheseyoungpeoplewhoreceivetheseupdatesratherthantheyoungpeoplethemselves.Inconclusion,tomakemoreyoungpeopleawareofthedifferentservicesthesurgeryoffers,itisclearthattheyshouldbecontactedmorefrequentlysothattheycanmakeuseoftheseservices.

Q.10- Howfrequentlydoyougetupdatesfromyoursurgery?

Weekly Monthly Twiceyearly Yearly Never


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Question11-Howoftenwouldyouwanttogetupdatesfromyoursurgery?

Fromthedatacollectedregardinghowoftenyoungpeoplewouldliketoreceiveupdatesfromtheirsurgery,almosttwothirdsstatedthattheywouldliketoreceivemonthlyupdates.Thiswouldenablethemtobeuptodatewiththelatestservicesandclinicsthatthesurgeryisoffering,aswellasnewvaccinationswhicharerelevantfortheiragegroup.

Itisclearfromthisdata,thatmostyoungpeoplefromthe352responsescollected,hadneverreceivedupdatesfromtheirlocalsurgery.Itisadvisedthat,inordertomakethemmoreawareoftheservicesofferedwhichareappropriatefortheiragegroupinparticular,perhapsamonthlynewsletterspecificallyforyoungpeoplecouldbesentoutsothattheybecamemoreawareofhealthcarenewswhichmayaffectthem.


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Question12-Onweekdays,whenwouldbemostconvenientforyoutovisityoursurgery?

Thepiechartshowsthatforthemajorityofpeople,4pmto6pmisthemostconvenienttimetovisitthesurgeryonweekdays.Therefore,thesurgeryshouldexpectthistobethebusiesttimeoftheday.Inordertomakesurethatthemostnumberofpatientsareseen,theaverageappointmenttimecouldbereducedduringthistime.Makingsurethatmostdoctorsareavailablefrom4pmto6pmwouldmeanthatmorepatientswouldgetseenandwaitingtimeswouldbereduced.Orthesurgerycouldtrytogetmorepatientstovisitduringthelessbusyperiods.Thiscouldbedonebylettingpatientsknowthatwaitingtimesarereducedatcertaintimesofthedaye.g.12noonto4pmeitherwhentheyphonetomakeappointmentsorbyadvertisingthisonthewebsite.


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Question13-Attheweekend,whenwouldbemostconvenientforyoutovisityoursurgery?

Thepiechartshowsthatforthemajorityofrespondents,8amto12noonisthemostconvenienttimetovisitthesurgeryattheweekend,followedby12noonto4pm.Therefore,thesurgeryshouldexpecttobebusiestatthesetimesifopenonweekends.Openingthesurgeryatweekendsmayhelptoreducethenumberofpatientswhovisitduringthebusyweekdayperiodwhichcouldreducewaitingtimes.Thestrategieslistedabovecouldalsobeusedontheweekendstomakesurethatthemaximumnumbersofpatientsarebeingseenandthatwaitingtimesarereduced.


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Question14-Doesyoursurgeryhaveawebsite?

Oftheyoungpeoplewhoknewwhethertheirsurgeryhadawebsiteornot,themajoritysaidtheirsurgerydoeshaveawebsitewithonlyasmallproportionsayingtheirsurgerydoesn’thaveawebsite.

However,mostpeopledidnotknowwhethertheirsurgeryhadawebsiteornot.Thissuggeststhatsurgeriesshouldpromotetheirwebsitemore.


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Question15-Ifyes,doyouthinkitismodern,easytonavigateanduseful?

Lotsofpeoplesaidtheirsurgeries’websitewaseasytonavigatebutfewerpeoplesaidthatitwasmodernanduseful.Morepeoplesaidthat,whilstthewebsitewaseasytonavigateanduseful,itwasn’tmodern.Incontrast,therewasalargeproportionofpeoplewhosaidthewebsitewaseasytonavigatebutitwasuseless.Thissuggeststhateitherthewebsiteisnoteasytonavigateastheycan’tfindthefunctionalityorthatthewebsitehasnofunction.Thelargenumberofyoungpeoplesayingthewebsitewasn’tmoderncouldalsomeanthatthewebsiteneedsaredesigntomakeitmoreappealing.


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Question16-IfyourGPweretoprovideahealthcareappwouldyouuseit?

Forthisquestionmostpeopleansweredyesratherthanno.ThismeansthattheideaoftheappforGP’sisverypopular.


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Question17-Ifyes,whatfeatureswouldyouwanttoseeontheapp?

HereweseethatthemostpopularcategoriesfortheappareAppointmentBookingandMedicalNews.Thissuggeststhatpeoplearelookingforconvenientwaystobookappointmentsandfollowthenews.Openinghoursandliveupdatesalsoseemedpopular,withalmost215peoplevotingforeach.Featureslikethismaybebeneficialtoaddaswell.Healthcareadvicewaslesspopular,howevertheNHSChoiceswebsiteandpromotiontoNHS111maybeabetterwaytogettheadviceneeded.

Question18-Howwouldyouimprovecommunicationwith/fromyoursurgery?

Itseemsmanypatientsfeeltheydon’treallyknowwhat’sgoingonandwouldlikesomefurtherinformation.Theideaoftextingresultsfortestsandeasierwaysofbookinganappointmentwereotherpopularthemesaswellasupdatednewsofclinicsetc.onsocialmedia.

Manyyoungpeoplewantedtobeabletogetappointmentssooner-somepatientsreportedwaitingupto3weeksforanappointmentwiththeirdoctor.Thisalsolinksintobettercommunication-knowingthecourseoftreatmentandeasieraccesstothisinformationcouldstoppeoplebookingappointmentsunnecessarily.

Remembermanyyoungpeoplearestillgettingusedtobookingtheirownappointmentsandthereforeaneasiermethod,likeanappwithmoreguidance,wouldbebeneficial.

rms project reports - final - rectory meadow surgery · supported by rectory meadow surgery in...

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