Greater Manchester Area Team

2013/14 Patient Participation Local Participation Report

Practice Details

Practice Boothstown Medical Centre

Completed by Dorothy Casey, Practice Manager

Patient Reference Group (PRG) Profile

Number of face to face members 16

Number of virtual members 66

Age & Sex breakdown Male Female

Under 16 - Virtual = 1

17 – 24 - Virtual = 1

25 – 34 - Virtual = 1 Virtual = 1

35 – 44 - Virtual = 1 Virtual = 14

45 – 54 - Virtual = 4Virtual = 1 (no sex stated)

PPG 1 + Virtual 4 = 5

55 – 64 - Virtual = 3 PPG 4 + Virtual 8 = 12

65 – 74 - PPG 4 + Virtual 4 = 8 PPG 2 + Virtual 13 = 15

75 and over - PPG 1 + Virtual 4 = 5

Virtual = 1 (no age stated)

PPG 4 + Virtual 5 = 9

Ethnicity

White PPG 4 PPG 11

Mixed PPG 1

Asian / Asian British

Black / Black British

1

Chinese / Chinese British

Other ethnic group

Employment Status

Employed PPG 4

Unemployed

Retired PPG 5 PPG 7

Other (e.g. no of carers or have been carers) Carers PPG = 3 Long Term Health Conditions of Virtual Group = 61.5% Virtual Group = 6 No Long Term Health Conditions of Virtual Group = 35.4% No answer = 3.1%

The patient population is mainly white with very few ethnic minorities. We do have a Polish GP who is able to converse very well with the few Polish patients that we have registered.

What the practice did to ensure that the PRG is representative of the practice registered patients

Advertised PPG in reception to encourage members to join by the use of posters and flyers PPG Newsletter ‘Patient Matters’, which included a Priorities Questionnaire, was distributed

within the practice and on practice website Aims set up to target carers by sending out letters with regard to setting up a coffee time where

carers can meet to discuss their role and be of help to one another, support and relaxation Plans discussed to target the younger age groups Use of PPG notice board in reception to encourage further membership Proactive in the practice by opportunistically asking patients of all age groups if they would like to

join the PPG

We now have a strong pro-active, democratic group which was formed in February 2013 and have met every 6 – 8 weeks ever since, consisting of both male and female patients, some of whom are carers or have been carers and some with a number of long-term health conditions. Age range – 45 years plus. Some members are retired / semi-retired and others are employed or involved in voluntary work.

Virtual members (PRG) who responded to an initial questionnaire, as part of the first Practice Newsletter. The Newsletter explained that we were keen to identify what the patients considered to be their Practice Priorities in order that the practice could evolve. Approximately 400 Newsletters with questionnaires were taken / handed out and 66 were returned. This group of patients consisted of both male and female patients, carers, patients with long-term health conditions and each age group was represented. The Newsletter is called ‘Patient Matters’.

PPG members attended the surgery, when Phlebotomy clinics and also Doctor and Nurse clinics were held, to hand out these initial questionnaires – forming a reference group.

Developing Whole Practice Approach including Receptionist involvement in drawing attention to the questionnaires and encouraging patients to complete them.

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There is no requirement for translation into other languages at this stage.

Groups that are not represented on the PRG and what the practice did to attempt to engage those groups

The PPG at Boothstown Medical Centre consists of a wide range of members, including retirees, voluntary workers, carers and members in employment.

The practice is keen to engage ‘Young People’ including young carers, and this has been discussed extensively at the regular PPG Meetings to find ways in which we can target this area. PPG members regularly attend TABA Meetings and the issue of engaging Young People has been actively discussed on a number of recent occasions, with people attending CCG Events, including attending the Young Person’s Engagement Event at Wigan Life Centre in December 2013.

Unfortunately, many of the younger patients in the practice are very busy at work or with young families.

The PPG have produced a very interesting display in the practice waiting area which not only boasts a wealth of information, including the Newsletter and survey results etc, but is also attractive and cannot fail to catch the interest of all ages and groups.

2013/14 Priorities

How we identified and agreed with the PRG priorities for 2013/14 to be included in a local practice survey

Discussion took place at several PPG Meetings (at which members of the Practice Staff were present) and also sub-group meetings and it was decided that the priorities should be addressed in a user-friendly way and using Plain English.

Looked at the age / sex register Identified the carers included in the practice population A questionnaire to find out the issues that patients identified as important for the Practice to

evolve. The questionnaires continue to be available. This was a positive start. The majority of patients who completed the questionnaires, included helpful suggestions in the

comments box Newsletter – form on the back page requesting the patient details i.e. age, sex, carer, LTHC and

asking how they would like to be informed in the future and what they perceived as the priorities that the Practice should focus on, so that the patient services can evolve. Subsequently, a member of the PPG collated the 66 completed questionnaires. Prior to the following PPG Meeting, the PPG Secretary distributed the results (list of priorities) via email to the members

Patients were informed in the Newsletter that their ideas would be used in a Patient survey which will enable the group to prioritise and allow the Practice to develop

Carers information poster / flyer advertising the ‘Carers Coffee Time’ and asking for suggestions on a tear off slip to complete

The practice results on the General Practice National Profiles Website were looked at, in addition to information from the NHS Choices website

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What these priorities were

The priorities were mainly based around the availability of appointments, patient’s experience of the waiting room and speaking to people on the phone with either very small groups or individual patients raising other topics such as communication.

Below is a summary of the results from the initial questionnaire:

2013/14 Local Practice Survey

How we agreed with the PRG the content of the local practice survey

Regular meetings – discussion between the PPG, GPs, Practice Manager and Staff representation

The ‘umbrella’ issue would be appointment availability but this would be tackled by finding out more about various aspects that were adversely impacting on this important issue and then aiming to tackle them. These aspects included the number of DNA’s that were reducing the number of available appointments

Partly releasing receptionists from duties by enquiring about the uptake of online ordering of prescriptions and if patients would prefer to book appointments online.

To ask patient views on a number of topics in order to better understand their priorities such as the OOH Service, Choose Well Campaign and if they knew that they could raise issues with the PPG

Discussion of previous surveys and how we could obtain better information in the PPG Survey Discussion as to how we could target certain groups within the survey i.e. younger patients / male

patients / different age groups To establish the level of interest in the Coffee Time for Carers and Friends and Health Promotion

Events Other questions would focus on the willingness / confidence of patients to self-care with the help

of their health professional and engage in Health Promotion learning activities.

How we agreed with the PRG the way in which the survey would be conducted

Following meetings to discuss the content of the survey we planned to conduct the survey as follows: PPG displays (to include the survey, pens and a box for completed surveys) plus the PPG Notice

Board in Reception Surveys handed out by Reception staff to all patients attending the practice and a supply placed

on the reception desk

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Able to submit completed survey online The PPG handed out surveys during 2 Phlebotomy Clinics, 3 Doctor and 3 Nurse Clinics Surveys available for Carers and patients attending proposed Coffee Time / Health Promotion

Events Ask patients for their own ideas on certain topics including how to deal with DNAs The Health Promotion topics that they felt the Practice should focus on How male patients and young people could be encouraged to become engaged in their own

health issues

Patients were requested to tick the most relevant answers – with some questions allowing patients to give more than one response.

Additionally, the Patients were asked to list their own Long Term Health Conditions.

Other methods used to seek the views of registered patients

Messages on prescription sheets Newsletters to help engage with patients and to help them understand how the practice works.

Also by asking patient views on a number of topics to better understand their priorities Notice Board in practice waiting area Posters and flyers advertising the PPG and Carers Coffee Time Posters produced asking for input into future Newsletters. Areas to be canvassed for ideas:-

community centres, local schools and youth centres in addition to information within the surgery Newsletters to be delivered with prescriptions by local pharmacy so that housebound patients can

also have the opportunity to become involved Consulting the General Practice National Profiles results available online Comments and Practice survey results on the NHS Choices website

2013/14 Local Practice Survey Results

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An overview of the results of the local practice survey is detailed below

Please see the attached overview of results from the Patient Survey 2014.

Altogether 151 completed local practice survey forms were returned and 10 small feedback forms were also received. The Survey was collated by PPG Members.

How we provided the PRG with the opportunity to discuss the findings of the local practice survey

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Following completion of the local practice survey we met with the PPG to discuss the findings in preparation to produce our Action Plan.

The Clinicians in the Practice and Staff members were asked to view the results and put any ideas forward to help produce the Action Plan. A meeting was arranged with members of the PPG and practice representatives, both clinical staff and the Practice Manager. During the meeting the findings of the local practice survey were discussed at length.

The results were displayed on a freestanding PPG display in the waiting room area. Patient feedback forms were available.

How we agreed an action plan with the PRG based on the findings of the local patient survey

During the meeting to discuss the results from the survey, there was a lengthy discussion regarding the draft Action Plan.

It was reported that the response had been very good, with 151 surveys completed. There was a good male / female ratio, and a good spread of age range.

The information was collated to produce a results document and an Action Plan. The following were produced:-

Results of Patient Survey 2014 for DES Additional Survey Comments / Issues Raised Action Plan

These were distributed to all PPG members and some practice staff so that any comments could be made.

A further meeting was planned to discuss / approve the draft documents to enable the required report to be produced.

Areas which were highlighted from the findings of the local practice survey where we were unable to take any action and why

Increase in the number of Doctor appointments – 8am-9am, after 6pm and weekends – financial constraints at present but Nurse Practitioner available for triage from 9:00am. The nurses start to see patients at 8:30am.

Increase in the number of Doctor appointments – after 6pm and weekend – financial constraints at present but relatively few patients requested these times.

Car parking – Practice unable to increase capacity due to amount of ground available.

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2013/14 Action Plan

2013/14 Action Plan (and how this relates to the findings of the local practice survey)

Please find attached copy of the Action Plan which has been produced following the Local Patient Survey 2014.

The Action Plan shows each Question Aim and a plan has been drawn up in respect of each area.

The emphasis is on appointments and aspects that could impact positively on these eg. reducing DNAs (using patients’ ideas), increasing the number of acute patients by a willingness / ability to self-care with the help of health professionals, education through Health Promotion Topics (listed by patients). Encouraging patients to reserve appointments, 5:30 to 6:00pm for working patients and attending in the daytime if possible, patients attending surgery appropriately (Choose Well Campaign).

Also encourage online prescription ordering and investigate online appointment booking facilities to free, to some extent, reception staff and amount of time spent on the telephone.

Establish level of interest in the Coffee Time for Carers and Friends / Health Promotion Events.

Communication with patients via Newsletter (whole practice / PPG effort) Flat Screen, Website, NHS Choices.

Significant changes we plan to make to the services the practice provides

To continue to involve Whole Staff Practice strategies with PPG assistance where appropriate to allow the plan to develop.

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The changes we plan to make are:-

Increased appointment availability through reduction of DNAs and patients attending appropriately The DNA Practice Protocol has been changed to deal with regular DNAs

Increased communication with patients through Flat Screen (to replace our broken one), Newsletter and website

Making appointments online – At the moment patients are unable to do this, however we are looking into the feasibility for this, which should now be possible now that we have migrated to Emis Web

Privacy – We already display posters to let patients know that there is a room available if they wish to speak in private. We plan to include a message about this in the next Newsletter

How we publicised the local patient survey results and action plan to our registered patients

The survey results and the Action Plan have been made available to our registered patients

Use of the Notice Board

Freestanding display in the waiting room

On the Practice Website

Future – Flat Screen and Newsletter (Sub Group date currently being planned)

Link to practice website where this report and related information can be found

www.boothstownmedicalcentre.co.uk

2012/13 Action Plan – overview of progress against last year’s action plan

N/A as Boothstown Medical Centre did not participate in the 2012/13 Directed Enhanced Service for the

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PPG.

Patient Access

Practice Opening Hours

Monday 8:00am to 6:00pm Telephone lines open until 6:30pm

Tuesday 8:00am to 6:00pm Telephone lines open until 6:30pm

Wednesday 8:00am to 1:00pm

Thursday 8:00am to 6:00pm Telephone lines open until 6:30pm

Friday 8:00am to 6:00pm Telephone lines open until 6:30pm

Saturday Not open

How to access services throughout core hours i.e 8.00am – 6.30pm Monday to Friday

Face to face 8:00am to 6:00pm (1:00pm Wednesday)

Telephone 8:00am to 6:30pm (1:00pm Wednesday)

Email for prescriptions

Fax

Extended Hours

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N/A

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