documents/word/2014... · web viewthe opinions, suggestions and feedback highlighted in the ppg...

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2014-2015 PATIENT PARTICIPATION ENHANCED REPORT – DR SHANTIR’S PRACTICE

PRACTICE CODE F86626

PUBLISHED ON 3/24/2015

PUBLISHED BY: IT AND ADMINISTRATION TEAM

Waltham Forest Area Team2014/15 Patient Participation Enhanced Service Report

Practice Name: Dr Shantir’s Practice, Forest RoadPractice Code: F86626Postcode: E17 5JLSigned on behalf of the practice: Amal Shantir Date: Saturday, 06 May 2023Signed on behalf of the PPG: Wendy Peart Date: Saturday, 06 May 2023

1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG)

Does the practice have a PPG? Yes No Method of engagement with PPG: Face to face Email Other (please specify Link on WebsiteNumber of members of PPG: 20

Detail the gender mix of practice population and PPG:

% Male FemalePractice 2719 2394PRG 10 10

Detail of age mix of practice population and PPG:

% <16 17-24 25-34 35-44 45-54 55-64 65-74 >75Practice 889 417 1289 1010 596 298 235 219PRG 1 1 4 3 10 1

Dr Shantir’s Practice 2014/2015 Patient Participation Enhanced Service Report P a g e | 2 of 29

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Detail the ethnic background of your practice population and PPG:

White Mixed Multiple Ethnic GroupsBritish Irish Gypsy Or Irish Traveller Other White White & Black African White & Asian Other Mixed

Practice 1059 104 2 1661 58 32 128PRG 9 2 3

Asian/Asian British Black/African/Caribbean/Black British

Other

Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other black Arab Any otherPractice 104 760 46 77 345 182 104 125 396PRG 3 3 1

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnicbackground and other members of the practice population:

A Meeting held on 21.3.2015 between 12:30 – 15:30 at Forest Road Medical Centre.Hosts

Dr. D. Shantir (Principal General Practitioner) Admin Staff including Bakhtawar Bibi & Iram Mughal.

Mrs. A. Shantir (Practice Manager) David Cook (Website Administrator)

Attendees: Apologies: Mr. Leonard Sweet Mrs. Doreen Sweet Mr. Patrick Moss Mrs. Maureen Moss Mr. Norman

Mr. Roger Drapper Mr. Charles Chute

Mr. Gilbert Horsman Mrs. Maureen Horsman Mr. Zahoor Hussain Mrs. Nisa Hussain Mr. Everett Peters

Mrs. Tina Wood Mr. Roy Chandler Mrs. Betty

Chandler Mr. Zahid Ali


Blackwood Mr. Mia Gitay

Mrs. Galya Georgieva Mrs. Wendy Peart

Miss. Naseem Chaudhury

DISCUSSION AND FORWARD PLANNING

1. Presentation of Patient Questionnaire Results 2014/2015

Discussion of Patient’s Questionnaire Results. (As attached in the PRG Survey Report 2014/2015). An electronic report was generated on a projector displaying a graphical presentation with diagrams of the results obtained on completion of the patient questionnaire. The individual results were discussed with the PPG members.

2. New changes within the practice

New Salaried General Practitioner. Advert for a nurse practitioner. The new IT system Emis Web

3. Introduction of new services within the practice

Electronic prescribing. Patients Summary Care Records. Patient Access such as booking online appointment, requesting repeat prescriptions, viewing personal

medical history and records etc

4. The possibility of expansion & adding new consulting rooms

The other practice in the centre is moving to another address. If this happens then we need more doctors hours & possibly employing another salaried General

Practitioner & more nursing hours. Expansion on other services such as Spirometry, Smoking Cessation Advice, Intra-Uterine Devices Service

for birth control etc


5. Discuss strong & weak points in our service such as telephone music to be changed.

Forward Action PlanThe opinions, suggestions and feedback highlighted in the PPG meeting 2014/2015 on 21.3.2015 would be reviewed and considered by the practice’s primary care team. It would be brought into action in the coming 6-8 months. Further, PPG meeting for the year 2015/2016 would be scheduled within the next 9-10 months and patient would be notified and invited via telephone, emails, post and website and poster advert. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?

Yes No

If you have answered yes, please outline measures taken to include those specific groups and whether those measures weresuccessful:



2. Review of patient feedback

Outline the sources of feedback that were reviewed during the year:

The use of physical and web-based questionnaires via the reception and clerical staff of the practice and Survey Monkey. Viewing our page on NHS Choices and responding to patient’s comments.

All our promotional material is available both in-house and online.

We have posters advertising the PRG both in our waiting areas and on our reception desk, as well as animation and links to PRG applications, PRG questionnaires, practice leaflets and so on.

The staff, should they run out of the documents, have been trained and shown where to download and print these documents.

There is also a main folder which is easily accessible to the clerical staff. This folder is maintained by our website developer, who constantly monitors the survey monkey questionnaires and also monitors out FFT (Friends And Family Test) scoring

The total number of random patients that responded to the survey was 125, and the questions that were asked were discussed and approved with the PRG group in the annual meeting held last year on March 22nd 2014.

A variety of communication methods were used to obtain as many questionnaires as possible by the 13 th March 2015, to allow the data collected more accurate and precise.

Questionnaires;

Were handed out and completed by patients either before or after an appointment Were posted and emailed to house-bound patients Sent via patient e-mail addresses Were completed online via the use of Survey Monkey


Only 125 questionnaires in total were received back before the deadline out of 200. We hold a diverse cultural community in our practice and have several doctors who can speak Plain English, Arabic, Urdu, Punjabi, Hindi and Polish. This allows us to accommodate a vast majority of our patients practice list.

The following tables and charts illustrate the ethnic backgrounds, age and gender of the patients who participated in the survey:

AGE RANGE NUMBER PERCENTAGE<16 10 8%

17-24 29 23%

25-34 25 21%

35-44 4 3%

45-54 30 24%

55-64 14 11%

64-74 10 8%

>75 3 2%

Total 125 100%

GENDER NUMBER PERCENTAGEMale 77 62%

Female 48 38%

Total 125 100%

ETHNICITY NUMBER PERCENTAGEWhite 35 28%

Mixed 17 14%

Asian or Asian British 43 34%

Black or Black British 15 12%Other Ethnic Background 11 9%

Not Stated 4 3%

Total 125 100%


<16

17-24

25-34

35-44

45-54

55-64

64-74

>75

0% 5% 10% 15% 20% 25% 30%

8%

23%

21%

3%

24%

11%

8%

2%

Male

Female

0% 10% 20% 30% 40% 50% 60% 70%

62%

38%

PRG GENDER RANGE PRG MEMBER AGE RANGE


White

Mixed

Asian or Asian British

Black or Black British

Other Ethnic Background

Not Stated

0% 5% 10% 15% 20% 25% 30% 35% 40%

28%

14%

34%

12%

9%

3%

PRG ETHNICITY RANGE

The data was analysed using Survey Monkey. This permitted us to present the outcome in charts and graphs to make it presentable, clear and concise for our patients.

Please see appendix 1How frequently were these reviewed with the PRG?

Once a year, our last meeting was Saturday 21st March 2015.


3. Action plan priority areas and implementation

Priority area 1Description of priority area:

Telephone access – Some patients have shown that they have had some difficulty in contacting the practice, for example ringing at peak times. We currently have 4 lines;

1 designated for faxes and communication with other health organisations 3 lines for communicating with patients

What actions were taken to address the priority?

Extending the opening hours of the lines from 2pm – 6pm, instead of 4pm - 6pm

Result of actions and impact on patients and carers (including how publicised):

Impact on patients

Patients are now able to contact the surgery from 2pm – 6pm, making it easier for them to contact the practice directly.

The out of hours telephone service is available between 12:30pm and 2pm. The rest of the day there is direct contact with the practice.

This is publicised in the website, NHS Choices, and in our reception, waiting rooms and in our practice leaflet.

No impact on carers



Appointment bookings – Some patients have shown that they have had some difficulty in contacting the practice to make an appointment.


Patients have now 2 ways in which to book appointments;

Online, patients are requested to complete and return a registration letter. Contacting the practice directly, via the telephone lines, our telephone lines will now be open the whole day except 12:30pm

– 2pm as above.


Impact on patients

Online appointments – Once their registration letter has been completed and received by the practice, patients should come into the practice to collect their unique registration credentials, with which they can use to register and use the online service.

In the coming months, patients will be able to use this service to also view online prescriptions and ask for help and advice when they feel it is needed.


No impact on carers



Receptionists – From our feedback on our NHS Choices page, most patients have commented on the service that they receive from the receptionist.


Because of the workload that that the receptionists are under when it comes to answering telephones, for example telephone bookings, we have introduced the online appointment booking system, this should take some pressure of our receptionists.

The link to this service is advertised both on the practice website and in our reception and waiting room our telephone lines will now be open the whole day directly except 12:30pm – 2pm as above, where patients can contact the surgery via our out of hours service.

Our receptionists have been shown and trained on where to download and access specific documents, such as practice leaflets, PPG applications, questionnaires etc, and will be relaying this to patients.

See appendix 2


Impact on patients

Patients are now able to contact the surgery from 2pm – 6pm, making it easier for them to contact the practice directly.


No impact on carers


Progress on previous years

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

There haven’t been many changes to the service given to the patient over the last year, what remains are the concerns of patients trying to get through to the surgery throughout their opening times, and the receptionists manner when in conversing with a patient either on the telephone or in face-to-face situations over the desk.

Although this is a concern it has been highlighted and as of March 2nd 2015, the practice has started to rollout the use of online appointment booking, which will over the next couple of months, allow patients to handle prescriptions and update their own patient details from their own personal computer or tablet device.

There is sufficient promotional material within the surgery and on the surgery website to support and make the patients aware of this new service.

The practice has also seen a transition in the hiring of new medical and clinical personnel as staff have retired and moved on to further things, so we are at a point where we are spending time with the newer staff, in training them to help deliver an improved service to our patients.

The website, itself is in a state of change, every time that something changes, the change is date-stamped. All new documents have been added to the documents page, and the site has just been tidied up and reviewed according to NHS updates. With regards to promoting the website, its presence is highlighted in our waiting areas and on our reception desk, as well as through word of mouth and emails to patients.

We have also taken the opportunity recently to update our page on NHS Choices, viewing what patients have reported in their online reviews and taking them into consideration on how we can improve, this is where the online appointment booking comes into play, as 99% of the patient reviews focuses around the answering of our telephones and front of house staff.

These 3 areas, we believe are the 3 most essential areas that we need to focus on.


WEBSITE LINKS Dr Shantir’s Practice - http://www.drshantirpractice.co.uk/ Dr Shantir’s Practice Documents library - http://www.drshantirpractice.co.uk/Documents.htm Online Appointment - https://patient.emisaccess.co.uk/Account/Login?ReturnUrl=%2f Survey Monkey Questionnaire - https://www.surveymonkey.com/r/SPLV7R2 Report 2011 – 2014 - http://www.drshantirpractice.co.uk/Website%20Documents/Surveys/Survey2014.pdf


http://www.drshantirpractice.co.uk/Website%20Documents/Surveys/Survey2014.pdf

https://www.surveymonkey.com/r/SPLV7R2

https://patient.emisaccess.co.uk/Account/Login?ReturnUrl=%2F

http://www.drshantirpractice.co.uk/

4. PPG Sign Off

Report signed off by PPG: Yes No

Date of sign off: Saturday, 06 May 2023

1. How has the practice engaged with the PPG:

For the last 3 years we’ve been running a PPG group, meetings and results are published online on the practice website.

2. How has the practice made efforts to engage with seldom heard groups in the practice population?

Advertised material in waiting rooms, notice boards, front desk area, website, and discussed in appointments (face-to face).

3. Has the practice received patient and carer feedback from a variety of sources?

Yes

4. Was the PPG involved in the agreement of priority areas and the resulting action plan?

Yes



5. How has the service offered to patients and carers improved as a result of the implementation of the action plan?

Patients have been made aware of changes online and in our reception and waiting room areas. From recent history, patients have shown concerns with residential parking restriction. As a result of the previous

meeting, a letter was sent out. From the survey and meeting, patients have requested that the practice extend their opening hours to include those who

work late and can’t attend appointments during working hours (9am-5pm), therefore hours were extend on Mondays till 7.30pm, Tuesday, Wednesday and Friday until 7pm.

Patients found that the telephone lines were busy at times and requested that the lines had to be extended therefore lines will be open from 2pm – 6pm (for details see priority area 3). We have 3 lines constantly on the go, therefore we have introduced online booking appointments to assist with patient access and ease the workload of the receptionists.

6. Do you have any other comments about the PPG or practice in relation to this area of work?

We have a good co-operative relationship with our PPG member’s and we rely on them in receiving feedback from the community which the surgery serves as well as updating changes and developments in the service patients are given.


APPENDIX 1 – SURVEY QUESTIONS AND ANSWERS

1. When did you last attend your GP surgery?

Option Responses PercentageLess than 6 months 99 80%Between 6-12 months 13 10%More than 12 months 13 10%Total 125 100%

The majority of the patients (80%) who participated in the survey said that they had attended appointments at the surgery in less than 6 months.

10% of the patients attended appointments between 6-12 months.

10% of the patients attended appointments in more than 12 months.

Less than 6 months Between 6-12 months More than 12 months0%

10%

20%

30%

40%

50%

60%

70%

80%

90%80%

10% 10%


2. In the past 6 months how easy have you found the following;

a. Getting through to the surgery via telephone?

Option Responses PercentageNot very easy 40 32%Very easy 38 30%Fair 33 26%Good 7 6%Excellent 7 6%Total 125 100%

The majority of the patients (32%), which was a increase of 6% from 2013 – 2014 (26%) reported that it is not very easy to get an appointment, via the telephone. Again we stress, that our phone lines are constantly very busy and we do our best to try all calls from patients. Not very easy Very easy Fair Good Excellent

0%

5%

10%

15%

20%

25%

30%

35%32%

30%

26%

6% 6%

30% of our patients reported that it was very easy to get an appointment via the telephone with 26% reporting it was fair, 6% reporting that it was good and excellent. We still have 3 lines in use, however we are still receiving calls from patients via NHS 111 and other practices, which are irrelevant and causes delays to our own patients trying to get through to the practice.

We do apologise for any inconvenience this may cause to our patients and we are striving to improve this service. After communication with our local CGG managers we updated our page on NHS Choices and have just recently launched the “Booking Appointments Online Service”. We hope that this takes the weight of the amount of calls answered and received from patients calling the surgery.


b. Getting an appointment with your preferred GP?

Option Responses PercentageNot very easy 11 9%Very easy 50 40%Fair 38 30%Good 26 21%Total 125 100%

40% of our patients found it very easy to get an appointment with their preferred GP, followed by 30% who found it fairly easy.

21% found it was a good experience.

9% reported it wasn’t easy to make an appointment with their favourite GP, a decrease of 7% from 2013-2104 (17%).

Not very easy Very easy Fair Good0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

9%

40%

30%

21%


c. Speaking to a doctor on the telephone?

Option Responses PercentagePoor 6 5%Fair 27 22%Good 48 38%Excellent 44 35%Total 125 100%

35% found the telephone consultations with the doctors to be excellent, a decrease of 8% from 2014-2014.

38% rated it a good experience, an increase of 2% and 27% said it is fairly easy to speak to a doctor on the telephone, an increase of 13%.

However, 5% reported that it was it was a poor experience of trying to reach their favourite GP via the telephone

Poor Fair Good Excellent0%

5%

10%

15%

20%

25%

30%

35%

40%

5%

22%

38%

35%


3. How helpful do you find the receptionists?


50% of our patients found the receptionists very helpful while 35%, an increase of 8% from 2013-2014, found our receptionist to be giving the patients a good experience.

Some of the patients, however did report a 5% poor experience, a small 2% increase from 2013-2014, which we will be addressing to improve our front of house relationships with our patients.


10%

20%

30%

40%

50%

60%

5%

10%

35%

50%

Series1


We have recently taken on new front of house staff and they are in a training transition, we have no doubt that over time they will improve and the patient’s experience will see an improvement.

4. How long after your appointment time do you normally wait to be seen?

Option Responses PercentageI am normally seen on-time 43 34%5-15 minutes 58 46%15-30 minutes 16 13%30 minutes or more 8 7%Total 125 100%

46% of the patients reported that they had to wait for 5- 15 minutes after their appointment time to be seen, no change form 2013-2014. This is mostly because of any urgent or emergency appointments which doctor has to give


34% reported to us they are seen on time, so no change from 2013-2014, while 13% reported to us that they had to wait between 15-30 minutes to be seen, a decrease of 1%.priority.

I am normally seen on-time

5-15 minutes 15-30 minutes 30 minutes or more0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

34%

46%

13%

7%

30% reported to us that they had to wait between 30 minutes or more, a 3% decrease from 2013-2014

5. How do you rate the level of care that you have received from the nurses?



Patients were given four choices to rate the level of care service they obtain from our nurses;

Out of the four choices a huge number of patients voted the level of care received to be excellent was 51%.

While 38% percent believe it to be a good service of care.

7% rated the care obtained from the nurses to be a fair service of care.

4% of the total patient population rated the service of care it as being poor.


10%

20%

30%

40%

50%

60%

4%7%

38%

51%


6. How do you rate the level of care that you received from the GP’s?



Patients were given four choices to rate the level of care service they obtain from our GPs;

Out of the four choices a huge number of patients voted the level of care received to be excellent was 58%.

While 28% percent believe it to be a good service of care.

10% rated the care obtained from the nurses to be a fair service of care.

5% of the total patient population rated the service of care it as being poor.


10%

20%

30%

40%

50%

60%

70%

4%

10%

28%

58%


7. Would you recommend your GP surgery to someone who has just moved to you area?

Option Responses PercentageYes 100 80%No 25 20%Total 125 100%

A vast majority of the patients being 80% said they’ll highly recommend the GP Practice to someone who just moved to Waltham Forest Borough.

20% would not recommend the GP practice to someone who just moved to the Waltham Forest Borough.

Yes No0%

10%

20%

30%

40%

50%

60%

70%

80%

90%80%

20%


APPENDIX 2 – WEBSITE DOCUMENTS LIBRARY

All our documents are available from our online documents library; http://www.drshantirpractice.co.uk/Documents.htm and from our NHS Choices page, http://www.nhs.uk/Services/GP/Overview/DefaultView.aspx?id=44750


APPENDIX 3 – MINUTES MEETING

PATIENT PARTICIPATION GROUP 2014/2015 DR. SHANTIR’S PRACTICE.

Forest Road Medical Centre,

354-358 Forest Road,

Walthamstow,

E17 5JL.

Tel: 0208 520 7115

Meeting held on 21.3.2015 between 12:30 – 15:30 at Forest Road Medical Centre.Hosts

Dr. D. Shantir (Principal General Practitioner) Admin Staff including Bakhtawar Bibi & Iram Mughal.

Mrs. A. Shantir (Practice Manager) David Cook (Website Administrator)


Attendees: Apologies: Mr. Leonard Sweet Mrs. Doreen Sweet Mr. Patrick Moss Mrs. Maureen Moss Mr. Norman

Blackwood Mr. Mia Gitay

Mr. Roger Drapper Mr. Charles Chute

Mr. Gilbert Horsman Mrs. Maureen Horsman Mr. Zahoor Hussain Mrs. Nisa Hussain Mr. Everett Peters Mrs. Galya Georgieva Mrs. Wendy Peart

Mrs. Tina Wood Mr. Roy Chandler Mrs. Betty

Chandler Mr. Zahid Ali Miss. Naseem

Chaudhury

DISCUSSION AND FORWARD PLANNINGI. Presentation of Patient Questionnaire Results 2014/2015

Discussion of Patient’s Questionnaire Results. (As attached in the PRG Survey Report 2014/2015). An electronic report was generated on a projector displaying a graphical presentation with diagrams of the results obtained on completion of the patient questionnaire. The individual results were discussed with the PPG members.

II. New changes within the practice New Salaried General Practitioner. Advert for a nurse practitioner. The new IT system Emis Web

III. Introduction of new services within the practice Dr Shantir’s Practice 2014/2015 Patient Participation Enhanced Service Report P a g e | 30 of 29

Electronic prescribing. Patients Summary Care Records. Patient Access such as booking online appointment, requesting repeat prescriptions, viewing personal

medical history and records etc

IV. The possibility of expansion & adding new consulting rooms The other practice in the centre is moving to another address. If this happens then we need more doctors hours & possibly employing another salaried General

Practitioner & more nursing hours. Expansion on other services such as Spirometry, Smoking Cessation Advice, Intra-Uterine Devices

Service for birth control etc

V. Discuss strong & weak points in our service such as telephone music to be changed.

FORWARD ACTION PLANThe opinions, suggestions and feedback highlighted in the PPG meeting 2014/2015 on 21.3.2015 would be reviewed and considered by the practice’s primary care team. It would be brought into action in the coming 6-8 months. Further, PPG meeting for the year 2015/2016 would be scheduled within the next 9-10 months and patient would be notified and invited via telephone, emails, post and website and poster advert.
