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Patient Participation Report 2013/14

This report summarises the development and outcomes of the Patient Reference Group (PRG) in 2013/14.

The report contains:

1. A profile of the PRG.

2. Priorities for the 2013/14 patient survey and how they were agreed with the PRG. 3. Method and results of the patient survey. 4. How the survey findings were discussed and changes agreed with the PRG. 5. Details of the Action Plan agreed with the PRG. 6. Confirmation of practice opening times.

1. Profile of the PRG

The Partners

Dr Neil Brodbin M.B.,Ch.B., (Liverpool 1980) D.R.C.O.G. Family Planning Certificate. Joined

the Practice in 1984.

Dr Stephen Donlan M.B., C.h.B., (Manchester 2006) MRCGP, DFSRH, BSc.Hons. Joined the

practice in 2012.

Dr Emily Morton M.B., C.h.B., (Birmingham 2001) D.R.C.O.G., MRCGP. Joined the Practice in

2013.

Salaried GP

Dr Nichola Dennis MRCGP.2004, MBBS, 1999

The Team

Practice Manager: Karen Hornby is here to help with any administrative or non-medical

aspects of your healthcare. She is also available to discuss suggestions or complaints. She is

supported by eight Receptionists and two Practice Secretaries.

Nurse Clinician: Kim Robinson has had extended training such that she can consult

independently from a Doctor, Kim can consult minor ailments such as coughs, colds, earache,

sinusitis, cystitis, rashes, acne, conjunctivitis, sprains, backache and Chronic Disease

Management such as diabetes, CHD, hypertension and asthma. You can also see Kim for

cervical smears, contraception checks and HRT.

Practice Nurses: Alison Marnick and Gill Chamney. They see patients for dressings, ear

syringing, health promotion clinic and Chronic Disease Management etc.

Health Care Assistant: Janice Ainslie. She supports the practice nursing team.

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Attached and Associated Team: Members include Health Visitors, District Nurses, Community

Matron, Midwives, MacMillan Nurses, Community Psychiatric Nurses, Alcohol Support Workers,

Counsellors, Drug Support Worker, Support Workers for the Elderly and Phlebotomist.

Clinics and Other Services

Antenatal Clinic Childhood Vaccinations Asthma, Diabetes, Hypertension, Clinic Coronary Heart

Disease, Well Woman Clinic and Smears, Post Natal Clinic, Travel Vaccinations, Weight and

Diet, Child Development clinic, Minor Surgery, Joint Injections and Cryosurgery Counselling,

Drug Addiction Clinic and Smoking Cessation Phlebotomy

Clinical Commissioning group The Practice is active in Wirral GP Commissioning

Consortium and Peninsula Health LLP

Medical Students Commonfield Road Surgery is a recognised teaching centre for the

University of Liverpool.

The Premises Commonfield Road Surgery is well placed to serve the community of

Woodchurch and surrounding suburbs. Wirral offers excellent leisure facilities, schools and easy

access to Liverpool, Chester and North Wales.

The Practice Area Woodchurch and the surrounding districts of Upton, Greasby,

Prenton, Arrowe Park and Thingwall.

Training The surgery is closed approximately one afternoon every six weeks for training as

protected learning organised by the Primary Care Trust.

Patient Participation Group: Meets regularly at Commonfield Road Surgery and is called

Commonfield Voice. There is also a virtual group who receive email information about the group

and newsletters electronically.

Practice population summary:

The practice population broken down in to age groups

0-4yrs 210

5-16yrs 532

17-24yrs 425

25-34yrs 508

35-44yrs 531

45-54yrs 640

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55-64yrs 599

65-74yrs 393

75-84yrs 280

85-89yrs 62

90yrs+ 45

Ethnicity is mixed from British White/Mixed British white, Irish, Chinese, Indian and black African.

PRG profile

The PPG group is aged between 41-80 years and is made up of male and female members.

Ethnicity of the PPG group is British/mixed British

The PPG group regularly visit the practice and hold meetings at least once her two /three months.

Commonfield Voice also has a Virtual Patient Group which consists of 44 members of mixed ethnicity and age range.

2. Priorities for the survey and how they were agreed with the PRG The PPG set the questions for the survey and discussed creating a survey for secondary care feed back from patients, the format was agreed at PPG meeting and the survey from the previous year used as a template. 3. Method and results of patient survey

0

5

10

15

20

25

45-54 55-64 65-74 75-84 85-89

patient age

group

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The Patient Group compiled the survey questions after agreeing the format to use, they surveyed the patients over 2 days in July 2013 to gain a variety of different patients to include different clinics, in order to gain feedback from across the practice population.

Commonfield VoicePatient Participation Group

Patient Survey15th & 17th July 2013

By Gary Simnor, Carolyn Caldicott, David Avison & Joan Cope

57 patients included in the survey

Question 1.

Did you find it easy to make an appointment with the GPDid you find it easy to make an appointment with the GP

Poor

Fair

Good

Very Good

Excellent

5

Question 2.

Satisfaction with the day and time arranged for your appointmentSatisfaction with the day and time arranged for your appointment..

Poor

Fair

Good

Very Good

Excellent

Question 3.

Chances of seeing a doctor within 48 hoursChances of seeing a doctor within 48 hours

Poor

Fair

Good

Very Good

Excellent

No Answer

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Question 4.

Opportunity of speaking to a doctor on the telephone when necessOpportunity of speaking to a doctor on the telephone when necessaryary

Poor

Fair

Good

Very Good

Excellent

No answer

Question 5.

Comfort level of waiting room (e.g. Chairs, magazines)Comfort level of waiting room (e.g. Chairs, magazines)

Poor

Fair

Good

Very Good

Excellent

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Question 7. about the doctor…..

My overall satisfaction with this visit to the doctor isMy overall satisfaction with this visit to the doctor is…………

Poor

Fair

Good

Very Good

Excellent

Question 8.

This doctors consideration of my personal situation in deciding This doctors consideration of my personal situation in deciding a treatment or advising me a treatment or advising me

was..was..

Poor

Fair

Good

Very Good

Excellent

No answer

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Question 9. About the staff……

The manner in which you are treated by reception staffThe manner in which you are treated by reception staff

Poor

Fair

Good

Very Good

Excellent

Question 10.

The opportunity for making compliments or complaints to this praThe opportunity for making compliments or complaints to this practice about its service and ctice about its service and

qualityquality

Poor

Fair

Good

Very Good

Excellent

No Answer

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Question 11.

The information provided by this practice about how to prevent iThe information provided by this practice about how to prevent illness and stay healthy (e.g. llness and stay healthy (e.g.

alcohol use, health risks of smoking, diet habits, etc) was..alcohol use, health risks of smoking, diet habits, etc) was..

Poor

Fair

Good

Very Good

Excellent

No Answer

Question 12.

My overall satisfaction with this practiceMy overall satisfaction with this practice…………....

Poor

Fair

Good

Very Good

Excellent

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Any other commentsAny other comments………………………………....

None fine.

Excellent practice.

Always very kind.

Well done. Dr Hughes happy retirement. Dr Kathy Massey great doc, thank you.

Reception to open, touch screen can be seen.

Excellent service always. Sympathy and understanding.

Parking is limited, maybe two staff on reception at busy times like baby clinic, INR clinics etc.

Pleased with overall treatment.

4. How the survey findings were discussed and changes agreed with the PRG

At our PPG meeting on 2nd September 2013, action plan agreed. 5. Action plan agreed with the PRG

You said… We did… The result is…

Increase patient engagement Leaflet drop New leaflet have now been printed and ready to deliver

As above

Advert in local parish magazine

Advert placed in local parish magazine

Parking spaces Obtained funding to increase capacity

Negotiations still on going

Waiting room Re arranged the waiting room The waiting room was best

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seating severed in the original format

Information in reception Notice boards were reviewed and up dated the reception area folder was reviewed and updated by PPG member

All information reviewed in waiting.

Commonfield Road Surgery Patient Participation Action Plan 2013/4

Commonfield Voice

Objective Actions Responsibility Timescale Resources/Funding Progress

To increase level of

communication

with patient

population and

raise the profile of

Commonfield Voice

1. Advert in local parish magazine

2. PPG to survey patients and raise the profile of the group using promotional materials

KH

GS, CC, JC & DD

£170.00 parish magazine

NIL

Increase Parking

spaces

1. Contact Local Authority regarding a drop off point

KH

Over next 3

months

TBC

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Identify Carers

1. Invite a member of Wired to tale to PPG about the best way of increasing and educating hidden carers

2. To obtain display material from Wired for the waiting room

CC

All group

members

For next PPG

meeting

26/8/13

Long term

conditions

1. To ask for CCG input for helping our patients with LTCs using Expert Patient Programme. To attend CCG PPG meeting to promote the use of EPP.

GS Over next 12

months.

Appointment

system – DNA

appointments

.

1. To review DNA patients numbers

KH Over the next

6 months

6. Opening times

As a result of the survey we not changed out opening times. They are list below: Monday 8am – 8pm Tuesday 8am – 6.30pm Wednesday 8am – 6.30pm Thursday 8am – 6.30pm Friday 8am – 6.30pm Saturday Closed

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Sunday Closed We are closed for all bank holidays.

You can call the surgery on 0151 677 0016 The surgery reception is open 8am – 6.30pm Tuesday to Friday, Monday 8pm. Please ring the door bell between 1pm and 2pm. Surgery times are: 8.30am – 11.20am and 2pm- 6.30pm.

We are open at evenings and weekends and you can pre book appointments on 0151 677 0016 or call in to the practice. Outside of these times please call 0151 677 0016 and listen to the information provided regarding out of hours provision.

7. Extended hours

Tuesday Evenings.