Patient Participation Group (PPG) Patient Experience Survey – Access

Analysis and Report

Background The generation of this report, collation and presentation of patient feedback is vital to the practice maintaining an objective of ensuring patients are involved in the quality of services and types of services offered and commissioned by the practice.

Our aim of seeking input from our diverse patient groups and obtaining an insight of their varying needs to effectively manage and meet patient demand.

Our efforts whilst engaging in the above activities is supported by the requirements of the Patient Participation Direct Enhanced Service (DES): guidance and audit requirements for 2011/12, 2012/13, 2013/14. Profile of PPG Members We have approximately 51 members in our PPG group, of which we have about 15 who regularly attend our monthly meetings. (2ndThursday of each month) Age

Under 16 0 17–24 0 25-34 2 35-44 4 45-54 10 55-64 10 65-74 14 Over 75 11

Sex Male: 17 Female: 34 Ethnicity African 1 Caribbean 3 Asian 1 Chinese 1 Black British 1 English 15 Black Other 1 Ghanaian 1 Black Caribbean 1 Greek 1 British Indian 1 Greek Cypriot 5 British Mixed 2 Indian 1 Irish 2 Malaysian 2 Nigerian 1 South African 2 Turkish 4 Unknown 1 White Other 4 Social Factors Employed 14 Unemployed 3 Retired 18 Unknown 15 Student 1 Disability(Known) 3

The practice has a young patient population under 45years. The current membership identifies patients from various ethnic backgrounds, clinical domains (although not highlighted in this report) and there is a mixture of employed, unemployed and retired status amongst the group. The least represented group of patients is from 17 – 44 years old. The previous survey also identified the need to engage with this patient group and we have considered the introduction of a virtual PPG. However after further consultation with our PPG members, a decision has been made for the practice to deliver this service via a secure access point. The practice is currently in talk with its software provider to try to attain this requirement. Summary A total of 600 surveys were distributed via Clinicians, Reception staff, Administrators (by post) and made available on-line, over a period of ten weeks. We also displayed posters throughout the practice asking patients to complete the survey. We analysed all surveys submitted in 2013/14 and discussed the key areas of concern at our monthly PPG meetings. The main areas of discussion were: The Appointment System

- Appointment Availability - High rate of DNA’s - Waiting times to see GP’s

Telephone System Call Management

The practice has achieved a number of the targets set out in the 2012-13 report.

Problem Solution Action taken Inability to book appointment with named GP

• Provide patient with information regarding GP availability.

• Display in-house

notices and update status in patient leaflet/website

• Indentify other patient

information display service options

PPG Notice board & website updated with GP information - Ongoing New Patient Display Screen installed. (Envisage) Vision Online Service (VOS) enabled for the booking of appointments. GP sessions are under constant review.

Lack of appointments available

• Ensure appointments being booked for the appropriate clinical area

• Review overall

appointment options within the clinical system and supporting service

• Increase patient

awareness of the benefits associated with cancelling booked appointment.

Staff awareness increased through team meetings to support the importance of information for appointment bookings. -Ongoing GP Triage enhanced by increasing the number of GP’s taking part every morning. Access to Patient Partner is currently being reviewed inline with the introduction of VOS. ‘Patient Pal’ text messaging service has enabled the practice to reduce the number of

Improve Patient Contact Detail (Patient Partner) Contact numbers (mobile & landline) are out of date and patients do not inform the practice, when their numbers change.

DNA’s. Although we still need to reduce them further. We have improved our contact database, by having more accurate contact numbers to support the use of SMS text messaging. This is an ongoing effort.

Cost incurred when calling the Practice and call queuing arrangements

The new 0208 / 0300 number went live in January 2013.

We now have monthly meetings with our telephony provider to monitor the use of the system and highlight any concerns.

Inaccurate prescriptions

Review and improve the processes uses for the generation of prescriptions • Consider the work

environment of staff generating prescription – ensure environment conducive to staff being focused and able to concentrate on accuracy of task.

Staff capacity reviewed & rota changes made to support staff being in an environment conducive to concentrating on generating prescriptions.

Time Spent waiting once arrived at surgery for your appointment

• Patient expectations to be managed more effectively with reception notifying patients of any delays upon the patient arrival or during they time in the waiting room.

• GP to improve

communication with Front Desk to support management of patient expectation

Discussed at Practice and Staff Meetings. We have also made individual GP’s aware of their time management. Reception staff is now more proactive in making patients aware of any delays to better manage patient expectations. We continue to use Patient

Display Screen, Website and Waiting Room Announcement. This is an ongoing effort

The Staunton Group Practice PPG Patient Experience Survey (2014)

Number of Responses: 70

Patient Participation Group Patient Experience Survey - ACCESS Your feedback plays an important role in how the Practice operates, so please do not miss this opportunity to have your say! The PPG will be carrying out different surveys covering various topics raised by the PPG. We would like to invite all patients to attend our monthly meeting on the second Thursday of every month at 4pm - Morum House Seminar Room.

Our Patient Participation Group (PPG) is encouraging patients to give their views about how the practice is doing. They would like to be able to ask the opinions of as many patients as possible and are asking people to complete this brief survey and either complete online or hand it in at Reception.

PRACTICE ATTENDANCE Question 1 How would you describe your overall satisfaction with the Practice Opening Hours? Opening Hours are:8.30am to 7.00pm Monday to Friday We are closed for lunch between 12:30 to 2:00pm every day except for Wednesday

Excellent 24% Very Good 34% Good 25% Quite Good 4% Poor 5% Very Poor 2% No response 6%

Question 2 As a service user, please describe how often you come to the Practice?

Regularly - More than 4 visits per year 58% Occasionally - 2 to 3 visits per year 21% Rarely - Less than 2 visits per year 7% Very Rarely - Less than 1 visit per year 5% No response 9%

QUALITY OF SERVICE RECEIVED

Question 1 How would you describe your OVERALL satisfaction with the Quality of the Service you have received in comparison to last year?

Excellent 15% Very Good 24% Good 22% Quite Good 15% Poor 5% Very Poor 1% No response 18%

Question 2 How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from GENERAL PRACTITIONER (DOCTOR)?

Excellent 28% Very Good 27% Good 21% Quite Good 4% Poor 5% Very Poor 0% No response 15%

Question 3 How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from PRACTICE NURSE?

Excellent 20% Very Good 24% Good 22% Quite Good 2% Poor 4% Very Poor 1% No response 27%

Question 4 How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from RECEPTIONIST?

Excellent 21% Very Good 30% Good 20% Quite Good 8% Poor 0% Very Poor 7% No response 14%

Question 5 How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from ADMINISTRATION?

Excellent 10% Very Good 17% Good 18% Quite Good 11% Poor 4% Very Poor 7% No response 33%

Question 6 How would you describe your overall satisfaction with the Quality of the Service you have received in comparison to last year from SECRETARIAT?

Excellent 8% Very Good 17% Good 20% Quite Good 5% Poor 5% Very Poor 7% No response 38%

APPOINTMENT SYSTEM

Question 1 How satisfied are you with The Appointment System - Ease of booking an appointment on the day with 'Any' GP?

Excellent 4% Very Good 12% Good 14% Quite Good 18% Poor 12% Very Poor 18% No response 22%

Question 2 How satisfied are you with The Appointment System - Ease of booking an appointment on the day with a 'Named' GP?

Excellent 2% Very Good 10% Good 4% Quite Good 11% Poor 22% Very Poor 24% No response 27%

Question 3 How satisfied are you with The Appointment System - Ease of booking an appointment up to 2 weeks in advance with 'Any' GP

Excellent 8% Very Good 20% Good 15% Quite Good 17% Poor 12% Very Poor 10% No response 18%

Question 4 How satisfied are you with The Appointment System - Ease of booking an appointment up to 2 weeks in advance with a 'Named' GP?

Excellent 7% Very Good 12% Good 11% Quite Good 17% Poor 20% Very Poor 11% No response 22%

Question 5 How satisfied are you with The Appointment System - Ease of cancelling an appointment?

Excellent 18% Very Good 21% Good 12% Quite Good 2% Poor 2% Very Poor 1% No response 44%

Question 6 How do you normally book your appointments to see a doctor or nurse at the practice? *Online booking coming soon

In Person 34% By Phone 61% Patient Partner (Automated Appointment System) 1% No response 4%

Question 7 Which of the following methods would you prefer to use to book an appointment at the practice?

In Person 20% By Phone 41% Online 18% No preference 15% No response 6%

Question 8 How satisfied are you with our texting (SMS) service for appointment reminders?

Excellent 34% Very Good 24% Good 11% Quite Good 2% Poor 2% Very Poor 0% No response 27%

CONTACTING THE PRACTICE Question 1 How would you rate your ease of getting through to the Practice by telephone?

Excellent 5% Very Good 18% Good 21% Quite Good 17% Poor 18% Very Poor 11% No response 10%

PRESCRIPTIONS Question 1 Please score your satisfaction with the Electronic Prescription Service (EPS) Please leave this question blank if you do not use this service?

Excellent 10% Very Good 11% Good 18% Quite Good 1% Poor 2% Very Poor 2% No response 56%

Question 2 How would you describe your satisfaction with the Repeat Prescription Service - COLLECTING YOUR OWN REPEAT PRESCRIPTION? All prescriptions are prepared for collection 72hrs after the time of drop off - NOTE: Prescriptions dropped off at/after 6.30pm will be processed on the basis of next day morning receipt

Excellent 11% Very Good 20% Good 14% Quite Good 11% Poor 2% Very Poor 4% No response 38%

Question 3 How would you describe your satisfaction with the Repeat Prescription Service - REPEAT PRESCRIPTION COLLECTED ON YOUR BEHALF? All prescriptions are prepared for collection 72hrs after the time of drop off - NOTE: Prescriptions dropped off at/after 6.30pm will be processed on the basis of next day morning receipt

Excellent 12% Very Good 14% Good 8% Quite Good 8% Poor 2% Very Poor 0% No response 56%

Question 4 How do you normally order your repeat prescriptions? *Online repeat prescription ordering coming soon

In person 28% Pharmacy 34% Email 15% No response 23%

Question 5 Which of the following methods would you prefer to order your repeat prescriptions?

In person 15% Pharmacy 30% In a prescription box 8% Online 22% No response 25%

WAITING TO BE SEEN Question 1 How long do you usually spend waiting to be seen by a clinician, beyond your appointment time, once you arrive at the surgery for a GENERAL PRACTITIONER appointment?

Over 30 minutes 22% 20-25 minutes 25% 15-20 minutes 18% 10-15 minutes 12% 5-10 minutes 4% On time 1% No response 18%

Question 2 How long do you usually spend waiting to be seen by a clinician, beyond your appointment time, once you arrive at the surgery for a PRACTICE NURSE appointment?

Over 30 minutes 7% 20-25 minutes 12% 15-20 minutes 21% 10-15 minutes 14% 5-10 minutes 12% On time 8% No response 26%

PREMISES Question 1 How would you describe your satisfaction with the Practice Premises - Disabled Access for those with physical/sensory impairment?

Excellent 15% Very Good 14% Good 22% Quite Good 2% Poor 0% Very Poor 2% No response 45%

Question 2 How would you describe your satisfaction with the Practice Premises - Cleanliness of building internal?

Excellent 17% Very Good 41% Good 27% Quite Good 5% Poor 1% Very Poor 0% No response 9%

Question 3 How would you describe your satisfaction with the Practice Premises - Cleanliness of building external?

Excellent 12% Very Good 40% Good 24% Quite Good 12% Poor 1% Very Poor 0% No response 11%

Question 4 How would you describe your satisfaction with the Practice Premises - Information available throughout the Practice - leaflets, posters, patient call system etc.?

Excellent 11% Very Good 30% Good 38% Quite Good 7% Poor 5% Very Poor 0% No response 9%

CARE GIVEN BY THE PRACTICE Question 1 In general, how satisfied are you with the care you get at the Practice?

Very 34% Fairly 35% Neither Satisfied nor dissatisfied 8% Quite dissatisfied 10% Very dissatisfied 5% No response 8%

Question 2 Would you recommend Morum House Medical Centre to someone who has just moved to the local area?

Yes 48% Might 14% Not Sure 17% Probably not 5% Definitely not 8% Don't Know 0% No response 8%

ABOUT YOU To make sure we try to speak to a representative sample of the patients that are registered at this Practice, are you?

Male 25% Female 58% No response 17%

Are you?

Under 16 1% 17 - 24 4% 25 - 34 14% 35 - 44 15% 45 - 54 25% 55 - 64 12% 65 - 74 14% Over 75 10% No response 5%

Are you?

White British 27% White Irish 4% White Other 14% Mixed White & Black Caribbean 1% Mixed White & Black African 1% Mixed White & Asian 0% Asian or Asian British Indian 7% Asian or Asian British Pakistani 2% Asian or Asian British Bangladeshi 0% Black or Black British Caribbean 10% Black or Black British African 4% Chinese 2% Any other ethnic group 14% No response 14%

Do you have carer responsibilities for anyone in your household with a long-standing health problem or disability?

Yes 8% No 85% No response 7%

The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you, and sets out rules to make sure that this information is handled properly.

Please provide additional feedback for the PPG to review. Please include specific reference to improvements and suggestions in your comments.

If you are happy for us to contact you regarding any aspect of this survey, please provide your contact details below (Name; Address; Telephone - home/mobile; Email) Or email: staunton.group@nhs.net

We are working with an external organisation to identify a secure site for a 'Virtual PPG Area', via our Practice Website www.morumhouse.nhs.uk

Please let us know if you would like to receive information nearer the time

Yes (please give your email address) 21% No 35% No response 44%

Your email address

Thank you for taking the time to complete this survey

The results of all PPG surveys will be publicised on the PPG Notice Board in Reception and on the Practice Website - http://www.morumhouse.nhs.uk/

Conclusion & Recommendations It is clear from the Patient Satisfaction Survey that there are patients who like and dislike the same things, so it will be very difficult, if not impossible, to please all of our patients all of the time. We all have to accept that that is the reality. The survey revisited areas from the 2012/13 patient survey to maintain focus on performance throughout 2013/14. The PPG meetings held throughout 2013/14 have been instrumental to discuss, monitor and review aspects of the survey findings. The booking of appointments - In advance, with a ‘named GP’ – the overall availability/allocation of appointments is an area in which the practice needs to continue to make improvements.

Area Action Repeat Prescription requests Need to encourage patients to use Electronic

Prescription Service (EPS) and the online service, which is safer and popular for those that know about it. Advertise this area and its benefits on the website and via the right hand side of prescriptions.

Online Appointment Booking A popular request by patients. This service is now available and we will continue to raise awareness amongst our patients.

1. Patient Notices (Posters) in the waiting areas.

2. Website notice. 3. Appointment confirmation/reminder SMS.

Telephone System An assessment of the telephone system is ongoing. We have and will continue to make adjustments to improvement patient access. We are holding meetings every 2 weeks with our telephony supplier to monitor and review the system.

Waiting Time in the surgery 1. Notices will be displayed explaining why surgeries may be running late.

2. Receptionists to be proactive with managing patient expectations.

3. Monthly reviews of Waiting time reports for GP’s.

PPG Group 17-44 yearly poorly represented – need to improve this next year – maybe by sending out an SMS message/email to this specific group asking them to complete the survey online.

Communication

Based on patient comments/feedback and complaints received, we are continuing our efforts to ensure that staff has the necessary training to provide effective Customer Service. It is necessary for staff to maintain and update their knowledge/understanding of the services provided in relation to practice policies, protocols and how this is reflected within the appointment system. This will achieved via in-house staff workshops

Of patient who completed the 2013/14 survey – 48% definitely would recommend Morum House Medical Centre to someone who has just moved to the local area. This is encouraging in these challenging times.

The role of the NHS has changed and continues to change. The practice has a committed and loyal team both clinical and non-clinical, who will continue to support the practice goals in the provision of general medical services and enhance the patient experience. Acknowledgements The PPG members and practice management team would like to thank all patients who have taken the time to submit their patient survey via the practice website or handing in their completed survey at reception. We thank all our patients for letting us know when areas of our service have not gone according to plan and for those occasions when the service has been exemplary. All practice staff and patients have played an important role in what we have achieved today and so we thank you all for your input and continued support as we work toward improving the experience for you our stakeholders. Please join us at our monthly PPG Meetings held on the second Thursday of every month in Morum House Seminar Room at 4:00pm.