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Eltham Medical Practice

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Eltham Medical Practice Patient

 

Participation Group

 

Report Year 2016/2017

 

Description of the practice population

Eltham Medical Practice has a list size which currently stands at 14341 patients.

53% are female (Greenwich Borough average is 51%) 47% male (average for Greenwich is 49%)

Some selected demographics show that;

41% are between 15-44 years of age (Greenwich average 47%)

25% are between 45-64 (Greenwich average 23%)

8%  are between 65-74 (Greenwich average 6%)

The statistics also show that 14.69% of the list is from a BME population compared with a Greenwich Borough average of 37%. Also 8% are on disability living allowance compared with a Greenwich average of 5%

 

The Patient Participation Group

 

A group was first recruited in 2011.In order to recruit, notices were put up in waiting rooms, on the doors to the clinical rooms and on the website. Clinicians and receptionists continue to encourage patients to join by handing out leaflets before and during routine surgery and also during dedicated clinics such as a diabetic clinic and COPD clinic. Leaflets are also taken to a selection of housebound patients. During the first round of e-mail communication with the group it became clear that the only option to try and ensure that as many of the group as possible could participate in meetings was to hold the meetings in the evening. In the ensuing years we have continued to distribute flyers opportunistically and kept sign up available on our website. The PPG constantly reviews how it can reach new recruits and is considering the use of social media.

 

Profile of the group

The group now currently stands at 10. It is made up of 54% female and 46% male.

  •  53% is  45-64, 23% is  65-74
  • 76% is white British and 24% is Asian or Asian British
  • 84% are owner occupiers
  • 69% are employed 8% unemployed 15% retired and 8% unable to work
  • 38% responded in the recruitment leaflet as having a long term illness, disability or infirmity.

 

The group meets on a regular basis from 5pm – 6.30 pm on a Wednesday evening. The group’s Terms of Reference include the overall aim of the group which is to” facilitate and improve communication between patients and the practice”

 It was agreed that the chair of the group would continue to forward via e-mail agendas, minutes and any other associated information to all 10 of the group in order that those who have signed up but not been able to attend meetings will still be able to contribute.

 

 

Practice Survey

Part of the agenda for each meeting is to review complaints and also determine how action plans from previous reports are being addressed.  In 16/17 meetings have been held on 6th April, 6th July, 28th September 2016 8th February and 15th March 2017.  As per last year’s agreed action plan, complaints were regularly reviewed.  These showed that despite new telephony systems and increased availability to book on line, patients were still unhappy with ease of access to the practice to book appointments. At a PPG meeting on 6th July 2017 the PPG decided that this year’s survey would cover the same questions as the previous year as ease of access was a priority in their view.

It was also agreed that the survey would be distributed exactly as in previous years. Firstly the reception staff would ask patients to take a survey form to complete while they were waiting to see a GP. The surveys would then be ‘posted’ into boxes left in waiting rooms and at receptions. The doctors would also be asked to hand surveys to patients at the end of the consultations and also at the end of ‘dedicated’ clinics such as diabetic. Notices would also be put in waiting rooms encouraging patients to ask for forms or to complete the survey on-line via the practice website. Finally some surveys would be taken out on house visits. The PPG agreed that these would be the most effective methods of distribution in order to reach as large a cross section as possible and it had proved successful in previous years.

 

The practice proposed that collation of the survey results be the same as last year in that all paper surveys would be uploaded onto the survey area of the practice website and that the software contained within would be able to generate the response analysis thereby providing statistically accurate results in various forms. The group determined that 400 approx. surveys as before should be distributed

The survey was then put together by the practice and together with the methodology was approved by the PPG via e-mail on the 19th August 2016

 

The survey was conducted from 22nd August to 23rd September.

 

Survey Results

 At a meeting held on 28th September 2016 the PPG was presented with the survey results.

In summary these were;

  • 54% of those who responded found it fairly easy to contact the practice by ‘phone
  • 28% of those who responded said it was not very easy to contact the practice by ‘phone
  • 68% of those who responded were very satisfied with opening hours
  • 14% were fairly satisfied with the opening hours
  • 23% of those who responded used the website to book appointments 

 

Action Plan

 

At the 28th September meeting the group discussed the survey results and was disappointed that those who found it fairly easy to contact the practice by ‘phone had decreased from 60% to 54%. However the group was pleased in the uplift of patients booking on-line. F&FT results were reviewed and it was concluded that despite the results of the survey, there were no major causes for concern and overall they were extremely happy with the service that was provided by their practice as in previous years. The agreed action plan therefore was that the practice was asked to monitor and control how staff are handling the incoming calls and where possible increase the number of staff answering calls. The practice manager will be responsible for the monitoring of the calls and will report back to the group at each quarterly meeting. Any remedial steps required would be discussed and determined by the PPG at each meeting and the practice manager would report at the following meeting the success or otherwise of the steps taken. 

Again as previously, the group felt it unwise to post updates on the telephony issue on the website or in leaflets as it could detrimentally affect all the other good work done by the practice. With regular F&FT results showing an average 92% satisfaction the group felt that this itself should demonstrate that the practice was doing all it could to ensure that its patients received the best possible service on all levels. It was however agreed that at the April 2017 meeting the group would put an update on the website if there were some positive outcomes – ie. if complaints had decreased regarding ease of access.

 

Other information

The surgery opening hours are as follows;

Passey Place and Well Hall surgeries: 8am – 6.30pm Monday to Friday.

 

We also offer appointments at these additional times at the WELL HALL surgery

With a GP: 6.30pm – 7.30pm on Tuesday

                     6.30pm-8.15pm on Thursday

                    7am to 8am on Thursday

With a Nurse Practitioner 6.30pm – 7.30pm Thursday

With a Practice Nurse 6.30pm – 8pm on Tuesday and 7am – 8am on Thursday.

 

It is possible to contact the practice to book an appointment Monday to Friday between 8am and 6pm on 020 8850 2725 or 020 8850 1615.

For general enquiries our lines are open Monday to Friday between 8.30am and 6.30pm on  020 8850 5141 or 020 8850 9286

 

 

Report Year 2015/2016

 

Description of the practice population

 

Eltham Medical Practice has a list size which currently stands at 13372 patients.

53% are female (Greenwich Borough average is 51%)

47% male (average for Greenwich is 49%)

Some selected demographics show that;

41% are between 15-44 years of age (Greenwich average 47%)

25% are between 45-64 (Greenwich average 23%)

8% are between 65-74 (Greenwich average 6%)

The statistics also show that 19% of the list is from a BME population compared with a Greenwich Borough average of 37%.

 

The Patient Participation Group

 

A group was first recruited in 2011.In order to recruit, notices were put up in waiting rooms, on the doors to the clinical rooms and on the website. Clinicians and receptionists encouraged patients to join by handing out leaflets before and during routine surgery and also during dedicated clinics such as a diabetic clinic and COPD clinic. Leaflets were also taken to a selection of housebound patients. During the first round of e-mail communication with the group it became clear that the only option to try and ensure that as many of the group as possible could participate in meetings was to hold the meetings in the evening. In the ensuing years we have continued to distribute flyers opportunistically and kept sign up available on our website.

 

Profile of the group

 

The group now currently stands at 10. It is made up of 54% female and 46% male.

53% is 45-64, 23% is 65-74

76% is white British and 24% is Asian or Asian British

84% are owner occupiers

69% are employed 8% unemployed 15% retired and 8% unable to work

38% responded in the recruitment leaflet as having a long term illness, disability or infirmity.

 

The group meets on a regular basis from 5pm – 6.30 pm on a Wednesday evening. The group’s Terms of Reference include the overall aim of the group which is to” facilitate and improve communication between patients and the practice” It was agreed that the chair of the group would continue to forward via e-mail agendas, minutes and any other associated information to all 10 of the group in order that those who have signed up but not been able to attend meetings will still be able to contribute.

 

Practice Survey

 

Part of the agenda for each meeting is to review complaints and also determine how action plans from previous reports are being addressed. In 15/16 meetings have been held on 25th March, 6th July, 7th October 2015 and 6th January 2016.Action plans from the previous year were reviewed. Previous surveys showed that the majority of patients were happy with the care and service that they received with but an overall figure of 80% was less than satisfied with the ease of access of contacting the surgery via telephone – particularly to make an appointment so the previous action plan was to appoint a new provider for telephony and introduce a ‘queueing’ system .It was reported to the PPG at the July meeting that a new system had been introduced in April so the group thought it was reasonable to ask questions relating to this in the survey. The group also asked for feedback on another previous action plan which was to increase useage of on line appointment booking. Finally it was decided that there would be another question included regarding satisfaction of opening hours. The priorities were agreed at a PPG meeting on 6th July 2015.

 

Also at this meeting the practice presented how it intended to distribute the survey –which was exactly the same as in previous years. Firstly the reception staff would ask patients to take a survey form to complete while they were waiting to see a GP. The surveys would then be ‘posted’ into boxes left in waiting rooms and at receptions. The doctors would also be asked to hand surveys to patients at the end of the consultations and also at the end of ‘dedicated’ clinics such as diabetic. Notices would also be put in waiting rooms encouraging patients to ask for forms or to complete the survey on-line via the practice website. Finally some surveys would be taken out on house visits. The PPG agreed that these would be the most effective methods of distribution in order to reach as large a cross section as possible.

 

The practice proposed that collation of the survey results be the same as last year in that all paper surveys would be uploaded onto the survey area of the practice website and that the software contained within would be able to generate the response analysis. The group determined that 400 approx. surveys as before should be distributed The survey was then put together by the practice and was approved by the PPG via e-mail on the 4th August 2015

 

The survey was conducted from 7 th August to 21st August in practice but was left ‘active’ on the website for several weeks afterwards.

 

Survey Results

 

At a meeting held on 7 th October 2015 the PPG was presented with the survey results. In summary these were;

 

60.25 of those who responded found it fairly easy to contact the practice by ‘phone

24% of those who responded said it was not very easy to contact the practice by ‘phone

65% of those who responded were very satisfied with opening hours

14% were fairly satisfied with the opening hours

20% of those who responded used the website to book appointments

 

Action Plan

 

At the 7th October meeting the group discussed the survey results and felt that overall they were happy with the results. They also looked at all the F&FT results and concluded that there were no obvious areas for concern and overall they were extremely happy with the service that was provided by their practice. However the group was surprised that satisfaction in reaching the practice by ‘phone wasn’t higher. In reviewing the survey results and previous action plans, the group was told that that there had been teething problems with the new telephony system in the initial stages but this had coincided with the practice move to the new hospital. There had been a number of complaints and the practice had put up notices in the waiting rooms apologising and explaining that we were using a new system to try and reduce waiting time on the ‘phone. The action plan therefore was that the practice was asked to bring to the group’s attention any complaints either verbal or written and these would be discussed at the meeting due in April 2016

 

Regarding the online appointment booking the group asked the practice to be even more vigorous in encouraging its usage. It was agreed that reception would speak directly to patients when they presented at the desk instead of just relying on posters, flyers and the website. The group asked to be updated at the next meeting.

 

The practice was able to report at the meeting on 6th January 2016 that this had been well received and we had seen an increase in usage. The group asked for this to be monitored on an on-going basis. The group felt it unnecessary to post updates on the telephony issue on the website or in leaflets as it could detrimentally affect all the other good work done by the practice. With regular F&FT results showing an average 90% satisfaction the group felt that this itself should the practice was doing all it could to ensure that its patients received the best possible service on all levels.

 

Other information

 

The surgery opening hours are as follows;

 

Passey Place and Well Hall surgeries:

8am – 6.30pm Monday to Friday.

 

We also offer appointments at these additional times at the WELL HALL surgery

 

With a GP: 6.30pm - 8.15pm on Tuesday and Thursday and 7am to 8am on Thursday

With a Nurse Practitioner 6.30pm – 7.30pm Thursday

With a Practice Nurse 6.30pm – 8pm on Tuesday and 7am – 8am on Thursday.

 

It is possible to contact the practice to book an appointment Monday to Friday between 8am and 6pm. Please call 020 8850 2725 or 020 8850 1615.

 

For general enquiries our lines are open Monday to Friday between 8.30am and 6.30pm.Please call 020 8850 5141 or 020 8850 9286


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