Eltham Medical Practice Patient
Participation Group 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.
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.
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
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.
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