LOCAL PATIENT PARTICIPATION REPORT
A group of 8 patients was recruited in 2011. 75% are white British, 12.5% Indian and12.5% other Asian.62 % of the group is female and 38% male. The age range of the group is 25-34 12.6% 45-54 37% 55-64 12.6% 65-74 12.6% over 74 25%. The group met 5 times in the last year as a ‘virtual’ group and once at a face to face meeting.
We are satisfied that the group is representative as possible. The steps we took to ensure this were reported last year but included putting recruitment posters in the waiting room and notices on websites. In addition letters were sent to a random selection of housebound patients.
The priorities/action points which were established last year concerned firstly that of the telephone access. It was agreed that the practice would have a meeting with the telephone system supplier to see if there was something that could better suit patient needs. That meeting took place and it was reported back to the PPG that it wasn’t possible to upgrade our current system in any way.
So it was agreed with the PPG that a way to overcome this issue would be to look at introducing on-line appointment booking. The practice now has the facility to offer this and it will be introduced ‘live’ during May 2013.However the subject of telephone access was still included in this year’s survey as the PPG felt it was still an issue of concern.
Another priority identified by the group was that of having up to date information on the noticeboards. At our PPG meeting at the end of 2012 this was discussed and it was explained to the group that the practice didn’t always have capacity to release a member of the reception team from working on the desk. It was suggested that some of the PPG might want to become involved in ‘managing’ the noticeboards. This was agreed and will be actioned shortly.
The PPG then agreed that we should undertake another survey this year .The questionnaire was discussed during several ‘virtual’ meetings .The only comment or suggestion was that we should include a question as to which surgery patients prefer to visit and this was duly included in the 2012/2013 survey. The survey was given out and available to patients in both the practice receptions. It was also uploaded onto the practice website. Each survey which was completed in the practice (approx. 140) was then entered onto the survey on the website in order that the data could be accurately captured and analysed. Approximately 170 were distributed and 150 were completed.
The results were e-mailed to the PPG and discussed via 3 ‘virtual’ meetings as not enough of the group were able to attend a face to face meeting. All suggestions from the group were sent to each member and an action plan was determined which was agreed by all. An 80% ‘overall dissatisfaction’ with access to the surgery by phone was overwhelmingly agreed on as the priority for this year.
Overall our patient survey showed that our patients are happy with the service and care that they receive at the practice. However one area of dissatisfaction was the fact that the majority of patients were unhappy in varying degrees as to how easy it was to get through to the practice via telephone. The PPG feels that this is something that we should be addressing as a matter of priority and so we are taking the following steps. From May 2013 it will be possible to book routine appointments with a GP on-line. We will also be making more staff available to answer the appointment ‘phone 1st thing in the morning whenever possible. In order to do this we are looking at changing the shift pattern of the reception team so there will be a fair amount of re-organisation to undertake before we are able to provide this. However our aim is to commence this in the 1st week of May or sooner if possible.
The findings detailed in our Local Participation Report of last year showed that the subject of telephone access identified as an issue then. However last year we tried to address this issue by having meetings with our telephone providers to see if there was some way of ‘managing’ the calls via a ‘queuing’ system. Unfortunately the system we have invested in does not provide for this. Hence the PPG has arrived at the action plan for this year as above.
Another priority was to address was that of out of date information on the noticeboards in reception. It was suggested at a PPG meeting that some of the members of the PPG might become involved in order to help the reception team in what is a time consuming task.
A reminder to all patients
Our opening times are
Monday to Friday 8am to 6.30pm –Tel: 020 8850 2725(Appointments) 020 8850 5141(Enquiries)
Monday to Friday 8am to 12noon 1pm -6.30pm Tel: 020 8850 1615(Appointments) 020 8850 9286 (Enquiries)
PLEASE NOTE THAT IT IS ALSO POSSIBLE TO HAVE AN APPOINTMENT AT THESE ADDITIONAL TIMES
WELL HALL SURGERY
Monday and Tuesday evenings until 7.30pm and Saturday mornings from 8.30am-9.30am.
COURT YARD SURGERY
From 7am on Thursday morning