Summary report of survey conducted in Mathukia Surgery

Transcription

1 Summary report of survey conducted in Mathukia Surgery Mathukia's surgery conducted a comprehensive survey of patient opinions to obtain data that will enable us to identify areas of satisfaction and areas for improvement. 105 patients took part in survey (52% male and 48% female) from different age categories. (20% from 18-30, 40% from 30-40, 28% from 50-65). The location of the surgery determines the particular ethnic groups that it serves and this was reflected in the ethnic breakdown of our respondents. Most of the patients were Asian or Asian British (80%), 11% of patients were of black or British Black origin, and 2% were white patients. The receptionists scored as follows: 58% of patients think that they were treated in an excellent way by our receptionists, 24% in a very good way and 14% in a good way. An overall satisfaction rate of 96%. 97% of patients would be happy if surgery opens on Saturdays mornings and 88% found our newly installed text messaging service of value. With regards to availability of appointments the survey showed the following: 34% of patients could see their doctor of choice on the same day, 44% next day and 22% within 3 working day. This supports our practice ethos of seeing patients as soon as possible and our aim to provide the best possible access. 45% of patients were able to get an appointment with any doctor on the same day, and 45% of them next working day. Only 12% of patient are seen within 3 working days. Overall our patients highly rated the accessibility of our service. Four months ago Mathukia's Surgery renovated the telephone system to try and provide a better telephone service. Patients agree that access to get through to the practice on the phone has become easier. 39% think that phone access is excellent, 31% is very good and 19% is good. 89% overall satisfaction rate.

2 Furthermore, the practice provides an additional telephone consultations service that has proved effective (82% of patients are satisfied with phone consultations). Mathukia's surgery is thinking to open a specific mother baby clinic. However, only 60% of respondents think that it will be useful. The survey results showed that the surgery premises could be improved. 25% thought that the appearance of the premises is average, 7% below average. 67% thinks that premises are good or excellent. Overall, patients have said that they are happy with the current level of service. 99% reported that they were satisfied with the service. In conclusion, this survey highlights that our patients are satisfied with the overall level of service. 43% of respondents commented that they were given excellent customer service both from staff and the doctors. Clear messages have arisen regarding the need for improvement of the appearance of the premises. We will endeavour to improve this promptly. ACTION PLAN AS A RESULT OF THE SURVEY: 1) SET UP A SATURDAY MORNING CLINIC 2) IMPLEMENT REFURBISHMENT PLANS FOR SURGERY 3) CONSIDER SET UP A SPECIFIC MOTHER BABY CLINIC 4) CONTINUE WITH THE TEXT MESSAGE REMINDER SERVICE 5) EXPLORE WAYS OF CONDUCTING MORE TELEPHONE CONSULTATIONS This action plan was discussed with our patient participation group and agreed on the 21 st March Finally, we would like to take this opportunity to thank all of our patients for actively participating in this process and giving us the feedback we need to continue delivering and improving a high quality service.

3 INFORMATION TEMPLATE Local Patient Participation Report Contents of this template will form the basis of information required for publication on the practice website by 31 st March of each year (2012 & 2013). The completed template should be submitted to the PCT to satisfy requirements for annual reporting. If the practice has not completed all steps, it must still report any progress made to quality for payment. 1. Validate that the patient group is representative Practice Population Profile: Show how the practice demonstrates that the PRG is representative by providing information on the practice profile: Age % % % 65 above 5% Other Sex 52% male 48% female Ethnicity 75% asian/ british asian 19% black/ black british 5% white 1% other PRG profile: Show how the practice demonstrates that the PRG being is representative by providing information on the PRG profile Age % % % 65 above 20% Other Sex 50% male 50% female Ethnicity 70% asian 20% black 10% white Describe variations between the practice profile and the PRG group and the efforts the practice has made to reach any groups not represented. Our main variation is that we have not got any representatives from our

4 children and youth population. We did try to recruit but unfortunately found there was a low uptake and low interest expressed. We have several mothers within the group who have children and we ask them to talk to their children, seek their views and bring them to the group. We have an over representation of the over 65s but this represents the age group that tend to utilise the service predominantly. Process used to recruit to the PRG group We advertised within the surgery with a poster We approached people who may be interested in joining the group We identified frequent service users We tried to recruit to reflect our overall practice population Many of our members are community leaders and well integrated within the local community 2. Validate the survey and action plan through the local patient participation report Survey Describe how the priorities were set: Asked PRG over the course of several meetings. Themes began to emerge. Used previous minutes to identify priorities discussed. Asked patients attending the practice Asked patients at face to face meetings We set up a comments book earlier in the year to record the views of our patients The key issues also reflected national patient survey issues, planned practice changes and issues such as access. We wanted to use this opportunity to seek the views of new innovations that we had either recently introduced or were planning to introduce. The main priorites that emerged through these discussions were access, reception, telephones, clinicians and premises. Describe how the questions were drawn up: This was discussed extensively with PPG. Feedback was that it should not be more than 15 questions. It should not be too long or

5 cumbersome as it may deter people from completing. We were keen to seek the views of our patients in the delivery of our service. The questions reflected the discussions and issues that arose during our PPG meetings. They summarised the current priorities established by our patients and also combined this with objectives of the practice asking our patients to guide the delivery of the service. We sought views on our receptionists, clinical staff, access to services and also possible new innovations that the surgery is considering. Some questions were taken from the existing GPAQ survey and combined with priorities identified by our patients. We tried to reflect the priorties stated above. How was the survey conducted? Paper forms forms Postal forms What were the survey results? Please see attached document Action plan How was the action plan agreed with the PRG? In order to develop the action plan the practice met internally on 19 th March 2012 These were the main points of the action plan based on the results of the survey: 6) SET UP A SATURDAY MORNING CLINIC 7) IMPLEMENT REFURBISHMENT PLANS FOR SURGERY 8) SET UP A SPECIFIC MOTHER BABY CLINIC 9) CONTINUE WITH TEXT MESSAGE REMINDER SERVICE 10) EXPLORE WAYS OF CONDUCTING MORE TELEPHONE CONSULTATIONS

6 In order to get comments from the PRG on the draft action plan we: - Met with the group on 21 st March 2012 The group discussed and debated the proposed action plan. The group broadly agreed with the action plan set out. Further suggestions for refurbishment were made by the group. Please see minutes of the meeting for more detailed report on discussions that took place. Any areas of disagreement There were no areas of significant disagreement. Members of the group discussed the idea of the mother baby clinic and felt that this needed more expoloration. The group also expressed that they were keen for refurbishments. We have taken on board the views of our patients through the survey and will look to modify our service accordingly as a matter of urgency. Are there any contractual considerations to the agreed actions? We have contacted the PCT and informed them that we will be changing our extended hours timings to re-start a Saturday clinic instead of Monday and friday. These were agreed and confirmed with the PCT on 23 rd March. These changes will take place from 1 st april Contract with the text messaging company to be extended for the next coming year. We will be refurbishing and modernising the interior area as a priority and in accordance with CQC regulations. Local patient participation report: Where was the report published? Practice website mathukiasurgery.co.uk Describe how the results of your survey were advertised and circulated. Copies of report available in the surgery Electronic copies available Poster presentation in the reception area

7 Survey results published on our surgery website Include a copy of your full practice report Please see attached document Opening times: As a result of the survey we have changed our opening times. They are: We will be opening on Saturdays from 10am -12pm Confirm opening times and out of hours arrangements included within the report You can call the surgery: Monday, Tuesday, Wednesday and Friday Thursday The surgery reception is open (insert times) Monday, Tuesday, Wednesday and Friday Thursday Surgery times are as follows (insert times) Monday, Tuesday, Wednesday, Friday , Thursday Saturday (extended hours) 10.00am pm PLEASE CALL OUT OF HOURS AFTER 18:30 ON Name of Practice : Mathukia s Surgery F: Code Lead GP Signature: Date: Dr. Mehul Mathukia