Summary report of survey conducted in Mathukia Surgery

Similar documents
LOVEMEAD GROUP PRACTICE PATIENT PARTICIPATION GROUP YEAR END REPORT 2013/14. Introduction

Annual Report April 2016 March 2017

GRANGE PARK SURGERY LOCAL PATIENT PARTICIPATION REPORT

AVELEY MEDICAL CENTRE & THE BLUEBELL SURGERY

PATIENT PARTICIPATION GROUP REPORT AND QUESTIONNAIRE March 2011.

ST ANDREWS MEDICAL CENTRE SOUTHBOROUGH

Patient Survey Report Spring 2013

Patient Reference Group Action Plan

BRISTOL OLDER PEOPLES FORUM 10 NOVEMBER 2016

WHITBY GROUP PRACTICE PATIENT REFERENCE GROUP REPORT

VACCINE REMINDER SERVICE A GUIDE FOR SURGERIES

Combined Minutes of the Patient Participation Group Meetings Held on Tuesday 4 th October 2016 and Wednesday 2 nd November 2016

Enter and View Visit Report

Aspen Centre, Horton Road, Gloucester, GL1 3PX Practice Code: L Patient Participation End of Year Report 2015

NHS Dentistry in Milton Keynes Review of NHS Dentist availability in Milton Keynes 2018

HSS APPLICATION. Henley High School. Athlete Preparation Program

MINUTES OF PARCHMORE PATIENT PARTICIPATION GROUP. MEETING ON THE 25 th April 2017.

Patient Participation Group (PPG) Minutes

Integrated Sexual Health and HIV Services. Dr Simon Edwards - Clinical Director Mark Maguire - Service Director

Bowel Cancer Screening Programme Blackburn with Darwen Barbers Pilot Project

Standard Reporting Template

Tuesday 17 December 2013 Thurrock Disability Partnership Board Anne s Update /2. ANNE s UPDATE

APPLICATION Athlete Preparation Program Term 1, 2019

(e.g. permanent, asylum seeker)

DETECT CANCER EARLY. NewsleTTer. ISSUe 7

Cardiff and Vale University Health Board. Report of Patient Satisfaction with Adult Audiology Services Conducted January 2017

Management Guidance HR72 On-Call Policy. The Trust s Approach to Compensatory Rest

Reflections on Brighton & Hove s SEND Inspection May 2016

Scottish Parliament Region: North East Scotland. Case : Tayside NHS Board. Summary of Investigation

1.0 BACKGROUND INFORMATION

Girl Scouts of Central Maryland Service Unit Workshop

NHS Health Screening and Health Check Awareness for BME Communities in Trafford EXECUTIVE SUMMARY SAVING LIVES PROJECT MARCH 2016

Patient Participation Group (PPG) Toolkit 2017

Patient Experience Newsletter April 2012 to July 2013

Referral to the Nottingham Children s Speech and language Therapy Service

MD SHRM STATE CONFERENCE

GP Experiences: Mental health information on Lambeth GP websites

Patient Participation Group (PPG) Demographic Profile (potential & current as at March 2014)

Having a Say Conference 2018

CEO Report 2017/ This report reviews and summarises Healthwatch Cambridgeshire and Peterborough activities for 2017/18.

Helpline evaluation report

The GP s and staff wish all our patients a very Merry Christmas and a happy New Year!

Blanche Heriot Unit Patient Information and Discussion Event Wednesday 9th August pm Room 3 Chertsey House St Peter s Hospital

Guidelines for slow loading of patients on warfarin for Atrial Fibrillation (AF) in the non acute setting

Procedure on How to Access Translation and Interpretation Services and Good Practice Guidelines

Volunteer Satisfaction Survey

Fall 2016 Health Behavior Diary Template

Sexual Health Services (Emergency Hormonal Contraception, Chlamydia Screening, Condom Distribution & Pregnancy Testing) in Pharmacies.

GOVERNING BODY REPORT

Joanne Ryder, Head of Engagement and Patient Experience Leicester City CCG

Flu season. Making the most of online appointments. August 2018

Hope Farm Medical Centre Patient Participation Group Meeting Date of Meeting: 17 th January 2017

Summary of the Dental Results from the GP Patient Survey; July to September 2014

BEREAVED BY SUICIDE SUPPORT CONSULTATION QUESTIONNAIRE

TCM Clinical Training

Steering Group meeting Mild-Moderate hearing loss Priority Setting Partnership

Governor and Membership work plan 2017

A guide for MSPs/MPs and Parliamentary Staff

Richmond s Winter Toolkit for Flu

Molecular Genetics Laboratory User Satisfaction Survey Report 2009

Drumchapel Supported Youth Housing Project Housing Support Service Units 25 & 26 KCEDG Commercial Centre Ladyloan Place Drumchapel Glasgow G15 8LB

SELF ASSESSMENT REPORT (MULTI-DISCIPLINARY TEAM)

Professional Conduct Department User Satisfaction Survey of Complainants and Barristers. Annual Report 2010

OLD HALL SURGERY NEWSLETTER. January - March 2017

Lincolnshire Credit Union Ltd. Report to Boston Big Local Partnership. Developing and supporting the Credit Union Access Point.

PRIMARY CARE CO-COMMISSIONING COMMITTEE 18 March 2016

1. To update the committee on the Company s 2013 Opportunity Knocks Programme.

PLEASE COMPLETE ALL RELEVANT SECTIONS OF THIS FORM

Annual Report 2014/15

What s on at the One Stop Shop for Autism Fife in February

UK Council on Deafness Access to Work Group

Physiotherapy Tender Questions and Answers

HCV Action and Bristol & Severn ODN workshop, 14 th September 2017: Summary report

NHS Sheffield Community Pharmacy Seasonal Flu Vaccination Programme for hard to reach at risk groups (and catch up campaign for over 65s)

Adult ADHD Service Patient Information Leaflet

OUTPATIENT SERVICES PSYCHOLOGICAL SERVICES CONTRACT

Prostate Cancer UK is a registered charity in England and Wales ( ) and in Scotland (SC039332). A company limited by guarantee registered

Consultation Draft of the NHS Grampian British Sign Language (BSL) Plan

About this consent form

Report on FY2016 Annual User Satisfaction. Survey on Patent Examination Quality. March Japan Patent Office

Polypharmacy and Deprescribing. A special report on views from the PrescQIPP landscape review

Dr David Geddes. Head of Primary Care Commissioning. LDC Officials Day. 6 December 2013

The sickle cell outpatient service Information for adult patients with sickle cell disease

Table of Contents. Dear Exhibitor, Darryl Kaelin, MD, FAAPMR President, AAPM&R

FOWEY RIVER PRACTICE PATIENT PARTICIPATION GROUP MEETING MINUTES OF THE MEETING WEDNESDAY 14 TH OCTOBER 2015 PAR 6PM

Hip and Knee Replacement for Osteoarthritis Priority Setting Partnership

What A Way To Start A Day Home Group of Narcotics Anonymous

People who came to the meeting

Milton Keynes Draft Dementia Strategy - A Consultation

SPRING/SUMMER 2018 AMERICAN SIGN LANGUAGE (ASL) PROGRAM ADULT COMMUNITY COURSE SCHEDULE

Patient Participation Awareness Week

Minutes of meeting held on 3 rd February 2015

2016 LMA New England Annual Conference. November 14 15, Call for Service Provider Partnerships

Welcome and Thank You!

THE IBECA SHOW PRESENTS HOW TO WIN! July Park Place Hotel, Traverse City, MI

Feidhmeannacht na Seirbhíse Sláinte

NHS Sheffield Community Pharmacy Catch Up Seasonal Flu Vaccination Programme for hard to reach at risk groups

Transcription:

Summary report of survey conducted in Mathukia Surgery 2011-2012. 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.

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 2012. 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.

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 0-17 20% 18-44 28% 45-64 42% 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 0-17 0% 18-44 30% 45-64 50% 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

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

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 Email 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

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 2012. 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

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 8.30 18.30 Thursday 08.30 14.00 The surgery reception is open (insert times) Monday, Tuesday, Wednesday and Friday 8.30 18.30 Thursday 08.30 14.00 Surgery times are as follows (insert times) Monday, Tuesday, Wednesday, Friday 9.30 13.30, 15.30 18.30 Thursday 9.30 13.00 Saturday (extended hours) 10.00am -12.00pm PLEASE CALL OUT OF HOURS AFTER 18:30 ON 0208 911 1133 Name of Practice : Mathukia s Surgery F: Code 86692 Lead GP Signature: Date: Dr. Mehul Mathukia