CAMBRIDGE AVENUE MEDICAL CENTREPATIENT PARTICIPATION GROUP REPORT 2014

In November 2013 Cambridge Avenue Medical Centre completed the third in-house practice survey with the help of the Patient Participation Group. The survey was used to create an action plan on how the practice could improve its services; working alongside the group ensures that the practice will be working to meet the needs of the patients. It was agreed with the Patient Participation Group that we would aim to keep the surveys similar in order for the practice to have comparative data and to see where improvements may have been made since the previous 2 surveys.

As last year we are continually trying to recruit new members to join the Patient Participation Group in the following areas, then giving us a wider group representation:

Under 35’s (in particular a representative from Under 16 age range). Young parents Male patients Carers Disabled Patients or those with Learning Disabilities Ethnic Origin (however most of the patient population recorded has an

ethnicity of British or mixed British)- see Appendix 1

Since the last survey we have recruited a further 3 members out of the following categories:

Under 24 age range Male patient 65 – 74 age range

To promote both the meeting group and the virtual group the practice will continue to try and recruit patients as follows:

The Practice Website – this has a designated section and a brief history of the PPG and how it was formed and details of fundraising. See Appendix 3

Practice Newsletter – See Appendix 2 Patient Participation Group notice board in the surgery waiting room. See

Appendix 3 Word of mouth through consultations with the Doctors and Nurses, contact

with Receptionists and other group members. Leaflets – See Appendix 3 Tickertape on Digital Screens in Waiting Room. Looking at possibility of rotating the times of meetings to help those who

work to attend – Practice Manager to discuss at next PPG meeting.

Meetings are held quarterly at the practice with the same objectives that were defined at the commencement of the PPG, these are: To provide a link and information conduit between the centre and the patients. To help the centre improve its services and development. To help provide medical equipment and support services that the medical centre

would otherwise not have.

The group has had presentations over the past year from the North Lincolnshire Healthwatch Service and from the North Lincolnshire Clinical Commissioning Group on the ‘Healthy Lives Healthy Future’ programme.

Demographics of Patient Participation Group

The PPG has a total of 21 members, compared to 18 members last year, however 3 of the members who used to attend the quarterly meetings are no longer able to do so due to other commitments, as they wished to still remain part of the PPG they have become part of the virtual group giving us a total of 12 members in this area. Information is sent to these members via e-mail and any feedback received is discussed at the following group meeting.

The Survey – See Appendix 4

It had been agreed on the Action Plan from 2012/13 that question 26 should be re-worded; it was felt that this question was misunderstood and that it was referring to patient access to the car park and not those patients who require access with pushchairs/wheelchairs etc. 2 new questions were added into the survey on the Triage Nurse system, this had been suggested at the PPG meeting on Thursday 26th September 2013.

Question 20 was removed which asked if patients were aware that Pharmacies could deliver their medication, it was felt that this question was no longer relevant.

Again the practice used the Electronic Tablets and commenced the survey on Monday 4th November 2013; this was completed over a 2 week period where members of the Practice Reception Team asked patients who were waiting to see a Doctor/Nurse if they would take part in the survey. A total of 483 patients completed the survey, a 14% increase on the survey undertaken the previous year.

The Results

After the 2 week period the tablets were collected and survey results were downloaded and emailed to the Practice Manager. One of the practice staff created a PowerPoint presentation from the results as we had the previous year. - See Appendix 5.

A meeting was then held on Thursday 13th February 2014 with the PPG to discuss the results of the survey, comparative data and action plans from the previous 2 years. Dr Baker noted that due to the increase in number of surveys completed in 2013 the results were very similar to that of those completed in 2012.

It was decided that the action plan should include the previous year’s results and what has been achieved. – See Appendix 6

Informing non PPG members of results

A copy of the survey and action plan along with this report will be available in the surgery waiting room at both the main and branch surgery. Reports will also be published onto the practice website at www.cambridgeavenuemedicalcentre.nhs.uk

Action that the Practice intends to take as a result of this Survey:

The practice intends to take the following action as a consequence of the survey:

Re-siting of poster advertising Systmonline in Waiting Room nearer the Reception area.

Consideration of further promotion of telephone consultations by incorporating into telephone message informing those patients on hold of this facility.

Promotional notice boards – advising patients of different services at the practice and roles of Nurse Practitioners/Health Care Assistants.

To continue to promote Triage Nurse Service. To continue to Increase patient awareness of services i.e. Internet booking,

SMS messaging, display equipment.

Again re-word Question 26 to incorporate access referring to wheelchairs/pushchairs.

Action that the Practice has already taken as a result of the previous year’s Survey:

The practice has taken the following action as a consequence of the last survey in 2012/13:

Survey questions re-worded. Increased awareness of Internet services. Digital Screen Equipment in the Waiting Room - message changed on a

regular basis informing patients of different services/information. New Registration appointment slip has been introduced advising patients

they must attend New Registration Health Check due to these appointments having the highest ‘did not attend’ rate.

Number of staff answering appointments line on a Monday morning has increased to reduce back log of telephone calls getting through.

Opening Times Cambridge Avenue Messingham

am pm am pmMonday 8.30-12.30 1.30-6.30 9.00-12.30 1.00-4.30Tuesday 8.30-12.30 1.30-6.30 9.00-1.30 CLOSED

Wednesday 8.30-12.30 1.30-6.30 CLOSED 1.30-6.00Thursday 8.30-12.30 1.30-6.30 CLOSED CLOSED

Friday 8.30-12.30 1.30-6.30 9.00-1.30 CLOSEDWeekends CLOSED CLOSED CLOSED CLOSED

Cambridge Avenue Medical Centre and Messingham Family Health Centre can be contacted throughout their opening hours as follows:

Enquiries/Appointments Telephone: 01724 842415

Repeat Prescriptions Answerphone: 01724 749388/Option 4 on main number.

Fax number: 01724 271437

Messingham Health Centre: 01724 763034

SystmOnline: https://systmonline.tpp-uk.com

Website address: www.cambridgeavenuemedicalcentre.nhs.uk

Appendix 1

Appendix 2 >>>>>

Appendix 3 >>>>>>

CAMBRIDGE AVENUE MEDICAL CENTRE

Cambridge Avenue, Bottesford, Scunthorpe, North Lincolnshire, DN16 3LG

www.cambridgeavenuemedicalcentre.nhs.uk

Tel: (01724) 842415Fax: (01724) 271437

PATIENT PARTICIPATION GROUP

Would you like to have a say about the services provided?

The Patient Participation Group would like to hear your views.

By providing your email details we can add them to a contact list that will mean we can contact you by email every now and again to ask you a question or two.

Please fill in the details below and on the reverse side and hand back to Reception or post it into the secure box and we will add your email address to a contact list.

Dr CG Newman & Partners.

Name……………………………………………………

Postcode………………………………………………

Email address…………………………………………………. Please turn over…

PARTNERSDr. C.G.Newman MB ChB MRCGP Dip Pall MedDr. F.G. Baker MB BS DRCOG FRCGPDr. G. McGlasham MB ChB BSc FP CertDr. M. Bhadra MB BS DGM Dip Pall MedDr B. T. Elango MB BS MS FRCS MRCGPDr T J Tarigopula MB BS MRCGP DRCOG

GMS GPDr C Bangalore MB BS nMRCGP, DFSRHDr S K Dhanasekar MB BS MRCGP DRCOG DFRSHDr A Saleem MB BS MRCS nMRCGP DFSRHDr R Anand BSC MB BS nMRCGP MS(ent) DOHNS

This additional information will help to make sure we try to speak to a representative sample of the patients that are registered at this practice.

Are you? Male Female

Age: Group Under 16 17 – 2425 – 34 35 – 4445 – 54 55 – 6465 – 74 Over 75

To help us ensure our contact list is representative of our local community please indicate which of the following ethnic background you would most closely identify with?

WhiteBritish Group IrishMixedWhite & Black Caribbean

White & Black African

White & Asian

Asian or Asian BritishIndian Pakistani BangladeshiBlack or Black BritishCaribbean AfricanChinese or other ethnic GroupChinese Any Other

How would you describe how often you come to the practice?

RegularlyOccasionallyVery rarely

Thank you.Please note that no medical information or questions will be responded to.

The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you, and sets out rules to make sure that this information is handled properly.

Appendix 4

Patient Survey

Please circle most appropriate,

male female, age under 16, 16-39, 40-75, over 75

PATIENT - PARTICIPATION GROUP SURVEYPATIENT - PARTICIPATION GROUP SURVEYSeptember 2013

The Patient-Participation Group (PPG) meet regularly to discuss how the service and environment here at Cambridge Avenue can be improved to maintain the highest standards for all our benefit. An important feature of our work is to find out what your experiences are and work with the Practice to improve where it is possible. Please help us by completing this questionnaire. We will publish the results within the Practice later in the year. Thank you for your help.

C A M B R I D G E A V E N U E M E D I C A L C E N T R E

Are you satisfied with the service offered by the Practice? Y N If you made your appointment by telephone, how would you rate poor fair good excellent not usedthe following:-

Getting through on the phone

Access to doctor or nurse via phone

Are you aware that the Practice has a website Y N

Do you know you can book appointments on line Y N Do you know that you can request repeat medication online Y N

When you booked the appointment (online, phone, other), did you see a doctor Y NIf yes, did you see the doctor on the:-

Same day

Within 2 working days

After 2 days Thinking about the same appointment, were you able to see a doctor when you wanted? Y NIf your answer was no, what was the reason for this………..

No appointments available Times did not suit me I was offered access to Messingham surgery (Messingham patients only) Another reason (please specify)………………………………………………………………………………………………………….

Did you know you can book a telephone consultation with a GP of your choice? Y NHave you ever had a telephone consultation? Y NIf Yes, did you find this helpful? Y N Have you ever spoken to the Triage Nurse ? Y NIf Yes, did you find this helpful? Y N

C A M B R I D G E A V E N U E M E D I C A L C E N T R E

PATIENT - PARTICIPATION GROUP SURVEYPATIENT - PARTICIPATION GROUP SURVEY 

Are you aware that the surgery provides the following services: Chronic Illness Clinics (ie Asthma, Diabetes, Hypertension etc) Y NMinor Illness Clinics with Nurse Independent Prescriber Y NHealth Care Assistant Clinics (ie Phlebotomy, BP, Suture Removals etc) Y NTravel Clinic Y NFamily Planning Clinic Y N Do you feel the surgery adequately covers the whole range Yes No Don’t know of services which you require? My overall satisfaction with the quality of medical care from the doctors/ nurses is Poor Fair Good Excellent Overall how helpful do you find the Receptionists? Very Fairly Not very Not at all

How satisfied are you with the opening hours of the surgery? Very Fairly Not very Don’t know Opening hours

Missed appointments are a problem for the practice. Can you Always Usually Sometimes Nevereasily contact the practice when you wish to cancel an appointment? Overall how do you rate the cleanliness of the surgery? Very Fairly Not very Not at all If you or a Family member have any mobility problems, Very Fairly Not very Not at all how easy do you find the access into the building (excluding the Car Park) Are you aware that you may park in the Chancel car park if necessary? Y N 

  

  

Thank you for your help     

APPENDIX 5

Please see attachment for presentation of survey

APPENDIX 6

CAMBRIDGE AVENUE MEDICAL CENTRE

GP PATIENT SURVEY 2013/14

As discussed, at Patient Participation Group Meeting 13.02.2014

QUESTION NO: COMMENTS ACTION AGREED TIME

2012 2013 20141. Are you satisfied with the service offered by the Practice?

Due to increased no. of surveys completed i.e. 2012 – 4152013 – 483 it was felt outcome was similar.

To give consideration to re-designing layout of form for next survey as it was felt design of form has led to patients overlooking this question. ACHIEVED

No action required No action required

2. Telephone Access:Getting through on the phone

It was noted mobile app service is now available for I-Phones re internet services and this is advertised in the waiting room.

To increase patient awareness of the following services including:

Internet services - on-line booking of appointments. ACHIEVED

To increase usage of SMS messaging facility to communicate with the younger generation. ON-GOING

Introduction of digital display screen in the waiting room to advertise above services. ACHIEVED

To continue to promote internet services – ON-GOING

As from February 2014 the number of staff answering appointments line on a Monday am has increased therefore reducing backlog of calls coming through.

3. Phone Access to Dr or Nurse

To give consideration to re-wording questions 2 and 3 for next survey with a view to combing these questions. To add tick box to include ‘service not usedACHIEVED

No action required No action required

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4. Are you aware that the Practice has a website

Slight increase in awareness

To promote awareness of practice web site using: Digital display screen ACHIEVED To use website to promote PPG and

advertise what group has achieved. ACHIEVED

To add website to Practice letterhead and incorporate with relevant postersACHIEVED

To incorporate website in new practice sign ACHIEVED

To incorporate details of this service in automated phone message. ON-GOING

Mr Bowers, PPG member, suggested all patients that attend are given a slip with website address on. Following discussion at staff meeting on 12.02.13 it was felt this would only target patients that attend practice and therefore it was agreed this would not be beneficial.

No action required as 80.75% of those patients surveyed were aware of the practice website, this was felt to be a high figure as not everybody has access to the internet.

5. Do you know you can book appointments on-line6. Do you know that you can request repeat medication on-line

3,058 patients (20.4%) are now registered for on-line services compared to 1511 in 2010.

To promote services using: Digital Display screen ACHIEVED To demonstrate SystmOne directly to

patient (Mrs B Lambert said she is happy for her medical records to be used for this purpose). NOT ACTIONED

To continue to promote these services as this will then free up receptionists time to deal with other work.

To issue patients with on-line information leaflet when they attend to collect their script.

PPG member suggested re-siting of poster advertising ‘SystmOnline’ services next to reception

asap

7. When you booked appointment (on-line, phone, other) did you see the doctor

To consider re-wording and combing questions 7 and 8. i.e. to incorporate time-scale within question 7 and Mrs Lynaugh suggested if patients has answered No to question 7 then only to lead onto question 8. ACHIEVED

No action required No action required

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8. If yes to 7, did you see the doctor on the: same day, within 2 working days, after 2 days

As above No action required No action required

9. Were you able to see a doctor when you wanted?

Messingham Surgery to commence appointment system from April 2014

No action required

10. If answer was no, what was the reason for this?

Several patients wished to see a particular Doctor who is currently on long term sick leave.

No action required

11. Please specify As above.

12. Did you know that you can book a telephone consultation with the gp of your choice?13. Have you ever had a telephone consultation?14. If yes, was this helpful

95% of those patients surveyed found this helpful.

To promote awareness as question 5 & 6 To continue promoting awareness as previously agreed and to include details onto practice website.

PPG member suggested further promotion of telephone consultations i.e. to add message to telephone system when ‘on-hold’

To be considered

15. Overall how helpful do you find the Receptionists?

It was felt this was a positive outcome and to relay this information to the staff.

Again it was felt this was a positive outcome; however staff continue to receive on-going training in this area.

No action required

16. How satisfied are you with the opening hours of the surgery?

No action required

17. Are you aware It was felt that those with a chronic illness were Practice still looking at

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that the surgery provides chronic illness clinics?

aware of the specialist clinics available. However, possibility of introducing promotional notice board to advertise the different services available at the Practice.

At staff meeting it was thought it would be beneficial to include promotion notice re Nurse Practitioner Clinics/HCA service.

suggestion of Promotional notice board.

18. Are you aware that the surgery provides minor illness clinics with NP?

Practice still looking at suggestion of Promotional notice board.

19. Are you aware that the surgery provides Healthcare Assistant clinics?

Practice still looking at suggestion of Promotional notice board.

20. Are you aware that the surgery provides a Travel Clinic?

Practice still looking at suggestion of Promotional notice board.

21. Are you aware that the surgery provides a Family Planning Clinic?

Practice still looking at suggestion of Promotional notice board.

22. Do you feel that the surgery adequately covers the whole range of services which you require?

Findings similar to last year Margaret Whitson suggested a general advisor could be available to discuss other services i.e. stoma, incontinence .It was felt this should be discussed as a separate issue as several organisations are involved in the various services.

This result had decreased by 2% from previous survey, however, it was noted that latest survey covered a larger volume of patients, therefore, no further action required.

23. My overall satisfaction with the quality of medical care from the doctors/nurses is:

As agreed on 25th February 2014, practice is to participate in ‘Productive General Practice’ programme to help deliver high quality care whilst meeting increasing levels

No action required as it was felt this was an extremely positive result.

No action required. No action required

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of demand.24. Missed appointments are a problem for the practice. Can you easily contact the surgery to cancel?

Concern previously discussed at PPG meeting re large no. of patients that fail to attend for their appointment. It was noted practice is currently in the process of auditing figures to establish course of action.

Doctors have agreed that they will instigate letters to those patients that have missed 3 appts within 18 month period.

Dr Baker suggested introducing a designated phone no./answer machine service purely for cancellation of appts.

Health Care Asst advised that a lot of new patients do not turn up for their new registration check (20 mins) and it was noted some practice do not put new registration onto the clinical software until patients have attended this check.

DNA levels continue to be a problem for the Practice. Again to give consideration to introduction of designated telephone option to cancel appointments if staffing levels allow.

Staff thought this was a good suggestion and it was agreed to implement this.

Staffing levels would not allow for introduction of designated telephone option for cancellation of appointments.

New registration appointment slip has been introduced advising patients must attend this appointment in order to see a doctor.

25. Overall how do you rate the cleanliness of the surgery?

Standard of cleanliness rated slightly lower than previous year’s survey, however it was noted that this could be attributed to member of Cleaning Team on long term sick leave.

No action required. No action required New Cleaner to commence Monday 03.03.2014.

26. Overall how do you rate how easy it is to access the building?

No action required. It was agreed to re-word this question indicating this refers to patients with mobility problems. Question re-worded.

Again it was felt this question could do with re-wording and to maybe incorporate access referring to pushchairs/wheelchairs.

27. Are you aware that you may park in the Chancel car park if

Geoff proposed that a sign is put in the car park to advertise this and it was noted this is an action point from previous PPG meeting.

No action required No action required

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necessary? POSTER WAS DISPLAYED IN THE WAITING ROOM ADVERTISING THIS PARKING ARRANGEMENT.

28. Have you ever spoken to the triage nurse?

NEW QUESTION No action required

29. If yes, did you find this helpful?

NEW QUESTION92% of those patients whom had spoken with the Triage Nurse found this helpful.

Receptionists to continue to promote services of Triage Nurse.

The following additional action points were also agreed:

1. To publish results of survey and put copy on practice website. 2. Dr Baker suggested it would be helpful to display patient demographics at beginning of powerpoint demonstration when discussing results.

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