downloadable draft - harrow roadharrowroadhc.co.uk/uploads/main/lppt.doc · web viewa total of 150...

HARROW ROAD HEALTH CENTRE

2012 LOCAL PATIENT PARTICIPATION REPORT

Developing Patient Participation

HRHC developed its current Patient Reference Group (PRG) in 2011. Prior to that, Harrow Road Health Centre had established both a Patient Participation Group and email based Virtual Patient Group. In 2011, in line with national guidelines for improving patient participation, these groups were merged into a constituted Patient Reference Group. The plans and priorities agreed through these groups where also collated into a single practice action plan.

The Patient Reference Group (PRG) operates mainly as an email based forum however there are also two patient meetings held annually in or around April and October to which all practice patients are also invited. Through these open meetings the practice is able to promote and stimulate engaging discussions with patients on proposed practice development plans and explore patient views, priorities and feedback in detail.

The practice initiatives to strengthen awareness of and recruitment to our PRG have been very successful with a growth rate of over 100% in active members over the last 12 months.

Ensuring our Patient Reference Group (PRG) is representative

Harrow Road Health Centre is based in West London in the North East part of the borough of Westminster. The Paddington and Westbourne Green area has a cosmopolitan population with people coming from all over the globe. Our practice patient profile mirrors that of the local wards and has a number of distinct characteristics:

The locality

*Compared with Westminster, there is a higher proportion of children aged 0-15.

*BME groups have a high level of morbidity. 61% of Westbourne residents come from BME groups and the area has one of the lowest proportions of White British ethnicity in Westminster. *Some people in Westbourne only speak their native language. Health services need interpreters and tailored health promotion.

High burden of ill health

*Westbourne has the highest number of people on the Westminster Learning Disability Partnership (WLDP) caseload of all the wards in the Borough.

*The number of people with physical disabilities is very high in Westbourne compared with other wards in the Borough.

*Westbourne has the second worst life expectancy in Westminster, mainly due to premature CVD, cancer and respiratory disease.

*Deaths in Westbourne due to respiratory disease are two-fold and mental health/behavioural issues are three-fold higher than the Westminster average.

1



*Disability-free life expectancy is very low, as would be expected in an area with this level deprivation.

*There is a higher than average prevalence for respiratory conditions, mental health problems and most CVD diagnoses in Westbourne. *Westbourne‟s admissions are above average for major disease chapters. “Other ethnic groups” have by far the highest hospital admission rates.

*Screening figures are low

*20% of Westbourne patients have 2 or more CVD risk factors such as obesity; smoking; high blood pressure; diabetes; and high cholesterol.

High health risk factors

*The Westminster Major Health Campaign showed that there were higher rates of smoking in the area compared to other parts of Westbourne and the rest of Westminster.

*Alcohol related conditions are a problem in Westbourne, with local GP practices showing above average levels of alcohol related inpatient admissions. *Data from Westminster PCT‟s Major Health Campaign showed that there was a similarly low rate of physical activity in the area compared with other parts of Westbourne and Westminster as a whole *The prevalence of overweight and obese children is 32% compared with the Westminster Schools average of 25%. Similarly for Year Six children we see 45% prevalence among residents versus 39% in Westminster.

High level of deprivation and need as indicated by the wider determinants of health

*Westbourne is one of the most deprived wards in Westminster and in the most deprived 10% nationally.

*The proportion of children under 16 living in low income households in Westbourne is far higher than Westminster and London averages.

*Maximum scores for air pollutants NOx and PM10 intensity and relatively high levels of SO2.

*There are a large proportion of residents who have no educational qualifications at all which is well above the Westminster and London averages.

*Westbourne ward falls within the highest 10 in London for claimants of incapacity benefits for mental health reasons. 5.5% of the total working aged population here claim this.

*Most casualties of RTAs were slightly injured, seven were seriously injured and nobody was killed.

*Crimes involving drugs, robbery and violence against individuals are higher than London averages.

Large numbers of refugees, asylum seekers and homeless people

2

* Source: 2012 JSNA – Health and Well being Assessment – Westbourne Masterplan Area)



Approximately 20% of the practice patient list are provided with enhanced care under the Westminster local enhanced Homeless scheme

High level of people with severe and enduring mental illness

The practice has one of the highest proportions of patients with serious mental health issues within Westminster; approx 2.5% of the practice population.

Many patients with drug and alcohol dependency

The practice has over 1% of patients accessing shared care services for substance misuse problems with a larger number engaged in care for alcohol related problems.

In addition the practice has:

A large number of patients with a learning disability (c 1%) Approx 1.6% of patients who are identified carers (the practice continues to put in

place systems to improve the accuracy of recording of carers)

Our Practice Capitation profiles for Age, Sex, Ethnicity and Language are detailed at the end of this report under Appendix 1.

Our PRG consists of only registered patients and members were, and continue to be recruited using the following methods:

Advertising and promoting within the practice – at Reception, in the waiting room and after consultations

Focus on high traffic areas for promotion such as labels on repeat prescriptions Through our Email based “Contact your GP” Service Including an open invitation in our Practice Leaflet and in our new patient registration

pack Targeted invites (both in person, text and by letter) Promotion and recruitment via our website –www.harrowroadhc.co.uk focusing on

high traffic areas such as online consultations and prescription requests Through our new regular patient education, liaison and awareness sessions which

include:

Quarterly GP Led health education sessions Monthly Awareness Afternoons promoting all onsite servicesMonthly “Meet the Manager” Coffee mornings

Recruitment via our onsite partner organisations some of whom are highlighted below

To ensure that our PRG is representative of our practice profile, the practice has taken the following approach:

3



The practice has and will continue to ensure that its PRG promotions and invitations are targeted towards specific patient groups including those highlighted above. The Practice has referenced its targeted recruitment plans against the latest Health and Well being Assessment report as provided by the PCT and an up to date (December 2012) practice based Patient Profile Report to ensure that it remains up to date. The PCT and Practice reports include demographic and other profiles including age, sex, ethnicity and language (see Appendix 1).

The practice has sought assurance from the Local Neighbourhood Forum that its recruitment plans as set out in 2011 not only include all the relevant groups but that our targeting techniques build upon local experience of what works best. In addition, the practice has ensured that its PRG plans and activities are all compliant with the Equalities Act, including the amendments made in 2010.

Over a number of years, the practice has worked with local voluntary, community and allied health partners to develop a range of integrated extended onsite services to meet the very specific needs of our patients. The promotion of and recruitment to our PRG through these extended services has assisted significantly, indeed been the major driver in ensuring that our PRG is fully representative. The Practice worked with K&C Link to develop local awareness of our PRG and to also actively recruit patients.

The services, partnership organisations and target groups include:

Welfare and benefits rights advice service (CLCH Health Support Team) ; patients who are unemployed and / or requiring other economic support

HELP – support service for people in temporary accommodation (in Partnership with the City of Westminster); patients with housing and employment problems

Carers support service (Carers Network Westminster); Patients who are carers

signposting for Arabic speaking patients (internal); Arabic speaking patients

Health Trainers service (The Rain Trust); patients needing support with achieving a healthy lifestyle

Older People Champions Group; Older people including those socially excluded

Families support drop in service (The Children’s Centre); local young families

Injury Prevention for Carers Service (CLCH); Patients who are carers

Shared Care Substance Misuse service (Turning Point); patients with substance misuse problems

support for sex workers (Praed Street Project); patients working in the sex industry

Counselling (Westminster MIND); patients with low to medium level mental health issues

4



PRG Profile and capitation profile

A detailed demographic profile our Patient Reference Group is detailed in Appendix 2 at the end of this document.

Ongoing and 2013/14 ACTIONS:

Whist our PRG is relatively representative of the overall practice list and local community in terms of age, sex and ethnicity (see Appendix 1 and 2), it remains under representative in the following areas:

Arabic speaking patients Particular vulnerable groups including:

Substance misuseMental health

As covered in detail above, the practice has employed a number of methods to recruit PRG members to ensure that it is fully representative. We will continue to focus on these over the next 12 months, and, in particular, to address the current under representation in the above areas we will:

Specific actions will include:

Arabic Speaking Patients

Improving awareness & promotion of the PRG through our Arabic speaking team members

Develop / provide interpreted PRG promotional material (in Arabic)

Engage with local community groups and champions to improve awareness (e.g. Westminster Refugee Consortium)

Work with key partners to improve awareness and to recruit members (e.g. Bensons Pharmacy)

Particular vulnerable groups including substance misuse and mental health

Develop a structured approach to the active promotion of the PRG by all clinicians and associated staff who deliver specialist services to patients from these groups. This will include:

- Including PRG recruitment on the agenda of the inhouse substance misuse & general clinical team meetings

- Integrate PRG promotion into the annual care plan review process- Promote recruitment at the point of registration

5



Determining local priorities

Practice priorities were discussed and agreed after considering information from a number of sources including;

1. Feedback from our 2010/11 patient survey2. Review of our Practice Outcome Standards

(http://www.myhealth.london.nhs.uk/lon/5lc/gp/e87637/outcome-report)

3. NHS Choices patient comments and performance indicators (including 2011 National Patient Survey)

http://www.nhs.uk/Services/gp/Overview/DefaultView.aspx?id=39741

4. A review of patient complaints and suggestions5. Consideration of learning points from significant events and their subsequent analysis6. Known or expected local developments (including proposals for the ongoing

regeneration of the Westbourne Green and Harrow Road wards) and demographic changes

7. Known or expected changes to local and national primary care and wider guidelines and regulations including GP Commissioning and CQC registration and compliance.

8. Practice and patient priorities and issues

The practice engaged in a number of measures to enable wide discussion and debate with patients on what areas that should form the focus of our 2012/13 practice survey about determining local priorities, and ultimately to gain patient consensus agreement. This process included the agreement of the questions to be included in the survey.

The practice -

Installed a public display outlining the proposed practice / patient priorities as agreed with the PRG inviting open feedback, comments and other suggestions

A virtual display was also created on our practice website, with open feedback similarly invited

Emailed the proposed practice / patient priorities to all members of the PRG for review and feedback

The final priorities and survey questions and format were then agreed through an open meeting held with patients and PRG members. This meeting had been promoted to the PRG and all practice patients through the above activities.

6



2012/13 Practice priorities

* Ensuring goals set in 2011/12 are achieved

* Improve patient access to services and information

* Establish group health education and awareness sessions

* Improve Reception and Administration services and standards

* Involving patients in national developments including GP Commissioning and CQC (Care Quality Commission)

7



The Patient Survey

The form and content of the Patient Survey was agreed through a detailed process that was carried out in partnership with the practices patients and PRG members. This has been explained in detail above.

Historically, the response rate to local postal surveys has been very low. With that in mind and building upon the success of previous practice surveys, the survey was conducted both by post and in person, with survey forms available within the waiting room and from Reception.

To ensure that feedback was as representative as possible, all patients during a four week period were invited to complete the patient survey, including all patients accessing specialist clinics such as our learning disability clinic and our associated services / clinics (detailed in an earlier section).

A total of 150 survey were returned and completed accurately. The data from the completed forms was collated internally using standard spreadsheets and the results summarised into a short word based report.

8



2012/13 PATIENT SURVEY – SUMMARY OF RESULTS

A. Do you feel you have been given adequate information as to how our appointment system works?

92% of patients said yes

2. How do you feel we could best raise awareness about the benefits of our Appointment System?

Leaflets at Reception – 51%Discussion with Reception – 29%Open patient meetings – 13%Meet the Manager – 1%Other – 5%

3. Do you think we could make any changes to our Appointment system to improve access for patients, including for more vulnerable of our Patients?

62% of patients felt access could not be improved upon.

4. Do you feel there is easy access to the doctor for your children, both on the phone and for appointments?

90% of patients felt that there was easy access

5. Would you attend open patient education sessions run by our doctors if they were relevant to you?

62% of patients said they would attend

6. Do you feel that our Reception Service is supportive, informative and helpful?

98% of patients said yes

7. Would you like more information on national developments within the NHS?

55% said yes with leaflets being the preferred way to communicatethem

8. Are you aware of : YES

Our patient information leaflets? 82% Our online service? 69%That callbacks are not meant to replace face to face appointments? 91%That interpreters can be arranged for callbacks? 73%

9



Our extended range of onsite services? 71%

Summary of key themes from comments and suggestions:

The majority of patients who participated in the survey indicated that they were satisfied with the level of access provided and standards of services delivered by our team

Suggestions for improvements / developments included:

Increased use and functionality of Email communications

Enhance / promote awareness of services and operations by the use of various tools including information leaflets, patient notices, direct one to one communication (both by Reception and the GP) and through the use of email

Ensure that emergency needs are accommodated; especially for children

Note: The results of the survey are based on a total of 150 completed questionnaires

10



2012/13 PRACTICE ACTION PLAN Improving patient awareness

To implement a comprehensive plan to improve general patient and local awareness of practice services and operations and our approach to providing healthcare. This will be delivered through the following:

Availability of easy to read, widely available promotional leaflets

A core of 4 high quality and easy to read information leaflets will be provided both at the practice reception desk and at local pharmacies. There will be an information leaflet for each of the following:

Appointment information

Services and Waiting Times

Your Usual GP

Local services and Information

These leaflets will be supported by the provision of promotional and educational material through our practice waiting room screens, notice boards and website.

Establishing regular health promotion, education and general awareness sessions

A regular monthly “Awareness Afternoon” will be held in the health centre main waiting room to promote services that are available to local people. Different services will be promoted each month. This will be held on the first Tuesday of every month and be open to all local people.

A schedule of events will be promoted in new display units that will be erected on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

New quarterly GP health education and awareness sessions

The practice has started quarterly health education and awareness sessions in our main waiting room. These are lead by the GPs, who give a talk and facilitate discussion and questions. These are held on Thursday afternoons between 1pm and 2pm and are open to all local people. We will be asking the PRG and patients at large for suggestions as to which topics they would like covered in future events.

A schedule of events will be promoted in new display units to be erected on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

Monthly “meet the Manager” drop in Coffee mornings

11



The Practice Manager will be available to meet patients on a drop in or pre-arranged basis between 10am and 12noon on the last Thursday of each month. The Manager will be able to assist with queries about services, operations, our appointment system and / or any other issues that patients may wish to discuss.

This regular session will also be promoted in the new external display units, the practice noticeboard and website.

Periodical practice news updates / circulars

A summary of practice developments and relevant news will be circulated to PRG members on a periodic basis. This will also be made available on the practice website and noticeboard.

These updates will include summary information on changes happening within the NHS.

Reception Support and Advice

The Reception and Admin Team will continue with its comprehensive training plan to improve its customer focus and to ensure that patients feel that they are accessing a helpful and supportive service; in particular understanding and reaping the benefits of our appointment system and increasing awareness of the functions that are available online.

Improving patient access to services

Over the last 12 months the practice has implemented the following:

Email access to patients’ usual GP and / or Practice Nurse for non – urgent matters.

Emergency morning walk-in access for patients aged 10 and under

Improved access to a GP for vulnerable groups by the creation of a “Walk in Access” Card system.

The patient survey indicated that whilst patients were happy with the level of access provided by the practice, a lack of awareness of practice services and its operations often hinders access. The practice will therefore continue to improve access by driving up awareness through the actions noted in the first section.

The practice aims to further improve access by the following initiatives:

12



Participating in the patient “Choice” pilot

This allows the practice to register patients who live outside the local area. Participating in this pilot allows people who work or frequently visit the local area to access primary health care services in a way that may better fit with their needs and commitments. It also allows vulnerable patients in particular, who have moved out of the local area, to remain registered with us – this is important as many patients say they do not want to lose established relationships with the health care professionals they are comfortable with at the practice.

Use of text messaging

The practice has recently introduced the use of text messaging for communicating with patients. Primarily this is used for reminding patients of their appointments and promoting health campaigns but this facility also allows patients to cancel appointments directly or contact the practice for other reasons and purposes. The doctors and nurses also contact patients by text message about various issues.

Email “on the move”

The ever growing use of mobile internet means that patients can contact the practice by email at any given time. The practice is in the process of enhancing established systems to ensure that it can meet the rapidly growing demand for email consultations and advice.

All the issues that were raised through the practice survey have been incorporated into this action pan.

Agreeing the action Plan

13



The practice ensured full consultation, comment and approval of the Practice Action Plan by the PRG and wider patient community by following the now standard procedures established in early 2011.

The practice -

Created a public display outlining the findings of the patient survey, the proposed action plans and invited open feedback, comments and other suggestions

A virtual display was also created on our practice website, with open feedback similarly invited

Emailed the draft plan to all members of the PRG for review and feedback Made the results of the survey and proposed action plan available to a PRG and open

patient meeting which was held on the 4th December 2012. Patient meetings are promoted through the various forms noted above.

Proposed changes to the plan

There were no proposed changes to the action plan from either the PRG, practice team or the wider patient community. There are also no contractual implications of the actions agreed with the PRG.

2012/13 PRACTICE ACTION PLAN – PROGRESS TO DATE

14



Improving patient awareness

Availability of easy to read, widely available promotional leaflets

The core 4 practice information leaflets are now widely available; at the practice and at local pharmacies. These are supported by the provision of promotional and educational material at other local focal points such as libraries. The leaflets have also been circulated to all local partner organisations.

New exterior notice boards have been erected on the front of the Health Centre listing the events to be held for patients / local people throughout 2013. This includes the dates for all such events.

Awareness Afternoon Sessions / GP Health Education Sessions / Meet the Manager Coffee mornings

These patient focused sessions are now fully operational and integrated into the normal running of the health centre

Periodical practice news updates / circulars

A bi-annual summary practice newsletter will be developed as from the beginning of the new financial year. This will be circulated to PRG members, included on our website and highlighted on our practice noticeboard. This will be made available in June and December annually.

Reception Support and Advice

The Reception and Admin Team has and will continue with its comprehensive training plan to improve its customer focus. Early results are encouraging as indicated by the following key indicators:

Jan 2012 – June 2012 July 2012 – Dec 2012

Patient complaints 3 0

Significant Events* 4 1

The Reception Team aims to reduce complaints and significant events to 0 on an ongoing basis and continue to improve patient satisfaction as indicated by our annual patient survey.

*Includes Practice Administration

Improving patient access to services

15



Participating in the patient “Choice” pilot

The practice has registered / retained a significant number of patients through this Pilot and will indicate the benefits of the pilot to the Primary Care Trust when the review is undertaken. We are awaiting further information as to whether this positive initiative will continue into the future.

Use of text messaging

The use of text messaging continues to grow on a weekly basis; both the volume and the number of unique users. It now accounts for a significant proportion of daily contacts.

Email “on the move”

Email access continues to grow in popularity with practice statistics showing the following growth rate over the last 6 months.

Apr – Jun July – Sept Oct – Dec Jan – March

2011 3 52 70 68

2012 74 107 113

The above figures represent unique and individual consultation emails and not related follow ups. They also exclude prescription requests which generate a large number of online contacts over and above the email consultations.

16



2011/12 PRACTICE ACTION PLAN UPDATE – Building on the previous year’s actions and achievements

Improving access to services

Email access

As indicated above in our 2012/13 Action plan and progress report, this facility is being used by an ever increasing number of patients and is also generally more frequently used by each patient. The Practice continues to increase the level of awareness of this facility through paper and e-based promotions as well as conventional direct face to face promotion.

Promotional material on all practice services and facilities is also now displayed in local Westminster Libraries.

Morning walk in Access for 10 year olds and under.

This service continues to provide quick access to a GP (where possible the patients usual doctor) where parents feel this is needed. On average at least 20-30 children a week attend to see their usual / duty doctor for what their parents feel are urgent matters.

In the 2012/13 patient survey 90% of patients indicated that they felt there was easy access for children.

Improve access to a GP for vulnerable groups by the creation of a “Walk in Access” Card system

This system is used to ensure that very vulnerable patients can get access to medical care as and when it is needed. To date only a small number of patients have been issued with a “Walk in Card” as in most cases our appointment system caters for patients access needs or other more suitable access arrangements have been agreed between the patient and their GP

Improving patient awareness

82% of patients indicated awareness of our patient information leaflets and 92% of patients felt they had sufficient information to enable them to get the best out of our appointment system. The practice continues to increase general patient awareness of our services, facilities and other important areas, building on progress made in 2011/12 by the plans outlined in our 2012/13 action plan.

Driving up standards – Reception and Admin Service

98% of patients said that they feel our Reception Service is supportive, informative and helpful. Our continued team development plan has led to an improved patient experience and more positive overall feedback. The number of complaints about our Reception Service has fallen from 5 in 2011 to 3 in 2012 with no complaints being received in the last 6 months.

Local Participation Report – Distribution

17



This report has been made available on our Practice Website as from the 25 th January 2013. A copy is also published on our waiting room promotion display. This display notes that copies are available upon request.

Weblink: www.harrowroadhc.co.uk

A full copy of the report has also been distributed electronically to:

PRG Members

All staff and Associated Staff

The Local Neighbourhood Forum Leads

The PCT

West London Commissioning Consortium

K&C Link

PRACTICE OPENING HOURS and ACCESS Arrangements – See APPENDIX 3

APPENDIX 1

18



HRHC PATIENT PROFILE

Age and sex profile(extract from practice EMIS clinical system - January 2013)

HRHC Total ListAge Sex Practice Profile

Age group Male % Female % Total % 0-4 155 4% 162 4% 317 7% 5 - 16 367 9% 368 9% 735 17% 17 - 24 205 4.8% 234 5.4% 439 10.2% 25 - 34 381 8.8% 469 10.9% 850 19.7% 35 - 44 382 8.9% 380 8.8% 762 17.7% 45 - 54 349 8.1% 301 7.0% 650 15.1% 55 - 64 157 3.6% 145 3.4% 302 7.0% 65 - 74 62 1.4% 78 1.8% 140 3.3% 75 - 84 47 1.1% 48 1.1% 95 2.2% 85 - 89 6 0.1% 7 0.2% 13 0.3% 90+ 0 0.0% 3 0.1% 3 0.1% Sub - total 2111 49.0% 2195 51.0% 4306 100.0%

HRHC Patient Ethnicity profile

19

Source: 2012 JSNA – Health and Well being Assessment – Westbourne Masterplan Area)



HRHC Ethnicity Profile(extract from practice EMIS clinical system - January 2013)

Ethnic Category % of total recordedOther White - eth cat 2001cens 27%African - ethn cat 2001 census 9%Other Asian - eth cat 2001cens 7%Ethn cat not stated 2001census 7%Other Asian/Asian unsp 2001cen 5%British/mixed British 2001cens 5%English - ethn cat 2001 census 4%White British eth cat 2001 cen 4%Caribbean - eth cat 2001census 4%Arab - ethnic category 2001 census 4%Other Black - eth cat 2001cens 3%Other Mixed - eth cat 2001cens 3%Other - ethn categ 2001 census 2%White & Asian eth cat 2001cens 2%North African eth cat 2001cens 2%White & Black African 2001cens 1%Irish - ethn categ 2001 census 1%Albanian - eth cat 2001 census 1%Chinese - ethn cat 2001 census 1%Kosovan - ethn cat 2001 census 1%White & BlackCaribbean 2001cen 1%MEast ex Isr/Iran/Arab 2001cen 1%Bangladeshi/Brit Bangl 2001cen 1%Indian/British Indian 2001cens 1%Black British eth cat 2001cens 1%Other categories 4%

Language profile

20

Source: 2012 JSNA – Health and Well being Assessment – Westbourne Masterplan Area)



HRHC Ethnicity Profile(extract from practice EMIS clinical system - January 2013)

Main Spoken Languages % Total RecordingEnglish 48.46%Arabic 20.50%Portuguese 5.93%Albanian 4.75%Spanish 2.55%Farsi 2.05%French 2.02%Kurdish 1.93%Polish 1.49%Somali 0.99%Other 9.32%Total 100%

APPENDIX 2

21



HRHC PRG PATIENT PROFILE (extract from January 2013)

Age Sex Profile

Age group % % % 0-4 0% 0% 0% 5 - 16 1% 1% 2% 17 - 24 2.3% 10.5% 12.8% 25 - 34 14.0% 18.6% 32.6% 35 - 44 4.7% 10.5% 15.1% 45 - 54 17.4% 9.3% 26.7% 55 - 64 4.7% 2.3% 7.0% 65 - 74 1.2% 1.2% 2.3% 75 - 84 1.2% 0.0% 1.2% 85 - 89 0.0% 0.0% 0.0% 90+ 0.0% 0.0% 0.0% Sub - total 46.5% 53.5% 100.0%

The Main Spoken Languages of HRHC PRGMain Spoken Languages % Total Recording

22



English 52.33%Arabic 12.79%Portuguese 3.49%Albanian 3.49%Spanish 3.49%French 3.49%Kurdish 1.16%Farsi 2.33%Other 17.44%Total 100%

Other PRG Statistics:

HRHC PRG Profile

* Carers: 9% of members are carers

The Ethnicity Breakdown of HRHC PRG

Ethnic Category% Total Recording

% of each group

White British 16% 40% Irish 0% 0% Other White 22% 54% Eastern European 2.3% 6%Total White 40.7% Black African 8% 37% Caribbean 9% 42% Other Black 5% 21%Total Black 22% Arab Arab 5% 67% North African 0.0% 33%Total Arab 7% Asian Bangladeshi 1% 11% Indian 0% 0% Pakistani 0.0% 0% Other Asian 9% 89%Total Asian 10% Mixed White & Asian 2.3% 29% White & Black African 0% 0% White & Black Caribbean 0.0% 0% Other Mixed 6% 71%Total Mixed 8% Other Chinese 1% 20% Other 5% 80%Total Other 6% Not Stated Not Stated 6%Total not stated 6%Total 100%

23



* Learning Disability 1% of members have a learning disability

* Homeless:11% of members are either homeless or live in temporary accommodation(this excludes those living in longer term council housing)

* Substance Misuse 4% of members have substance misuse difficulties

APPENDIX 3 - PRACTICE OPENING HOURS and ACCESS Arrangements

OPENING HOURS

24



Monday 9am – 1pm 2pm – 6pmTuesday 9am – 1pm 2pm – 6pmWednesday 9am – 1pm 2pm – 6pmThursday 9am – 1pm ClosedFriday 9am – 1pm 2pm – 6pm

ACCESS AND APPOINTMENTSThe practice has an open list and has a well-established policy of access to all. The practice operates what is known as personal lists for each GP. This means that every patient is allocated to one GP, who will in nearly all circumstances provide their medical care and input (for emergency matters / or where your usual GP is not in the practice, the on call duty doctor will provide medical support and care).

GP AppointmentsOur appointment system is called “Talk to your GP” and is based on a tried and tested appointment system that is nationally recognised by the NHS Institute of Innovation and Improvement as providing much better access for patients than other more standard appointment systems

Our appointment system:

Considerably improves access to your doctor

Ensures continuity of care with your doctor

Makes sure you see the doctor who knows you best

Provides more time with your GP when you need it

Ensures that you see the most appropriate member of our team

Make sure that you can access simply and easily the most appropriate service to meet your needs

Reduces inconvenience to you and save you time

Under the new system, all patients who want to speak to or see their GP are asked to book a telephone call back with their doctor. Patients can call at any time when the Health Centre is open and arrange a telephone call back slot. This does not apply to emergencies – patients come in and will be seen straight away.

Your usual doctor will then call you back at a time agreed with you (within a maximum of 2 – 3 hours) and discuss the problem, and either resolve it there and then or agree with you the best plan of action to meet your needs. Test results will also be dealt with by your usual Doctor. Urgent problems or emergencies are dealt with immediately.

In addition to the booking callbacks, patients can now email their usual GP via our website (www.harrowroadhc.co.uk) for non – urgent matters.

25

http://www.harrowroadhc.co.uk/



Where patients feel that the appointment system does not fully meet their individual needs, they can discuss other access options with their GP.

Flexibilities include:

Emailing your GP (as detailed above)

Walk in Access Card System (for vulnerable patients)

Using our website tools (for ordering repeat prescriptions, accessing latest news and advice, using links to patient educational resources)

Fax communications

Provision of interpreting support where required

Where patients are unable to leave their own home, their usual GP can arrange for appropriate care to be provided in their home.

Appointments with other members of our team

These appointments can be booked by Reception as normal. The “Talk to your GP” system only relates to appointments with the doctor.

Our Practice Nurses provide the following services:

Blood pressure checks Cervical Smears Dietary AdviceDietary advice Weight management ImmunisationsGeneral health checks Sexual health advice Wound dressingsEar syringing Stitches and removal Urine testing Travel advice and immunisations Stop Smoking ServiceMonitoring long term conditions like Asthma and DiabetesPregnancy Testing & Contraceptive advice and reviews

Our Reception Team can assist you with:

Repeat Prescriptions Medical reports and certificatesHospital Appointments Results (when these are normal)

Other members of our Primary Health Care Team include:

Health Visitor, District Nurse, CPN, Specialist Drugs and Alcohol Nurses, Counsellors, Graduate Mental Health Worker, Learning Disability Nurse, Welfare and Benefits Rights Advisor, and specialist support for carers.

26



The practice also has a number of enhanced / extended care services available for patients operating on site (see below). For more information on these, please ask one of our Reception Team or pick up details from our information display in the patient waiting area.

Substance and alcohol misuse support Counselling Learning Disability enhanced care Welfare and Benefits Rights Advice and Support Signposting and support service for Arabic speaking patients Carers support service Injury Prevention Training for Carers Victim support Service Family support drop in service HELP Support for people living in temporary accommodation Health Trainers service Integrated Child Health Clinic

The surgery also has a SurgeryPod onsite. The Surgery Pod is a touch screen computer with additional “plugged in” equipment which enables patients, without Doctor or Nurse supervision, to perform their own tests which are uploaded immediately into their patient record.

Patients can record vital signs such as blood pressure and pulse rate, or basic information including weight and height.

You can also complete a variety of quality of life questionnaires including smoking and alcohol assessments, and questionnaires relating to anxiety and depression.

For more information, again, please either ask your usual Doctor of at Reception.

Emergency and out of hours.

Should a doctor be needed at any time there will always be a duty doctor either on site or, in exceptional circumstances, available on a mobile phone.

Out of hours services for patients is covered by the local (KCW Co-operative) GP Co-op. A message on the surgery telephone number outlines how to access their services as does information on the website and patient leaflet.

Out of Hours Emergencies:Telephone : 0208 969 7777

Out of Hours Non Emergency Advice: 111

The KCW GP Co-operative is responsible for out of hours cover at Weekends, Bank Holidays, during week days between 6.30pm to 8am and on Thursdays between 1pm and 6.30pm.

If you ring when the health centre is closed you will hear a recorded message giving you instructions of how to get medical advice, and how to contact the Out of Hours service.

27



NHS111 - provides medical help fast where needed but it’s not a life-threatening situation, you can now call the new NHS 111 number. When you call 111, a trained adviser will ask you questions to find out what’s wrong, give you medical advice and direct you to someone who can help you, like an out-of-hour doctor or a community nurse. If the adviser thinks your condition is more serious, they will direct you to hospital or send an ambulance. If you don’t speak English, tell the adviser what language you want to speak and they will get you an interpreter. You can call 111 any time of the day. The call is free, from landlines and mobiles.

IF YOU HAVE TROUBLE BREATHING OR CHEST PAINS DIAL 999 CALL AN AMBULANCE AND GO TO HOSPITAL

PHYSICAL ACCESSThe practice is situated at 209 Harrow Road, close to the Westway flyover. The practice is fully DDA Compliant (i.e. the practice facilities have been designed and fitted out in such a way that we are able to provide easy access for people with physical and other disabilities).

Nearest Underground: Royal Oak (Hammersmith & City Line) (2 minute gentle walk)

Buses 18 36 ( 1 minute gentle walk from the nearest bus stops)

Harrow Road Health CentreLocal Patient Participation Report 2012/13

For more information or if you would like to discuss the contents of this report, please call our Reception Team who will arrange an appointment with me.

Dan Redsull – GreenPractice Business ManagerJanuary 2013

28

downloadable draft - harrow roadharrowroadhc.co.uk/uploads/main/lppt.doc · web viewa total of 150...

Documents