ppg les report march 2014 - · pdf fileoxford ox3 9ja phone: 01865 761651 ... (practice...
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Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Bury Knowle Health Centre Patient Participation (Reference) Group Report March 2014
Produced for the Patient Participation
Directed Enhanced Service (DES) 2011/2014
Introduction
This report has been produced for patients along guidelines required by the
Department of Health Directed Enhanced Service and requested by Oxfordshire
PCT/CCG. This report contains the progress that we have made against our Bury Knowle
2011-14 action plans (Appendix I), useful Practice information (Appendix II & III) and
summarises the results of our 2014 patient survey (Appendix IV).
Bury Knowle has an established Patient Participation Group (PPG). The group feeds
back to the Practice areas for improvement from which priorities are established. The
PPG contains members from both Bury Knowle Health Centre and our branch surgery in
Barton and we meet on a quarterly basis. The minutes of which are published on our
website.
We also have a virtual PPG who we continue to email and who participate in the
annual patient survey. At present, there are 205 members who are happy to be
contacted via email and who are invited to participate in our annual patient survey. In
addition, all of our patients are welcome to give suggestions/feedback about the
surgery at any time. This can be done via our website, email or via out suggestions box,
located in the waiting room.
The focus of the PPG this year has been to take forward the practice plan, which
included the priorities identified by the PPG last year. However, at each meeting,
patients are asked to raise any issues they have or wish to be discussed and these are
prioritised and discussed before any agenda items. This focus has proved beneficial, as
it ensures patients find the meetings beneficial and that they continue to attend. On
average, we have between 12-17 attendees at each meeting. As well as patients,
raising issues associated with the practice, at each PPG meeting this year, patients have
wanted to discuss the Oxfordshire Clinical Commissioning Group (OCCG) and local
services, which has led to some interesting discussions. As a result, we have encouraged
patients to attend the local City Patient Forum run by OCCG, which they have. Nigel
Carter (NC), Community Develop Worker for Oxford City and North East locality
attended one of our meetings, which proved beneficial.
The design of our 2014 Patient Survey was discussed in our January PPG meeting. All
patients were asked to make suggestions as to what questions should be included.
Suggestions made by the Practice included gaining feedback on the appointment
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
system as well as items that had previously been raised at the PPG meetings, such as
the telephone system. No other question suggestions were put forward by patients. The
survey was devised in February and administered in March 2014. The survey was
emailed to both the Virtual PPG (205 patients in total) and patients for whom we have
an email, and who have seen a Doctor within the preceding 3 months (683 patients).
The outcomes of the survey will be disused with the PPG at its next meeting in April and
an Action Plan confirmed. We received 27 responses from our virtual PPG group (13%)
and 156 responses from patients seen in the last 3 months (23%). The proposed Action
Plan for 2014 is as follows:-
Action Plan 2014
As a result of the individual patient priorities raised at the face to face PPG meetings
and our survey results, the following action plan has been devised for 2014:
1. Continue to keep patients updated on changes/general feedback relating to
the Oxford Clinical Commissioning Group and local services.
2. Review our existing telephone system and propose changes to improve patient
access. This should include call recording.
3. Continue to focus on marketing our appointment system to ensure patients are
aware of how best to access our services and the appointments available to
them (Telephone, face-to-face, nurse minor illness, and extended hours).
Continue to:-
a. Promote our online appointment booking service – for both extended hour
and telephone appointments
b. Promote our repeat prescription online service
c. Promote nurse minor illness appointments – available each day in both the
morning and afternoon.
d. Ensure patients are aware of our face-to-face extended hour
appointments.
e. Have a consistent message from reception re: services available.
4. Patient Information
a. Have a PPG noticeboard which contains the following information:-
i. A folder containing the minutes of all of the PPG meetings
ii. A folder containing the quarterly patients newsletters
iii. Advert re: date of next meeting
iv. Topics chosen by the PPG to inform patients off e.g. patient.care
data.
v. Frequently asked questions
vi. All of the above should also be made available on our website
b. Review & update practice website contents
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Bury Knowle Health Centre/Barton Surgery PPG Members
The patient groups comprises of 205 members
• Bury Knowle/Barton PPG – 32 members have signed up (15 attended the
meeting in January 2014).
• Virtual PPG – 205 members (This group includes those who attend the Barton & BK
PPG meetings). The majority of this group are happy to receive emails and
participate in the annual survey but do not want to be more actively involved.
The profile of the PPG members, detailed below, shows that we continue to have a
reasonable gender mix, although it remains skewed towards females. However, we
continue to have a representative within each of the age bands, which is really
encouraging. It also shows that we have a good spread with regards to the frequency
with which the patients access the surgery. The majority of the patients are white British,
so we will continue to promote and encourage more patients from different ethnic
groups to attend.
PPG Members Profile
Attendance Gender
Often 71 35% Male 76 37%
Occasionally 111 54% Female 129 63%
Very Rare 23 11% Total 205
Total 205
Ethnicity Age
Under 16 2 1%
17-24 6 3%
25-34 35 17%
35-44 33 16%
45-54 43 21%
55-64 31 15%
65-74 35 17%
75-84 16 8%
Over 84 4 2%
Total 205
White British 166 81%
White Irish 4 2%
Indian 2 1%
Black Caribbean 2 1%
Black African 2 1%
Chinese 2 1%
Other 27 13%
Total 205
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Group meetings
The quarterly PPG meetings are publicised within both surgery waiting rooms, via our
staff, on the practice website (www.buryknowle.org), in the quarterly patient newsletter
and via email to all of its members. Any patient is welcome to therefore join the group
at any time. Our Practice website has five pages dedicated to the PPG, which includes
patient information/leaflet, PPG meetings, survey results, this report and a ‘Contact us’
section - in case patients have any queries that they’d like to raise.
The timings of the meetings have been altered throughout the year, to ensure all
patients’ availability/commitments are accommodated. The meetings are structured so
that any suggestion or actions agreed at a meeting are reported on at the start of the
next meeting. This ensures that patients are able to track progress on a quarterly basis.
At every meeting, each patient is encouraged to state their reason for attending and
any items that they want addressed or to be raised. All of the meeting minutes can be
found on the Practice website http://www.buryknowle.org/ppg.aspx/. All of the 2011-14
Action Plan priorities have been discussed at the PPG meetings. Please see the table in
Appendix I for progress to date.
The last meeting was held on 22nd January 2014 at 5.30pm at Bury Knowle and the
majority of the meeting focused on OCCG and local services, as our PPG have taken a
keen interest in local services. 15 PPG members attended with several others sending
apologies.
Conclusion
We are proud of the service that we provide at both Bury Knowle Health Centre and
Barton Surgery. However, we are not complacent and will continue to seek to find ways
in which we can improve the experience of our patients.
This report will be made available to the CCG, all PPG members and a copy will be
available on our website for all patients to access. The patient survey results are also
available on our website.
In compiling and publishing this report with its associated evidence, we believe that we
have fully met the requirements of the DES.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Appendix I – Action Plans over the past 3 years and progress to date
In 2011/12 the PPG priority areas agreed & progress to date:-
Priority Progress/Action still required
Telephone Access We have recently increased telephony
hours within reception to ensure more
resources are available on a Monday
Morning and Friday morning.
A new telephone system was installed in
February 2011 and this will continue to be
reviewed and monitored and
improvements made where possible. We
are also investigating VOIP as a solution to
improve our system going forward.
Named Doctor System & Access (face to
face & telephone)
Please see the update in the main body of
this report.
DNA’s (Did not attends) have also
dramatically reduced since the
implementation of the new appointment
system
Appointment waiting times Please see the update in the main body of
this report. Access has dramatically
improved since the new appointment
system has been implemented. Patients
can access their named doctor within 2
working days unless on leave.
Practice opening hours Extended hours will be reviewed as part of
our 2013/14 action plan.
Premises - Waiting area Our waiting room chairs are now cleaned
on an annual basis.
Staff – Reception Service As per above we have recently invested in
more reception staff.
Car Parking facilities This will be reviewed as part of our 2013/14
action plan.
Patient Education - patient awareness re:
website & usage
Our practice website is regularly updated
and includes a wealth of information.
Patient education will continue to be a
focus in 2013/14
Clinical service satisfaction This was reviewed in our recent patient
survey.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Action Plans 2011-13 & Progress to date
Barton Surgery Priorities
Item/Task Progress/Action still required
1.Improve Access & continuity at Barton Surgery
a. Increase the number of Doctor
sessions provided per week
Actioned - The surgery now provides 5 Dr
sessions/week instead of 4
b. Increase the number of nurse sessions
provided per week
The surgery provides 2 nursing sessions & 1
phlebotomy session per week. We have
yet to increase sessions as access to
appointments is good. Provision will be
reviewed again as and when access
becomes an issue.
c. Increase the opening hours of the
Surgery
Actioned - The surgery is now open 5
days/week.
d. Increase continuity – establish a Barton
Doctors team, individual Doctor business
cards which detail the Doctors clinics,
special interests
Actioned – there is a dedicated Barton Dr
team, which consists of Dr Holden, Dr
Collins & Dr Al-Dabagh. Business cards are
available in the waiting room and at
reception.
e. Improve patient education regarding the Surgery & improve community awareness
of the surgery
Articles in the patient newsletter, local
Parish Council newsletter, and the Barton
‘hands on’ community newsletter
Actioned – articles were placed in all of
these publications.
Ask the council/housing association to
give out a Barton leaflet/business card to
all new tenants.
Actioned – OCHA give all tenants the
Barton leaflet.
Generic Barton business cards
Actioned - Business cards are available in
the waiting room and at reception.
Improve information available on the
Bury Knowle website
Actioned – the website is reviewed and
updated on a regular basis.
Erect appropriate signage outside and
inside the surgery
Actioned – a sign was placed on the
external wall.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Install a patient education TV screen in
the waiting room
Actioned – a new patient education TV
screen is located in the waiting room. This is
updated on a regular basis.
Increase usage of SMS reminder service All patients with mobiles are offered the
opportunity to sign up to our SMS text
reminder service.
2.Expand the services provided at Barton Surgery by implementing the following:
a. SMART clinic Actioned – this service was implemented
but due to funding has now stopped. We
hope to re-visit this soon.
b. Teenage health drop in clinic Actioned – this service was piloted on 2
occasions but due to poor uptake the
service has now stopped.
c. Carers clinic Actioned – a carers worker holds a
monthly clinic at Barton. This service has
proved successful and is well utilised.
d. Podiatry/Foot service Clinic Actioned – unfortunately we have been
unable to implement this new service due
to the proposed service provider being
unable to recruit and train staff.
e. Counselling service – The Listening
Centre
Actioned – this service was implemented
(one session per week) and we will shortly
be increasing the number of sessions
provided to 2 per week due to the high
uptake.
f. Diabetes Clinic Still to do
3.Improve the screening uptake at Barton Surgery
a. Breast screening Actioned – Letters were sent to
approximately 30-40 Barton patients who
did not respond to a letter inviting them to
attend a Breast Screening appointment.
The letter invited the patient to come in to
see their named Doctor to discuss their
reasons for not attending their screening
appointment, in the hope that the Doctor
could encourage them to do so. As a
result some patients have since been
screened.
To increase uptake the breast screening
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
clinic are looking into the possibility of
having the breast screening mobile unit in
a more accessible area for Barton
residents.
b. Cytology screening Actioned – letters are sent to all patients
who decline screening in the hope that we
can encourage them to do so. Invite
letters are also sent as a reminder to all
patients that screening is due.
c. Bowel screening Actioned – letters are sent to all patients
who decline screening in the hope that we
can encourage them to do so.
Bury Knowle Health Centre Priorities
Item/Task Progress/Action still required
1.Premises
a. Patient Toilets
- Refurbish the patient toilets
- Review toilet supplies – toilet rolls, hand
towels
- Erect appropriate signage directing
patients to the 2nd toilet
- Bigger mirror in the waiting room to see
the queues
- Consider putting 2 ‘pull-up’ chairs on
the wall for patients who can’t stand if
there’s a queue
- Review the reception desk height –
disabled access
b. Clean the waiting room chairs &
devise a cleaning routine
c. Turn off the patient check in screen
saver
- Still to be actioned
- Actioned and supplies are checked regularly.
- Actioned – a sign has been erected in the
waiting room
- Actioned
- Reviewed but not possible for Health and
safety reasons. An alternative has been
organised.
- Still to be actioned
- Actioned and forms part of our regular
cleaning routine.
- Actioned
2.Review phlebotomy sickness cover
arrangements
Actioned - An additional phlebotomist has
been recruited,
3.Online Appointment Service
a. Review the medication repeat request
service as currently showing some errors
b. Review Doctor appointment
All of these items were actioned and resolved.
Routine nursing appointments are
unfortunately still unavailable due to
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
availability as currently not showing all
available appointments
c. Remove the nurse appointment option
as not available
d. Review whether nurse appointments
can be made available online,
especially phlebotomy appointments
configuration issues. Phlebotomy appointments
can be booked.
4.Improve patients being notified of clinicians running late
- Via reception
- Via the Touchscreen?
Actioned – reception now inform the waiting
room and patients have noted an
improvement.
5.Services
- Review current physiotherapy
appointment availability
- Purchase a 2nd 24hr BP machine
- Staple the prescriptions together on the
RHS
- Actioned – The PCT commissions the
physiotherapy service provided at BK. If all
appointments are booked we initiate referrals
to Secondary Care (Hospital). To improve
access to
physio appointments we have actively been
trying to reduce the DNA (Did not attend)
rates. We have addressed this issue by
obtaining mobile numbers and sending text
confirmation messages and reminder
messages to patients.
- Actioned second machine was purchased.
- Actioned
6.Patient Communication/campaigns
- Review our 2013 flu campaign and
include telephoning all patients aged
over 70 to invite them to attend a flu
vaccine appointment. This is as well as
sending an SMS text reminder and
instead of sending a letter.
- Automatically sign up new patients
(who give an email address) to receive
the quarterly practice newsletter
- Actioned
- Actioned
Virtual PPG Priorities
Item/Task Progress/Action still required
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
1.Improve Access & continuity to a
patients named Doctor
Actioned – please see progress paragraph
below.
2.Review reception opening hours (8am
start)
This was reviewed and although a receptionist
starts at 8am, other duties are required which
means the reception desk can’t be manned.
However someone is always around if required.
Patients who have appts between 8-8.30am
can book in via the Touchscreen.
3.Information of Services - Patient Education
a. Examine alternative means to
communicate up to date surgery
information to infrequent surgery users
(Website, SMS, Emails)
b. Review the language barriers
associated with patient education
- The website is updated on a regular basis to
ensure up to date information is available to
patients. We also circulate any essential
information via email as this reaches over 2,500
patients.
- Google translate is available on our website,
so all of our information can be translated at a
click of a button. We also have access to
language line for individual patients and can
provide leaflets in different languages if
required.
4.Review appointments online
functionality
Actioned – this has been reviewed and
improvements made where possible. If
suggested improvements have not been
possible we’ve passed them to the service
provider/development team for consideration.
5.Improve the car parking facilities at
Bury Knowle Health Centre
This item is being reviewed.
6. Illness prevention - Improve the
screening uptake at Bury Knowle Health
Centre
a. Breast screening
b. Cytology screening
c. Bowel screening
d. Review alternative therapies available
and offered at the surgery
Please see the update section above in the
Barton Surgery Priorities
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Action Plan 2014 & Progress to date
Item/Task Progress/Action still required
1. Review our extended hour appointment compliment in order
to better accommodate those
patients that work and who wish to
continue to book face to face
routine appointments. Promote this
to our working population.
Additional extended hour appointments are
now available for patients to use.
Appointments can be booked by contacting
reception or via appointments online.
1. Devise a marketing plan to raise patient awareness and promote
the new appointment system
and how best to access our
services.
a. Promote our online appointment booking
service – for both extended
hour and telephone
appointments
b. Promote nurse minor illness appointments – available
each day AM & PM.
c. Devise a new patient registration pack
d. Email all patients for whom we have an email address
– useful patient information
All patients are given information when they
register regarding our online facilities and how
they can register, our appointment system and
our minor illness clinics.
This information is also available in our waiting
room, appeared as an article in our newsletter
and is available on our practice website. It was
also emailed to all patients for whom we have
an email address, which is approx. 3,000
patients.
2. Continue to focus on improving our screening uptake and
encouraging patients to attend
screening invites – breast
screening, bowel cancer
screening & cervical screening.
DNA (Did not attend) letters are sent to
patients who do not take up various screening
initiatives. The letter invites the patient to
discuss the screening options with their named
doctor, so that they can answer any concerns
that they have.
3. Review our car parking The PPG agreed to remove this from our action
plan in one of our meetings.
4. Investigate VOIP as a solution to improve our current telephone
system.
This has been and is still being investigated. It
will form part of our Action Plan for 2014.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Appendix II- Opening Hours
Burk Knowle Surgery Opening Hours
Monday 8.30am - 6.00pm
Tuesday 7.30am - 6.00pm
Wednesday 8.30am - 12.30pm
1.30pm - 7.00pm
Thursday 8.30am - 6.00pm
Friday 7.30am - 6.00pm
Saturday 8.15am - 11.15am
The practice is closed between 12.30 and 1.30pm for training every Wednesday.
Extended Hours
We offer nurse appointments from 7.30am on a Tuesday morning and from 8.00am on a
Monday, Wednesday, Thursday & Friday. We also offer early morning routine Doctor
appointments on a Tuesday and Friday (7.30-8.00am) and late evening routine
appointments on a Wednesday (6.30-7.00pm) and on Saturday mornings (8.15am –
11.15am). These appointments are primarily designed for those patients who work full
time.
Barton Surgery Opening Hours
Monday 8.30am - 1.00pm 2.00pm – 6.00pm
Tuesday 8.30am - 1.00pm 2.00pm – 6.00pm
Wednesday 8.30am - 12.15pm 2.00pm – 6.00pm
Thursday 8.30am - 1.00pm 2.00pm – 6.00pm
Friday 8.30am - 1.00pm 2.00pm – 5.00pm
Saturday Closed
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Appendix III
Background Information
Practice Profile
Bury Knowle Health Centre is a PMS practice located in an area of Oxford that includes
areas of significant deprivation. As at 25th March 2014 the patient list size was 13,973.
We have a branch surgery in Barton. Barton is located on the north side of the A40 and
is one of the most disadvantaged estates in the City. Government statistics of indices of
deprivation shows Barton/Sandhills Ward to have the second highest level of
deprivation in the whole of Oxfordshire (Barton Residents’ Research Survey Report
November 2009). Areas of high deprivation report high levels of unmet health care
needs, increased mortality rates and an increase in patients with long term conditions.
The Bury Knowle team consists of 9 doctors, 6 nurses and 2 health care assistants. The
clinical team is supported by a management, administration and reception team. We
are accredited as a training practice and have at least one GP registrar training with us
each year.
Appointment Access
A doctor or nurse is available during our opening times (Monday – Friday 8.30am – 6pm,
a doctor is available on Tuesday & Friday from 7.30am, to 7pm on Wednesday and
Saturdays 8.15am – 11.15am. Nurses are available from 7.30am on a Tuesday and from
8.00am on a Monday, Wednesday, Thursday & Friday). Our late evening and Saturday
morning times may be particularly suitable for those who work or who have other
commitments.
Our Doctors’ page on our website details more information regarding which days of the
week each doctor is on duty at the surgery.
Patients can register for SMS text reminders and our online appointments service –
patients can book appointments 24/7 and can use the text box to give their named
doctor information regarding what they want to discuss.
Same Day Appointments/Telephone Advice
In order to make it easier for patients to see and speak to their named doctor quickly
when they are ill, we operate a telephone access system which doesn’t require
advance booking. Patients can simply telephone the surgery on the day that they wish
to speak to or see their named doctor and their doctor will call them back as soon as
they can, or at a time which is convenient to them.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
The patients named doctor will discuss the patient’s illness and agree with them the best
course of action, which could be:
• if they need to be seen the patient will get an appointment with their doctor on
the same day, or at a time very shortly thereafter that is convenient to them
• their issue may be dealt with over the telephone without them needing to come
in, or
• they may suggest the patient needs tests or a referral to another healthcare
professional before seeing them.
Wherever possible we will try to ensure that the patients named doctor deals with these
urgent issues - naturally if they are not on duty on the day, or are very busy, then
another doctor is available.
Minor Illness / Telephone Advice
One of our specially trained minor illness nurses is available each morning and afternoon
to give telephone advice and deal face to face with minor illness concerns.
Making Appointments
Appointments can be made by telephoning the practice, calling in to the practice or
online. We have no restrictions on booking ahead to see your preferred Doctor or any
other clinician.
All of our Doctors on duty are able to deal with medically urgent same day requests,
either face to face or by telephone. In addition, one Doctor by rotation has most of
their morning and afternoon set aside for urgent same day requests – we aim to ensure
that all such requests are dealt with within a few hours of the request being made.
When We Are Closed
From April 2013, the Local Area Team of the National Commissioning Board will take
over responsibility from the Primary Care Trust to provide out of hours GP services to all
patients of City practices. If patients need to see a doctor during the evening (after
6.30pm) or at the weekend, they can simply phone the surgery number 01865 761651
and Oxford Emergency Medical Service (OXEMS) will help them.
Alternatively patients can ring OXEMS directly on 0845 345 8995.
Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane
Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)
Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins
Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark
207 London Road
Headington
Oxford
OX3 9JA
Phone: 01865 761651
Fax: 01865 768559 [email protected]
www.buryknowle.org
Appendix IV - 2014 Patient Survey
The survey results are published on our Practice Website. Please click on the following
link www.buryknowle.org
PDF versions of the survey results have also been circulated with this report.