st
Part 1 –Statement of Quality by our Senior Partner
Hobs Moat Medical Centre has been in existence since 1981 although in different premises over this period. During that time we have seen significant changes within the NHS and within our own organisation. The five current partners have been together since 1998.
We are commissioned by Solihull Care Trust to provide Personal Medical Services to our Practice population which currently stands at just under 10,000. These services include management of patients with chronic disease such as diabetes and asthma, providing a range of immunisation to children along with the seasonal influenza campaign and minor surgery.
These are a set of quality accounts – so what is quality? Well, most businesses define this as meeting the customer needs. You, our patient, are our customers, so we will try at all times to meet your needs. In all aspects of the services we provide,
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we endeavour to focus on incorporating quality into all our processes. We monitor this by taking into account patient feedback whether this is in the form of patient surveys (National and those conducted in house), patient complaints or compliments and by internal audits for example on medicine use. We also have to consider the budgets we are set especially in light of the deficit within the Solihull area. For the future, we will be in total control of our budget as GPs take over the role of commissioning services on your behalf. This means that your doctors will be able to decide what services and by whom these are provided taking into account the need of our population. Hobs Moat Medical Centre sits within Lyndon ward, a recognised deprived area of Solihull which brings its own challenges. For example, we have a high teenage pregnancy rate, a lower life expectancy and an above average number of patients who smoke.
We always seek to improve the experience of the patients we support and in turn support our staff to achieve this. The Health Act 2009 puts a duty on all providers of
NHS services to produce annual Quality Accounts to the public on the quality of the services they provide and the areas we wish to focus on to improve during the next twelve months. This will become mandatory for General Practice from 2012. We have put ourselves forward, 12 months ahead, to produce this, our first quality account which we hope you will find useful and informative. We hope this document will help our patients understand:
• What Hobs Moat Medical Centre is doing well
• What improvements in service quality are required
• What our priorities are for the coming year
• How we intend to involve patients, staff and others with an interest in our organisation in determining priorities for the future
The Department of Health has published regulations which determine what must be included in these accounts. These are:
• Part 1 – A statement of quality from the senior partner
• Part 2 – Priorities for improvement – this is the part where we will look forward to the year ahead and share with you our plans to improve quality and how we have chosen our priorities. It will also include statements relating to the quality of NHS services provided, these are common to all providers of NHS services which makes the accounts comparable between organisations
• Part 3 – a review of quality performance, this looks back at what we have achieved to date looking at three particular areas of Clinical Effectiveness,
Patient Safety and Patient Experience. An explanation of how we have
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arrived at our priorities for the coming year and a statement from Solihull Care
Trust once they have reviewed our draft accounts.
Some of the key points to highlight from a review of our last years activity
• Introduction of an on line appointment booking facility
• Clinics offered from the centre now include heart failure, an integrated musculoskeletal service, ENT consultant led and respiratory run by an advanced nurse practitioner
• Maintained the text and voice reminder service for all appointments including the ability to cancel appointments no longer required
• Strengthened the knowledge and depth of our nursing team
• Provided an outreach nurse to visit those patients who find it difficult to visit the surgery for routine tests but who do not qualify for care by the district nursing team
• Developed and implemented a weight management and healthy lifestyle programme including specialist weight clinics and a local exercise class.
Special mention should be made of the support given by our local Practice
Based Commissioning Consortia, Sirius with this project
• Production of regular patient newsletters
• Successful implementation of this year’s annual influenza vaccination programme recording a record number of immunisations given
• Achieved a 98% score in our annual infection control audit
Thanks are owed to the entire Practice team for their efforts and to the members of our patient participation group who help shape and guide our direction for the future.
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Thank you for taking the time to read these quality accounts, we hope you find them interesting. Should you like further explanation or information, please contact our
Practice Manager, Sandra Reynolds.
To the best of my knowledge, I confirm that the information contained in this document is true and accurate.
Signed
Dr S Cowles
Senior Partner
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This is the forward looking section of our Quality Accounts were we will identify three areas for improvement and monitoring over the coming twelve months and will feedback on our progress in next years statement. We are required to identify an area for improvement under each of the following headings
Patient Safety
Clinical Effectiveness
Patient Experience
The review part of these accounts which you will find in Section 3 has determined which three areas we will concentrate on for next year. We have also taken these decision in conjunction with the Practice staff and our patient participation group
(PPG). The PPG meets periodically to help us review the results of the patient surveys, both nationally and locally, and shapes the future of any changes to our system that we might propose.
We will now look at each of our identified areas in turn
Patient Safety – Care Quality Commission (CQC)
By the 1 st
April 2012, all primary care providers (GP surgeries) will be required to have registered with the CQC and submitted an assessment of where they are against a set of identified targets. These targets are known as outcomes – there are
22 of these, each with their own sub sections.
About the Care Quality Commission
The CQC is the independent regulator of Health and Adult social care services in
England. The CQC ensures patients receive better care by driving improvements, putting people first and championing their rights, acting swiftly to remedy bad practice and gathering and using expertise.
The outcomes as mentioned above cover a wide range of topics and include
√
Co-operating with other services (e.g. hospitals)
√
Safeguarding patients from abuse
√
Cleanliness and infection control
√
Management of medicines
√
Safety and suitability of premises
√
Respecting and involving people who use our services
√
Consent
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Although this Practice is well placed in the process to obtain registration there is still a significant amount of work to be undertaken. We need to
√
Review all the outcomes
√
Review all policies we hold for accuracy
√
Write any new policies and procedures that are required
√
Undertake staff training, both clerical and medical
√
Gather patient feedback on a whole range of services
√
Complete our assessment and file for registration.
We anticipate that this work will take at least six months to complete. However, as a result of this work, all the Practice’s policies will be updated and new ones written so helping us ensure your safety and that the services you use are being delivered to the highest standard possible.
Clinical Effectiveness – Review of Diabetic Care
We are commissioned in several ways to look after patients with diabetes. From reviewing the service we offer to these patients we have noticed that we have fewer patients on our diabetic list than would normally be expected for a Practice of our size. We need to ensure that we are correctly diagnosing patients with diabetes ( a long term chronic disease which effects the way in which sugar is used in the body).
We currently have 416 patients with diabetes, whereas we think we should have around 530.
Over the coming months we will conduct an audit through our clinical system to identify miscoded, misclassified or misdiagnosed patients. This audit has been compiled and supported by the NHS, the Royal College of General Practitioners and the University of Surrey. In the next set of Quality Accounts due to be published in
June 2012, we will report on our progress. We will also issue periodic updates via our patient newsletters. In conjunction with this, we continue to offer NHS Lifestyle
Checks to all patients aged 40 to 74. The tests we run on these patients will help identify any patient who may have diabetes but currently has no symptoms.
Seasonal Influenza Campaign
In part three of this account, you will find information relating to the number of patients vaccinated compared to the number eligible for the year.
We will develop plans over the summer months to help us increase the level of uptake especially in those patients aged under 65 but in an at risk category. We have already decided to run two Saturday morning open access clinics in October.
To assist in this we will increase our advertising campaign and ensure we write personal letters to all patients under the age of 65 giving them information about the
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benefits of receiving the immunisation. We will measure our success by seeking an improvement in the percentage vaccination rates for next year.
Patient Experience – Improving Patient Feedback
We have been undertaking patient surveys for several years and reflecting on the results with a group of patients. We have made numerous changes to our appointment system and increased the number of staff available to answer our telephone. However, it is evident from the results of this years patient survey that we have much more to do in this area. We really need help from our patients to decide what our priorities should be and how we can implement these. As part of our strategy for this year, we intend to investigate ways of increasing patient feedback.
This might be done via our website by setting up a ‘virtual’ patient discussion group through a forum, by attending meetings in the Practice, or by using some of the social networking sites enabling us to reach out to our younger patient groups. We will try and find a solution that uses the latest technology such as a touch screen that patients can use and answer questions once they have completed their appointment with the doctor.
Again, we shall periodically report on our progress through our patient newsletters and website with a complete review in the next set of Quality Accounts. We will know if we have succeed in our aim by the number of patients contributing ideas/comments and suggestions about our services.
Please note that we are required by regulations to include some technical statements regarding the provision of our services and how we participate in various
National initiatives. For ease, all these regulatory statements have been highlighted in grey.
Part 2, containing the information relevant to the quality of the NHS services provided or sub contracted by the provider during the reporting period which is prescribed for the purposes of section 8(1) or (3) of the 2009 Act by paragraph (2)
During the period 1 st
April to 31 st
March, Dr S Cowles and Partners (known as Hobs
Moat Medical Centre) provided NHS services under a single Personal Medical
Services Contract together with services commissioned via Solihull Care Trust which total 17 and include childhood immunizations, stop smoking service and Primary
Care Led Diabetes Service
Dr S Cowles and Partners have reviewed all the data available to them on the quality of care in 7 of these NHS services
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During the period 1 st
April 2010 to 31 st
March 2011, this Practice did not participate in any National clinical audit as specified nor did were we eligible for any national confidential enquiries.
When the list of nationally recognized clinical audits is made available, this Practice will decide which if any, are useful to undertake. However every year, we do undertake numerous local audits which cover such topics as smoking and obesity, medication reviews and service use.
Dr S Cowles and Partners is not required to register with the Care Quality
Commission
Dr S Cowles & Partners Information Governance Assessment Report score overall for the period 1 st
April to 31 st
March 2011 was 78% and graded as red. This means that this is an area which the Practice needs to improve and is in the main due to not holding a register of all the Practice computer assets. This will be addressed during the coming year.
The Quality Account toolkit details a number of statements that are mandatory requirements for inclusion. Many of these statements are not applicable to GP practices. In order to ensure that Hobs Moat Medical Centre’s Quality Account remains user friendly to our readers we have listed all non-applicable mandatory statements here. This was undertaken following advice from Solihull Primary Care
Trust.
• Use of the CQUIN payment framework
Hobs Moat Medical Centre income in 2010/11 was not conditional on achieving quality improvement and innovation goals through the Commissioning for Quality and Innovation payment because the provider does not use any of the NHS standard contracts that are eligible to negotiate a CQUIN payment.
• NHS number and General Medical Practice Code Validity
Hobs Moat Medical Centre did not submit records during 2010/11 to the secondary uses service for inclusion in the Hospital Episode Statistics which are included in the latest published data (this is a secondary care requirement).
• Clinical Coding Error Rate
Hobs Moat Medical Centre was not subject to a Payment by Results clinical coding audit during 2010/11 by the Audit Commission
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All the staff in your Practice have a responsibility to ensure you are seen and given treatment in premises that are clean and safe. Infection control is taken very seriously by the team at Hobs Moat Medical Centre, the policies and procedures that we have in place are designed to reduce the risk of anyone being exposed to a
Healthcare Associated Infection (HCAI).
The National Institute of Clinical Excellence, sometimes known as NICE also issues guidance to GPs on preventing infection within Practice premises. The latest guidance is called ‘Infection control: prevention of healthcare associated infection in
Primary and Community care’. This guideline describes what procedures healthcare workers(such as doctors and nurses) should follow to reduce risk of infection to their patients.
Together with our policies and procedures, we also undertake audits designed to make sure that we do not just have the policies, but that these are being followed.
These audits are conducted by our own staff, but every year, an infection control and prevention specialist visits the practice to undertake a more rigorous and demanding audit. This covers a wide range of topics such as whether we are using the correct methods to dispose of waste, ensuing all staff are trained to know what to do in the event of a needle stick injury, and how, when and with what the rooms are cleaned.
There are national standards applied to us in respect of what types of wash hand basins we have and what coverings are on the floor. We also have to prove that when the building was extended some 18 months ago, that we took into account during the design and building work, the latest infection control and prevention guidelines. Those patients who have been into some of the new consulting rooms will have noticed that these have been given hard surface flooring as opposed to the carpet that is the existing consulting rooms.
Several years ago, the standards required for the sterilization of reusable instruments was changed. This led to your Practice making the decision to start using single use instruments which are then thrown away after use. Any instrument that may be used during a course of treatment or for diagnostic testing will have been opened new for use with you and then discarded into our clinical waste bins.
You can be assured that no item will ever be reused.
The following pages are an extract from the latest specialist infection control audit that was undertaken on 16 th
February 2011. The entire team was very pleased with our overall result of 98% compliant.
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10

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Solihull Care Trust commissioned Hobs Moat Medical Centre for the period these
Quality Accounts relate to provide minor surgery procedures to our patients.
Cyrotherapy (freezing of warts and verrucas) is provided as a separate service. The aim is to ensure that patients have access to high quality minor surgical procedures here at their own Practice.
We carry out the following procedures
Invasive procedures – incisions and excisions
Injections to joints – Shoulder, wrist (including carpal tunnel treatment), shoulders, foot and hand, knee, elbow and for conditions known as tronchanteric burstis and
DeQuervains tenosynovitis.
As part of offering this service, we have to meet certain standards around infection control, trained and competent staff, adequate facilities, consent and sending samples of tissue removed for testing.
One of the measures of quality is to audit all the minor procedures performed to see how many patients contracted a post operative infection. In order to comply with the service standard, no more than 5% of our patients should show a post operative infection. During the period to which this Quality Account relates i.e. 1
31 st st
April 2010 to
March 2011, we undertook 132 procedures and recorded one post operative infection, a rate of 0.7%. This particular patient had an abscess removed which was infected before the operation so not unsurprisingly, required a further course of antibiotics post operatively.
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What is Significant Event Analysis? (SEA)
This is a tool we use to highlight and learn from strengths and weaknesses in the care we provide. So – in other words, we try to look at things that have not gone well, learn from them and put new policies or procedures in place to either stop the event occurring again, or to improve for the future. All of us, in our everyday lives, are using significant event analysis without knowing it!
Improving the quality and safety of patient care is one of our key priorities. This has been recognised nationally as the process of SEA has been included as part of the
Quality and Outcomes Framework which is mentioned in more detail below.
Although no one likes it when things go wrong, or when not so good practices are highlighted, by using SEA, it gives everyone at the Practice an opportunity to learn and correct. We also use SEA to look at things that have gone well to see how we can apply that learning to other things within the Practice. Every month we have a meeting with representatives from our entire Practice team, so this includes, nurses, receptionists, doctors, health visitors, district nurses and the team looking after our palliative care patients. This gives us an opportunity to discuss any events that have happened in the past month, look at why they happened and what we can do to learn and improve. Sometimes, it will mean changes within the Practice or on other occasions we might have to involve someone from outside the Practice for example if it involves the care of a patient in hospital.
So the steps we follow are
√
What happened
√
Why did it happen
√
What has been learnt
√
What has been changed
Some of the possible outcomes from the meeting might be
√
No action required
√
A celebration of excellent care
√
Identification of a learning/training need
√
An audit is required to gather more information
√
Immediate action is required
√
Share the results with other Practices
In the period that this Quality Account covers, we have reviewed 12 significant events. We will now look at one of these in more detail.
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What happened?
One of doctors had cause to issue a prescription for controlled drugs for a palliative care patient late one afternoon. The family collected the prescription only to return a short while later as their usual local pharmacy did not stock the items required. At approximated 5.30pm, our reception team started to telephone all local pharmacies to determine whether they stocked the medication and could issue the drugs needed, but without success. Eventually, a pharmacy was located in Monkspath who could issue the drugs but they closed at 6pm. Following negotiation and discussions, the pharmacist agreed to stay open pending the arrival of the family member with the prescription.
Why did it happen?
As prescription issued later in the day and the family nor the practice were aware that there would be difficulty in obtaining the medication, no prior action was taken to find a pharmacist with the stock of drugs required, meaning that the efforts were all made very late in the day. This caused anxiety for the family, the patient and our reception team and GP.
What has been learnt?
Investigations were started with the medicines management team at Solihull Care
Trust as they have close association with all the pharmacies in the area. A list of participating pharmacies was agreed who could both keep a stock of this type of medication and dispense, along with their opening hours. This list is now retained with all other information about care for palliative patients and is available to all staff within the Practice who may need to access this information.
However, it should be noted that the service is provided by the Pan Birmingham
Cancer Network who are shortly to be dissolved. The service will continue in Solihull although on a smaller scale as the payment for this will now come directly from
Solihull practices as opposed to a National service.
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Solihull Care Trust offered Hobs Moat Medical Centre a locally enhanced service to provide stop smoking support to patients. The service specification has the aim of
√
Ensuring a consistent approach to the provision of stop smoking services in all Solihull GP Practices
√
To ensure a high quality and accessible service
√
To enable the Care Trust to meet national and local targets
√
A clear process for reimbursing those practices who provide an enhanced level of smoking cessation advice
√
To introduce methods of monitoring the service we offer to make sure we are offering an effective service
Each month, the Practice has to return figures on the numbers of patients we see who want help to stop smoking, the number that actually stop and the number that are lost to follow up. This means those patients who come to us for advice but then do not come back for further support and help. The number of those who do not come back to us and carry on smoking are monitored carefully as this is an indication of the quality of the service we provide as we have failed to help them quit smoking.
The tables below show the figures for our Practice compared to all other GP
Practices in Solihull for the period April to September 2010 as these are the latest available at the time of writing this Quality Account. You will see that we achieved a rate of 38% in helping people to stop smoking, with only 8% of patients lost to follow up (LTF). The Department of Health recommends that for a service to offering an effective stop smoking strategy, they should achieve between 35 and 70% quit rates.
This Practice concentrates of offering stop smoking services to those patients with underlying health problems such as those with heart disease, diabetes or who have suffered a stroke. As of 31 st
March 2011, we had a total of 1,996 patients falling into this category, of those 262 or 13% are still recorded as being smokers .
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Stop Smoking Quit Rates (%) Apr-Sep 2010
Yew Tree
Walk in
Village Surgery
The Castle Practice
Tesco
Tanworth Lane Surgery
St Peters Medical Centre
St Margarets Medical
Sheldon Heath
Richmond Medical Centre
Parkfield Medical Centre
Park Surgery
Northbrook Group
Morrisons Solihull
Monkspath Surgery
Meadowside Family Health Centre
Kingshurst Medical Practice
Jacey Practice
Hobs Moat Medical Centre
Hampton Surgery
Grove Shirley Medical Centre
Green Lane Surgery
Grafton Road Surgery
Dorridge Surgery
Craig Croft Pharmacy
Craig Croft Medical Centre
Craig Croft Dentist
Coventry Road Practice
Chester Road Surgery
Chelmsley Lane Surgery
Browns Pharmacy
Boots Chelmsley Wood
Blossomfield
Bernays & Whitehouse
Balsall Common & Meriden
Asda
Arran Medical Centre
Arden Medical Centre
0 10 20 30
%
40 50 60 70
16

Stop Smoking LTF Rates (%) Apr-Sep 2010
Yew Tree
Walk in
Village Surgery
The Castle Practice
Tesco
Tanworth Lane Surgery
St Peters Medical Centre
St Margarets Medical
Sheldon Heath
Richmond Medical Centre
Parkfield Medical Centre
Park Surgery
Northbrook Group
Morrisons Solihull
Monkspath Surgery
Meadowside Family Health Centre
Kingshurst Medical Practice
Jacey Practice
Hobs Moat Medical Centre
Hampton Surgery
Grove Shirley Medical Centre
Green Lane Surgery
Grafton Road Surgery
Dorridge Surgery
Craig Croft Pharmacy
Craig Croft Medical Centre
Craig Croft Dentist
Coventry Road Practice
Chester Road Surgery
Chelmsley Lane Surgery
Browns Pharmacy
Boots Chelmsley Wood
Blossomfield
Bernays & Whitehouse
Balsall Common & Meriden
Asda
Arran Medical Centre
Arden Medical Centre
0 10 20 30 40 50 60 70 80
%
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We were commissioned by Solihull Care Trust to provide influenza vaccination for those aged 65 and over and other at risk groups for the period this Quality account covers – 1 st
April 2010 to 31 st
March 2011. The aim of this service is to provide immunization protection to reduce deaths and complications from influenza by giving vaccinations to those people most likely to have a serious or complicated illness should they develop influenza. This can help prevent patients from needing hospital care. Throughout the UK, the target for immunizing those patients aged 65 or over is
70%. There was no specific target for immunizing those at risk under 65, but we were encouraged to give as many vaccinations to the patients in this group as possible. For next year, targets have been set both for the over 65 and those under
65, and we will be aiming to vaccinate 70% of those 65 and over and 60% of those under 65 at risk. The chart below shows the percentages achieved by Hobs Moat
Medical Centre for the last immunization season compared to the average For
Solihull and compares these figures to the target for next year.
It is obvious from our figures, that although significant efforts were made and we recorded the highest number of vaccinations given in any one year, we are below the Solihull average for the under 65 patients and those that were pregnant during the flu campaign last year. If we are to achieve the targets set for next year, we will need to improve as follows
No of Patients eligible
No of Patients vaccinated
% achievement Number required to achieve next year’s target
Patients aged
65 and over
1468 1016 69.2 1028
Under 65 at risk
Pregnant
873 441 50.5 524
84 37 44 51
Note – The number of pregnant women will vary according to the date when the vaccination programme starts. The above figures are based on registered patients as at 1st September 2010 and may change for the start of the next immunization campaign
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40
30
20
10
0
80
70
60
50
Over 65's Under 65 at risk
Pregnant not in an at risk group
Pregnat in at risk group
HMMC
Solihull
Target 2011/12
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What is QoF?
This is a voluntary annual award and incentive programme for all GP surgeries in
England which is part of GP contracts. The QoF was introduced as part of the new
General Medical Services (GMS) contract on 1 st
April 2004. Although we hold a
Personal Medical Services contract (PMS), we are also entitled to take part.
Practices score points on the basis of achievement against each indicator, up to a maximum of 1,000 across all the indictors and targets.
The QoF has four main components known as domains. Each domain consists of a set of measures of achievement known as indicators against which practices score points according to their level of achievement.
1. Clinical - 86 indicators across 20 clinical areas (e.g. coronary heart disease, heart failure, hypertension)
2. Organizational - 36 indicators across five organizational areas – records and information, information for patients, education and training, practice management and medicines management
3. Patient care experience - 3 indicators that relate to length of consultations and to patient experience
4. Additional services - 9 indicators across four service areas (cervical screening, child health surveillance, maternity services and contraceptive services)
We do not intend to cover all our achievements across the whole range of QoF areas in this Quality Account, but will focus on those relating to the clinical areas.
For further information and to review the entire framework, you can either contact our Practice Manager, or visit www.ic.nhs.uk/qof .
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Quality And Outcomes Framework Achievement 2010/2011
21

Quality and Outcomes Framework Achievement 2009/2010
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For 2009/2010, a total of 687 points were achieved across the clinical targets, compared to 692 (99.2%) for 2010/2011. The main area of improvement was in the control of blood pressure for patients with hypertension and for diabetic patients, they achieved a greater control of their blood sugar levels. This is measured by a test known as HbA1c. The HbA1c measures the amount of glucose that is being carried by the red blood cells in the body. For most people with diabetes, the HbA1c target is below 6.5 per cent, since evidence shows that this can reduce the risk of developing diabetic complications, such as nerve damage, eye disease, kidney disease and heart disease. Under QOF we are set three targets relating to HbA1c which are the percentage of patients with a HbA1c of 7or less, the percentage of patients whose result is 8 or less and the percentage of patients whose result is 9 or less.The following table shows where our Practice is compared with all other Solihull practices for the year 2009/2010 (these are the latest figures available at the time of producing these accounts)
M89030 DR BLEBY M J & PARTNERS
M89608 DR CHARLTON R & PARTNER
M89004 DR DUNN K R & PARTNERS
M89017 DR LEYTON E & PARTNERS
M89010 DR UPTON W S & PARTNERS
M89016 DR VALLET E A & PARTNERS
M89013 DRS BHATTACHARYYA A & AMJAD Z
M89027 DRS SIMON P D & SAIKIA S
M89015 DR COGBILL P G & PARTNERS
M89025 DRS ISAAC D T & ISAAC S
M89601 DR LAWLEY J L & PARTNERS
M89021 DR HARROWER R F & PARTNERS
M89003 DR POWIS M D & PARTNERS
M89006 DR STUART I R & PARTNERS
M89024 DRS ALI N & KATAMANENI R
M89011 DR WADDELL A M & PARTNERS
M89602 DR SCOTT P E
M89606 DR ABDOU M S
M89028 DR GREEN S L & PARTNERS
M89019 DR COWLES S M & PARTNERS
M89020 DR MCCARTHY B E & PARTNERS
M89609 DR LEESE J & PARTNERS
M89009 DR SAGOO V S & PARTNERS
M89023 DR SMITH R R & PARTNERS
M89001 DR BUDH-RAJA V P & PARTNERS
M89012 DR YOUNG B P & PARTNERS
M89026 DR WALLACE P A & PARTNERS
M89007 DR O'BRIEN D C & PARTNERS
M89002 DR MEHTA R L & PARTNERS
M89005 DR MELROSE P C & PARTNERS
M89008 DR CLOWES R L & PARTNERS
SOLIHULL HEALTHCARE & WALK IN
Y02568 CENTRE
697.0 100.0%
697.0 100.0%
697.0 100.0%
697.0 100.0%
697.0 100.0%
697.0 100.0%
697.0 100.0%
697.0 100.0%
696.9 100.0%
696.5 99.9%
696.0 99.9%
695.7 99.8%
694.9 99.7%
694.9 99.7%
690.1 99.0%
690.0 99.0%
689.1 98.9%
688.0 98.7%
687.9 98.7%
687.0 98.6%
685.6 98.4%
685.6 98.4%
685.5 98.3%
673.8 96.7%
673.2 96.6%
672.6 96.5%
671.4 96.3%
669.0 96.0%
665.5 95.5%
662.2 95.0%
615.6 88.3%
594.0 85.2%
23

Patient Experience - GP National Patient survey
The GP Patient survey is part of the Government’s commitment to make the NHS more responsive to patients’ needs. Providing more frequent patient feedback information helps the NHS to support general practice in providing services that are responsive to their patients’ needs.
This survey is undertaken quarterly and s run on behalf of the Department of health by Ipsos MORI. The survey covers a range of core topics which include
√
Getting through on the telephone
√
Accessing GP appointments
√
Patient satisfaction with opening hours
√
Consultations with healthcare professionals
√
Patient satisfaction with overall care.
What follows are the cumulative results from surveys undertaken between January and December 2010. These results relate to the key areas of
√
Being able to book an appointment within 48 hours
√
Being able to book appointments ahead
√
Ease of telephoning though to the Practice
√
Highest performing areas compared to local practices
√
Lowest performing areas compared to local practices
24

25

26

27

28

29

30

31

In House Survey Results
As well as the National patient survey, each year the Practice conducts its own survey of patients using the General Practice Assessment Questionnaire (GPAQ)
We do this for several reasons
√
This is undertaken by GP so at the end of the survey, they have their own report giving them particular feedbacks from patients they have seen
√
To obtain feedback from patients when their experience of seeing the doctor is immediate – patients are given the survey to complete at the time of their appointment
√
This survey gives us instant results whereas the we have to wait several months for the latest version of the National survey to be published
√
It allows us to compare the national survey results with those from our own survey, highlight any major differences and try and understand why
The table that follows shows key survey results for this year compared with last year and the national averages. Please note that these are not percentages, merely scores.
Measure
Satisfaction with opening hours
2011 score
71
2010 score
70
National average
67
Satisfaction with phoning through to the Practice
Satisfaction with availability of any doctor
57
57
58
54
59
58
Patients are also given the opportunity to tell us anything else about the care they receive, here are a few comments from this years survey
Is there anything particularly good about your healthcare?
Both service and treatment excellent, lovely practice, clean and cheerful, Caring at all times, although I have only been using the centre for 12 months, I am very impressed by all aspects of the centre
32

Ability to get doctor/nurse appointment quickly, my doctor is brilliant, I think you run an extremely well organised and well run practice
Is there anything that could be improved?
Availability of appointments after 5pm, better appointments to see you own doctor within 48 hours, could improve the wait to see the doctor even early morning appointments the doctor is still running late
Need more receptionists at the front desk, 2 is not enough, blood testing should be available, phones to be answered from 8am, open more hours
Any other comments?
The best GP practice I have been to, excellent care, receptionists are excellent, questionnaire is a very good idea, very caring doctors
Considering my doctor is part time, the wait to see her is acceptable. Seems a lot easier to get appointments now than 12 months ago
Statement from Solihull Primary Care Trust
Quality accounts are not yet mandated for primary medical services. Solihull
Primary Care Trust is therefore pleased to be able to provide a supporting statement for Hobs Moat Medical Centre ‘dry-run’ quality account, which covers the period 1 st
April 2010 – 31 st
March 2011.
It is pleasing to note that Hobs Moat Medical Centre has to date implemented a number of initiatives to improve and enhance patient experience, patient safety and clinical effectiveness. Primary medical services have a busy year ahead with the requirement to register with the Care Quality Commissions ‘essential standards of quality and safety’ . The PCT will continue to support the practice in any future challenges and is committed to working together to ensure the achievement of the intended 2011/2012 quality initiatives detailed within this document. In addition this account has identified that the participation of clinical audit (both at a national and a local level) could be further strengthened and the practice will be supported in this.
This will be a key priority for the PCT over 2011/12.
In our assurance role the information contained within this account is in our view a reasonable interpretation of the data however it must be recognised that Solihull
PCT is not able to corroborate the accuracy of all data within this quality account.
It remains a key priority of Solihull PCT to ensure high quality, safe and effective primary medical services are available for the population of Solihull. The continued
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implementation of the 2011/2012 quality initiatives detailed in the quality account provided by Hobs Moat Medical Centre will drive forward this priority.
Comment by Hobs Moat Medical Centre Patient Participation/Reference Group
“The Patient Participation/Reference Group found the Quality Accounts to be well presented, interesting, informative and educational. For the most part the content was clear and self explanatory, although some of the more technical areas required an explanation. We understand that these parts are required elements that the
Practice has no control over. In the general, the Quality Accounts provided a framework for discussion from which, hopefully, the PRG has been able to provide useful feedback.2
Chair of HMMC PRG June 2011
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