Heacham Group Practice 2014 Patient Questionnaire.
Introduction
The report will cover a brief background of our Patients Participation Group, how
the survey was compiled, the method used to involve patients in the process and
the report findings and conclusion.
A brief outline of the forthcoming survey was discussed with the Patient
Participation Group on the 22nd October 2013. The Patient Survey Questionnaire
was based on the General Practice Assessment tool, it was agreed to concentrate
on specific areas of the Practice and to try and get patients to give actual examples
of their experiences to help the Practice to respond actively to comments made.
The Heacham Group Practice Patient Participation Group.
The PPG comprises the total Practice roll of 8000 patients and although
currently we do not have actual numbers for our virtual group, every patient
can access our web site to interact with the PPG. There is no bar to
membership and it therefore reflects the community served.
The Patient Participation Group meets on a regular basis and can vary in
numbers from 18 up to 28 members with the average age range form early
50 years up to 80+ years.
From the Practice demographics, Heacham Group Practice has above the
national average of this age group.
The Patient Participation Group Communicates with the general Public by a
variety of ways and is looking to actively recruit new members by the
following methods:
Calls to meetings clearly state these are open to all patients.
Posters are displayed in both surgeries and strategic village locations.
All those attending meetings are delivered an agenda for next meting.
Articles are published in the village magazines.
Teleinfo screens describe the PPG.
The Practice website has a specific PPG section with a link to the PPG.
The PPG chairman encourages participation by requesting everyone at the
meetings to bring a friend.
On request the PPG Chairman Reports PPG activities at Parish Council
Meetings and local meetings.
Heacham Group Practice - Patients’ Participation Group (PPG)What Is It?
The group exists for the benefit of patients as a way for patient views to be discussed
and considered by the Practice.
As Chairman I liaise with the Practice Manager helping the Practice to deliver an
excellent service. Patients make comments and suggestions to me which I discuss
with the Practice. It is important patients firstly take any concerns up with the
Practice, at the time the problem occurs. Most are resolved to the satisfaction of the
patient. Sometimes some are not and that is where I may be able to help. In some
cases I have to use the contacts at the QEH or CCG west Norfolk.
Services available through the Practice include Warfarin checks, D.Dimer-for possible
DVT, the personal blood pressure checking machine in reception areas, private travel
vaccinations, non-prescription medicines, NHS hearing aid batteries. There is a
visiting service for Diabetic patients and Retinal Screening checks. For brittle bones a
local DEXA screening service is available, obviating the need for travel to Norwich or
Peterborough. The NHS changes are coming into place, with more services to be
offered through local Practices.
Patients register at reception for internet secure access to the Practice online system
to reorder medication; On-line appointments were introduced in January 2013.
Reminders are used for appointments .Text
In 2013 the PPG held a number of meetings with specialist speakers these included,
Explanation of the CCG Role, Experiences of a volunteer 2012 Olympics Doctor, and
Carer Support within the Practice.
Present at the meetings there is always a doctor and the practice manager to answer
comments and concerns. The question of appointments is one frequently raised and
every patient telephoning will have a medical opinion that day from either the Day
Duty Doctor or Nurse Practioner. Advice will range from taking some personal action
to having an urgent trip to the surgery or may need the Community Health services.
However, the number of missed appointments (when the patient does not advise
the Practice) continues.
Following the introduction of the texting service the
number of broken appointment is slightly down compared to the previous year.
From January to December 2013 - missed were: A total of
502
appointments for doctors.
502
for nurses.
272
for Health Care Assistants.
1,276 appointments!
Medical Equipment on loan from the Practice
The Practice has blood pressure machines and Inhalers available for short term loan.
Provided by the Amenity Fund, the Trustees ask that these are returned promptly for
other patients. The fund, charity #1090530, is managed by six Trustees who have
used it to provide other items including intelligent ECG machines, defibrillators,
bladder scanners and liquid nitrogen gas for the cryo clinic. This year the Amenity
has funded two 24Hour ambulatory blood pressure machines. This helps to provide a
local community service.
The plasma screens and web site were also funded. The PPG has a page and link to it
via the web. The trustees welcome any suggestions as to how (within the Trust
Deed) the fund might be used.
We are all aware of the cost to the NHS-in excess of £110 billion pa or £300 million
per day. This is why national efforts are being made to be more effective in the
supply of treatments and services. One way we can all help is ensuring only needed
items are reordered on repeat prescriptions. The number of prescription items
returned to pharmacies is staggering and these have to be destroyed!
The PPG dates for 2014 are:
Monday April 7t h, Monday July 14th & Monday October 20th
We meet in the classroom, Heacham surgery, at 730pm Announcements are made in
the village magazines and posters in the surgeries. All patients are welcome.
Mike Press Chairman 579007
Survey Method:
It was noted by the PPG that past surveys conducted at the Practice were not
always completed by the majority of patients.
It was concluded that the main reasons for this were due to:
Length and or type of questions asked.
Time issue for patients
Responses and comments made were difficult to assess.
No explanations were provided to comments made which would enable the practice
to follow up specific arrears of concern. This has been addressed.
The survey design for 2014 was done in conjunction with the PRG Chairman inclusive
of comments made by members of the PRG.
The aim of this year the questionnaire was to try and keep the survey to an A4 size
piece of paper,
This would include an opportunity for patients to suggest areas of improvement
for forthcoming surveys.
Past trends .
The PPG Chairman noted that the following trends from previous years responses:
Availability of appointments,
Waiting times,
Telephone access,
First impressions of the Practice and greeting by Practice staff.
Inter personnel aspects of care and continuity of care.
The survey was conducted in January 2014 for one month only
The survey was available to all patients over the age of 16 years from a random
selection from the 8000 permanent patients attending both Heacham and
Snetisham.
The Survey itself was located at the reception at both sites; GP and Clinical staff were
encouraged to hand these to patients as they attended.
Heacham Group Practice Patient Survey Results 2014
324 questionnaires were issued over during the month of January 2014.
63 patients responded
Overall a response of 19%
NB all table entries rounded for clarity
Male
38%
Female
62%
Age
Under 18
5%
55 - 64
20%
18 – 24
2%
65 - 74
39%
25 – 34
3%
75 - 84
15%
35 – 44
6%
85 and over
5%
45 – 54
3%
Q1. How do you preferably book your appointments to see a doctor or nurse at the
Practice?
In person
6%
By phone
82%
On Line
10%
Text
nil
Other how? Booked by family member on behalf of pt
2%
Q2 In the past 6 months, have you asked for a prompt medical opinion/ appointment?
By prompt we mean on the same day or in the next two weekdays that the Practice was
open.
Yes
46%
No
16%
Q3 If you weren’t able to be seen during the next 2 weekdays that the Practice was open
why was that?
There weren’t any appointments
26%
Times offered didn’t suit
6%
Appointment was with a Dr who I didn’t want to see
6%
A nurse was free but I wanted to see a Dr
nil
Was offered an appointment at a different branch of my surgery
3%
No Response to question
58%
Q4. In the past 6 months, have you tried to book a future appointment with a Doctor or
Nurse? We mean booking an appointment more than two weekdays in advance?
Yes
74%
No
23%
No response to question
3%
Q5 How helpful do you find the receptionists at the Practice?
Very
79%
Fairly
21%
Not very – please explain why? none
nil
Q6. After arriving how long after your appointment time do you normally wait to be seen?
Less than 5 minutes
22%
5 to 15 minutes
69%
15-30 minutes
8%
Q7. Is there a particular Dr or Nurse you prefer to see at the Practice?
Please indicate in your answer if it is a GP or Nurse.
Yes
72%
No
27%
51% wish to see preferred GP & 7%wish to see a preferred Nurse
Q8. How satisfied are you with the opening hours at the Practice?
Satisfied
75%
Dissatisfied
12%
If dissatisfied why? See comments none
nil
Q9. The last time you saw a Dr or Nurse at the Practice how good was the Dr or Nurse at
each of the following?
Very
good
Good
Neither
good nor
poor
Giving you enough time
74%
29%
9%
Listening
67%
19%
25%
2%
Explaining tests and treatments
34%
19%
2%
3%
Involving you in decisions about
your care
42%
22%
3%
Treating you with care and
concern
46%
22%
nil
Over all response
61%
29%
Poor
Very
Poor
2%
8%
2%
3%
2%
2%
2%
Q10 In general, how satisfied are you with the care you receive from the Practice?
Very Satisfied
66%
Satisfied
32%
Neither satisfied nor dissatisfied
2%
If you are dissatisfied with the care you receive please tell us
why. none
nil
General Comments made on Questionnaires
When you phone after 8.30 am you sometimes have to wait a long time before you
get to speak to someone.
Could do with earlier appointments due to my working hours.
Had to go the QE hospital twice on a Saturday.
When a Doctor asks me to return in two weeks to see him, the reception normally
say they have no appointments they can make on that day. My Suggestion is that
Doctors gives the patient a red card to give to Reception team which indicates that
the patient must been seen at that time.
No afternoon surgeries at Snettisham
Can the Practice be open between 1pm and 2pm?
Summary of Findings.
Although the response to the Patient Survey was small this year, it was a better
response with regards to the age spectrum of patients who did complete the
Questionnaire and most important was the responses were contemporaneous.
Overall positive comments received about the standard of care received at the
Practice.
Receptionists received a positive response with regards to being helpful to patients.
Still the majority of booking appointments are made by telephone but there is an
increasing trend of making their appointments via the on line system.
Patients are keen to see their own GPs and the Practice will look at to see how
patients can access to see their GP for a follow up appointment.
The majority of patients surveyed are happy with the current opening times.