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PRACTICE SURVEY 2013

BERMONDSEY AND LANSDOWNE MEDICAL MISSION


CONTENT PAGE

BACKGROUND OF PRACTICE SURVEY ------------------------------------- 2

HOW THE SURVEY WAS CARRIED OUT ----------------------------------- 2

RESULTS --------------------------------------------------------------------------- 3

COMMENTS -------------------------------------------- 9

PATIENT PARTICIPATION GROUP ------------------------------------------- 12

PRACTICE POPULATION AND PPG ------------------------------------------- 15

PPG/ BLM2 CONCLUSIONS ON PRACTICE SURVEY ---------------------- 16

ACTION PLAN ------------------------------------------------------------------------ 21

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N.d.S March 2013

ABOUT THE SURVEY


Bermondsey and Lansdowne Medical Mission is constantly striving to improve its care and services for all patients. As part of this ongoing improvement, the Patient Participation Group – Our Voice – compiled a questionnaire consisting of questions dealt with all aspects of patient experience.

HOW THE SURVEY WAS CARRIED OUT

The Survey was administered in surgery for a period of three weeks starting from 11.02.2012 – 28.02.2013. The survey was available on My Health London website and on Practice website. Patients were handed the questionnaires by the receptionist before they had seen the doctor/nurse, and were encouraged to complete the survey after their consultation with the GP/Nurse. Where this was not possible the patients were asked to complete the survey based on the last visit to the practice, or they were given freepost envelope, to post the survey back to the practice. 100 questionnaires were sent out to group of patients that have not been seen in the last 6 month.

Survey was carried out at both sites Decima Street and Artesian Health Centre.

RESULTS

It was estimated that approximately 500 questionnaires were given out. We had 221 surveys returned, 21 questionnaires were rejected, as more than 6 questions were not answered. 200 questionnaires were analysed.

The results show how our patients responded to each of the questions, or how satisfied they are with particular aspect of our service.

* PLEASE NOTE ON THE RESULTS TABLE DATA PERCENTAGES ARE ROUNDED UP.

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RESULTS DATA FOR BERMONDSEY AND LANSDOWNE MEDICAL MISSION

Q1 From 1 to 10 how would you rate helpfulness of the reception staff? Number of responses % of responses

1 1 - Consistently bad 0 02 2 1 0.53 3 1 0.54 4 3 1.55 5 – all ok 11 5.46 6 8 47 7 12 68 8 42 219 9 40 2010 10 - excellent 84 42

Q1 TOTAL 202 RESPONSES

83 % of patients rated helpfulness of the reception staff as excellent/ very good/ good

Q2 How easy is it to speak to a receptionist over the phone at our practice?

Number of responses % of responses

1 Very easy 75 362 Fairly easy 95 453 Not very easy 23 114 Not at all easy 11 5.25 Don’t know 6 2.9


81 % of patients said that it is very easy/ fairly easy to speak to a receptionist over the phone

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Q3 If you have a usual GP how soon are you able to see your doctor?


1 Same day or next day 28 142 2 – 4 days 27 13.63 5 days – 10 days 47 244 10 days or more 38 195 Don’t know 8 46 I don’t have usual GP 51 26


28 % of patients said that they were able see their usual GP on the same day or next day/ 2-4days,

43 % of patients said that they were able to see their usual GP within 5-10day / 10days or more

Q4 When you want to see any GP how soon can you get an appointment?


1 Same day or next day 80 392 2 – 4 days 38 183 5 days – 10 days 64 314 10 days or more 18 8.85 Don’t know 6 3


39 % of patients were able to see any GP on the same day or next

18 % of patients were able to see any GP within 2-4day

40 % of patients were able to see any GP within 5-10days/ 10days or more

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Q5 When you want to see any GP urgently are you able to see someone on the same day or next day?


1 Same day 121 592 Next day 37 183 Don’t know 47 23


59% of patients were able to see GP urgently on the same day

18% of patients were able to see GP urgently next day

Q6 Do you understand how our appointment system works?


1 Yes 159 822 No 36 18


82% of patient understands how our appointment system works

Q7 How satisfied were you with the care you received at your last visit?


1 Excellent 73 372 Very good 82 413 Satisfactory 37 194 Poor 2 15 No experience 4 2


78% of patients rated that the care they have received from doctors/ nurses on their last visit was excellent / very good

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Q8 How long after the official appointment time did you have to wait to see the Doctor/Nurse?


1 Early 6 32 On time 26 133 Within 5 minutes 36 184 5mins – 10mins 58 295 10mins – 20mins 45 236 20mins – 30mins 18 97 30mins and more 10 5


63% of patients were seen on time/ within 5minutes/ 5-10minutes after the official appointment time with the doctor/ nurse

Q9 If you are referred to other services do you understand the referral system?


1 Yes 159 822 No 35 18


82% of patients understood the referral system

Q10 Overall how you would you describe your experience at the surgery – Decima Street


1 Excellent 48 23.82 Very good 99 493 Satisfactory 48 23.84 Poor 2 15 No experience 5 2.5


72% of patients would describe their experience at the surgery (Decima Street) as excellent/ very good

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Q10 Overall how you would you describe your experience at the surgery - Artesian


1 Excellent 44 232 Very good 86 453 Satisfactory 40 214 Poor 3 1.65 No experience 18 9.4


68% of patients described their experience at the Artesian as Excellent/ very good

Q11 How do you rate the condition of our waiting area (Decima)




57% of patients rated the condition of waiting area at Decima Street as excellent/ very good

Q11 How do you rate the condition of our waiting area (Artesian)




73% of patients rated the condition of waiting area at Artesian as excellent or very good

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Q12 Do you know how to let us know if you are happy or unhappy with our service? The following are ways of communicating this to us. Please tick as many as you are aware of:


1 Complaints procedure 77 222 NHS Choices feedback (website) 41 123 Practice Suggestion box 80 234 My Health London (website) 14 45 Ask to speak to a senior member of staff 129 39


Q13 What is your gender?


1 Male 71 362 Female 125 633 Transgender 0 04 Prefer not to say 0 0


Q14 What is your age?


1 Completing the survey on behalf of child under 16 years of age

1 0.5

2 16 – 24 11 53 25 – 34 64 324 35 – 44 36 185 45 – 54 44 226 55 - 64 22 117 65 – 74 13 6.58 75 - 84 7 3.59 85+ 1 0.5


Q15 What is your ethnic group?


1 White British 96 482 White Other 32 163 Black British 13 6.54 Black African 18 95 Black Other 6 36 Asian / Asian British 13 6.57 Mixed: Black and White 7 3.5

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8 Mixed: Asian and White 2 19 Chinese / Other Asian 4 210 Other 8 411 Prefer not to say 0 0


Can you think of any other way of communicating your thoughts on our service?

Writing a letter directly to the surgery head of management. I have given feedback but in form of letter to the practice manager. Tell receptionist. Email. Internet/ Website. General email - suggestion box Community focus group. Having complaints box. Social media perhaps. Regular surveys and suggestions box is good enough for me. An email account would be helpful Email address and Twitter account. A link on your website that says – Patients complaints.

Positive comments:

I am very happy with my treatment. Efficient and friendly staff. The people that work in the doctor are all very nice and they do help you. Overall very good service. Friendly, well informed doctors. The best care I’ve received in many years. Well, I know that doctors are human-take myself. So they can offer limit work to help us. So

we should really appreciate the help we get from the staff, doctors, nurses and the receptionist.

Very good service can not recommend enough. Always happy with the service at the Artesian. One of the reasons I left my previous GP surgery was after ten years (or more) the

Receptionists were consistently rude and at times verbally aggressive, indifferent to patient’s

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needs. When my usual GP retired I decided I didn’t need to suffer from injustice of the bullying tactics and most of the other patients that were at the mercy of these unprofessional receptionists. I have found it to be the complete opposite here. Friendly and efficient professionals.

I have been under this practice for many years now and I find it absolutely excellent. It could not be any better, the staff and doctors are really brilliant, they could not be better in any way.

This is one of the best surgeries I have ever been to. Lovely, helpful, kind staff from the entry to reception, via phone to the GP’s, very

appreciative of their/your care! My nurse today was fantastic! Thank you Cannot fault the service at any time, always consistently good. Artesian do good treatment to people any age and that means well done, keep up the good

work! The vast majority of the time service /care/ received at both surgeries is excellent.

Negative comments (+any other comments):

An online booking system would be helpful. I do not have any confidence in the check in machine, as it once didn’t work for me and staff

assumed I hadn’t arrived. Eventually saw a doctor about 1hour later. I find it very difficult to get an appointment for the evenings even the following week. If I am sick and require an urgent appointment on the same day I find it difficult to get through to the surgery at 8am- the lines seem jammed with callers and once there were no appointments left despite ringing at 8 and eventually getting through.

Appointments are all taken by 8:11am. To be sent to the UCC is a pain, I had to wait for 3hours.

It seems like the booking system gives little consideration to people who work during the day and cannot be on the phone/at the door at 8:00 to try get an appointment. More late or weekend appointments should be available to workers.

Generally I am very happy with my experiences at the surgery, but it can be very difficult to get an appointment at times- if it isn’t life-threatening/urgent it can often take 2-3 weeks which is a very long time for someone who feels unwell! I am happy with a GP.

Chair seats in reception (decima st) need cleaning! Blood tests-I am sent to guys for these. If it is fasting (it usually is) you want to arrive early to

avoid long wait. Staff unresponsive. It’s unpleasant and time consuming experience. Many surgeries do blood tests on the premises, quick and easy. Would BLM2 do this please? The reception at decima is willing and sometimes chaotic.

Smile in the morning would be nice, it’s almost like day don’t want us to make appointments.

Main problem is ability to see a specified GP-there is a very long wait. Difficult to see a specific GP to have continuity of care. Difficult to get through on the phone next

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appointment available was over 4weeks. Service when you see a GP is very good. As it is difficult to see a GP I leave it or don’t even try anymore, though I know this is not the best option for me or my health.

Appointments system – I feel that better system could be implemented. I feel that the staff re very slow and not friendly, I have waited approx 5 – 10 mins at time to sign in and there has been no body in front. I feel that emergency appointments should be available thought the day rather than just a 2 hour slot (unless it’s changed). I have been registered at the practice for just over a year and to be honest I would describe the reception staff as not proactive or very friendly. Doctors surgery are suppose to be friendly plus caring settings and I would not describe this surgery as that. On a positive note every doctor I have seen are all excellent friendly and helpful.

It would be better if we can add drop in session to the services provided. It is not always easy to book appointment on the same day.

When calling first thing in the morning for a same day or emergency appointment it is almost impossible to get through as phone is consistently engaged and by then all appointments have gone.

Can something be done about this formality around GP consultation especially an emergency booking, it’s always 5 minute appt and you cannot tell the doctor any other thing no matter how pressing is the patient. The doctors seem to be more interested in completing their hours than taking genuine interest in the patient needs. Also people are sensitive in different ways, sometimes the doctors physical attitude can you off and makes it difficult to confide in them.

Finding an appointment with a GP for routine matter – contraception, can often take weeks, especially if you need an early or late appt.

Phone system for on the day bookings is very frustrating, tried to call from 8am and phone engaged, when get though all appts gone. Online system booking system would be great. When you get through to someone though they are all very helpful and friendly.

Sometimes hard to know which surgery you should be at. I think it would be easier if we can cancel appointments by SMS text message as it take ages

to get through, when you do service friendly. Difficult to get an appointment early morning/ late evening – had to wait over 3 weeks.

Receptionists usually refer to a doctor, so if I’m in need of instruction/ information it’s likely I have an appt with the doctor. Otherwise it’s efficient system.

Would be nice to have separate waiting are for kids with toys or activities, so that they don’t have to wait in the area with other unwell people and risk to catch a virus...

Once a patient referred for further treatment their medical records should be updated to prevent the automatic screening appointment generally being sent out.

To make an appointment on the day, preferably with your own GP, you have to start calling from 8am. Sometimes you don’t get though even though calling every minute from 8am. By the time you do reach a receptionist (often before 8.30am) you can’t make an appointment on the day anymore because the timeslot is over, that is very frustrating. I would suggest opening a line where patients, can hold and will be told waiting time is a few minutes, rather than let us calling every minute!

Doctors! When calling patients name, please speak loud and clear, do not mumble or whisper, some of us are having problems with the hearing.

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I have experienced a no of problems getting through on the phone in recent months. Doctors here provide excellent care.

Same day appt is hard to get as the phone is busy for a long time, its’ good that you can come in to get an appt, but it is difficult to go home and come back if one lives a good distance. I would suggest that the person is given a later appt or if one close enough so that he/she can wait instead of going home and coming back.

PATIENT PARTICIPATION GROUP OUR VOICE

The group was first set up on 16th of March 2006.

The aim of the group is to bring together patients, doctors and members of the practice team to work together to promote the wellbeing of patients and support the practice to provide a high quality of care and service delivery. We hope that by working closely with a wide range of patients we will be able to improve the service that we offer to all patients.

Ground Rules for the meetings are:

Everybody is encouraged to participate as much as possible;

The group is a forum for sharing ideas and the expertise of service users. It is not a forum for patients complaints, which must follow the normal complaints procedure;

The group is not a forum to raise points about individual clinical care;

The practice may bring confidential service development issues to the meeting which must be kept within the meeting and not disclosed to an outside party;

The culture of the group is one of listening. It is essential that each member is listened to; there will be an opportunity for questions at the end of each session;

Each point of view must be treated with courtesy and respect;

Any confidential or sensitive information will not be discussed;

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Patient membership is voluntary; the group is open to all patients registered at the practice. Also membership is open to all staff of the practice.

The membership of the “Our Voice” Patient Participation Group includes:

Administration Team (reception representative, admin/ IT representative), also GP or Nurse- if commitment allows;

Patient Representatives;

Activities of the group

1) Establish communication between patients and the practice – patients will have a better understanding and knowledge of the practice and its staff, also patient will benefit from good communication with staff,

2) When a service development issues arises, the practice will liaise with its Patient Participation Group and arrange a meeting,

3) The recommendations of the group will be in the minutes and fedback to the practice.

33 Patients are currently on the data base. Meetings are held 4 times a year at the Artesian Health Centre; at least four weeks’ notice is given in advance of each meeting. Dates of the “Our Voice” meetings will be made available to patients by way of the practice notices and practice website.

Thanks to consistent commitment, team effort and practice support we were able to recruit 13 new active members that bring experience and fresh ideas to the practice.

Recently we carried out short survey addressed only to Our Voice members to find the background of the group the results are as follow:

Q1 what is your gender?

Number of responses

1 Male 72 Female 153 Transgender 04 Prefer not to say 0

Q1 Total 22 responses

Q2 What is your age?

Number of responses

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1 16 – 24 02 25 – 34 13 35 – 44 14 45 - 54 85 55 - 64 66 64 - 74 57 75 - 84 18 85+ 0

Q2 Total 22 responses

Q3 Do you have any of the following medical conditions? If no please got to Q4

Number of responses

1 High Blood Pressure 22 High Cholesterol 23 Diabetes 34 Angina or Heart Disease 25 COPD/ Emphysema 36 Epilepsy 07 History of stroke 28 Other 4


Q4 What is your ethnic group?

Number of responses

1 White British 62 White Other 23 Black British 14 Black African 25 Black Other 06 Asian / Asian British 17 Mixed: Black and White 18 Mixed: Asian and White 09 Chinese / Other Asian 010 Other 111 Prefer not to say 0


Practice Population and PPG

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Steps are taken to make sure that the group is representative, (this includes all categories of patients based on the practice population):

Advertising (posters in the waiting area- at both sites- Decima and Artesian; dedicated notice board-at both sites for PPG where minutes, and any additional information regarding PPG Group will be displayed)

Team effort- GP/ Nurses/ Reception Staff

Practice Newsletter;

Invitation letters;

Our Voice Handbooks in clinical rooms;

Leaflets in the registration packs;

Word of mouth;

Website;

This year we have introduced a raffle with our Practice Survey to promote our Patient Participation group.

We are constantly recruiting new members to make sure that the group is as representative as possible

The current list size of the surgery is 16 032. The Ethnicity and profile data was extracted from our patients’ computer records.

AGE PROFILE

The current list size of the surgery is 15.842. The surgery has a large population of young professionals. The table below presents data

0 - 15 2.335

16 - 30 4.867

31 - 45 5.460

46 - 60 2.156

61 - 75 757

76 + 267

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ETHNICITY

The population of the practice is very diverse. The table below presents data

British or mixed British 36.81%

Irish 2.83%

Other White background 22.36%

White and Black Caribbean 1.18%

White and Black African 0.90%

White and Asian 0.08%

Other mixed background 3.17%

Indian/ British Indian 2.33%

Pakistani/ British Pakistani 0.67%

Bangladeshi 0.88%

Other Asian 3.15%

Caribbean, W.I., Guyanese

African 16.65%

Other Black Background 3.30%

Chinese 2.62%

Other ethnic group 2.78%

PPG- OUR VOICE CONCLUSIONS OF THE PATIENT QUESTIONNAIRE

As discussed on PPG meeting on the 13.03.2013

Our Voice Group meet in December to determine the areas of concern by reviewing previous survey and priority issues raised by the group.

The areas raised by the group

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Access to the practice Receptionist and appointments About seeing the doctor of your choice / any doctor About the care received from the doctors/ nurses About appointment system About condition of the waiting area (Decima, Artesian)

On Patient Participation Group meeting in January (16.01.2013) group worked on proposed survey. As there were not many changes to the proposed survey, group agreed that Nika will send the corrected survey to 3 random members for their perusal. Group also agreed that survey will be carried out for about 3weeks, were closing date for the survey will be 28.02.2013.

The format of the questionnaire was agreed by the group at the meeting in December.

There were no objections to the proposed survey.

The Survey was administered in surgery for a period of three weeks starting from 11.02.2012 – 28.02.2013. Survey was available on My Health London website and on Practice website. Patients were handed questionnaires by the receptionist before they had seen the doctor/nurse, and were encouraged to complete the survey after their consultation with the GP/Nurse. Where this was not possible the patients were asked to complete the survey based on the last visit to the practice, or they were given freepost envelope, to post the survey back to the practice.

Survey was carried out at both sites Decima Street and Artesian Health Centre.

100 questionnaires were sent out to the group of patients that have not been seen in the last 6 month. It was estimated that approximately 400 questionnaires were given out. We had 221 surveys returned, 21 questionnaires were rejected, as more than 6 questions were not answered. 200 questionnaires were analysed.

Key Findings 13.03.2013

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Helpfulness of the reception staff;

It has been highlighted that high number of patients was able to be seen on the same day 59% / 18%next day. However 39.8% of patients were unable to see GP within 5-10days or 10day or more.

High number of patients understand our appointments system – 82%

Majority of patients were satisfied with the care they have received from the GP/nurse – 78% of patients said it was excellent/ very good

Waiting times:

It was explained to the group why GP or Nurses might run late. The practice follows the guidelines of 10 minutes appointments. The practice also builds in catch up slots for each individual Doctor; this does not mean providing less appointments but this reflects the individual Doctors times. Although it is occasionally acceptable for patient to have to wait more than 15 minutes for appointment the practice accepts it is not acceptable to happen on regular basis. There has been an improvement since last year.

50% of patients were able to be seen on time/ within 5minutes/ 5-10minutes.

23% of patients were able to be seen within 10-20minutes.

The group suggested we continue with posters, reception team informing of doctors running late, doctors using speaker phone to inform patients that they are running late, continue to build in catch up slots.

Referral system

82% of patients understand referral system.

How to let us know if you are happy or unhappy with our service

It has been pointed out that it is very crucial to let the practice know if patients are unhappy about the service, but it is also very important for us to know when we are doing well. Survey highlighted that patient are aware of complaints procedure (22%), practice suggestion box (23%), the highest number of patients would speak to a senior member of staff (39%).

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Group has suggested that posters are made to inform patients that it is important for the practice to know if they are happy or unhappy with the service.

Group also suggested that we also promote websites were patients can give us their feedback (My Health London, NHS Choices).

Privacy at the reception desk at Decima Street and Artesian Health Centre

Privacy was not included in our Practice Survey this year; however it was mentioned by the group on our meeting in March. It was explained to the group that reception area can be a vurnable area. Patients that would like to speak to receptionist in private will need to alert the receptionist so she is able to offer them a private room away from the reception desk to enable her to provide confidential space.

Group suggested that notices reminding patients to respect confidentiality of patients at the desk, with additional note that patient can be spoken to in private on their request.

Opening times

The survey did not look at opening times but the opening hours of the surgeries are detailed below

Surgery Monday Tuesday Wednesday

Thursday Friday

Decima 8.00am – 6.30pm

8.00am – 6.30pm

8.00am – 6.30pm

8.00am – 6.30pm

8.00am – 6.30pm

Artesian 8.45am – 6.30pm

8.00am – 8.00pm

8.00am – 8.00pm

8.45am – 6.30pm

8.45am – 6.30pm

The practice is open 2 late evenings a week at the Artesian Health Centre Tuesdays with 3 GP’s and 1 Nurse the last appointment at 7.20pm. On

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Wednesday evenings with 4 GP’s and 2 Nurses the last appointment at 7.20pm.

Decima Street is open from 8.00am till 6.30pm Mon- Fri. Artesian from 8.45am till 6.45 (Mon, Thurs, Fri) 8:45am -8.00pm (Tues, Wed).

Availability of named GP

The practice is keen for patients to be able to see particular doctor within 4 working days. The GP Team is made of 15 GP’s with most of them working 5 sessions or less it is very challenging to be able to offer for patients to see a particular GP in less than 4 working days;

It was felt that the practice needs look at appointments for particular Doctors, especially Book on a Day Appointments

Getting through to the practice;

The busy times for the practice are from 8.00am- 10.30pm / 12.30pm – 16.00pm.

Overall satisfaction with the survey

The overall outcome of the survey was pleasing with positive responses on all areas covered. Group felt that reason for more comments this year is the short survey that enabled patients to complete the survey with time to add comments.

The Practice will work together with PPG to make sure that the high standards of care and patient’s wellbeing are achieved.

Action PlanYOU SAID… WE DID… THE RESULT IS…

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Review appointments system

Practice is in the process of reviewing appointments system

Practice was able to run first triage of emergency appointments on 20.3.2013, practice is also considering telephone consultations

Waiting times Posters, build in catch up slots, receptionist to inform patients on their arrival that GP is running late, doctors to continue to inform patients by using Tannoy

Doctors/ nurses are doing better but systems put in last year will continue with to improve the service more

How to let us know if you are happy or unhappy with the system

Posters to inform patients how to communicate their thought to us

Ongoing - posters will be in place in April

Privacy at the reception desk

Various options will be explored to achieve this

Ongoing, to produce visible poster informing patients to respect confidentiality of patients at desk will be available in April, also posters with information *if you wish to speak to receptionist in private please let her know*

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