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Patient reference group - collegelanesurgery.com · Patient reference group August 2014 Liz Moulton...
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Patient reference group
August 2014
Liz Moulton
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• Summary of last year’s survey
• Progress by the practice since then
• Changes in the practice
• Working together in 2014-5
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Survey
• 350 questionnaires, 285 returned
• Booking appts – 98% book on the phone
• Getting through on the phone – 47% G,VG, Ex
• Opening hours = 80%
• Extended hours – 52% aware of these • 82% find them convenient
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• Seeing a GP the same day – 84% able to do so
• A and E - 21% attended when surgery open
• Telephone consultations – 72% aware of these
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Quality of the consultation
– the ability of the doctor/ nurse to really listen to what you had to say
– how well the doctor or nurse put you at ease during the consultation
– How well the doctor or nurse explained your problems or any treatment that you need
– How much the doctor or nurse involved you in decisions about your care
– The doctor or nurse’s caring and concern for you
95-97% positive
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How quickly do you get to see a particular doctor?
28% can see a particular doctor the same day
34% - within 2 days
64% within 3 days
100% within 5 days
(n=219)
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How do you rate this?
10% poor
27% fair
19% good
14% very good
13% excellent
46% ‘good, very good or excellent’
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How quickly can you see any doctor?
• 277 patients answered this question
67% can see any doctor the same day
83% - within 2 days
93% within 3 days
100% within 5 days
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How do you rate this?
2% poor
13% fair
31% good
24% very good
29% excellent
84% ‘good, very good or excellent’
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11. All things considered, how happy are you with the practice?
0
20
40
60
80
100
120
140
completely satisfied very satisfied fairly satisfied neutral fairly dissatisfied very dissatisfied completely dissatisfied
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Is there anything particularly good about your health care?
• 86 positive comments: • Excellent service, friendly nurses, doctors informative
• Being able to ring up in the morning and see a doctor the same day
• I like the way the doctors are more human and on the same level as patients and include them in decisions
• Continuity
• Nice doctors and staff, easy to get appointments, really good with children and babies at giving appointments
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Is there anything that could be improved?
• 77 comments • More time with the doctor
• Opening hours – weekends and evenings
• Parking
• Order prescriptions on line
• Yellow stair markers
• Quicker cryo service
• The sound on the TV in the waiting room
• Useful to know which days the doctors are on duty
• A hand cleaning service utility on entering the surgery
• How can you ensure that all patients (frequent or infrequent) are aware of the provisions for them?
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Any other comments
• I feel quite satisfied with the surgery
• A very caring clinic
• Everyone I encounter is always friendly polite and courteous and the waiting room always looks fresh and clean
• Fortunate to have this surgery
• Well done – a great practice
• A caring and informative practice
• On the whole I feel our surgery and doctors are very good and provide some of the best health care and services in the area
• Service is very excellent
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Any other comments…
• Your service is crap for a top doctors
• I would prefer our own doctors for out of hours
• Quicker appointments
• I have never seen the same doctor twice it is always a different one
• I work full time and find it difficult to get early or late appointments which do not fall in the working day
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Progress since April
• Stair markers purchased and in place
• TV sound has been changed
• More publicity of opening hours
• Working towards booking appointments on line
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Changes in the practice
Comings and goings in the last 12 months–
Dr Hanney has left
New salaried doctors
– Gill Deeley and Jordache Myerscough
New practice nurses – Tracy and Mel
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New GP registrars and Foundation doctors
• Dr Steph Edgar
• Dr Adam Richardson
• Dr Carly Watson
• Dr Elliott
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Primary Care First
• CLS is the Hub practice for Wakefield, co-ordinating all primary care nursing placements
• Student nurses now placed in 7 ‘spokes’
• Nurse Lesley Carlile awarded ‘Mentor of the Year
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Opening hours
• Early mornings on Tuesday and Friday (formerly Tuesday and Wednesday)
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Changes in the wider world
• Locality group – working with 4 local practices: • The Grange
• Church View Practice
• Dr Diggle
• White Rose Surgery
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A and E
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Working to reduce A and E attendances
• Wakefield still has some of the highest A and E attendance rates in the country
• Some patients (of CLS) attend A and E with minor illness and injury during working hours or when GP out of hours would be a better option
• Letters to patients
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Working to reduce unplanned admissions
• Identified 200 patients most at risk of admission
• Developing care plans for each of these patients to help them stay out of hospital
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New services
• Hearing aid service is up and running
• Ultrasound service in the practice – quick and excellent
• Bullenshaw integrated care team (community nursing, social care, Help the Aged, pharmacy etc)
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Working together in 2014-5
• How can we get effective feedback from patients?
• Survey
• Complaints / suggestions
• Community / voluntary groups
• Healthwatch
• Friends and family test (from December 2014)
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Innovative ways of communicating
Eg:
• Improving communication and insight between the practice and patients to co-design services
• Improving communication with people who may not get the opportunity to engage, eg vulnerable patients
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• Developing patient ‘champions’ to support particular issues, or particular patient groups eg patients with mental health problems
• Supporting pateints so that they can manage and make decisions about their own care
• Annual events with the practice population to showcase progress achieved / future plan
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• Opportunities for patients to find out more about how the practice and the wider health economy works
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Over to you!