Patient Feedback Report

The annual feedback contains details of suggestions you have raised over the past year and the steps we have taken in response. If you would like to contribute as a patient please read below.

RESULTS OF THE 2013-2014 SURVEY AND ACTIONS

 

The results of the PPG chosen survey were discussed and compared with results from the two previous years. Overall results were considered to be very good and the Patient Group battled to find areas which required marked change or attention.

Some comments noted were:

·         Q3: Patients being overheard at Reception – 91% said they did not mind with 2.8% they could not be heard and far fewer added that they were not happy with the situation.

·         Q4b: 98% stated they were treated with dignity and respect at all times and no patients said they were not.

·         Q5a: Over 90% indicated that it was very or fairly easy to get through on the phone, compared with 3.7% indicating some difficulty.

·         Q19: As in previous years most patients preferred Saturdays to week-nights or early mornings

 

 

ACTION PLAN

 

·         To continue current performance and satisfaction with opening hours

·         To maintain and ensure that as far as is practically possible patients with long-term conditions get to see their GP of choice to maintain continuity. Though this is the rule we will run another awareness programme with Reception staff.

·         To run a Patient Survey on how many patients use their hearing aids actively and thus make use the “loop-system” at Reception.

 

 

REPORT ON THE PATIENT PARTICIPATION SURVEY 2013-2014

 

The Patient Spectrum covered via:

·         Local community networks: Bathford Link, Batheaston Neighbourhood Group, Local Look Magazine; BREDAC, Pharmacies.

·         Batheaston Medical Centre Patient services: Clinics for Chronic DM ; General ; Midwife; Health Visitors; District Nurses; Counsellor; Flu Clinics; Extended Hours; Carers; Nursing Homes

·         Youth Group and Coffee Morning Group – Different coloured leaflets (for PRG and Virtual Group) distributed to all sectors by relevant Team members.

·         Under-represented Ethnic groups received letters inviting participation and two African / Caribbean patients joined the virtual Patient Group through this route.

 

Current Patient membership:

·         Patient Representative Group: 0.66% women and 33.33% men: 100% British

·          Virtual Patient Group: 50.54% women and 49.30% men:

95% British, 2.08% Asian, 0.04% African / Caribbean, 2.08% Other ethnic groups.

Under 16s: 18 members

17-35s: 16.02%

36-54: 29.3%

55-64: 13.5%

65 – 84: 21.25%

·         Practice Population: 90.43% British.

·         Ethnic Group: 1.69% of the Practice has not stated any group.

There are representatives of all ethnic groups except Chinese (0.0026) and we continue to invite participation.

 

Communication maintained: two-way dialogue to meet the needs of the different model members using:

a.         Comment cards and Suggestion Slips for Waiting Room and Reception area.

b.         Dedicated Patient Group email box

            c.         Survey and Feedback on posters and website

d.         Targeted Groups / Activities:

 

Description of the Survey and how it was carried out

The Survey and questions for this year were agreed with Patient Reference Group. After looking at 3 possible new surveys, the Group decided unanimously to remain with the survey from the previous year. It was felt that this provided a good benchmark to measure improvements and trends.

Questionnaires were sent out as widely as possible: via the virtual Patient Group, PRG and Patients visiting the surgery throughout the month of July.

The results and any patient suggestions or comments were collated and fed back to the PRG whose members then highlighted priority areas

Results of the Survey were published via Posters, electronically +and on the Website

Actions taken and what is achieved as a result are posted on the Website.

 

Details of the Action Plan

 

 

 

Progress on the Action Plan

 

Long-term conditions and continuity: Receptionists all followed an awareness programme on the importance of continuity of access to a lead GP for those patients who have long-term conditions.

 

Extended Hours are now advertised not only on the Website, Practice Leaflet and strategically placed posters but also, as per patient suggestion, on the LED Waiting Room notice.

 

Current performance and satisfaction with opening hours are being maintained and monitored via a subsequent access survey.

 

Practice Opening hours and access to core services

 

Hours are 8 a.m. to 6 p.m. Monday to Friday.

BEMS runs telephone triage from 6 – 6.30 each week-night

Out-of-Hours runs from 6 p.m. to 8 a.m.

 

 

Extended Hours

 

To match patient demands for both Weeknight and Saturday access (at roughly 40% and 60% respectively) the Practice works on an eleven week cycle.  The ratio is 4 week-nights to 7 Saturdays.

Patients are advised always to check with Reception as week-nights will vary.

Extended Hours are only offered by Partners and Doctors directly employed by the Practice.

 

 

 

Submit Feedback to Batheaston Medical Centre

Please note that by submitting feedback you are giving consent for us to hold your name and email address in our records and consent to receive occasional updates regarding the Patient Participation Group.

Please include your name and date of birth in the email; this helps us to verify that you are a registered member of the practice.

Send comments to:

bsccg.batheastonpatientgroup@nhs.net