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.
ACTION PLAN 2012 – 2013
The actions identified by the
Patient Participation Group from the results of the Patient Survey are:
·
Publicising again and more
widely the Extended Hours offered and where to go when the Practice is closed.
·
Continuing current
performance and satisfaction with opening hours.
·
Working through the rather
‘grey’ area pertaining to walk-in patients during the routine booked Saturday
morning Extended Hours Sessions.
REPORT
ON THE PATIENT PARTICIPATION SURVEY 2012-2013
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.
·
Absent Ethnic groups received letters inviting participation and
two African /
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 /
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
that was held in 2011. 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
Following PPG feedback on walk-in patients without an appointment
during the Saturday morning booked Extended Hours session, the Practice
Manager held an education session with relevant Receptionists in which was
discussed for update and learning :
·
Following the agreed Service Level Agreement rules (set nationally
by the Dept of Health) and also trying to meet patient needs if urgent.
·
Eliciting (with less demanding patients particularly) any further
information that might make an attendance at the designated urgent-care centre
for out-of-hours (BEMS) more difficult – e.g. No transport / illness more
severe than first indicated
·
Using the Doctor on duty to triage the patient when in doubt,
before deciding that the patient does not meet the Extended Hours regulations.
Two patients have, through these measures, been deemed “requiring
immediately necessary” treatment
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.
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
weeknights to 7 Saturdays.
Patients are advised always to check with
Reception as weeknights will vary.
Extended Hours are only offered by Doctors
employed at the Practice and Partners.
ACTION PLAN 2011 - 2012
The actions identified by the
Patient Participation Group from the results of the Patient Survey are:
·
Tacking the privacy issue at Reception as raised by some patients in the survey.
This will be a four-way approach:
a. Put up another prominent “PRIVACY” notice in
addition to the one in current use at Reception alerting patients to request
privacy if they have any issues of a sensitive nature. There is a separate room
for such occasions.
b. Audit how many patients might use this
c. Discuss with Receptionists how they might re-phrase
questions of a patient if there is more than one patient in the foyer so that
sensitive areas can be avoided. E.g. booking a patient into a Midwife clinic
should be done away from the front desk if others are present.
d. Operate a “watch-and-wait” policy on replacing the
Patient self-check in-screen. Current patient opinion is divided between
preference for checking in individually and those who still like the personal touch
of talking to a Receptionist.
·
Increase knowledge of accessing Out of Hours
Though this is readily on display throughout the
surgery, given to all new patients upon registration and the number on
name-card size slips available at Reception, the survey indicates that some
patients still do not know the new number.
Coloured flyers will form the basis of another
campaign to improve matters especially during the flu campaigns when patients
who have been with us for many years attend in large numbers.
·
Making Extended Access more widely known
We will use the Jayex
display in the Waiting Room to advertise further the Extended Hours sessions.
ACTIONS COMPLETED
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:
patient.group@gp-L81027.nhs.uk