Patient Participation Group
The purpose of the Patient Participation Group is to help us to look at current practice and work together to improve our services in the future. It is your chance to have your voice heard as a representative of the community we serve.
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Report on the formation of the Patient Participation Group
Initially The Practice designed a poster which was placed in the public areas of the surgery inviting patients to become involved in a Patient Participation Group for Clayton Brook Surgery.
Volunteers were then asked to complete an application form and were then contacted by letter inviting them to attend the first meeting of the Group on Friday 23 September 2011.
The age range of the group was between 30 and 85 and consisted of both male and female patients.
The meeting was made up of both White and Black African Carribean ethnic groups.
The Surgery did try to involve other Ethnic Groups by asking them personally when they came into the Surgery, if they wanted to become involved, but unfortuntately no-one wanted to participate.
The Surgery did invite young mothers, carers and Asian patients but received no response.
Now the website has been set up the Surgery incluldes a page giving details of the Group and its aims, and invites patients to become involved.
The Group consisted of mainly mature patients, which in all honesty does reflect the Surgery's population as the majority are quite young and probably have work commitments, but as previously stated the Surgery did try to involve it's younger patients without success.
The Surgery carrried out a Patient Survey in November 2011. One hundred patients were surveyed.
The Practice used the GPAQ Questionnaire for its survey (The General Practice Assessment Questionnaire) which contained questions relevant to all aspects of a patients care. Patients were asked when they attended the Surgery whether or not they wanted to participate in the Patient Survey.
The results of the survey were discussed at the second meeting of the Group held on Friday 9 March 2012. Overall 87% of patients were happy with the Surgery.
At the meeting held on 9 March 2012 the Group raised several issues and suggestions:
A member of the Group commented that she had noticed patients in wheelchairs struggling with the Surgery's front door. After discussion the idea of a ramp to the Surgery's rear entrance was suggested and it was agreed that the Practice Manager would obtain quotations to see if this was viable.
Another Group member also mentioned the lack of confidentiality at the reception desk. Dr Singh informed the Group that there was a room available for patients if they required total confidentiality and it was agreed that a notice would be put up to that effect.
A further member asked if patients could be informed of any delays. It was agreed to do this.
A discussion then took place about the Surgery's opening hours. Everyone agreed that the Surgery's extended hours on a Monday, when the Surgery is open from 7.00am were very popular with patients especially patients who worked. Apart from Thursday when the Surgery closes at 1.00pm the Surgery is open from 8.30am - 6.30pm which everyone in the Group thought was adequate.
One of the comments raised by several patients in the Practice Survey was the Surgery should be open on a Saturday morning but everyone in the Group agreed that sufficient medical cover was provided by the Out of Hours Service at Chorley Medics.
Notice of the date of the next meeting will be published on the Surgery's website.
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RESULTS FROM THE PATIENT SURVEY
PATIENT COMMENTS
Is there anything particularly good about your healthcare?
Always get to see Dr when needed
I always know the Dr will take my problem further for a second opinion if necessary. I have total confidence in my Dr.
Being able to have 6 months prescriptions given to me in advance saves time on contacting the Dr’s and collecting then going to the chemist – now just go and collect from chemist when needed.Concerns resolved.
Dr Mittal is great with me. Reception are really lovely.
Dr Singh has always been very patient and supportive in respect of my various health issues.
Able to see GP when I need to.
Polite and helpful.
Excellent Practice Nurse.
On each time I have requested an appointment I have seen a Doctor on the same day. This is the most important service and has definitely not been the case at other surgeries where I have been a patient.
Because I work, need to see a Dr at short notice, never had a problem which is great.
Friendly.
Same Doctors since I was 5 and never had a problem.
Dr Mittal is excellent.
All outstanding issues have been resolved to the good. Thank you.
I am very happy with everything at this surgery.
Treated with care and always feel better about things healthwise.
Is there anything that could be improved?
When re-ordering meds over the phone I am asked what I need specifically instead of a receptionist just looking at my files to see. This isn’t good, especially for people with memory illnesses.
Evening/Weekend opening hours.
Try to keep to times of appointments as we won’t be seen if we are 10 mins late but I have been kept waiting 20 mins to see the Dr – not fair.
Don’t always get an appointment have to keep calling daily.
Appointment system is limited.
Pain management.
The surgery environment could do with a cash injection from the PCT.
Saturday morning opening.
Drs not to put all my pain down to my disability, last time did not come out, ended up in hospital for a week.
Referrals.
Get rid of Radio 2.
General surgery environment all needs updating.
Speedier prescription time when phoning in.
It can be very hard to book an appointment a few days in advance which can be difficult when working – you can not always attend an appointment on the same day as making it.
Better opening hours.
Trying to ring for an appointment. – press 1 2 3 always engaged.
Any other comments?
Very satisfied. Staff at the practice are very helpful and friendly.
All round good service.
I have been visiting the surgery for 28 years and have never had cause for complaint.
Really good. Quick hospital appointment every time.
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PATIENT QUESTIONNAIRE SUMMARY
Percentage of patients who answered Excellent/Very Good/Good
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The way you are treated by receptionists at your practice |
92% |
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The hours that your practice is open for appointments |
85% |
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How quickly you get to see the Dr of your choice |
76% |
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How quickly get seen by any Dr |
77% |
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How long you have to wait to see the Dr: |
66% |
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Ability to get through to the practice on the phone |
75% |
|
How thoroughly the doctor asked about you symptoms and how you are feeling |
86% |
|
How well the doctor listened to what you had to say |
86% |
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How well the doctor put you at ease during your physical examination |
80% |
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How much the doctor involved you in decisions about your care |
74% |
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How well the doctor explained your problems or any treatment that you need |
81% |
|
The amount of time your doctor spent with you today |
79% |
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The doctor’s patience with your questions or worries |
80% |
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The doctor’s caring and concern for you |
80% |
Overall 87% of patients were completely satisfied/very satisfied/satisfied
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REPORT OF PARTICIPATION GROUP MEETING HELD ON
FRIDAY 09.03.12
PRESENT: Dr S N Singh
Dr S Mittal
Sheila Noble, Practice Nurse
Diane Morgan, Practice Manager
Gillian Ackroyd
Patricia Sawyer
Hilary Williams
Carole Taylor
APOLOGIES: Fiona Gregson
Beryl Howlett
Thomas Wall
Jacqueline Edwards
Dr Singh welcomed everyone to the meeting and thanked people for coming. Dr Singh stated that this was the second meeting of the Group and that the purpose of these meetings was to share information.
He opened the meeting with information received from the recent Patient Survey.
Copies of the Patient Questionnaire Summary were distributed to the meeting (copy attached).
Dr Mittal informed the meeting that the results of the Patient Survey would be published on the Surgery’s new website.
Dr Singh said that the overall outcome of the Survey was very pleasing, but there was room for improvement in certain areas.
From the figures: 92% of patients were pleased with the Surgery’s reception staff and 85% of patients were happy with the Practice’s opening hours for appointments.
Dr Singh stated he thought that the figure of 76% for how quickly a patient got to see the doctor of their choice was a bit on the low side, but said this could be due to several factors i.e since the Surgery has changed its booking of appointments system to booking appointments on the same day could mean the patient’s doctor of choice might not be in on that particular day.
Dr Mittal explained to the meeting that the Surgery changed its appointment system because of the number of patient dna’s and since the change in the system the number of patient dna’s has decreased substantially.
Dr Mittal also advised that a patient was able to pre-book an appointment, which enables a patent to see the doctor of their choice.
Dr Mittal added that she felt the Surgery was fulfilling the Government’s requirements.
The meeting as a whole thought the figure of 66% for waiting to see the doctors was inaccurate.
Carole Taylor informed the meeting that she thought the Surgery provided an excellent service.
Gillian Ackroyd thought the low figure could be due to lack of communication.
Hilary Williams said in her opinion if patients know there is going to be a delay there are usually quite happy to wait, it was the not knowing.
Dr Singh stated that the Surgery would try and improve on a patient’s waiting time.
The Practice Manager informed the meeting that any delays were always conveyed to patients, i.e. if an emergency had arisen.
Dr Mittal said that sometimes a patient came with more than one problem, or they just wanted someone to talk to which resulted in lengthier consultations.
Hilary Williams said that some Surgery’s have notices up to the effect that the GP will only deal with one problem per appointment.
Dr Singh stated that a number of patients have mental health problems which take that little bit longer to deal with.
Dr Mittal informed the meeting that the pre-bookable appointments during extended surgery hours on a Monday have proved a success.
Dr Singh stated that there should now be an improvement in the 75% in patients getting through to the Surgery as a new telephone system had been installed.
Dr Singh said that only 74% of patients thought they were involved in decisions about a patient’s care. He thought possibly that patients did not quite understand the question and thought that in future surveys this question should be re-worded.
Carole Taylor thought this could be due to a patient’s inability to understand everything the GP had said at the time of the consultation.
Dr Singh said that 87% of the Surgery’s patients were happy with the Surgery’s overall performance which he thought was quite good, but there was still room for a little improvement.
Dr Singh informed the meeting that the Surgery had received quite a lot of good comments from patients (copy attached).
The meeting then discussed some of the comments:
Weekend opening: Repeat dispensing: Waiting Room music: Television in the Waiting Room.
Hilary Williams stated in her opinion the Surgery was clean and tidy.
Gillaim Ackroyd said that the removal of the Waiting Room benches was a vast improvement.
Gillian Ackroyd informed the meeting that in her opinion she thought there was a lack of privacy at the front reception desk.
Dr Singh informed the meeting that a room was available for patients if they required confidentiality.
It was agreed that the Practice Manager would put a notice up in the Waiting Room to this effect.
Surgery’s Website
Dr Mittal informed the meeting that since the last meeting the Surgery had a new website, which she demonstrated to the meeting.
Hilary Williams asked whether or not prescriptions could be ordered on line.
Dr Singh advised that this was not possible at the moment because of the confidentiality issue.
Dr Mittal stated that at the moment the website is more for information purposes and distributed the website address to everyone at the meeting, ( HYPERLINK "https://www.claytonbrooksurgery.com" www.claytonbrooksurgery.com).
Gillian Ackroyd informed the meeting that she was involved with a Pain Management Group and asked whether or not it would be possible to publicise this event on The Surgery’s website (a two day course For Self Pain Management – Arthritis Care).
Dr Mittal asked Mrs Ackroyd if it was possible to have some more information about the event.
Gillian Ackroyd said she had some posters and leaflets at home that she would let Dr Mittal have.
Dr Mittal asked about access to the Service.
Gillian Ackroyd said there was a phone number on the posters and it was via self referral.
Dr Mittal said that this was something that could be put on the Surgery’s website as she thought certain patients would benefit from using the service.
Dr Singh also agreed that it was a good idea as a lot of a GP’s time is spent with dealing with Pain Management.
Access
Dr Singh informed the meeting that discussing Access to the Surgery is a Government requirement:
There are various ways of accessing the Surgery i.e via telephone/in person.
Dr Singh did not think opening on a Saturday morning would be a viable option.
Hilary Williams asked whether or not the Surgery closed on a Thursday afternoon.
It was confirmed that the Surgery closed on a Thursday afternoon.
Gillian Ackroyd asked whether or not improvement could be made to the Surgery’s front door as she has seen patients in wheelchairs and patients with prams struggling.
Patricia Sawyer stated that the front door had a tendency to bang.
Discussion then took place regarding the possibility of having a ramp fitted at the back of the Surgery.
The Practice Manager that she would look into the matter and obtain quotations for the various alternatives discussed i.e.portable ramp or fixed ramp.
Any Other Business
Carole Taylor stated that in her opinion she thought the future of the NHS was very worrying.
Everyone agreed.
Hilary Williams stated that GP’s were doctors and not business managers and that it must be very difficult for them.
Gillian Ackroyd stated that she thought Clayton Brook Surgery was fortunate as Dr Singh was involved in the Consortium.
A discussion took place about the future of the NHS.
Carole Taylor informed the meeting that she was not happy when this Surgery had been allocated to her, when she moved from Burnley which is a really deprived area and she could see similarities with patients at this Surgery, but she could only offer praise to the Surgery as a whole.
Dr Singh thanked everyone for attending the meeting and stated that the next meeting would be held in three to four months time.
Dr Mittal reminded everyone of the Surgery’s website address.
The meeting then came to a close.
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Report of Patient Participation Group Meeting Held on
Friday 23 September 2011
Present:
Dr S N Singh, GP
Dr S Mittal, GP
Dr C Hughes, FY2
Sheila Noble, Practice Nurse
Diane Morgan, Practice Manager
Fiona Gregson
Carole Taylor
Beryl Howlett
Vanetta Osbourne
Thomas Wall
Apologies:
Sarah Boughey
Introductions were made.
Dr Singh opened the meeting by welcoming everyone and thanking them for attending the meeting.
Dr Singh explained to people the purpose of the meeting, i.e. to see how well the Surgery is doing and in what way matters could be improved. He mentioned that Dr V K Khanna had held similar meetings several years back.
Dr Singh referred to the Practice Leaflet (contained in the patient's pack) and provided the meeting with information about some of the services the Surgery provided, i.e. Antenatal clinic is held on Tuesday, when a Midwife is present; a Counsellor attends on Tuesday and Wednesday; Workers from both the Substance Misuse Team and Alcohol Team see patients at the Surgery; a Health Visitor is attached to the Surgery and a Baby Clinic is held on Thursday morning; also District Nurses are attached to the Surgery, who see patients in the community; a Phlebotomist attends on Monday mornings.
Carole Taylor asked how many patients the Surgery had.
Dr Mittal stated in the region of 3,500 - 3,700.
Dr Mittal then explained briefly to the meeting the various ways patients can access the Surgery (an appointment is needed to see the GP, Practice Nurse, etc.). She told the meeting that the Surgery had changed the way patients could book an appointment in the last two years. Appointments were now bookable on the day, but some appointments could be pre-booked in advance (up to 2/3 weeks). The reason for the change to the system was to try and reduce the number of appointments that were being wasted by non-attendance. An improvement has been noticed in the number of dna appointments.
Dr Mittal informed the meeting that in the month of August there were 829 appointments available and there were 40 non-attenders, so there is still room for improvement.
Fiona Gregson asked whether or not the Surgery sent out letters to non-attenders.
Dr Mittal said that the Surgery tried to be tolerant but thought a letter should be sent to regular non-attenders. It was thought a notice should be put up in the reception area advising patients that steps would be taken against regular non-attenders.
Dr Mittal also said that a telephone consultation was available for patients, but patients would always be seen in the case of an emergency.
Dr Mittal stated that they also carried out home visits for patients, especially for the terminally ill and elderly.
Dr Singh informed the meeting that he thought the Surgery was quite flexible and tried to accommodate a patient's need.
Dr Mittal provided the meeting with the following information:
In August 2011, 119 of the Surgery's patients attended the Accident and Emergency Department at Chorley and District Hospital. The majority of complaints were minor.
Fifty of the 119 patients could have contacted the Surgery as they attended the Department whilst the Surgery was open. A further 35 patients could have contacted the Out of Hours Service; therefore 85 out of the 119 cases could have been dealt with either by this Surgery or the Out of Hours Service.
Dr Singh stated that people needed to be more aware that the A&E Department is for accidents and emergencies and not an alternative to attending the Surgery. Patients should contact the Surgery or the Out of Hours Service before attending at A&E.
It was agreed that putting a notice up in the Surgery might help to reduce the attendance at A&E
Fiona Gregson stated that the Surgery opening early on a Monday morning has been a forward leap.
Dr Mittal explained that the early morning surgeries were to help people who worked and it has been found that these early morning surgeries have been well received, but these appointments are not only for people who work.
Dr Singh informed the meeting that this Surgery carried out various screening programmes for patients and asked people to refer to their information packs which showed the figures for this Surgery as well as all the Surgeries in Chorley and surrounding areas.
Dr Mittal explained that the screening programme carried out were Bowel, Cervical and Breast.
Dr Mittal then went on to explain the benefits of screening, i.e. early detection. Both cervical and breast screening programmes were quite well attended.
Dr Singh stated that the figures for Bowel Screening were quite low for this Surgery.
Vanetta Osbourne asked why the figures were so low.
Dr Mittal thought the reasons were personal choice, not wanting to know, ignorance, fear of finding something or embarrassment.
Sheila Noble informed the meeting that from her experience it was more men than women who were embarrassed.
Dr Mittal informed the meeting that Bowel Cancer was the second most highest.
Dr Singh stated that Bowel Cancer can be treated if detected early enough.
Vanetta Osbourne asked whether or not it would help if the GP spoke to the patient's family.
Sheila Noble explained about patient confidentiality.
Fiona Gregson asked whether or not it would help if schools were made aware.
Dr Mittal said that school children were in the Cervical Screening Programme (HPV Vaccination).
Fiona Gregson asked whether or not leaflets would help.
Sheila Noble explained when a patient is invited for screening the appropriate leaflet is sent out with the invitation.
Dr Singh infor.med the meeting about the vaccinations carried out at the Surgery.
Babies and childrens vaccinations are carried out by the Health Visitor on a Thursday morning at the Surgery, also vaccinations for travel purposes.
Sheila Noble informed the meeting that the Surgery no longer carried out Hep B vaccinations for employment purposes. These were now the responsibity of the emplo
Sheila Noble also stated that the Surgery carried out the majority of travel vaccinations but certain ones such as Yellow Fever had to be done at Surgeries who were licensed to carry out these vaccinations and the nearest one to this Surgery was Riverside Medical Centre in Walton-le-Dale.
Carole Taylor asked whether or not patients had to pay for these vaccinations.
Sheila Noble stated that the majority of vaccinations were free but certain ones like Rabies, there was a charge . Also there was a charge for Yellow Fever.
Dr Singh also stated that the Surgery carries out an extensive flu vaccination campaign every year and flu clinics would be being held in the first week in October.
Carole Taylor asked whether or not the Surgery had a Family Planning Clinic.
Sheila Noble explained to the meeting that this was done on an individual basis but ladies procedures were carried out on a Friday afternoon by herself and Dr Mittal.
Dr Mittal informed the meeting that GP's also carried out various other injections for patients, i.e. injection in joints to ease discomfort.
Dr Mittal asked if anyone had any suggestions:
Fiona Gregson stated that initially she was very dubious when the Surgery changed its appointment system, but she had to agree that it was working just fine.
Beryl Howlett asked whether or not the introductory message on the telephone could be improved as it was rather long and not always clear.
The Practice Manager stated that unfortunately at the present time it could not be improved but it was hoped that in the near future this could be done.
Dr Mittal added that at the moment the Surgery was tied into a contract for the telephone system, but it was hoped when the present contract ran out the Surgery could replace the telephone with a more up to date system.
It was thought the next meeting would be held in February 2012. People would be contacted regarding the date.
Everyone who attended the meeting said that they were happy with both the Clinical Staff and Reception Staff and were extremely satisfied.
The Practice Manager said she would pass everyone's appreciation on to the Reception Staff.
Dr Singh once again thanked people for attending and the meeting closed.
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