Richford Gate Medical Practice by fDQ7Zq


									    Improving our Practice: Working with our Patient Reference Group
                     Patient Survey and Action Plan


The staff at Park Medical Centre aim to provide a high quality health service to
our practice population. The demands are complex and challenging. Health is an
area where there are constant developments. We believe that the views and
feedback of our patients are vital in helping us shape the service that we offer.

Up to now we have relied on a suggestion slip system as well as providing easy
access to practice management to give an in informal feedback process
independent of the complaints procedure.

In 2011/12 we sought to develop what is known as a Patient Reference Group –
PRG for short. The idea was to recruit members of the group who represented
the diverse nature of our practice population. Once recruited, patients were
invited by email to comment on their experience of the surgery.

Park Medical Centre has a registered list size of just over 8,000. The practice
boundary includes parts of W6, W12, W4 and W3. We made sure that our PRG
represented the diverse nature of our practice population by checking factors
such as age, gender, ethnicity and chronic conditions.

We shared with the PRG a survey that we proposed to use and asked members
of the PRG if there were any other questions that we should ask. The survey was
made available directly to the PRG and to the wider practice population using the
website and paper copies in the surgery.

The key results of the survey are attached and an action plan developed to deal
with areas of weakness and points raised by patients. We are pleased to say that
the comments we received were overwhelmingly positive.

Park Medical Centre is very grateful to a number of patients who have given their
time freely and for working with us to continue to develop the practice.

The Patient Reference Group

Local demographic data reveals that Park Medical Centre has a diverse practice
population. This is evidenced by factors such as disease prevalence, housing,
deprivation scores and employment data. Our list size comprises of 4525
females and 3826 men. 1897 are aged under 15 and 714 are aged over 65. We
have more children per capita than most London surgeries. We have patients
from a number of ethnic backgrounds and some patients with disabilities. In
recruited patients to our group we have tried hard to make the PRG as
representative as possible. The age profile of the PRG is higher than the practice
population as a whole with the youngest member 17 and oldest 86. Over 20
ethnicities are represented and most chronic conditions have multiple

We used a variety of means to recruit members to the PRG which included
advertising on our web site, notices in the waiting room, personal invitation by
doctors and nurses who knew of patients who might be interested and invitations
to all who attended the flu jab morning.

We believe that our PRG represents the broad spectrum of people registered
with our practice.

Agreeing the Survey

The survey that the Practice proposed to use was one developed by Meridian. It
is comprehensive and all PRG members agreed that the questions covered all
the important points.

Access to GP and nurse appointments
Telephone access
Clinical competence of health professionals
Service at reception

A copy of the questionnaire remains on the website and is still a ‘live’
questionnaire that allows patients to complete an on-line survey at any time.

Survey Results

Rank    Question Text                                                   Score
1       Last time you saw a doctor, how good was he/she at treating     92.59
        you with care and concern?
2       Did you have confidence and trust in the doctor you saw?        91.67
3       In general, how satisfied are you with the care you get at      87.65
        your GP surgery or health centre?
4       How helpful do you find the receptionists at your GP surgery    86.83
        or health centre?
5       Last time you saw a practice nurse at your GP surgery or        84.38
        health centre, how good was the practice nurse at
        explaining tests and treatments?
6       How easy is it for you to get an appointment with a practice    79.71
        nurse at your GP surgery or health centre?
7       Last time you saw a practice nurse at your GP surgery or        77.27
        health centre, how good was the practice nurse at
        involving you in decisions about your care?

8       Think about the last time you tried to see a doctor fairly   66.10
        quickly. Were you able to see a doctor on the same day or in
        the next 2 days the GP surgery or health centre was open?
9       In the past 6 months, how easy have you found getting        47.86
        through on the phone?

Action Plan

An action plan was developed from the above table and additional comments
made by patients.

A detailed copy of the action plan is a separate document. It can be summarised
as follows

         Make it easier for patients to access a doctor same day or in the next
          two days.
         Make it easier to get through to the surgery on the phone.
         Improve customer care

The detailed action plan includes justification about why the above items were
agreed, a timetable for delivery, and information on how the action plan will be

Our opening times are weekdays 8.30 am to 12.30 am and 1.30 pm to 6.30 pm
(excluding bank holidays). The telephone lines are open at the same times.

We hope to build on the success of our non urgent, named doctor messaging
service as well as investigating automatic telephone and web based appointment
booking. We will also investigate an incoming (to the practice) text facility.

The results of the survey have been published on this web site and have been
available in the practice waiting room.

We welcome feedback on this report and the process. Patients wishing to
comment should contact the practice management team of Dave Sellers and Sue
Curran on 020 8741 7471.


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