Download PRG report

Stratford Health Centre
121 – 123 The Grove, Stratford, London, E15 1EN
Patient Participation Directed Enhanced Services (DES).
The purpose of the Patient Participation Group DES is to ensure that patients are involved in
decisions about the range and quality of services provided and commissioned by their practice.
Develop a Patient Reference Group (PRG)
In Oct 2011, steps were taken to create a PRG for the surgery. We have decided to display notices
in the practice advertising about the group and made provisions for patients to express an interest.
Posters were put up in the surgery. Even though few patients volunteered, the response from
patients was not good in the beginning. Dr Chang, the Principal GP of the practice, verbally
advertised the development of the reference group and now we got a group of 8 patients to voice
the concerns of the patients and advise/strengthen the practice for commissioning better services.
PRG Profile
The representation of group has reduced from last year. The majority of the patients are of ethnic
origin which is reflected in the group. Young group representation is less. We are unable to get
cooperation from young group, due to their fear of the engagement and time.
The table below outlines the description for each of our patients.
Gender
Male
PRG profile
Age
83
Male
61
Female
79
Female
65
Female
65
Ethnicity
British
Indian
British
Pakistani
Mixed
White
British
White
British
Black
Our practice PRG group meet every 3 months. We communicate through telephone and text. Any
member of the group who have an idea can call the Practice Manager which is then listed on the
agenda for the next PRG meeting
In our last meeting, we decided to ask registered patient of the practice on their satisfaction with
the service and if they were interested in more services such as online prescriptions, online
appointment bookings. We also decided to survey on the satisfaction of telephone access, quality
of the services from GPs and other staff, clinical care, reception issues and appointment availability
on our survey. This was due to the fact that we have received negative comments in the NHS
choice websites.
We therefore produced a survey with the questions, regarding satisfaction, convenience on date of
appointment and waiting time, ability of clinician and overall rating of experience of the surgery?
We also decided to find out gender, age, ethnicity and occupation for all patients who will complete
the questionnaire.
We as a practice designed the patient questionnaire as discussed with the PRG which included
feedback from patient on the current services we provide and services that they as a patient may
want the practice to bring in for easy access. The result of the survey has been outlined and was
discussed with PPG.
20
15
10
No experience
Poor
5
overall satisfaction with…
Overall satisfaction with…
Communication with the…
The helpfulness of the…
The information provided by…
Overall level of satisfaction…
11. Ability of the clinician,…
10. Ability of the clinician…
9. Opportunity of obtaining…
Opportunity of speaking to a…
Length of time waiting to…
Length of time waiting to…
Ease of using the automated…
Seeing the Doctor of your…
Convenience of day and time…
Length of waiting time
0
Satisfaction with booking…
Fair
Good
Very good
Excellent
not answered
Opportunity to discuss survey finding and reach agreement with the PRG on changed to services
The finding of our questionnaire was discussed with our PRG on our meeting. This gave the group
the opportunity to comment on how they feel about the survey and the benefit patients at our
practice will gain if the services suggested are put in place. The group appreciated the receptionist
on the result of the patients’ feedback. The survey pointed out the concern of the patients that they
are not able to see GP of their choice. Majority of the patient requests to see Dr Chang due to his
popularity, but it is not possible for Dr Chang to see all the patients to see him. The practice has
good number of long term doctors. Some patients had concerns on long waiting time.
The following are the comments received through the patients’ survey.
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I class myself as luck to have this practice as my doctor
Appreciate all doctors, very satisfied with treatment of elderly pts, especially Dr Chang. He is
a very good doctor. Opens on the weekends.
I experience not good with new doctors. Regarding my health issue of my long term severe
allergy reaction during the last 2 months. But it was sorted out in a good manner by Dr
Chang. So thank you . very kind manner.
Excellent service
On the whole very caring and attentive
Keep it up
I would like to see my GP without a 2 week wait as is usual. If I ask but emergency
appointment are very good.
We discussed that the practice has installed new ‘0208’ telephone system in addition to ‘084’
number. The patient has the choice to call on any of the phone numbers but primary number is
‘0208’.
We have new facility for online appointment bookings and patients are using it. This system is
introduced as part of enhanced service. We are promoting the use of the system via notice board
and Jayex board. The staff are given training. The current problem is that the new facility is no
added on NHS choice web site and they use the data supplied from NHS England.
Agreed action plan with the PRG and PRG agreement to implementing changes
We discussed and agreed action plan for all the following issues raised and any concerns
PRG expressed the concern that when patients come in for their appointment at the surgery,
sometimes, they may have to wait over 45 minutes to been seen by the GP. Patients will get
agitated and will complain. PRG have suggested all patients who arrive for their appointment
should be informed if the doctor is running late.
If any doctor is running late, reception would monitor it. When patients arrive for their
appointment, they will be informed by reception staff how many minutes the doctor/nurse is
running late and a notice board will be displayed informing patients how late the doctor is
running.
Doctors who change patients medication need to contact patient to explain the reason the
medication has been stopped and advise them which medication has been replaced and why.
This will help patients to understand that their care is being done properly and they are made
aware of every change made to their current medical treatment
Dr Chang (Lead GP) will send a memo to the GP’s to ensure they contact patients to explain the
reason why medications have been stopped and which medications have been commenced.
The practice would continue to recruit patients to attend the reference panel to represent all
type of patients registered in the surgery. As a practice we engaged with our patients by
promoting the PRG in the surgery through posters and verbally asking patients if they would like
to be part of the group especially when they were raising issues of concern to reception staff.