Park Road and Old Dean PPG 2016 ‘A centre of excellence delivering high quality care where patients and staff choose to be’ Park Road and Old Dean PPG 2016

Where has the last year gone? ‘A centre of excellence delivering high quality care where patients and staff choose to be’ Where has the last year gone? 1st April saw the merge of Park Road and Old Dean Surgeries Held another successful patient event Increased ‘bookable’ appointments Developed the Care Co-ordinator role Increased carers support Gained: 4 new salaried doctors (2 left to have babies) 2 new nurses 4 new receptionists

Completed the renovations: Minor Ops now downstairs ‘A centre of excellence delivering high quality care where patients and staff choose to be’ Completed the renovations: Minor Ops now downstairs Welcomed ICT to Park Road Improved GP Survey results by an average of 9.4% overall

NHS SURREY HEATH CCG Latest survey results January 2016 publication

Overall experience of GP surgeries

Overall experience – how the CCG’s practices compare Overall, how would you describe your experience of your GP surgery? Percentage of patients saying good CCG Practices National Average 94% compared to 89% last year Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (836,967); CCG (1,002); Practice bases range from 101 to 118 Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] %Good = %Very good + %Fairly good

Access to GP services

Ease of getting through to GP surgery on the phone: how the CCG’s practices compare Generally, how easy is it to get through to someone at your GP surgery on the phone? CCG Practices National Average Percentage of patients saying it is ‘easy’ to get through to someone on the phone 88% compared to 77% last year Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (849,770); CCG (1,021); Practice bases range from 102 to 122 Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] %Easy = %Very easy + %Fairly easy

Helpfulness of receptionists at GP surgery: how the CCG’s practices compare How helpful do you find the receptionists at your GP surgery? CCG Practices National Average Percentage of patients saying receptionists at the GP surgery are ‘helpful’ 90% compared to 88% last year Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (849,199); CCG (1,021); Practice bases range from 103 to 122 Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] %Helpful = %Very helpful + %Fairly helpful

Making an appointment

Success in getting an appointment: how the CCG’s practices compare The last time you wanted to see or speak to a GP or nurse, were you able to get an appointment to see or speak to someone? CCG Practices National Average Percentage of patients who said they were able to get an appointment last time they tried to see or speak to a GP or nurse 94% compared to 82% last year Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire: National (815,057); CCG (991); Practice bases range from 95 to 120 Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] %Yes = %Yes + %Yes, but I had to call back closer to or on the day

Convenience of appointment: how the CCG’s practices compare How convenient was the appointment you were able to get? CCG Practices National Average Percentage of patients saying their appointment was ‘convenient’ Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those able to get an appointment: National (703,182); CCG (905); Practice bases range from 83 to 112 Base: All those who got an appointment: Practice bases range from [insert smallest Practice base] to [insert largest Practice base] %Convenient = %Very convenient + %Fairly convenient

Overall experience of making an appointment: how the CCG’s practices compare Overall, how would you describe your experience of making an appointment? CCG Practices National Average Percentage of patients saying they had a ‘good’ experience of making an appointment Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] Base: All those completing a questionnaire: National (811,562); CCG (983); Practice bases range from 96 to 117 %Good = %Very good + %Fairly good

Waiting times at the GP surgery

Waiting times at the GP surgery: how the CCG’s practices compare How do you feel about how long you normally have to wait to be seen? CCG Practices National Average Percentage of patients saying they ‘don’t normally have to wait too long’ Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] Base: All those completing a questionnaire: National (815,634); CCG (990); Practice bases range from 97 to 119

Perceptions of care at patients’ last GP appointment

Confidence and trust in the GP: how the CCG’s practices compare Did you have confidence and trust in the GP you saw or spoke to? CCG Practices National Average Percentage of patients saying they have trust and confidence in their GP Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] Base: All those completing a questionnaire: National (821,488); CCG (990); Practice bases range from 95 to 118 %Yes = %Yes, definitely + %Yes, to some extent

Perceptions of care at patients’ last nurse appointment

Confidence and trust in the nurse: how the CCG’s practices compare Did you have confidence and trust in the nurse you saw or spoke to? CCG Practices National Average Percentage of patients saying they have trust and confidence in their nurse Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] Base: All those completing a questionnaire: National (796,042); CCG (964); Practice bases range from 94 to 117 %Yes = %Yes, definitely + % Yes, to some extent

Satisfaction with the practice’s opening hours

Satisfaction with opening hours: how the CCG’s practices compare How satisfied are you with the hours that your GP surgery is open? CCG Practices National Average Percentage of patients saying they are ‘satisfied’ with the hours their GP surgery is open 85% compared to 68% last year Comparisons are indicative only: differences may not be statistically significant, particularly at practice level due to low numbers of responses Base: All those completing a questionnaire : Practice bases range from [insert smallest Practice base] to [insert largest Practice base] Base: All those completing a questionnaire: National (837,583); CCG (1,006); Practice bases range from 99 to 119 %Satisfied = %Very satisfied + %Fairly satisfied

‘A centre of excellence delivering high quality care where patients and staff choose to be’ What next?

‘A centre of excellence delivering high quality care where patients and staff choose to be’ In 2016 we aim to: Obtain a ‘Good’ or higher rating on CQC visit Improve communication by providing information packs available in the waiting room. These will include Family Pack Carers Pack Cancer Pack Young Persons guide New Patient leaflet Car parking leaflet All available in large print Launch our TXT messaging system Waiting room refurbishment at Park Road Improve the Minor Operation and Family planning facilities Develop business case for development on the Old Dean site Recruit GPs Hold Patient event Reform PPG to ensure that the Old Dean population have a patient group that identifies needs bespoke to the population