1. Practice Survey Findings 2012- 13 Lodge Surgery, Normandy Road, St Albans, Hertfordshire AL3 5NP Highfield Surgery, 1 Jacob Court, 61 Russet Drive, St Albans, Hertfordshire AL4 0AY Tel: 01727 853107 Fax: 01727 862657 www.lodgesurgery.co.uk

2. 2 Objectives of the Presentation To update about Patient Reference Group (PRG) status. To share the 2 nd Practice Survey process and findings. To share the comments/suggestions from patients. To share the Action Plan 2012-13 Progress. To share the Action Plan 2013-14

3. Update on Patient Reference Group (PRG)

4. 4 Patient Reference Group (PRG)  As at 31 January 2013, we have 34 patients as our Patient Reference Group (PRG) members.  Last year, as at 16 January 2012, we had 26 patients as our PRG members

5. 5 Patient Reference Group (PRG) Profile Sex distribution

6. 6 Patient Reference Group (PRG) Age group

7. 7 Patient Reference Group (PRG) Ethnic Background

8. 8 How often PRG members came to the Practice?

9. 9 Priority areas identified by Patient Reference Group (PRG)

10. 10 Practice Survey 2012-13 The Process

11. 11 Practice Survey 2012-13 The Process  An action plan was developed in order to conduct the 2 nd Practice Survey 2012-13.  A patient survey questionnaire was developed focusing on ‘Clinical care’, which was subsequently shared with the Practice’s Clinical staff and with PRG members.  The survey questionnaire was subsequently revised and finalised.

12. 12 Practice Survey 2012-13 The Process  The survey was conducted by distributing paper copies to patients attending the Practice between 8 -19 October 2012.  In total of 500 paper copy questionnaires were distributed (350 copies at Lodge and 150 copies at Highfield surgery).  In total 412 patients responded.  The data was analysed during February 2013.

13. 13 Practice Survey Findings

14. 14 Demography: Respondents Sex Distribution

15. 15 Demography: Respondents Age distribution

16. Demography: Respondents Ethnicity

17. 17 Respondents as Carers

18. 18 Respondents with chronic illness/disability

19. 19 How did you book today’s appointment?

20. 20 How easy did you find it to get through to the Practice by using the phone?

21. 21 How far in advance did you book this appointment ?

22. 22 Did you receive a text message to remind you about today’s appointment?

23. 23 Number of respondents seen by different doctors and others between 8th-19th Oct 2012

24. 24 How long did you wait to see the doctor today?

25. 25 How many times did you see this doctor before?

26. 26 Please give us your feedback about your consultation today How was your doctor at :Very good GoodNeither good nor poor PoorVery Poor Does not apply Speaking clearly (pronouncing words clearly, not mumbling, speaking loudly enough for you to hear) 328534012 Making you feel at ease? (being friendly, warm, approachable) 323577111 Giving you enough time to explain things in your own words? 3106510020 Listening to you by focussing full attention on you and showing interest in what you were saying regarding your symptoms? 317588024 Examining you sensitively by protecting your modesty and privacy, explaining what was going to happen? 2356061179 Explaining tests and treatments to you in a way you could understand? 2746690135 Involving you in decisions about your care and treatment? 2616390145 Explaining about what would happen next i.e., whether you needed further appointments, tests, treatment? 2835991230

27. 27 Please give us your feedback about your consultation today

28. 28 Based on the overall consultation, please rate the doctor’s communication skills

29. 29 Do you have confidence in the doctor you saw?

30. 30 Would you recommend this practice to others?

31. 31 Comments and Suggestions from Patients

32. 32 Comments From Patients The Practice  I have been a user of Lodge surgery for about 32 years and have always been satisfied for both my family and myself with the excellent, professional, medical staff here and over the last few years, Highfield as well. It is an excellent GP practice!  The phone lines are much better now and it is easier to get through.  The whole building feels a lot more welcoming and fresh due to refurbishment!  My family joined your surgery at HF as it is local to us. However, we hardly ever get appointments there and must travel to the Lodge. Today it took over 25 min by car.  We hope that the garden/outside flower beds will be maintained. It used to be very pretty but is looking a bit scruffy!

33. 33 Comments From Patients Reception  Reception staff are very good, always tries to listen.  Excellent receptionist!  The staff members are always nice and cheerful and helpful too.  I have been coming to the Lodge for a long time now and the receptionists are very welcoming and friendly.  I find it very difficult to make appointments as receptionists ask lot of questions of which some I would not like to discuss with others than the Dr.

34. 34 Comments From Patients Doctors/Nurses  Dr x is a lovely warm friendly doctor who explained everything very clearly and calmly.  Dr x is a lovely doctor and is very welcoming and listens-rather than rushing through the appointment.  Nurse x, I have been seen today has been very helpful as I had some concerns over the whooping cough. She took a lot of time to look in to it for me and telephoned me with information and to re-book.  Dr x has a very informative yet approachable manner.  I have some resentment about other doctors who do not have communication and empathy skills.  Your trainee doctors are not always well informed.

35. 35 Comments From Patients Waiting Time  The waiting time of 45 min was unacceptable, realise that emergencies can occur but that did not happen today?  An appointment system should run more to the allotted time for both the GP and the patient.  A 30 min wait for a self employed is frustrating- always likely to be happening- the challenge of managing 10 min appointment!  Long waiting time to see a specific doctor.  Waiting time too long. Appointment time too short!  It would be helpful to receive an accurate waiting time on the screen or know where on the list you are.  A rather long wait for a 2 minutes flu jab!

36. 36 Comments From Patients Continuity of Care  It can be difficult to see the same doctor twice. Often get told to ring on the day but then with on day/emergency appointments no choice of who you see. All doctors are good so quality of care is consistent but you can end up explaining the problem repeatedly.  Some consistency with doctors would be nice. I seem to see a different one each time, there is no continuity or relationship.  I prefer to see the same doctor if possible as it saves time explaining.  Unless you need an emergency appointment you could wait weeks before seeing a specific doctor. It also seems to be lot of locum doctors here. It would be good if you had a regular doctor.

37. 37 Suggestions from patients Appointments  Make online appointment booking easier to do. I have tried and never get to the second page.  More on the day appointments for children.  It would be good to be able to book appointments further ahead.  It would be nice to be told when checking in if the Dr is running late.  Have more late night and Saturday slots.

38. 38 Suggestions From Patients Waiting Room  Returning the toys to the waiting area would make the wait to see the doctor more bearable when waiting with small children.  A small bookshelf as with a selection of children’s books in the waiting room would be nice.  A blood pressure monitoring machine in the waiting room.  More reading material, less SAGA mags!!

39. 39 Suggestions from patients Other Issues  Repeat prescription service online.  Telephone call back system needs to be set with nurses as well (like doctors).  Have a board in the reception area with the GPs and the nurses, receptionists’ photos with their names attached so patients can see who they are speaking with.  Take blood samples on site.  The front automatic door to have opening times displayed for patients.

40. Action Plan 2012-2013 Progress

41. 41 Action Plan 2012-2013 Progress ActionTime scaleProgress Publish Patient Survey Report on Practice Website.By March 2012Completed Share the Patient Survey report with PRG members.By March 2012ditto Share the Patient Survey findings with all staff members.By April 2012ditto Revise practice website information.By Dec 2012Revised Updated information through plasma screen in the waiting room.dittoUpdated Revise practice leaflet.ditto Introduce name badges.dittoCompleted Agree practice protocol for call handling.By March 2013ditto Appoint additional doctors.ditto Investigate possibilities regarding phlebotomy services.dittoThis issue will be reviewed by Herts Valleys Clinical Commissioning Group Refresher training for reception team.By Dec 2012Completed Improve waiting room environment.dittoRefurbishment completed

42. Action Plan 2013-14

43. 43 Action Plan 2013-2014 ActionTime scale Share the Practice survey report with PRG members for feedbackBy March2013 Share the survey report with GP partnersBy March 2013 Publish Patient Survey Report on Practice WebsiteBy March 2013 Share a PowerPoint presentation on the survey findings through TV screen at the waiting room By April 2013 Utilise the survey findings for GP appraisalsBy December 2013 Share the survey findings with staff membersBy April 2013 Complete installation of new clinical computer systemBy June 2013 Develop and improve clinical computer system for efficiency and better accessBy March 2014 Training of staff on new clinical computer systemBy June 2013 Monitor impact of the new clinical computer system based on feedback from staff members By March 2014 Encourage patients to book appointments online e.g., issuing a password to new patients and ensure help to patients facing problems ditto Explore and identify best possible ways to inform patients seated in waiting room in case of any delays to appointment times By December 2013 Explore and implement ways to effectively manage waiting timesBy December 2013 Refresher training for reception team.By December 2013

44. 44 Action Plan 2013-2014 ActionTime scale Implement online repeat prescription requestingBy March 2014 Improve appointment system by revising and exploring Booking appointments under the new computer system. Availability of appointments by considering the needs of the carers. Ways to improve continuity of care. Possibilities for patients to book appointments for follow up/chronic cases with the same doctor. By March 2014 Continue to Improve communication with patients by revising and updating Practice website information Practice leaflet Information through plasma screen in the waiting room Continuing Continue to encourage patients to join the PRGditto Continue to encourage 17-24 and over 85 years to join the PRGditto Investigate possibilities regarding the process of electronic prescriptions with local pharmacies. By March 2014

45. 45 Thank you !