local patient participation group ‘a centre of excellence delivering high quality care where...

Local Patient Participation Group

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

21st January 2015

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

• Update about the practice

• NHS England survey results

• Plans for the coming year

• Friends and Family Test

Agenda

Practice update: 8-8 workingNew Appointments availabilityEvening Event in St Mary’s Church – DementiaPractice recruitmentMore Medical Student placesMore Research – Gout and CancerIncreased access to Psychological therapiesFalls pathwayICTNew facilities

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

Interesting statisticsIn the last year…

9134 patients seen in 49,549 appointments

142,869 items of medication were prescribed

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

NHS ENGLANDNational Survey Results

191 patients responded to the survey

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

How easy was it to get through on the telephone?

6

Num bers shown as %

25

52

7

12

0

V ery easy

Fairly easy

Not very easy

Not at a ll easy

Haven't tried

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

Helpfulness of Receptionists

7

Num bers shown as %

43

45

5

0

0

V ery helpful

Fairly helpful

Not very helpful

Not at a ll he lpful

D on't know

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

Frequency of being able to see your preferred GP?

8

Num bers shown as %

39

22

30

0

A lways or a lmost a lways

A lo t o f the time

S ome of the time

Never or a lmost never

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

When did you want to see them?

9

Num bers shown as %

17

30

6

7

On the next working day

A few days la ter

A week or more la ter

I d idn't have a specific day inmind

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

Able to get an appointment or to speak to someone

10

Num bers shown as %

75

7

13

Yes

Yes, but I had to ca ll backcloser to or on the day Iwanted

No

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

What type of appointment did you get?

11

Num bers shown as %

74

010

0

23

A ppointment to see a GP atthe surgery

A ppointment to see a nurseat the surgery

A ppointment to speak to aGP on the phone

A ppointment to speak to anurse on the phone

A ppointment for someone tovisit me at my home

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

How satisfied are you with the opening times?

12

Num bers shown as %

36

0

18

0

32

6

V ery satisfied

Fairly satisfied

Neither satisfied nord issatisfied

Fairly d issatisfied

V ery d issatisfied

I'm not sure when my GPsurgery is open

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

Overall experience at the surgery?

13

Num bers shown as %

40

0

9

0

49

V ery good

Fairly good

Neither good nor poor

Fairly poor

V ery poor

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

Would you recommend the surgery to friends or family?

14

Num bers show n as %

48

0

11

5

31

Yes , would de f inite lyrecom m end

Yes, would p robab lyrecom m end

Not sure

No , would p robab ly no trecom m end

No, would de f inite ly no trecom m end

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

Would you recommend the surgery to friends or family?

15

Nu mb e rs sh o w n as %

48

31

115 00

Yes , w ou ld de fin ite lyrecom m end

Yes , w ou ld p robab lyrecom m end

N o t s u re

N o , w ou ld p robab lyno t recom m end

N o , w ou ld de fin ite lyno t recom m end

D on 't know

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

16

Com pla ints receiv ed

18

9

2

4

C linica l

A dmin / Reception

P rocesses

Hospita l care

‘A centre of excellence delivering high quality care where patients and staff

choose to be’

ACTION PLAN

17

•Introduce SMS text messaging service for appointment reminders and data collection

•Advertise and promote opening hours

•Improve on Friends and Family test results

•Plan another patient event

•Become a ‘Dementia Friendly’ organisation