Local Patient Participation Report: 2011 - 2012

Audley has an active patient group (Audley Patient Panel) consisting of 12 patients who are nominated and then invited onto the group. Audley’s population is predominately white British with very little ethnic diversity. The age/sex demographics are outlined in the table below:

Discussions were had with the existing group to determine if they were representative of the practice population. It was felt that the group profile broadly matched those of the practice population with an age range 16-69 and a mix of male/female representatives. There was a slight under-representation of young females. It was agreed that an email group would be developed to actively seek the views of this group.

Areas of priority were agreed with the Patient Panel. The patient group canvassed opinion of patients in the waiting room and pharmacy. The practice canvassed opinion from the extended team (MDT) and considered themes from complaints and GP national survey results. This work was carried out in April- May 2011 and areas of priority were discussed at a meeting 18/5/11. From this a list of priorities was developed.

The patient survey was developed, using these priorities, in June 2011 and discussed and agreed at a Audley Patient Panel meeting on 8/6/11. This survey was carried out in July 2011, surveying 50 patients per GP. The patients surveyed were attending the surgery for a GP appointment within the survey time period.

Survey results were analysed and distributed to the practice and the patient panel. The results were discussed at practice and patient panel level and then jointly at the patient panel meeting of 21/9/11. At this meeting an action plan was developed. This was developed in the format ‘you said....we will’ reflecting the format used by the PCT.

The practice opening times are Monday to Friday 8.00am- 6.30pm with extended hours on Tuesday and Thursday evenings (6.30pm-8.00pm). Practice services can be accessed in person or via 01782 276999. Appointments will also be available to book on-line via the practice website from spring 2012.

You said... We will...

• That the waiting areas are comfortable and convenient but you would prefer more privacy when talking at reception.
  
  We will publicise the privacy booth better and encourage the receptionists to actively offer this.
  
  This action was implemented during autumn 2011 with improved signage and reception training.

• That the opening hours of the health centre are good, including the extended hours on two evenings. The majority of people surveyed did not want any change to the hours currently offered and this reflects our experience of offering extended hours for the last 2 and a half years.
  
  We will continue to offer extended hours on two evenings a week and specialised clinics, such as flu clinics, on a Saturday.
  
  This action was implemented during the flu vaccination season with Saturday clinics. The practice continues to deliver an extended hours service on Tuesday 6.30pm- 8.00pm and Thursday 6.30pm- 8.00pm.

• That making appointments on the same day, especially for an urgent matter, is good but it is more difficult to make an appointment in advance.
  
  We will increase the proportion of appointments that can be made in advance from October 2011.
  
  This action was implemented from October 2011 with an increased proportion of appointments being made available in advance. The practice has also approached our clinical system suppliers with a view to implementing on-line appointment bookings from Spring 2012.

• That the parking at the health centre is not good. We already stagger surgeries to try and offer a range of appointments throughout the day to help the parking and will continue to do this.
  
  We will continue to ask visitors to park across the road to keep parking spaces available for patients. We are working with the Audley patient panel to improve signage to alternative parking spaces and try to improve the car park across the road.
  
  The patient group has corresponded with the local council but to no avail due to lack of available funding. We will continue to ask visitors to use other parking and monitor the car park spaces.

• That the phone access to the surgery is not good and that this is especially the case first thing in the morning.
  
  We will buy extra phone lines and implement a queue system to improve this. It is hoped that increasing the availability of pre-booked appointments will also reduce the phone volume at 8am.
  
  An option appraisal was carried out but it was felt to be prohibitively costly to buy additional lines and still would not overcome the problem. Alternatives are still being pursued.

• That a significant number of people did not know about the additional services that are offered in the health centre.
  
  We will work with the Audley patient panel to improve awareness and advertise these services better.
  
  The additional services were advertised in the practice, on the practice website and in the practice newsletter

• That you would like the opportunity to make appointments and order prescriptions online.
  
  We will explore this with the company who supplies our computer system and keep you updated via our website, on prescriptions, in the surgery and on newsletters.
  
  On-line appointment booking will be available from spring 2012. On-line prescriptions are not available through our clinical system supplier.

• That your overall satisfaction with the range of services, reception staff, doctors and the surgery overall was high.
  
  We appreciate this positive feedback and will aim to maintain the high standards over the coming years.