PPG LES Report March 2014 - mysurgerywebsite.co.uk

Partners: Dr Justin Amery Dr Blythe Wilkinson Dr Melissa Holden Mr Stuart MacFarlane

Salaried Partners: Claire Crook (Practice Manager) Susan McCrae (Nurse Manager)

Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie, Dr Andrew Collins

Dr Maddy Podichetty Dr Ben Mahony Dr Emma McKenzie-Edwards Registrars: Dr Richard Wood Dr Richard Clark

207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651

Fax: 01865 768559 [email protected]

www.buryknowle.org

Bury Knowle Health Centre Patient Participation (Reference) Group Report March 2014

Produced for the Patient Participation

Directed Enhanced Service (DES) 2011/2014

Introduction

This report has been produced for patients along guidelines required by the

Department of Health Directed Enhanced Service and requested by Oxfordshire

PCT/CCG. This report contains the progress that we have made against our Bury Knowle

2011-14 action plans (Appendix I), useful Practice information (Appendix II & III) and

summarises the results of our 2014 patient survey (Appendix IV).

Bury Knowle has an established Patient Participation Group (PPG). The group feeds

back to the Practice areas for improvement from which priorities are established. The

PPG contains members from both Bury Knowle Health Centre and our branch surgery in

Barton and we meet on a quarterly basis. The minutes of which are published on our

website.

We also have a virtual PPG who we continue to email and who participate in the

annual patient survey. At present, there are 205 members who are happy to be

contacted via email and who are invited to participate in our annual patient survey. In

addition, all of our patients are welcome to give suggestions/feedback about the

surgery at any time. This can be done via our website, email or via out suggestions box,

located in the waiting room.

The focus of the PPG this year has been to take forward the practice plan, which

included the priorities identified by the PPG last year. However, at each meeting,

patients are asked to raise any issues they have or wish to be discussed and these are

prioritised and discussed before any agenda items. This focus has proved beneficial, as

it ensures patients find the meetings beneficial and that they continue to attend. On

average, we have between 12-17 attendees at each meeting. As well as patients,

raising issues associated with the practice, at each PPG meeting this year, patients have

wanted to discuss the Oxfordshire Clinical Commissioning Group (OCCG) and local

services, which has led to some interesting discussions. As a result, we have encouraged

patients to attend the local City Patient Forum run by OCCG, which they have. Nigel

Carter (NC), Community Develop Worker for Oxford City and North East locality

attended one of our meetings, which proved beneficial.

The design of our 2014 Patient Survey was discussed in our January PPG meeting. All

patients were asked to make suggestions as to what questions should be included.

Suggestions made by the Practice included gaining feedback on the appointment





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

system as well as items that had previously been raised at the PPG meetings, such as

the telephone system. No other question suggestions were put forward by patients. The

survey was devised in February and administered in March 2014. The survey was

emailed to both the Virtual PPG (205 patients in total) and patients for whom we have

an email, and who have seen a Doctor within the preceding 3 months (683 patients).

The outcomes of the survey will be disused with the PPG at its next meeting in April and

an Action Plan confirmed. We received 27 responses from our virtual PPG group (13%)

and 156 responses from patients seen in the last 3 months (23%). The proposed Action

Plan for 2014 is as follows:-

Action Plan 2014

As a result of the individual patient priorities raised at the face to face PPG meetings

and our survey results, the following action plan has been devised for 2014:

1. Continue to keep patients updated on changes/general feedback relating to

the Oxford Clinical Commissioning Group and local services.

2. Review our existing telephone system and propose changes to improve patient

access. This should include call recording.

3. Continue to focus on marketing our appointment system to ensure patients are

aware of how best to access our services and the appointments available to

them (Telephone, face-to-face, nurse minor illness, and extended hours).

Continue to:-

a. Promote our online appointment booking service – for both extended hour

and telephone appointments

b. Promote our repeat prescription online service

c. Promote nurse minor illness appointments – available each day in both the

morning and afternoon.

d. Ensure patients are aware of our face-to-face extended hour

appointments.

e. Have a consistent message from reception re: services available.

4. Patient Information

a. Have a PPG noticeboard which contains the following information:-

i. A folder containing the minutes of all of the PPG meetings

ii. A folder containing the quarterly patients newsletters

iii. Advert re: date of next meeting

iv. Topics chosen by the PPG to inform patients off e.g. patient.care

data.

v. Frequently asked questions

vi. All of the above should also be made available on our website

b. Review & update practice website contents





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Bury Knowle Health Centre/Barton Surgery PPG Members

The patient groups comprises of 205 members

• Bury Knowle/Barton PPG – 32 members have signed up (15 attended the

meeting in January 2014).

• Virtual PPG – 205 members (This group includes those who attend the Barton & BK

PPG meetings). The majority of this group are happy to receive emails and

participate in the annual survey but do not want to be more actively involved.

The profile of the PPG members, detailed below, shows that we continue to have a

reasonable gender mix, although it remains skewed towards females. However, we

continue to have a representative within each of the age bands, which is really

encouraging. It also shows that we have a good spread with regards to the frequency

with which the patients access the surgery. The majority of the patients are white British,

so we will continue to promote and encourage more patients from different ethnic

groups to attend.

PPG Members Profile

Attendance Gender

Often 71 35% Male 76 37%

Occasionally 111 54% Female 129 63%

Very Rare 23 11% Total 205

Total 205

Ethnicity Age

Under 16 2 1%

17-24 6 3%

25-34 35 17%

35-44 33 16%

45-54 43 21%

55-64 31 15%

65-74 35 17%

75-84 16 8%

Over 84 4 2%

Total 205

White British 166 81%

White Irish 4 2%

Indian 2 1%

Black Caribbean 2 1%

Black African 2 1%

Chinese 2 1%

Other 27 13%

Total 205





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Group meetings

The quarterly PPG meetings are publicised within both surgery waiting rooms, via our

staff, on the practice website (www.buryknowle.org), in the quarterly patient newsletter

and via email to all of its members. Any patient is welcome to therefore join the group

at any time. Our Practice website has five pages dedicated to the PPG, which includes

patient information/leaflet, PPG meetings, survey results, this report and a ‘Contact us’

section - in case patients have any queries that they’d like to raise.

The timings of the meetings have been altered throughout the year, to ensure all

patients’ availability/commitments are accommodated. The meetings are structured so

that any suggestion or actions agreed at a meeting are reported on at the start of the

next meeting. This ensures that patients are able to track progress on a quarterly basis.

At every meeting, each patient is encouraged to state their reason for attending and

any items that they want addressed or to be raised. All of the meeting minutes can be

found on the Practice website http://www.buryknowle.org/ppg.aspx/. All of the 2011-14

Action Plan priorities have been discussed at the PPG meetings. Please see the table in

Appendix I for progress to date.

The last meeting was held on 22nd January 2014 at 5.30pm at Bury Knowle and the

majority of the meeting focused on OCCG and local services, as our PPG have taken a

keen interest in local services. 15 PPG members attended with several others sending

apologies.

Conclusion

We are proud of the service that we provide at both Bury Knowle Health Centre and

Barton Surgery. However, we are not complacent and will continue to seek to find ways

in which we can improve the experience of our patients.

This report will be made available to the CCG, all PPG members and a copy will be

available on our website for all patients to access. The patient survey results are also

available on our website.

In compiling and publishing this report with its associated evidence, we believe that we

have fully met the requirements of the DES.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Appendix I – Action Plans over the past 3 years and progress to date

In 2011/12 the PPG priority areas agreed & progress to date:-

Priority Progress/Action still required

Telephone Access We have recently increased telephony

hours within reception to ensure more

resources are available on a Monday

Morning and Friday morning.

A new telephone system was installed in

February 2011 and this will continue to be

reviewed and monitored and

improvements made where possible. We

are also investigating VOIP as a solution to

improve our system going forward.

Named Doctor System & Access (face to

face & telephone)

Please see the update in the main body of

this report.

DNA’s (Did not attends) have also

dramatically reduced since the

implementation of the new appointment

system

Appointment waiting times Please see the update in the main body of

this report. Access has dramatically

improved since the new appointment

system has been implemented. Patients

can access their named doctor within 2

working days unless on leave.

Practice opening hours Extended hours will be reviewed as part of

our 2013/14 action plan.

Premises - Waiting area Our waiting room chairs are now cleaned

on an annual basis.

Staff – Reception Service As per above we have recently invested in

more reception staff.

Car Parking facilities This will be reviewed as part of our 2013/14

action plan.

Patient Education - patient awareness re:

website & usage

Our practice website is regularly updated

and includes a wealth of information.

Patient education will continue to be a

focus in 2013/14

Clinical service satisfaction This was reviewed in our recent patient

survey.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Action Plans 2011-13 & Progress to date

Barton Surgery Priorities

Item/Task Progress/Action still required

1.Improve Access & continuity at Barton Surgery

a. Increase the number of Doctor

sessions provided per week

Actioned - The surgery now provides 5 Dr

sessions/week instead of 4

b. Increase the number of nurse sessions

provided per week

The surgery provides 2 nursing sessions & 1

phlebotomy session per week. We have

yet to increase sessions as access to

appointments is good. Provision will be

reviewed again as and when access

becomes an issue.

c. Increase the opening hours of the

Surgery

Actioned - The surgery is now open 5

days/week.

d. Increase continuity – establish a Barton

Doctors team, individual Doctor business

cards which detail the Doctors clinics,

special interests

Actioned – there is a dedicated Barton Dr

team, which consists of Dr Holden, Dr

Collins & Dr Al-Dabagh. Business cards are

available in the waiting room and at

reception.

e. Improve patient education regarding the Surgery & improve community awareness

of the surgery

Articles in the patient newsletter, local

Parish Council newsletter, and the Barton

‘hands on’ community newsletter

Actioned – articles were placed in all of

these publications.

Ask the council/housing association to

give out a Barton leaflet/business card to

all new tenants.

Actioned – OCHA give all tenants the

Barton leaflet.

Generic Barton business cards

Actioned - Business cards are available in

the waiting room and at reception.

Improve information available on the

Bury Knowle website

Actioned – the website is reviewed and

updated on a regular basis.

Erect appropriate signage outside and

inside the surgery

Actioned – a sign was placed on the

external wall.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Install a patient education TV screen in

the waiting room

Actioned – a new patient education TV

screen is located in the waiting room. This is

updated on a regular basis.

Increase usage of SMS reminder service All patients with mobiles are offered the

opportunity to sign up to our SMS text

reminder service.

2.Expand the services provided at Barton Surgery by implementing the following:

a. SMART clinic Actioned – this service was implemented

but due to funding has now stopped. We

hope to re-visit this soon.

b. Teenage health drop in clinic Actioned – this service was piloted on 2

occasions but due to poor uptake the

service has now stopped.

c. Carers clinic Actioned – a carers worker holds a

monthly clinic at Barton. This service has

proved successful and is well utilised.

d. Podiatry/Foot service Clinic Actioned – unfortunately we have been

unable to implement this new service due

to the proposed service provider being

unable to recruit and train staff.

e. Counselling service – The Listening

Centre

Actioned – this service was implemented

(one session per week) and we will shortly

be increasing the number of sessions

provided to 2 per week due to the high

uptake.

f. Diabetes Clinic Still to do

3.Improve the screening uptake at Barton Surgery

a. Breast screening Actioned – Letters were sent to

approximately 30-40 Barton patients who

did not respond to a letter inviting them to

attend a Breast Screening appointment.

The letter invited the patient to come in to

see their named Doctor to discuss their

reasons for not attending their screening

appointment, in the hope that the Doctor

could encourage them to do so. As a

result some patients have since been

screened.

To increase uptake the breast screening





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

clinic are looking into the possibility of

having the breast screening mobile unit in

a more accessible area for Barton

residents.

b. Cytology screening Actioned – letters are sent to all patients

who decline screening in the hope that we

can encourage them to do so. Invite

letters are also sent as a reminder to all

patients that screening is due.

c. Bowel screening Actioned – letters are sent to all patients

who decline screening in the hope that we

can encourage them to do so.

Bury Knowle Health Centre Priorities


1.Premises

a. Patient Toilets

- Refurbish the patient toilets

- Review toilet supplies – toilet rolls, hand

towels

- Erect appropriate signage directing

patients to the 2nd toilet

- Bigger mirror in the waiting room to see

the queues

- Consider putting 2 ‘pull-up’ chairs on

the wall for patients who can’t stand if

there’s a queue

- Review the reception desk height –

disabled access

b. Clean the waiting room chairs &

devise a cleaning routine

c. Turn off the patient check in screen

saver

- Still to be actioned

- Actioned and supplies are checked regularly.

- Actioned – a sign has been erected in the

waiting room

- Actioned

- Reviewed but not possible for Health and

safety reasons. An alternative has been

organised.

- Still to be actioned

- Actioned and forms part of our regular

cleaning routine.

- Actioned

2.Review phlebotomy sickness cover

arrangements

Actioned - An additional phlebotomist has

been recruited,

3.Online Appointment Service

a. Review the medication repeat request

service as currently showing some errors

b. Review Doctor appointment

All of these items were actioned and resolved.

Routine nursing appointments are

unfortunately still unavailable due to





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

availability as currently not showing all

available appointments

c. Remove the nurse appointment option

as not available

d. Review whether nurse appointments

can be made available online,

especially phlebotomy appointments

configuration issues. Phlebotomy appointments

can be booked.

4.Improve patients being notified of clinicians running late

- Via reception

- Via the Touchscreen?

Actioned – reception now inform the waiting

room and patients have noted an

improvement.

5.Services

- Review current physiotherapy

appointment availability

- Purchase a 2nd 24hr BP machine

- Staple the prescriptions together on the

RHS

- Actioned – The PCT commissions the

physiotherapy service provided at BK. If all

appointments are booked we initiate referrals

to Secondary Care (Hospital). To improve

access to

physio appointments we have actively been

trying to reduce the DNA (Did not attend)

rates. We have addressed this issue by

obtaining mobile numbers and sending text

confirmation messages and reminder

messages to patients.

- Actioned second machine was purchased.

- Actioned

6.Patient Communication/campaigns

- Review our 2013 flu campaign and

include telephoning all patients aged

over 70 to invite them to attend a flu

vaccine appointment. This is as well as

sending an SMS text reminder and

instead of sending a letter.

- Automatically sign up new patients

(who give an email address) to receive

the quarterly practice newsletter

- Actioned

- Actioned

Virtual PPG Priorities






207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

1.Improve Access & continuity to a

patients named Doctor

Actioned – please see progress paragraph

below.

2.Review reception opening hours (8am

start)

This was reviewed and although a receptionist

starts at 8am, other duties are required which

means the reception desk can’t be manned.

However someone is always around if required.

Patients who have appts between 8-8.30am

can book in via the Touchscreen.

3.Information of Services - Patient Education

a. Examine alternative means to

communicate up to date surgery

information to infrequent surgery users

(Website, SMS, Emails)

b. Review the language barriers

associated with patient education

- The website is updated on a regular basis to

ensure up to date information is available to

patients. We also circulate any essential

information via email as this reaches over 2,500

patients.

- Google translate is available on our website,

so all of our information can be translated at a

click of a button. We also have access to

language line for individual patients and can

provide leaflets in different languages if

required.

4.Review appointments online

functionality

Actioned – this has been reviewed and

improvements made where possible. If

suggested improvements have not been

possible we’ve passed them to the service

provider/development team for consideration.

5.Improve the car parking facilities at

Bury Knowle Health Centre

This item is being reviewed.

6. Illness prevention - Improve the

screening uptake at Bury Knowle Health

Centre

a. Breast screening

b. Cytology screening

c. Bowel screening

d. Review alternative therapies available

and offered at the surgery

Please see the update section above in the

Barton Surgery Priorities





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Action Plan 2014 & Progress to date


1. Review our extended hour appointment compliment in order

to better accommodate those

patients that work and who wish to

continue to book face to face

routine appointments. Promote this

to our working population.

Additional extended hour appointments are

now available for patients to use.

Appointments can be booked by contacting

reception or via appointments online.

1. Devise a marketing plan to raise patient awareness and promote

the new appointment system

and how best to access our

services.

a. Promote our online appointment booking

service – for both extended

hour and telephone

appointments

b. Promote nurse minor illness appointments – available

each day AM & PM.

c. Devise a new patient registration pack

d. Email all patients for whom we have an email address

– useful patient information

All patients are given information when they

register regarding our online facilities and how

they can register, our appointment system and

our minor illness clinics.

This information is also available in our waiting

room, appeared as an article in our newsletter

and is available on our practice website. It was

also emailed to all patients for whom we have

an email address, which is approx. 3,000

patients.

2. Continue to focus on improving our screening uptake and

encouraging patients to attend

screening invites – breast

screening, bowel cancer

screening & cervical screening.

DNA (Did not attend) letters are sent to

patients who do not take up various screening

initiatives. The letter invites the patient to

discuss the screening options with their named

doctor, so that they can answer any concerns

that they have.

3. Review our car parking The PPG agreed to remove this from our action

plan in one of our meetings.

4. Investigate VOIP as a solution to improve our current telephone

system.

This has been and is still being investigated. It

will form part of our Action Plan for 2014.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Appendix II- Opening Hours

Burk Knowle Surgery Opening Hours

Monday 8.30am - 6.00pm

Tuesday 7.30am - 6.00pm

Wednesday 8.30am - 12.30pm

1.30pm - 7.00pm

Thursday 8.30am - 6.00pm

Friday 7.30am - 6.00pm

Saturday 8.15am - 11.15am

The practice is closed between 12.30 and 1.30pm for training every Wednesday.

Extended Hours

We offer nurse appointments from 7.30am on a Tuesday morning and from 8.00am on a

Monday, Wednesday, Thursday & Friday. We also offer early morning routine Doctor

appointments on a Tuesday and Friday (7.30-8.00am) and late evening routine

appointments on a Wednesday (6.30-7.00pm) and on Saturday mornings (8.15am –

11.15am). These appointments are primarily designed for those patients who work full

time.

Barton Surgery Opening Hours

Monday 8.30am - 1.00pm 2.00pm – 6.00pm

Tuesday 8.30am - 1.00pm 2.00pm – 6.00pm

Wednesday 8.30am - 12.15pm 2.00pm – 6.00pm

Thursday 8.30am - 1.00pm 2.00pm – 6.00pm

Friday 8.30am - 1.00pm 2.00pm – 5.00pm

Saturday Closed





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Appendix III

Background Information

Practice Profile

Bury Knowle Health Centre is a PMS practice located in an area of Oxford that includes

areas of significant deprivation. As at 25th March 2014 the patient list size was 13,973.

We have a branch surgery in Barton. Barton is located on the north side of the A40 and

is one of the most disadvantaged estates in the City. Government statistics of indices of

deprivation shows Barton/Sandhills Ward to have the second highest level of

deprivation in the whole of Oxfordshire (Barton Residents’ Research Survey Report

November 2009). Areas of high deprivation report high levels of unmet health care

needs, increased mortality rates and an increase in patients with long term conditions.

The Bury Knowle team consists of 9 doctors, 6 nurses and 2 health care assistants. The

clinical team is supported by a management, administration and reception team. We

are accredited as a training practice and have at least one GP registrar training with us

each year.

Appointment Access

A doctor or nurse is available during our opening times (Monday – Friday 8.30am – 6pm,

a doctor is available on Tuesday & Friday from 7.30am, to 7pm on Wednesday and

Saturdays 8.15am – 11.15am. Nurses are available from 7.30am on a Tuesday and from

8.00am on a Monday, Wednesday, Thursday & Friday). Our late evening and Saturday

morning times may be particularly suitable for those who work or who have other

commitments.

Our Doctors’ page on our website details more information regarding which days of the

week each doctor is on duty at the surgery.

Patients can register for SMS text reminders and our online appointments service –

patients can book appointments 24/7 and can use the text box to give their named

doctor information regarding what they want to discuss.

Same Day Appointments/Telephone Advice

In order to make it easier for patients to see and speak to their named doctor quickly

when they are ill, we operate a telephone access system which doesn’t require

advance booking. Patients can simply telephone the surgery on the day that they wish

to speak to or see their named doctor and their doctor will call them back as soon as

they can, or at a time which is convenient to them.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

The patients named doctor will discuss the patient’s illness and agree with them the best

course of action, which could be:

• if they need to be seen the patient will get an appointment with their doctor on

the same day, or at a time very shortly thereafter that is convenient to them

• their issue may be dealt with over the telephone without them needing to come

in, or

• they may suggest the patient needs tests or a referral to another healthcare

professional before seeing them.

Wherever possible we will try to ensure that the patients named doctor deals with these

urgent issues - naturally if they are not on duty on the day, or are very busy, then

another doctor is available.

Minor Illness / Telephone Advice

One of our specially trained minor illness nurses is available each morning and afternoon

to give telephone advice and deal face to face with minor illness concerns.

Making Appointments

Appointments can be made by telephoning the practice, calling in to the practice or

online. We have no restrictions on booking ahead to see your preferred Doctor or any

other clinician.

All of our Doctors on duty are able to deal with medically urgent same day requests,

either face to face or by telephone. In addition, one Doctor by rotation has most of

their morning and afternoon set aside for urgent same day requests – we aim to ensure

that all such requests are dealt with within a few hours of the request being made.

When We Are Closed

From April 2013, the Local Area Team of the National Commissioning Board will take

over responsibility from the Primary Care Trust to provide out of hours GP services to all

patients of City practices. If patients need to see a doctor during the evening (after

6.30pm) or at the weekend, they can simply phone the surgery number 01865 761651

and Oxford Emergency Medical Service (OXEMS) will help them.

Alternatively patients can ring OXEMS directly on 0845 345 8995.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Appendix IV - 2014 Patient Survey

The survey results are published on our Practice Website. Please click on the following

link www.buryknowle.org

PDF versions of the survey results have also been circulated with this report.

PPG LES Report March 2014 - mysurgerywebsite.co.uk

Documents

Transcript of PPG LES Report March 2014 - mysurgerywebsite.co.uk