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Practice Survey Reporting

 CQC Inspection Report Results (27/10/15 inspected)

Are Services Safe - GOOD

Are Services Effective - GOOD

Are Services Caring - GOOD

Are Services responsive to People's Needs - GOOD

Are Services Well Led - GOOD

Overall - GOOD

For the full report please click below

CQC Inspection Report - GOOD!

2014/15 Patient Participation Enhanced Service REPORT

Practice Name:         Buxton Medical Practice

Practice Code:          C81065

Signed on behalf of practice:           David Doig, Practice manager                                                    Date: 09/02/15

Signed on behalf of PPG:          Jane McGrother, Acting Chair                                                                                    Date: 25 March 15

 

  1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)

 

Does the Practice have a PPG?      YES

 

 

Method of engagement with PPG: Face to face, Email, Other (please specify): Monthly meeting every last Wednesday of the month, email for up to date information, organisation and enquiries

 

 

Number of members of PPG:   9

 

 

 

Detail the gender mix of practice population and PPG:

%

Male

Female

Practice

 

 

PPG

 

 

 

Detail of age mix of practice population and PPG:

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

 

 

 

 

 

 

 

 

PPG

 

 

 

 

 

 

 

 

 

Detail the ethnic background of your practice population and PRG:

%

White

Mixed/ multiple ethnic groups

 

British

Irish

Gypsy or Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed

Practice

 

 

 

 

 

 

 

 

PPG

 

 

 

 

 

 

 

 

 

%

Asian/Asian British

Black/African/Caribbean/Black British

Other

 

Indian

Pakistani

Bangladeshi

Chinese

Other

Asian

African

Caribbean

Other Black

Arab

Any other

Practice

 

 

 

 

 

 

 

 

 

 

PPG

 

 

 

 

 

 

 

 

 

 

 

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

 

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?

NO

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

 

Review of patient feedback

Outline the sources of feedback that were reviewed during the year:

NHS Quarterly survey results

Friends and Family results

Survey about the Practice Reception

 

How frequently were these reviewed with the PRG?

6 Monthly for the NHS survey

On going for Friends and Family

Reception survey once

 

Action plan priority areas and implementation

 

Priority area 1

Description of priority area:

  1. Perception of the patient appointment service

 

What actions were taken to address the priority?

 

Patient education through the PPG newsletter, to advise how best to work with the appointments system.

An emphasis on customer services and finding a solution for the Patient.

Reception Survey undertaken – Results were very positive, and discussed with PPG

Electronic prescribing installed and being used.

TXT messaging system introduced to remind patients of appointments and ease cancellations.

 

Result of actions and impact on patients and carers:

For the first time we rated top 4 in North Derbyshire for over all patient experience in quarter 2 of 2014/15

In most areas we are experiencing an increased survey result and in the other areas it is mainly static.

The number of complaints with regards to administration issues has dropped off dramatically in 2014/15.

Positive patient group feedback

How were these actions publicised?

Survey results are published in the PPG newsletter and on the website.

 

 


Priority area 2

Description of priority area:

Waiting time for appointment

 

What actions were taken to address the priority?

regular appointments waiting chart in the PPG newsletter

A day in the life of the receptionist article

Urgent Assessment appointments

Regular Locum and holiday cover locums.

TXT messaging system to alert patients of appointments and ease cancelling their appointments.

 

Result of actions and impact on patients and carers:

For the first time we rated top 4 in North Derbyshire for over all patient experience in quarter 2 of 2014/15

In most areas we are experiencing an increased survey result and in the other areas it is mainly static.

The number of complaints with regards to administration issues has dropped off dramatically in 2014/15.

Positive patient group feedback

How were these actions publicised?

Survey results are published in the PPG newsletter and on the website.

 

 

Priority area 3

Description of priority area:

Time waiting in reception for an appointment

What actions were taken to address the priority?

Articles and posters on the reasons a GP may be running late, and why it may one day benefit them (fitting everything in 10mins)

Updating the waiting times on the calling in screen.

Result of actions and impact on patients and carers:

For the first time we rated top 4 in North Derbyshire for over all patient experience in quarter 2 of 2014/15

In most areas we are experiencing an increased survey result and in the other areas it is mainly static.

The number of complaints with regards to administration issues has dropped off dramatically in 2014/15.

Positive patient group feedback

How were these actions publicised?

Survey results are published in the PPG newsletter and on the website.

Progress on previous years

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

Practice Communications – by far the biggest help in communications has come through the PPG newsletter printed quarterly. The Website is also updated to give info as necessary. The Practice has also introduced a txt messaging system to improve communications around the services we provide.

Reception Survey completed and discussed with the PPG. ideas implemented.

Dealing with difficult people training completed and other Customer services training updated.

Blue stream academy – training packages now available.

 CQC ready – This is a continuous on going process.

 

  1. PPG Sign Off

 Report signed off by PPG:    YES

Date of sign off: PPG Meeting Wed 25 February 15

 

How has the practice engaged with the PPG:

How has the practice made efforts to engage with seldom heard groups in the practice population?

PPG Newsletter

Web Site

Posters

Leaflets

PPG Attendance at local events

Has the practice received patient and carer feedback from a variety of sources?

The Practice and the PPG have found it difficult to get any effective feedback except through anonymous surveys.

Was the PPG involved in the agreement of priority areas and the resulting action plan?

YES, through discussion at various PPG meetings.

How has the service offered to patients and carers improved as a result of the implementation of the action plan?

YES, we believe it has, and believe this is shown through the Practice Survey results.

Do you have any other comments about the PPG or practice in relation to this area of work?

The PPG is a valued part of the Buxton Medical Team, and we thank them for their commitment and enthusiasm. 

 

 

***********************************************

PATIENT PARTICIPATION REPORT

2013/14

 

C81065

Practice Code:

 

Buxton Medical Practice

Practice Name:

 

 

An introduction to our practice and our Patient Reference Group (PRG)

Buxton Medical Practice is a Practice of 5 GP Partners and at present 18 staff incl. 3 Practice Nurses and a CVD HCA. Attached to the Practice are teams of District Nurses and Health Visitors. We look after the health needs of approx. 7680 patients.

 

Our Patient Participation Group PPG, started in September 2011 and since then has been a valuable asset to helping the Practice achieve more for their patients and to communicate more effectively with the patient population as a whole.

 

If you are interested in joining the group please join us on the last Wednesday of each month at 7.30pm, at the Practice. Tea and coffee are provided (even chocolate biscuits if your lucky!)

 

 

 

Establishing the Patient Representative Group

This shows how the practice has tried to ensure that the PRG is representative of the wider practice population.  Information is provided here on the practice and PRG profile.

 

Practice population profile

PRG profile

Difference

Age

% under 18

 

 

 

% 18 – 34

 

 

 

% 35 – 54

 

 

 

% 55 – 74

 

 

 

% 75 and over

 

 

 

Gender

% Male

 

 

 

% Female

 

 

 

Ethnicity

% White British

 

 

 

% Mixed white/black Caribbean/African/Asian

 

 

 

% Black African/Caribbean

 

 

 

% Asian – Indian/Pakistani/Bangladeshi

 

 

 

% Chinese

 

 

 

% Other

 

 

 

These are the reasons for any differences between the above PRG and Practice profiles:

The group is made up of interested people who have put themselves forward to support the Practice.

 

In addition to the above demographic factors this is how the practice has also taken account of other social factors such as working patterns of patients, levels of unemployment in the area, the number of carers:

The Group was advertised in the Buxton Advertiser.

It is on the Website

There are two group notice boards in the waiting room with invite posters on them

The newsletter asks for new people each edition.

 

This is what we have tried to do to reach groups that are under-represented:

The Group was advertised in the Buxton Advertiser.

It is on the Website

There are two group notice boards in the waiting room with invite posters on them

The newsletter asks for new people each edition.

 

 

 

Setting the priorities for the annual patient survey

This is how the PRG and practice agreed the key priorities for the annual patient survey

 

At a PPG meeting it was agreed that we did not have to reinvent the wheel. There is a quarterly NHS survey which is reported nationally on the NHS website. We decided to use this survey to review as it gives all the main areas of service that we should look at.

 

If there were any areas of particular issues, we would do a smaller targeted survey. We have not felt the need to do this so far.

 

 

 

 

Designing and undertaking the patient survey

This describes how the questions for the patient survey were chosen, how the survey was conducted with our patients and includes a summary of the results of the survey (full results can be viewed as a separate document)

How the practice and the Patient Reference Group worked together to select the survey questions:

 

See answer above

   

How our patient survey was undertaken:

 

Sent out by the NHS to patients selected as having attended the Practice within the previous quarter, so that the survey is informed by actual experience.

 

 

Summary of our patient survey results:

Question

Practice

National

Comment

Convenient opening times?

78%

81%

Open 8am to 6.30pm Mon to Frid.

8am to 11.45am Sat.

How easy to get through on telephone

78%

79%

5% improvement on previous report. 6 queuing lines and changed answering system recently.

How helpful do you find reception

88%

91%

Up 2% on previous report. Customer Services training provided.

Describe experience making appointment. Good

82%

80%

Improving. Introduction of Nurse Practitioner and Urgent Assessment Nurses to help access.

GP of Choice

76%

68%

Wherever possible, we believe in a personal list service.

GP giving you enough time

91%

88%

Can affect waiting to see GP times (see below)

Involving you in decisions about your care

77%

77%

 

How long do you wait to see the GP

Time        4%

<5min     5%

5-15min  49%

>15min   35%

4%

10%

58%

25%

This is a balance between time given to patients  (10 min appts) and waiting times.

Confidence and Trust in your GP - Yes

98%

94%

 

Would you recommend your GP Surgery – Yes

88%

81%

Though we are a good bit higher than average, we would be happy to hear how we could increase these figures further.

 

 

 

 

   

 

 

 

Analysis of the patient survey and discussion of survey results with the PRG

This describe how the patient survey results were analysed and discussed with PRG, how the practice and PRG agreed the improvement areas identified from the patient survey results and how the action plan was developed:

How the practice analysed the patient survey results and how these results were discussed with the PRG:

 

Discussed with the Practice Participation Group, Wed 29 January 2014 (see minutes on web site)

 

The key improvement areas which we agreed with the PRG for inclusion in our action plan were:

 

Communications

Customer Serices

CQC Ready

 

We agreed/disagreed about:

 

We agreed that the a number of the lower scores are due more to perception and communication than necessarily differences with how Practices work nationally. For example opening times – The Practice is open the core hours (8am to 6.30pm) plus Saturday mornings as extra (8am to 11.45pm).

 

There were no areas of disagreement.

 

 

 

 

ACTION PLAN

 

How the practice worked with the PRG to agree the action plan:

 

Discussed with the Practice Participation Group, Wed 29 January 2014 (see minutes on web site)

Also on going discussions with the group through out the year.

 

 

We identified that there were the following contractual considerations to the agreed actions:

 

CQC Inspections are likely

Finances are being further squeezed in 2014/15 with will make it more difficult to finance any major changes.

 

 

Copy of agreed action plan is as follows:

Priority improvement area

Eg: Appointments, car park, waiting room, opening hours

Proposed action

Timescale and responsible person

 

 

 

 

 

 

 

 

Practice Communications

-Make better use of the website for information

 

-Continue with the help of the PPG (Newsletter, word of mouth, meeting, etc.)

- On going

David Doig / PPG

 

 

 

Internal Practice Survey

Make use of the screen to produce more targeted surveys

2014/15

David Doig / PPG

 

Customer Service

Continue to make the ethos person centred.

2014/15

David Doig

 

Be completely CQC ready and therefore patient ready.

On going process of review and improvement

2014/15

David Doig

 

 

 

Review of previous year’s actions and achievement

We have summarised below the actions that were agreed following the patient survey 2012/13 and whether these were successfully completed or are still on-going and (if appropriate) how any have fed into the current year’s survey and action plan:

“You said ………..  We did …………  The outcome was ………”

Problem

Action

Timescale and Responsible person

Outcome

Patients unable to see their own GP within a reasonable time

 

 

 

 

 

Communicate Practice Services better

 

 

 

 

 

 

 

 

 

 

 

 

Customer Services

-           Dr Phillips return to work

 

-           Survey the appointment system demand.

 

-           Make a percentage of appointments book in the week appointments.

 

-           Collect patient emails

 

-           A PPG led Newsletter

 

-           Update the boards in bullet points and have fuller info available

 

-           Use TV / Screen for Powerpoint info.

 

-           Keep using the Website.

 

-           Rename Triage to just ‘chat to the nurse’

 

-           Produce Reception Guidance for dealing with everyday issues in a positive way

 

-           Continuous customer services training for all.

Complete

 

DD May 12

 

 

Practice April 12

 

 

Ongoing

 

April 12 onwards

 

On going

 

 

May 12

 

On going

 

DD complete

 

 

DD complete

 

 

DD QUEST dates

Satisfactory return

 

 

 

 

 

Completed

 

Up to 1300 collected

 

Ongoing every Quarter

 

Can still be improved.

 

Trialed but issues. Survey screen in it’s place. Try again.

On going

 

 

Complete but now ‘ urgent assessment nurse’

Completed

 

 

 

On going

   

Where there were any disagreements between the practice and the PRG on changes implemented or not implemented from last year’s action plan these are detailed below:

 

No

 

 

 

Publication of this report and our opening hours

This is how this report and our practice opening hours have been advertised and circulated:

 

On Patient Participation Group notice boards

 

On Website in PPG area

 

 

 

Opening times

These are the practice’s current opening times  (including details of our extended hours arrangements)

 

 

Monday to Friday: 8.00am to 6.30pm

Saturday                8.00am to 11.45am

 

(Closed for a Wednesday afternoon approximately 6 weekly for QUEST training, as agreed with the ND CCG)

 

 

**************************************************

Practice NHS Survey Report January 2014

Using the report from the NHS Web site Posted end Dec 13.

Comparison with National Figures (Unweighted)

 

Question

Practice

National

Comment

Convenient opening times?

78%

81%

Open 8am to 6.30pm Mon to Frid.

8am to 11.45am Sat.

How easy to get through on telephone

78%

79%

5% improvement on previous report. 6 queuing lines and changed answering system recently.

How helpful do you find reception

88%

91%

Up 2% on previous report. Customer Services training provided.

Describe experience making appointment. Good

82%

80%

Improving. Introduction of Nurse Practitioner and Urgent Assessment Nurses to help access.

GP of Choice

76%

68%

Wherever possible, we believe in a personal list service.

GP giving you enough time

91%

88%

Can affect waiting to see GP times (see below)

Involving you in decisions about your care

77%

77%

 

How long do you wait to see the GP

Time        4%

<5min     5%

5-15min  49%

>15min   35%

4%

10%

58%

25%

This is a balance between time given to patients  (10 min appts) and waiting times.

Confidence and Trust in your GP - Yes

98%

94%

 

Would you recommend your GP Surgery – Yes

88%

81%

Though we are a good bit higher than average, we would be happy to hear how we could increase these figures further.

 

 

 

 

 

Comments from the Practice

Hopefully you can see from the results that we are trying hard to improve in all areas of the Practice.

There are areas that conflict at times such as the time given to patients and the time waiting to see the GP in the Practice. Please bear with us, as each appointment is only 10 minutes long (set by the national contract) and if you have a more complicated issue that takes longer than this then other people will be later in.

The receptionists are always here to do their best for you the patient. However, they are only human as well. They have to work within the guidelines set both locally and nationally and sometimes they will be the ones that say they cannot do something for you. We do aim at all times to offer you an alternative. Please be aware of this, and ask for alternatives if necessary.

We have invested a lot into the telephone system, and generally have 2 receptionists answering the telephone, 3 at busy times. However, there are times that the volume of calls will be more than we can process at a speedy rate. For this I apologise, and we will aim to answer your calls as quickly as possible, whilst continuing to be as accurate as possible with all information given.

Feedback

We always welcome feedback both praise and how we can improve. If you have any ideas for improvements please advise us through the Practice or the suggestion box.

The patients of the Practice also run a Patient Participation Group on the last Wednesday of each month at 7.30pm in the waiting room. You are all most welcome to attend and give feedback on these occasions as well.

Assuring you of our best intentions at all times

David Doig, Practice manager

 

Discussed with PPG on Wed 29 January 2014

NHS Patient Survey Buxton Medical Practice 2012.13 Report

 

The National Patient Survey was published in June 2013.

 

Looking through the Core Question Results in Comparison to the National Average we find the following

 

Core Questions

 

  1. Is your Surgery Currently open at times that are convenient for you?

 

Practice – 79 % Yes           National – 77% Yes

 

  1. How easy is it to get through to someone at your GP surgery on the phone?

 

Practice – 77% Easy          National – 75% Easy

 

  1. How helpful do you find the receptionists at your GP Surgery?

 

Practice – 87% Helpful       National – 88%

 

  1. Overall How would you describe your experience of making an appointment?

 

Practice – 76% Good         National – 76%

 

  1. How often do you see or speak to the GP you prefer?

 

Practice – 71% Always or a lot of the time  National – 63%

 

  1. How good was that GP at giving you enough Time?

 

Practice – 88%       Good   National – 86%

 

  1. How good was the GP at involving you in decisions about your care?

 

Practice – 85% Good         National – 75%

 

  1. How long after your appointment time do you normally wait to be seen?

 

Practice – 56% within 15min.          National – 67%

 

  1. Did you have confidence and trust in the GP you saw?

 

Practice – 95% yes or to some extent         National – 92%

 

10.Would you recommend your GP surgery to someone who has moved into the area

 

Practice – 83% Yes            National – 80%

 

2012/13

 

As can be seen we are around or above the National average for all categories  except the waiting time for consultations. This is an improvement on the previous internal survey that we had run ourselves.

 

We believe some of this excellent improvement is down to the following changes we made through 2012/13.

 

Actions Completed in 2012/13

 

Less use of Locum GPs which meant that patients were more able to see their own GP when necessary.

 

Dr Phillips returned after a prolonged period of illness

 

Dr Haddon gained an extra Practice session when he stopped his GPwSI work.

 

Introduction of a Nurse Practitioner to work with all triaged patients.

 

Careful management of the Practice appointments system to make sure that appointments are available both in advance and through triage on the same day.

 

Building on the Good work of the Patient Participation Group.

 

Patient education of the Practice systems through the Patient Participation Group

 

PPG article ref. why waiting for your appointment.

 

Approx 12% of the Practice list registered for booking appointments and ordering prescriptions on line.

 

Practice Website improvements

 

Customer Services development sessions.

 

Disability Access improved with Automated doors

 

Concerns for 2013/14

 

The waiting times in surgery need to be looked at. There is very much a balance of Time taken in an appointment v’s severity of issue v’s number of issues presenting with. It may be worth while surveying patients perception of this area and what is important to them.

 

83% would recommend us, 3 % higher than average, but if 17 % are unsure or wouldn’t then we need to find out more about why not. There will always be the odd person who does not like what we have told them, but it would be good to understand this better. Not sure how at moment, but any suggestions welcome.

 

Actions for 2013/14.

 

Action

By whom

Completion Date

New Telephone System

DD

August 2013

Further Customer Services training

All staff and GPs

On Going

More use of double appointments to reduce waiting in surgery

Reception, GPs and Patients

On Going

Possibly a small survey of patient perception of waiting on appointment

PPG

Nov 13

Further Patient education

PPG / Practice

On Going

 

 

 

 

 

 



 
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