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Practice Survey Reporting

Devon, Cornwall and Isles of Scilly Area Team

2014/15 Patient Participation Enhanced Service

This report is seen by NHS England

 

Practice Name: Modbury Health Centre

 

Practice Code: L83086

 

Signed on behalf of practice:   Louise Killick            Date: 25th March 2015

 

Signed on behalf of PPG:    VPG                                                                                       

 

Modbury Health Centre has a Virtual Participation Group of 50 members. Our method of engagement with PPG as our group is virtual is by Email , some face to face contacts and website feedback.

 

We are a small rural practice situated in the middle of our community and take pride in the fact that we know our patients as individuals and play a significant part in community life, through our associated charity Modbury Caring and our position in the town

 

This report is available on our website

 

 

 

Detail the gender mix of practice population and PPG:

%

Male

Female

Practice

48

52

PRG

42

58

 

 

Detail of age mix of practice population and PPG:

%

<16

17-24

25-34

35-44

45-54

55-64

65-74

> 75

Practice

14

1

7

8

15

29

14

12

PRG

3

7

7

5

15

1

43

8

 

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

NA

NA

NA

NA

NA

NA

NA

NA

 

PRG

98%

0

0

0

0

0

0

2%

 

 

Asian/Asian British

Black/African/Caribbean/Black British

Other

 

Indian

Pakistani

Bangladeshi

Chinese

Other

Asian

African

Caribbean

Other Black

Arab

Any other

Practice

NA

NA

NA

NA

NA

NA

NA

NA

NA

NA

PRG

0

0

0

0

0

0

0

0

0

0

 

  • We have a well balanced mix of frequent attendees and occasional/rare users
  • The views of the elderly and housebound are represented by members of the VPG
  • The practice has very few ethnic minority patients and low social deprivation and a very low number of patients with learning difficulties
  • We are aware that whilst deprivation is low that we have a number for younger patients with families living in an area with difficult public transport- I bus a week. They are represented on the VPG

However we are aware that some patients do not want to sign up to the VPG but are happy to have their views sought on an ad hoc basis. This is demonstrated by looking at the number of patients who completed a survey which was available in the surgery/on line.

We are also very lucky that we have Modbury Caring and the new Befriending Service and that the committee (until recently chaired by one of our GP Partners) and one of our Practice Nurses was until recently involved in the fund raising. Patients’ views and representations regarding the health centre are able to be fed back via these conduits. We did ask Modbury Caring if they would like to be involved in the CPG and try and make it a non-virtual group however with their current workload the committee thought it was not feasible

 

 

We do not have any specific characteristics of our practice population which means that other groups need to be included in the PPG? e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?

 

Review of patient feedback

 

 

The results of the survey have been published on our website for patients to respond to if they wish. The results have been discussed at Partners Meetings and Staff Meetings. We are currently planning our next survey in line with the results and action plan of the previous survey however we have found we receive a higher volume of responses through family and friends survey and these are reported on monthly. We wish to recruit more patients to our VPG and would not wish to exclude the people who are not part of the group in influencing the content of this. We have published our results and action plan on the website and in the surgery. We have attached the results and action plan to a feedback/suggestion form on the notice board in reception to capture the view of any patient who may wish to contribute but not join the group and for them to contribute to the next survey format and question.

 

Our Receptionists actively encourage views from patients and endeavour to get them to join up to the VPG and this has clearly worked as evidenced by our increasing membership.

The survey results and action plan are displayed throughout the year on our website/in the waiting room via posters and leaflets and via direct contact with patients.

 

Priority area 1

Description of priority area:

The work of the health centre is increasing and with many more demands put on our clinical staff and support staff. We are getting busier and the number of telephone increasing resulting in a longer wait on occasions for patients

What actions were taken to address the priority?

We are recruiting additional staff and deploying more telephone lines. We recruited an additional member of staff, a Medical Secretary in December and we are interviewing for an additional full time Medical Receptionist in April 2015

Result of actions and impact on patients and carers (including how publicised):

Actions published on our website and in the health centre. Too early to report on impact

 

Priority area 2

Description of priority area:

Repeat Prescription Ordering

What actions were taken to address the priority?

We have offered a variety of methods for patients to order their repeat prescriptions including via our website/telephone/fax/email. This has on occasions led to patients not aware what is on repeat and a delay to the prescription being raised. This is because the GP needs to deal with the query of a request for the reissue of an acute medicine. We introduced Systmone on line repeat ordering for patients. As this is linked to the patient record when the patient logs in to their prescription request the medicines available on repeat are clearly marked

 

We are currently auditing the ordering of repeat prescription by telephone as this can sometimes led to a delay; patients are often not aware of the names of their medicines. When a message is left on the answerphone the dispensary staff have difficulty understanding what the patient is requesting

Result of actions and impact on patients and carers (including how publicised):

Actions published on our website and in the health centre and feedback to GPs/Staff


Priority area 3

Description of priority area:

 

Increasing Car Parking for Patients

 

What actions were taken to address the priority?

1)Assessing parking requirements of Modbury Health Centre clinical staff/support staff/visiting health care professionals

 

2)Assessing parking requirements for Modbury Health Centre patients

 

1)   Car parking survey was carried out and the results showed that it would be difficult to give additional car parking to patients from the staff car park as this car is often so full that staff have to double park and block cars in. All staff doing this inform reception and in the event of an emergency visit GP that staff member is quickly contacted to move their car

2)   Car parking survey of the patient car park was carried out and the results showed that on numerous occasions during the day patients were either parking their car when not visiting the health centre or going shopping after they had finished their appointment and not freeing up the space for other patients

 

Result of actions and impact on patients and carers (including how publicised):

We have contacted South Hams District Council Car Park team to request if we are able to have designated car park spaces in the public car park and we are awaiting their response

 

When staffing allows we will be reviewing the cars parked in the patient car park and leaving polite notices on the cars if they are not parking whilst at the health centre. We will publish the results of actions when complete

 

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):

We have had a mainly positive response about triage. Triage has enabled patients to speak to a doctor the same day if they have a medical issue that has to be dealt with today. Not all such patients want or need to see a doctor or nurse face-to- face on each occasion. Some people, such as those who work during the day or have caring responsibilities, may find it easier to get prompt advice over the phone, rather than having to visit the practice in person

 

Even the lowest scores were still very high. Whilst the survey shows we excel in caring for patients we would like to improve these further where it is possible. A number of comments patients have written have been listed.

We did take the opportunity to promote Modbury Caring and Carers Support Worker- we are very pleased that we had many responses for volunteers and patients who wanted to know more about the services Modbury Caring offer


 

 

  1. PPG Sign Off

 

 

Report signed off by PPG: NO- it is a virtual group

 

Date of sign off:

 

 

 

How has the practice engaged with the PPG: Modbury Health Centre has a Virtual Participation Group of 50 members. Our method of engagement with PPG as our group is virtual is by Email , some face to face contacts and website feedback

 

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

Our Receptionists actively encourage patients and endeavour to get them to join up to the VPG and this has clearly worked as evidenced by our increasing membership

  • We have a well balanced mix of frequent attendees and occasional/rare users
  • The views of the elderly and housebound are represented by members of the VPG
  • The practice has very few ethnic minority patients and low social deprivation and a very low number of patients with learning difficulties
  • We are aware that whilst deprivation is low that we have a number for younger patients with families living in an area with difficult public transport- I bus a week. They are represented on the VPG

However we are aware that some patients do not want to sign up to the VPG but are happy to have their views sought on an ad hoc basis. This is demonstrated by looking at the number of patients who completed a survey which was available in the surgery/on line.

 

Has the practice received patient and carer feedback from a variety of sources? Yes by face to face contact

Was the PPG involved in the agreement of priority areas and the resulting action plan? The report is displayed in the waiting room and emailed to the VPG requesting feedback and suggestions for priority however feedback is very limited apart from the actual surveys

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

We did take the opportunity to promote Modbury Caring and Carers Support Worker- we are very pleased that we had many responses for volunteers and patients who wanted to know more about the services Modbury Caring offer

We have had a mainly positive response about triage. Triage has enabled patients to speak to a doctor the same day if they have a medical issue that has to be dealt with today. Not all such patients want or need to see a doctor or nurse face-to- face on each occasion. Some people, such as those who work during the day or have caring responsibilities, may find it easier to get prompt advice over the phone, rather than having to visit the practice in person

The work of the health centre is increasing and with many more demands put on our clinical staff and support staff. We are getting busier and the number of telephone increasing resulting in a longer wait on occasions for patients

We are recruiting additional staff and deploying more telephone lines. We recruited an additional member of staff, a Medical Secretary in December and we are interviewing for an additional full time Medical Receptionist in April 2015

 

 

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

We did ask Modbury Caring if they would like to be involved in the CPG and try and make it a non-virtual group however with their current workload the committee thought it was not feasible

 

 

 

 

 

 

 

 

 

 

 

 

 



 
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