Local Patient Participation Report - Rowhedge Medical Practice局部患者参与报告rowhedge医疗实践.doc

Rowhedge and University of Essex Medical PracticeLocal Patient Participation ReportDate Published: 1/3/13A description of the profile of the members of the PPG:The Practice has a Patient Participation Group (PPG) comprising 11 members. These members are mainly from the Rowhedge Practice but we do have representation from the University Health Centre. The members range in age from 34 to 79 yearsThe “Virtual Patient Participation Group” comprises 116 members, and these are from both practices and represent ages from 21 to 86 years.A description of what steps the Practice has taken to ensure that the PPG is representative of its registered patients and where a category of patients is not represented then what steps have been taken by the Practice in an attempt to engage with those patients:The practice recruited the PPG members, and asked advice from the group how best to recruit a larger number of patients to the “Virtual PPG” who would be willing to provide feedback to the Practice and take part in on-line surveys.The Practice was trying to recruit members to the virtual group by having notices in the waiting room and a clip board and pen in the waiting room with a small data sheet to complete, inviting the patients to complete their e mail address (and update any changes in their personal contact details) if they wished to become a member of the group. The PPG suggested that as we already have a significant number of patients who have demonstrated their willingness and capability in using I.T by requesting their repeat prescriptions through the facility on the Practice website, then a personal e mail from Dr Wall, inviting them to sign up to the group may help recruitment. This suggestion was carried out with an e mail containing the link to sign up automatically to the group, and this has been a very successful recruitment strategy. This has ensured a wide representation across the practice.The practice continues to recruit members to this group by 3 means: A link on the website inviting patients to sign up Invitation slips given to patients during the flu vaccination campaign The clipboard in the waiting room, containing an invitation to update their details and sign up to the Virtual Patient Participation Group” and also to sign up to the Practice Newsletter.A description to be entered in around how the Practice and the PPG determined and reached an agreement on the issues which had propriety within the Local Practice survey:The lead GP for the PPG made a suggestion of possible survey questions that may provide useful feedback from patients about the facilities and the service that the practice provides. These suggested questions then formed an agenda item at one of the PPG meetings, for the group to then agree, finalise or alter the survey. There were many changes made to eventually reach the final format of the survey. One of the PPG members used to work for a company that undertook surveys so was extremely helpful as an advisor regarding how to get the most information from the survey. Simple suggestions of ensuring when there were several options to rate the facility or service, to make sure there were not an odd numbers of choices as many people who may be indecisive or indifferent would give the middle options, whereas a question containing either 4 or 6 options regarding strongly agree to strongly disagree, then the answer would reflect either side of the middle ground.The survey questions were tested on the PPG to see if they were readily understood by the patient representation and where they were not, the question was altered. The group were also able to make suggestions regarding parts of the service they felt patients may wish to express an opinion on eg the new automated checking in service.A description of how the Practice sought to obtain the views of its registered patientsThe Practice endeavoured to recruit as many patients as possible to become part of the “Virtual Patient Participation Group.” Over time the group size has risen to 116 members. These patients were recruited by word of mouth; a link on the website inviting them to sign up; personal e mail invitations to those who had already used our website for services; information collection and publicity at the flu vaccination campaign and an information sheet in the waiting room inviting patients to join.A description of how the Practice sought to discuss the outcomes of the local survey and the Practices action plan togetherThe results of the survey were discussed at the subsequent PPG meeting. The resulting outcome of action by the Practice was discussed at this meeting, and the minutes of the discussion were posted on the website.The Virtual group all received a personal e mail informing them that the survey results were published on the Practice website.The final survey results were published on the website both in numerical form and also as pie charts demonstrating the breakdown of the results for each question.The results of the survey also featured as an article in the Winter edition of the Practice Newsletter, which many patients subscribe to and receive an e mail version, but it is also displayed on the noticeboard in the waiting room at the Rowhedge surgery, and there are copies available for reading in the waiting room at both surgeries.A description of the findings or proposals that arose from the local Practice survey and what can be implemented and if appropriate reasons why any such findings or proposals should not be implementedThere was an excellent response rate of 83/116 patients responding to the on-line survey. The results were encouraging that most patients liked the booking in screen, liked being reminded of their appointments, and would cancel an appointment they could not keep. This information is encouraging and therefore no changes are necessary by the practice as a result of these findings.There was a surprising amount of interest in the possibility of patients being able book appointments on-line (37% would like this facility), and although this is something that is not currently offered, the Practice will look into this. If there is a workable facility that can be utilised to work with the current Practice computer system then this may initially be trialled for one clinic initially eg for the Health Care Assistant. The Practice would ensure that only a limited number of appointments could be booked in this way so as not to bias against patients who would not have the facility to access these appointments.It was useful to the practice to have feedback regarding how patients had heard of the flu vaccination campaign, with most hearing about it via posters, e mail text message and the surgery message board. It was interesting to know that the preferred mode of choice for these patients in the survey was by e mail. The Practice will continue to develop a patient data base of e mail addresses to better improve this facility.The Practice was delighted to hear that the majority of patients would recommend the surgery to someone who had just moved to the area. The free text comments from patients were very positive regarding how they felt the service was provided.A summary of any evidence including statistical evidence relating to the findings or basis of proposals arising out to the local Practice survey:The majority (89%) of patients find the booking-in screen easy to use, and the comments suggested that there is general approval as it is understood it allows reception staff to do other work.The majority (73%) of patients like to be reminded of their appointments. There was a comment that the practice should not waste valuable time reminding patients of their appointments, however, there is no work involved in this system as it is automated through the appointment system. When an appointment is booked, the clinical IT system will check if there is a mobile telephone registered for that patient and an automated message is sent out 24 hours before the appointment.The majority (81%) of people would cancel an appointment they couldnt keep, by telephoning the surgery. One patient commented that it would be helpful to be able to cancel appointments by text message. Rather disappointingly, 1% stated that they wouldnt bother!There was a greater divide of opinion regarding how patients would like to book their appointments: 57% elected by telephone, but 37% preferred the idea of booking on-line (not currently available). In view of this feedback, the surgery will explore on-line booking to see if this is a viable option. We will keep you informed. The comments regarding booking appointments, informed us about difficulties getting through on the telephone at peak times, but the benefit of speaking to a receptionist to ensure your appointment is booked with the right person. The struggle to get through on the telephone at 8.30am was a common theme and a particular difficulty if the patient wished to see a specific doctor they may have to call back another day.There were several areas on the survey that invited free text comments, and without fail, every comment regarding the service provided was very complimentary, to the extent that one patient stated they had contemplated moving house, but was concerned that they would not find such a good GP surgeryso decided against moving!There was a comment asking why patients who were not entitled to flu vaccinations, could pay to have it given at Asda, and as that was the case then why could they not pay to have it given at the surgery? The answer to that question is that as the flu vaccination is an NHS service, then your GP cannot charge a private fee to our registered NHS patients. The discrepancy is that a patient who is not registered with our Practice could pay a private fee to have it given, and likewise our patients could visit another GP surgery and pay privately to have the flu vaccine. However, as there are often only sufficient flu vaccinations for those patients who have a clinical need, then it would be ethically wrong to allow someone who does not need it on clinical grounds, but would like it “just in case,” to have the vaccine then there would be some patients who need it when the vaccine supply has run out.Another question asked in the survey by a patient in a free text comment, was “Why cant patients pay by credit or debit cards for their prescriptions in the dispensary?” Whilst we as a Practice recognise that this would be beneficial to some patients, it would cost the surgery a fee for every transaction, which does not currently make it financially viable for the surgery to take this on. We have looked at this on several occasions and it is likely something that will be revisited again in the future.A Description of the action which the Practice, the PCT intend to take as a consequence of discussions with the PPG in respect of the results, findings and proposals arising out of the local Practice survey. The Practice will investigate the possibility of a facility to book on-line appointments for patients.The Practice will continue to recruit members to the Virtual PPG.The Practice will continue to build a database of patient contact details, pa