Patient Survey

We are currently wishing to seek you views on the Ventnor Medical Centre. Please spend a few minutes to complete the attached questionnaire and then either return to the surgery of email it back to us.

Ventnor Medical Centre Questionnaire 

 


VENTNOR MEDICAL CENTRE

LOCAL PATIENT PARTICIPATION REPORT

AND

PATIENT SURVEY REPORT

MARCH 2014

Prepared by:

Catherine Wright
November 2013

Approved by:

Patient Representative Group

December 2013

PRACTICE PROFILE

Ventnor Medical Centre is a well established practice its new premises were founded in 1990. It is a semi-rural practice with a list size currently of 5117 patients. There is a higher than average proportion of patients aged 65 and over, which means that there is a high demand for medical services. The Medical Centre is based in an attractive purpose – built property which has been tastefully extended over the years. The Medical Centre is well equipped to deliver a high quality of care.

The surgery is open from 8.00 – 18.30 from Monday to Friday. At all other times the Out of Hours service can be contacted by telephoning 111.
Consultations with Doctors and Nurses are by appointment, which can be made by telephoning 01983 857288 08.30 – 18.30 or at the reception desk 08.30 – 13.00 & 14.00 – 18.00. For clinical advice consultation with Doctors and Nurses can also be done over the telephone after morning surgery, this is arranged by telephoning the surgery before 11.00. Requests for home visits should be made before 11.00 wherever possible. Provision is made to see medically urgent cases on the same day.

Prescriptions can be requested through our web site, the pharmacist, by fax, (01983 857289) in writing or at the reception desk. In line with the DoH Guidance, telephone requests for prescriptions are not taken due to the high risk of errors arising. Urgent requests for prescriptions can be submitted at the reception desk, and will be ready for collection at 17.30 on the same day.

Throughout our core hours, access to services are also provided via a doctor telephone consultation

BACKGROUND

Ventnor Medical Centre is committed to a Patient Representation Group (PRG) for 2011 + 2013.

Our PRG aims for 2013/14 are:

Sustain a PRG comprising of registered patients to include where possible patients from all backgrounds, age, disabilities and needs within the community.

Again this year it was discovered that we were struggling to attract the hard to reach groups and this was highlighted as part of the PRG set up exercise, it was also highlighted that other practices were experiencing similar problems. Partners and the PRG discussed this issue. It was agreed that we would continue to liaise with other established local groups, LINKS and the local authority which have access to these patients’ subgroups, and where possible be available to attend these meetings, in the hope that various local self help groups may be invited to join the patient group.

MILESTONES OF THE PROCESS WERE:

To agree with the PRG which issues are a priority and include these in a local practice survey.

To agree with the PRG which issues are a priority and include these in a local practice survey.

To agree with the PRG how the survey is to be conducted/distributed to other registered patients.

To collate, patient views from the survey and inform the PRG of the findings.

To provide the PRG with the opportunity to comment and discuss the findings from the survey. Agree and change in the provision of services delivered.

To agree with the PRG how to publish the survey along with a newsletter report on the practice website.

To seek PRG agreements to implement any changes where necessary and inform Ship and the CQC if necessary.

Ventnor Medical Centre used the following criteria and steps when considering and setting up the PRG forum.

 

  • Practice letter to patients
  • Advertisement in News letter
  • Word of mouth via registered patients
  • Invitation via reception staff
  • Invitations were sent to registered patients in the following groups, explaining that Ventnor Medical Centre wished to set up a group that was representative of the practice as a whole.
  • Male and Female
  • Under 18
  • Age 19 – 34
  • Age 35 – 49
  • Age 50 – 69
  • Age 70 +
  • Young parents under 20
  • Single parents
  • Patients with long term conditions:
  • Parkinson’s, Crohn’s, Epilepsy, Diabetes, Stroke, Hypertension, MS, respiratory disease, Asthma and CKD.

Twelve patients agreed to participate in the group.

PROFILE OF MEMBERS 2013/14

Practice population profile PRG profile


AGE
% Under 16 15% % Under 16 0
% 17 - 24 8% % 17 - 24 8%
% 25 - 34 9% % 25 - 34 0
% 35 - 44 10% % 35 - 44 0
% 45 - 54 14% % 45 - 54 8%
% 55 - 64 16% % 55 - 64 48%
% 65 - 74 17% % 65 - 74 20%
% 75 - 84 8% % 75 - 85 16%
% Over 85 3% % Over 85 0


ETHNICITY
White   White  
% British Group 89.31% % British Group 100%
% Irish 0.22% % Irish 0%
Mixed   Mixed  
% White & Asian 0% % White & Asian 0%
Asian or Asian British   Asian or Asian British  
% Indian 0.50% % Indian 0%
% Pakistani 0% % Pakistani 0%
Chinese or other Ethnic group   Chinese or other Ethnic Group  
% Chinese 6.07% % Chinese 0%
% Any other 3.9% % Any other 0%


GENDER
% Male 49% % Male 70%
% Female 51% % Female 30%

 

Throughout 2013/14 ongoing advertising and targeting of various groups was maintained, the membership for 2013/14 took on one additional group member.

The PRG reviewed its structure and formation during 2013/14 with the aims of becoming a vertical group. The PRG took the decision to continue as a group with the aims to increase involvement from patients.
WHAT STEPS DID WE TAKE TO REACH AGREEMENT ON ISSUES WHICH HAD PRIORITY AND WERE INCLUDED IN THE LOCAL PRACTICE SURVEY?

The PRG maintained overall responsibility for the creation of the survey to include specific areas, questions and distribution objectives. Previous surveys questions were reviewed to ensure consistency in questioning. These were agreed at the PRG meeting 26th February 2013.

QUESTIONS & FORMAT

The 2012/13 survey was reviewed to ensure consistency in questioning whilst also ensuring the survey was compact enough to ensure maximum response.
All questions collated and approved by the PRG along with the survey format.

THE PRG AGREED THE FOLLOWING

Overall experience
GP Consultations
Nurse Consultations
Access
Patient involvement in consultations
Ordering Medication (new)
Aware of Preventive Clinics held in the surgery (new)

The 2013/14 Patient survey was devised by Ventnor Medical Centre PRG on the 26th February 2013.

How did we seek the views of registered patients?

As agreed by the PRG on 26th February 2013, the survey was circulated as follows:

Direct to patient who attended the seasonal flu clinic (new)

Survey Documents

VMC Questions for autumn survey 2013 -14

DISTRIBUTION & TIME LENGTH

September & October flu clinics, collection period on the day.
A box was made available in reception for patients wishing to return their survey later that week.

RATE OF RETURN

Each patient presented at the flu clinic 250 distributed, 100 were returned.
40% (2011/12 survey returned 210, 2012/13 returned 56)

WHAT STEPS WERE TAKEN FOR THE PRG TO REVIEW THE SURVEY FINDINGS?

Full results were broken down; including any free text comments were circulated to the PRG for review and comment and to produce an action plan. This review took place on 12th November 2013.

SURVEY RESULTS

Result of Patients Survey Autumn 2013

THE RESULTS, FINDINGS & ACTION OF THE SURVEY FOLLOW.

The PRG reviewed the practice survey on 12th November 2013.

The higher response rate of 40% was an improvement, although it was harder to engage the patients during the flu clinic the PRG felt the results were satisfactory and an improvement from previous years.

ACCESS

Excellent results across all access questions, ranging from 96 – 99%

Average overall access questions 98% up from 97.5% in 2012/13 & 96% in 2011/12.

GP APPOINTMENTS

This historic requirement for access to a healthcare professional within 2 working days has not been required for the last 2 years.

The same day & next working day appointments in 2013/14 have increased by 7% compared to 5% in 2012/13.

GP CONSULTATION SATISFACTION

Excellent result across all questions, ranging from 96 – 98% satisfaction up from 98% in 2012/13 & 96% in 2011/12.

NURSE CONSULTATIONS

Excellent results across all questions ranking from 90 – 98% satisfaction up from 98.8%

OVERALL SATISFACTION WITH VENTNOR MEDICAL CENTRE

100% satisfaction in 2013/14.

IMPROVEMENT/LEARNING

The PRG felt that the improvement was due to the successful completion of actions from previous surveys.

  1. Embrace telephone consultations.
  2. Prescription & information area way from the reception desk.
  3. New ways of working regarding next year’s patient survey to increase completed surveys.
  4. Further integration of the web site, and the practice.
  5. Improvement and Update the ground floor patient toilet.

The above actions were implemented during 2012/13.

From 2013/14 survey there were clear indications that patients are unclear as to how to order Medication and what prevention clinics were being offered in the surgery.

Subsequent recommendations and actions were agreed at the meeting held on the 12th November 2013.

Promoting these services via the Town Council web site, Ventnor Business web page, Ventnor blog and advertising in the surgery. – Agreed.

PRG also agreed to fund raise for a piece of equipment which may improve services within the practice – to be discussed with Partners.

Action Plan Responsible Target Date
Improve ground floor patient toilet area, by re decoration, new towel, soap, toilet roll holder. Updating the area in line with CQC Partners and Practice Manager March 2013 - Implemented
New prescription area to include an information area with relevant updates self help information. Move the prescriptions to a purpose built desk away from the reception area. Partners and Practice Manager April 2013 - Implemented
To integrate the web site further with the surgery to allow patients to email and to allow patients to make appointments on line Partners and Practice Manager September 2013 – Part implemented, still waiting for Imps to supply on line appointment system - still ongoing
To review and retime patient survey for 2013/14. To target patients visiting the surgery for the flu clinic. PRG and Practice Manager June 2013 - Implemented
Action Plan 2013/14 Responsible Target Date
Promoting how to order medication and what prevention clinics were being offered in the surgery Partners, Practice Manager and PRG January 2014
Promotion in house would go ahead, but advertising externally would be put on hold until we received the new appointment on line systems
Fund raising for a piece of equipment to improve patient care PGR December 2014


Assessed results were discussed with the PRG in respect of the results findings and proposals arising out of the local practice survey. The practice intends to implement above action points. No other changes were found to be necessary by the PRG.

PRG REVIEW OF 2011/12 & 2012/13 ACTIONS:

Address confidentiality – Room now available for private discussion but redesign of reception area ongoing.

Embrace telephone consultations – Implemented but ongoing to review ways of improvement of service provided.

To move the Prescription & information area away from the reception desk – Completed July 2013.

New ways of working regarding next year’s patient survey to increase completed surveys. Completed (survey improved for 2013/14)

Further integration of the web site, and the practice. – Completed but ongoing to review ways of improvement and access example: booking appointments on line.

Improvement and Update the ground floor patient toilet – Completed July 2013.

The aims of the practice are simple to provide access to the highest possible standard of medical care, to all our patients.