ppg les report march 2012 final - home | msw

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

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

Salaried GPs: Dr Enas Al-Dabagh Dr Ruth Imrie Dr Alison Kerr, Dr Andrew Collins Dr Caitlin Chasser

Retainer: Dr Emma Pierce Registrar: Dr Tania Young Dr Vicky O’Brien

207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651

Fax: 01865 768559 [email protected]

www.buryknowle.org

Bury Knowle Health Centre Patient Participation Report 2011/12

Produced for the Patient Participation

Directed Enhanced Service (DES) 2011/2013

The purpose of the Patient Participation DES commissioned by the NHS is to ensure that

patients are involved in decisions about the range and quality of services provided and,

over time commissioned by their Practice. It aims to encourage and reward Practices

for routinely asking for and acting on the views of their patients. This includes patients

being involved in decisions that lead to changes to the services their practice provides

or commissions as well as discovering ways to improve the Practice and also to find out

what patients perceive as successful. The DES aims to promote the pro-active

engagement of patients through the use of effective Patient Participation Group

meetings (commonly referred to as PPGs or Patient Reference Groups (PRGs)) to seek

the views from Practice patients, as well as through the use of a local practice survey.

The outcomes of the group meetings and survey results are then required to be

published as a Report on the Practice Website.

This report summarises the feedback and action plan of Bury Knowle Health Centres

PPGs in 2011/12.

Bury Knowle Health Centre formed a Patient Participation Group in 2004, following the

introduction of the new GMS contract. The group consisted of 7 members and these

numbers have fluctuated over the years. Meetings were held annually and chaired by

Claire Crook as well as a GP Partner. In 2011 we agreed to participate in the Patient

Participation DES, which involved gaining and collating information, suggestions and

feedback from our patients. In order to do this the practice decided to re-launch the

Bury Knowle Patient Participation Group as well as set up a new Barton Patient

Participation Group (Barton formally became our branch surgery from 1 April 2011) and

a virtual Patient Participation Group (vPPG). In addition to this all of our patients are

welcome to give suggestions/feedback about the surgery at any time. This can be

done via our website or via out suggestion box, located in the waiting room.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

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 1st March 2012 the patient list size was 12,526. 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 demographic profile of our list now includes 37% of our patients living in Barton and

26% living in Quarry & Risinghurst ward – nearly 2/3rds of our patients are therefore not

typical of Headington 0X3.

The Bury Knowle team consists of 10 doctors, 5 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.

Opening Hours

Burk Knowle Surgery Opening Hours

Monday 8.30am - 6.00pm

Tuesday 8.30am - 8.00pm

Wednesday 8.30am - 12.30pm

1.30pm - 6.00pm

Thursday 8.30am - 7.00pm

Friday 8.30am - 6.00pm

Saturday 8.30am - 11.00am

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

Extended Hours

We offer nurse appointments from 8.00am. We also offer late evening routine

appointments on a Tuesday (6 - 8pm), Thursday (until 7.00pm) and on Saturday

mornings (8.30am - 11am). These appointments are primarily designed for those patients

who work full time.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

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

Appointment Access

Routine Appointments

A doctor or nurse is available during opening times (8.30am - 6.00pm, nurses are

available from 8.00am). Consultations are by appointment only and are for 10 minutes

as a standard but patients can request a longer appointment if they need more time.

Same Day Appointments / Telephone Advice

To give patients quick and convenient access to a medical professional for urgent

medical problems, we operate a system for same day appointments either at the

surgery or over the telephone. 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 have time set aside each day to deal with medically urgent same day

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





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

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

NHS Oxfordshire has responsibility 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 simply phone the surgery number, and the call is automatically diverted to Oxford

Emergency Medical Service (OXEMS).

Alternatively patients can ring OXEMS directly on 0845 345 8995.

How the practice formed their Patient Participation Group and what efforts were made

to ensure representation from all groups of their population, i.e. age/sex, ethnicity,

specific care groups like nursing homes or a learning disability community, drug users

etc

As a result of our practice profile and demographics we decided quite early on to set

up 3 PPGs:-

• Bury Knowle (BK) PPG (Face to face group meetings)

• Barton PPG (Face to face group meetings)

• vPPG (virtual group)

We used our website (www.buryknowle.org) to assist us in setting up our PPGs. Our

website provider set up automated registration forms and the pages required to

promote our groups to our patients. We dedicated 5 pages of our website to our PPG

section:-

• BK & Barton PPGs – promoting the face to face patient participation groups

• vPPG - promoting the virtual group

• PPG patient leaflet which included information on the role and purpose of a

PPG

• PPG Meeting minutes

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

Once the above information was published on our website we promoted both the face

to face group meetings and the virtual group to our patients via posters in the waiting

room, patients leaflets (available online, at our reception desk and in our waiting room)

and via an article in our patient newsletter. The newsletter included the registration





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

form. We also re-launched our Bury Knowle patient forum group and invited them to

participate in the Bury Knowle PPG.

In addition all staff were notified of the different PPG groups and encouraged to

promote the groups to all patients.

Finally in an effort to ensure a fair representation an email was sent to all patients for

whom we had an email address recorded in our clinical system – approximately 2,500

patients. The email invited them to join our virtual PPG and encouraged them to access

the website to complete the automated registration form. We also emailed them our

latest patient newsletter at the same time – this detailed information about all of the

PPG’s and the timings of the group meetings. 215 patients responded (9%). Once

registered the virtual PPG members were sent an email, inviting them to complete the

virtual patient participation survey. 174 patients completed the virtual patient survey

(81%).

In April 2010/11 we put together a proposal to the PCT to take over the running of our

branch surgery in Barton, which included taking on the staff, refurbishing the premises,

improving access and expanding the services offered to our patients. In order to

produce a proposal and establish the local community needs we held several steering

group meetings and invited key local stakeholders to discuss the requirements and the

priorities going forward. This included a representative from the Barton Community

Association (Sue Holden) and patients were encouraged to attend. When launching

the Barton PPG we invited Sue Holden to attend and the patients that had been

involved in the steering group. Both of whom are now active members and regularly

attend the Barton PPG group meetings.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Patient Participation Group Members

The patient groups comprises of 215 members

• Bury Knowle PPG – 17 members have signed up (9 have attended meetings)

• Barton PPG – 8 members have signed up, this includes Sue Holden – Barton

Community Association Secretary (5 patients & Sue have attended meetings).

• Virtual PPG – 215 members (including those who attend the Barton & BK PPG

meetings)

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

gender mix, although it’s skewed towards females. However we 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,

although the figures are heavily skewed towards Bury Knowle patients compared to

Barton surgery. The majority of the patients are white British, so it would be good to

promote and encourage more patients from different ethnic groups to attend.

Profile for all 215 PPG patients

Attendance

Gender

Attendance Gender

Often 79 37%

Occasionally 113 53%

Very Rare 23 10%

Total 215

Male 81 38%

Female 134 62%

Total 215





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Ethnicity Age

Ethnicity

Age

Usual Surgery

Under 16 3 1%

17-24 6 3%

25-34 38 18%

35-44 34 16%

45-54 46 21%

55-64 30 14%

65-74 38 18%

75-84 15 7%

Over 84 5 2%

Total 215

White British 171 80%

White Irish 5 2%

Indian 3 1.5%

Black Caribbean 1 0.5%

Black African 3 1.5%

Chinese 1 0.5%

Other 31 14%

Total 215

Bury Knowle Health Centre 205 95%

Barton Surgery 8 4%

Not specified 2 1%

Total 215





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

How the practice has agreed with the PPG which issues are priorities to be included in

the local practice survey questionnaire?

The first PPG group meetings at Barton & Bury Knowle focused on addressing the

priorities of the patients who had attended and the group talked in depth about what

areas to focus on as a Practice. Each patient was encouraged to state their reason for

attending the meetings and any items that they wanted addressed or to be raised.

Details of these discussions are in the minutes of the 27th July 2011 (Barton PPG) & 1st

Dec 2011 (BK PG) meetings, a copy of which can be found on the Practice website.

http://www.buryknowle.org/ppg.aspx/.

Using the above responses as well as the Practices own priority areas (based on the

latest National Patient Survey results and general patient/staff feedback over the year)

we were able to prioritise the views expressed. The following priority areas were

agreed:-

• Telephone Access

• Practice opening hours

• Premises - Waiting area

• Staff – Reception Service

• Named Doctor System & Access (face to face & telephone)

• Appointment waiting times

• Car Parking facilities

• Patient Education - patient awareness re: website & usage

• Clinical service satisfaction

• Overall Satisfaction with the Practice

• Other comments/suggestions re: improvements to service/Practice

The survey was devised and published online and an email was sent to all registered

PPG members. A link to the survey was also put on the front page of our website so that

the general patient population could complete the survey. The survey was conducted

in January 2012.

The PPG groups now meet on a quarterly basis and all minutes are available on the

website. 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.





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Survey Results/Action Plan 2011-13

The survey response rate was very good - 81% (174 out of 215) of the vPPG members

responded. The results were analysed in house using our Practice website and discussed

by the Partners. The summary findings were circulated to the Patient Participation

Groups as part of the next meetings agenda and were formally discussed at the PPG

meetings held on 29th Feb (Barton) and 1st March (BK), copies of the meeting minutes

are available on our website. A copy of the survey analysis is also available on the front

page of our practice website. The discussion was wide-ranging and covered both the

areas where the practices were doing well, and the areas where improvements could

be made. The groups showed overall satisfaction on the results of the survey. As a result

of these discussions as well as the individual patient priorities raised at the face to face

PPG meetings, the following action plan has been devised:

Barton Surgery Priorities

1. Improve Access & continuity at Barton Surgery

a. Increase the number of Doctor sessions provided per week

b. Increase the number of nurse sessions provided per week

c. Increase the opening hours of the Surgery

d. Increase continuity – establish a Barton Doctors team, individual Doctor

business cards which detail the Doctors clinics, special interests

e. Improve patient education regarding the Surgery & improve community

awareness of the surgery

i. Articles in the patient newsletter, local Parish Council newsletter,

and the Barton ‘hands on’ community newsletter

ii. Ask the council/housing association to give out a Barton

leaflet/business card to all new tenants.

iii. Generic Barton business cards

iv. Improve information available on the Bury Knowle website

v. Erect appropriate signage outside and inside the surgery

vi. Install a patient education TV screen in the waiting room

vii. Increase usage of SMS reminder service

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

a. SMART clinic

b. Teenage health drop in clinic

c. Carers clinic

d. Podiatry/Foot service Clinic

e. Counselling service – The Listening Centre

f. Diabetes Clinic

3. Improve the screening uptake at Barton Surgery





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

a. Breast screening

b. Cytology screening

c. Bowel screening

Bury Knowle Health Centre Priorities

1. Premises

a. Patient Toilets

i. Refurbish the patient toilets

ii. Review toilet supplies – toilet rolls, hand towels

iii. Erect appropriate signage directing patients to the 2nd toilet

iv. Bigger mirror in the waiting room to see the queues

v. Consider putting 2 ‘pull-up’ chairs on the wall for patients who can’t

stand if there’s a queue

vi. 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

2. Review phlebotomy sickness cover arrangements

3. Online Appointment Service

a. Review the medication repeat request service as currently showing some

errors

b. Review Doctor appointment 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

4. Improve patients being notified of clinicians running late

a. Via reception

b. Via the Touchscreen?

5. Services

a. Review current physiotherapy appointment availability

b. Purchase a 2nd 24hr BP machine

c. Staple the prescriptions together on the RHS

6. Patient Communication/campaigns

a. 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.

b. Automatically sign up new patients (who give an email address) to

receive the quarterly practice newsletter





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Virtual PPG Priorities

1. Improve Access & continuity to a patients named Doctor

2. Review reception opening hours (8am start)

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

4. Review appointments online functionality

5. Improve the car parking facilities at Bury Knowle Health Centre

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

The surgery agreed that it would progress these actions as soon as possible, many of

which have already been implemented e.g. increased doctor sessions and opening

hours at Barton Surgery. Detailed accounts of discussions and progress against the

action plan are available in the PPG meeting minutes, all of which are available on our

website.

This report will be sent to the PCT, all PPG members and a copy will be available on our

website for all patients to access. The virtual 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 – Virtual Patient Survey Responses

Number of Responses: 174

Dear Patient,

We welcome your honest feedback and suggestions, and would appreciate it if you

could take a few moments to complete and return the attached survey.

Please answer all of the questions and click 'Send Survey' when you are done.

Q1. Bury Knowle Health Centre has a branch surgery in Barton, located in the

Barton Neighbourhood Centre. Please tick the surgery you most often visit

Answer Response (%)

Bury Knowle Health Centre 94%

Barton Surgery 4%

No Response 2%

Q2. Were you aware that Bury Knowle had a branch surgery in Barton?

Answer Response (%)

Yes 78%

No 20%

No Response 2%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Q3. Were you aware that Bury Knowle had a Practice website

(www.buryknowle.org). (You can book appointments, send messages and

order repeats prescriptions from the site)?

Answer Response (%)

Yes 80%

No 18%

No Response 2%

Q4. How often do you access the website?

Answer Response (%)

Regularly 27%

Occasionally 47%

Never 24%

No Response 2%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Please answer the following questions based on the surgery you have specified above.

Q5. How easy do you find getting through to the practice on the telephone?

Answer Response (%)

Very easy 27%

Fairly easy 56%

Not very easy 13%

Not at all easy 1%

No Response 3%

Q6. What is your level of satisfaction with the Practice's opening hours? (Bury

Knowle is open late on Tuesday evenings, and on Saturday mornings).

Answer Response (%)

Very Good 45%

Good 41%

Fair 10%

Poor 0%

No Response 4%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Q7. How comfortable is the waiting area (e.g. chairs)?

Answer Response (%)

Excellent 14%

Very Good 48%

Good 28%

Fair 6%

Poor 1%

No Response 3%

Q8. How helpful do you find the receptionists at the surgery?

Answer Response (%)

Very 62%

Fairly 32%

Not very 3%

Not at all 0%

No Response 3%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Q9. How easy do you find it to see your named Doctor?

Answer Response (%)

Very easy 10%

Fairly easy 34%

Not very easy 25%

Not at all easy 9%

I do not know who my named Doctor is 17%

No Response 5%

Q10. How easy do you find it to speak to your named Doctor over the telephone?

Answer Response (%)

Very easy 17%

Fairly easy 37%

Not very easy 16%

Not at all easy 4%

I do not know who my named Doctor is 17%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Q11. How long after your appointment time do you normally wait to be seen?

Answer Response (%)

I don’t normally have appts at a specific time 0%

I am normally seen on time 18%

Less than 5 minutes 5 to 15 minutes 59%

15-30 minutes 16%

More than 30 minutes 0%

Can’t remember 2%

Q12. How easy do you find parking at the surgery?

Answer Response (%)

Very easy 4%

Fairly easy 24%

Not very easy 31%

Not at all easy 22%

Not Responded 19%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

Q13. Overall how satisfied are you with the Practice?

Answer Response (%)

Very 52%

Fairly 43%

Not very 2%

Not at all 0%

No Response 3%

Q14. How satisfied are you with the clinical care and attention you receive

from the Practice?

Answer Response (%)

Very 62%

Fairly 31%

Not very 3%

Not at all 0%

No Response 4%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

To help us analyse your answers please tell us a few things about yourself:

Are you male or female?

Answer Response (%)

Male 33%

Female 63%

No Response 4%

What age are you?

Answer Response (%)

Under 16 0%

17 - 24 3%

25 - 34 16%

35 - 44 15%

45 - 54 22%

55 - 64 17%

65 - 74 16%

75 - 84 4%

Over 84 2%

No Response 5%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

What is the ethnic background with which you most identify?

Answer Response (%)

White British 77%

White Irish 2%

Mixed White & Black Caribbean 0%

Mixed White & Black African 0%

Mixed White & Black Asian 0%

Indian 1%

Pakistani 0%

Bangladeshi 0%

Black Caribbean 0%

Black African 1%

Chinese 0%

Other 13%

No Response 6%





207 London Road

Headington

Oxford

OX3 9JA

Phone: 01865 761651


www.buryknowle.org

How would you describe how often you come to the practice?

Answer Response (%)

Regularly 33%

Occasionally 56%

Very Rarely 8%

No Response 3%

Many thanks for your time in answering the questions on this survey.

ppg les report march 2012 final - home | msw

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