Survey 2015

Berryfields Medical Centre Patient Participation Report 2014/15

Produced for the Patient Participation

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 Berryfields Medical Centre’s PPGs in 2014/15.

Berryfields Medical Centre formed a Patient Participation Group in 2008, following the opening of the new practice. The group consisted of 8 members and these numbers have fluctuated over the years. The meetings mainly concentrated on making the community aware of the new Practice and the services provided. Meetings were held annually and chaired by Bob Gale and involved most of the practice team, GP’s and staff. 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 Berryfields Medical Centre Participation Group. The Practice has recently been involved in a lengthy process to move its temporary premises. To help facilitate this move and to keep patients informed the Practice attended a number of Parish Council meetings, which had patient representatives.

In addition the Practice also set up a virtual Patient Participation Group (vPPG). Finally, 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.

Background Information

Practice Profile

Berryfields Medical Centre is a PMS practice located in the new Aylesbury development, Buckingham Park. As at 1st March 2014 the patient list size was 4012. The demographic profile of our list now includes 30% of our patients living outside the Buckingham Park area,in Watermead, Elmhurst and the new Berryfields development.

The Berryfields clinical team consists of 3 doctors, 1 practice nurse prescriber , 1 practice nurse and 1 Healthcare assistant (HCA). The clinical team is supported by a management, administration and reception team. Our aspiration is to become a training practice this year (2014).

Opening Hours

Appointment Access

Routine Appointments

A doctor or nurse is available during our opening times (8.30am - 6.00pm).

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, during busy periods urgent requests for appointments will be triaged by our nurse. 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

Our Nurse Practitioner manages conditions such as asthma, diabetes and prescribed high blood pressure. She also provides a minor illness service for patients requesting same day urgent appointments, or who are looking for telephone advice.

She is also able to prescribe medication.

Making Appointments

Appointments can be made by telephoning or calling in to the practice.

We have no restrictions on booking ahead to see your preferred Doctor or any other clinician.

All of our Doctors and practice nurse have time set aside each day to deal with medically urgent same day requests, either face to face or by telephone.

When We Are Closed

NHS Bucks has responsibility to provide out of hours GP services to all patients of Aylesbury 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 a message will give the number for

Bucks Urgent Care 0300 130 0305

or

NHS 111

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

We used our website (www.berryfieldsmedicalcentre.co.uk) in setting up our PPG. Our website provider set up automated registration forms and the pages required to promote our group to our patients.

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). We also re-launched our Berryfields patient forum group and invited them to participate in the Berryfields 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 (683 patients in total). The email invited them to join our virtual PPG and encouraged them to access the website to complete the automated registration form. Once registered the virtual PPG members were sent an email, inviting them to complete the virtual patient participation survey.

Patient Participation Group Members

241 patients have now joined the vPPG. The profile of the PPG members is detailed in the PPG report on the same page on the website shows that we have a reasonable gender mix, and representatives from all age groups, although the profile is heavily skewed towards regular users of the surgery as opposed to patients that only use our services occasionally or rarely. The majority of the patients are white, British and it would be good to promote and encourage more patients from different ethnic groups to join.

PPG & Survey Results Report

Patient Reference Group

The patient group comprises 13 responses

Distribution Details

How the practice has agreed with the PPG which issues are priorities to be included in the local practice survey questionnaire?

The main focus raised by patients during the forum meetings in 2014 revolved around concerns that the practice would soon relocate to a purpose built health centre on the Berryfields Site .It was explained to those present that the practice would expect to move to Berryfields in early 2016.

A virtual patient survey was devised using other priorities raised by patients as well as the Practices own priority areas (based on the latest National Patient Survey results and general patient/staff feedback over the year). The following priority areas were agreed:-

• Telephone Access
• Practice opening hours
• Premises standards
• Cleanliness
• Appointment waiting times
• Receptionists
• 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 March 2014.

The PPG group will meet twice annually and minutes will be available on the website. The timings of the meetings will be 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 6 monthly basis basis.

Survey Results/Action Plan 2014-15

The survey response rate was average – 33% of our 241 members of the vPPG responded. The results were analysed in house using our Practice website and discussed by the Berryfields Team.   A copy of the survey analysis is available on the front page of our practice website (please also see Appendix I). The following action plan for 2014/15 has been devised:-

1. Plan and design the new permanent premises.
2. Implement online appt booking.
3. Reduce waiting times.
4. Improve patients being notified about clinicians running late.
5. Patient Communication/campaigns ongoing
1. Review our call/recall processes
2. Review our 2014 flu campaign to include a letter to chronic disease patients who have not responded to in-practice advertising and SMS/email messages.

Virtual PRG Priorities

1. Information of Services - Patient Education
1. Improve functionality of website communication,start using MJog reminders for appointments and recalls.
2. Review appointments structure to ensure the correct balance of routine and urgent appointments and improve online functionality
3. Persuade more patients with eastern European and Asian backgrounds to become involved in the PRG.
4. Install patient check-in screen.
5. Open surgery on Wednesday afternoons.

The surgery agreed that it would progress these actions as soon as possible.

The virtual patient survey results are also available on our website.

Some of these actions are complete.

In compiling and publishing this report with its associated evidence we believe that we have fully met the requirements of the DES.

Appendix I – Virtual Patient Survey Responses

Virtual Patient Experience Survey

Number of Responses: 13

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

Q1. How often do you access the Berryfields website?

Regularly                   38%

Occasionally            53%

Never                         7%

Q2. How easy do you find getting through to the practice on the telephone?

Very easy                  76%

Fairly easy                  23%

Not very easy           0%

Not at all easy          0%

Q3. What is your level of satisfaction with the practice's opening hours?

Very Good                30%

Good                         61%

Fair                              0%

Poor                            7%

Q4. How easy do you find getting into the building at the surgery ?

Very easy                  84%

Fairly easy                  15%

Not very easy           0%

Not at all easy          0%

Q5. How comfortable is the waiting area (e.g. chairs) ?

Excellent                    15%

Very Good                46%

Good                         23%

Fair                              7%

Poor                            7%

Q6. How clean is the GP surgery ?

Very clean                92%

Fairly clean                7%

Not very clean         0%

Not at all clean        0%

Don’t know               0%

Q7. In the reception Area, can other patients overhear what you say to the receptionist?

Yes, but don’t mind                                     69%

Yes and am not happy about it                7%

No, other patients can’t overhear           0%

Don’t know                                                   23%

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

Very                            100%

Fairly                           0%

Not very                     0%

Not at all                    0%

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

Very easy                                                                  53%

Fairly easy                                                                  38%

Not very easy                                                           0%

Not easy at all                                                          0%

I do not know who my named doctor is                         7%

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

Very easy                                                      30%

Fairly easy                                                      46%

Not very easy                                               7%

Not easy at all                                              0%

I do not know who my named doctor is  15%

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

I don’t normally have appts at a specific time              7%

I am normally seen on time                                   7%

Less than 5 minutes 5 to 15 minutes                      53%

15-30 minutes                                                            30%

More than 30 minutes                                             0%

Can’t remember                                                     0%

Q12. How do you feel about how long you normally have to wait ?

I don’t normally have to wait long                       53%

I have to wait a bit too long                                  15%

I have to wait far too long                                                 0%

No opinion/doesn’t apply                                                  23%

Q13. Overall how satisfied are you with the practice?

Very                76%

Fairly               15%

Not very         0%

Not at all        0%

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

Very                84%

Fairly               7%

Not very         0%

Not at all        0%

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

Are you male or female?

Male               53%

Female           46%

What age are you?

Under 16        7%

17 - 24             0%

25 - 34             15%

35 - 44             30%

45 - 54             38%

55 - 64              0%

65 - 74             7%

75 - 84             0%

Over 84          0%

What is the ethnic background with which you most identify?

White British                                       92%

White Irish                                          0%

Mixed White & Black Caribbean              0%

Mixed White & Black African         0%

Mixed White & Black Asian            0%

Indian                                                 0%

Pakistani                                            0%

Bangladeshi                                                  0%

Black Caribbean                             0%

Black African                                    0%

Chinese                                             0%

Other                                                  7%

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

Regularly                   38%

Occasionally            46%

Very Rarely               15%

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

PPG Report 2015

Annex D: Standard Reporting Template

Thames Valley Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template

Practice Name: Berryfields Medical Centre

Practice Code: Y01964

Signed on behalf of practice:   Bob Gale             Date:26/3/15

Signed on behalf of PPG: A. Poth                                                                       Date:26/3/15

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

2. Review of patient feedback

3. Action plan priority areas and implementation

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):

4. PPG Sign Off