Patient Participation Group Report
2014
Priorities:
The group identified 2 key areas this year.Firstly the group wished to continue assessing the effects of the telephone triage system and its effectiveness and secondly to try and assess satisfaction levels with clinicians given the scenario that Dr O’Leary would again be absent for a large part of the year.
Surveys were made available on the practice website and patients were encouraged to complete them on-line. Hard copies were also made available from reception.
Results:
Survey results were circulated to members prior to a meeting to discuss the survey responses.
The survey results were again somewhat disappointing with a total of 206 completed surveys.
The key findings from the survey were:
- 83% were able to get an appointment or call back when they wanted
- 40% were able or talk to the GP they wanted although it was noted that a further 29% didn’t specify a GP
- 71% of patients who wanted to see a GP were able to see the GP of their choice.
- 87% were satisfied overall
It was noted that, although there had been some instances of patients registering elsewhere as a consequence of the introduction of the telephone triage system, the overall patient list size was consistent with the previous year count.
The practice had continued to refine the appointment system to try and achieve the right balance between triage calls for minor illness and advice, and the number of appointments needed to be available for routine follow-ups for long term conditions.
The practice had previously identified the need to change the telephone triage system to exclude locum GPs from taking telephone calls as they may not have received appropriate training to undertake telephone consultations and couldn’t rely on their personal knowledge of patients to aid diagnosis. This worked well in the summer and autumn with relatively short response times for calls back to patients. However it has proved difficult to manage while Dr O’Leary has been away. She is intending to return to work in May and this will allow the telephone call burden to be shared more equally which should improve response times. In addition the practice is looking at further ways to refine the system.
The group were also asked to consider how they thought the practice could best deliver the proposed care plans for the over 75’snext year.
At the meeting the following actions were agreed.
Action Plan:
The practice would continue to monitor patient satisfaction levels and feedback results to the group.
The practice will continue to explore ways of ensuring that continuity of care for patients is maximised.
Further refinement of the appointment booking system will be on-going.
Conclusion:
We will review progress quarterly.
Interim review May 2014
1. Patient satisfaction levels:
The nationally agreed scheme for monitoring patient satisfaction will be the use of the Family and Friends Test (FFT). This is to be implemented later in the year.
The partners have identified that the telephone triage system we operate will mean that many patients will not be visiting the surgery and the practice will offer patients a choice of web-based and paper questionnaires to meet our obligations.
2. Continuity of care:
The partners have decided that they will restructure the clinical team, making the salaried GPs redundant and recruiting additional partners. In addition Dr Byrne will be relinquishing his role with Nene CCG and returning full time to the practice. Dr O’Leary has returned to work part-time. These changes should reduce the need to employ locums by a significant amount resulting in greater continuity of care.
Additionally, practices are now required to ensure that all patients over the age of 75 must have a named GP. The reorganisation will also allow the practice to meet this objective more effectively.
3. Appointment system:
The appointment system has been further modified to increase the number of telephone triage slots with GPs.
Additional nursing hours have been added and it is anticipated that following an initial telephone consultation, an increased number of patients will be seen by a nurse practitioner who has received training in minor illness and can complete a consultation by prescribing appropriate medication.
Interim review August 2014
1. Patient satisfaction levels:
The practice has developed a form to capture feedback for the FFT which will be available on the website in the near future. A quick response poll has been added to the website. Further guidance is expected shortly from NHS England which may alter the format of the questionnaire.
2. Continuity of care:
Dr Oo has joined the practice as a full time partner and Dr Byrne is now working full time again at the practice. Dr O’Leary will be increasing her surgery session s from October 2014.
The practice is currently working on an admission avoidance scheme that will offer patients at high risk of hospital admission a more structured, care plan with a named GP to supervise their care.
Letters will shortly be sent to all patients over 75 with details of their named GP.
3. Appointment system:
The practice has noticed an easing of the telephone triage appointment system as a consequence of the clinical restructuring exercise carried out this month. It is still early in the process but we are hopeful that this improvement in access will be maintained through the winter months which are traditionally more demanding.