Author: Any Authorised Employee
Last saved by: Jefferson Leiola (E87741) WOODFIELD ROAD MC W9 3Z
Company: Westminster PCT

WOODFIELD ROAD SURGERY
Patient Participation Survey Report –2013/2014

The practice established a Patient Reference Group at the end of 2011 which includes currently registered patients and the Administration Manager who is deputised by the Reception Manager. The Patient Reference Group has grown steadily in size over the last few years and the PRG profile is more demonstrative of the current practice profile.  The practice continues to try and recruit more patients for the PRG by displaying posters and leaflets in the waiting areas and runs awareness campaigns. The PRG continues to hope that it can encourage more patients to join in the future especially in areas that are currently underrepresented. The group allows patients to discuss between themselves any concerns that they may have with the practice and the services it provides and allows the practice to discuss with the group what steps they feel could be taken to resolve the issues and what changes could be made.

Practice Population Profile

Age: | 0-4 | 6.04% | 45-54 | 17.37%
| 5-16 | 14.62% | 55-64 | 8.21%
| 17-24 | 9.69% | 65-74 | 3.83%
| 25-34 | 16.65% | 75+ | 2.95%
| 35-44 | 20.64% | |

Sex: | Male: | 46.9% | Female: | 53.1%

Ethnicity: | White/ British | 43.6%
| Black/British | 14.8%
| Mixed/British | 6.5%
| Asian/British | 12%
| Arabic | 2.8%
| Other/British | 20.3%

Employment Status: | Employed | 57%
| Unemployed | 13%
| Retired | 1%
| Housewife/husband | 13%
| Student | 16%

Carers: | 1.1%

Homeless: | 1%

Disabilities: | Wheelchair /walking aid used | 0.5%
| Blind/partially sighted | 0.1%
| Deaf/partially deaf/hearing aid worn | 0.6%
| Learning Disability register | 0.2%

Patient Reference Group Profile

Age: | 0-4 | 0% | 45-54 | 20.8%
| 5-16 | 0% | 55-64 | 4.2%
| 17-24 | 4.2% | 65-74 | 29.2%
| 25-34 | 12.5% | 75+ | 8.3%
| 35-44 | 20.8% | |

Sex: | Male: | 16.7% | Female: | 83.3%

Ethnicity: | White/ British | 58.3%
| Black/British | 20.8%
| Mixed/British | 4.2%
| Asian/British | 8.4%
| Arabic | 0%
| Other/British | 8.3%

Employment Status: | Employed | 50%
| Unemployed | 4.2%
| Retired | 33.3%
| Semi-retired | 8.3%
| Housewife/husband | 4.2%
| Student | 0%

Carers: | 4.2%
Homeless: | 0%
Disabilities | Wheelchair /walking aid used | 12.5%
| Blind/partially sighted | 0%
| Deaf/partially deaf/hearing aid worn | 4.2%
| Learning Disability register | 0%

Differences between the Practice population and the PRG 
(Description of variations between the group and what efforts the practice has made to reach any group not represented.)

Over the last year new members have joined the PRG and we are pleased to see that it has grown in size. The group is now more demonstrative of the practice profile with patients being represented in previously under represented areas eg. patients with disabilities, different ethnicity groups and certain age categories. We are aware that there is still a difference between the practice profile and the PRG profile and our aim next year is to try and level these areas out and to continue to try and encourage new members from under represented areas into the PRG. 

During this year we targeted the areas of the practice population which were previously under represented. The areas we targeted were patients within the ages of 17-24, 35-64, male patients, patients from under represented ethnic categories including Asian, Arabic, African, and mixed ethnicity groups, unemployed and students. We have also tried to increase the representation of patients who are employed, carers, homeless and tried to encourage patients with a disability during health check appointments and flu clinics. 

The practice continued to display posters and leaflets in the waiting area and GP corridor with how and who to contact and dedicated a page on our website to the Patient Group. We took time during our campaign to explain to patients why this group was formed and what it was trying to achieve and how it would benefit the patients as well as the practice. Current members have tried to spread the word verbally and the practice has called patients within the underrepresented groups to see if they would like to join. The response has been pleasing. Some patients thought it was a good idea but did not want to commit themselves and others said that they didn’t feel it was particularly necessary as they were happy with the surgery as it was and couldn’t really see where improvements were needed.

As like the previous years the practice continues its campaign to get greater representation of these under represented areas in the PRG and lists of patients who fall within these categories have been compiled so that practice staff can invite these patients either by letter or verbally. The Practice Administration Manager and Reception Manager are working together closely to allow the group to be as outstretched as possible so that it is open and available to all currently registered patients whether it be physically attending meetings or virtually and making sure that all views, comments, ideas and suggestions of the group are discussed and communicated to all members and any decisions made are agreed by all.  

The Patient Survey  (Description of how the priorities were set and how the questions were drawn up)

The Patient Reference Group held a meeting and discussed what areas needed to be focused on within the patient survey including comments and suggestions that had been collected from patients. We reviewed the survey from the previous year including what the outcomes had been and what the response had been to the changes that had been made. We also looked at the Action Plan from last year’s survey to see what effect had been made and whether any points should be continued in the hope of further improvement. It was agreed that we would continue our focus on “access”, “satisfaction with staff”, “communication”, “tests and results” and “overall satisfaction”. It was agreed that the surveys would be handed out at the practice as well as being placed on our website. We also posted out questionnaires to housebound patients in the hope of a good response. Following the meeting the patient questionnaire was drawn up by the Practice Administration Manager and copies distributed to PRG members asking if they could highlight any amendments, comments and feedback.  All members were happy that headings and questions discussed at the meeting had been included in the questionnaire and no changes were requested.

(Description of how the survey was conducted)

The Patient Survey took place during February and posters were displayed around the practice to invite patients to partake. The questionnaire was also put on the practice website and patients who did not want to spend the time completing the survey at the practice were advised that they could do so online. All questionnaires handed back at the surgery were posted into the survey anonymity box and then entered onto the website by the Reception Manager as we wanted to have all feedback in one place and we were also able to get a summary of the results online. 250 questionnaires were given out in the practice during the 4 weeks that the survey was conducted. When the survey closed it was reported that there had been 104 responses. Unfortunately we would have liked to have had more responses but it was a slight improvement on the previous year. 

The Patient Survey Results

The final patient survey results were published onto the Practice website and also displayed in the practice. A sign was displayed at reception to alert patients to the fact that the results were now available. The survey showed that patients are generally happy with the practice and this showed in the results.

Access to a Doctor or Nurse | Poor | Fair | Good | Excellent | Not Sure
1 | Length of time you had to wait to see the Doctor or Nurse | 2% | 6% | 33% | 54% | 0%
2 | Being seen on the same day when urgently needed | 0% | 2% | 17% | 70% | 7%
3 | Satisfaction with extended opening hours appointment availability with Doctor | 0% | 4% | 25% | 60% | 6%
4 | Seeing the Doctor of your choice | 0% | 2% | 11% | 81% | 0%
5 | Access to telephone advice by the Nurse when needed | 0% | 1% | 20% | 50% | 25%
6 | Satisfaction with continuity of care | 0% | 0% | 17% | 78% | 1%

About the Staff | Poor | Fair | Good | Excellent | Not Sure
7 | Satisfaction with the helpfulness of the Reception Staff | 0% | 0% | 11% | 88% | 0%
8 | Do you feel welcome and at ease when communicating with the Reception staff? | 0% | 1% | 8% | 89% | 0%
9 | Satisfaction with the clarity of information provided by the Reception Staff | 0% | 0% | 12% | 84% | 0%
10 | Satisfaction with the helpfulness of any other staff | 0% | 0% | 22% | 67% | 9%

Communication | Poor | Fair | Good | Excellent | Not Sure
11 | Satisfaction with communication by staff when a surgery list is running late | 0% | 8% | 25% | 52% | 9%
12 | Satisfaction with clarity of practice procedure notices e.g. Repeat prescriptions, length of appointments | 0% | 3% | 25% | 59% | 8%
13 | Satisfaction with the manner in which information is provided by staff | 0% | 1% | 21% | 74% | 1%

Obtaining test results | Poor | Fair | Good | Excellent | Not Sure
14 | Satisfaction that the Doctor or Nurse is organising tests promptly when necessary | 0% | 1% | 19% | 73% | 4%
15 | Satisfaction that you are you told when the results are likely to be ready? | 1% | 3% | 23% | 63% | 5%
16 | Satisfaction with the explanation and the manner in which the result was given | 0% | 2% | 25% | 62% | 6%
17 | Satisfaction with the clarity of information provided | 0% | 2% | 23% | 66% | 5%

Overall satisfaction with the practice | Poor | Fair | Good | Excellent | Not Sure
18 | Satisfaction with the practice environment | 0% | 3% | 18% | 76% | 0%
19 | Satisfaction with the sympathetic listening of the Doctor or Nurse? | 0% | 5% | 11% | 81% | 0%
20 | Overall satisfaction with the Practice | 0% | 0% | 19% | 80% | 0%

On the survey patients were given the choice to describe their gender, ethnicity and age. On going through the details that were given it shows that the patient survey was distributed and completed by patients from many different ethnic backgrounds including the Middle East, Asia and central Asia, Mixed Black/White, White British and Europe. The ages ranged from 16 to over 75 with the highest response rate from patients ages 35 to 54. It also showed that the survey was completed by more women than men with 21% of men completing the survey, 73% of women and 6% leaving no response. 41% of the responses came from patients who were employed, 12% unemployed, 16% retired and 12% other which included students, self-employed, stay at home mothers and semi-retired/part time employed. 

(Description of how the action plan was agreed with the PRG and whether there were any disagreements)

A PRG meeting was held to review and discuss the results of the survey and to draw up an action plan. We looked at the summary of the survey which included the grading of patients satisfaction allowing the group to see where patients were not so satisfied and allowed us to discuss what action could be taken to increase satisfaction. We also reviewed the action plan from the previous year’s survey to see if areas had improved or if not what further action could be taken. The group discussion was very focused and all comments and suggestions made were agreed within the group and the action plan created. Following the meeting the action plan was drawn up by the Practice Administration Manager and copies distributed to PRG members asking if they could highlight any amendments, comments and feedback.  All members were happy that everything discussed at the meeting had been included in the action plan and no changes were requested.

The Patient Survey Action Plan

•	Satisfaction with length of time you had to wait to see the Doctor or Nurse

It was decided that although this was in last year’s action plan and there had also been a slight improvement in patient satisfaction in this year’s survey, the group felt that further improvement could be achieved on the availability of appointments. The PRG strongly believe that even more should be done to target the patients who “Do Not Attend (DNA)” and do not cancel their appointments. They felt that the surgery could extend on the work it has done already to highlight the number of weekly DNA’s to patients and it was agreed that the practice needs to create even more focus in the reception area. The group agreed that the practice would continue the work done on last year’s action plan and extend it to achieve lowering the number of missed appointments which should make more appointments available. It was agreed that the following actions from last year’s action plan needed to continue including the reception staff reconfirming appointments with patients when they are made in the hope that they will not be overlooked so easily i.e.: date, day, time and with whom and to remind patients that if an appointment is no longer needed to contact the surgery and cancel with as much notice as possible. Weekly DNA rates will continue to be displayed in the waiting area although the PRG has suggested that this is increased in size to stand out even further. It was also suggested that the practice not only displays the number of patients who have not attended their appointment or cancelled it that month but displays a league table displaying the monthly totals for the last year as patients may be shocked when seeing the totals displayed in one league table. 

•	Satisfaction with communication by staff 

The group said that improvements in communication in general are highly beneficial to patient satisfaction. Although this year’s results show that in general patients still rate us highly, it was noted that the percentage of our “high” results had slightly lowered from last year. Everyone in the group agreed that the practice gets extremely busy throughout the day and it is more likely to be in these busy periods that communication will fail. The practice said it would continue the in house training that is given to staff which includes communicating with the public and in general, the importance of good communication, customer service and “walking in the shoes of the patients”. It was agreed that all admin staff will have a customer service refresher course looking at making sure the patients are fully aware of situations giving them the option of choice and this training will include face to face and telephone communication. It was agreed that the practice will arrange this and review satisfaction over the next year.

•	Patient Reference Group 

All members of the PRG agree that we need to continue to try and increase the size of the Patient Reference Group and build on the work that has been done to date. We plan to continue to promote the opportunity for patients to be a part of shaping the service provided by the surgery targeting the areas of the practice population that are currently underrepresented. We are also looking at the way we organise our future meetings including times and days and pre planning in the hope of increasing numbers at each meeting. Now we have representation from more of the different groups it is important that we can use the views, opinions and ideas of these patients to shape the practice. We are still looking to encourage patients from the age ranges of 25-44, male patients, unemployed, students, parents and patients from mixed ethnic groups including Asian and Arabic so that the PRG fully represents the practice patient profile. Our aim this year is to increase the number of meetings held and for members to actively look at representing the practice in the CCG User Group. We have also discussed the possibility of having a joint meeting together with other PPGs/PRGs from local practices.

Results (Description of how the report was advertised and circulated)

The survey results were published onto the practice website and copies displayed in the surgery with notices to alert the patients to their availability.  This year’s survey showed that patients continue to be satisfied and happy with the services provided, the staff and the practice environment. 27% of patients left a comment and out of the comments received 89% stated they were completely satisfied and very happy with the practice. One of the other comments made was on the length of time you have to wait to get an appointment and this area has been targeted in this year’s action plan and the only other comment was from a patient who would like to have monthly PRG meetings. This comment was discussed at the last PRG meeting and it was agreed that it will be discussed further in the next meeting which is being organised for May where plans are being made to discuss the possibility of increasing the number of meetings and the best time of day for them to be held.     

Year 2 Action Plan Update

During the last PRG meeting where this year’s action plan was agreed the group reviewed the action plan from last year to see what has been achieved. It was agreed by the group that continuation of work already undertaken this year should be continued with slight changes as improvement in patient satisfaction has been increased slightly but it was felt that more of an impact could still be made. 

•	Satisfaction with extended opening hour’s appointment availability with Doctor.

Results from this year’s survey show that satisfaction has virtually stayed the same but with a lower percentage rating us “fair” or “poor”. 60% of patients have marked us as “excellent” and 25% “good”. A practice audit of the usage of extended hour’s appointments has shown that patients are more aware and are happy with being able to book earlier and later in the working day. Unfortunately there are still a small percentage of appointments that are not being attended during the extended hours which is denying those patients who are trying to book appointments around their working shift patterns. The PRG is satisfied with the progress made to date but have suggested that we continue to try and highlight this area in our on-going DNA work. All members were in full agreement.

•	Satisfaction with length of time you had to wait to see the Doctor or Nurse

It appears there has been a slight improvement in patient satisfaction in this area this year. 5% of patients participating in the survey did not respond to this question, 2% rated us “poor” which is an improvement from the 3% of the previous year. 6% rated us “fair”, 33% “good” and 54% “excellent”. The practice continues to monitor this area and at the PRG requested it be continued onto this year’s action plan. The PRG feels very strongly about appointments that are missed and not cancelled and we as a group have worked extremely hard on different ways that we could highlight this fact. This year the surgery has increased its campaign to make patients aware of the DNA rates at the practice. Monthly figures have fluctuated between 106 missed appointments in January 2014 down to 69 in February 2014. The average number of missed appointments per month between May 2013 and February 2014 is 90. More suggestions have been made including displaying a DNA League Table and these will be rolled out this year and reviewed on their effectiveness. The group agreed that the practice would continue the work done on last year’s action plan and extend it to achieve lowering the number of missed appointments which should make more appointments available. It was agreed that the following actions from last year’s action plan needed to continue. Reception staff will reconfirm appointments with patients when they are made in the hope that they will not be overlooked so easily i.e.: date, day, time and with whom and to remind patients that if an appointment is no longer needed to contact the surgery and cancel with as much notice as possible. Weekly DNA rates will continue to be displayed in the waiting area.
•	Satisfaction with communication by staff when a surgery list is running late

The practice has worked closely with the admin staff and in-house training was given on customer service and patient communication. Feedback given by patients on reception staff has been extremely positive and they are rated as friendly, courteous and helpful. We have discussed the importance of patients being kept fully informed if the surgery is running late including the number of patients still to be seen before them.  Spot checks will continue to be carried out as part of a customer service audit.

•	Patient Reference Group 

It has been an achievement to see the number of PRG members grow over the last 12 months. The practice has worked hard to target the underrepresented areas and comparison of the practice profile against the PRG profile has improved considerably on the previous year although there are still groups that need to be represented.  

SURGERY OPENING HOURS

Monday | 08.00 – 13.00 | 13.30 – 19.30
Tuesday | 07.00 – 13.00 | 13.30 – 18.30
Wednesday | 08.00 – 13.00 | Closed
Thursday | 08.00 – 13.00 | 13.30 – 18.30
Friday | 08.00 – 13.00 | 13.30 – 18.00

The Surgery is closed on Wednesday afternoons, weekends and Bank Holidays.

DOCTORS’ CONSULTING HOURS

Monday | 08.30 – 11.00 | 16.00 – 19.30
Tuesday | 07.00 – 11.00 | 16.00 – 17.30
Wednesday | 08.30 – 11.00 | Closed
Thursday | 08.00 – 11.00 | 16.00 – 17.30
Friday | 08.30 – 11.00 | 15.00 – 17.00

Emergencies

All patients that contact the practice and require an emergency appointment are listed at the end of the surgery and are given a time to come in to see the doctor.

NURSE’S CONSULTING HOURS

Monday | 08.30 – 13.00 | 14.00 – 18.00
Tuesday | 08.30 – 13.00 | 14.00 – 18.00
Wednesday | 08.30 – 13.00 | Closed
Thursday | 08.30 – 13.00 | 14.00 – 18.00
Friday | 08.30 – 13.00 | 14.30 – 17.30

The following clinics are held at the Surgery:-

Thursday	08.30 – 13.00 	            Baby Clinic with Practice Nurse
		16.00 – 18.00	            booked appointments only

		Friday		9:30am-11:00am	Postnatal Clinic with Dr Honey
							booked appointments only.

Routine and clinic appointments can be made in person or by calling the surgery on 020 7266 1449. The surgery has extended hours on a Monday evening opening until 7.30pm and Tuesday morning starting at 7.00am.

Patients requesting “on the day/emergency” appointments are asked to contact the surgery at 8am or 2pm where an appointment time will be arranged.

Patients requesting a home visit are asked to the contact the surgery on 020 7266 1449 by 10.30 am (if possible) so that a visit can be arranged.

OUT OF HOURS

During the hours that the surgery is closed the answering machine is turned on which plays a recorded message. The message explains that the surgery is currently closed but gives details of when the surgery will next be open and provides different options of what step to take next if urgent medical attention is needed.

Patients requiring urgent medical attention are requested to call 1-1-1. This number is for the NHS 111 service which is free to call from both landlines and mobiles. If for any reason you are unable to access NHS 111 by dialling 1-1-1 you are asked to call 020 8969 7777 instead which will access the out of hours London Central & West Unscheduled Care Collaborative. Once the surgery has closed the answering machine is left on to inform patients of how to access the out of hour’s services.