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Albert Road Surgery Relocation Patient and Public Engagement Report
July – August 2017
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Introduction Newham CCG is proposing to relocate the Albert Road Practice from Albert Road and Britannia Village to a new development site located near Pontoon Dock DLR station, planned to open September 2018. The provider will remain the same, and all the services patients currently receive will continue.
The new building will allow the CCG to offer a modern and accessible practice to all patients in the Royal Docks ward. Over the next ten years the population of this ward is predicted to increase by 20,000 as outlined in our strategic estates plan and already the current sites are nearing full capacity. The new site will be able to serve 30,000 patients, providing additional appointments and opening hours, as well as space for community groups to run health and wellbeing activities.
Following a request from the Primary Care Commissioning Committee, the CCG developed an engagement action plan in order to get people involved and have their say about the relocation. Over July and August 2017 the CCG’s patient and public engagement team and the primary care commissioning team spoke to over 114 people about the relocation, received 557 survey responses, and attended 14 community engagement events. Both teams attended local community events alongside community engagement activities in the Royal Docks ward, focusing mainly on North Woolwich. A separate engagement plan was also developed for the 34 housebound patients registered at the practice.
Methodology An online survey was developed to ask people for their views about the proposed relocation and hardcopies were also distributed at the practice and at community events. The survey was launched on the 10th July and closed on the 7th August. 557 people completed the survey; 99.63% of respondents were registered at the practice.
78.1% of respondents completed the online survey, 21.9% of respondents completed a paper copy
See engagement tracker below, and appendix 1, for more details about how and who we engaged with in the Royal Docks ward. We have also captured in the tables in the following sections the key issues raised by patients at each engagement platform.
Date Community Event Engagement Activity
Wednesday 12th July - Monday 7th August
Royal Dock Ward Promote online survey through their local networks
Thursday 13th July Patient Participation Group members
Presentation and discussion at Patient Participation Group meeting
Saturday 15th July, 11am to 3pm Summer Reading Challenge at North Woolwich Library
One to one, surveys.
Wednesday 19th July, 11am to 2pm
Job Fair Event at Royal Docks Learning and Activity Centre. Spoke to volunteers, stall holders, and participants.
Hand out flyers
Thursday 20th July, 5pm to 6.30pm
Discussion with North Woolwich residents, North Woolwich Library
Discussion with core group
Thursday 20th July, 1.40pm to 2pm
Older Women's Group at Royal Docks Learning and Activity Centre
Hand out flyers and surveys
Saturday 22nd July, 1pm to 6pm Food Festival in Royal Victoria Gardens
One to one, surveys.
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20th July Text message to patients text message to patients sent by practice to inform them of the move and questionnaire
Saturday 5 August, 12pm to 4pm Event on Britannia Village Green One to one, surveys
Approximately once a week 13th July to 4th August
Engagement at Albert Road Practice site during opening hours
One to one, surveys.
Approximately once a week 21st July to 7th August
Engagement at Britannia Village site during opening hours.
One to one, surveys
Sent 27th July, with a deadline for responses of Friday the 25th August
Engagement with Housebound Patients
Tailored surveys sent through the post.
Engagement with Housebound Patients A tailored survey was developed for the 34 housebound patients served by Albert Road Practice.1 These surveys were sent out to them by mail with a stamped addressed envelope, or the option to give their feedback to the practice manager over the phone. In order to ensure they had enough time to respond the deadline for this survey was set as the 25th of August. A separate short report will be prepared and shared with commissioners after this date.
Six surveys have already been returned. All respondents so far have said no, they don’t think the proposed move will be good for patients. Three included comments which all gave as their reason that it would be harder for elderly and disabled patients to visit the Pontoon Dock site. One respondent said that they struggle to get to Albert Road, and would like to have more home visits.
Update 04/09/2017: This report has now been completed and is included in this document as Appendix 1.
Key findings
1. 48.46% of respondents said that they thought moving the two practices to Pontoon Dock would be a good idea, 31.83% said no they didn’t think it would be a good idea, and 19.71% said maybe it would be a good idea.
2. 68% of respondents said that they would be willing to travel further to a GP Surgery that had more health and care services, and 32% said that they would not.
3. Many North Woolwich residents feel that this is yet another service that is being taken away from them, and that the move is part of ‘social cleansing,’ taking the practice away from local residents who will now have to travel and pay for transport in order to situate it near to the new, ‘rich’ residents moving into the new developments at Pontoon Dock.
4. Respondents recognised the need for bigger facilities and improved services with many describing difficulties in getting appointment, and long appointment waiting times. However, the most commonly highlighted barrier was the increased distance, travel time, and being unable to walk to the practice. 32.2% of commenters said that the new site would be further for them to travel to and more difficult for them to get to. Users of both Albert Road and Britannia Village highlighted issues with the increased travel.
5. The increased travel distance and the requirement to use public transport was particularly highlighted as a barrier for elderly people, people with mobility issues, and people with young children. Residents argued that the communities around Albert Road practice had many elderly
1 The Practice reports that 29 housebound patients live close to Albert Road, 4 housebound patients live close to
Britannia Village, and 1 housebound patient lives in East Ham.
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people and people with mobility issues who would struggle to use public transport. Other transport issues highlighted by respondents included:
a. the proposed rerouting of the 474, meaning that Pontoon Dock will not be served by a bus b. that the new practice site is not pedestrian friendly c. that residents need to have free parking by the practice, and the fact that they won’t be able
to use their parking permits at Pontoon Dock d. the increased cost of travelling to the practice site for low income residents
6. 15% of commenters said that they supported the move because the new practice will be closer to their home, and 4.9% said public transport would be better at the new site.
7. The potential for greater appointment availability, being able to get an appointment more quickly, improved services, and new facilities were seen as potential benefits or incentives for the move if they happened. Some respondents were concerned that increased patient numbers would mean it would be harder to get appointments, and some expressed doubts that the move would result in improved services. Some respondents also expressed the hope that the move would result in longer opening hours and Saturday openings.
8. Opinion on moving from two sites to one site was divided; some respondents felt it was better to have two geographic locations, but more felt that having one centralised site would reduce the confusion that patients currently experience when they end up at the wrong site for appointments, or when information is not communicated clearly.
9. Phlebotomy, ultrasound, ECG, optician’s service, and maternity service were the top 5 services people said they would like to at the new practice site out of a suggested list. Commenters also suggested a range of additional services, of which a pharmacy was the most popular.
10. Residents wanted to know what would happen to the old Albert Road site, and what would happen when development at the North Woolwich end of the ward begins in a few years’ time.
11. 76% of respondents agreed with the proposed new name of Pontoon Dock Surgery. 24% disagreed. 9% suggested alternative names of which the most popular was Royal Docks Surgery.
12. Many respondents argued that Albert Road should be kept open as an additional site.
What matters most to people
Why? How many people told us?
Travel time and transport was the most frequent issue raised. It was also the most frequent reason people gave for not being willing to travel further for more services, suggesting that location was valued more.
Negative:
Patients will have to travel further to the practice, and will have longer travel times, which will mean that their visits to the GP will take longer overall.
Patients will no longer be able to walk to the practice but will have to take public transport.
This will mean there is a cost to travelling to the practice.
Some respondents also noted that the new practice site isn’t pedestrian friendly.
Some respondents also highlighted that travelling by DLR or bus can be difficult if you are ill.
Respondents highlighted travel and transport as an issue for elderly or disabled patients, or for parents of
57% of the comments on this question discussed travel to the practice. Approximately two thirds of respondents said they will see their travel time and distance increase, and one third will see it decrease.
9.2% specifically raised that the travel distance would be a barrier to the elderly and those with mobility restrictions.
44% of those who said they would not be willing to travel further for additional services gave the increased distance as their reason.
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young children, who would struggle or be unable to use public transport.
Some respondents noted that the 474 bus is to be rerouted, meaning that there would be no bus access to the new practice site.
Positive
Patients will have less far to travel.
The new site is seen as having better public transport access.
Availability of free parking spaces at the new practice site.
There are patients who would struggle to use public transport and/or can only access the practice by car.
Because of the parking zones many patients will not have a permit to park near to the new practice site.
4.9% of commenters said that there would need to be parking at Pontoon Dock for it to be good for patients.
5.6% of commenters said that they would be willing to travel further for additional services if there was parking.
Being able to get a physical appointment easily and quickly was the second most frequent issue raised by respondents.
Many respondents are unhappy with the long waiting times for appointments currently, and the lack of availability of physical appointments. More appointments and shorter waiting times was highlighted as a benefit and incentive for the move.
Other respondents saw the move as making it more difficult for them to get appointments, as there will be more patients at one practice.
Some respondents were concerned that they would no longer be able to get appointments as they wouldn’t be able to physically queue up at the practice first thing in the morning.
Some respondents were concerned that because they would have to use unreliable public transport they would be more likely to be late for appointments.
23.3% commenters thought that moving would be good for patients if it meant that there would be more appointments available.
6% of commenters said they would be willing to travel further if availability of appointments improved.
22.5% of the comments left in response to the ‘any other comments’ question concerned the need for more appointments.
Improved services and facilities To have more and improved services. Some respondents expressed unhappiness with the current services.
21.9% thought that moving would be good for patients if the services and facilities improved.
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To have better ‘new and modern’ facilities.
6.6% of commenters said they would be willing to travel further for additional services, and 4.2% said they would be willing to travel further for additional services but not for core GP services.
Longer and more flexible opening hours, including Saturday opening hours
3.8% of the comments on the questions ‘do you think moving to Pontoon Dock will be good for patients’ mentioned the possibility of longer opening hours as an incentive.
Opinion on whether moving to a single site was a positive or a negative was divided.
Some respondents viewed having two geographical sites as a positive because it gave patients two options and two sites they could be close to.
Other respondents viewed moving to one centralised site as a positive as it could reduce confusion, e.g., about which
4.1% of commenters said that two sites would be better for patients, and 8.8% said one centralised site would be better.
Pharmacy Important to have a pharmacy at the new site.
A pharmacy was the most popular additional service suggested under question 5.
Breakdown of survey questions
Question 3: Do you think moving the two practice sites to Pontoon Dock will be good for patients?
48.46% of respondents said that they thought moving the two practices to Pontoon Dock would be a good idea, 31.83% said no they didn’t think it would be a good idea, and 19.71% said maybe it would be a good idea.
57% of the comments on this question raised the issue of travel to the practice. Of those, 36% saw the move as a benefit as it would mean less travel time, and 64% saw the move as a negative as it would mean longer travel time. 21% raised that the increased distance and travel
Yes No Maybe
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time, and no longer being able to walk to the practice, would be an issue for the elderly, the disabled, those with small children, etc.
4.9% of commenters said that there would need to be parking at Pontoon Dock for it to be good for patients.
23.3% of commenters thought that moving would be good for patients if it meant that there would be more appointments available.
21.9% thought that moving would be good for patients if the services and facilities available to them improved; commenters also welcomed new and modern facilities.
3.8% of commenters mentioned the possibility of longer opening hours as an incentive.
4.1% of commenters said that two sites would be better for patients, and 8.8% said one centralised site would be better.
Sample Comments
“I feel that the present Albert Road and Britannia are better placed for being in the community and serving the local community. It's going to be rich people in Pontoon Dock. They will only have to roll out of bed to see the GP while poor me have to sacrifice once again for the rich. Do not believe it will make any difference you have decided already. My strong objection is not about change per se it’s more about my GP services being based in my community. You can make a separate one for the rich.”
“The proposed closure of the surgery at Albert Road will be a great inconvenience to local residents. At the moment, the Albert Road surgery is within walking distance from the North Woolwich foot tunnel to Connaught Bridge. The proposed new location at Pontoon Dock will not be as accessible. I appreciate the bus routes (not very reliable) but by foot it is not accessible. I am very concerned especially for the elderly and not as mobile residents. At its core, the proposal will result in less accessible health services for poorer and older residents in Silvertown/North Woolwich in favour of richer newcomers at the new flats in Pontoon Dock. That is grossly unfair.”
“We won't have a Doctor down here at all? There has always been a Doctor. Not fair. Got all this end as far as Silvertown, big estate, there's plenty of people down this end. Been at practice since Dr Clark had it when I was born. Been there 90 years. Don't think it’s fair to take it all up to Pontoon Dock. I can't drive. I'm 90 - don’t want to move. They should make a practice at Pontoon for new people and leave practice here.”
“Having to travel by DLR or Bus for an appointment or just to pick up a prescription will a hindrance especially for disabled or elderly people living in Britannia Village.”
“Soon the bus route is changing, so they'll be no bus going directly from Woolwich to your new site. So getting to an appointment for the elderly or vulnerable will be more difficult and more costly. Also due to the new parking restrictions in the area, people will struggle to park without receiving parking fines as they have permits for this area and not there. It really isn't what local residents want! We have already had the upheaval of the two surgeries merging and never being able to get an appointment easily and having to chop and change between the two surgeries depending where you have placed the doctors on that day, this is just another annoyance for us all. Please reconsider (that won't happen because you have invested money in the relocation already and this survey is just a tick boxing activity for your paperwork)”
“I will need to walk to Pontoon Dock and there are a lot of constructions sites with trucks coming in and out, which is not safe as not long ago a cyclist was killed by on of this trucks. And on the other side of the road the pathway does not go all the way to Pontoon Dock and it will be dark in the winter, and as a woman I wouldn't feel safe walking there.”
“The practice in Britannia village is located in an ideal place for people who can’t walk to well to get to. If the practice moved all the way over in pontoon dock it could make life hard for those who can’t walk too far, it’s the same for those who live in Albert Road area, but on the flip side it would be good to have a bigger
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practice, with Drs who are working every day. As a few times I've gone to the practice for an emergency appointment to find there's no Drs available.”
“Because there new site will be easier to reach by DLR and buses. Also, there will be thousands of people moving to this area very soon due to new developments and the GP needs to be able to provide the service for everyone. It's already too slow and difficult to get an appointment, so it will be chaotic if the service doesn't improve and change.”
“Only if we are able to get GP appointments more easily and with less of a wait. No point having more services if GP/nurse waiting times are the same or increase!”
“We can hardly get an appointment at one, now two in one with so many new people live in the community. Waiting is too long.”
“It will be good for patients if services are improved, especially appointments and opening hours, and if the building is fit for purpose overcoming the issues with patient confidentially at both the current practices (private reception/not being able to hear conversations in consultation rooms in waiting area).”
“Extra appointments and additional opening hours would be very much welcomed. Pooling the funding and having one high quality, modern location is a good idea.”
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Question 4: Would you be willing to travel slightly further in order to access a GP practice that offers patients more health and care services?
68% of respondents said that they would be willing to travel further, and 32% said that they would not.
44% of those who said they would not be willing to travel further for additional services gave the increased distance as their reason.
6% of commenters said they would be willing to travel further if availability of appointments improved.
6.6% of commenters said they would be willing to travel further for additional services, and 4.2% said they would be willing to travel further for additional services but not for core GP services.
Sample Comments
“The commute itself will add to more time to add into scheduling of your appointment. There will also be practicality based issues e.g. parking and added costs (public transport costs if not driving).”
“I'm 90 years old. This means I have to get on a bus if I'm ill, there's no one to take me. I've always been with the practice at Silvertown.”
“As long as it's mentioned, this will increase the capacity to cope with the area. I definitely think we do need better and more flexible opening hours to cope with the demand and working hours to have as many physical appointments as possible (and not just lots of telephone ones). There could also be machines such as blood pressure to avoid taking nurse/doctor appointments for repeat pill prescription. Also good if we please keep the pharmacy as there is no other close by!!!”
“Good if the facilities are modernised and improved and if there are more GPs to improve waiting times but if this doesn't happen then might as well stay in the same locations.”
“There is nothing more important than my health, and there is such a low number of adequate and caring practices in the area, that I would be more than happy to travel further for better services (in fact I already do, as the Albert Road practice is where I go yet it's not the closest)”.
"It is important to have basic GP services kept local. We use the current surgery for regular check-ups, prescription reviews and blood tests. This is very convenient. We are also happy to travel a little further for
Yes No
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referrals to specialist screening and treatment, but for us and I suspect most people these are less frequent so the extra travel time is acceptable. "
“Why would I want to travel by bus or DLR at my own expense to access a GP service that has always been a 2 minute walk from the home I've lived in for the last 22 years?”
Question 5: We are exploring the possibility of offering additional new services at the new site, Pontoon Dock Surgery. Please tell us which services do you think should be located at the site (please tick your top three choices).
We asked respondents to tick their top three services to be provided at the new site out of a list of possible services. These options, and the responses, are shown above. The five most popular proposed services for the new site were phlebotomy, ultrasound, ECG, optician’s services, and maternity services.
We also included an ‘other’ option and asked respondents to let us know if there were any other services, not listed, that they would like to see provided at the new site. 20% of respondents suggested other services. These included:
Additional suggested services.
No. who suggested it.
Additional suggested services
No. who suggested it.
Pharmacy 16 Paediatric Services 1
Dental Services 6 Weight Loss Clinic 1
Physiotherapy 5 Sterilisation Services 1
Mental Health 5 Mental Health for Young People
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X Ray 4 Child Services 1
Diabetic Clinic 3 Counselling Services 1
Emergency Appointments 3 Cancer Testing 1
Asthma Clinic 2 BV Testing 1
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
Responses
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Stoma Nurse 2 Mammograms 1
MRI 2 Healthy Eating Programme 1
Sexual Health Testing 2 Children Stay and Play 1
Walk In Clinic 2 Chiropody 1
CT 2 Pain Control 1
Ophthalmology 2 Children Centre 1
Minor Surgery Wart, Mole, and Cyst Removal, Skin tag removal 2
Celiac 1
Blood Pressure Tests 1 ENT Service 1
Sexual Health 1 More female doctors 1
Question 6: Currently we are proposing the new practice name should be Pontoon Dock Surgery as the site is located near Pontoon Dock DLR. Do you agree?
76% of respondents agreed with the proposed new name. 24% disagreed. We asked those who disagreed to suggest alternatives. Of those who disagreed, 4% used the question to say that the location is more important and/or that the practice should not move. 9% suggested alternative names. These included:
Suggested Alternative Name No. who suggested it
Suggested Alternative Name No. who suggested it
Royal Docks Surgery 15 Pontoon Doctors Surgery 1
Royal Wharf Health Centre/Surgery 4 Thames Barrier Park Surgery 1
Pontoon Dock Health Centre 4 Royal Docks Practice 1
The Docklands Surgery 3 Thames Surgery 1
Silvertown Surgery 3 Dockside Surgery 1
Britannia Village 2 The Practice Pontoon Dock 1
Albert Road Surgery 2 West Silvertown Surgery 1
Thames Side Health Centre 1 Royal Docks Medical Centre 1
Waterside Surgery 1 Royal Docklands Surgery 1
North Woolwich Surgery 1
Yes No
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Question 7: Do you have any other comments?
27% of respondents left comments.
22.5% concerned the need for more appointments.
8.6% concerned the need for parking
6.6% concerned the greater travel distance
4.6% concerned the benefit of improved services
4.6% concerned having a pharmacy at the new site.
Additional reflections from community engagement
Community group / platform
Key issues raised
Patient Participation Group
The PPG felt that overall the move was a good idea but were concerned about the transport system most particularly the rerouting of the 474 bus, the traffic management, and the lack of bus shelters on the road towards Pontoon Dock. They also asked about parking facilities.
Stall at the Summer Reading Challenge at North Woolwich Library
Community members raised issues including:
Perception that the move to Pontoon Dock was to make the practice more accessible for private patients at the expense of local residents.
Increased time and cost of attending practice for those who have to attend regularly. (one person had to go to surgery once a week for medication)
Traffic jams from people waiting to get on the ferry mean delays, increasing likelihood of missing an appointment.
Public transport will be crowded.
Recognise need for more services and more appointments, but why can’t we have this at Albert Road?
Keep it Albert Road so people who can’t travel can go there.
Job Fair at Royal Docks Learning and Activity Centre
If the lifts at Pontoon Dock Station stop working how will the elderly and disabled get to the practice?
Residents from Royal Albert Wharf, a development area near Gallions Reach, are being told to register at Albert Road.
Practice should link up to the new arts and community studios being developed opposite Pontoon Dock.
There should be a free for all community board at practice.
Discussion with North Woolwich Residents, North Woolwich Library
Residents recognise the need for a bigger practice and more services but the issue is the distance to ravel and the increased cost.
A lot of services are being taken away from this area. Feel that it is social cleansing, moving the practice to within walking distance for rich people while local residents pay for transport.
The new site is not halfway between current sites, it’s closer to Britannia Village
There will be an increased cost to get to the practice – for a patient and someone to support them it would be £6 for round trip.
If the lifts on DLR are out of order people with mobility issues won’t be able to get to their appointments. The ramps at King George V
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are difficult for people with walkers.
Albert Road serves the community. Residents would accept referral to Pontoon Dock for additional services.
Can’t park at Britannia Village – the Parking Zone stops at Connaught Bridge.
Older Women’s Group at Royal Docks Learning and Activity Centre
Felt that the move to Pontoon Dock wasn’t fair and were concerned about the amount of time it will take it get there, particularly for the elderly, and that people who cannot drive and don’t have anyone to drive them won’t be able to access the practice.
Food Festival at Royal Victoria Gardens
Request to know what will happen to the old Albert Road site.
Whether housebound patients will be affected by the relocation.
Need for more pedestrian crossings in Pontoon Dock; getting there on foot is a hassle because there is no footbridge, and the roundabout has little visibility.
What will happen when the developments at the North Woolwich end of Royal Docks begins.
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Who did we speak to? Newham’s hugely diverse population speaks over one hundred different languages and is highly transient - 20% of Newham’s population moves in or out of the borough every year. It is also a very young area. At the time of the 2011 census, it had the youngest population of any borough in the country. Due to this diversity, our engagement approach included strong community engagement as outlined in the engagement tracker.
Key demographic highlights include:
Gender
Male Female Prefer not to say
Under18
18-24 25-34 35-44 45-54 55-64 65-74 75-84 85+ Prefernot to
say
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
Age Groups
Responses
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0.00%1.00%2.00%3.00%4.00%5.00%6.00%7.00%8.00%9.00%
Disabilities
Ethnicity
White Mixed Asian Black Chinese Other
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Recommendations and next steps
The Primary Care Committee will need to consider the issues raised by local residents and take them into account when making decisions on the business case.
In particular, the Primary Care Committee will need to consider the impact of the move of Albert Road Practice on local residents, particular on those who would come under the equality impact assessment, and consider options for mitigation.
The Primary Care Committee will need to put into their plans when they will feedback to local residents on the results of the engagement, and how their contributions have influenced the decisions on this project. The Primary Care Committee may also wish to consider that 30% of respondents said that they wished to be involved and engaged in the relocation going forward, and to consider how local communities can continue to be engaged as the plans progress.
As over 50% of residents who responded to this survey said they didn’t, or maybe didn’t, think that moving the two practices to Pontoon Dock would be good for patients, the Primary Care Committee may want to consider an ongoing communications strategy and change management project with local residents.
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Appendix
Appendix 1: Housebound Patient Survey Report
Albert Road Surgery Relocation Housebound Patient Survey Report
July – August 2017
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Introduction
Newham CCG is proposing to relocate the Albert Road Practice from Albert Road and Britannia Village to a new development site located near Pontoon Dock DLR station, planned to open September 2018. The provider will remain the same, and all the services patients currently receive will continue.
The new building will allow the CCG to offer a modern and accessible practice to all patients in the Royal Docks ward. Over the next ten years the population of this ward is predicted to increase by 20,000 as outlined in our strategic estates plan and already the current sites are nearing full capacity. The new site will be able to serve 30,000 patients, providing additional appointments and opening hours, as well as space for community groups to run health and wellbeing activities.
Following a request from the Primary Care Commissioning Committee, the CCG developed an engagement action plan in order to get people involved and have their say about the relocation. The main engagement activity was carried out over July and August 2017. The CCG’s patient and public engagement team and the primary care commissioning team spoke to over 114 people about the relocation, received 557 survey responses, and attended 14 community engagement events. The results of this engagement have been presented in the Engagement Report.
In order to engage with the 34 housebound patients registered at the practice a separate engagement plan was developed. A tailored survey was developed for the 34 housebound patients served by Albert Road Practice. The Practice reports that 29 housebound patients live close to Albert Road, 4 housebound patients live close to Britannia Village, and 1 housebound patient lives in East Ham.
7 Housebound patients, 21% of the total housebound patients, returned their survey.
These surveys were sent out to them by mail with a stamped addressed envelope, or the option to give their feedback to the practice manager over the phone. In order to ensure they had enough time to respond the deadline for this survey was set as the 25th of August was agreed that this separate short report would be prepared for commissioners to complement then main engagement report.
Key Findings
Housebound Patients Survey Main Engagement Survey
6 out of the 7 respondents felt that the move would be bad for patients, with the final respondent saying ‘maybe’ the move would be good for patients.
48% of respondents to the main survey thought it would be good for patients, 32% said they thought it would be not be good for patients, and 20% said maybe it would be good for patients.
3 respondents made suggestions for additional services. All 3 named Phlebotomy, 2 named Opticians Services, and 2 named Ultrasound. 1 respondent suggested the additional services of respiratory nurse and nurses to do home visits for blood tests for certain medication they are on.
Phlebotomy, ultrasound, ECG, optician’s service, and maternity service were the top 5 services people said they would like to at the new practice site out of a suggested list. Commenters also suggested a range of additional services, of which a pharmacy was the most popular.
The main reasons given by respondents for being against the move was that they would struggle to get to the new site due to being elderly and disabled. They also highlighted the 424 bus service being diverted.
The information provided alongside the survey reassured patients that their services they
Travel time and transport was the most frequent issue raised. It was also the most frequent reason people gave for not being willing to travel further for more services, suggesting that location was valued more.
57% of the comments on this question discussed travel to the practice. Approximately two thirds of
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currently receive in the home and in the practice would continue. However, this increased travel distance was still the main concern raised.
respondents said they will see their travel time and distance increase, and one third will see it decrease.
9.2% specifically raised that the travel distance would be a barrier to the elderly and those with mobility restrictions.
44% of those who said they would not be willing to travel further for additional services gave the increased distance as their reason.
Issues respondents highlighted with the current service included very long waits for referrals to be followed up and long waiting times.
23.3% commenters thought that moving would be good for patients if it meant that there would be more appointments available.
3 respondents said they agreed with the proposed name of Pontoon Dock and 2 said they did not.
76% of respondents agreed with the proposed new name of Pontoon Dock Surgery. 24% disagreed. 9% suggested alternative names of which the most popular was Royal Docks Surgery.
Full Comments
Responses to the question: Do you think moving the two practice sites to Pontoon Dock will be good for patients? Please tell us why.
“North Woolwich/Silvertown has few facilities and we need a doctor locally. Older patients can't travel that far. The bus service is stopping via cross rail start,”
“I am severely ill on oxygen with COPD have chrr's (sp)? In a wheelchair oxygen 24 hours a day. I don't condone the move at all.”
“Because I suffer with arthritis”
“Housebound”
Responses to the question: Do you have any other comments about the current service or about the proposed relocation?
“The 424 bus service will be stopping on crossrail is opened so DLR will be the only transport. How far is the walk for the station going to be. This relocation will benefit the new housing estate not the current users. It a long walk for an appointment already this will make it worse.”
“Lets hope that the doctors can accommodate the elderly when requiring home visits. And that when referrals are made from hospitals they are followed through as I have been waiting since last November for physiotherapy and hydrotherapy!!!!”
“Yes for me I struggle to go to Albert Road. I am housebound would like more home visits. Would like nurse to come to me when I have to do routine blood tests for certain medication I am.”
“We are not happy at all regarding the service you provide us at North Woolwich long wait for appointments when we come to the surgery there are less than ten people waiting some times less than five with only one doctor on duty. If this proposal goes through disabled and elderly people will find it very difficult to get there, also we have just heard the 474 bus route may be converted to serve 'Crossrail' at custom house great news it gets better.”
21
Demographics
2 respondents said they lived in Royal Docks ward, and 3 said they didn’t.
6 respondents said they lived closest to Albert Road practice site; no respondents lived closest to Britannia Village.
6 respondents were female, 1 was male.
3 respondents were 65 to 74, 3 were 75 to 84, and 1 was 85+.
All respondents report a mobility impairment. 4 also had a physical impairment, 1 had a hearing impairment and mental illness, and 2 had a health condition.
3 identified as White British, 1 as White Canadian, 1 as Black Caribbean, and 1 as Mauritian. 1 ticked both the White Irish and the Asian British box.
Recommendations and next steps
The Primary Care Committee will need to consider the issues raised by the housebound patients alongside those raised by the wider patient population and take them into account when making decisions on the business case. In particular:
The Primary Care Committee will need to consider the impact of the move of Albert Road Practice on local residents, particular on those who would come under the equality impact assessment including housebound patients, and consider options for mitigation.
Additionally, despite the fact that the survey reassured patients that the services they currently receive at home and in the practice would continue, the main reason given for objecting to the move was the increased travel distance. This suggests there is a need to build targeted communications to housebound patients in to any communication strategy or change management programme. We should also note that the housebound patients who responded are not completely housebound, and that they do visit practice sites if supported by carers and patients, and that therefore moving the practice will have an impact on them which needs to be considered.
Some patients have raised issues about the long waiting times for home visit appointments. (This was also raised in community meetings). The Primary Care Committee will need to consider the impact of moving to a new site on the ability of the practice to perform home visits, particularly given the controlled parking zones and restrictions on parking.
22
Housebound Patient Survey
Dear Patient,
You may have already heard that there is an opportunity for NHS Newham Clinical Commissioning Group and AT Medics, who provide GP services from Albert Road and Britannia Village to relocate all the primary care services to a new development site located near Pontoon Dock DLR station. Should the proposed relocation of Albert Road Practice, then we are hoping to open the new in September 2018.
We wanted to take this opportunity to reassure you that the provider will remain the same, and all the services you currently receive at home and in the practice will continue. The new site is between Albert Road and Britannia Village and is served by the DLR and regular bus services (see map below).
For the past few weeks we have been talking to local people in the Royal Docks ward to find out what they think about our plans. We have attended community events as well as held drop-in sessions at both Albert Road and Britannia Village practice to talk to people about the relocation.
Over the next ten years the population in the Royal Docks ward is predicted to increase by 20,000 as outlined in our strategic estates plan and already the current sites are nearing full capacity. The relocation of this practice to the new building presents us with a once in a life time opportunity to affordably transform and improve primary care services in this area. The new site will have the capacity to serve 30,000 patients. The GP practice will be required to provide additional appointments and opening hours to meet the needs of the residents.
The new building will allow us to offer a more modern and accessible practice to all our patients. We may also potentially offer new services such as minor surgery as well as space for community activities.
We want to make sure that we provide an opportunity for you to have your say. Your feedback will be used to make sure we make the right decision for local people.
To give your feedback, please complete the feedback form below by Friday 25th
August 2017. Once you have completed the form please place it in the envelope provided and call Margaret Pollard on 0208 104 2222.
Yours sincerely,
Sabeena Subba, Patient and Public Engagement Manager
NHS Newham Clinical Commissioning Group
23
Feedback Form: Relocation of Albert Road Practice
The new development site located near Pontoon Dock DLR will create a modern and state of the art GP practice transforming primary care for thousands of patients
1. Are you a resident in the Royal Docks ward?
Yes
No
2. Which site do you live closest to?
a) Albert Road site b) Britannia Village site
3. Do you think moving the two practice sites to Pontoon Dock will be good for patients?
Yes No Maybe
Please tell us why:
24
4. We are exploring the possibility of offering additional new services at the new site Pontoon Dock Surgery. Please tell us which services do you think should be located at the site (please tick your top three choices).
Mother and baby group
Phlebotomy (Blood Tests)
ECG
Ultrasound
IAPT (Talking Therapies)
Maternity services
Coils and contraceptive
Podiatry
Opticians services
Meeting space for community groups
Other (please specify):
…………………………………………………………………………………
5. Currently we are proposing the new practice name should be Pontoon Dock Surgery as the site is located near Pontoon Dock DLR. Do you agree?
Yes No
Any other suggestions:
25
About You
Helping us to understand more about the patients and the community we serve
NHS Newham CCG is committed to eliminating discrimination and promoting equal opportunities. We want
to deliver and improve our services and ensure they are available to all members of our community. The
data from this form will help us achieve this aim. We will also use this data to report the needs of different
groups of people. The information you provide on this form will remain confidential and only used for
monitoring.
Q9. Are you:
Male Female Prefer not to say
Q10. What age group are you in?
Under 18
18-24
25-34
35-44
45-54
55-64
65-74
6. Do you have any other comments about the current service or about the proposed relocation?
Please turn over
26
75-84
85+
Prefer not to say
Q11. It helps us to know whether we are reaching all disabled people. Can you please select the
relevant impairment (disability) group below? You can tick more than one box, if appropriate.
Physical impairment
Hearing impairment
Learning difficulties
Mental illness
Mobility impairment
Visual impairment
Deaf BSL user
Blind
A health condition e.g. HIV, multiple sclerosis or cancer
Other
Prefer not to say
Not applicable
Q12. How would you describe your ethnic origin?
A. White
British Irish
Polish
Lithuanian
Romanian
Other Eastern European (specify) ________________________
Any other white background (specify) ________________
B. Mixed
White and Black Caribbean
White and Black African
White and Asian
Please turn over
27
Any other mixed background (specify) ________________
C. Asian
British
Indian
Pakistani
Bangladeshi
Sri Lankan Tamil
Any other Asian background (specify) ________________
D. Black
British
African
Caribbean
Nigerian
Somali
Ghanaian
Any other Black background (specify) ________________
E. Chinese
British
Chinese
Other (specify) ________________
F. Other ethnic groups
Irish Traveller
Roma Gypsy / Traveller
Other (specify) ________________
Prefer not to say
Please turn over
Appendix 2: Engagement Tracker
Date Community
Group Engagement Activity
Numbers engaged
Key points and issues
Wednesday 12th July - Monday 7th August
Royal Dock Ward
Promote online survey through their local networks
Thursday 13th July
Patient Participation Group members
Presentation and discussion at Patient Participation Group meeting
6 Overall think it’s a good idea. Only fear is transport system. • It is important that the practice is accessible by bus – the council is planning to change the bus route to link with the new Elizabeth Line. • Are you planning to have regular doctors or locums? It’s important to have regular doctors. • The DLR is getting more and more congested. • Traffic Management – will they be improving this? There’s been accidents at traffic lights. • Victoria Gardens to Pornell Bus Stop going west have no shelters or sittings. This is not good for elderly people who are feeling sick. They were taken away – they must be put back. This is a temporary situation that has gone on five years. All this (the move) depends on the buses. • Commissioner asked if people would like a dial a bus - not easy, they don’t come around any time people want them. Worth looking in to. • Will there be parking facilities? • This all sounds good and is what is needed in the area. My worry is patient capacity and doctors. I find it impossible to get an appointment now. • Worried new people who are clued up on technology will get ahead and other people will be left behind. • Good to have the name go with the DLR station. Is it a health centre? You want people to know what it is.
29
Saturday 15th July, 11am to 3pm
Summer Reading Challenge at North Woolwich Library
One to one, surveys.
12 On the move: • They want to get more private patients, and we’re the ones who have to pay more to travel to the new surgery ‘we knows it for private patients’. • All but one of my medicines isn’t available on repeat prescription - I have to go to the surgery once a week. I’ve been in agony sometimes when I couldn’t make it. Daunting to travel to Pontoon. Plus will have to get two buses. £3 a week out of my money is a lot. • Will there be disabled car parking? Will it be by the practice? • There are traffic jams of people waiting to get on ferry - tail backs up past the current practice - so it’s difficult to get to the practice. If you get there 6 minutes late the appointment is cancelled. If the Dr is 15 minutes late you have to accept that. • If we could travel that far, we’d go to Cyprus. • Transport will be very crowded at times of appointments - buses and DLR crowded with children going to school. • The Elderly and Mums with babies - I saw a Mum with three children struggling in reception the other day, how will she get to Pontoon Dock? • I recognise that we need something like this with more doctors and appointments, but why does it have to be here? Why can’t we have it at Albert Road? • Keep it open on Albert Road site so patients who can’t travel can go there/ Patients who go on a regular basis, who are there once a week, who have mobility issues. On the Surgery: • You call on Monday and they’ve no or appointments, never any appointments. • You can’t get through at 8am and then they’re all gone by 8.30am - receptionist wants to know what you need the appointment for - there’s inconsistency - was told there was no appointments but after they said it was urgent the receptionist had an appointment for 10.30am • New company is taking in private patients you see them coming in and out. • The mental health team asked if I wanted to continue going to them or go to GP. I said GP, but I haven’t been able to get an appointment in five weeks.
30
Wednesday 19th July, 11am to 2pm
Job Fair Event at Royal Docks Learning and Activity Centre. Spoke to volunteers, stall holders, and participants.
Hand out flyers 15 Improved services and more appointments are good and necessary, but ensuring that transport is right, and giving assurance of that to local residents, is key to making this work. - Important that here is a good number of parking spaces close to the practice – people’s parking permits won’t reach that far. - At the moment get appointments by visiting the practice at Albert Road – won’t be able to do that at Pontoon dock. - Pontoon Dock station is high up – if the lifts stop working how will the elderly and disabled get to the practice? - Residents from Royal Albert Wharf, which is a development area near Gallions Reach, are being told to go and register at Albert Road as it is the closest practice to them. - With the new community and old community coming together in practice there should be a space for a free for all community board where people can find out what’s going on, and connect with each other. - There are new arts and community studios being develop opposite pontoon docks – good to link up http://www.v22collection.com/silvertown/ - It’s shame if people can’t make it to their appointments in time because of the bad traffic are then penalised. - Concerned this isn’t joined up with TFL - Concerned there’s is a lot of elderly who use Albert Road. Could you have a small satellite for the elderly who don’t have a car to touch base with the Doctor? - Other services – Arts Therapy, Young People Psychological Services, Parenting Support/Education, engagement with behavioural chance, mental health.
31
Thursday 20th July, 5pm to 6.30pm
Discussion with North Woolwich residents, North Woolwich Library
Discussion with core group
9 • Travelling to the Practice will take longer on less reliable transport, increasing the risk that a patient will be delayed and will lose their appointment. • The 474 bus route is being permanently diverted up and will not go past the new Practice Site. • The new site is not halfway between the current sites, it’s closer to Britannia Village. There will be an increased transport cost to get to the new practice. For one patient and someone to support them it will cost £6 for the round trip. • If the lifts on the DLR are out of order, people with mobility issues won’t be able to get to appointment. The ramp up to the lift at King George V is difficult for people with walkers. There are lots of people with mobility scooters around here. • Albert Road serves our community. We would accept a referral down to Pontoon Dock for an additional service. • There are only limited time slots in morning and afternoon when I would be able to travel in between school and nursery runs. • This is a multi-generational community which seems to be forgotten. A lot of services have been taken away. • We’re not saying we don’t need bigger practice and more services, we’re saying the trouble is the distance we’ll have to travel and the cost. • Concerned, if Practice moves to Pontoon Dock, what other catchment areas will this area fall in and what choices will be available. • Lloyds Pharmacy in North Woolwich will lose customers if there is a chemist next to Pontoon Dock. • Services are being moved away. Feel that it is social cleansing, moving the practice to in walking distance for rich people while local residents pay for transport. • Albert Road Practice isn’t falling down. Why can’t it be developed? • There was a suggestion of a shuttle bus, but majority felt that this would be too expensive and the practice won’t. • Can’t park at Britannia Village – the Parking Zone stops at Connaught Bridge. One resident said that if she can’t park at Pontoon Dock she would have no way to get there.
Thursday 20th July, 1.40pm to 2pm
Older Women's Group at Royal Docks Learning and Activity Centre
Hand out flyers and surveys
10 People reported that there is a lack of appointments at Albert Road, and that people go and queue in the morning to get an appointment. One woman was offered a telephone consultation between 9am and 5pm which meant she had to stay in the house all day. People felt the move to Pontoon Dock wasn't fair they were concerned about the extra time it will take to get there, particularly for the elderly, that they wouldn't be able to queue for appointments at Pontoon Dock, that parking permits don't extend that far, that people who cannot drive and don't have anyone to drive them won't be able to access the practice.
32
Saturday 22nd July, 1pm to 6pm
Food Festival in Royal Victoria Gardens
One to one, surveys.
17 If Albert Road is relocated what are the plans for the old site and who owns it? Concerned what will happen with the building - the community centre was built taller than they said and blocks the light, concerned they will mirror this on the other side of the ward. Will housebound patients be affected by the relocation i.e. controlled parking zone in North Woolwich? Need more pedestrian crossings in Pontoon Dock. Getting there is a hassle - no footbridge. No crossings until Pontoon Dock. Roundabout has little visibility. Albert Island is up to be renegotiated for residential development. What will happen when there are developments around the other end of Royal Docks ward?
20th July
Text message to patients
text message to patients sent by practice to inform them of the move and questionnaire
Sent to 6,429. 35 replies via text message.
People asking why, some saying okay/ good as it’s not as far from them as Albert Road, people saying that they are not happy because it is too far for them.
Saturday 5 August, 12pm to 4pm
Event on Britannia Village Green One to one,
surveys
0 face to face; information shared over PA system to approx. 50 adults and 30 children.
Bad weather meant the event was rained off. NCCG spoke to the approximately 50 adults and 30 children in attendance over the PA system about the relocation and invited them to engage at their stall, but no one approached the stall.
Approximately once a week 13th July to 4th August
Engagement at Albert Road Practice site during opening hours
One to one, surveys.
43 people in total
Access, decision already made. Didn't agree with it as further to travel; some people refused to do the questionnaire as 'you're going to do it anyway.' One person said wouldn't mind travelling further as long as the additional services were there.
Approximately once a week 21st July to 7th August
Engagement at Britannia Village site during opening hours.
One to one, surveys
11 people in total
Majority on board with the move. Issue of being unable to get an appointment currently raised, asking would there be more doctors/better able to get an appointment at the new site. Some of the people spoken to had already done the questionnaire
Sent 27th July, with a deadline for
Engagement with Housebound
Tailored surveys sent through the post.
34 surveys sent out; 6 surveys
All respondents so far have said no, they don’t think the proposed move will be good for patients. Three included comments which all gave as their reason that it would be harder for elderly and disabled patients to visit the Pontoon Dock site. One respondent
33
responses of Friday the 25th August
Patients received back as of the 11th August.
said that they struggle to get to Albert Road, and would like to have more home visits. A full report will be prepared for commissioners after the deadline has passed.
Appendix 3: Survey
Albert Road and Britannia Village GP Practice Relocation Survey Why are we doing this survey? The Albert Road Practice run by AT Medics is currently located at Albert Road and Britannia Village. NHS Newham Clinical Commissioning Group are planning to relocate all the primary care services to a new development site located near Pontoon Dock DLR station. The planned opening will be September 2018. The provider will remain the same, and all the services you currently receive will continue. The new site is halfway in between Albert Road and Britannia Village and is served by the DLR and regular bus services. Please see the map below to see where we will be. The new building will allow us to offer a more modern and accessible practice to all our patients. We may also potentially offer new services such as minor surgery as well as space for community activities. Over the next ten years the population in the Royal Docks ward is predicted to increase by 20,000 as outlined in our strategic estates plan and already the current sites are nearing full capacity. The relocation of this practice to the new building presents us with a once in a life time opportunity to affordably transform and improve primary care services in this area. The new site will have the capacity to serve 30,000 patients. The GP practice will be required to provide additional appointments and opening hours to meet the needs of the residents. We want to find out what patients think about the preferred move. Your feedback will be used to help us develop a new practice site that meets patients’ needs. Please complete the survey by 7th August 2017. You can also complete the survey online https://www.surveymonkey.co.uk/r/pontoondocksurgery For more information please contact: [email protected] or [email protected] at NHS Newham Clinical Commissioning Group.
The new development site located near Pontoon Dock DLR will create a modern and state of the art GP practice transforming primary care for thousands of patients
35
1. Are you a resident in the Royal Docks ward?
Yes
No
2. Are you a:
a) Patient registered at this
practice
b) Carer of a patient
registered at this practice c) Both
5. We are exploring the possibility of offering additional new services at the new site Pontoon Dock Surgery. Please tell us which services do you think should be located at the site (please tick your top three choices).
Mother and baby group
Phlebotomy (Blood Tests)
ECG
Ultrasound
IAPT (Talking Therapies)
Maternity services
Coils and contraceptive
Podiatry
Opticians services
Meeting space for community groups
Other (please specify): …………………………………………………………………………………
3. Do you think moving the two practice sites to Pontoon Dock will be good for patients?
Yes No Maybe
Please tell us why:
4. Would you be willing to travel slightly further in order to access a GP practice that offers patients more health and care services?
Yes No
If no please tell us why:
36
8. Would you be interested in getting involved?
Yes
(This could involve attending engagement meetings to receive an update about the relocation or giving feedback through an online survey or by email.)
No
If yes please provide your contact details below: Name: ……………………………………………………………………………………….. Email address: ……………………………………………………………………………….. Phone Number: ………………………………………………………………………………. Post Code: …………………………………………………………………………………….
6. Currently we are proposing the new practice name should be Pontoon Dock Surgery as the site is located near Pontoon Dock DLR. Do you agree?
Yes No
Any other suggestions:
7. Do you have any other comments?
37
About You Helping us to understand more about the patients and the community we serve NHS Newham CCG is committed to eliminating discrimination and promoting equal opportunities. We want
to deliver and improve our services and ensure they are available to all members of our community. The
data from this form will help us achieve this aim. We will also use this data to report the needs of different
groups of people. The information you provide on this form will remain confidential and only used for
monitoring.
Q13. Are you:
Male Female Prefer not to say
Q14. What age group are you in?
Under 18
18-24
25-34
35-44
45-54
55-64
65-74
75-84
85+
Prefer not to say
Q15. It helps us to know whether we are reaching all disabled people. Can you please select the
relevant impairment (disability) group below? You can tick more than one box, if appropriate.
Physical impairment
Hearing impairment
Learning difficulties
Mental illness
Mobility impairment
Visual impairment
Deaf BSL user
38
Blind
A health condition e.g. HIV, multiple sclerosis or cancer
Other
Prefer not to say
Not applicable
Q16. How would you describe your ethnic origin?
A. White
British Irish
Polish
Lithuanian
Romanian
Other Eastern European (specify) ________________________
Any other white background (specify) ________________
B. Mixed
White and Black Caribbean
White and Black African
White and Asian
Any other mixed background (specify) ________________
C. Asian
British
Indian
Pakistani
Bangladeshi
Sri Lankan Tamil
Any other Asian background (specify) ________________
D. Black
British
African
39
Caribbean
Nigerian
Somali
Ghanaian
Any other Black background (specify) ________________
E. Chinese
British
Chinese
Other (specify) ________________
F. Other ethnic groups
Irish Traveller
Roma Gypsy / Traveller
Other (specify) ________________
Prefer not to say
40
Appendix 5: Full Ethnicity Breakdown
201
6 8
11
11
59 8 8 7 19
22
35
12
7
3 11
35
32
9 7
2 5 7
15 6
8 1 0 15 9
Ethnicity
White British
Irish
Polish
Lithuanian
Romanian
Other Eastern European or otherwhite backgroundWhite and Black Caribbean
White and Black African
White and Asian
Any other mixed background
Asian British
Indian
Pakistani
Bangladeshi
Sri Lankan Tamil
Any other Asian background
Black British
African
Caribbean
Nigerian
Somali
Ghanaian
Any other Black background
British Chinese
Chinese
Any other Chinese background
Irish Traveller
Roma Gypsy / Traveller
Prefer not to say
Other
