Haslemere Health · PDF file28/03/2014 · NBSurvey, to enable the ... Haslemere Health Centre Local Patient Participation Report 2014 | 11 Each survey can be used on

Haslemere Health Centre

Haslemere Health Centre, Church Lane, Haslemere,GU27 2 BQ.

Practice Manager: Stephanie Ashdown

T:01428 748206

Local Patient Participation

Report March 2014

Haslemere Health Centre Local Patient Participation Report 2014 | 2

Executive Summary The following report outlines requirements for a Local Patient Participation Report to satisfy the

PP-DES 2011 – 2014 requirements as directed by the;

THE NATIONAL HEALTH SERVICE ACT 2006

The Primary Medical Services (Directed Enhanced Services) (England) (Amendment) Directions

2011 Insertion of new direction 12A - “Patient Participation Scheme”.

The survey results in this report have been collated since 1st April 2013, and continue on from

results in the 2013 Local Patient Participation Report.

Haslemere Health Centre,

Church Lane,

Haslemere,

GU27 2 BQ

Practice

Manager:

Stephanie

Ashdown

Number of full time doctors 9

Number of patients 18200

The practice engaged with NETbuilder to provide their comprehensive managed survey solution,

NBSurvey, to enable the collection of views from patients in multiple locations across various

demographic groups. This enabled us to canvass our patients opinions via an input channel most

suited to them, from in-practice touch screen kiosk, through to virtual online surveys.

The practice has a virtual Patient Reference Group. This means that patients are invited and

encouraged to give their feedback via surveys on various aspects of the practice in a number of

ways. The current number of PRG Members is 11 and recruitment is on-going.

Results Summary

Item Total

Number of Surveys 2

Number of Responses 71

Number of Input Channels 1

Summary Outcomes & Action Plan – PPDES Year 3 Results

During our third year the Group has become more functional and more aware of its purpose. We

have looked at the following areas from our March 2013 Action Plan:-

Booking an appointment online – this has been recently installed but from early reports/feedback

patients like it and it is working well. The practice is gradually signing patients up to the new

system.


In addition to the ability to book appointments on online, patients can now securely order repeat

medication online. The new system allows the patient to view past repeats and select exactly what

they require. This reduces the risk of errors and is available 24 hours a day, seven days a week.

Length of time waiting to see a GP or Nurse – the notice on the patient screens remains in place in

the waiting room and continues to give any patient the ability to come to the front desk without

feeling awkward or that they are complaining, if they feel they have been waiting an excessive

amount of time.

The Group have looked at other areas too and feel they have made good progress but will strive to

make further improvements during 2014.


CONTENTS

Executive Summary 2

Results Summary 2

Summary Outcomes & Action Plan – PPDES Year 3 Results 2

About The Practice 6

The Doctors 6

Partners 6

Salaried Doctors 6

GP Registrar 6

Practice Staff 6

Practice Nurses 6

Diabetic Special Nurses 6

District Nurses 7

Healthcare Assistants 7

Health Visitors 7

Opening Hours 7

Home Visits 7

When the Surgery is closed 7

Local Survey Methodology 8

The NBSurvey Methodology 8

Input Channel Evaluation Criteria 12

Patient Reference Group 15

PRG Membership 15

Member Profiles 15

PRG Recruitment & Representation 15

PRG Agreement of Priorities 16

Results, Outcomes& Findings 17

Summary Information 17

Survey results by Input Channel 17


Summary of Demographics Survey: 17

Representation of Registered Patients 18

Survey Results 18

Discussions & Action Plans 20

Summary of Year 1 Outcomes & Action Plan 20

Implementation of Year 1 Outcomes and Action Plan 21

Year 2 of the PPDES - Discussions 21

Year 2 of the PPDES - Action Plans 21

Year 3 of the PPDES - Discussions 22

Year 3 of the PPDES - Action Plans 22

Summary of the PPDES 2011-2014 23


About The Practice

Our Practice is based at Haslemere Health Centre, with a branch surgery at Fernhurst. As well as 8

partners, we have 4 salaried doctors working at the practice and 2 GP Registrars as the practice is

also actively involved in GP training.

We have close links with Haslemere Hospital, which is adjacent to the Health Centre. The practice

offers a range of primary care services, as well as supporting the important role of the Hospital.

The Doctors

Partners

Dr. Mark Hurst MBBS, MRCS, LRCP

Dr. Jeremy Cornish MBBS, MRCS, LRCP, DRCOG, DFFP

Dr. Sarah Whitaker MBBS

Dr. Marcus Panchaud MBBS, DRCOG, MRCGP

Dr. Melanie Cant MBBS, DCH, DRCOG, FPCert, MRCGP

Dr. Phil Ridsdill Smith MBBS, MRCGP, DRCOG, DCH, DFFP

Dr. Nolan Geeves BM DRCOG DFFP MRCGP

Dr. Alex Higham MB BChir, MA, MRGCP

Salaried Doctors

Dr Ros Ballance BM (1993) Southampton MRCGP DFFP

Dr Emma Hampson MBBS (1997) London

Dr Rob Oram MBBS (1999) London

Dr Carolyn Housley MBBS MRCGP(2002) London

GP Registrar

Dr Russell Ward GP Registrar

Dr Claire Bourner GP Registrar

Practice Staff

Practice Nurses

Mrs Karen Panchaud RGN (Nurse Practitioner)

Mrs Kay Greene RN RM

Ms Gaby Beauchamp RGN

Mrs Rebecca Gillham RGN

Mrs Lindsey Littlefield RGN

Diabetic Special Nurses

Mrs Karen Panchaud RGN


District Nurses

Our team of experienced district nurses have an office at the Health Centre and can be contacted

via the switchboard on (01483) 782000 or directly on (01483) 782374, 782375 and 782389. At

weekends they can be contacted on 01483 782300. If a patient wishes to send a fax, the number

is 01483 782378. The district nurses provide a range of nursing care to patients in their own homes

and support and advise family members.

Healthcare Assistants

Mrs Debra Knapp

Mrs Brenda Lloyd

Our healthcare assistants support the nursing team by providing phlebotomy (blood taking) clinics

as well as monitoring blood pressure, simple dressings and taking ECGs. They also provide

administrative support in the chronic disease management of our patients.

Health Visitors

The Health Visitors are based at the Health Centre and are available for advice on health care for

families with young children. They hold child health clinics, parent classes and postnatal support

groups. They can be contacted between 9.00 am and 10.00 am Monday to Friday or messages can

be left on 01483 782376.

Opening Hours

Monday to Friday 8.30am - 6.30pm

Every Wednesday 7am to 8pm and alternate Tuesday and Thursday 7am to 8pm.

Routine appointments can be requested directly with the receptionists, by phone, on-line or by

using the automated booking system (24 hours).

There are emergency slots available each day for patients who are worried about a condition that

they have had for less than 2 weeks and have not seen a doctor about the problem previously.

Home Visits

Home visits are available for patients who are too ill to visit the surgery.

When the Surgery is closed

If a patient needs medical help when the surgery is closed they are advised to call the normal

surgery number and will be offered the phone number for NHS 111 for medical advice or 999 in an

emergency situation.


Local Survey Methodology

The practice engaged with NETbuilder to provide their comprehensive managed survey solution,

NBSurvey, to enable the collection of views from patients in multiple locations across various

demographic groups. This enabled us to canvass our patients opinions via an input channel most

suited to them, from in-practice touch screen kiosks / laptops, through to virtual online surveys.

Findings from previous studies carried out by NETbuilder exposed that multiple short surveys with

a maximum of 8-10 questions each are more effective than one long survey running continually

throughout the survey period. Each survey was customised to the investigational design and

measures, for example measuring how effective it is for patients to get an appointment using a

short survey (The Access Survey). Additionally, this encourages patients to give feedback for the

areas relevant and important to them.

The NBSurvey Methodology


Step Description Surgery Comments / Experiences

Continual

Development of

Patient Reference

Group (PRG)

The PRG is a representative group of

patients from the practice. They are

responsible for providing feedback to

surveys and collaborating with the

practice to analyse the results and

agree realistic change opportunities.

Although we had an initial drive to

recruit as many people as possible,

this is an on-going process so that any

of our patients, new or current, have

the opportunity to contribute.

We have recently had one resignation

from the Group but another patient

has come forward to fill that gap. The

Group feel that 11 is a good number

for representation of the practice and

we have a range of age groups and

genders to ensure a balanced view.

Two further resignations due to time

constraints came during 2013 but

these have been replaced with 2 new

members. The group feels that this is

a good thing as new ideas and fresh

opinions are contributed.

Determine Priority

Areas

Key areas include but are not limited

to the following:

• Access

• Overall Satisfaction

• Seeing a Doctor

• See a Nurse

• The Reception

• The Surgery Environment

• Demographics

• Specialised Clinics (e.g. Flu,

Vasectomy)

The PRG and other patients complete

the Patient Priorities Surveys to

priorities the areas (above) to

determine the order in which key

areas are addressed by the practice.

Patients are also given the

opportunity to provide comments

regarding other areas they would like

to see addressed.

The Patient Priority survey in 2011

gave us the areas of priority that

patients wished to look at first.

Results were reported in the 2012

report. The surveys we ran in year

one (2011/12) were:

• Access


• Seeing a Doctor or Nurse

• Demographics

In year 2 we repeated the following

surveys to get a comparison of results

over the 2 years:

• Access


• Seeing a Doctor or Nurse

• Demographics

In year 2 we also added the following

new surveys which were also

identified in the Patient Priorities

Original Survey:

• Reception

• Surgery Environment


In year 3 we concentrated on the two

new surveys which were added in

year two:

• Reception

• Surgery Environment

The main targets for 2014 have

been collectively decided as:-

• Look into the spacing of chairs

in the Waiting Room;

• To try and increase the

number of participants in the

surveys during the year;

• Look at improving the

knowledge of our

receptionists to deal with

patient enquiries;

• Continue to work on reducing

waiting times for patients.

Design & Build

Surveys

The practice work closely with

NETbuilder to design and build the

surveys. Each survey is designed to

measure the patient’s view of the

identified key areas.

Each survey contained between 8-10

questions. Patients are able to

choose to complete the surveys they

believe are relevant to them and

ignore those that are not.

The practice collaborated with

NETbuilder and the PRG in 2011 to

agree the questions in the 2011/12

surveys.

We then worked with them both

again in 2012 to agree the next set of

surveys and agree the questions for

2012/3 and 2013/4.

Decide on Input

Channels and

Publish Surveys

The practice worked closely with

NETbuilder to agree which input

channels are suitable for the surgery

and patients.

Input channels available are:

• Surgery Kiosk

• Web Portals

• Laptop

• Paper

• Face to Face

In years 1, 2 and 3 of the PP DES , we

used the Input Channel Evaluation

Criteria to help us decide which

channels to use for Haslemere’s

Surgery and decided on an:

• In-surgery Kiosk: to capture

patients from all demographics

visiting the surgery;


Each survey can be used on

(published to) one or more of the

input channels listed above.

• Web Site: open to all practice

patients

Advertise Feedback

Channels

Inform patients of the available input

channels and current surveys, in order

to create a greater number of

participation responses. Types of

promoting include but is not limited

to:

• Encouragement slip given by the

doctor

• Posters

• Leaflets

• News Letters

• Encouragement from all Practice

Staff & PRG

• Surgery Website

• Notice Board

Encouragement slips are given out by

Practice Nurses and GPs.

Both patient screens in the waiting

room have a rolling message on them

asking patients to take part in the

survey.

The website has a link to the survey at

the top of the Home Page.

During 2013-14 the PRG Lead

Member has represented the practice

Group at several meetings

throughout the year, namely the

Guildford and Waverley Patient

Group meetings and also the Public

and Patient Engagement Group

meetings. The Lead then feeds back

to the practice Group points of

interest.

Capture Patient

Experience

Patients complete surveys using the

available input channels as listed

above.

It has taken a little time to get

patients interested and aware of the

new kiosk in the surgery and the

website link on our website but we

feel this will improve each month.

The practice manager emailed

approximately 100 patients asking

them to take part in the survey.

Those patients will also receive a

direct copy of the outcome report.

Produce &

Distribute Reports

Results in the form of reports are

produced for each individual survey

and distributed via the Practice

Website, Practice Meetings, Surgery

Notice Board, PRG consultations.

The survey results have been fully

circulated to our PRG and placed on

the website.

Collaborate with

PRG to Analyse

Results

The Practice Manager will discuss &

analyse the survey results with the

Practice Doctors and then discuss

The results were discussed at a GP

practice meeting during March 2014 .


Input Channel Evaluation Criteria

Input Channels should be thoroughly evaluated for their suitability for use by patient belonging to

a practice. The following table describes the advantages and disadvantages of each input channel

currently supported for practices.

Input

Channel

Advantages Disadvantages

Paper

Surveys

� Suitable for a large percentage of

patients across most services

� Known and trusted media for many

patients

� Production, deployment and

collection of surveys required

� Data input required

Public Web

Surveys

� Instant feedback

� Fast deployment of survey

� Limited to patients with internet

access

with the PRG for further analysis. Following a discussion with the

Doctors, the results and analysis were

distributed to the PRG asking for their

contributions and thoughts towards

the final action plan.

Agree Action Plan Detailed action plans are created at

the end of year one (2011/12), end of

year two (2012/13) and end of year

three (2013/2014) of the PPDES

An agreed action plan between the

PRG & Surgery was created after the

year one results (2011/12) according

to the outcome of the analysis from

the results.

A further action plan has been

created following the year two results

(2012/13).

Details of the year two action plan are

provided in the section Discussions &

Action Plans below.

Details of the year three action plan

are provided in the section

Discussions & Action Plans below.

Implement Change Practice must obtain the agreement

of its local PCT to its proposals for any

significant change, e.g. change of

opening hours.

Approved changes can then be

implemented.

Details provided in the section

Discussions & Action Plans below.


� Easily changeable � Limited to patients with the ability

to use technology

Email

Surveys



� Easily changeable

� Excellent for tracking feedback for

specific treatments (e.g. specialised

clinics)

� Limited to patients with internet

access

� Limited to patients with the ability

to use technology

� Limited to patients with email

accounts

� Limited to patients who have

provided Trust with email addresses

Phone

Surveys




� Excellent for tracking feedback for

specific treatments

� Limited to patients with telephone

access


to use a telephone

� Additional cost to practice

Touch

Screen

Kiosks

� Immediately and conveniently

accessible before and after

appointments





and willingness to use a touchscreen

kiosk

� Requires suitable physical location

Touch

Screen

Tablets /

Laptops





accessible before and after

appointments

� Portable

� Fashionable


and willingness to use a touchscreen

tablet

� Requires overnight charging

Standard

Desktop





accessible following treatment


and willingness to use a desktop PC

� Requires suitable physical location

� Requires protection from being

damaged, lost or stolen

Face to Face

interviews

� Instant feedback (proving tablet

used to input response)




� Canvasser must be independent

� Additional resource required

� Patients may be reluctant to give

honest answers to canvassers


accessible following treatment

� Patients able to converse with a

person, puts at ease

� Rapport building


Patient Reference Group

PRG Membership

In year 3 the PRG have met 4 time. The meetings have proven useful and pro-active.

The Group has focused on the issues raised from the year 2 surveys which continue to reflect

access issues. The triage system introduced during 2013 has been extended to include afternoon

surgeries. As denoted in our previous Report, the practice has purchased a new telephone system

to enable patients to contact the surgery more easily and efficiently. The system is now on a local

number which also reduces the costs to our patients calling in.

Additionally, the practice has expanded patient’s ability to book appointments and request repeat

medication on-line both in and outside working hours. Patients are being actively encouraged to

sign-up to this service.

To increase patient access outside of working hours, the practice has re-introduced early morning

and late evening surgeries on various days of the week.

The on-site 100 hour pharmacy continues to provide an excellent one-stop service for patients

visiting the surgery and they have also now employed a delivery person to ensure that elderly and

incapacitated patients receive their medication. The feedback from patients has been very

positive.

The Group Lead is extremely pro-active and has maintained and expanded her attendance at

external meetings with the larger Guildford & Waverley CCG Patient Participation Group,

encompassing practice PPG members from all the practices within the Guildford and Waverley

area.

Member Profiles

Members of the Patient Reference Group are recruited from patients registered at Haslemere and

at our branch surgery in Fernhurst.

The practice has a ‘virtual’ Patient Reference Group. This means that patients are invited and

encouraged to give their feedback via surveys on various aspects of the practice in a number of

ways; by accessing surveys from the practice website, completing a survey whilst they are in the

practice using the ‘kiosk’.

In addition to this, the Practice has met with a smaller group of patients who will be the link for

patients of Haslemere Health Centre with Guildford and Waverley CCG, ensuring the flow of

information both to and from the Board.

PRG Recruitment & Representation

In order to ensure that members of the group are fully representative of our registered patients,

the Surgery uses the following means to recruit:


• The practice website

• Notices on the patient call screens in the waiting area

• Invite on new patient registration forms

The current number of PRG Members is 11. Recruitment is on-going using all the methods

described above.

Note: Feedback is not solely reliant on the PRG, surveys are also completed by other Patients from

the Practice via the surgery kiosk and web portals etc.

PRG Agreement of Priorities

The Practice referred to the Patient Reference Group for agreement of priorities to look at by

organising a Patient Priorities Survey in year 1 of the PP DES. All means of communication as

described earlier in this report were used to gain feedback from the Patients. The Patient Priorities

Survey asked which of the following were considered a priority area to look at; Access (getting an

appointment), Overall Satisfaction, Seeing a Doctor, Seeing a Nurse, The Reception and The

Surgery Environment. The results:

The Results show that Patient prioritised the areas as follows:

1. Seeing a Doctor (87.50%)

2. Access (getting an appointment) (85.94%)

3. Overall Satisfaction (81.25%)

4. Seeing a Nurse (71.88%)

5. The Reception (54.69%)

6. The Surgery Environment (50.00%)

In year two we repeated the following surveys to get a comparison of results over the 2 years:

1. Access

2. Overall Satisfaction

3. Seeing a Doctor or Nurse

4. Demographics

In year two we also added the following new surveys which were also identified in the Patient

Priorities Original Survey:

1. Reception

2. Surgery Environment

In year three we used the two additional surveys from 2013:-

1. Reception

2. Surgery Environment


Results, Outcomes& Findings

Summary Information

Item Total

Number of Surveys 2

Number of Responses 71

Number of Input Channels 1

Survey results by Input Channel

Input

Channels

Survey Website Total

Reception 38 38

Surgery Environment 33 33

Total 71 71

Summary of Demographics Survey:

The following report provides a summary of the demographics for patients that have completed

surveys during year 2 of the PP DES. This includes both PRG Members and other practice patients.

The Summary of the demographics are:

• 52.50% of the patients were female and 47.50% of the patients were male

• The percentile breakdown of age category of the patients were:

o under 18 – 12.50%

o 18-30 years old – 20%

o 31-40 years old – 20%

o 41-50 years old – 15%

o 51-65 years – 20%

o Over 65 – 12.50%

• The percentile breakdown of employment status is:

o Employed – 57.50%

o Full-time education –15%

o Fully Retired – 12.50%

o Unemployed – 7.50%

o Other – 7.50%

• Of those who said they wereemployed 82.61% worked 30 hours or more per week

• 37.50% of patients have long standing conditions including age related conditions

• 62.50% of patients said that they were not a parent or legal guardian of children under 16 years

currently living at home

• Patients described their ethnicity as:


o White – 97.50%

o Mixed – 2.5%

• Patients were asked which best describes them:

o Heterosexual or Straight – 92.50%

o Would prefer not to say – 5%

o Gay/Lesbian – 2.5%

• Of the 45% of patients who said they were religious, they described their religions as:

o Christian 94.44%

o Sikh – 5.56%

Representation of Registered Patients

Haslemere Health Centre can confirm that the feedback has been provided by a small

representative group of its registered patients and the practice will continue to encourage patients

to take part to increase representation.

The current group members have been encouraged to talk about the Group to their friends and

colleagues to ensure that patients are aware of it and so the member can relay any points they

raise back to the Group.

The Lead Member represents the Group on several larger PRG’s thus ensuring that the views and

concerns of the Group are known to a wider circulation of people.

Survey Results

Detailed reports for each survey can be found on Haslemere’s

Website:http://www.haslemerehc.co.uk

All results were discussed with the PRG and relevant practice staff, the key outcomes for each

survey are highlighted below.

Please note that the reports found on the website display the latest feedback captured and

therefore may contain more results than are summarised in this report.

Surgery Environment

• 75.75% of patients said the level of privacy in the surgery was ‘good’ to ‘excellent’

• 48.48% of patients said that the appearance of the surgery to be ‘good’ to ‘excellent’ with

42.42% rating it as ‘fair’

• 48.48% of patients said that the comfort of the furniture in the surgery to be ‘good’ to

‘excellent’ with 48.48% rating it as ‘fair’

• 78.79% of patients said they felt there were enough facilities in the waiting area adults and

children

• 75.76% of patients said the hand sanitizers were easy to access around the surgery


• When rating the overall cleanliness of the surgery, patients rated ‘good’ to ‘excellent’ in the

following areas

. Car park – 76.66%

. Reception – 84.85%

. Toilets – 83.34%

. Treatment rooms – 93.76%

. Waiting area – 84.85%

• 87.88% of signage around the surgery was considered helpful

• 96.97% of patients were happy with the way they were called into the treatment room

Reception survey

• Patients rated the receptionist as ‘fairly’ or ‘very’ in the following area’s;

. Friendly – 68.43%

. Helpful – 68.42%

. Knowledgeable – 63.16%

. Welcoming – 71.05%

• Patients rated the reception area as ‘fairly’ or ‘very’ in the following area’s;

. Bright and airy – 86.84%

. Clean and tidy – 94.74%

. Comfortable – 92.11%

• When patients were asked about what information is available in the reception area, they said

the following;

. Leaflets, pamphlets etc. – 22.58%

. Information on a screen – 21.94%

. Directions to rooms – 14.84%

. Notice board – 8.39%

. Posters – 13.55%

. Booking-in kiosk – 18.71%

• When patients were asked if they were seen on time, they said the following;

. Yes – 7.89%

. Waited less than 5 minutes – 5.26%

. Waited 5 to 15 minutes – 50.00%

. Waited up to 30 minutes – 23.68%

. Waited over 30 minutes – 13.16%


Discussions & Action Plans

Summary of Year 1 Outcomes & Action Plan

The survey results were very interesting; the results of all the surveys are available on our website

at www.haslemerehc.co.uk, and a summary of the key points and the areas that we will action

during the coming 12 months are set out below.

Patient Priorities Survey

1. Patients prioritised the areas of “being asked about seeing a doctor”, “access” (getting an

appointment) and “overall satisfaction” with more than 80% of their votes, therefore the 3

surveys carried out after that were on those areas.

Access Survey

1. 45.16% put booking an appointment online as their 2nd choice.

Action: Look at the feasibility of providing online appointments during the next 12 months.

2. Contacting the surgery by telephone received some “poor” ratings for getting through.

Action: The telephone system was upgraded in November 2011. The upgrade caused

significant connectivity problems for 3 months despite Vodafone and the PCT working hard to

resolve them. The practice has been informed that the problems have now been rectified and it

is hoped that the next Access Survey will see better “good” percentages.

Overall Satisfaction Survey

1. 16.67% of patients reported that they had waited to be seen by either a nurse or a doctor

more than 30 minutes.

Action: The practice has put a notice on the screens in the waiting room which says, “We do

our best to see patients promptly but apologise for the inevitable occasions when surgeries run

late.”

2. 11.11% of patients said they were not happy that they could be overheard by other patients

whilst at the reception desk.

Action: The practice and PPG will look at ways in which it might be able to improve patient

confidentiality whilst at reception during the next 12 months.

Seeing a Doctor or a Nurse Survey

1. In this survey “Explaining tests and treatments” scored 63.64%. This was the lowest

percentage in the “good” category and whilst not unacceptable, we feel this is an area in

which we could improve.

Action: During the course of the next few months this area will be addressed at our

in-house educational meetings.


Implementation of Year 1 Outcomes and Action Plan

What Haslemere Health Centre did

The practice and PRG met to discuss the outcomes and to identify areas of the Action Plan to work

on in the short, medium and long term. The outcomes are set out below:-

Haslemere Health Centre’s outcomes 2014 – Year 3

The morning triage system introduced during 2012-13 works well and it has now been introduced

for some of the requested afternoon emergency appointments.

The practice now provides online appointments for their patients and online repeat prescription

ordering.

The PRG has worked closely with the practice with regard to the lack of confidentiality at the main

front reception desk but due to the nature of the entrance it has not be possible to eliminate this

problem. During 2013-14 a member of the PRG suggested putting a notice on the counter advising

patients discreetly that they could ask for a room to talk confidentially in or ask for a pen and paper

to write down their request. This has been auctioned and seems to be working.

Year 2 of the PPDES - Discussions

The PRG met in June 2012, September 2012, November 2012, January 2013 and future meetings

are planned for May, September and December 2013. The majority of Group members are

working and therefore the frequency of meetings has been kept low to ensure that attendance

does not become a burden.

The meetings were well attended and discussions were open and relevant.

Year 2 of the PPDES - Action Plans

Year 2 brings the Group and the Practice new challenges with Surrey PCT completely handing over

the Guildford and Waverley CCG. We are very lucky to have 3 members on our PRG who have

experience of working within the NHS and feel that this will help us tackle the changes positively.

The main points the practice will look to improve will be similar to last year. The installation of a

new telephone system in summer 2013 should help considerably improve our access percentages.

On-line appointments remain an area we intend to implement and will do so as soon as the

technology is available to us. Our action plan will be to continue to work towards becoming a

practice that is aware of its patients’ requirements and listening to their needs. The surveys are

helpful in setting a direction for us to start along and the PRG help steer us down the correct

pathway.


Year 3 of the PPDES - Discussions

The PRG met in May, September, December and January during 2013-14. The meetings were well

attended and discussions were open and relevant. Meetings are planned for 2014-15.

Year 3 of the PPDES - Action Plans

The main areas that the PRG looked at during 2013 were:-

1. Parking - Planned changes to parking in Beech Road – discussions with the Local Council

and the local League of Friends took place to ensure that overflow parking for patients of

the hospital and the health centre were not affected. The Group were successful and no

changes have been implemented.

2. A website for the PRG will be established.

3. The areas identified in the Action Plan for 2012 some of which have improved in this year’s

survey results.

4. The Group has recently started to look at Out Patient Referrals to try and establish how

patients wishing to be seen at Haslemere Hospital after referral by one of the doctors at our

practice, are definitely seen at Haslemere and not at Royal Surrey County Hospital or other

Surrey hospital which involves travelling a fair distance. This is particularly important for

the elderly, many of whom no longer drive and are therefore reliant on public transport,

friends, relatives or the Hoppa or Care Car services. The Group will be arranging a meeting

during 2013 with the Out Patient Manager at Royal Surrey to look this matter in more

depth.

2014 – Year 3 - Achievements and On-going Plans for 2015

1. The Website is up and running.

2. The parking changes in Beech Road were “put on hold” by the Council.

3. Work continues on securing Haslemere patients Out Patient Appointments at Haslemere

Hospital rather than being sent to Guildford or Frimley, especially for the elderly.

4. A new “local” number telephone system was installed into the practice in July 2013. The line

quality is significantly improved and the rate of calls handled per minute has been

enhanced. There are also a range of options for patients to choose from to assist them in

locating the correct person to help with their enquiry.

5. Expansion of the triage system.

6. The practice now offers “extended” hours from 7am to 8pm every Wednesday and on

alternate Tuesday and Thursday evenings.


Summary of the PPDES 2011-2014

Prior to 2011 the practice had a very dysfunctional group which met very infrequently and had little

influence on the shape of the practice.

During 2011 the experience was good throughout, although finding volunteers for the PPG was not

easy so the Practice Manager had to contact each patient directly which proved positive.

A new Group was eventually formed and started to work together in a cohesive way.

Now the PRG has grown in strength and direction, proving its worth beyond doubt. The fact that

the Practice Manager and a GP Partner are part of the Group also ensures that decisions and

outcomes are dealt with and fed-back appropriately to the rest of the practice.

Now in 2014, the Chair of the PRG is extremely pro-active and has worked hard to engage with

other local PRG groups. She also liaises with the Haslemere Hospital League of Friends, Haslemere

Health Group and Surrey Healthwatch.

During 2014 the practice had its first CQC inspection. Our PRG Chair met with the CQC Inspector

during the visit to explain her role and the aims of the Group. The practice met all the target

standards in the following areas:

Respecting and involving people who use services

Care and welfare of people who use services

Safeguarding people who use services from abuse

Cleanliness and infection control

Requirements relating to workers

Complaints

A “snap-shot” of patients were also surveyed by Surrey Healthwatch on a visit by two volunteers to

the surgery during a busy morning at the surgery. The feedback from the survey was positive, with

89.5% providing positive responses to questions regarding access to appointments.

The Group has helped the practice to hear what our patients are feeling and wanting. Some of

these “wants” are not within our remit, but having a better awareness of our patients needs has

helped us shape the future of the practice in a direction and in tune with our patients requirements

and will continue to do so in the coming years.

Documents

Haslemere Health · PDF file28/03/2014 · NBSurvey, to enable the ... Haslemere Health Centre Local Patient Participation Report 2014 | 11 Each survey can be used on