Glendale-PPG SURVEY REPORT 2015-2016

Thanks to everyone who completed our patient survey. We are grateful for your time in completing this and for providing honest feedback.

The survey this year was drawn up with the help of the patient participation group, who also reviewed the results and our action plan on 13th March 2015. Their input has been invaluable.

The survey was conducted during February 2015 and 100 questionnaires were completed by patients attending the surgery and through our website.

Practice Population: -   6279
AGE	0-9	10-19	20-29	30
39	40-49	50-59	60-69	70-79	80-89	90-99	100+		
Gender													
Female	453	273	476	586	410	313	197	110	64	13	0		
Male	477	316	498	720	621	395	217	92	43	5	0		

Ethnicity
  British	1602	 	 	 	 	27.02%	
Irish	54	 	 	 	 	0.91%	
Any other White background	700	 	 	 	 	11.81%	
White and Black Caribbean	19	 	 	 	 	0.32%	
White and Black African	26	 	 	 	 	0.44%	
White and Asian	37	 	 	 	 	0.62%	
Any other mixed background	93	 	 	 	 	1.57%	
Indian	1026	 	 	 	 	17.30%	
Pakistani	301	 	 	 	 	5.08%	
Bangladeshi	15	 	 	 	 	0.25%	
Any other Asian background	639	 	 	 	 	10.78%	
Caribbean	33	 	 	 	 	0.56%	
African	229	 	 	 	 	3.86%	
Any other Black background	65	 	 	 	 	1.10%	
Chinese	12	 	 	 	 	0.20%	
Any other ethnic group	42	 	 	 	 	0.71%	
sed to State Ethnicity	 	 	 	 	 	0.00%	

Patient Representative Group Profile (PRG)
					Carer	Disab	Sex	Male	Female	
Age	17-25	0	36-45	4		1		2	2	
	28-35	1	46-55	3	1			2	4	
	56-65	2	65+	5				2	3	
Ethnicity										
British,Mixed British	4	Mixed Black	0							
English	6	Chinese	0							
Scottish	0	Pakistani	2							
Welsh	0	Other	0							
Indian British Indian	3									

The starting point used to recruit patients was the age and sex make- up of the registered list.

The Practice has been collecting ethnic data since the inception of Ethnicity and Language DES and continuing the ethnic data collection practice for all its newly registered patients. By doing so the Practice is able to demonstrate the ethnic make-up which is reflected in the patient participation group.

The Practice has and is actively seeking ways to involve patients from various age groups. Response till date has been negative from the younger population.

All 15 patients that comprise the Patient Participation Group are aged between 28-65+. They are from different social groups, some work and some are retired, one is disabled and one is a carer. 

The Patient Participation Group membership shows no involvement of the population group between 17 and 25 years of age and Practice is actively seeking ways to involve this specific group through posters and the practice website.

Agreeing Priorities with PPG at Meeting on 28th January 2015

The Practice and the PPG met on 28th January when views and ideas were freely expressed. The PPG were asked to help develop the questions based on their views of areas of service that needed enhancement/change/improved communication. The issues prioritised by the PPG helped the Practice determine the questions used in the survey, and it was agreed that we should focus on the priorities as per the previous year’s survey to compare performance where appropriate.

•	Have you used the NHS 111 service
•	Minor Ailments Scheme
•	Have you self- referred to A&E in past 6 month
•	Waiting time for appointments with Doctors and Nurse

Utmost care and concern was given whilst developing the survey, and to ensure the questions used in the survey were simple, not long winded and easy to answer for the patients to tick a box of their satisfaction level.

The survey was conducted in February 2015 and 100 questionnaires were completed by patients attending the surgery and through the website. Patients were informed of the survey dates at the reception desk, via means of posters in the waiting area.

Patients were chosen at random when accessing our services 

Posters in the practice were placed a reception desk and in the waiting area.

As well as the survey above the following were agreed as practice priorities for the 2014-2015~:

•	Strive to encourage new members to join the Patient Participation Group (Forms distributed in the practice).

Other PPG agreed priorities to focus on in 2015:
1.	To improve parking for patients at the Surgery.  The White Hart Public House has agreed that the patients can use their car-park for short term parking but would prefer this not to be advertised. 

2.	PPG to review any Patient Feedback forms received

3.	Review GP National Survey Results

 Practice Survey

We selected a cohort of patients, representative of the practice population.

We distributed 100 questionnaires.

The survey carried out was similar to that carried out in the previous year and it was hoped that this would be beneficial in highlighting priorities to be considered for next year.

The results of the survey and our action plan are as follows:-

Results of Patient Survey 2015-2016

1.	Have you used the new NHS 111 telephone service in the last 6 months for healthcare advice?

2.	How useful did you find the 111 service?

3. Have you used your local pharmacy or Minor Ailments Scheme in the last 6 months for any of the medical conditions below:-
Diarrhoea, Runny Nose, Painful cough, Headache, Hay fever, No

4. Do you self-treat for a medical condition prior to making a GP appointment?

5. If you needed to see a GP or Nurse for a medical condition, how long did you wait for an appointment?

6. If you needed to see a GP or nurse for a medical condition how long would you expect to wait for an appointment?

7. Have you self-referred to A&E in the last 6 months?

8. In general how satisfied are you with the care you get at the Glendale Medical Centre?

	FEMALE	MALE		EMPLOYED		DO YOU HAVE A DISABILITY	
18-30	8	10		11		0	
31-50	29	15		33		2	
51-65	11	10		2		1	
66+	5	4		0		0	

Have you used the 111? 
The NHS 111 service makes it easier for the patients to access healthcare services when they need medical help fast, but it’s not a life-threatening situation. NHS 111 assesses callers’ symptoms, gives them the healthcare advice they need or directs them straightaway to the right local service. NHS 111 is available 24 hours a day, seven days a week and is free to call from landlines and mobile phones.
29% of patients had used the 111 telephone number.
11% of patients were satisfied with the service

We plan to continue to educate patients through the website and by posters of where treatment is available for non- life threatening conditions.

MINOR AILMENTS SCHEME

58% of the patients had not used the Minor Ailments Scheme.

We were happy with the improvement of the  survey result . Will continue to inform patients on a daily basis when they call or come into the surgery that there is a Minor Ailments Scheme operated by the local pharmacies which patients can attend for minor ailments. 

Unfortuantely patients do not always want to attend a Pharmacy but prefer to see a doctor even for minor ailments.

DO YOU SELF TREAT BEFORE MAKING A DOCTORS APPOINTMENT

67% of patients do self treat before making a doctors appointment.  This was an encouraging result.

We have a self help section of the practice web-site which we will encourage patients to use. We will continue to advise patients regarding self treatment in consultations and on the practice website. We will put posters in the waiting area promoting the website.

HAVE YOU SELF REFERRED TO A&E IN THE PAST 6 MONTHS

88% had not referred themselves to A&E in the past 6 months.

We plan to continue to offer patients an on the day appointment for emergencies. We plan to  continue to write to patients for the inappropriate use of A&E services especially when the surgery is open. Posters will be placed in the waiting room advising patients not to use A&E for minor ailments.

WAITING TIMES FOR DOCTORS AND NURSE

Overall the patients were satisfied with the waiting times to see a doctor and nurse at the surgery.

We plan to continue to offer early and late appointments with the practice nurse.
We plan to continue to offer same day appointments.
Reception staff to continue to keep patients informed if doctor running late.
We plan to write to patients who DNA appointments

Publicising Actions Taken-and Subsequent Achievement

Prior to April 2015 the following actions have been taken

•	Reception staff are informing patients if the doctor is running more than 30 minutes late
•	Improved GP appointments
•	Frequent non attenders are being identified and sent initial letters
•	Minor Ailments Scheme is promoted daily to patients
•	Extended hours have proved to be very successful with few non-attenders
•	Practice website has been up-dated with more information for patients

The results of the patient survey and subsequent discussions with the PPG did not indicate that any changes were necessary-either to core opening hours or extended hours.

Updates on further progress on the Action Plan will be discussed at subsequent PPG meetings and the Action Plan will be updated accordingly on the practice website.

Patient Participation Report has been publicised as follows:
•	On the practice website www.glendalemedicalcentre.org.uk
•	On the PPG notice board in the waiting room
This report has been publicised on Practice website, a copy sent to the North West London GP Contracts Team.

Additonal  Information

The Practice Leaflet and the website have information about the opening hours of the practice premises and the method of obtaining access to the services throughout the core hours.

Practice Opening Hours (24 hour Format)

•	Monday:       08:15-18:30 (Extended Opening Hours 7:00-8:00am)
•	Tuesday:       08:15-18:30
•	Wednesday 08:15-18:30 (Extended Opening Hours 7:00-8:00am)
•	Thursday       08:15-13:00
•	Friday            08:15-18:30 (Extended Opening Hours 7:00-08:00am)

Surgery Appointment Times (24 hour Format)

Monday          09:00-11:00      13:00-15:00     16:00-18:00
Tuesday          09:00-11:00      13:00-15:00     16:00-18:00
Wednesday    09:00-11:00      13:00-15:00     16:00-18:00
Thursday         09:00-11:00
Friday              09:00-11:00      13:00-15:00     16:00-18:00

The Practice offers extended opening hours on Monday, Wednesday and Friday with the Practice Nurse.