PRACTICE NAME: BOLLINGTON MEDICAL CENTRE

LOCAL PATIENT PARTICIPATION REPORT 2012/13

This report summarises the development and outcomes of Bollington Medical Centre Patient Participation and Patient Reference Group (PRG) in 2012/13.

It contains:

Profile of the PRG.
Priorities for the 2012/13 patient survey and how they were agreed with the PRG.
Method and results of patient survey.
How the survey findings were discussed and changes agreed with the PRG.
Action plan agreed with the PRG.
Confirmation of opening times

1. Profile of the PRG:

2. Priorities for the survey and how they were agreed with the PRG:

To determine the priorities for the survey we:

We asked the Patient Participation Group (PPG) for feedback
We discussed feedback at a Patient Participation Group meeting (meeting outputs attached)
We later emailed the PPG due to the practice being notified it had received a premises grant and it was agreed that premises would be a good topic for the survey.
The PRG were emailed regarding the survey topic and an overwhelming majority were in favour of this being the survey topic

3. Method and results of patient survey:

We carried out the survey using:

· Paper forms

surveys sent to PRG home addresses where they do not have an email address
Paper forms made available in the surgery waiting area

· Email forms

Forms emailed to the PRG and PPG

We carried out the survey between 01/11/12 and 01/03/13

PATIENT SURVEY RESULTS - DEC 2012 TO JAN 2013
	%			%
Question	Not Important	Important	Very Important	Yes	No
Q1 The practice plans to provide a confidential area where patients who wish to can speak to a receptionist in private. Do you feel that addressing the current lack of a confidential area to be:	20	57	22
Q2 The practice plans to provide a dedicated ‘Choose and Book’ room where patients can arrange their hospital referral appointments at the surgery and in privacy – would you consider this	25	46	29
Q3 The practice plans to have all doctor and nurse consultation and treatment areas on the ground floor in the interest of ease of access and safety for patients who find stairs a problem. Do you consider this improvement?	10	48	42
Q4 As more and more procedures previously carried out in hospitals are being carried out in General Practices excellent infection control has become a high priority. It will be very difficult for practices in older premises to attain these standards and thereby secure an increased range of procedures e.g. more minor surgery operations. Do you think that the practice should invest in improving its treatment facilities?				98	2
Q5 In planning to upgrade the surgery premises and facilities to address current shortcomings, are there any issues relating to premises improvement not included in the questions above which you feel should be a high priority:
Retain the interesting look of the interior and exterior of the building
Improvements are valid and nice to have whether important or very important. needs is debateable
If there was depth between the patient and the desk then a separate room would be avoided assuming the floor was carpeted and there were sound absorbing material in the partitions. A separate room is to be avoided as a 'departed receptionist' would stultify the patient flow.Can we see the plans for an overall perspective at a formal presentation by the architect ?
I have nothing but praise for the Drs and nurses whom have looked after me and my family very well
The phone system requires major overhaul, the current system of ringing an off site number is time wasting and very costly for the patients. Last month my phone bill to ring the practice was £2.56 wich was for 2 call - this is ridiculous
Place to allow specimen eg urine collection not in general toilet
Improve disabled parking and increase the number
Have blood test slots on the computer available to book when one attends for regular monthly blood test so it can be booked at the desk. This would free up the phone lines.
Parking -how about the lawn !
At times difficult to park cain the car park
You need adequate toilet facilities
Non slip walkways when icy conditions
There is currently nowhere to leave prams securely which is difficult. Do not presume everyone drives to the surgery
A waiting room with better facilities - no music, comfortable chairs suitable for all ages and decent lighting.
Adequate car parking should be provided
Surgery to be kept a lot cleaner !
As a carer I really hope it will be easier to get my husband in and out of the building:slopes are a problem,lack of handrails, and low chairs without arms. Floor surfaces can be slippery too. Wet weather and darkness increase his risk of falling.
Car parking
Appointment booking and telephone system is very frustating. Due to the time to answer calls and availability of appts.To enter a lengthy queue system should not be considered answering a call.
Parking inadequate
All consulting rooms should be adequately soundproofed

4. How the survey findings were discussed and changes agreed with the PRG:

(Include areas that the practice was not able to act upon).

· To develop the action plan, the practice shared it with the Patient Participation Group via email on 08/03/13 for initial feedback and held a meeting on 12^th March 2013 to agree the initial action plan. The meeting minutes are available on the next page.

· To get comments from the wider PRG on the draft action plan we emailed the group on 12^th March 2013.

· Some further suggestions were made by the PRG members regarding the patient comments about the phone system and GP appointments.

· The PPG were informed of these suggestions and it was agreed that Trish Atkinson would incorporate a response to these issues in the final action plan, which would be circulated to the PPG for sign off.

We agreed the final action plan with the group on 26^th March 2013

Patient Participation Group Meeting

12th March 2013 at 11am

Attendees:

Mr John Seabrook

Mr Brian Leighton

Mr and Mrs Brooks

Mrs Jane Clucas

Mr John Kennedy

Dr T L ö sel, GP Partner

Dr D Maxwell, GP Partner

Trish Atkinson, Business Manager

Appologies:

Mr Philip Gilchrist

Meeting Minutes:

Trish Atkinson shared a presentation summarising the findings from the survery.

There was a general discussion about the findings and it was noted that the survery results may not necessarily be representative of patients overall. It was also agreed that it is good to communicate more often with the Patient Reference Group to maintain their interest, and this will be discussed in more detail at the next PPG Meeting.

The attached action plan was discussed and agreed from the survey findings. This will be shared with the Patient Reference Group for further comments before completing the final version.

Other discussion points were:

· Refurbishment has been put on hold in recent years due to exploring premises development options.

· We will be r eviewing the cleaning process in line with the Care Quality Commission requirements and one suggestion made was to investigate periodic deep cleaning by an outside contract cleaning company

· The calling in system will be reviewed as some GPs prefer to call pts in by name while others prefer the use of a calling in system.

· It was confirmed that GPs will have their own rooms when the extension is complete.

· Check space and screen 2 from waiting area and transparency of screen.

· If a zebra crossing there should be a raised edge on and off as guide dogs will not stop otherwise.

· It was suggested that the practice looks into how having CCTV may lower the insurance premium.

· It was suggested that the practice considers setting up a 100 club to generate donations for practice. We did not think this was possible but will investigate further.

Next meeting: 14th May at 11am

BOLLINGTON MEDICAL CENTRE

DRAFT VERSION - PATIENT SURVEY ACTION PLAN - MARCH 2013

Actions

PATIENT CONFIDENTIALITY

· Extension plans to include a room close to reception for patients making Choose and Book referrals with a Medical Secretary. This room can also be used for patients at reception who need to speak to someone privately. It will be made clear to staff that this room is only to be used for these purposes.

PRACTICE CLEANING & INFECTION CONTROL

· Alcohol gel to be made available by every door for patients and staff to use.

· Admin staff to be predominantly based in the Waterhouse building to ensure clinical services are maximised in the new Coach House space.

· The Practice will review the cleaning process, audit and resources for the extended building.

· Hand washing for staff will be reviewed annually as part of Infection Control requirements.

DISABILITY/ PATIENT CARE

· The Practice will take into account that there should be a contrast in colour against the floor for patients with limited sight (i.e. chair colour should contrast with the floor colour).

· Chairs with handles will be made available in the waiting area for patients with limited mobility.

· The type of font used for signage will be suitable for patients with visual impairments.

· Practice Brand – the Practice to consider using the same logo and colour for communication on the Practice internet site and for all other practice communication.

· Walk ways for patient circulation from the waiting area to be adequate for wheelchair users

· The screen between reception and the patient waiting area to be kept transparent so that receptionist can see into the waiting area.

· The Practice will review plans for external walkways to ensure that they are non slip and well lit for patients.

· The Practice will review the quantity and location of disabled parking spaces. The Practice will contact the Council regarding using the spaces outside of the Coach House building for disabled parking – The Patient Participation Group support this idea.

· Review the option of having a buggy park adjacent to the bicycle area. This will be discussed with the architects.

FURTHER CONSIDERATIONS

It was agreed that due to budget limitations the options of having a separate specimen collection area is not feasible. The Practice is also unable to extend the car park at present due to financial constraints.

5. Action plan agreed with the PRG:

PATIENT SURVEY ACTION PLAN – FINAL VERSION - MARCH 2013

Actions

PATIENT CONFIDENTIALITY

PRACTICE CLEANING & INFECTION CONTROL

· Alcohol gel to be made available by every door for patients and staff to use. To be discussed with the architect.

· Admin staff to be predominantly based in the Waterhouse building to ensure clinical services are maximised in the new Coach House space.

· The Practice will review the cleaning process, audit and resources for the extended building.

· Hand washing for staff will be reviewed annually as part of Infection Control requirements.

DISABILITY/ PATIENT CARE

· The Practice will take into account that there should be a contrast in colour against the floor for patients with limited sight (i.e. chair colour should contrast with the floor colour).

· Chairs with arms will be made available in the waiting area for patients with limited mobility.

· The type of font used for signage will be suitable for patients with visual impairments.

· Practice Brand – the Practice to consider using the same logo and colour for communication on the Practice internet site and for all other practice communication.

· Walk ways for patient circulation from the waiting area to be adequate for wheelchair users

· The screen between reception and the patient waiting area to be kept transparent so that receptionist can see into the waiting area. To be discussed with the architect.

· The Practice will review plans for external walkways to ensure that they are non slip and well lit for patients.

· Review the option of having a buggy park adjacent to the bicycle area. This will be discussed with the architects.

PHONE SYSTEM

· It has been agreed with the Patient Participation Group that the phone system will be reviewed when the current contract is due to come to an end in 2015, and we will consult with the patients about this during the review process.

· In the meantime the practice has installed a local 01625 number which works with the current phone system. When using the 01625 number during busy times patients may hear an engaged tone if all the telephone lines are busy.

· Details of the 01625 number have been made available to patients via the newsletter, patient leaflet...etc. We will review how we advertise this to patients.

FURTHER CONSIDERATIONS AND PRACTICE FEEDBACK

· The plans for the extension will be made available for patients to see in the practice reception area after Easter 2013.

· It was agreed that due to budget limitations the options of having a separate specimen collection area is not feasible.

· The Practice is also unable to extend the car park at present due to financial constraints.

· GP appointment availability was mentioned in the survey results. We are currently limited with appointments by the lack of clinical rooms and the GP's are running 3 surgeries from each room every day, so room use is currently at capacity. We are also using a room at Waters Green Medical Centre when there is availability. Hopefully this will become easier when the extension is finished. We appointed a new full time GP Partner in September, so we have actually increased our GP surgeries, but at times we can not feel the full benefits of this due to the room constraints. We will conduct an access review in Spring 2013 to understand the current number of routine appointments and patient demand.

6. Confirmation of opening times:

You can call the surgery 8am and 6.30pm Monday to Friday

The surgery reception is open 8am until 6.30pm Monday, Weds, Thurs and Fri. 8.30-9pm Tuesday

Surgery times are 7.30am until 6.30pm Monday, Weds, Thurs and Fri. 8.30am-9pm Tuesday

We are open at evenings and patients can book appointments to see a doctor or a nurse on a Tuesday evening between 6.30pm and 9pm

Outside of these times please call the Out of Hours Service

Patient Participation Group Meeting - 14th May 2013

Attendees :

Dr Tom Losel - GP Partner

Trish Atkinson - Business Manager

Christopher Brooks - Patient

Jane Clucas - Patient

Brian Leighton - Patient

John Seabrook - Patient

John Kennedy - Patient

General Discussion

There was a general discussion about pharmacies, some patients feel strongly that this will take away jobs and impact on the local business in that area. I.e. the post office. Trish Atkinson explained the practice position that we are exploring all pharmacy options at the moment. It was noted that Rowlands do not currently offer the full range of pharmacy services and have offered few medication reviews in the last 12 months. Rowlands also does not have full disabled access. The PPG will be informed of any progress on this matter. TA

Review of previous meeting minutes

We are currently assessing cleaning resource and further requirements for the new building.

Trish has emailed the LMC regarding fundraising legalities and will provide an update on this in due course.

Review of survey action plan

Consider having higher chairs in the waiting area in one area.

Look into wheel chair space in waiting area or seating to be removed.

Ask about signage - use local businesses if possible? JA/ DM

Email 01625 number to PPG. TA

Business Updates

There was a discussion about 'Caring Together' and how we may be able to work in the future. Caring Together is a new Eastern Cheshire Commissioning Group (ECCG) initiative which hopes to help patients who are most vulnerable by having the right local care and keeping them out of hospital where possible. This will require local practices, hospitals, social services and community services working differently with more coordinated community care for patients.

Trish will forward emails from ECCG requesting patient engagement to help with 'Caring Together' and the new ECCG website. TA

PPG and PRG process and changes for 2014

The group reviewed the document titled 'PPG code of conduct' and agreed to the majority of point with a couple of amendments. Trish will make these amendments and send the revised version out to the PPG.

The PPG agreed for Trish to continue to be the chair person in 2013 but should anyone wish to take on this role it can be requested at a meeting.

It was agreed that the meetings could move to a Thursday when the new premises is open - this would require coordination with Dr Losel's clinics on a Thursday.

There have been a couple of patients expressing an interest in joining the PPG and the group agreed that it would be good to have more members. Trish will meet with these patients and explain how the PPG works and invite them to the next meeting.

It was agreed that we will aim to have about 3 patient surveys each year, to try and maintain interest from the Patient Reference Group (PRG). It was suggested that we start to gather information that we need to know about patients for the 'caring together' initiative now.

Topics for the patient survey :

• Review of the new building for patient feedback about 6 months after opening.

• 'Caring Together' initiative

• Prescriptions and medication

• Access

It was agreed that Trish will provide a full list of possible survey topics as discussed in previous meetings and will also find out what the practice preferences would be for survey topics. This information will be circulated to the PPG and PRG

AOB

After the new Coach House building has opened, it was suggested that the practice holds an open day for patients where the patients can also meet some of the staff. This would also be a good opportunity to get the survey done and PPG members could help out with gathering patient feedback. It was felt that this will drive good PR for the practice.

Next meeting date and time: Tuesday 9th July 2013 at 11am. Venue TBC.

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Noticeboard

New landline number. We now have a new number to contact the surgery for patients who do not wish to use the 0844 number. It is: 01625 462593

Well Person Checks-see clinics and services for information

NEW Premises Extension

We are now well on with our extension and are anticipating that the building will be ready on time- July 2013.

RESEARCH

See under policies

Appointments

Some of our surgeries/appointments will be held at Waters Green Medical Centre you will be advised at the time of booking.

Parking

During this time the car park will be closed for all Staff. Parking for patients will be limited to St Gregory's Church and on the roadside (2 hour limit). The main car park will be reserved for disabled patients.

Temporary Residents

Please note that temporary residents should ideally attend their own GP or private clinic at Waters Green for Travel Vaccines. We are able to accept temporary residents on an emergency basis only.

Blood Results

Please be advised that we will only contact you with results if they are not normal.

Physiotherapy

Patients have to be referred by their GP for this Service for NHS treatment. Private appointments are available most days.

Patient Forum

On the back of new NHS regulations we are having to review our Patient Participation Group (PPG) format. An update will be on the web site shortly.

Ear syringing

Before asking about this please put olive oil in your ears for at least two weeks.