Bradley Stoke Surgery Annual Survey Report 2014
Bradley Stoke Surgery has had a small Patient Group for a number of years, the representation is very small and key posts such as Treasurer, Secretary were not filled and needed to be managed by staff at the Surgery. For the last year we have only had two members who actively come to meetings. The group is called ‘Friends of Bradley Stoke Surgery’ and despite being a small group of originally 6 patients, they were extremely successful at fund raising and, with the support of surgery staff, raised funds which allowed the purchase of two Defibrillators and a Doppler.
A drive to increase membership to ensure it was relevant to our patient population was discussed with two members of the existing group. Bradley Stoke has a transient population and the practice has an average 50 new patients joining every week and slightly less than that leaving. This has caused a lack of engagement in the PRG as patients feel unable to commit to the group as they may not be in the area for long. We also wanted to attract patients who were in the age range of 25 years to 44 years as this group makes up 40% of our total population. To tackle this we asked our doctors to hand out personal invitations at the end of their consultations to this age group inviting them to join the patient group or asking them for an email address if they were happy to take part in on-line surveys. It was agreed with the existing members to move the meetings to an evening and to hold two coffee and cake evenings to try to attract new members. Posters were put up in the waiting room, advertised on the website and also in the newsletter. These took place on 15.07.13 and 20.08.13. Doctors and staff attended these evenings and we asked patients who attended to sign up for the group if they were interested. The first evening we only had 3 patients attend but the second was more successful and we had 8 patients attend. Most said they did not want to come to meetings but were happy to do on line surveys and be a ‘voice’ in this way.
It was agreed to focus on the following areas:
Understanding of the services on offer at the surgery
- The appointment system
- Reception Staff
- Waiting Room information
We started our data collection for our patient participation group survey in late August 2013. We have used 2 main methods for collection of data- an online survey form and hand written forms. We advertised the survey through posters in our waiting room, through leaflets in consulting rooms and attached invitations from GPs to repeats prescriptions. We also put the survey on our website so patients could complete without having to come into the surgery.
The Outcomes of the Survey
Understanding of the services on offer at the Surgery
There was a good understanding of the range of services on offer at the practice and we received some favourable comments in this area.
- Counselling services were requested and the practice does rent a room to enable NHS counsellors to hold sessions. There is also a private counsellor who uses one of our rooms.
- Diabetic clinics were also requested and this service has always been at the practice, run by our Lead nurse who manages all diabetic reviews.
- Chiropody was also requested and this will be discussed by the partners of the practice.
Nearly 50% of the patients who responded to the survey said they booked their appointments via the telephone, whilst 32% booked them in person and only 18% on line. This was disappointing as we actively try to encourage patients to book on line. We have 4982 patients signed up for on line booking which is 32% of our patient list. We will hold a drive in April to encourage patients to use on-line booking if they can to reduce the volume of calls. Appointments made by this method can also be cancelled on line, which should help patients.
The response to the survey showed that 39% of respondents wanted ‘book on the day’ appointments. 34% wanted ‘pre-bookable’ and 27% wanted ‘pre-bookable evening appointments’. As a result of this we are now pre-booking patients in to clinics when requested but we have protected Mondays and kept ‘book on the day’ appointments as well. It was encouraging to hear that 51% of our patients have seen an improvement to enabling them to pre-book appointments.
65% of patients who responded to the survey said they would welcome a text reminder about their appointments. As a result of this we have already spoken to a company that can enable this to happen but unfortunately it will cost the practice £60 every month to action this. Other ways will be looked at and this will be an on going project.
We asked if patients found our reception staff helpful and this was measured on a scale of 1 to 10, with 10 being the most helpful. It was pleasing to see that 95% of patients who responded to the survey found our receptionists in the range of 5 to 10 with the highest score in 10. We also asked if our staff were friendly and empathetic and again it was pleasing to see the highest scores were given between the scale of seven to ten. However there is always room for improvement and empathy skills will be used for training sessions going forward. We will also continue with our on-going training programme for staff and it has been agreed by the Partners to increase the numbers of reception staff going forward. An advert has been placed.
We asked if patients found the waiting room information useful, confusing or not read and 57% said they found it useful, 36% didn’t read it and 7% found it confusing. As a result of the survey we have reduced the amount of information held in the waiting room to try and encourage more patients to look at the information, taken down some posters and will be concentrating on certain ‘themes’ throughout the year.
There was a request for toys to be held in the waiting room but due to Health and Safety and Infection Control we cannot allow this. We have requested parents to bring in their children’s own toys and this was communicated in our Newsletter.
Some patients would welcome visual appointment notification and the cost of this will be looked into and the decision announced in our next Newsletter.
We used this survey to identify any patients who are not registered with us carers and to seek their opinion on our service. As a result of the survey we actioned the following:
- We have displayed all information to support Carers on our main notice board in the waiting room to raise awareness.
- We have updated our registration forms to ensure we capture Carers details when they register
- We have held meetings with the GP Carers Liaison Worker to understand how we may improve in identifying Carers and have updated our Carers leaflet.
- We have invited the GP Carers Liaison Worker to our monthly Care Plan meeting to give some carers awareness training to our doctors, District nurse, Intermediate Care representative and Community Matron.
- We have held a training session for our reception staff to raise their awareness
- We now have a Carers Outreach Worker who is available on the third Thursday of each month to meet with Carers for 45 minutes to discuss, support and guide Carers. Clinics have been added to our medical system and all doctors and nurses have been informed.
Thank you to all patients who took the time to complete the survey, it is appreciated.