BROSELEY MEDICAL PRACTICE

PATIENT SURVEY REPORT AND ACTION PLAN 2014/15 	
Introduction:
Since 2011, the practice has encouraged patients to join our Patients Reference Group (PRG). Our aim is to work closely with patients and enter into discussion about changes that can be implemented in order to improve the services and facilities that the Practice provides..
 The Patient Group’s annual patient surveys now provide an important tool to help us realise this aim. 	
1/   Description of the profile of the members of the PRG. 
0  in age group 35 – 44
1  in age group 45 – 54
2  in age group 55 – 64
4  in age group 65 – 74
1  in age group 75 - 84	
2/  The steps taken by the practice to ensure that the PRG is representative of its registered patients and where a category of patients is not represented, the steps the practice has taken in attempt to engage the category.  
Both the practice and the current group members are conscious that the membership reflects the time different groups are able to give to voluntary work rather than the population registered with the practice. Nor does it include all ethnic groups within the practice population, although, on a percentage basis it is probably still representative. We continue to encourage other patients to join us so that we can be more representative. Posters have been displayed at various locations in the town. It is also advertised in the waiting room on a large poster and on the electronic information board. There are Patient Group information leaflets in the waiting room and they are given to all newly registered patients. The group would like to hear more from young people and ethnic minorities, however, we appreciate it is not always possible with such busy lives to attend meetings. If you would like to be more involved but would find attending meetings difficult please contact Mrs Christine Smith at the surgery and we will discuss how your views can be represented regularly in a way that is convenient to you.

3/ Details of the steps taken to determine and reach agreement on the issues which had priority and were included in the local practice survey.
The survey was produced by the Patient Group and agreed by the group and the practice members. The Practice members confirmed that they were happy with the suggested format. Once again we set ourselves the target of limiting our questions to a maximum of 2 sheets of paper to maximise the response rate. 

Having looked at the following priority topics for the survey in 2013:
•	How helpful they found the Reception staff.
•	If patients can be seen urgently on the same day.
•	How patients prefer to book appointments.
•	Satisfaction with the length of time waiting in the practice before consulting with the doctor or nurse.
•	Satisfaction with the “Nurse triage” system.
•	Satisfaction with the service in general.
the group decided to:
•	Survey how comfortable and convenient patients found the waiting area following the refurbishment undertaken as part of the 2012/2013 Action plan.
•	Look again to see if patients found the reception staff helpful and understanding.
•	Find out if patients were aware of the late night surgery for patients unable to attend in the daytime e.g.full time workers.
•	Find out if patients were aware that they could order prescriptions and book appointments online.
•	See if patients who wanted to be seen the same day were offered an appointment or a call back from a healthcare professional.
•	Look at four aspects of patient and doctor/nurse contacts: how well patients were helped to understand their problem(s), how well they were helped to cope with them, how well test results were explained to them and how well they thought their requests were listened to.
•	See if patients are happy with the way the practice supports them to maintain a healthy lifestyle.
4/   The manner in which the practice sought to obtain views of its registered patients.
The survey was distributed by several members of the patient group to all patients calling into the practice over four days, both morning and afternoon, in order to reach a representative spread of practice users and to encourage a high response rate.

5/  Details of the steps taken by the practice to provide an opportunity for the practice group to discuss the contents of the action plan.

The survey was analysed by the patient group and the results given to the Practice Manager, Mrs Christine Smith.  The results were also discussed at a Practice Management meeting.  

6/  Details of the action plan setting out how the finding or proposals arising out of the local practice survey can be implemented and, if appropriate, reasons why any such findings or proposals should not be implemented.

From the results and also additional patient comments, the following actions have been discussed:

A. To try and make patients more aware of late night opening for people                 who are unable to get here in the daytime e.g. full time workers. If a patient says that they can only attend early evening, they will be offered a late night appointment if available.
 
B. Information about the various appointments we have, especially same day/urgent appointments has been put up in the waiting room and will be added to our website and practice leaflet. 
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C. Raising awareness of the availability of ordering prescriptions and booking appointments on line by putting up more posters and adding information to the website and practice leaflet.

D. All staff are undergoing various training modules including “Customer service”.

7/ A summary of the evidence including any statistical evidence relating to the findings or basis of proposals arising out of the local practice survey.
The Partners and the PPG thought that the results were once again very encouraging.  They showed that the patients were generally very happy with the Practice arrangements and the service they received from the Nurses and the Doctors. A whopping 94% now rated the waiting area as comfortable and convenient. 76% of patients always found the reception staff helpful and understanding. 23% said “sometimes” they were helpful (please see 6 “D” above). 78% of those surveyed said they always got an appointment or a call back from either the Doctor or Nurse Practitioner on the same day. 
8/  Details of the action which the practice,
i) and, if relevant, the PCT intend to take as a consequence of discussions with the PRG in respect of the results, findings and proposals arising out of the local practice survey
ii) where it has participated in the Scheme for the year, or any part thereof, ending 31st March 2014, has taken on issues and priorities as set out in the local Patients Participation report.

In response to the 2014 survey:

1.	We plan to work with the Group on exploring options to improve patient privacy in the waiting area.
2.	We plan to work with the Group on improving the way we use preventative Health posters and leaflets;
3.	We will support the Group in organising another health awareness day for the town in Summer 2014 after the success of the last one.
9/ The opening hours of the practice premises and the method of obtaining access throughout core hours.
Mon   -  8am to 1pm    2pm to 6.00pm 
Tues  -  8am to 1pm    2pm to 6.00pm
Wed  -   8am to 1pm    2pm to 6.00pm
Thurs -  8am to 1pm    2pm to 6.00pm
Friday - 8am to 1pm    2pm to 6.00pm

10/ Where the practice has entered into arrangements under an extended hours access scheme, the times at which individual healthcare professionals are accessible to registered patients.
Monday – 6:30 to 8:45pm    One of the Doctors will be available for booked appointments only.

Fully and partially completed surveys were handed in by 247 patients (5.3%). A copy of the survey can be seen on this website under “Practice survey”.

Thank you to all those patients who participated in the survey and also to the patient group for organising, distributing and analysing the survey and also for all their hard work throughout the year.