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Bermuda and Marlowe Practice Patient Reference Group
Report and Action Plan

 
This report will contain the following:
 
  • A description of the practice patient profile compared with the profile of the PRG membership  
  • How we have encouraged people from various backgrounds age, gender and ethnicity to join our group
  • The outcome of the last year’s action plan
  • How the questionnaire was distributed and collated and how the results were considered by the PRG and patients to help produce this report and current action plan
  • The results of the 2013/14 patient questionnaire
  • An update of the 2013/14 Action Plan
  • A brief overview of events within the practice during 2013/14
  • The proposed 2014/15 Action Plan
  • Details of the practice’s usual opening hours and the extra hours of opening

 
The group is called a Patient Reference Group (PRG) becausewe actively try to attract a diverse range of age, gender and ethnicity hencethe term Reference Group.   The membership has grown to 34 members withseveral preferring to be virtual members as unable to attend the meetings. Thepractice continues to have links with the Hampshire Well Being Service and withfriends from the Nepalese community. Our clinicians and practice staff areinvolved with the PRG and frequently attend our monthly meetings.  Quite often, during a consultation, the nurseor doctor will invite a patient to join the group.  We have also used posters, the check inscreen in the waiting area, newsletters and leaflets to encourage new members.
 
Last year, the membership profile highlighted the fact thatour group would benefit from attracting some younger members. One of the actionplan points set for last year was to try to encourage 16 – 45 year olds ofmixed gender and ethnicity to actively join the PRG.  Last year the PRG profile for ages 17-44equated to 11% population representation, this increased to 14% this year. Wewill continue to encourage a younger PRG membership by advertising on thesurgery television screen, website, newsletters, parish magazines and bytargeting and asking these patients to join. We value our virtual members andalthough they may not attend the meetings we can share our information and gaintheir valued insight.
 

The Action Plan For 2013/14

Last year’s actionplan targets have been mainly successful. The PRG monitored the planregularly throughout the year to ensure the targets were actioned (April, May,August, September, October, January, February and March).  Here is an update:
  • The walk in clinic/triage clinic is working very well but patients are advised to phonereception and wait to be invited to attend the surgery following a triagetelephone call from the duty doctor, otherwise people who just walk in cannotqueue jump and will have to wait a long time (unless a genuine emergency). Ithas proven to be much better for the patient to phone and then get theappointment to come in directly from the doctor rather than having to sit andwait. The doctors have found the triage service to be incredibly popular andmany patients have benefitted from this new service.  (Achieved)
  • Regular Newsletters– The PRG have helped to produce some newsletters and will continue to do so. (Achievedand on-going)
  • Waiting areaimprovements – The carpets have been cleaned and some areas havereceived a coat of paint.  The waitingareas will be re-decorated during 2014-15. This is an on-going programme. 
  • A websiteimprovement – The website has recently undergone a re-vamp andincorporates newsletters, prescription requests and many useful areas ofinformation. Visit www.bermudapractice.co.uk.   (Achievedand on-going)
  • Increase in numberof younger PRG members – The PRG has enjoyed a small increase (3%) inthe number of younger members (17-44 years) since last year. (Achieved and on-going)
  • To improve theopportunity to speak with GP of patient choice – The recent surveysuggests this has only a small improvement and therefore needs further focus. (Notfully achieved so on-going).  It is onlyrecently that the Partnership has increased recruiting regular doctors, so thisarea is already improving.

In October 2013, thePRG met, discussed and set the questions and the methodology for this year’squestionnaire.  The group felt that thepractice should focus on improving the patient experience and developed the questionsfrom the previous patient questionnaire, which would enable a progresscomparison. Patients had the opportunity to add ideas to the questionnaire butno items were added.
 
Between November 2013 and February 2014, 500 surveys weredistributed and 170 responses were returned representing a 34% response rate.We used various methods to distribute the questionnaire to try to ensure wegained responses from a wide selection of patients. We posted 250 patientsurveys to patients aged between 13 – over 65 years of age together with theirimmunisation/disease management invitations. We also attached questionnaires to our smoking cessation informationletters aiming particularly for a mixture of ethnic diversity and age banding.  Patients were hand-picked at differentclinics e.g. immunisation clinics, diabetic clinics and the travel clinic tocapture as broad as range as possible of age, ethnicity and gender. The surveywas also available to complete within the practice.
 
The practice manager collated the survey results on a spreadsheet and prepared the results in table format for the PRG meeting held inFebruary.  The results were distributedto all PRG members and placed on the notice boards. The patient group wanted tofocus on continuity of care. A comparison of the 2013 and 2014 results werediscussed at the March meeting to enable the next year’s action plan to beformulated.
 
During the March PRG meeting, the comparison questionnaireresults were shared and discussed together with the draft end of year PatientParticipation DES report and the 2014/15 Action Plan.
The patient group reviewed the comparison questionnaire and againagreed to focus on continuity of care. Questions 2 and 6 to be incorporated into the updated 2014/15 actionplan. 
The action plan was updated to reflect the questionnaireresults and to maintain the work so far completed via the 2013/14 Action plan. Therevised plan was circulated to all PRG members (including virtual) for commenttogether with the final draft end of year report.
 

The Past Year:

 
During the past year, a lot has happened within thepractice:
 
  • In April 2013, the Government introduced Clinical Commissioning Groups to replace the old Primary Care Trusts. This means doctors are now much more involved in providing medical services and so are patients.
  • A new clinical system was introduced in September 2013 enabling the whole practice to share one system instead of two separate systems.  This meant doctors and nurses could easily work across both areas of the practice.
  • A new telephone system was introduced to work across both sites including Forthill.
  • The new triage system was introduced.
  • Forthill Surgery re-opened in November 2013.
  • Dr Conley and Dr Stoker recruited three new Partners: Dr Jacobs, Dr Manser and Dr Berkelaar.  Dr Mann and Dr Chaudhry also continue as valued members of the GP team.  This means the practice is building a strong set of doctors who intend to stay, support the practice and focus on continuity of care.
  • The above bullet points relate to enhancing the patient experience by the intended improvement for patient access as previously raised in the patient questionnaire.
  • In October, the practice passed a CQC visit, gratefully supported by the patient group

 
The practice and the PRG work closely together, the PRGcontinues to be a valued critical friend of the practice and has helped thepractice to take on board patient’s views and where at all possible improve thepatient experience. The practice is grateful for the time and considerableeffort put in by members of the PRG.
 
  

     Bermuda and Marlowe Practice Patient Reference Group

Shows how the practice demonstrates that the PRG is representative by providing information on the practice profile:

 

Practice population profile

PRG profile

Difference

 

Age

 

% Under 16

23.08

% Under 16

0

-23.08

 

% 17 - 24

9.70

% 17 - 24

2.85

-6.85

 

 % 25 - 34

16.90

% 25 - 34

3.40

-13.50

 

% 35 - 44

15.83

% 35 - 44

8.57

-7.26

 

% 45 - 54

13.19

% 45 - 54

13.60

0.41

 

% 55 - 64

8.43

% 55 - 64

19.40

10.97

 

% 65 - 74

7.68

% 65 - 74

48.68

41.00

 

% 75 - 85

3.28

% 75 - 85

3.50

0.22

 

% Over 85

1.19

% Over 85

0

-1.19

 

Ethnicity  (Note  Many patients have not previously provided ethnicity details)

 

White

 

White

 

 

 

% British Group

22

% British Group

85.72

-63.72

 

% Irish

0.16

% Irish

0

-0.16

 

Mixed

 

Mixed

 

 

 

% White & Black Caribbean

0.52

% White & Black Caribbean

0

-0.52

 

% White & Black African

0.56

% White & Black African

0

-0.56

 

% White & Asian

0.29

% White & Asian

0

-0.29

 

Asian or Asian British

 

Asian or Asian British

 

 

 

% Indian

1.54

% Indian

5.73

4.19

 

% Pakistani

0.18

% Pakistani

2.85

2.67

 

% Nepalese

0.07

% Nepalese

2.85

              2.78

 

% Bangladeshi

0.10

% Bangladeshi

0

-0.10

 

Black or Black British

 

Black or Black British

 

 

 

% Caribbean

0.16

% Caribbean

0

-0.16

 

% African

1.00

% African

2.85

1.85

 

Chinese or other ethnic group

 

Chinese or other ethnic group

 

 

 

% Chinese

0.17

% Chinese

0

-0.17

 

% Any Other

0.28

% Any Other

0

-0.28

 

Gender

 

% Male

51.16

% Male

40

-11.16

 

% Female

48.84

% Female

60

11.16

 

Practice Specific Care groups

 

e.g. learning disabilities, substance misuse, nursing homes, travelling community, Faith groups, specialist units etc.

 

 

 

Roman House and Marnel Nursing Home

 

 

 

 
 
Patient Reference Group SurveyResults – March 2014
 
We sent out 500 surveys and had 170 responses betweenNovember 2013 and February 2014.  Thisrepresented a 34.0% response rate.
 

 
 
Question 1

Generally, how easy is it to get through to someone at your GP surgery on the phone?
39.41% said very easy
50.0% said fairly easy
7.65% said not very easy
1.18% said not at all easy
1.76% had not tried

 
 
Question 2

How often do you see or speak to a GP or nurse you prefer?
24.71% said always or almost always
14.12% said a lot of the time
27.65% said sometimes
25.88% said not very often
5.88% said never or almost never
1.76% said they don’t mind who they see
 

 
Question 3

Last time you wanted to see or speak to a GP or nurse, were you able to get an appointment to see or speak to someone?
74.71% said yes
14.47 %said yes but had to call back
 4.71% said no
 4.12% said they could not remember
 1.99% did not respond.
 

Question 4

Overall, how would you describe your experience of making the appointment?
49.41% said very good
38.82% said fairly good
  7.65% said neither good nor bad
  2.94% said fairly poor
  1.18% said very poor
 

Question 5

How do you feel about how long you normally have to wait to be seen?
71.76% said they don’t normally wait too long
23.53% said they have to wait a bit too long
  4.71% said they have to wait far too long
 

 Question 6
 
 
 

Last time you saw or spoke to a GP from your surgery, how good was the GP at involving you in decisions about your care?
56.47% said very good
29.41% said fairly good
  9.41% said neither good nor bad
  3.53% said fairly poor
  1.18% said very poor
 
 

 
Question 7
 

How satisfied are you with the hours your surgery is open?
57.06% said very satisfied
34.12% said fairly satisfied
  4.71% said neither satisfied or dissatisfied
  2.35% said fairly dissatisfied
  1.76% don’t know when the surgery is open
 

 
 
Question 8

Would you prefer an appointment system or a walk in system?
48.82% said they preferred an appointment system
  5.29% said they preferred a walk in and wait system
45.89% said they preferred a mix of both
 

 
 
 
Question 9

What times outside normal opening hours would you like the surgery to be open to see GPs and nurses?
 

Time

Mon

Tues

Wed

Thurs

Fri

Sat

7.30-8.00am

14.12%

5.29%

6.47%

4.71%

7.06%

 

6.30-8.00pm

11.76%

10%

4.12%

7.65%

12.94%

 

8.30-11.30am

 

 

 

 

 

 

 
 

Question 10

Please put any other comments that you think we might find helpful to improve our service to you
 
  • I have never seen the same doctor twice and I am unhappy about this.  The doctors I have seen are ok but they don’t know me at all
  • Opening hours – an improvement to this would be good for people who work when doctors are generally open – will there ever be a 7 day operation!!!
  • Would be helpful to have a surgery some Saturdays, or a weekend walk in
  • Online repeat prescription service would be great
  • A quicker turnaround of prescriptions would be helpful
  • To review the system, as when I phone for an appointment, most of the time there is a week till I get to see a doctor
  • I tried to make an emergency appointment, but the phone was constantly engaged.  A message system for the phones might help.
  • I find the service here very good, and have not had any issues in getting an appointment in the last 5 years.
  • Appointments with the practice nurses don’t seem to be very easy to make.  Not sure if that is due to not enough nurses or hours.  Had to wait 2 weeks for my last appointment. 
  • Opening hours – earlier (7.30-8.00) for working people
  • Was once kept waiting an hour past appointment, was very stressful.  More needs to be done for mental health issues.  I sometimes feel that I’m ignored, but is only because the GP has no/little experience with mental health.
  • Phone system is bad, it is hard just to speak to someone
  • All aspects are very good
  • Hard to get results on the phone
  • Would be huge benefit to see the same doctor as much as possible to assist with knowledge of historical health issues.
  • Being able to see the same doctor – passed around too much in order to get a quicker appointment
  • You are a very good service

 
 
Thank you to everyone who completed this survey.
 
The survey was presented to the patient reference groupmeeting held 21.02.14 and 21.03.14.  Thesurvey was discussed and an action plan was drafted.  Please read the action plan and if you feelyou wish to update any of the actions, please contact the Practice Manager(Maryanne).
The PRG and the practice will work through the action planand keep the website updated regarding progress.
 


 
Patient Reference Group Comparison between March 2013 and 2014
 

Question
 

2013 

2014

Response

1) Generally, how easy is it to get through to someone at your GP surgery on the phone?

57%
40%
  3%

39.%
50%
  8%
  1%
  2%
 

Very easy
Fairly easy
Not very easy
Not at all easy
Not tried

2) How often do you speak to the GP you prefer?

20%
20%
37%
20%
  3%

25%
14%
28%
26%
  6%
  1%

Always or almost always
A lot of the time
Sometimes
Not very often
Never or almost never
Don’t mind who they see

3) Last time you wanted to see or speak to a GP or nurse, were you able to get an appointment to see or speak to someone?

70%
19%
  7%
  4%

75%
15%
  5%
  4%
  1%

Yes
Yes but had to call back
No
Could not remember
Did not respond

4) Overall, how would you describe our experience of making the appointment?
 

49%
33%
13%
  5%

50%
38.%
   8%
   3%
   1%

Very good
Fairly good
Neither good nor bad
Fairly poor
Very poor

5) How do you feel about how long you normally have to wait to be seen?

62%
28%
  8%
  2%

72%
24%
  4%
 

Not normally too long
A bit too long
Far too long

6) Last time you saw or spoke to a GP, how good was that GP at involving you in decisions about your care?
 

73%
20%
  5%
  2%

56%
30%
  9%
   4%
   1%

Very good
Fairly good
Neither good nor bad
Fairly poor
Very poor

7) How satisfied are you with the hours that the surgery is open?
 

70%
27%
  2%
  1%
 

57%
34%
  5%
  2%
  2%

Very satisfied
Fairly satisfied
Neither satisfied or dissatisfied
Fairly dissatisfied
Don’t know when open

8) Would you prefer an appointment system or a walk in and wait system?
 

44%
5%
38%
13%

49%
   5%
46%
 

Preferred appointment system
Preferred a walk in and wait system
A mix of both
No preference

 
Overall, similarresults.  There have been manychanges during this past year, as we become more settled, we would expectpatient experience to improve.
Outcome:
Q1 To continue tomonitor the telephone call rate and response time – we know the new system hashad teething problems and are working with our supplier to resolve these
Q2 We haveengaged more regular doctors so this area should improve further
Q3 Similarresults with a slight improvement this year
Q4 Similarresults with a slight improvement this year
Q5 Improvedwaiting times on previous year
Q6 Similarresults to last year and an area to improve
Q7 Similarresults to previous year
Q8 The telephonetriage system has enabled the doctors to treat many more patients thanpreviously.


 

PRG Action Plan 2014-15
 

What Needs Doing?

How are we going to do this?

Who

When

Achieved?

 
Regular quarterly newsletters

The PRG will assist to produce the newsletters on a quarterly basis and will include patient input as well as news from the practice.  The aim is to improve communication and to improve patient knowledge about many aspects of the practice including GP skill set and health promotion

 
The PRG and the practice
 

April 14 onwards

Achieved in 2013/14 and on-going for 2014/15

Waiting area improvements required

To continue with improvements e.g. decoration and seating
 

The practice

ASAP and an on-going programme

Partially achieved in 2013/14 and on-going for 2014/15

Website improvements

To include online appointments and ensure the quarterly newsletters are uploaded
 

The practice

On-going

Achieved in 2013/14 and on-going for 2014/15

Increase number of younger PRG members

To actively try to engage a diverse group of younger patients (16-45) to join the PRG. This to be achieved by utilising the TV monitor, website, posters and newsletters

The PRG and the Practice

On-going

Partially achieved in 2013/14 and on-going for 2014/15

To improve the opportunity to speak with GP or nurse of patient choice and to have a named GP for patients aged over 75 and those with complex medical needs.

This relates to question 2 & 6 of the 2013/14 survey which showed patient’s sometimes had difficulty in speaking with the doctor of their choice.  The practice plans to try to improve this by engaging more regular doctors.

The practice

 
On-going

Partially achieved in 2013/14 and on-going for 2014/15

 
 
The PRG meet on a monthly basis and the plan will bereviewed regularly.  It is hoped that bythe end of the next year the practice will have improved communication andachieve all or most of the aims of the above plan.  The main aim is to continually improve thepatient experience during their visit to the surgery. 
 
 

MORE INFORMATION

 
Bermuda PracticeSurgery Opening Times

 No lunch time closure

Morning

Afternoon

Monday

07:30   to

 19:30

Tuesday

08.00   to

 19.30

Wednesday

07.30   to

 18.30

Thursday

08:00   to

 18.30

Friday

08.00   to

 18:00

Weekend

Closed

Closed

 Extended Hoursof opening - for patients who are unable to attend surgery during normalsurgery hours:

Monday

 07.30 – 08.00
 18.30 – 19.30

Tuesday

 18.30 – 19.30

Saturday (check date with reception)

 07.30 – 08.00

 
 
Appointments:Telephone 01256 464151 and speak to our receptionist who will be able to bookyou an appointment with a nurse or doctor or she can ask the doctor to call youback.
 
Results: Pleaseask for results after 2.00pm.
 
Prescriptionswill be ready within 48 hours of receipt of the repeat form.
Please complete the repeat prescription form or complete ablank form at reception and leave in the prescription box. 
Online repeat prescription requesting is now available –just complete the form
We can send the prescription to the pharmacy of your choice– just let us know.
 
When We Are Closed
If you require medical assistance when the surgery isclosed, please dial 111 which thenew out of hours service. Calls to the NHS 111 service are free from bothlandlines and mobiles.
 

If you have a life threatening medical emergency please dial999

Noticeboard

Care Data

The roll-out of NHS England’s patient data sharing scheme is to delayed until the autumn. This is to allow time for a clearer explanation of the scheme. You can read more about Care Data and if you would like to opt out of the scheme you will need to complete the opt-out form. Please return this to the surgery.  

Repeat Prescriptions

Repeats prescriptions can be requested by filling out our online form. First you will need to get a unique user name and password from Reception. For more details click here.



Booking Appointments

We have a team of specialist doctors and nurses at the practice. Please give a description of your symptoms to the receptionist so that we can help you more efficiently. 


Cancelling Appointment
If you need to cancel your appointment please remember to let us know by telephone or use the cancel form.  


 
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