Transcript Patient Participation Group 2012

Patient Participation Group
2012
Great Harwood Medical Group
Dr RP Grayson,
Dr AK Tyagi,
Dr L Radice,
Dr J Ireland.
Sarah Lord Practice Manager.
Welcome to Session 3
• Third of 4-6 proposed PPG sessions 2012
• Second Meeting- Establishing priorites
– Minutes& Questionnaire sent out to you.
• How would you like to see the Practice develop?
AGENDA
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Planning Changes to the Practice
Your Feedback from the second meeting
Results of the Survey
Q&A
Any other business
Arrangements for the next meeting.
Evening or afternoon?
Feedback
• Second meeting
• Discussion of what impacts on your
experience of our service
• Information gathering
• Feedback Questionnaire
Results of the Survey
1) ACCESS
The surgery currently offers a combination of
appointments which are bookable up to 4 weeks in
advance and same day appointments for urgent
problems. Over one hundred appointments are lost
each month due to patients not turning up. To try to
reduce this number of missed appointments we are
looking at alternative appointment options. Which of
the following would you prefer?
Results
ACCESS
Appoinment type
mixed
2 week
pre book
sit and
wait
A majority of respondents (11/12)
suggested a combination of advanced
bookable appointments and urgent
appointments on the same day.
Of those, a number of people felt that
a ‘drop-in’ sit & wait option would be
useful in addition to pre-booked
appointments
Also strong views on missed
appointments!
Results
Waiting
Waiting time
A majority of respondents were
happy with the waiting time for
their appointments.
<10 mins
10-20mins
>20mins
There was an appreciation and
understanding of the factors which
cause appointments to overrun.
Suggestion was made of the
possibility of using the waiting time
constructively, for example
updating contact details or other
information.
2) CONTACTING US
Thinking of other forms of consultation would you like
the option of:Telephone consultation with a GP:
Email consultation with a GP:
contact type
Many respondents felt that
newer forms of consultation
could be useful
Telephone consultations were
particularly favoured.
Email
Telephone
A good number also like the
idea of email communication
Limitations to this type of
contact were also recognised
Contacting us
How do you find getting through to the
practice by telephone?
Most patients were content with
telephone accessibility.
Telephone contact
Concerns voiced about early
morning engaged tones
Easy
3) SERVICES
The practice is scheduled to move into the new purpose built
health centre at the end of this year. What new services would
you like to see provided in the new building?
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0
dentist
walk in service
acupuncture
dietician
Women and children
Elderly Services
Diagnostic imaging
Well person
Diabetes
Physio
hearing
Chiropody
4) INFORMATION
The practice would like to keep patients
informed of new services and changes to
current services. Would you like to be
informed by:-
Staff on duty notice board
Publicity in outside facilities
News
Website
Email
Printed
Newsletter
Posters
Meetings
Majority of respondents felt that
we should use all communication
types, making the most of
traditional and modern methods
to reach as many of our
community as possible.
5) PRESCRIBING
From a patient safety aspect we discourage
patients from ordering medications over the
telephone as mistakes can be serious.
How do you prefer to order your prescriptions?
ordering method
Many favourable comments about
new ways of requesting medication
Mixed experiences with pharmacy
ordering
email
website
in person
postal
chemist
Useful for those on the same regular
medications, but not for varying
drugs.
GHMG Where are we now?
• Priority on ‘pre-booked’ appts
• 2 to 4 week pre booking limit- Choice of GP
• Guaranteed same day 5 minute urgent
appointments- No choice of GP
• Over 800 appointments not attended
in 2012!
• > One whole month of GP time
Proposals
To take account of your views and plan our services accordingly
Review our appointment system
Pre-book routine system with ‘Drop in’ clinic,
Vs
Pre book routine system with same day urgent appts? Which is best?
Telephone consultations , Email, Video consultations?
Review our communication
Brand new website, text messaging, email contact,
Paper newsletter quarterly, bulletins to all registered emails
Review our Services
We already provide well person clinics . Publicity not enough?
Some services are not directly provided by us
Questions?
The next session
• Present appointment audit data from the practice
• Feed back our proposed changes
• Examples of new suggested innovations
• Explore any new ideas from you
• Jot down your thoughts for agenda items for
the next meeting.
• Email to [email protected]
• Or hand in in writing at reception
• All information will be completely anonymous
• Opportunity for free questions in every session.
Thank You 
GHMG