Patient Participation Group Report 2013/14
The Group was formed in 2011/2012 and currently consists of a Chair Person and 7 patient members who regularly attend monthly meetings. There are 6 female members and 2 male members at this time. The meetings are also attended by Dr Davies and the Practice Manager, Stephen Carr, who have no voting rights. The group is open to new members, especially from the under 40 age group and steps have been taken to encourage more participation from this group of patients by advertising in the Parish magazine, displaying posters in the practice waiting areas and publicising the group on our practice website. Members of the group have also been actively trying to engage with members of the community by manning a stall at the 2013 Aston Summer Fayre and also by personally handing out the Patient Survey forms in the Health Centre.
It was agreed between the group and the practice in 2012/13 that a new and improved Practice website with the facility to order prescriptions and make appointments on-line would be commissioned. This was completed and the new website was available from March 2013. On-line repeat prescribing was made available shortly afterwards and since the start of December 2013 a number of GP appointments have been available to book using the on-line facility. The practice has been actively promoting these on-line services and we have at present around 5% of patients registered to use the service. We hope this number will continue to grow.
The content of the 2013/14 Patient Survey was agreed at meetings of the group during March, April and May and the questionnaire was produced and handed out by members of the Patient Group in the surgery to patients attending during October, November and December 2013. Out of approximately 500 questionnaires handed out, 384 where returned complete and the answers used to compile a report which was made available to the group for discussion at the AGM on 24th January 2014. The report can be found by clicking on the link below, and posters setting out the findings of the survey and what we have done or propose to do have been displayed in the waiting areas.
The findings of most interest to the group were that 39% of patients responded that “getting through to the practice on the telephone” was either not very easy or not at all easy. The practice has already taken steps to improve patient experience in this respect by contacting the telephone system supplier who has put together an improved solution. A number of on-line appointments have been made available for patients since December 2013 and the practice is actively advertising the service. It is hoped that using the on-line service will eventually reduce demand on the telephone as patients are able to book and cancel through the facility. The survey revealed that 70% of the patients surveyed have internet access so there is plenty of scope to move demand away from telephones to internet.
25% of those surveyed stated that they had missed an appointment at some time in the past. The group agreed with the practice that this is an area of concern and that action needs to be taken to improve this. It was agreed that the practice would regularly publicise details of DNA rates on the website and through posters and the Information boards in the waiting areas.
Positive findings included the fact that 90% of patients surveyed would definitely recommend the practice to anyone moving into the area, 77% were able to book a routine appointment more than 2 working days ahead and 65% were able to make an appointment the same day or within the next 2 working days.
Practice Opening Hours – Swallownest Health Centre opening hours can be found on this website and in the “Practice Guide to Services” which was jointly compiled and approved by the Patient Group and the practice and on posters in the practice waiting areas. A copy of the Guide to Services can be requested at reception.
The practice opening hours are currently Monday to Friday – 08.30 to 18.30.
A number of GP appointments are available under our extended hour’s service on Monday evenings between 18.30 and 20.30. The GPs’ work these extended hours on a rota basis. These appointments can be booked via the practice reception either in person or by telephone, or online through this website.
On-Line appointments have been available since the beginning of December 2013 and registering for this service simply requires patients to enquire at reception, producing some form of photographic identification.
Identification is important to ensure strict patient confidentiality as using this service allows patients to see details of past and future appointments as well as ordering and viewing details of repeat prescriptions.
31 January 2014