Red Roofs Surgery Local Patient Participation Report

1. Red Roofs Surgery Local Patient Participation Report • We are a long-established practice, located close to the centre of Nuneaton, serving approximately 15,500 patients. • Our opening hours are: Mon/Fri 08.00-12.00 and 13.30-18.30, Saturday 08.00-12.00 (pre-booked only) • We have an active Patient Participation Group (PPG) meeting 6 times a year, established for over 14 years. • In 2011 we established a Patient Reference Group (PRG) and members can be contacted by e-mail or post.

2. Patient engagement (1) • This year, building upon our previous work, we have also sough to engage with ethnic minorities and hard to reach communities. • We worked in conjunction with the Local Councils liaison worker to meet with Leaders from ethnic minority groups. • The meeting had the following objectives – • Form contacts with community leaders • Raise awareness of services and how to access them • Discuss any faith or cultural barriers • Raise awareness of methods of engaging with Practices and the CCG • Explore options to improve ethnic minority engagement

3. Patient engagement (2) • The content presented to the meeting and a copy of the minutes are both available through a link on our website ….. Patient engagement.ppt we are plan to arrange a follow up meeting in April/May. • We also met with community leaders from the Wembrook area to discuss the challenges their community face in accessing services. Minutes are available through the link on our website and a follow up meeting is planned.

4. PRG GROUP • 300+ patients registered either with or without e-mail. • 3.4% are of non-white ethnicity compared to 10% of our practice population. • 60:40 ratio of female to male compared to 51:49 of our practice population. • 30% were below the age of 45 compared to 56% of our practice population.

5. PRG GROUP SURVEY Using feedback from previous years, current relevant topics and issues we conducted a survey of this group: • There were 104 respondents to the survey. • 78% were aware that we offered Saturday morning appointments • 67% were registered and using our on-line services. • 87% rated the service as average or above. • 76% rated our access as average or above, with 56% above average or excellent. • 91% did not think that we should be present on face book or twitter. • 54% thought that we should use TXT alerts for appointments. • 67% thought that we should offer later opening

6. PRG GROUP SURVEY results and discussions. • Social Media – from these results it is clear that there is not support for us expanding the use of this forum at present, with concerns raised around how it may be used given that there is little or no mediation or management of comments. • TXT alerts, this function will become available to us very shortly and we were interested to see how popular this may be, as we had concerns around the frequency that people changed mobile phones and therefore the potential for inaccuracy. As part of the On line Services registration we have stated that email and telephone will be used for confirmations of appointments, however given the number of patients who expressed a preference not to receive these, then we not use it for other patients who had not signed up for this service.

7. PRG GROUP SURVEY Results and discussions • On Line Services – We now have over 3000 or 20% of our patients registered to use this system. We have had very positive feedback from patients and this is reflected in 87% rating it average or above. We will very shortly have the capacity to send automated email confirmation of appointments and will seek to use this platform to invite patients for clinics. • Saturday Clinics – This has been running for over 12 months now and there is a high level of awareness at 78%. • Access – We have been monitoring our access during December and January and found that across these months we were still offering an appointment either on the same day or the following morning at 11.00am of the current day.

8. PRG GROUP SURVEY Results and Discussions • Later opening – 67% of patients thought that we should open later on an evening. We have explored this option previously when we were planning to offer the extended hours service. After considering a number of factors, we opted for our Saturday morning clinics, which have proved to be very popular. Amongst other factors we felt that during the winter period, with darker nights, a later opening would not be so well attended and if we had severe weather, we may need to cancel these sessions. We did adjust the numbers of late pre-bookable appointments in the week, so that patients who were working could book these as they were mostly available in the morning sessions or early afternoon. Given the findings of our access audit and the fact that Saturday mornings give us the opportunity to provide a consistent service to patients, along with their popularity, we are unlikely to change to a later opening arrangement.

9. PRG GROUP Other comments The following other themes emerged from feedback:- 1. Telephone –. Most comments related to difficulty getting through, time on hold or GP’s not picking up telephone appointments. - We request that all GP’s, who can not take the telephone appointment on time, notify the reception team so that the patient is not kept on hold. 2. Prescriptions – suggestions of moving chemists and homes to specific times through to opening lunchtimes and txt reminders when the script is ready. – Drivers collect from a number of practices and would find it very difficult to adhere to a strict time. We do not have the facility to send a message when prescriptions are available. 3. Operational – long waiting times past the appointment time, more toys for children, lack of continuity when trying to see the same GP, portable records. – A GP will give as much time as they feel is necessary to the patient and would not ask them to leave after their allotted time. We will investigate setting up a children’s area within the waiting rooms. We feel that our high level of advance booking supports continuity of care for people with chronic conditions. Portable records pose a significant data protection threat, a more likely option would be access through an on line portal. 4. VOS – Increase the type of appointments available, make passwords or logging in simpler. – We have limited this to face to face GP consultations initially but will explore this option through the coming year once confirmations are available.

10. Red Roofs 2013 • Last year we said that we would do the following: • continue to explore methods to enhance communication and engagement with our patients. • provide performance data via our website. • support on-line access and future developments. • develop our patient display systems to provide informative and relevant information. • listen to our patient groups, seek engagement and explain decisions to you. • actively support our area Clinical Commissioning Group.

11. Red Roofs 2013 • So how did we do? • continue to explore methods to enhance communication and engagement with our patients. – We have installed two display screens providing Practice specific and Health related information and display performance data via our website. • support on-line access and future developments.- We now have over 3000 patients registered to use the system, putting us towards the top of practice users in the UK. • develop our patient display systems to provide informative and relevant information. We regularly change the information on the screens, to reflect either seasonal or current Health guidance. • listen to our patient groups, seek engagement and explain decisions to you. – We have continued our bi-monthly PPG group meetings, maintained and used our PRG group and engaged with Ethnic minority Leaders and Hard to reach communities. • actively support our area Clinical Commissioning Group. – We continue our active involvement in this area providing the Chair, Mental Health and Prescribing lead from our Practice.

12. Red Roofs 2014 Following discussion with the PPG in our March meeting we have concluded the following:- • Continue with the previously indentified priorities. • Improve patient information and awareness through active engagement and other media. • Develop on line services and messaging. • Work with Ethnic minorities and Hard to reach groups. • Support the North Warwickshire CCG in improving the Health economy. • Provide Monthly performance based data.

13. Finally we wanted to say a big……… Thank you! To everyone who has, attended meetings, completed surveys or spoken to me or other staff in or out of the practice. We are very grateful for your continued support and feedback Red Roofs 2014