Shifnal & Priorslee Patients’ Voice Group

1. Shifnal & Priorslee Patients’ Voice Group Here at the Shifnal and Priorslee Medical Practice we are proud to have a patient group who provide us with an insight to the views, thoughts and ideas of our patients. Members of the patient group have helped to develop the Patient Survey for 2011/12 and the results and actions have been fully discussed with them. This Statement gives some information about the patient group and is followed by the Survey Report. The Group is called Shifnal & Priorslee Patients` Voice and first met in April 2011. During their first year they have supported the practice in a number of ways such as; they have helped research and set up the Practice website, helped with the bid for a new Medical Centre, conducted a Patient Travel Survey, set up a Carer`s Group, helped at the Flu Clinics, produced a leaflet with Information for Patients about Transport options for those who need help for getting to appointments etc. Members of the group have also participated in the Shropshire Patient Participation Group meetings and Network events. More recently they have helped us to produce a patient survey. The Patient Group meets monthly currently alternating between daytime and evening meetings and currently has 23 members. The Group is a mix of men and women ranging in age from 31 to 70+. Agendas and notes of the meetings are pinned up on the Patient Group Notice boards in both Surgeries.To try and obtain wider views the patient group has produced a leaflet with Information about the group and this is displayed in both surgeries. The group has written articles for the local Community paper in Shifnal called The Scroll and had an article about the group published in the `In and Around` Booklet which is delivered to most households in the Shifnal and Priorslee areas. Members of the Group have been to talk to local community groups and have drawn up a list of Voluntary and Community Groups and PTA`s and plan to arrange to speak to as many of them as possible during the year ahead.

2. The group would like to hear more from patients who work, families and young people but we appreciate it is not always possible with busy lives to attend meetings. If you would like to be more involved but would find it difficult to attend meetings you could join the Virtual patient Reference Group via this website. We will be asking the Virtual Group to give us their views from time to time on a range of issues. Members of the patients’ group have experience of a range of medical conditions and situations and this knowledge is very valuable in helping us support specific needs; however they are also very proud of their role in bringing forward the views of all members of the community and support every patient to have their concerns and comments heard if they are asked to do so. There is a Shifnal & Priorslee Patients Voice leaflet for Comments and feedback in the Reception area in both surgeries. There is also a `post` box marked `Patient Group`. The results of the recent survey can be found below. These results were discussed with the patient group and the following action has been agreed: The Patient Group will work with the Practice to improve patients understanding of the Triage system and how it works. For more information about the patient group please contact shifnalppg@hotmail.co.uk or pick up a leaflet in either surgery.

3. Patient Survey 2011/2012Shifnal & Priorslee Medical Practice Aim of the survey: The Patient Group had reported that they had had several comments about the appointment system and in particular the use of Triage. The Group was unsure if patients understood fully what ‘Triage’ was and how the appointment system worked. Development of Questionnaire and Survey Methodology A subgroup of 3 members of the Patient Group met with the Practice Manager to devise the survey. It was agreed that patients would be asked to complete the survey either by telephone (in the first instance) or by post. The questions are detailed at the top of each bar chart. The survey was carried out and analysed by a person on behalf of the Practice, who is not a patient, so they would have an independent view. They discussed how the results should be published. It was agreed that bar charts would be the best format. The results would be published on the Practice Website and advertised on the Practice Notice Boards at both sites. Target population A target number of 200 surveys (50 patients per partner) were to be completed. The surgery ran random patient audits across all age ranges from 16 years to 110 years. Current Practice Population 9,694 The survey was carried out between 13 December 2011 and 21 February 2012.

4. Throughout all of the age groups most said that they understood the appointment system. ‘Yes I think so’ was an extremely popular answer perhaps indicating some to be slightly unsure? Some also reported that they understood the system but did not like how they had to go through the triage system (however many of these still answered favourably when asked Q’s 7 & 8. There were also however a lot of positive comments about triage and sorting appointments this way. Results – Question 1

5. Although not always an ideal outcome, most patients were aware that when they telephoned the surgery for an appointment on that day they would expect to be told that a triage nurse would call them back. Not all were happy with this arrangement but many comments were made, which reflected that although this would not be what they would wish for in an ideal world, they could see why the system was in place, that it worked and due to increased demand, necessary. Results – Question 2

6. Most patients across the board reported that when they wanted an appointment in the near future they would expect to be able to get an appointment with a GP in the next few days. Some did add that it would take longer than this e.g. within 2 weeks but that this is usually what happens. The 16 – 24 year age group category had the most varying answers with questions 2 through to 5, suggesting some lack of understanding. This was mainly due to them not actually making the appointment to see the doctor themselves. Results – Question 3

7. When asked their expectations in terms of being able to book an appointment with the GP of their choice. Most across all age groups expected to be able to make an appointment with the receptionist. Some dissatisfaction was expressed (most notably within the 46-60 age group) that they found it unacceptable to have to phone again to make an appointment at a later date. In a few cases people seemed angry that people were not attending their appointments resulting in the 2 week period being in place, suggestions of flagging up these patients and even fines were made. Results – Question 4

8. Although the chart shows most people do understand triage, it became apparent when doing the telephone questionnaires that people could explain the triage system and the role of the triage nurse. However, they would say that they did not actually know the definition of the word ‘triage’ i.e. the dictionary definition. The 16 – 24 age group were the least knowledgeable about triage, many had not used the system and quite a large proportion, and particularly under 18 said their parents usually called for them Results – Question 5

9. Many 16 – 24 age groups had not used the triage system recently (or at all). Those patients with young children reported they use the triage system regularly. Many positive comments were given with regard to how good the system is in identifying the priority of young children, the advice given and the service generally. Within the older patients it was highlighted that there is a difficulty in giving personal details to the triage nurse and for the doctor not to be their first port of call. In this instance most expressed an understanding of how and why the system was in place but had difficulty in accepting the change. Results – Question 6

10. Most patients reported that they were phoned back by the triage nurse at the time indicated by the receptionist. A few reported that they were not given a timescale in which the nurse would return their call. Results – Question 7

11. Most patients were satisfied that their telephone conversation with the triage nurse met their needs, dissatisfaction was slightly higher within the older age groups, when asked why they were not happy, a few reported that they would prefer to speak to a doctor. Some reported that they would have preferred to come in and see the triage nurse. Results – Question 8

12. Although usually each patient asked had a preference to one surgery or another (some more strongly than others) most were willing to accept an appointment at either surgery. In most cases the patient reported that they would prefer to go to their ‘2nd choice’ surgery rather than wait. However, broadly speaking there was about a quarter of the patients for whom it was not possible. The most common contributing factor was transport, as there were no available bus services. In the 46 – 60 age range and the 81+ category, were patients that were most unwilling to travel to the other surgery (as high as a 3rd). Other factors were the patient could not drive or simply disagreed with having to go to the other surgery that was not convenient to them. Results – Question 9

13. Surveys completed Telephone 128 Letter 98 Total 226 Total Answered by telephone: 16 – 24 17 25 – 45 35 46 – 60 36 61 – 80 31 81+ 9 Total Answered by letter: 16 – 24 6 25 – 45 36 46 – 60 31 61 – 80 18 81+ 7 465 patients were contacted by telephone / letter / or both. Surveys completed

14. Patient Survey 2011/2012 Conclusion • Most patients that were contacted throughout all age group categories were happy to give their views and answer the questionnaire. • Most patients do understand the appointment system and the procedure when they phone in. • Most patients understand the triage system, in terms of how it works. • Many positive comments about the triage system came from the patients. Not ideal for all, not always their first choice, but helpful and works Action Although it appears from this survey that most patients have a good understanding of the triage system and how it works, providing information on the system would be helpful to patients. • The Patient Group will work with the Practice to improve patients understanding of the Triage system and how it works.