Longton Health Centre Patient Engagement Day · 2017-04-12 · Aysha Desai (Lead Project Officer)...

Longton Health Centre

Patient Engagement Day

Contact details:LongtonHealthCentreLiverpoolRoadLongtonPrestonPR45HA

Date and time of visits: 8thJune,2016-8.00am-1pm14thJune,2016-1pm–6.30pm

Healthwatch Lancashire representatives:AyshaDesai(LeadProjectOfficer)AmandaHiggins(ProjectOfficer)IlyasPatel(ProjectOfficer)LindaBrown(SeniorProjectOfficer)LindaBroomhead(Volunteer)SheenaThompson(Volunteer)

V1.3

Healthwatch Lancashire Patient Engagement Day Report

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Introduction

HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.

OnWednesday8thandTuesday14thJune,2016,fourprojectofficersandtwovolunteersfromHealthwatchLancashiregatheredsurveyresponsesfrompatientsatLongtonHealthCentre,toobtaintheviewsofpeopleusingtheserviceandtoobservetheenvironment.

Thisreportsummarisesreviewsfrom84patients.

DISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimesofthevisits,andisonlyrepresentativeoftheviewsofthepatientswhometmembersofthePatientEngagementDayteamonthosedates.

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General Information LongtonHealthCentreisaprivatelyownedGPsurgerywith10,925registeredpatients.Itiscurrentlyacceptingnewpatients.Thesurgeryopeningtimesareusuallybetween8.00amand6.30pm,withextendedopeningtimesonMondaysupto8.00pm.Thereareonlinefacilitiesincludingbookingappointments,orderingrepeatprescriptionsandviewingtestresults.ThePracticeManagerisWendyMcNeice.

Methodology ThesevisitswerearrangedaspartofHealthwatchLancashire’sPatientEngagementDayschedule.FromSeptember2015toMay2016thesewereundertakeninhospitalsettingsandrevealedthevalueofspeakingwiththepublicwithinthehealthsettingbeingdiscussed.ThisenabledthepublictoinfluencehospitalservicesthroughHealthwatchLancashirediscussingthefindingswithhospitaltrusts,andrequestingresponsesandactionplanswherenecessary.AssuchanewphaseofPatientEngagementDaysbeganinJune2016,focusingonpatients’experiencesofGPsurgeries.

ThefocusofthisphaseofPatientEngagementDaysistogatherpatients’viewsontheaccessibilityoftheirGPsurgery,thequalityofcareprovidedandtheawarenessofpatientinvolvementviaPatientParticipationGroups.Theteamofprojectofficersandvolunteersspeakwithpatientsinthewaitingroomandrecordtheirfeedback.Theteamalsocollatesobservationsofwhatisseenonthevisits.

Theteamcompileareportreflectingtheseobservationsandthefeedbackgained.Thereportissenttothemanagerofthefacilityforvalidationofthefacts.AnyresponsefromthemanagerisincludedwiththefinalversionofthereportwhichispublishedontheHealthwatchLancashirewebsiteat:healthwatchlancashire.co.uk/reports

Thisreportreflectstheviewsof84peoplethatwespokewithatthesurgery,however,notallsurveyswerecompletedinfull.Thisisoftenduetopatientsbeingcalledintotheirappointmentsduringthequestionnaire.Assuch,thetotalnumberofpeoplethatansweredeachquestionwillbedetailedinbracketsundertheresultsofeachquestion.

Acknowledgements HealthwatchLancashirewouldliketothankthepatientsfortakingpartinthesurvey.WewouldalsoliketothankthePracticeManager,WendyMcNeice,togetherwiththestaffatthesurgery,formakingusfeelsowelcomeduringthevisits.

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Patient Engagement Day Observations

LocationThefacilityislocatedinLongton,whichisapproximatelyfivemilesfromPrestonCityCentreandisaccessiblebybus.Thereisaprivatepharmacylocatedinthevillage.

ExternalEnvironmentThehealthcentrehasacarparkwithdesignateddisabledparkingspaces.Thecarparkwasbusyatthetimesofourvisits.

InternalEnvironment-FirstImpressionsLongtonHealthCentreisasinglestoreybuilding.Thereisdisabledaccesstothesurgerywithautomaticdoorsattheentrance.Onthedaysofthevisits,thesurgerywasbusybutappearedorganisedandclean.Theseatinginthesurgeryappearedcomfortableandwedidnotseeanypatientsstrugglingtofindaseat.

ReceptionTherewerethreereceptionistsondutyduringbothvisitstothesurgery.Interactionsbetweenreceptionstaffandpatientsappearedprofessionalandfriendlyatalltimes.Thereappearedtobealackofprivacywhenpatientsspokewithreceptionists.

PatientInvolvementTherewereseveralinformativeandwell-presentednoticeboardsinthewaitingarea.OnenoticeboardthatwasondisplayattheentrancetothesurgeryprovideddetailsofthenextPatientParticipationGroupmeeting.Inthereceptionarea,copiesofthefirstPatientParticipationGroupnewsletterwereavailable.

Healthwatch Lancashire Patient Engagement Day Report

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T h e P a t i e n t E n g a g e m e n t D a y s a t L o n g t o n H e a l t h C e n t r e t o o k p l a c e o n t h e 8 t h a n d 1 4 t h J u n e , 2 0 1 6 . 8 4 p e o p l e s h a r e d t h e i r v i e w s

Results - Access and Booking Appointments

1. We asked: ‘How did you make your appointment for today?’

Telephone Online At reception Repeat appointment

57 % 0 % 18 % 25 %

(Outof76people)

Ofthepatientswhodidnotanswerthisquestion,thiswaseitherbecausetheyhadreceivedaletterfortheirappointment,theirappointmentwaspre-booked,ortheywereattendingthebabyclinicwhichdidnotrequireanappointmenttobebooked.

2. We asked: ‘Do you use online booking?’

9 % said Yes 91 % said No

(Outof81people)

3. We asked those that answered No to Q2: ‘why is this?’

Don’t use a computer

Don’t want to Unaware of it Don’t have log in details yet

14% 53 % 18 % 15 %

(Outof66people)

Mostpatientsdidnotuseonlinebookingtomakeappointmentsbecausetheydidnotwantto.Somewereunawareoftheservice,whilstotherspreferredtousethetelephoneorvisitthesurgerytomakeanappointment:

“Iprefertousethetelephonethanbookonline.”“Theonlinesystemisdifficulttouseasyoucan’tmakemultipleappointments.ForroutineappointmentsthatIneedtobookeveryfourweeks,Ican’tbookthesemorethanacoupleofweeksinadvance.”“IliveverylocalsoImakemyappointmentsbycomingtothesurgery.”

4. We asked: ‘Did you get a reminder for your appointment today? ’

48 % said Yes 52 % said No

(Outof73people)

Healthwatch Lancashire Patient Engagement Day Report

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5. We asked: ‘Overall, how would you rate your experience of booking your appointment fortoday? ’

20 % said Poor 17 % said Could Be Improved 63 % said Excellent

(Outof71people)

Almosttwothirdsofpatientsfoundtheexperienceofbookingappointmentsexcellent,although37%feltitwaspoororcouldbeimproved.

“Ilikethenewappointmentsystem.Itisbetterthantheoldsystemwhenyouhadtowaittwotothreeweeksforanappointment.Throughthetriagesystem,thedoctorsphoneyoubackandasksyoutocomeinifneeded.Theonlyissuewiththisisyouhavetowaitathomeforthecallback,whichisusuallyintheafternoon.”“Myappointmentwasmadeformebythesurgery.Ireceivedaletter.”“ThesystemwentdownbutsomeonephonedmebacklaterandIwasgivenanurgentappointmentfortoday.”“Iwalkedintoreceptionandjustgotanappointmentassomeonehadcancelledtheirappointment.”

6. We asked: ‘Do you find it difficult to get same day/urgent appointments?

62 % said Yes 23% said No 15% were Not Applicable

(Outof81people)

Overhalfofthepatientssurveyedsaidtheystruggletobooksamedayorurgentappointmentsatthesurgery:

“Youcan’tgeturgent/samedayappointmentsunlessitisanemergency.Youstillhavetowaitforacallbacktoarrange.”“Isometimesfinditdifficulttogeturgent/samedayappointments.”Ifinditdifficulttogeturgent/samedayappointmentsbecauseIwork.”“Irangeighttimestogetsomeonetoanswerthetelephoneforanurgentappointment.”“IfinditdifficulttoseeadoctorwhenIneedto.”

Severalpatientsfeltthatthesurgery’snewappointmentbookingsystemwasproblematic,withsomepatientsstrugglingtogetthroughtoreceptiononthetelephone:

“Withthenewsystem,Icannolongergetthroughonthetelephone.”“Itishardworkgettingthroughonthetelephoneandgettingappointments.”“Thenewappointmentsystemismoredifficult.Iwasringingalldayyesterdaybutcouldnotgetthrough.”“Atthemomentitisdifficultduetonotbeingabletogetthrough.IttakesagestogetthroughandthenIhavetowaitforadoctortoringmebacktoseeiftheywillseeme.”

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Somewereunhappythattheycouldnolongerseethedoctoroftheirchoice:

“Iamnothappywiththenewbookingsystemasyoucannotseethedoctoryouwanttosee.”“Can’tseethesameGP.Thereisnochoicegiven.”“Appointmentmadetoday.Idon’tlikethenewtelephonesystemasyoucan’tchoosewhichdoctoryouwanttosee.”

Somewereunhappythattheyhadtodiscusstheirhealthtothereceptionists:

“Thenewbookingsystemisnotgood.Youhavetogiveyoursymptomstothereceptionistfirst.”“I’mnothappywithgivinganexplanationatreceptionastowhyIneedtoseetheGP.”

7. We asked: ‘Do you find it difficult to get routine appointments?’

30% said Yes 47% said No 23% were Not Applicable

(Outof81people)

Patientstendedtofinditeasiertomakeroutineappointmentsthansamedayorurgentappointments,howeversomepatientsstruggledtobookroutineappointments:

“IhavenothadtroublewithroutineappointmentsinthepastbutIdon’tknowhowthenewsystemwillworkasIcannotmakeappointmentsinadvanceandIneedrepeatappointmentsonceeverythreemonths.”“ImakemyappointmentswiththedoctorasIhavehaddifficultiesgettingappointmentswiththenurseduetoashortageofnurses.”“Ihavetowaittwotothreeweeksforaroutineappointment.”“IhadtoringthepracticemanagerasIwastryingforalongtimetogetareferralforalongstandingproblem.”

8. We asked: ‘Do you have any difficulties getting to the surgery? E.g. transport, walking distance, parking’

3% said Yes 97% said No

(Outof78people)

Healthwatch Lancashire Patient Engagement Day Report

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9. We asked: ‘Are the opening times here convenient for you?’

97% said Yes 3% said No

(Outof78people)

Themajorityofpatientsfeltthattheopeningtimeswereconvenientwithonepatientsayingtheywerehappywiththeweekendopeninghours.However,onepatientfeltthattheyshouldbelonger:

“Theopeningtimescouldbeimproved.”“IamhappythatthesurgeryisalsoopenonaSaturdaymorning.”

Results – Quality of Care

10. We asked: ‘How do you find the staff?’

84% said Caring 0% were Unhappy with Staff 16% were Unhappy with Some Staff

(Outof76people)

Themajorityofpatientsfoundthestaffcaring,althoughaminorityofpatientswereunhappywithsomeofthestaffatthesurgery:

“IfindthereceptionistscaringandcompassionatebutonlysometimeswiththeGP.”ItendtofindthereceptionistscaringandcompassionatebutnottheGP.”“IfindtheGPscaringandcompassionatebutonlyfindthereceptionistscaringsometimes.”“Certainstaffareabrupt.”“Someofthestaffarelovely,othersleavealottobedesired.Thenursesareokay.”“Doctorsandnursesarecaringandcompassionate.Thereceptionistscanbedistant.”

Healthwatch Lancashire Patient Engagement Day Report

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11. We asked: ‘Do you tend to feel listened to during your appointments?’

88% said Yes 0% said No 12% said Sometimes

(Outof73people)

Mostpatientstendedtofeellistenedtointheirappointments,althoughsomefeltthatthisdependedonthedoctortheyhadanappointmentwith:

“Isometimesfeellistenedtoduringappointments.Theproblemisthatyoucan’talwaysseethesamedoctor,sothereisnocontinuity.Thedoctorsdonotalwaysknowtheirpatients.”“IfeellistenedtosometimesbutthisdependsontheGPIsee.”

12. We asked: ‘Do you tend to find the information you receive in your appointments helpful?’

90% said Yes 3% said No 7% said Sometimes

(Outof70people)

Mostpatientstendedtofindtheinformationreceivedinappointmentshelpful,althoughsomefeltthatthisdependedonthedoctortheyhadanappointmentwith:

“TheinformationreceivedinmyappointmentsissometimeshelpfulbutthisdependsonwhichGPIsee.”

13. We asked: ‘Overall, how satisfied are you with the care provided?’

4% said Unsatisfied 45% said Satisfied 51% said Very Satisfied

(Outof73people)

Themajorityofpatientswereeithersatisfiedorverysatisfiedwiththecareprovided:

“Formykids,Iamsatisfiedwiththecareprovided.Formyself,Iamunsatisfied.”“It’sareallynicesurgeryandthedoctorsarelovely.It’sjustthebookingsystemthatistheproblem.”“GP’sarelovely.It’sexcellent.”“Ihavetosaythatifit’sforachild,theGPusuallyphonesmebackanddiscussesthesymptomsoverthetelephone.Theywillthenadvisemewhetherornottobringmychildin.”

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Results – Patient Involvement

14. We asked: ‘Have you heard of the surgery’s Patient Participation Group?’

30% said Yes 70% said No

(Outof71people)

15. We asked those that answered No to Q14: ‘Is this something you would be interested in?

6% said Yes 61% said No 32% said Maybe 1% were already a member

(Outof71people)

MostpatientshadnotheardoftheirPatientParticipationGroupandmostwereuninterestedinjoining:

“IhaveheardofthePatientParticipationGroupbutdon'treallyknowaboutitwell.”“IamamemberofthePPG.IaccessinformationbyemailandhavetheopportunitytocontributebutIdon’tattendmeetings.”“Ididn’tknowtherewasaPPG.”“Iwouldconsiderjoiningifitwasonline.”

Healthwatch Lancashire Summary of Findings

HereisasummaryoffindingsfromthevisitstoLongtonHealthCentre:

• Mostpatientsbookedtheirappointmentsoverthetelephoneandmostdidnotuseonlinebooking.Ofthosethatdidnotuseonlinebooking,themainreasonsgivenwerethattheydidnotwanttoorwereunawareofit.

• 97%ofpatientssaidthattheydidnothaveanydifficultiesgettingtothesurgery.• 63%ofpatientsfoundtheappointmentbookingsystemexcellent,although37%feltitwaspooror

couldbeimproved.• 62%ofpatientssaidthattheyfounditdifficulttobooksamedayorurgentappointments.Themain

issuesraisedwerethatthenewappointmentbookingsystemmadeithardertobookurgent/samedayappointments,concernsaboutnotbeingabletoseetheGPofchoice,andhavingtoexplaintheirsymptomstoreceptionists.

• Mostpatientsfoundthestaffcaring,feltlistenedtoduringtheirappointmentsandfoundtheinformationtheyreceivedintheirappointmentshelpful.

• Themajorityofpatientsfoundtheopeningtimesconvenient.• 96%ofpatientssaidtheywereeithersatisfiedorverysatisfiedwiththecarereceived.• MostpatientshadnotheardoftheirPatientParticipationGroupandmostwereuninterestedin

joining

Response from provider

No. Issuesraisedbypatients

Responseoractionfromprovider

Tobeaddressedby

Nameofmanagerresponsible

1. Lackofprivacyatfrontdesk

Thereisasignupalreadysayingifyouwanttotalkprivatelytothereceptionistpleaseask,therearealsoinresponsetopatientfeedbackprivacyslipsforpatientstowriteonatthefrontdesk

Inplace WendyMcNeice

2. Newappointmentsystemissues

AllnowaddressedinaQ+Asheet.Thisisavailablein-houseandonthewebsite.Feedbackformsthatarelocatedonfrontdeskcontinuetobepositive

Inplace WendyMcNeice

3. Urgentappointments–can’tgetoneoronthedayappointments

Thisisnotthecase-ThetelephonetriageisinplacebytheGP.IftheGPandthepatientidentifyaneedforthesamedayappointmentfacetoface,thiswillbegiven.Asystemisinplaceatthesurgerytoseeurgentonthedaypatients

Inplace WendyMcNeice

4. ContinuityofCare

IftheGPseeingthepatientwishestoseethepatientagain,theywillinformreceptionthatthisisthecaseandthepatientwillbebookedintothatGP

Inplace WendyMcNeice

5. NotawareofPPG

Detailsonwebsite/newsletteravailable/informationonboardoutside,andwillbeonin-houseTVmonitor

InplaceexceptforTV.TVinusebyendAugust2016

WendyMcNeice

6. Alloftheabove DiscusstheissuesraisedabovewiththePPG

September2016

WendyMcNeice

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Additionalquestions:

1. Haveyoulearntanythingnewabouttheexperiencesofthepatientsatyoursurgeryasaresultofthisexercise?

Yes,thatpatientsarenotreallyconcernedabouthavingaPPGandaswehaveahighover65demographic,quitealotarenotinterestedinseeingtheirhealthrecordonPatientAccess.ItwouldhavebeeninterestingtogetanagebreakdownonthePPGquestionsasitisanNHSplantobecomemoredigitised,butcurrentlyitistheyoungergenerationwhoseethisasanadvantage.TheelderlywouldlikemorefacetofaceconsultationsandbeabletoidentifytheirownneedseeingwhichGPtheywantwhentheywant.

2. WhatwasyourimpressionofHealthwatchLancashireduringthisexercise?Doyouthinktheycouldhavedoneanythingbetter?

No-theywerefriendly,approachable,ontimeandeasytoidentify.

www.healthwatchlancashire.co.ukinfo@healthwatchlancashire.co.ukTwitter:@HW_LancashireFacebook:facebook.com/lancshealthwatch