Ormskirk Medical Practice Enter and View Report · Aysha Desai (Lead Project Officer) Amanda Higgins (Senior Project Officer) Ilyas Patel (Project Officer) Jessica Wood (Project Officer)

Ormskirk Medical Practice Enter and View Report Contact details:

OrmskirkMedicalPractice18DerbyStreetOrmskirkL392BY

Date and times of visits:

Wednesday18thJanuary20179.00amto12.30pmThursday26thJanuary20173.00pmto6.00pm

Healthwatch Lancashire representatives: V3.1 ©2017HealthwatchLancashire

AyshaDesai(LeadProjectOfficer)AmandaHiggins(SeniorProjectOfficer)IlyasPatel(ProjectOfficer)JessicaWood(ProjectOfficer)

DISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimesofthevisits,andisonlyrepresentativeoftheviewsofpeoplewhomettheEnterandViewteamonthosedates.

Healthwatch Lancashire Enter and View Report

Page2of12 www.healthwatchlancashire.co.uk

Introduction HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.Thisisachievedthroughacoreprogrammeofworkvisitinghealthandsocialcareservicesandspeakingtoserviceusers.OnWednesday18thandThursday26thJanuary2017fourHealthwatchLancashirerepresentativesgatheredsurveyresponsesfrompatientsatOrmskirkMedicalPracticeinOrmskirk,toobtaintheviewsofpeopleusingtheserviceandtoobservetheenvironment.Thisreportsummarisesthereviewsof30patients. General Information OrmskirkMedicalPracticeoperateswithintheWestLancashireClinicalCommissioningGroupareaandhas8,677registeredpatients.Thesurgeryopeningtimesareusuallybetween8.30amand6.00pmMondaytoFriday.Thereareonlinefacilitiesincludingbookingappointments,orderingrepeatprescriptionsandviewingmedicalrecords.Thesurgeryoffersannualhealthchecksforpatientswithlearningdisabilities.ThePracticeManagerisJoDeBacker.

Frontviewofsurgery Rearofsurgerywithdisabledaccesstoground floorwaitingarea



MethodologyThiswasanannouncedEnterandViewvisitundertakenbyauthorisedrepresentativesfromHealthwatchLancashirewhohavetheauthoritytoenterhealthandsocialcarepremises,toobserveandassessthequalityofservicesprovidedbyobtainingtheviewsofpeopleusingtheservice.ThesevisitswerearrangedaspartofHealthwatchLancashire’sEnterandViewscheduleinGPsurgeries.Theaimistocollatefeedbackfrompatientsontheaccessibilityandeaseofbookingappointments,thequalityofcareprovidedandtheawarenessofpatientinvolvementviaPatientParticipationGroups.Theteamofprojectofficersandvolunteersspeakwithpatientsinthewaitingroomandrecordtheirfeedback.Theteamalsocollatesobservationsofwhatisseenduringthevisits.Theteamcompileareportreflectingtheseobservationsandthefeedbackgained.Thereportissenttothemanagerofthefacilityforvalidationofthefacts.AnyresponsefromthemanagerisincludedwiththefinalversionofthereportwhichissharedwithrelevantstakeholdersandpublishedontheHealthwatchLancashirewebsiteat:healthwatchlancashire.co.uk/reportsThisreportreflectstheviewsof30patientsthatwespokewithatthesurgery,however,notallsurveyswerecompletedinfull.Thisisoftenduetothepatientbeingcalledintotheirappointmentduringthecompletionofthequestionnaire.Assuch,thetotalnumberofpeoplethatansweredeachquestionwillbedetailedinbracketsundertheresultsofeachquestion.Acknowledgements HealthwatchLancashirewouldliketothankthepatientsfortakingpartinthissurvey.WewouldalsoliketothankthePracticeManager,JoDeBacker,togetherwiththestaffatthesurgery,formakingusfeelwelcomeduringthevisits.



Enter and View Observations LocationandexternalenvironmentThepracticeoperatesfromaconvertedhouseonamainroadinthecentreofOrmskirkandisbasedontwolevels.Therearetwopharmaciesincloseproximitytothesurgery.Thesurgerydoesnothaveitsowncarpark,however,thereisashortstaypayanddisplaycarparktotherearofthesurgerywhichalsohasdisabledparkingbays.Therewereadequatespacesinthecarparkonthedaysofthevisits.Thereisdisabledaccessattherearofthesurgeryleadingtoagroundfloorwaitingroom.Therewasclearsignagetothesurgeryfromoutsidethebuilding.InternalenvironmentandreceptionTheinternalenvironmentwascleanandingoodcondition.Anarrowhallwayledtothereceptionareasituatedtotheright.Adigitalbooking-inscreenwasalsopresentinthehallway.Therewasawaitingroomdownstairsavailableforpeoplewithmobilityissues.Twoadditionalwaitingroomswereonthefirstfloor.Onthedaysofthevisits,therewasasteadyflowofpatients.Therewasonereceptionistatthedeskonthedaysofthevisits,whoappearedfriendly,professionalandhelpfulwithpatients.Therewereadditionalstaffworkingtotherearofthereceptiondesk.Aninductionloopwasavailableforpatientswhoarehardofhearingandfreepublicwi-fiwasalsoavailable.Patientswerealertedtotheirappointmentsviaanintercomsystemorviathedoctorornursecomingoutoftheirroomstocallthepatientbyname.Itwasnotedthattheintercomsystemwasnotveryclear.PatientInvolvementTherewerenoticeboardsinallthewaitingareasdisplayingarangeofinformation,includingsupportgroupsandpublichealthupdates.Informationonhowtomakeacomplaintwasalsoclearlydisplayed.Informationonthesurgery’sPatientParticipationGroupwasdisplayedinalaminatednewsletterontablesinthewaitingarea.ThelatestCareQualityCommissionreportfrom8thSeptember2016wasdisplayedinthewaitingroom,showingthesurgery’soverallscoreof“Good”. T h e E n t e r a n d V i e w a t O r m k i r k M e d i c a l P r a c t i c e t o o k p l a c e o n W e d n e s d a y 1 8 t h J a n u a r y a n d T h u r s d a y 2 6 t h J a n u a r y 2 0 1 7 . 30 p a t i e n t s s h a r e d t h e i r v i e w s .



Patient responses for access and booking appointments 1. We asked: ‘How do you usually book your appointments?’

Telephone Online At reception Repeat appointment

97% 0% 3% 0% (30patientsanswered)

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

13% said Yes 87% said No 0% Said Sometimes

(30patientsanswered)

3. We asked those that answered No or Sometimes to Question 2: ‘why is this?’

Don’t use a computer

Don’t want to

Unaware of it Don’t have log in details yet

Find it unsuitable

7% 56% 18% 0% 19%


Negativeorneutralcommentsaboutusingtheonlinebookingservice:“Theonlineserviceisnotalwaysreliable.I’vebookedonlinebutithasn’tworked,soIdon’tbothernow.”“IstruggletogetappointmentswhenIcometoreception.Ididtryusingonlinebookingbutit’sawasteoftime.”“Ihavetriedtheonlinebookingsystembutitdoesn’twork.”“Ihavetriedtheonlinebookingsystembutitisn’tworking.Maybetheyshouldkeepasectionavailableforroutineappointments.”

“Ihaveahabitofusingthetelephonetobookappointments.”“Ihavestruggledgettingappointmentsonline.Igetreferredtothesurgery.”“It’seasiertotelephone.”“Ihavetriedbutthereareneveranyappointmentsleft.ImovedGP’sbecauseofavailabilityofappointments.”“Idon’tuseonlinebookingbecausethere’sonlyafewoptionsavailableanditonlyseemstogivechoiceofbookingappointmentswiththelastdoctoryouhaveseen.Therearenonurseoptionseither.Idon’tknowhowtheywouldimproveaseveryonewantsanappointmentonthesameday.”

“Iuseonlinebookingtogetmyprescriptionbutnotbookingappointments.”



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

7% said Yes 63% said No 30% were Not Applicable


5. We asked: ‘Do you find it difficult to get urgent appointments on the same day?

54% said Yes 43% said No 3% said Not Applicable


Negativeorneutralcommentsaboutbookingurgentappointments:“Ihavetoringupat8.30amandyouareputinaqueue.SometimesIhavebeeninaqueueoftenpeople.Then,bythetimeIgetthrough,therearenoappointmentsleft.”

“Isometimesfinditdifficulttomakeurgentappointmentsonthesameday.”“Thetelephonelinesopenat8.30am.Thereisaqueuesystemandwhenyougetthroughtherearenoappointmentsleft.”“Ihavestruggledsometimesinthepast.”“Ihavetoringat8.30amandwhenyouworkthisisdifficult.”“Ihavetospendalotoftimewaitingonthephone.WhenIgetthroughIcan’talwaysgetanextdayappointment.”“IrecentlymovedtothisareafromtownandI’vefoundabigdifferenceincareattheGPandhospital.It’snotthatfaraway.Ican’tgetsamedayappointmentshere.”

“Ihavenottried,butI’veheardthatit’shard.”“Thereisaphonedelayofabout40minutes.”“Ioccasionallyfinditdifficult,butIdon’tcomeveryoften.Theytrytoaccommodatemewithtimesofappointments.”“Istruggledlasttime;theysentmetothewalk-incentrebecausetheyhadnoavailability.”“IstruggledtogetappointmentsafterChristmas;Icouldn’tgetanappointmentuntilafter17thJanuary.Idon’tstruggletogetthroughonthetelephonebutwhenIgetthroughtherearenoappointmentsleft.Ihaveneverbeenabletobookappointmentsatreception.”

Positivecommentsaboutbookingurgentappointments:“They’rereallygood.”“Ifyoupersevereinthemorning,youcangetanappointment.”“It’saverygoodsystem.”



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

27% said Yes 53% said No 20% said Not Applicable

(30patientsanswered)Negativeorneutralcommentsaboutbookingroutineappointments:“Ihavetowaitalongtimeforaroutineappointmentofaroundonetotwoweeks.”“Ihavetowaitabouttwoweeksforaroutineappointment.Atmyoldsurgery,IonlyhadtowaitaboutonetotwodaysandIcouldalwaysgetasamedayappointment.”

“ItdependsonwhoIwanttosee.”“Ihavetowaitafewweeksforonewhichisalongtimetowait.”“IwasamazedatgettingthisappointmentasInormallystruggle.”“Ihavestruggledtogetroutineappointmentsasthe‘books’forroutineappointmentsareshutwhenIhavetried.”“It’shardgettingaroutineappointment.”“Waitingtwoweeksforanappointmentistoolong.”“It’sdifficult.I’vebeentryingfortwomonths.Youcanonlybookafortnightinadvance.Thehoursarenotflexibleasyouhavetophonebackoncertaindays.”

“Ihavetowaitforaroutineappointmentfortwoweeks.Ididn’thavetodothatatmyoldsurgery.”Positivecommentsaboutbookingroutineappointments:“Noproblemgettingaroutineappointmenttwotothreeweeksinadvance.”

7. We asked: ‘Overall, how would you rate your experience of booking appointments at this

surgery? ’

21% said Excellent 72% said Could Be Improved 7% said Poor


Negativeorneutralcommentsaboutbookingappointments:“Toomanyquestionsareaskedbythereceptionists.”“Itusedtobeexcellentbutit’sgonedownhillnow.”“TheonlyproblemIhaveisbookingappointmentswithafemaledoctorassheonlyworkspart-time,soIstrugglesometimes.”

“Lasttimeittookmeagestogetanappointment.Iunderstandthatthesurgeryisstretched.”“IwouldprefertoseetheGPofmychoice.”“Thisisoneofthebettersurgeries.Iwouldsaythatitcouldbeimprovedbutonlybyreducingthenumberofpatients.”

“I’vehadtowaitafewweekstogetthisappointmentandIfeltitwasurgent.I’vehadtogotothewalk-incentreinthepast.Whenthewalk-incentretelephonedthesurgery,theymanagedtogetmeanappointmentforthatday.Itshouldn’thavetobethatwayaround.”



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

86% said Yes 4% said No 10% said Mostly

(29patientsanswered)Negativeorneutralcommentsabouttheopeningtimes:“Therecouldbelaterappointmentsforpeoplewhoworkorhaveothercommitments.”“Beingapensionermeansit’sconvenientforme.Ifyouwork,thenit’sprobablynotconvenient.”“Myhusbandworkswhichmeanshestruggles.”Positivecommentsabouttheopeningtimes:“IamretiredsoIcancomeanytime.”

Patient responses for quality of care

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

66% were Happy with Staff 34% were Happy with Most Staff 0% were Unhappy with Staff


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

93% said Yes 0% said No 7% said Most of the Time


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

93% said Yes 0% said No 7% said Most of the Time




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

52% said Very Satisfied 48% said Satisfied 0% said Unsatisfied

(29patientsanswered) Negativeorneutralcommentsaboutthequalityofcare:“ItwouldbebetterifIcouldseethesamedoctor.”“Theyaregenerallyveryhelpful;solongaseverythingfallsinlinewithnormalprocedure,everythingworkswell.Todaythatwasn’tthecase;theresultsofabloodtestfromhospitalwerereceivedtodayandthedoctorarrangedformyappointment,butwhenIarrivedithadn’tbeenbookedandthereceptionistsaidIhadjustshownup.Itseemsbecausethishasdeviatedfromnormalprocedure,thingsdidn’tworkwell.”

“ItwouldbegoodtohaveoneGPratherthanseeingdifferentonesoneachappointment.”“There’snotalotofprivacyatreceptionwhenothersarewaitinginthequeue.”“Ishouldbeabletobookappointmentsinadvance.Ihaveheardelderlypatientsgetanappointmentwithinaweek,butIhavestruggled.”

“Someofthereceptionistscouldbenicer.TheyareabitabruptandaskwhyIneedtoseethedoctor.”“Sometimesthereceptionistsareabitdifficult.ItirritatesmethatIhavetoexplainwhyIneedtoseetheGP.WhenIgettoseetheGP,Iamverysatisfied.Ihavestruggledtogetroutineappointmentseventhoughthesurgerysaysyoucanbookthreeweeksinadvance.WhenIhaveenquiredabouttestresults,thereceptionisthasinformedmethattheyhavecomebackfine,howeverIhavelaterfoundtherewasaproblem.MydaughterandIhavebothfoundoutlaterfromtheGP/nursethattheresultswerenotfine.Thishashappenedafewtimes,sonowIjustmakeanappointmentwiththeGPandaskabouttheresults.”

“Theoddreceptionisthasapersonalityproblem.” Positivecommentsaboutthequalityofcare:“Iamverysatisfiedwiththecare.Ihavebeencomingherealongtime.”“Allthestaffaregood.”“Allthestaffarelovely.”“Everyonehasalwaysbeenverynice.”“Thestaffareveryfriendlyandhelpful.”“There’sareceptionistthat’slovelyandhelpful.TheGPislovely.”“ThedoctorsarelovelyhereandIamnotbotheredwhichGPIsee.”“EveryoneI’veseenisnice.Oneofthedoctorsislovely.Itrytogotoherallthetimebutifit’sanemergency,Iwouldgotoanyone.IwouldrathergotothesamedoctorforongoingproblemssoIdon’thavetokeeprepeatingmyself.”



Patient responses for patient involvement

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

10% said Yes 90% said No 0% said they were already a member


14. We asked those that answered No to Question 13: ‘Is this something you would be interested in?

14% said Yes 72% said No 14% said Maybe


Themajorityofpatientshadnotheardofthesurgery’sPatientParticipationGroupwhilst28%ofpatientssaidtheywereormaybeinterestedinjoining:“Ireadaboutitonanewsletterthatwasonthetableinthewaitingareayesterday.”

“Ihaven’tgottimetogo.”“I’mtoobusy.”“Ihavenotime.”“IfIhadmoretime,Iwouldbeinterested.”“IhavedifficultiesgettingtothesurgerysoIamnotinterested.”

15. We asked those that answered Yes or Maybe to Question 14, ‘How would you like to be involved?’

Attend regular meetings only

Online only Attend both meetings and online

57% 29% 14%

(7patientsanswered)



Healthwatch Lancashire Summary of Findings HereisasummaryoffindingsfromourvisitstoOrmskirkMedicalPractice:

• Themajorityofpatientsbookedtheirappointmentsbytelephoningthesurgery.• Themajorityofpatientsdidnotusetheonlinebookingservice.Themainreasongivenwasthat

theydidnotwantto.Manypatientshadtriedtousetheservicebuthadencountereddifficultiesandthereforegaveup.

• Themajorityofpatientshadnotreceivedareminderfortheirappointmentonthedaysofthevisits.

• Overhalfofpatientssaidtheystruggledtogeturgentappointmentsonthesameday,although43%saidtheydidnothavedifficulties.

• Overhalfofpatientsdidnotstruggletogetroutineappointments,although27%ofpatientsdidhavedifficulties.

• Themajorityofpatientssaidthattheirexperienceofbookingappointmentsatthesurgerycouldbeimproved,7%saiditwaspoorand21%saiditwasexcellent.

• Themajorityofpatientssaidtheyfoundtheopeningtimesconvenient,although14%saidthattheopeningtimesweremostlyconvenientornotconvenient.

• Themajorityofpatientswerehappywiththestaff,although34%werehappywithmostofthestaff.

• 93%ofpatientsfeltthattheywerelistenedtoduringtheirappointmentsandthesamenumberfelttheinformationtheyreceivedintheirappointmentswashelpful.

• Justoverhalfofpatientssaidtheywereverysatisfiedwiththecareprovidedwhilst48%saidtheyweresatisfied.

• Themajorityofpatientshadnotheardofthesurgery’sPatientParticipationGroupandmostwereuninterestedinjoining.However,28%ofpatientseithersaidtheywereinterestedormaybeinterested.

• ThelatestCareQualityCommissionreportfrom8thSeptember2016wasdisplayedinthewaitingroom,showingthesurgery’soverallscoreof“Good”.



Response from ProviderActionStatementNo. Issuesraisedby

patientsResponseoractionfromprovider Tobe

addressedbyNameofmanagerresponsible

1. Difficultygettingappointments

Unfortunately,asisthecasenationally,wedostruggletoprovidethecapacitytoseetheallthepatientswhorequesttoseeaGP.Ourlistsizecontinuestoincreaseandwehavebeenadvisedthatwecannotcloseourlist.WehaverecruitedanAdvancedNursePractitionertohelpwithcapacity,butwehavenowalsooutgrownourbuildingaswehavenoavailableconsultingroomsforanyadditionalclinicalstaff.Wearethereforelookingtorelocateourpremises.

JoDeBacker

2. Reminderservice

Wedon’tofferareminderservicebutthisissomethingwewillconsiderforthefuture,particularlyaswearehavinganincreaseinpatientsnotattendingtheirappointments.

Additionalquestions:

1. Haveyoulearntanythingnewabouttheexperiencesofyourpatientsasaresultofthisexercise?

No,weunderstandtheissuesthatourpatientsareexperiencingandweappreciatehowfrustratingthedifficultiesinobtainingappointmentscanbe.Althoughwehaveover1000patientsregisteredforon-lineservices,weneedtoimprovethesenumberstohelpalleviatethetelephonequeues.

2. WhatwasyourimpressionofHealthwatchLancashireduringthisexercise?Doyouthinkthey

couldhavedoneanythingbetter?

Ithasbeenusefultohaveanindependentassessmentoftheproblemsourpatientsareexperiencinginrelationtotheappointments,howeverwearewellawareoftheproblems.WedohaveregularfeedbackfromourPatientGroupandhavealreadydiscussedtheissuesthathavebeenraisedhere.CouldtheHealthwatchteamdoanythingbetter?No,theteamwereexcellent,itmaybehelpfultolookattheinformationtheygatheralongsideotherdatasuchasPatientquestionnairescarriedoutbythePracticeandourFriendsandFamilyfeedbacktogetafullerpicture,butonthewholeitwasahelpfulexperience.

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

Documents

Ormskirk Medical Practice Enter and View Report · Aysha Desai (Lead Project Officer) Amanda Higgins (Senior Project Officer) Ilyas Patel (Project Officer) Jessica Wood (Project Officer)