· Web viewILKLEY MOOR MEDICAL PRACTICE. PATIENT COUNCIL (PPG) REPORT. Version: 1. Produced by: Wendy Ribbands/Karen Redman, Practice Manager. Date: March 2013. 1. Introduction

ILKLEY MOOR MEDICAL PRACTICE

PATIENT COUNCIL (PPG)

REPORT

Version: 1Produced by: Wendy Ribbands/Karen Redman, Practice ManagerDate: March 20131. Introduction

Ilkley Moor Medical Practice Patient Council (PPG) was originally established in 2003, at which time we set up a constitution (Appendix 1) and established some basic ‘Aims and Objectives’ (Appendix 2). Every effort is made to recruit lay members that offer an accurate representation of the patient list, and our recruitment process includes personal contact, press releases, open days, practice website and notices within the medical centre. The group has also created a close working relationship with Ilkley Grammar School in order to ensure that the younger age group is truly represented and we currently have 2 student members. A link was also setup between our website and the school website to aid with the flow of information. In an effort to spread this representation even wider, we have set up a ‘virtual’ group, currently 16 members, covering a good cross section of the practice population. This ‘virtual group’ is designed for patients who wish to be kept informed, and are happy to contribute but who do not wish or are unable to attend the meetings, and also for those on the waiting list to join the Patient Council. The virtual members contribute via email, telephone and personal contact with council members. We hope this will encourage more & more patients to become involved with a view to strengthening the relationship between patients and the practice. (Appendices 3 & 4)

All lay members are elected for a 3 year period, and have the option of seeking re-election for a further 3 year term. These members are re-elected by the council at the Annual General Meeting. If any members leave, new members are approached from our waiting list, taking care to target any minority representation with regard to age, ethnicity etc in an attempt to reflect the practice population. The Council Officers are elected annually, and at present constitute a chair, vice chair and secretary (Appendix 5). The Council operates within a published constitution, along with a set of aims and objectives.

Within the PPG we also set up ‘sub-groups’ to look at specific areas such as

Organisation of Annual Health Awareness Day Public relations/Information distribution Recruitment Community Projects Mental health Parkinson’s

The Officers of the PPG are also invited to attend the Practice ‘Away Day’, and have been an integral part of setting up the Practice’s ‘Health Awareness Day’ at which they have a stall of their own where patients can ask questions, or bring any ideas forward.

The PPG meets bi-monthly for 1-2 hours in the Conference room at the practice, where sandwiches and drinks are provided. The Agenda and Minutes of Meetings are

distributed to members and are also available on the Practice website. A copy of the minutes is also enlarged to A3 size and pinned to the PPG notice board in reception. Meetings this year were held on 16 May 2012, 11 July 2012, 19 September 2012, 14 November 2012, 23 January 2013 (Appendix 13 – Minutes of last 5 meetings).

We originally met at lunch time, but last year had been alternating between lunch and tea-time in order to encourage attendance by members who cannot attend during the day. When we reviewed this we realised it was the same members who came at lunchtime so we have now changed back to lunchtime meetings.

Members are invited to discuss any ideas and suggestions for the improvement of services at the practice, and where practical, these ideas are quickly implemented by the Practice Manager.

The Officers, lead GP and Practice Manager also meet on a regular basis to review target issues, and the Council Officers also attend some practice meetings, where they are able to discuss these issues and ideas with the wider staff.

2. Description of the profile of the PPG

After lengthy discussion in our early years it was decided that our current membership made up of 16 lay members and 4 staff members would be a manageable number, and we have worked on this basis ever since. This is currently made up of 7 male and 13 female, including the Practice Manager and a GP partner. Our practice population is predominantly White British, and this is reflected in the makeup of our group. We also have a high proportion of elderly in the practice and this is also reflected in the group as follows:

70 – 80yrs = 760 – 70 yrs = 5 50 – 60 yrs = 240 – 50 yrs = 22 school representatives

It was felt that even though we have a high elderly patient base, we were definitely light in the younger age group even though we regularly advertise and approach patients direct (Appendix 6. This has partially been addressed since our approach to the local Grammar School (Appendix 7) and the appointment of our 2 school representatives, and of course the recent participation of our ‘virtual’ group (see Appendix 3 for e.g. of leaflet encouraging membership). We will however continue to look for and target support amongst the younger element of the patient population.

3. How the practice has worked to ensure that the Group is representative of our registered patients

The group regularly advertise throughout the practice for new members in a variety of ways:

Mail shot included in all letters sent to patients

Leaflet included in all ‘New Patient Packs’ for all new patient registrations Mail shot attached to every prescription awaiting collection Adverts in local press Stall at Health Awareness Day Presence and notices at local community projects, community centre,

churches, library etc Promotion of group on practice website Promotion on group’s notice board within the practice Item in patient newsletters Printout/introduction included in all new registration packs Personal approach to local Grammar School Personal approach to specific patients/minority groups Word of mouth

Patients are also welcome and are encouraged to come along to any of our meetings on an ad-hoc basis if there is a particular subject relevant to them they wish to discuss. They are also able to attend any of the relevant sub-group meetings which may be of particular interest.

4. Steps taken to determine and reach agreement on the issues which had priority and which should be included in the local practice survey.

All Patient Council representatives are briefed to canvas the views of our patients. We also have appointed members associated with many local agencies e.g. church, Community Centre, Schools etc in order to provide a constant flow of information and exchange of ideas.

Our patients are invited to use both the suggestion box and web site page to submit their suggestions for improving the patient experience.

The practice also use information obtained routinely via complaints, general comments from patients and National GP Survey, which are fed back to the Practice Manager and brought up at the Council meetings. We also took into account the requirements of the practice with regards to CQC standards etc, and any planned changes within the practice.

As our PPG has been running successfully for the last 10 years, and has had regular involvement each year, a lot of the issues raised during these years have already been implemented and dealt with. We find that the major issues of GP availability, continuity and opening hours recur each year despite our attempts to gear the service to as many patients as possible.

As these were the main issues identified yet again, our current questionnaire was reviewed and developed with a view to providing a simpler more user friendly format which patients would be happy to complete. This format was then reviewed and revised by a sub-committee, and the Council felt that it would be good to provide a similar format to last year which would allow us to evaluate whether changes already implemented have had any significant effect on the patient experience in these areas.

5. How the practice sought to obtain the views of its registered patients.

In advance of the questionnaire being issued, it was advertised to the patients that this was about to take place.

This questionnaire was then issued to 400 patients at random, varying the time and day, of which 343 were subsequently returned. The patient age range was:

<16 yrs 17-24 25 – 34 35 –44 45-64 65-74 75+3 11 13 50 94 75 78

Of these patients, 117 patients suffered from a longstanding condition/illness and 263 had no longstanding condition.

The survey including patient comments was then analysed by the Practice Manager and a PPG staff member. The Council members were kept involved at all stages of the process, from identifying issues and priorities to devising the questionnaire and the final report of the findings fed back to the PPG by the Practice Manager at one of the bi-monthly meetings.

Copy of Comments (Appendix 8)

6. Steps taken by the practice to provide an opportunity for the PPG to discuss the contents of the action plan

The results of the Survey and Action Plan were presented using pie charts and text, at one of the PPG bi-monthly meetings and the findings discussed. At this meeting, issues were raised and discussed to decide on the priority of each item on this Plan, and progress discussed at subsequent meetings.

All results are reviewed by the Council, along with practice staff, in order to prepare an action plan for the future (Appendix 9). Examples of a few items implemented as a result of previous surveys include:

Amending opening hours to provide more flexible access to services. The practice is now open from 7.30am to 8pm on Monday, Tuesday and Wednesday, 7.30am to 6.30pm on Thursday and 8am to 6.30pm on Friday.

A ‘buddy’ system has been created by the GP’s so as to provide more continuity for patients with long term and chronic illnesses.

A four week consultation has reviewed the operation of the appointment system, resulting in a number of changes being implemented.

The re-design of the practice website to in include more information and to make it more user friendly

Lowering of reception desk Information TV in waiting area Touch screen booking in – to reduce waiting times and queues in reception. Health Promotion room – BP machine and BMI machine for patient use. Warfarin Clinic Domiciliary Phlebotomy

Newsletter Redesign of car park layout Re positioning of toilet roll holders in public toilets

and many more.

7. Details of the findings that arose from the local Practice survey.

8. Summary of the evidence (including statistical evidence) relating to the findings or basis of proposals arising out of the local practice survey.

See (Appendix 11) which show the pie charts, (Appendix 12) showing gender and age rang and (Appendix 8) which gives comments received and presented to the PPG at the bi-monthly meeting.

9. Details of the action plan which the practice, and, if relevant, the PCT, intend to take as a consequence of discussions with the PPG in respect of the results, findings and proposals.

10. Issues and priorities taken on by the practice as a result of this report.

A leaflet on the appointment system was developed which is now included in all new patient information packs, slipped in with all prescriptions and inserted with all out going letters.

The PPG also play a big part in this communication to the patients, especially during our annual events as detailed in the Action Plan under ‘Expected events current and ongoing’. They are also looking to have regular articles published in the Ilkley Gazette and to include information in the Practices quarterly newsletter.

11. Practice Information - opening hours, obtaining access to services, extended hours, times when individual healthcare professionals are accessible to patients

Ilkley Moor Medical Practice is open between 7.30am and 8pm Monday to Wednesday, 7.30am – 6pm on Thursday and 8am – 6pm on Friday. The late sessions are manned by GP partners and at least one practice nurse.

Where the appointments have all been allocated for the day, the admin staff can add extra appointments to each surgery where needed. These are provided on a rotational basis to the GP partners and salaried GPs up until 5pm. After this time all extras go to the GP on-call and on-call cover.

SURGERIES AND APPOINTMENTS

Appointments

01943 604999 0800 -1800 (Weekdays)

Opening times

Monday }Wednesday } 0730 -1930(GPs and Practice Nurses)

Tuesday 0730 -1930(Practice Nurses)

Thursday 0730 -1800

Friday 0800 -1800

GPs are available during these times subject to absence for study days, PCT/CCG meetings, annual leave or other circumstances.Over a third of GP appointments are available to book on the day from 8.00 am. Patients wishing to book in advance may make an appointment up to 2-3 months ahead in the case of GPs, and up to one year ahead for nursing staff and midwives.

We also offer the facility of booking a telephone appointment with any GP or nurse during surgery time should a face-to-face consultation be unnecessary. Practice staff will take details and the GP/nurse will telephone at a pre-arranged time.

All surgery appointments for practice nurses and other clinics may be made in advance.

If appointments clerk sees a potential problem in advance, the number of pre-bookable appointments can be reduced for that day, and extras added if/where necessary. In instances of extreme shortage, we will try to source a locum (from within the practice initially).

We work on a ‘today’s work today’ policy, so that if demand is particularly high on any given day and we run out of appointments, more are added to each GP surgery in rotation, one at a time as required by the admin staff. Appointments clerk and Office Manager monitor the situation ahead and throughout each day, although any member of staff can alert them to potential problem areas they may foresee.

Likewise, with nursing shortages, locum nurses are requested where necessary in advance and extra appointments allocated on the day if urgently needed.

12. Conclusion

The Ilkley Moor Medical Practice Patient Council continues their involvement with the Airedale Hospital NHS Foundation Trust, The Leeds Teaching Hospitals NHS Trust including Wharfedale Hospital, Ilkley Grammar School and other local Ilkley agencies. The PPG is also heavily involved with Local Involvement Network (LINK), with our Chairman Barry Taylor visiting all interested localities, promoting the importance and value of a PPG group and sharing our experiences and developments to date . The Council has recently assumed the responsibility for the production of the practice newsletter, which we publish on a quarterly basis. They have also developed

close working relationships with other local patient groups, and have been instrumental in establishing a liaison forum for all existing patient groups within the newly formed clinical commissioning group.

The PPG will continue to assist the Practice in the organisation and running of the very successful and ever growing annual health awareness day, as well as the men’s health days, street doctor and liaison with local pharmacies.

In conclusion, there seems little doubt that the new plans for the running of general practice will present significant challenges to all concerned, and that patient participation will become an important element of these developments. The Patient Council is here to ensure that our patient’s collective voice continues to contribute to the continuous improvements to practice services, and to provide practical support to the surgery in implementing change where we are able to do so. The council is always anxious to ensure that it is truly representative of our practice, and our body includes people from a very wide background and experience. Should anybody be interested in becoming involved in the Patient Council, either directly or as a ‘virtual’ member, you are invited to contact the chairman for further information. Contact details can be acquired at reception, or via the Practice website, and we look forward to hearing from you.

APPENDIX 1

ILKLEY MOOR PATIENT COUNCIL

CONSTITUTION

The Patient Council was established in 2003, on the instigation of the practice, as a mechanism whereby two way communications might be improved between the practice and its patients.

The Council works within a defined set of ‘Aims and Objectives’ and is not a vehicle for specific patient complaints. Where these exist they can be addressed through the established complaints procedure.

The Council comprises of approximately 15 patient representatives. A Chair, Vice-Chair and Secretary are elected annually from among these representatives. Meetings are attended by at least one doctor, the practice manager and other members of the practice staff as appropriate.

Meetings of the Council are held bi-monthly, but additional meetings can sometimes be called for specific purposes. Minutes of meetings are displayed on the Council notice board in the downstairs reception area and on the practice web-site.

The term of office of Council members is three years. Membership is reviewed at the January meeting of the Council and retiring members can put themselves forward for re-election for a further three year period should they so wish.

Membership of the Council is open to any patient of the practice. Any person interested in membership should indicate this interest in writing to the Council secretary, who maintains a register and puts names forward for consideration at the January meeting, or as and when a vacancy arises during the year.

APPENDIX 2

ILKLEY MOOR PATIENT COUNCIL

AIMS AND OBJECTIVES

To provide a formal link between the Ilkley Moor Medical Practice doctors and staff and representatives of the patients of the practice.

To enable important general concerns to be aired by patients and discussed with practice representatives. (It should not be viewed as a vehicle for airing specific patient complaints for which there is an established procedure)

To establish and maintain a mechanism through which matters affecting the practice and its patients can be communicated to the patient body.

To propose to the practice ways in which service to patients may be improved, within the constraints of funding availability.

To achieve effective information flows to patients in relation to the practice.

To review with practice representatives the outcomes of quality reports, patient questionnaires and practice developments, and to measure the outcomes against government targets and other similar practices.

To encourage and develop links between the practice and Ilkley Grammar School, including the co-option of student representatives to Council membership.

To encourage and develop links with other relevant health and wellbeing bodies, including our local Clinical

Commissioning Group, Airedale Hospital NHS Foundation Trust, The Leeds Teaching Hospitals NHS Trust, including Wharfedale Hospital, and LINK.

To encourage links with organisations within the community

To assist practice staff, as appropriate, in the planning and organisation of the practice’s annual ‘ Health Awareness Day’

To maintain suitable links with press and media organisations in order to achieve appropriate coverage of practice developments, and events such as the Health Awareness Day.

APPENDIX 3

Possible Publicity for Virtual Patient Council

LED DisplayThe Patient Council for Ilkley Moor Medical Practice would like your views via e-mail. Please add your e-mail address and details to the form at Reception or pick up a leaflet from the waiting area to join our e-mail contact list.

LeafletIlkley Moor Medical Practice

Virtual Patient CouncilWould you like to have a say about the services provided at the Ilkley Moor Medical Practice? The Patient Council would like to hear your views. We should like to contact you from time to time via e-mail to ask questions and inform you of developments in the practice. Please add your e-mail address and details on the reverse of this leaflet and hand in at Reception or post in the secure box. We will add you to our e-mail contact list.

PosterIlkley Moor Medical Practice

Virtual Patient CouncilWould you like to have a say about the services provided at the Ilkley Moor Medical Practice? The Patient Council would like to hear your views. We should like to contact you from time to time via e-mail to ask questions and inform you of developments in the practice. Contact forms are available from reception or on the reverse of leaflets in the waiting area. Please hand in at Reception or post in the secure box. We will add you to our e-mail contact list.

APPENDIX 4

Our ‘Virtual’ Patient Group

As you may be aware, we have our own Patient Group which is made up of 16 lay members along with 4 members of staff. This group meets bi-monthly to discuss various aspects of the services offered to our patients, and to promote good communication between patients and all health care professionals at the medical practice.

This group is now establishing a ‘virtual’ group, which will enable them to canvas the views and opinions of a wider section of our 13,000 patients without the need for attending meetings.

As you are one of our many patients who communicate with us via ‘email, we are writing to ask if you may be interested in becoming a member of this ‘virtual’ group. Please indicate yes or no by replying to this communication, and thank you for taking the time to consider this request.

And

Ilkley Moor Medical Practice Patient Council needs you to build on

Please consider joining our Virtual Patient Council.If you are interested in how your GP practice is run but don’t have time to attend meetings in person,we would welcome your input,and allow us to contact you by email from time to time.

APPENDIX 5

ILKLEY MOOR PATIENT COUNCIL Members

Brian Sayer (Chair)

Nick Beeson (Vice-Chair)

Geoffrey Lampert (Secretary)

Elizabeth Stanley

Patricia Below

Sheila Paget

Paula Hunt

Ann le Grove

Fiona Mckinnon-Evans

David Adam

Stephen Tendlow

Melissa Owens

Sandra Thackray

Margaret Robertson

Derek Robertson

Jack Hanson (Ilkley Grammar School Representative)

APPENDIX 6

PATIENT COUNCIL GROUP

THE PRACTICE WISHES TO ESTABLISH A GROUP OF PATIENTS WHO ARE WILLING TO CONTRIBUTE SOME OF THEIR TIME TO

THE DEVELOPMENT OF THE PRACTICE AND ITS HEALTH SERVICES.

We are especially keen to make sure that the group is fully representative of our patients and therefore invite anyone

with an interest to enquire about joining.

Please ask at reception for more information

We anticipate that the group will meet 6 times a year, but arrangements can also be made for patients who are not able to attend meetings, but feel that they would like to contribute.

We are happy for new members to come forward at any time.

THANK YOU!

PATIENT COUNCIL GROUP ENQUIRY / APPLICATION FORMNAME ADDRESS E MAIL / TELEPHONE NUMBER

(INDICATE PREFERRED METHOD)

We would like to make sure our patient group represents the range of patients in our practice. It would help if you would answer the questions below which are designed to do this. Just leave any blank if you do not wish to answer these. Delete or ring as appropriate.

Gender Male / FemaleMarital status Married / SingleAge 16 – 24

25 – 3435 – 4445 – 5455 – 6465 – 74Over 74

Ethnic origin White BritishWhite Irish Other White Background

Mixed White and Black CaribbeanMixed White and Black AfricanWhite and AsianOther Mixed Background

IndianPakistaniBangladeshiOther Asian Background

CaribbeanAfricanOther Black Background

Chinese

Other

APPENDIX 7

ILKLEY GRAMMAR SCHOOLMeeting Notes

17th January, 2012

Present: Jan Stewart (Pastoral Care Years 12/13) Jack Hanson, Wendy Ribbands, Brian Sayer, Barry Taylor

This meeting had been organised by Jack Hanson in order to discuss possible ways of developing the relationship between the parties over the longer term.

Proposals and ideas discussed included the following:

1. The practice to make clinical presentations at school assemblies on a Monday, which are held from 08.30 to 09.00. The presentation should last for approx … 20 minutes.

2. Presentations could also be given at ‘Enrichment Time’ periods, which are held on Tuesday from 10.00 to 12.00, and are for years 12/13

3. Suggested subjects for discussion included: sexual health, drug usage, alcohol abuse, diet, mental health, stress management, anger management as well as common health problems such as diabetes etc.

4. It was agreed that both parties would provide ‘links’ on their respective web sites, and we will continue to research the possible use of Facebook and the setting up of a blog.

5. Information will be supplied to the school for display on their electronic notice boards, or as they deem suitable.

6. The practice will consider running ‘travel clinics’ at the school.7. The practice will investigate the provision of Chlamydia bags for use by the

school.8. The school asked about the possibility of holding a ‘drop in’ clinic, but Wendy felt

this would not be practical without an appointment system being used.9. Jack is to continue on the council for a further year, and has recruited Joe

Padgett to serve as a school representative with him.10. Jan expressed the wish to attend council meetings, which all felt would be

extremely beneficial to both parties.11. Jack was invited to perform the un-veiling of recognition plaques at the practice.

This will take place in the very near future, and will hopefully see the local press in attendance.

This was a very successful meeting, and it was agreed to make every effort to maintain this level of communication in the future. Thanks were expressed to Jack for his contribution in organising the gathering.

APPENDIX 8

CommentsComments – patient experience survey 2012/13

I have listened in amazement to the alarming tales my friends and relatives tell me regarding their difficulties with their medical practices. I sometimes think their amazement is rather more disbelief that I have a choice of appointment (10 mins or consult) or doctor and can always be seen by someone the same day. I feel very fortunate to be approaching 75 with confidence in you all.

Well done. (an ex-patient council member)

Do not think the surgery should be ‘closed for training’ on Mon pms (leaving patients with only 4 1/2days in that week). Finding it very difficult to see the same doctor each visit & some days due to doctors’ absence there is very little choice. Why when phoning at 8am are there no appointments left if you want a certain doctor?

I do find your new pharmacy Ilkley Moor very good and most helpful

Overall the service is exemplary

Generally I am most satisfied with the service/care I receive from the surgery

Well satisfied with the great service provided

Thanks for everything

Really good service

Types of services would like – chiropody, back massage, electrolysis

The notice boards work really well in the practice so to keep up to date posters/leaflets on a range of issues would be great. Highlighting issues such as mental health, stress etc may help many people to try to seek help. Initiatives on health and wellbeing.

Very accommodating

I would like to see the same GP most of the timeDr Summers and Dr Watson don’t seem to have enough appointments available. If you have an ongoing condition you want to see the same Dr, not have to go through it from the start. There are some Dr’s at this practice I would not recommend at all!

I think you offer an excellent service. Thanks

We are very lucky to have outstanding N.H.S. servicesWaiting times to see personal choice of doctor are sometimes too long. Not a problem if not urgent. I do not mind waiting 6-10 minutes to see the doctor as I know I am listened to when I see him and I will not be rushed. My only suggestion would be an ‘open surgery’ each morning between opening and 10am.

New patient since May 2012. Surprised not to be invited in for check- on statins, beta blockers and over 75 years.

Don’t like the way receptionists think they are above patients snobbish attitudes losing prescriptions in the offices? When challenged spoken to badly excuses “well we have thousands of patients!” no apologies, no basic manners! Always talking down to patients, not realising if it wasn’t for the patients they wouldn’t be in a job! Most doctors patronising dolling out tablets & glad to get you out asap! No good old fashioned civility and caring anymore. Bad diagnoses, all need courses on public relations

I feel that we are very fortunate in the quality and friendliness of services that we receive at our medical practice. During the time of my late mothers terminal illness the help and support we received was excellent. Thank you.

I would love to see Dr Summers here at the surgery, he is always away

My concerns generally are about the long wait times once action has been decided upon. Not recently, my last experience of referral to Airedale consultant was very speedy but 2011 referral for problem with my knee was very long drawn out affair.

Online prescription requests and appointment requests could be easier. Grateful for ability to get same day appointments and also for the reminder texts for midwife appointments. Appreciate the straight to pharmacy system for prescriptions.

Very grateful to have extra services – travel clinic etc. Less need to travel to Airedale or BRI.

I am lucky in that I have not had to see a doctor very often but am happy with the service I receive from all staff. I have not had any problems.

No complaints what so ever. All services excellent here.

I would like to get an appointment Saturday mornings.

1 evening late appts is very good, but having 1 more evening would be even better.

Weekend surgery hours would be beneficial as working days are often not convenient

Very accommodating

Recent changes to monthly prescriptions means they are now ordered at different dates within the 28 days, couldn’t they be changed so all medication ordered on the same date.

More information about changes to medication quantity increases, i.e. regular medication for 1 item has been doubled without informing

There is often a delay at reception – insufficiently manned and some reluctance for office staff to assess that there is a need (queue) at desk. This should be a priority. Lack of flexibility, often opening response from reception is – to effect – exactly what you want, you can’t have. Sense that doctors hide behind admin protocol to run practice on their terms. This needs to be addressed.

Tannoy to announce appointments is very indistinct, very difficult to hear names announced so it could do with being upgraded.

Excellent service

Grateful for the care I’ve received

When I phone at 8.00am prompt I seem to have great difficulty in getting an appointment with a doctor of my choice. After seeing a doctor with a problem I would like an appt with the same doctor if the problem is not

solved or keeps re-occurring. This does not seem to be possible now. I am extremely disappointed in how the surgery is run these days

You do an excellent job – Thank you

We are told that appointments cannot be booked in advance yet when ringing at 8.00am we find that the doctor you wish to see is either not there or is fully booked. For the sake of consistency I would like to see a particular doctor but they do not seem to be in surgery every day – it would help if we knew which doctors are available and when. They all seem to be part time.

Lucky to have such an accessible friendly excellent GP service . Thank you

I would prefer to book an appointment a few days after my phone call, I find the time allowed in the current day too restrictive. In a non emergency call I would prefer to see my regular doctor

Would like to have subscription tablets for 6 months supply. When you take tablets every day time flies and you have to remember to order some more.

Very frustrating and time wasting trying to make an appointment owing to all the many recordings when you contact the surgery by phone. Makes it an expensive call too. Sometimes calls are an emergency

Not sure that the long phone message at the beginning of calls is very necessary.

Not to be kept holding on, on the phone. For the G.P.s to listen more.

It is virtually impossible to arrange an appointment first thing in the morning. The phone line is invariably busy for at least 10 mins. Appointment times are not adequate for working patients.

Carry on the good service

When you get through on the phone the worst thing is having to listen to the recorded messages. There have been times when music has been playing on top of the voice speaking it is just a horrible babble.

It seems uneconomical to be running 2 x receptions, surgeries etc... under one roof!

Very satisfied with all services and staff very helpfulServices offered are rarely suitable for those in full time work outside Ilkley

The temperature in waiting area is unacceptable in cold weather. Luckily have not attended recently when feeling v ill

Find the computerised check in very useful to avoid queues at the desk. Feel the heating level could be reduced.

Television in waiting area downstairs not working, would be nice to have something like BBC news 24 channel showing like in hospital. Nothing upstairs whilst waiting. Very friendly approachable staff.

TV in reception never on otherwise all good

There is a need for better communication when appts are running late. We were still waiting 45 minutes after the appointed time – there was no communication and reception had no information. Finally seen 55 mins late.

More than the allotted 5 mins to discuss other matters that arise or come to memory whilst attending an appointment

Would like to see more appointments available in the afternoons as sometimes it takes a long time to get through on t he phone and virtually all appointments are gone.

Modern surgery – up to date treatment. Impressed with range of services on offer. Seem to be a lot of part time GPs.

Considering it is a modern building it’s not as wheelchair-friendly as it might be – getting to Dr Watson’s room is a bit of a slalom course! Ramp from car park is hard work & there’s a small kerb at the bottom which needs negotiating. Only recently become aware there is a disabled parking & level access on far side of health centre.

The attitude and service of doctors and receptionists is abysmal! Poor diagnosing! Little empathy, feeling of being a number the whole place

needs a shake up run by amateurs! Need lessons in basic `respect manners towards patients. Too many times diagnosis by tablets better treatment elsewhere! Needs a new influx of doctors and receptionists. It is sad that we have to write this would prefer positive comments but cannot in all honesty say this centre is good. Better service from Boots Chemists and other establishments in Ilkley.

It would be useful to be able to use the x-ray unit at the C.H. as in the past. The G.P. used to send the patient round, now it takes ages via AGH.

GP surgery overall very good, only a couple of comments; 1) when ringing at 8am it’s always busy and have to try 10 x before getting through and by then often appointments with my favourite 3 GPs have gone. 2) it would be good to be able to book an appointment with specific GP a day or so in advance

Access to the building is easy when the footpaths are kept clear, this includes the steps which are sometimes left unswept. I think that patients should also realise that medical staff also have families and want a home life.

Used to think the doctor/s knows you. Now you see lots of doctors and ? doctors and the concept of my personal health needs gets lost as you tell your health story to this person or that person who usually hardly knows you at all. My doctor was Dr Moorhouse then Dr Poulier. Now it could be any number of doctors, nurses, ?, professionals etc. Don’t really like it.

New patient – was recommended by several new acquaintances. Very happy with ease of registration etc.

I would like to see the same GP for all my appointments although I realise that this is not always possible.

Great practice – organised and efficient

Happier, friendly receptionists & secretaries. Better use of waiting areas, chairs in groups – not lines – it’s depressing

It would be great if very poorly children (infectious children) could be seen straight away by a doctor, or would be able to wait in a separate little waiting room away from the crowds.

It’s a shame not all the Drs are as helpful as Dr Watson & Dr Summers. Some Drs here are a waste of time and don’t know what they are doing and clearly don’t care about their patient. Been misdiagnosed a few times by different Drs and it’s been Dr Summers & Dr Watson who have sorted me out. Please make more appointments available with them.

1)Had reason to use out of hours phone line recently & was impressed at questioning on situation – then patient questioned and outcome was to take patient to Wharfedale immediately and seen by doctor on arrival – fortunately a good outcome.2) would like to be able to book ahead more easily

I am very lucky to have the services and facilities on offer

I have always been satisfied with the appointments`

Not often been able to get to see a doctor of my choice

Would like to see the out of hours phone to go thru to one of the practice doctors for immediate advice or help rather than NHS direct. Would like a weekend surgery.

Would like to be able to book appointments in advance.

Unhelpful when need to see someone specific – even doctors secretary

When you ring in the morning for an appointment at 8am the phone is engaged, by the time you get through no appointments left.

More lectures / talks from GPs

I think the service customer care at the practice is absolutely excellent. I always did think so but as I now have experience of working at a GP practice completely out of the area I can compare & have a raised awareness of how good my GP practice is without a doubt. To this end I would like to thank all the staff there not just the clinicians.

Prescriptions over the telephone

I think the practice as a whole is very good. Some GPs could improve their manner. Reception staff – very helpful, understanding.

On very wet days the flagstones as the surgery are often covered by water. I have twice had shoes infiltrated! Can this problem be tackled?

Pavement is not level and water pools at entrance

Access into the building, in poor weather conditions the steps from the road to the building entrance are not always kept clear, particularly when leaves have fallen. The walkway between the building entrance and the top of the slope to the car park requires an improvement to the drainage to prevent the several puddles forming.

Get rid of water pools outside door

The appointment booking system leaves a lot to be desired. After several months intending to make an appointment to deal with a potential long-term issue, I was put off when I finally called as the receptionist said I had to call back at 8am each morning to try to make an appointment on the day. I tried a day or two but it was continually engaged. (Finally, several weeks later), I tried again and got an appointment. Are you trying to ensure people don’t visit???

Difficult to get through on the telephone at 8am. Invariably this is the only way to get an appointment with the doctor of one’s choice.

Twice now have come in with an acute problem – seen within an hour – excellent! Efficient but caring

Would like to be informed of test results good or bad

I have recently seen Dr J Greenwell with a leg problem, then on his advice the orthotics dept at the Coronation. The service from both was excellent and efficient and both the clinics being in Ilkley is of real value. Many thanks.

Thanks

I’ve nothing but praise for the service at this practice. Thanks

Appointment with any dr is fine. Booking an appt with a specific doctor who has been dealing with an ongoing investigation which may not be straightforward to recount in a 10 min appt with someone new is not easy. Sometimes continuity of care is important especially if symptoms are not always straightforward. Appointment on the day v good. Booking in

advance usually means waiting a week for an appointment perhaps because if you are booking in advance you need to see a specific doctor for a reason. Getting through on the phone normally very good except first thing in the morning. Telephone consultations – call time doesn’t always tally with appointment time.

I have no complaints at all I feel this is the very best medical practice I have ever attended and my GP is 110%. You don’t get this sort of GP practice normally not in my experience anyway. Well done!!

I would like to have a system whereby one of the GPs was my key Dr.

Good service, great docs!

Thank you

Very unhappy with the attitude of a receptionist(not a familiar face)w/c Mon 11/2 not sure which day. I phoned the surgery repeatedly to get an appointment. The answer message said to ring back in surgery hours. The times I was ringing (9.30. 10. 11.30 am) all fell in the right period. Eventually I walked to the surgery to find that there were no appointments. The receptionist didn’t even reply when I said I’d been trying to get through on the phone. When I asked again she said oh we are in training. Well it clearly was customer service training!

I would like the return of GP cover at the weekend. Enough GPs now to make easier. I think we are very lucky with our GPs

Staff are always very helpful over the phone. Doctors are brilliant, the new receptionist is lovely and helped me last time I needed an appointment.

Well done to all

On 2 occasions I have had an appointment at the surgery to come to an appointment but a telephone appointment had been booked for me instead.

I called in at reception one day and requested that I see a doctor immediately as I was extremely ill and I saw a doctor within 5 mins. Fantastic service.

The best medical practice I have ever visited. Difficult to speak to anyone 8.00/8.30 to make an appointment, line always busy. Apart from this the two lady doctors we see are excellent. Kind considerate and always take the time to explain things.

Suggested topics for discussion -

Elderly care in the areaEfficiency or otherwise of vitamin supplements‘Practice as Service’Migraine problemsWomen’s incontinence problemsBack problemsOsteoarthritisDomestic violence & abuse – effects on health and services available to help recoveryChildhood illnesses – warning signsAre they happy as doctors. How did they feel when they were young and left alone to copeStressHelp for the elderlyParkinsonsGroup therapy sexual health, abuse

APPENDIX 9

ILKLEY MOOR MEDICAL PRACTICEPATIENT PARTICIPATION GROUP LOCAL SURVEY – ACTION PLAN 2012/13

No. Question Responses (Summarised) Actions Lead Progress

1 How do you rate the hours that your GP surgery is open for appointments

86% of patients thought good, v good or excellent8% thought fair and 5% poor or v poor

We will continue to monitor patient feedback with a view to maintaining current standards

Practice/patient council

2 If appropriate, what additional hrs would you like the surgery to be open

43% of patients were satisfied. 33% of patients would like us to be open at weekends and 24% would like early, lunchtime and evening appointments

We have no current plans to open at weekends. We have appointments ranging from 8am to 7.20pm including GP and nurse appointments through the week. Need to advertise more.


Staff informing patients when they ring up for appointments. Advertising our opening times on front door and our telescreen in waiting room. Already on website

3&4

In the past 6 months have you

A high percentage of patients thought they

Discussed in staff meeting for staff to inform patients of advance booking


Staff informing patients when they ring up for

tried to book an appointment with any dr more than 2 full working days ahead. Last time you tried to were you able to get an appointment with any dr more than 2 full working days in advance.

couldn’t book in advance options up to 6 months ahead.

Advertise more widely i.e. Television screen, newsletter, website, patient council.

appointments. Advertising on telescreen and website. Already in new patient packs

5&6

How long do you usually have to wait at the surgery after your appointment time for your consultation to begin? And how do you feel about this?

64% of patients waited 10 mins or less. 36% waited 11 mins or longer.66% of patients thought not too long to wait and 34% thought it was too long.

Communicate to patients more when GPs are running late.

Encourage GPs to keep to time.

Offer GPs gaps in surgery as catch up time.

practice Majority of GPs who do have a tendency to run late have now had catch up slots put in.

7 How do you rate getting through to the surgery by phone, speak to GP on phone, get test results by phone or speak to the nurse on phone

For the surgery out of 343 replies 324 thought fair to excellent and 18 poor and v poor.For the GP out of 341 replies 253 thought fair to excellent and 44 thought poor and v poor. 82 had never tried.For results out of 339

We know patients have trouble phoning in at 8am. With advertising advanced appointment booking this may help.

Advertise telephone apps more in newsletter and website and on telescreen.

Piloting at present test results being


Hopefully with advertising the advanced apps for GPs it will free up some of the 8am problems.

replies 210 thought fair to excellent and 7 thought poor and 122 had never tried.For nurses out of 340 replies 118 thought fair to excellent and 5 poor and 217 had never tried.

sent on patients mobile.

8 How satisfied are you with the service you get from GP, Nurse, Receptionist and other services?

GP – out of 336, 321 were very/fairly satisfied, 8 dissatisfied and 7 neither satisfied/dissatisfied.Nurse – out of 310 , 296 were very/fairly satisfied, 5 dissatisfied and 9 neither nor.Receptionist – out of 316, 299 were very/fairly satisfied, 11 dissatisfied and 6 neither nor.Other services – out of 231, 217 were very/fairly satisfied, 7 dissatisfied and 7 neither nor.

Maintain these standards

9 How do you consider access to the building?

98% thought very/fairly easy and 2% thought not easy.

10 How clean is your 100% thought very/fairly Maintain these standards

surgery? clean.

11 Would you recommend your surgery to someone?

85% definitely13% probably2% not

12 How often do you attend the surgery?

28% regularly50% occasionally14% rarely7% with children

13 Which method do you prefer to use to book appointments?

10% in person72% phone18% online

To open up more online bookings We have opened up more online app bookings

14 Are you aware we have a patient council?

66% yes34% no

Keep on advertising through the telescreen, notice board, new patients packs, word of mouth,

Keep on with the advertising of the patient council.

APPENDIX 10 & 11

Ilkley Moor Medical Practice Patient Experience Survey 2012/13

Question 1.How do you rate the hours that your GP surgery is open for appointments?

Answer Options Response Percent Response Count

Excellent 15.5% 53Very good 40.8% 140Good 30.0% 103Fair 8.2% 28Poor 3.8% 13Very poor 1.7% 6

answered question 343skipped question 0

How do you rate the hours that your GP surgery is open for appointments?

ExcellentVery goodGoodFairPoorVery poor

Question 2.If appropriate, what additional hours would you like the surgery to be open?

Answer Options Response Percent

Response Count

Early morning 6.5% 22Lunch times 1.5% 5Evenings 16.0% 54Weekend 33.1% 112None, I am satisfied 42.9% 145


If appropriate, what additional hours would you like the surgery to be open?

Early morningLunch timesEveningsWeekendNone, I am sat-isfied

Question 3. In the past 6 months have you tried to book an appointment with any doctor more than 2 full working days ahead?


Response Count

Yes 48.1% 161No (go to question 5) 42.4% 142Can't remember (go to question 5) 9.6% 32


In the past 6 months have you tried to book an ap-pointment with any doctor more than 2 full working

days ahead?

YesNo (go to question 5)Can't remember (go to question 5)

Question 4.

Last time you tried to, were you able to get an appointment with any doctor more than 2 full working days in advance?


Yes 68.6% 120No 22.9% 40Can't remember 8.6% 15


Last time you tried to, were you able to get an ap-pointment with any doctor more than 2 full working

days in advance?

YesNoCan't re-member

Question 5. How long do you usually have to wait at the surgery after your appointment time for your consultation to begin?


5 minutes or less 18.8% 646-10 minutes 45.2% 15411-20 minutes 29.6% 10121-30 minutes 5.6% 19More than 30 minutes 0.9% 3


How long do you usually have to wait at the surgery after your appointment time for your consultation to

begin?

5 minutes or less6-10 minutes11-20 minutes21-30 minutesMore than 30 minutes

Question 6.

How do you feel about how long you normally have to wait?


It's not too long 66.0% 225It's a bit too long 23.8% 81It's far too long 4.4% 15No opinion/doesn't apply 5.9% 20


How do you feel about how long you normally have to wait?

It's not too longIt's a bit too longIt's far too longNo opinion/doesn't apply

Question 7.Thinking of the times you have phoned the surgery, how do you rate the following?

Answer Options Excellent

Very good

Good

Fair

Poor

Very poor

Don't know/neve

r triedResponse Count

Ability to get through to the surgery on the phone 36 103 127 58 14 4 1 343Ability to speak to a doctor on the phone when you need medical advice 61 79 75 38 2 4 82 341Ability to get test results on the phone 44 57 86 23 7 0 122 339Ability to speak to a nurse on the phone 19 35 41 23 3 2 217 340


Ability to get through to the

surgery on the phone

Ability to speak to a

doctor on the phone when

you need medical ad-

vice

Ability to get test results

on the phone

Ability to speak to a

nurse on the phone

050

100150200250300350400

Thinking of the times you have phoned the surgery, how do you rate the following?

ExcellentVery goodGoodFairPoorVery poorDon't know/never tried

Question 8.

In general, how satisfied are you with the service you get from your:

Answer OptionsVery

satisfied

Fairly satisfi

ed

Neither satisfied nor dissatisfied

Fairly dissatisfi

ed

Very dissatisfi

edResponse Count

GP 245 76 7 7 1 336Nurse 226 70 9 3 2 310Receptionist 232 67 6 5 6 316Other services 164 53 7 1 6 231

answered question 339

skipped question 4

GP Nurse Receptionist Other services

0

50

100

150

200

250

300

350

400

In general, how satisfied are you with the service you get from your:

Very satisfiedFairly satisfiedNeither satisfied nor dissat-isfiedFairly dissatisfiedVery dissatisfied

Question 9.

Do you consider access to the building to be:


Response Count

Very easy 77.4% 264Fairly easy 21.1% 72Not very easy 1.5% 5Not at all easy 0.0% 0


Do you consider access to the building to be:

Very easyFairly easyNot very easyNot at all easy

Question 10.How clean is your GP surgery?


Response Count

Very clean 83.7% 282Fairly clean 16.3% 55Not very clean 0.0% 0Not at all clean 0.0% 0


How clean is your GP surgery?

Very cleanFairly cleanNot very clean

Question 11.

Would you recommend your GP surgery to someone who has just moved into your local area?


Response Count

Yes, definitely 85.2% 287Probably 13.1% 44Definitely not 1.8% 6


Would you recommend your GP surgery to someone who has just moved into your local area?

Yes, def -initelyProbably

Question 12.How often do you attend the surgery?


Response Count

Regularly 28.1% 94Occasionally 50.3% 168Rarely 14.4% 48Mainly with children 7.2% 24


How often do you attend the surgery?

RegularlyOccasionallyRarelyMainly with children

Question 13.

Which of the following methods would you prefer to use to book appointments?


Response Count

In person 10.4% 35By phone 71.7% 241Online 17.9% 60


Which of the following methods would you prefer to use to book appointments?

In personBy phoneOnline

Question 14.

Are you aware that we have a patient council? (Noticeboard located next to the main entrance.)


Response Count

Yes 66.2% 219No 33.8% 112


Are you aware that we have a patient council? (Noticeboard located next to the main entrance.)

YesNo

Question 15.Please use the space below to add any comments or inform us of the type of services you would like to see available from your GP surgery.

Answer Options Response Count

103answered question 103

skipped question 240

Question 16.Are you:


Response Count

Male 32.1% 80Female 67.9% 169


Question 17.What is your age?


Response Count

Under 16 0.9% 317-24 3.4% 1125-34 4.0% 1335-44 15.4% 5045-64 29.0% 9465-74 23.1% 7575-84 19.1% 62Over 84 4.9% 16


Question 18.What is your ethnicity?


Response Count

White British 96.6% 288Other 3.4% 10


Question 19.Are you aware of our regular informative talks? Do you have any suggestions for future topics?

Answer Options Response Count

35answered question 35

skipped question 308

APPENDIX 12 Ilkley Moor Medical Practice

Patient CouncilMinutes of meeting held on 16 May 2012

Present: Brian Taylor, (Chair), Elaine Whitaker (Secretary), Pat Below, Brian Daniel, Dr Mark French, Geoff Lampert, Caroline Leeming, Fiona McKinnon-Evans, Carol Maufe, Sheila Paget, Wendy Ribbands (practice manager), Margaret Robertson, Derek Robertson, Brian Sayer.Barry Taylor welcomed Pam Essler who is the Acting Chair of the Airedale, Wharfedale and Craven CCG, and Brain Daniel, a potential new member. Barry Taylor also thanked Brian Sayer for chairing the March meeting.1. Apologies for absence: David Adam, Carol Bogaardt, Jack Hanson (IGS), Paula Hunt, Anne Le Grove, Melissa Owens, Joe Padgett (IGS), Jo Prowse, Stephen Tendlow, Sandy Thackray. 2. Minutes of the last meeting held on 7 March. These were approved as a true record.3. Matters Arising

Item 4: Ilkley Grammar School Report. A further meeting is needed. Item 5: Virtual Group Leaflets/application forms have been produced for distribution. Volunteers were requested to recruit new members. Margaret and Derek Robertson offered to help. Fiona McKinnon-Evans has distributed some leaflets to the LS29 group (parents/carers of disabled children).Item 6 Sub Group Report Nick Beeson is the new governor at Airedale General Hospital Trust, replacing Sheila Paget.The latest edition of the Newsletter is now available. Two topics for the Open Evenings have been organised: Skin Cancer in June, and Alzheimer’s disease later in the year.

4. Ilkley Moor Pharmacy Presentation Dr Mark French outlined the plans and progress in developments to improve the local pharmacy service.5. Patient Council Updates

Requests were made for items for the next newsletter. Medical Notes are now an established feature in the Gazette. The Skin Cancer evening will be held on 18 June from 6.00 to 8.00 pm. The

Alzheimer’s meeting will be on 2 October from 2-4, with four speakers (Fiona McKinnon-Evans representing the Carers Resource, Dr Mark French representing GPs, a carer and a representative of the Alzheimer’s Society). An open meeting on Parkinson’s disease is planned for later in the year. Open meetings will be promoted at the Health Awareness Day. Other ideas are requested.

Membership update: Liz Stanley is standing down, Sandy Thackray and Jo Prowse are joining the Virtual Group.

PPG network: an executive has been set up (consisting of 5 representatives). David Howe is the chair, Barry Taylor is our local representative.

A patient problem (at Airedale) has been resolved with the help of the practice.

The Patient Council notice board has been moved to nearer the entrance, with easier access and visibility.

The Health Awareness Day will be held on Thursday 6 September, with 27 stands already confirmed. David Keighley would like volunteers to give out leaflets during the previous week.

6. Practice Update Wendy Ribbands reported that Dr Poulier is still on sick leave. It is hoped that further information should be available next week to inform patients. There are several new appointments : Ruth on reception and Jill in administration, a new community matron(Janette Travers), a new community palliative care nurse (Karen Sinclair), and a new registrar begins in the summer. Dr Mark French has got through to the final trials for the England over 50s hockey team.7. Clinical Commissioning Group Presentation Pam Essler, the acting lay chair of the Airedale, Wharfedale and Craven CCG, gave a presentation on three areas: (1) A brief overview of CCGs, currently in shadow form, with an emphasis on focusing the main budget on secondary care via clinicians (particularly GPs, as gate keepers, plus a nurse and a secondary care clinician, and two lay members for governance and finance respectively); (2) Patient and public engagement (involved in designing and prioritising services within the budget), with the key elements being the Patient Participation Groups, focusing on broader issues as well as practice matters. The voluntary and community sector are also involved, as well as the Local Authority (with responsibility for health and social care), and Bradford Link (canvassing public opinion); (3) The Plan on a Page (5 year strategy). A detailed handout was tabled and described. The four main principles were explained and considered, and approved by the committee. There was some discussion about the cost to primary care providers of moving some secondary care to primary care (no extra funds provided), with the risk of destabilising GP practices, and also potential conflicts of interest for GPs. There was some concern that Virgin has taken control of 350 GP practices in England and may further encroach as services providers. The National Commissioning Board will have responsibility for contracts for GPs, dentists, pharmacists etc and the quality control of providers. There are still considerable unknowns such as funding streams and estates. There was concern about the size of the A/W/C CCG and the risk of taking on existing deficits-the implications of which are being considered. Some functions will be shared with the two Bradford CCGs to share risks and ensure uniformity across the three CCGs to avoid differences in treatment availability etc. There will also be a joint strategic assessment of needs across the area. The Airedale Community Collaborative Care Team is a good example of identifying needs and providing the appropriate support services in clearly defined sets of patients. The conundrum of the CCGs as commissioners and GPs as providers was discussed, with some new innovative GP services on hold. There was concern that multinational companies may tender for such services, with the advantage of professional presentation staff.Barry Taylor reminded everyone that Pam Essler’s role is to obtain information from groups such as the PPG and this is a new opportunity to feed back our views. Pam Essler was invited to return in a few months to update the committee on developments.8. AOB Brian Daniel offered his services for advice on building/maintenance matters and tendering for free.

Wharfedale Hospital Forum At a recent meeting Brain Sayer asked for clarification about an article in the Ilkley Gazette concerning development of the Coronation Hospital site. The possibility of developing services at the Wharfedale Hospital to replace services at the CH was being considered.Pat Below expressed concern at the loss of a senior chiropodist at the Coronation Hospital.9. Date of the next meeting 11 July 2012, at 12.30pm.The meeting finished at 2.25 pm.

Documents

· Web viewILKLEY MOOR MEDICAL PRACTICE. PATIENT COUNCIL (PPG) REPORT. Version: 1. Produced by: Wendy Ribbands/Karen Redman, Practice Manager. Date: March 2013. 1. Introduction