Download pdf - RMS Project Reports - Final - Rectory Meadow Surgery · supported by Rectory Meadow Surgery in Amersham. We sent surveys to the local secondary schools in the area, specifically targeting

CHALLONERS’RECTORYMEADOWSURGERYPROJECTREPORTFinal–May2016

1

ExecutiveSummaryInthesetimesofrapidlychangingtechnologyandsociety,whatdoyoungpatientswantfromtheirGPsandhowbestcanthisbedelivered?

Theaimoftheprojectwastodeliverevidence-basedrecommendationstolocalsurgeriestoimprovetheirserviceforyoungpeople.

Asmallgroupofaspiringmedicalstudentshavespentthepastfewmonthsdesigningandexecutingasurveytoinvestigatewhatyoungadultswantfromtheirsurgery.TheworkwasinitiatedandsupportedbyRectoryMeadowSurgeryinAmersham.Wesentsurveystothelocalsecondaryschoolsinthearea,specificallytargeting15-25yearolds.Wehavereceived352responsesgivingusopinionsonwhatlocalGPsurgeriescandotoimprove

service.Asignificantnumberofresponseswereonpaperandhadtobeaddedtotheresultsdatabasebyhand.

Findings

Themodalagegroupofparticipantswas16,followedby17yearolds.Therewere352participantsinthesurveywith213females,132malesand7whopreferrednottodisclosetheirgender.TherewasquiteanevendistributionofresponsesfromthosewhovisitedsurgeriesinAmershamandtheChalfonts(bothaveragingabout100responseseach).Onlyabout30responseswerefromthosewhoattendedsurgeriesinChesham.Themajorityofappointmentsweremadebyphonecall,followedbyonlinebooking,then‘walk-ins’andtheleastnumberofappointmentsweremadebytext.Mostrespondentsweresatisfiedwiththeircurrentmethodofmakingappointments(with221outofthe352givingaratingofeither4/5or5/5).Themajorityrespondedthattheywenttotheirlocalsurgeryforgeneralillnesses,with299outofthe352responses.Thefollowingvaluableservicesweren’tseentobeofferedbyrespondents’surgeries:easyandvisibleaccesstomentalandsexualhealthservices,contraceptionandabortionclinics,depressionfacilitiesincludingcounsellingandtherapy,paediatricbloodtests,awalk-inclinicwiththeoptionofmakingfollowupappointmentsandsmallhealthqueriesandworries.


2

Updatesfromsurgeriesshouldincludecurrentdelaysonappointments(277outof352peoplestatedthis),whichiscloselyfollowedbyinformationonsurgerychanges(207outof352people).Mostpeoplewouldprefertoreceiveupdatesfromtheirsurgeryviaemail(203outof352people),closelyfollowedbytext(176outof352).Aroundathirdofresponses,statedthattheyreceivedupdatesmonthly,yearlyandtwiceyearly.Almosttwothirdsstatedthattheywouldliketoreceivemonthlyupdates.Forthemajorityofpeople,4pmto6pmisthemostconvenienttimetovisitthesurgeryonweekdays.Forthemajorityofpeople,8amto12noonisthemostconvenienttimetovisitthesurgeryonweekends.Mostpeopledidnotknowwhethertheirsurgeryhadawebsiteornot.Mostpeoplesaidthatwhilstthewebsitewaseasytonavigateanduseful,itisn’tmodern.Butasignificantnumberofpeoplesaidthewebsitewaseasytonavigatebutitisuseless.Over200peoplesaidthatiftherewasahealthcareapptheywoulduseit.Mostpopularcategoriesfortheappareappointmentbookingandmedicalnews.Textingresultsfortestsandeasierwaysofbookinganappointmentseemedlikeotherpopularthemesaswellasupdatesforclinicsetc.onsocialmedia.Patientsreportedwaitingupto3weeksforanappointmentwiththedoctor.ItisclearthatthehealthcareprovisioninthisareaisofaveryhighstandardandthatthemajorityofteenagersseemveryhappywiththeiraccessibilityandcommunicationwiththeirGP’spractice.However,thereareareas-especiallycommunicatingwaitingtimesandbookingappointments-thatneedtobemadeeasierandmorereadilyavailable.Inaddition,arangeofservicesthatarenecessaryforyoungadultslivingintheareashouldbeoffered.NB:Theseresultsareforthesumofallsurgeries.Ingeneral,RectoryMeadowSurgeryresultswereinlinewiththegroupaverages.

Recommendations1. Eitherarrangeorpublicisemoreclinicsformentalandsexualhealthservices,

contraceptionandabortion,depressionfacilitiesincludingcounsellingandtherapy,paediatricbloodtests,awalkinclinicwiththeoptionofmakingfollowupappointmentsandsmallhealthqueriesandworries.

2. Givemonthlyupdatestopatientswhichincludeanychangestosurgeryoperation.3. Createmoreprovisionsforappointmentsforteenagers4pmto6pmonweekdaysand

8amto12noonduringtheweekends4. Publicisemorewidelyamodern,easytonavigateandusefulwebsite,whichallows

bookingappointmentsonlinewithease.5. Createanappwithappointmentbooking,waitingtimesandmedicalnewsfor

surgeries.


3

RMSFinalreport-analysisofsurveyresultsQuestion1-Howoldareyou?

• Themodalagegroupofparticipantswas16,followedby17yearolds.

• Therewereveryfewparticipantsaged19-21.

• Ifthesurveywastoberepeated,itcouldbemoreevenlydistributedbetweentheagegroups,e.g.bycarryingitoutwithmoreuniversitystudentstogetmoreresponsesfromthoseatthehigherendofourtargetedagerange.

Question2-Whatgenderareyou?

• Therewere352participantsinthesurvey-with213females,132malesand7whopreferrednottodisclosetheirgender.

• Sincethereweremanymorefemalethanmaleparticipants,ifthesurveyweretoberepeated,nexttimeitcouldbedistributedmoreevenly,e.g.bydistributingittomoreboys’schoolstoevenupthegendergap.

0

20

40

60

80

100

120

140

15 16 17 18 19 20 21

AgeofParticipants:


4

Question3-Whichdoctors’surgerydoyougoto?

• TherewasanevendistributionofresponsesfromthosewhovisitedsurgeriesinAmershamandtheChalfonts(bothaveragingabout100responseseach),howevertherewereonlyabout30responsesfromthosewhoattendedsurgeriesinChesham.

• Ifthesurveywasrepeated,itcouldbedistributedtomorepeopleintheCheshamareaandalsotofewerpeoplefromareaswhichweren’tintheAmersham/Chesham/Chalfontarea,togetmorelocalresponses(i.e.toreducethenumberofresponsesfrom‘other’surgeries).

Question4-HowareyourappointmentswithyourGPcurrentlymade?

• Themajorityofappointmentsaremadebyphonecalls,followedbyonlinebookingthenwalkinsandtheleastnumberofappointmentsweremadebytext.

0

20

40

60

80

100

120

Amersham Chalfonts Chesham Other

AreaofDoctorsSurgery

0

50

100

150

200

250

300

350

PhoneCall WalkIn Online Text

HowAppointmentsareMade:


5

Question5-Areyousatisfiedwithyourcurrentmethodofmakingappointmentsatyoursurgery?

• Themostcommonfeedbackwasthatpeopleweresatisfiedwiththeircurrentmethodofmakingappointments(with221outofthe352peoplewhofilledoutthesurveygivingaratingofeither4/5or5/5).

• Veryfewpeoplewereverydissatisfiedwiththeircurrentmethodofmakingappointments(with26outofthe352peoplewhofilledoutthesurveygivingaratingofeither1/5or2/5).

0

20

40

60

80

100

120

140

160

VeryDisatisfied

Dissatisfied Notsatisfiednordissatisfied

Satisfied VerySatisfied

Satisfaction


6

Question6-Whichservicesdoyouusethemost?

• 299outofthe352peoplewhotookthesurveyrespondedthattheywenttotheirlocalsurgeryforgeneralillnesses.

• Asignificantnumberofpeople(approximately1/3ofallsurveyrespondents)saidthattheyusethevaccinationservicesintheirsurgery.

• Fewpeoplesaidthattheyusethesexual/mentalhealthservicesandchildhoodailmentsintheirsurgeryandthemostunderusedservicewassocial/lifestyleissues,e.g.smokingandfamilyissues-withamere11/352respondentsstatingthattheyusethisservice.

• Otherreasonspeoplevisitedtheirsurgeryincluded:brokenbones,allergies,dietaryissuesandsportinginjuries.

• Thefactthatmajorityofpeoplewenttotheirsurgeryforgeneralillnessesratherthanforanactualserviceprovidedbythesurgery,e.g.mentalorsexualhealthsuggeststhattheseserviceseitheraren’tverypopularinsurgeriesorthatpatientshavealackofawarenessoftheiravailability.

0

50

100

150

200

250

300

350

Whichservicesdoyouusethemost?


7

Question7-Arethereanyservicesyoufeelarenotbeingoffered(e.g.sexualhealth)?

• Theservicespeoplesaidweren’tbeingofferedbytheirsurgeriesincluded:increasedaccesstometalandsexualhealthservices,contraceptionandabortionclinics,depressionfacilitiesincludingcounsellingandtherapy,paediatricbloodtests,awalk-inclinicwiththeoptionofmakingfollowupappointmentsandsmallhealthqueriesandworries.

• Themajorityofpeopleweresatisfiedwiththeservicesprovidedbytheirlocalsurgeryasthemostcommonresponsetothisquestionwas‘none’orsimplytherewasnocomment.

• Fromthosewhowereunsatisfied,themajorityofconcernswerelinkedtothelackofsexualormentalhealthsupportavailableattheirsurgeries.Thissuggeststhattheseservicesneedtomademoreavailableandvisibletopatientsinthefuture.

• Therewerequiteafewresponseswherepeoplestatedthattheyweren’tveryawareoftheservicesprovidedbytheirsurgery-eitherbecausetheydon’tgothereoftenenoughorbecausepatientsaren’tinformedofwhatservicesareavailable.

Question8-Whatdoyouthinkyoursurgeryshouldupdateyouon?

• Themostcommonviewwasthatsurgeryupdatesshouldbelinkedinrealtimeto

delayedappointments(277outof352peoplestatedthis),whichiscloselyfollowedbychangestothesurgery(207outof352people).

• 38%ofrespondentsstatedthatthesurgeryshouldnotifythemaboutnewsandhealthupdates.

Whatdoyouthinkyoursurgeryshouldupdateyouon?

Changestothesurgery Delayedappointments Newsandhealthupdates


8

Question9-Whatplatformwouldyouprefertobeusedforsaidupdates?

• Mostpeoplewouldprefertoreceiveupdatesfromtheirsurgeryviaemail(203outof352people),closelyfollowedbytext(176outof352).

• 1/5ofthesurveyrespondentsstatedthattheywouldprefertoreceiveupdatesviasocialmediaandaround1/6viaphonecall(e.g.Facebook,Twitteretc..)

• Fewpeoplewouldprefertoreceiveupdatesvialeaflets(24outof352).

0

50

100

150

200

250

Text Email PhoneCall SocialMedia Leaflets

Whatplatformwouldyouprefertobeusedforsaidupdates?


9

Question10-Howfrequentlydoyougetupdatesfromyoursurgery?

Themajorityofyoungpeoplerespondingneverreceiveupdatesfromtheirsurgery.Aroundathirdstatedthattheyreceivedupdatesmonthly,yearlyandtwiceyearly.ThisimpliesthatmostyoungpeopleareunawareofnewinitiativeswhichmaybeputintoplaceattheirGPSurgery.However,thismaybeduetothefactthatitistheparentsoftheseyoungpeoplewhoreceivetheseupdatesratherthantheyoungpeoplethemselves.Inconclusion,tomakemoreyoungpeopleawareofthedifferentservicesthesurgeryoffers,itisclearthattheyshouldbecontactedmorefrequentlysothattheycanmakeuseoftheseservices.

Q.10- Howfrequentlydoyougetupdatesfromyoursurgery?

Weekly Monthly Twiceyearly Yearly Never


10

Question11-Howoftenwouldyouwanttogetupdatesfromyoursurgery?

Fromthedatacollectedregardinghowoftenyoungpeoplewouldliketoreceiveupdatesfromtheirsurgery,almosttwothirdsstatedthattheywouldliketoreceivemonthlyupdates.Thiswouldenablethemtobeuptodatewiththelatestservicesandclinicsthatthesurgeryisoffering,aswellasnewvaccinationswhicharerelevantfortheiragegroup.

Itisclearfromthisdata,thatmostyoungpeoplefromthe352responsescollected,hadneverreceivedupdatesfromtheirlocalsurgery.Itisadvisedthat,inordertomakethemmoreawareoftheservicesofferedwhichareappropriatefortheiragegroupinparticular,perhapsamonthlynewsletterspecificallyforyoungpeoplecouldbesentoutsothattheybecamemoreawareofhealthcarenewswhichmayaffectthem.


11

Question12-Onweekdays,whenwouldbemostconvenientforyoutovisityoursurgery?

Thepiechartshowsthatforthemajorityofpeople,4pmto6pmisthemostconvenienttimetovisitthesurgeryonweekdays.Therefore,thesurgeryshouldexpectthistobethebusiesttimeoftheday.Inordertomakesurethatthemostnumberofpatientsareseen,theaverageappointmenttimecouldbereducedduringthistime.Makingsurethatmostdoctorsareavailablefrom4pmto6pmwouldmeanthatmorepatientswouldgetseenandwaitingtimeswouldbereduced.Orthesurgerycouldtrytogetmorepatientstovisitduringthelessbusyperiods.Thiscouldbedonebylettingpatientsknowthatwaitingtimesarereducedatcertaintimesofthedaye.g.12noonto4pmeitherwhentheyphonetomakeappointmentsorbyadvertisingthisonthewebsite.


12

Question13-Attheweekend,whenwouldbemostconvenientforyoutovisityoursurgery?

Thepiechartshowsthatforthemajorityofrespondents,8amto12noonisthemostconvenienttimetovisitthesurgeryattheweekend,followedby12noonto4pm.Therefore,thesurgeryshouldexpecttobebusiestatthesetimesifopenonweekends.Openingthesurgeryatweekendsmayhelptoreducethenumberofpatientswhovisitduringthebusyweekdayperiodwhichcouldreducewaitingtimes.Thestrategieslistedabovecouldalsobeusedontheweekendstomakesurethatthemaximumnumbersofpatientsarebeingseenandthatwaitingtimesarereduced.


13

Question14-Doesyoursurgeryhaveawebsite?

Oftheyoungpeoplewhoknewwhethertheirsurgeryhadawebsiteornot,themajoritysaidtheirsurgerydoeshaveawebsitewithonlyasmallproportionsayingtheirsurgerydoesn’thaveawebsite.

However,mostpeopledidnotknowwhethertheirsurgeryhadawebsiteornot.Thissuggeststhatsurgeriesshouldpromotetheirwebsitemore.


14

Question15-Ifyes,doyouthinkitismodern,easytonavigateanduseful?

Lotsofpeoplesaidtheirsurgeries’websitewaseasytonavigatebutfewerpeoplesaidthatitwasmodernanduseful.Morepeoplesaidthat,whilstthewebsitewaseasytonavigateanduseful,itwasn’tmodern.Incontrast,therewasalargeproportionofpeoplewhosaidthewebsitewaseasytonavigatebutitwasuseless.Thissuggeststhateitherthewebsiteisnoteasytonavigateastheycan’tfindthefunctionalityorthatthewebsitehasnofunction.Thelargenumberofyoungpeoplesayingthewebsitewasn’tmoderncouldalsomeanthatthewebsiteneedsaredesigntomakeitmoreappealing.


15

Question16-IfyourGPweretoprovideahealthcareappwouldyouuseit?

Forthisquestionmostpeopleansweredyesratherthanno.ThismeansthattheideaoftheappforGP’sisverypopular.


16

Question17-Ifyes,whatfeatureswouldyouwanttoseeontheapp?

HereweseethatthemostpopularcategoriesfortheappareAppointmentBookingandMedicalNews.Thissuggeststhatpeoplearelookingforconvenientwaystobookappointmentsandfollowthenews.Openinghoursandliveupdatesalsoseemedpopular,withalmost215peoplevotingforeach.Featureslikethismaybebeneficialtoaddaswell.Healthcareadvicewaslesspopular,howevertheNHSChoiceswebsiteandpromotiontoNHS111maybeabetterwaytogettheadviceneeded.

Question18-Howwouldyouimprovecommunicationwith/fromyoursurgery?

Itseemsmanypatientsfeeltheydon’treallyknowwhat’sgoingonandwouldlikesomefurtherinformation.Theideaoftextingresultsfortestsandeasierwaysofbookinganappointmentwereotherpopularthemesaswellasupdatednewsofclinicsetc.onsocialmedia.

Manyyoungpeoplewantedtobeabletogetappointmentssooner-somepatientsreportedwaitingupto3weeksforanappointmentwiththeirdoctor.Thisalsolinksintobettercommunication-knowingthecourseoftreatmentandeasieraccesstothisinformationcouldstoppeoplebookingappointmentsunnecessarily.

Remembermanyyoungpeoplearestillgettingusedtobookingtheirownappointmentsandthereforeaneasiermethod,likeanappwithmoreguidance,wouldbebeneficial.