Zetland Medical Practice

Welcome to the Practice

Vision on line Services:

Now available:

  • Ordering of repeat medications
  • Booking and cancelling appointments
  • Records summary - allergies, adverse reactions and medications
  • An individual personal request must be made in order to access the records summary. Please contact reception for further information and an access form.

Patient Participation Group Report 2015

You may have been asked recently to participate in the annual report as a means to obtain feedback as we take time to analyse how our patients feel about the service provided.  This exercise commenced during January and forms of questionnaire have been handed out from our Marske and Saltburn surgeries.  We take this opportunity to thank everyone who participated especially as this year’s questionnaire was in more depth than previously and would have taken more time to complete.  The response rate was 69%

 As in previous years we have used GPAQ (the general practice assessment questionnaire) which surveys how patients perceive their doctors practice.  The survey covers aspects of quality which is best assessed by asking patients to provide their views and furthermore this type of feedback is known to be highly valued by patients.

 This updated and more comprehensive version GPAQ – R2 was revised to incorporate GP Revalidation and includes the recently introduced Friends and Family Test. 

Our results are compared to the GPAQ Survey Benchmark figures based on averages from the other Practices who participate in this professional exercise. The National Survey Benchmark figures which comprise all practices are significantly lower and Zetland’s achievements are substantially in excess of these.

 Resulting scores are designed to prompt and encourage the improvement of care in practices where there are perceived signs of weakness in relation to benchmark in a particular category and we are pleased to enclose below the relevant copy of our report which summarises our achievement highlighting where more work is needed particularly in 3 areas. To address this we will produce our action plan to work to during coming months.

  

Benchmarks

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Male

Female

Your practice overall

GPAQ-R National benchmark

 

 

 

 

 

 

 

 

 

 

Number of Questionnaires

 

 

 

43

63

110

17,145

GP

 

 

 

 

 

 

 

 

 

Q1 Putting you at ease?

 

 

 

 

92.7

94.8

93.5

92.8

Q2 Being polite and considerate?

 

 

 

93.3

95.6

94.4

94.6

Q3 Listening to you?

 

 

 

 

91.5

94.8

93.0

93.7

Q4 Giving you enough time?

 

 

 

 

90.6

93.5

91.9

91.5

Q5 Assessing your medical condition?

 

 

 

89.0

92.6

90.5

91.5

Q6 Explaining your condition and treatment?

 

 

 

89.0

91.4

89.8

91.1

Q7 Involving you in decisions about your care?

 

 

89.3

90.6

89.4

90.5

Q8  Providing or arranging treatment for you?

 

 

92.1

94.4

93.3

92.0

 

 

 

 

 

 

 

 

 

 

Q9 Confidence that the GP is honest and trustworthy?

 

 

95.1

98.4

96.7

95.7

Q10 Confidence that the dr will keep your information confidential?

96.3

100.0

98.6

97.0

Q11 Would you be completely happy to see this GP again?

 

100.0

100.0

99.1

98.8

Nurse

 

 

 

 

 

 

 

 

 

Q30 Putting you at ease?

 

 

 

 

91.7

89.2

90.3

90.3

Q31 Giving you enough time?

 

 

 

90.3

88.7

89.2

89.2

Q32 Listening to you?

 

 

 

 

91.4

87.7

89.0

89.6

Q33 Explaining your condition and treatment?

 

 

91.9

88.5

89.7

88.8

Q34 Involving you in decisions about your care?

 

 

89.8

85.2

86.9

87.6

Q35 Providing or arranging treatment for you?

 

 

91.4

87.8

89.1

88.9

 

 

 

 

 

 

 

 

 

 

Q36 Would you be completely happy to see this Nurse again?

 

100.0

96.2

97.8

97.1

Practice

 

 

 

 

 

 

 

 

 

Q12 How helpful do you find the receptionists at your practice?

 

88.2

88.0

88.2

89.1

Q13 How easy is it to get through to the practice on the phone?

 

63.2

54.3

58.0

68.8

Q14 How easy is it to speak to a doctor or nurse on the phone?

 

73.8

66.8

69.7

69.9

Q17 How easy to book ahead?

 

 

 

68.0

55.0

60.3

70.9

Q21 How do you rate how quickly you were seen (partic dr)

 

75.6

63.5

68.7

70.7

Q23 How do you rate how quickly you were seen (any dr)

 

73.1

70.4

71.6

75.0

Q25 How do you rate how long you waited

 

 

 

63.9

61.8

62.7

67.8

Q37 Understand your health problems

 

 

 

90.2

88.7

88.9

92.8

Q38 Cope with your health problems

 

 

 

90.2

87.3

88.6

91.7

Q39 Keep yourself healthy

 

 

 

 

84.2

80.0

81.4

88.7

Q40 Overall, how would you describe your experience?

 

85.1

77.5

80.6

83.9

 

 

 

 

 

 

 

 

 

 

  

 

 

  

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

  

 

 

 

 

 

 

 

 

 

 

 

 

.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Caution: Where numbers are not split equally between comparison groups, results may appear skewed.

 

NB Benchmarks are averages, and as such should be treated with caution and in context.

 

 

 

 

Benchmarks

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Under 45

Over 45

Your practice overall

GPAQ-R National benchmark

 

 

 

 

 

 

 

 

 

 

Number of Questionnaires

 

 

 

44

63

110

17,145

GP

 

 

 

 

 

 

 

 

 

Q1 Putting you at ease?

 

 

 

 

90.3

96.7

93.5

92.8

Q2 Being polite and considerate?

 

 

 

90.9

97.5

94.4

94.6

Q3 Listening to you?

 

 

 

 

91.5

95.1

93.0

93.7

Q4 Giving you enough time?

 

 

 

 

90.1

94.2

91.9

91.5

Q5 Assessing your medical condition?

 

 

 

89.3

92.6

90.5

91.5

Q6 Explaining your condition and treatment?

 

 

 

85.7

93.9

89.8

91.1

Q7 Involving you in decisions about your care?

 

 

85.9

92.9

89.4

90.5

Q8  Providing or arranging treatment for you?

 

 

91.9

94.6

93.3

92.0

 

 

 

 

 

 

 

 

 

 

Q9 Confidence that the GP is honest and trustworthy?

 

 

95.2

98.4

96.7

95.7

Q10 Confidence that the dr will keep your information confidential?

97.7

99.2

98.6

97.0

Q11 Would you be completely happy to see this GP again?

 

100.0

100.0

99.1

98.8

Nurse

 

 

 

 

 

 

 

 

 

Q30 Putting you at ease?

 

 

 

 

84.7

94.0

90.3

90.3

Q31 Giving you enough time?

 

 

 

86.1

91.2

89.2

89.2

Q32 Listening to you?

 

 

 

 

84.0

92.5

89.0

89.6

Q33 Explaining your condition and treatment?

 

 

85.0

92.8

89.7

88.8

Q34 Involving you in decisions about your care?

 

 

84.1

88.8

86.9

87.6

Q35 Providing or arranging treatment for you?

 

 

86.4

91.0

89.1

88.9

 

 

 

 

 

 

 

 

 

 

Q36 Would you be completely happy to see this Nurse again?

 

94.3

100.0

97.8

97.1

Practice

 

 

 

 

 

 

 

 

 

Q12 How helpful do you find the receptionists at your practice?

 

83.4

91.4

88.2

89.1

Q13 How easy is it to get through to the practice on the phone?

 

56.2

59.2

58.0

68.8

Q14 How easy is it to speak to a doctor or nurse on the phone?

 

67.1

71.5

69.7

69.9

Q17 How easy to book ahead?

 

 

 

54.0

64.5

60.3

70.9

Q21 How do you rate how quickly you were seen (partic dr)

 

63.6

72.0

68.7

70.7

Q23 How do you rate how quickly you were seen (any dr)

 

68.2

74.3

71.6

75.0

Q25 How do you rate how long you waited

 

 

 

60.0

64.5

62.7

67.8

Q37 Understand your health problems

 

 

 

80.2

95.1

88.9

92.8

Q38 Cope with your health problems

 

 

 

80.5

94.2

88.6

91.7

Q39 Keep yourself healthy

 

 

 

 

73.0

86.8

81.4

88.7

Q40 Overall, how would you describe your experience?

 

74.5

84.8

80.6

83.9

 

 

 

 

 

 

 

 

 

 

  

 

 

  

 

 

 

 

 

 

 

 

 

 

 

 

  

 

 

  

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Caution: Where numbers are not split equally between comparison groups, results may appear skewed.

 

NB Benchmarks are averages, and as such should be treated with caution and in context.

 

 

 

 As you will see we are pleased that the results confirm that you continue to hold all of our GP’s and nurses in high regard with most scores very much in line with benchmark. 

(Benchmark figures in brackets)

 You have told us that you find our receptionist helpful 88.2% (89.1%)

The ease to speak to a doctor or nurse on the phone 69.7 (69.9%)

How quickly you are seen by a particular doctor 68.7% (70.7%)

How quickly you are seen by any doctor 71.6% (75%)

Your overall experience at the practice 80.6 (83.9%)

These benchmark comparisons, more or less puts us in line with GPAQ findings accepting of course that there is always room for improvement. Ours systems are always under close scrutiny and review and we invariably take advantage of computer enhancements as and when they are introduced for example appointments can now be made on line by the patient.

However, we have been left in no doubt that the following areas require improvement as a matter of urgency as the survey does reveal an absolute need to find the route cause and to redress the below average figures as follows:

 Ease to get through on the phone 58% (68.8%)

Ease to book ahead 60.3% (70.9%

How long you have waited 62.7% (67.8%)

 ACTION PLAN

 TELEPHONES

 Last year we informed everyone that a new telephone system was to be introduced, we are pleased to advise that this is now operational.  We now have more incoming lines available to us, however, this survey tells us that we need to do more.  What we are proposing is to  measure activity at peak periods so that we plan to have  increased numbers of staff available to answer more efficiently all incoming calls particularly those received between 8.30am and 9.30am.  This exercise will commence with immediate effect and we will present the data to the partners.  After reviewing the data, we will then be in a position to consider the adoption of a revised system to meet the needs of our patients.  The group will be kept informed of developments.  We will also be informing our patients more clearly that they should try and avoid phoning during peak hours for routine matters, eg getting results or booking of routine appointments.

As stated, the new telephone system has more lines and instead of patients getting an engaged tone as they did before and having to redial, they are placed in a queue.  The phone continues to ring while they are in the queue.  We recognise that patients may not realise that they are in a queue and may think that staff are not picking up the phone and letting it ring for a long time.  We have approached the company to see if we can have a message added to explain this and we hope to be able to get this added once some technical issues are addressed.

 EASE TO BOOK AHEAD

 We have had a number of developments in the practice last year.  Of note the practice welcomed Dr Katherine Anthony as a partner.  Dr Anthony joined us as a GP trainer and after 6 months of settling in she was able to take a Registrar in August 2014.  From August until February we had two Registrars training with the practice.  Booking  appointments on line was also introduced and many patients are finding this a helpful way to pre-book appointments.

Patients will be aware that we also have two Nurse Practitioners who undertake minor illness and chronic disease management appointments and they are an integral part of the team. We participate in the extended hours scheme and we have appointments provided during Wednesday evenings to assist those  who would normally find it difficult in getting time off work.. We monitor our patients usage of out of hours GP services, “Walk in” services and A and E attendances through the Urgent Care Dashboard. Our patients’ use of these services has been well below the CCG average for several years and we continue to provide a high level of access for our patients for urgent and routine needs.

 As a result of this survey we will review the number of pre booked appointments available for GPs, Nurse Practitioners and Nurses. We will repeat a demand/capacity exercise and the results will help inform any revision of the appointment system. We will advise the patient participation group of any changes made.

 WAITING ROOM TIMES

Patients will be aware that consulting times are 10 minutes, an agreed optimum time allocated and deemed to be adequate, providing a nationally agreed and developed system to work to for the clinician to listen, examine, prescribe and write up notes. Many of our patients are increasingly suffering with multiple chronic diseases and complex conditions and present in consultations with multiple problems which need addressing. Patients who have mental health conditions may also require additional time to address their concerns. Urgent problems may also arise during the surgery where admissions need to be arranged or sick patients need to be attended to. To address this, the clinicians have organised breaks during the day in order to catch up, however you are telling us that you remain dissatisfied.  Our statistics reveal that 58% (61%) are seen within 10 minutes and 29% (22%) are seen within 20 minutes, please rest assured that we will endeavour to improve upon these statistics over coming months.  This matter will be the subject of discussion at the next partners meeting and a review of the appointment system will be conducted.

 This action plan will be discussed at the regular staff and partners meetings as we are aware that this is an important issue for patients.

Mr Les Boyd and Mrs Marlene Bayles, Practice Managers welcome your written feedback as soon as possible.  We will also be available to discuss matters in more detail surrounding the survey or indeed listen to any ideas to help us with the action planning processes.  The action plans will be agreed by the Partners within the next 3 months. We would like to thank the Patient Participation Group for reading though this presentation and for your comments. 

 Electronic Transfer of Prescriptions Service

 - On 5th March 2015 the practice will be going live with this service.  If you wish to use this service you must have a nominated Pharmacy.  You can do this by visiting your pharmacy of choice and letting them know, or at the surgery.  If you have already registered then from 5th March 2015 your prescription, if suitable for the service, will go electronically directly to your nominated Pharmacy.

FUTURE LEARN - on line courses: 

 A very helpful course on avoiding FALLS can be accessed via Future Learn where you can explore why people fall, discover practical methods of reducing the risk of falling and recognise when to seek help.

Our Practice Participation Group Lead completed the FALLS course in November and has given the following feedback:

 I completed the Falls Course through the link FutureLearn.com passed to me by Dr Johnson. It was a comprehensive course highlighting the reasons for falling, especially in the home and would have been useful for both young and old. Some appeared obvious but easily overlooked. There were very useful tips on preventing falls in the home, plus what others should do to assist someone who has fallen. In addition what action to take if you have fallen and are alone. They gave medical causes for falls too. It did emphasise that falls are not necessarily age related. It was a four week course requiring one hour per week. This can be done at any time and any day that suited. There was no academic test at the end so no pressure and it was free. FurtureLearn.com has a very extensive range of courses available. I have completed a few and started another this week, all have a very different subject matter, but are excellent.

CARE DATA:

A modern information system has been developed, which will make increased use of information from medical records with the intention of improving health services. The system is being delivered by the Health and Social Care Information Centre (HSCIC) and NHS England on behalf of the NHS.

It is important that the NHS can use this information to get a complete picture of what is happening across health and social care and to plan services according to what works best. The new system will provide joined-up information about the care received from all of the different parts of the health service, including hospitals and GP practices.

Do I have a Choice?    Yes - you have a right to prevent confidential information about you from being shared or used for any purpose other than providing your care, except in special circumstances.    If you do not want information that identifies you to be shared outside your GP practice, ask your practice to make a note of this in your medical record.

Further information can be found by visiting www.nhs.uk/caredata.

 

 

nhs 111

 

NHS - 111 Service

What to do when the GP practice is closed:

-   If you need medical help fast but it’s not an emergency call 111

-   If it’s a life-threatening emergency call 999

 NHS 111 is the number to call when you need medical help fast but it’s not a life-threatening emergency.

 -   Calls to 111 are FREE from landlines and mobiles

-   NHS 111 is available 24/7, every day of the year

 When to call 111

You should call 111 when:

  • you think you need to go to A&E or to another NHS urgent care service
  • your GP surgery is closed and you need healthcare advice
  • you don’t know who to call for medical help.

 When to call 999

Call 999 for life threatening emergencies such as:

  • Major accident or trauma

Saturday / Sunday – All day

More information can be obtained from the Practice Manager

Opening hours:

Monday to Friday:
08.00 to 18.00 Emergencies only before 08.30

Evening Opening:
One evening a week doctor appointments

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