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Longton Health Centre
Patient Engagement Day
Contact details:LongtonHealthCentreLiverpoolRoadLongtonPrestonPR45HA
Date and time of visits: 8thJune,2016-8.00am-1pm14thJune,2016-1pm–6.30pm
Healthwatch Lancashire representatives:AyshaDesai(LeadProjectOfficer)AmandaHiggins(ProjectOfficer)IlyasPatel(ProjectOfficer)LindaBrown(SeniorProjectOfficer)LindaBroomhead(Volunteer)SheenaThompson(Volunteer)
V1.3
Healthwatch Lancashire Patient Engagement Day Report
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Introduction
HealthwatchLancashireiscommittedtolisteningtopatientsandmembersofthepublicinLancashireandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.
OnWednesday8thandTuesday14thJune,2016,fourprojectofficersandtwovolunteersfromHealthwatchLancashiregatheredsurveyresponsesfrompatientsatLongtonHealthCentre,toobtaintheviewsofpeopleusingtheserviceandtoobservetheenvironment.
Thisreportsummarisesreviewsfrom84patients.
DISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimesofthevisits,andisonlyrepresentativeoftheviewsofthepatientswhometmembersofthePatientEngagementDayteamonthosedates.
Healthwatch Lancashire Patient Engagement Day Report
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General Information LongtonHealthCentreisaprivatelyownedGPsurgerywith10,925registeredpatients.Itiscurrentlyacceptingnewpatients.Thesurgeryopeningtimesareusuallybetween8.00amand6.30pm,withextendedopeningtimesonMondaysupto8.00pm.Thereareonlinefacilitiesincludingbookingappointments,orderingrepeatprescriptionsandviewingtestresults.ThePracticeManagerisWendyMcNeice.
Methodology ThesevisitswerearrangedaspartofHealthwatchLancashire’sPatientEngagementDayschedule.FromSeptember2015toMay2016thesewereundertakeninhospitalsettingsandrevealedthevalueofspeakingwiththepublicwithinthehealthsettingbeingdiscussed.ThisenabledthepublictoinfluencehospitalservicesthroughHealthwatchLancashirediscussingthefindingswithhospitaltrusts,andrequestingresponsesandactionplanswherenecessary.AssuchanewphaseofPatientEngagementDaysbeganinJune2016,focusingonpatients’experiencesofGPsurgeries.
ThefocusofthisphaseofPatientEngagementDaysistogatherpatients’viewsontheaccessibilityoftheirGPsurgery,thequalityofcareprovidedandtheawarenessofpatientinvolvementviaPatientParticipationGroups.Theteamofprojectofficersandvolunteersspeakwithpatientsinthewaitingroomandrecordtheirfeedback.Theteamalsocollatesobservationsofwhatisseenonthevisits.
Theteamcompileareportreflectingtheseobservationsandthefeedbackgained.Thereportissenttothemanagerofthefacilityforvalidationofthefacts.AnyresponsefromthemanagerisincludedwiththefinalversionofthereportwhichispublishedontheHealthwatchLancashirewebsiteat:healthwatchlancashire.co.uk/reports
Thisreportreflectstheviewsof84peoplethatwespokewithatthesurgery,however,notallsurveyswerecompletedinfull.Thisisoftenduetopatientsbeingcalledintotheirappointmentsduringthequestionnaire.Assuch,thetotalnumberofpeoplethatansweredeachquestionwillbedetailedinbracketsundertheresultsofeachquestion.
Acknowledgements HealthwatchLancashirewouldliketothankthepatientsfortakingpartinthesurvey.WewouldalsoliketothankthePracticeManager,WendyMcNeice,togetherwiththestaffatthesurgery,formakingusfeelsowelcomeduringthevisits.
Healthwatch Lancashire Patient Engagement Day Report
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Patient Engagement Day Observations
LocationThefacilityislocatedinLongton,whichisapproximatelyfivemilesfromPrestonCityCentreandisaccessiblebybus.Thereisaprivatepharmacylocatedinthevillage.
ExternalEnvironmentThehealthcentrehasacarparkwithdesignateddisabledparkingspaces.Thecarparkwasbusyatthetimesofourvisits.
InternalEnvironment-FirstImpressionsLongtonHealthCentreisasinglestoreybuilding.Thereisdisabledaccesstothesurgerywithautomaticdoorsattheentrance.Onthedaysofthevisits,thesurgerywasbusybutappearedorganisedandclean.Theseatinginthesurgeryappearedcomfortableandwedidnotseeanypatientsstrugglingtofindaseat.
ReceptionTherewerethreereceptionistsondutyduringbothvisitstothesurgery.Interactionsbetweenreceptionstaffandpatientsappearedprofessionalandfriendlyatalltimes.Thereappearedtobealackofprivacywhenpatientsspokewithreceptionists.
PatientInvolvementTherewereseveralinformativeandwell-presentednoticeboardsinthewaitingarea.OnenoticeboardthatwasondisplayattheentrancetothesurgeryprovideddetailsofthenextPatientParticipationGroupmeeting.Inthereceptionarea,copiesofthefirstPatientParticipationGroupnewsletterwereavailable.
Healthwatch Lancashire Patient Engagement Day Report
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T h e P a t i e n t E n g a g e m e n t D a y s a t L o n g t o n H e a l t h C e n t r e t o o k p l a c e o n t h e 8 t h a n d 1 4 t h J u n e , 2 0 1 6 . 8 4 p e o p l e s h a r e d t h e i r v i e w s
Results - Access and Booking Appointments
1. We asked: ‘How did you make your appointment for today?’
Telephone Online At reception Repeat appointment
57 % 0 % 18 % 25 %
(Outof76people)
Ofthepatientswhodidnotanswerthisquestion,thiswaseitherbecausetheyhadreceivedaletterfortheirappointment,theirappointmentwaspre-booked,ortheywereattendingthebabyclinicwhichdidnotrequireanappointmenttobebooked.
2. We asked: ‘Do you use online booking?’
9 % said Yes 91 % said No
(Outof81people)
3. We asked those that answered No to Q2: ‘why is this?’
Don’t use a computer
Don’t want to Unaware of it Don’t have log in details yet
14% 53 % 18 % 15 %
(Outof66people)
Mostpatientsdidnotuseonlinebookingtomakeappointmentsbecausetheydidnotwantto.Somewereunawareoftheservice,whilstotherspreferredtousethetelephoneorvisitthesurgerytomakeanappointment:
“Iprefertousethetelephonethanbookonline.”“Theonlinesystemisdifficulttouseasyoucan’tmakemultipleappointments.ForroutineappointmentsthatIneedtobookeveryfourweeks,Ican’tbookthesemorethanacoupleofweeksinadvance.”“IliveverylocalsoImakemyappointmentsbycomingtothesurgery.”
4. We asked: ‘Did you get a reminder for your appointment today? ’
48 % said Yes 52 % said No
(Outof73people)
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5. We asked: ‘Overall, how would you rate your experience of booking your appointment fortoday? ’
20 % said Poor 17 % said Could Be Improved 63 % said Excellent
(Outof71people)
Almosttwothirdsofpatientsfoundtheexperienceofbookingappointmentsexcellent,although37%feltitwaspoororcouldbeimproved.
“Ilikethenewappointmentsystem.Itisbetterthantheoldsystemwhenyouhadtowaittwotothreeweeksforanappointment.Throughthetriagesystem,thedoctorsphoneyoubackandasksyoutocomeinifneeded.Theonlyissuewiththisisyouhavetowaitathomeforthecallback,whichisusuallyintheafternoon.”“Myappointmentwasmadeformebythesurgery.Ireceivedaletter.”“ThesystemwentdownbutsomeonephonedmebacklaterandIwasgivenanurgentappointmentfortoday.”“Iwalkedintoreceptionandjustgotanappointmentassomeonehadcancelledtheirappointment.”
6. We asked: ‘Do you find it difficult to get same day/urgent appointments?
62 % said Yes 23% said No 15% were Not Applicable
(Outof81people)
Overhalfofthepatientssurveyedsaidtheystruggletobooksamedayorurgentappointmentsatthesurgery:
“Youcan’tgeturgent/samedayappointmentsunlessitisanemergency.Youstillhavetowaitforacallbacktoarrange.”“Isometimesfinditdifficulttogeturgent/samedayappointments.”Ifinditdifficulttogeturgent/samedayappointmentsbecauseIwork.”“Irangeighttimestogetsomeonetoanswerthetelephoneforanurgentappointment.”“IfinditdifficulttoseeadoctorwhenIneedto.”
Severalpatientsfeltthatthesurgery’snewappointmentbookingsystemwasproblematic,withsomepatientsstrugglingtogetthroughtoreceptiononthetelephone:
“Withthenewsystem,Icannolongergetthroughonthetelephone.”“Itishardworkgettingthroughonthetelephoneandgettingappointments.”“Thenewappointmentsystemismoredifficult.Iwasringingalldayyesterdaybutcouldnotgetthrough.”“Atthemomentitisdifficultduetonotbeingabletogetthrough.IttakesagestogetthroughandthenIhavetowaitforadoctortoringmebacktoseeiftheywillseeme.”
Healthwatch Lancashire Patient Engagement Day Report
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Somewereunhappythattheycouldnolongerseethedoctoroftheirchoice:
“Iamnothappywiththenewbookingsystemasyoucannotseethedoctoryouwanttosee.”“Can’tseethesameGP.Thereisnochoicegiven.”“Appointmentmadetoday.Idon’tlikethenewtelephonesystemasyoucan’tchoosewhichdoctoryouwanttosee.”
Somewereunhappythattheyhadtodiscusstheirhealthtothereceptionists:
“Thenewbookingsystemisnotgood.Youhavetogiveyoursymptomstothereceptionistfirst.”“I’mnothappywithgivinganexplanationatreceptionastowhyIneedtoseetheGP.”
7. We asked: ‘Do you find it difficult to get routine appointments?’
30% said Yes 47% said No 23% were Not Applicable
(Outof81people)
Patientstendedtofinditeasiertomakeroutineappointmentsthansamedayorurgentappointments,howeversomepatientsstruggledtobookroutineappointments:
“IhavenothadtroublewithroutineappointmentsinthepastbutIdon’tknowhowthenewsystemwillworkasIcannotmakeappointmentsinadvanceandIneedrepeatappointmentsonceeverythreemonths.”“ImakemyappointmentswiththedoctorasIhavehaddifficultiesgettingappointmentswiththenurseduetoashortageofnurses.”“Ihavetowaittwotothreeweeksforaroutineappointment.”“IhadtoringthepracticemanagerasIwastryingforalongtimetogetareferralforalongstandingproblem.”
8. We asked: ‘Do you have any difficulties getting to the surgery? E.g. transport, walking distance, parking’
3% said Yes 97% said No
(Outof78people)
Healthwatch Lancashire Patient Engagement Day Report
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9. We asked: ‘Are the opening times here convenient for you?’
97% said Yes 3% said No
(Outof78people)
Themajorityofpatientsfeltthattheopeningtimeswereconvenientwithonepatientsayingtheywerehappywiththeweekendopeninghours.However,onepatientfeltthattheyshouldbelonger:
“Theopeningtimescouldbeimproved.”“IamhappythatthesurgeryisalsoopenonaSaturdaymorning.”
Results – Quality of Care
10. We asked: ‘How do you find the staff?’
84% said Caring 0% were Unhappy with Staff 16% were Unhappy with Some Staff
(Outof76people)
Themajorityofpatientsfoundthestaffcaring,althoughaminorityofpatientswereunhappywithsomeofthestaffatthesurgery:
“IfindthereceptionistscaringandcompassionatebutonlysometimeswiththeGP.”ItendtofindthereceptionistscaringandcompassionatebutnottheGP.”“IfindtheGPscaringandcompassionatebutonlyfindthereceptionistscaringsometimes.”“Certainstaffareabrupt.”“Someofthestaffarelovely,othersleavealottobedesired.Thenursesareokay.”“Doctorsandnursesarecaringandcompassionate.Thereceptionistscanbedistant.”
Healthwatch Lancashire Patient Engagement Day Report
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11. We asked: ‘Do you tend to feel listened to during your appointments?’
88% said Yes 0% said No 12% said Sometimes
(Outof73people)
Mostpatientstendedtofeellistenedtointheirappointments,althoughsomefeltthatthisdependedonthedoctortheyhadanappointmentwith:
“Isometimesfeellistenedtoduringappointments.Theproblemisthatyoucan’talwaysseethesamedoctor,sothereisnocontinuity.Thedoctorsdonotalwaysknowtheirpatients.”“IfeellistenedtosometimesbutthisdependsontheGPIsee.”
12. We asked: ‘Do you tend to find the information you receive in your appointments helpful?’
90% said Yes 3% said No 7% said Sometimes
(Outof70people)
Mostpatientstendedtofindtheinformationreceivedinappointmentshelpful,althoughsomefeltthatthisdependedonthedoctortheyhadanappointmentwith:
“TheinformationreceivedinmyappointmentsissometimeshelpfulbutthisdependsonwhichGPIsee.”
13. We asked: ‘Overall, how satisfied are you with the care provided?’
4% said Unsatisfied 45% said Satisfied 51% said Very Satisfied
(Outof73people)
Themajorityofpatientswereeithersatisfiedorverysatisfiedwiththecareprovided:
“Formykids,Iamsatisfiedwiththecareprovided.Formyself,Iamunsatisfied.”“It’sareallynicesurgeryandthedoctorsarelovely.It’sjustthebookingsystemthatistheproblem.”“GP’sarelovely.It’sexcellent.”“Ihavetosaythatifit’sforachild,theGPusuallyphonesmebackanddiscussesthesymptomsoverthetelephone.Theywillthenadvisemewhetherornottobringmychildin.”
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Results – Patient Involvement
14. We asked: ‘Have you heard of the surgery’s Patient Participation Group?’
30% said Yes 70% said No
(Outof71people)
15. We asked those that answered No to Q14: ‘Is this something you would be interested in?
6% said Yes 61% said No 32% said Maybe 1% were already a member
(Outof71people)
MostpatientshadnotheardoftheirPatientParticipationGroupandmostwereuninterestedinjoining:
“IhaveheardofthePatientParticipationGroupbutdon'treallyknowaboutitwell.”“IamamemberofthePPG.IaccessinformationbyemailandhavetheopportunitytocontributebutIdon’tattendmeetings.”“Ididn’tknowtherewasaPPG.”“Iwouldconsiderjoiningifitwasonline.”
Healthwatch Lancashire Summary of Findings
HereisasummaryoffindingsfromthevisitstoLongtonHealthCentre:
• Mostpatientsbookedtheirappointmentsoverthetelephoneandmostdidnotuseonlinebooking.Ofthosethatdidnotuseonlinebooking,themainreasonsgivenwerethattheydidnotwanttoorwereunawareofit.
• 97%ofpatientssaidthattheydidnothaveanydifficultiesgettingtothesurgery.• 63%ofpatientsfoundtheappointmentbookingsystemexcellent,although37%feltitwaspooror
couldbeimproved.• 62%ofpatientssaidthattheyfounditdifficulttobooksamedayorurgentappointments.Themain
issuesraisedwerethatthenewappointmentbookingsystemmadeithardertobookurgent/samedayappointments,concernsaboutnotbeingabletoseetheGPofchoice,andhavingtoexplaintheirsymptomstoreceptionists.
• Mostpatientsfoundthestaffcaring,feltlistenedtoduringtheirappointmentsandfoundtheinformationtheyreceivedintheirappointmentshelpful.
• Themajorityofpatientsfoundtheopeningtimesconvenient.• 96%ofpatientssaidtheywereeithersatisfiedorverysatisfiedwiththecarereceived.• MostpatientshadnotheardoftheirPatientParticipationGroupandmostwereuninterestedin
joining
Response from provider
No. Issuesraisedbypatients
Responseoractionfromprovider
Tobeaddressedby
Nameofmanagerresponsible
1. Lackofprivacyatfrontdesk
Thereisasignupalreadysayingifyouwanttotalkprivatelytothereceptionistpleaseask,therearealsoinresponsetopatientfeedbackprivacyslipsforpatientstowriteonatthefrontdesk
Inplace WendyMcNeice
2. Newappointmentsystemissues
AllnowaddressedinaQ+Asheet.Thisisavailablein-houseandonthewebsite.Feedbackformsthatarelocatedonfrontdeskcontinuetobepositive
Inplace WendyMcNeice
3. Urgentappointments–can’tgetoneoronthedayappointments
Thisisnotthecase-ThetelephonetriageisinplacebytheGP.IftheGPandthepatientidentifyaneedforthesamedayappointmentfacetoface,thiswillbegiven.Asystemisinplaceatthesurgerytoseeurgentonthedaypatients
Inplace WendyMcNeice
4. ContinuityofCare
IftheGPseeingthepatientwishestoseethepatientagain,theywillinformreceptionthatthisisthecaseandthepatientwillbebookedintothatGP
Inplace WendyMcNeice
5. NotawareofPPG
Detailsonwebsite/newsletteravailable/informationonboardoutside,andwillbeonin-houseTVmonitor
InplaceexceptforTV.TVinusebyendAugust2016
WendyMcNeice
6. Alloftheabove DiscusstheissuesraisedabovewiththePPG
September2016
WendyMcNeice
Healthwatch Lancashire Patient Engagement Day Report
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Additionalquestions:
1. Haveyoulearntanythingnewabouttheexperiencesofthepatientsatyoursurgeryasaresultofthisexercise?
Yes,thatpatientsarenotreallyconcernedabouthavingaPPGandaswehaveahighover65demographic,quitealotarenotinterestedinseeingtheirhealthrecordonPatientAccess.ItwouldhavebeeninterestingtogetanagebreakdownonthePPGquestionsasitisanNHSplantobecomemoredigitised,butcurrentlyitistheyoungergenerationwhoseethisasanadvantage.TheelderlywouldlikemorefacetofaceconsultationsandbeabletoidentifytheirownneedseeingwhichGPtheywantwhentheywant.
2. WhatwasyourimpressionofHealthwatchLancashireduringthisexercise?Doyouthinktheycouldhavedoneanythingbetter?
No-theywerefriendly,approachable,ontimeandeasytoidentify.
www.healthwatchlancashire.co.ukinfo@healthwatchlancashire.co.ukTwitter:@HW_LancashireFacebook:facebook.com/lancshealthwatch