MEDICAL CENTRE, LOUGHBOROUGH UNIVERSITY · 2018. 3. 7. · • Increase awareness of on-line appointment booking via posters, appointment slips & via receptionists when making telephone

MEDICAL CENTRE, LOUGHBOROUGH

UNIVERSITY

OCTOBER 2012-SEPTEMBER 2013

DR VAGHELA, DR GILL & DR BHOJANI

SET13-P17 10 December 2013

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CONTENTS

Introduction ……….……………………………………………………….3

Developments…………………………………………………………….3

Patient Survey ……………………..………………………………………4

Practice Challenges……………….. ……………………………………6

Appendix 1 – Guide to local NHS Services

Appendix 2 – Patient Survey Questionnaire


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INTRODUCTION The 2012 – 2013 academic year was another busy year for the practice. Despite the increased workload, the practice has continued to improve the services provided at the Medical Centre.

1. DEVELOPMENTS DURING 2012 - 2013

(i) New Patient Texting Service

To try and reduce the number of appointment DNAs (did not attend) the practice now has a new texting service with increased functionality. Appointments reminders can be sent ‘on the day’ and patients can cancel their appointment by just texting back ‘CANCEL’. ‘Now’ messages can also be sent which is very helpful when a patient needs to be contacted urgently for example, an abnormal blood test result. Students appear to respond quicker to texts message and we have noted a reduction in our high DNA rate.

(ii) Easier Access to online booking

One of the criticisms of our online booking system was that the initial registration process was too long and it required patients to attend the practice first to obtain a passcode. This system has now improved and patients are able to register without the need to have a passcode in advance. This has resulted in far more patient accessing our on-line appointment and repeat prescription service. . (iii) Electronic Referrals for x-ray and Ultrasound

We now have the facility to send xray and ultrasound requests electronically. This enables patients to book an appointment with the relevant department quicker as the request is on the system immediately. (iv) Continuation of Sexual Health Service

The practice managed to secure funding to continue to provide a sexual health service. To ensure that appointments can be booked discreetly patients now have the option to book these online.

(v) Leaflet to direct students to the appropriate service

To help students attend the most appropriate NHS service for their particular ailment, we have devised a leaflet entitled ‘Guide to local NHS services’. This leaflet is on our website and has been circulated to Student Services and Hall Wardens. Please see appendix 1 for further details.


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(vi) Bounce Back Scheme from Urgent Care Centre

Since the opening of the Urgent Care Centre (UCC) in Loughborough, the practice has a system in place for accepting patients from the UCC who would be more appropriately treated by their GP. Unfortunately as the UCC was formerly a Walk in Centre some students are still attending the centre inappropriately.

(vii) ‘On the day’ GP appointments

In our survey patients expressed a preference to have more appointment available ‘on the day’ Therefore to accommodate this, the booking system was changed so that 30% of appointments open on the day and the remaining 70% are pre-bookable. To try and ensure that GP appointments run to time as much as possible the GPs also added ‘catch up slots’ to their appointment sessions.

2. PATIENT SURVEY To obtain the wider views of our registered patients, it was agreed to undertake a patient survey again this year.

Survey Priorities

In order to help establish the survey priority areas the previous year’s survey questions, survey results and action plan were reviewed at the Patient Represenation Group (PRG) meeting on 29th November 2012. The top line analysis from the 2011 / 2012 patient surveys and the Clinical Commissioning Group (CCG) priorities were also taken into consideration in drafting the survey questions. The draft survey questions were emailed to all PRG members and a further PRG meeting was arranged for 17th January to finalise the survey questions. Following this meeting, a final draft survey was then circulated to all members for approval. Please see Appendix 2 for Survey questions. How was the survey undertaken?

The survey was undertaken from 30th January – 25th February 2013. Patients had the option of completing a paper based survey or completing an online survey via the practice’s website. The paper based survey was not only available at the practice but was also distributed at the Students Union “Well Fayre”. This allowed us to target patients who may not attend the practice very often. The online survey was created by one of the PRG members using ‘Bristol Online surveys’. In total 330 surveys were completed – 324 paper based surveys and 6 on-line surveys. All paper based surveys were input on-line in order to allow ease of analysis of survey results. Survey Results and Action Plan

The survey results were emailed to all the PRG members for consideration and a meeting date was arranged for 28th February to discuss the results of the survey and develop an action plan to address issues raised. The areas for development were mutually agreed between the practice and PRG members and the agreed actions were as follows:


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Areas for Development Action Agreed

On-line appointment booking services (question 2)

From the results of Question 2, very few patients normally book appointments using the on-line facility.

Comments received

“different system for signing up to online appointment booking i.e. without sign-up but with specific information (name & DOB)

“ telephones are often busy – need to publicise further a note to alternative methods to alleviate the first point of contact bottleneck – online booking etc”

• Make it easier to book on-line - enable registration with personal details

• Increase awareness of on-line appointment booking via posters, appointment slips & via receptionists when making telephone appointment bookings

Seeing a doctor within 2 working days if required (question 4)

30% of respondents were not able to see a Doctor within 2 working days when required and the main reason given was there was - no appointments available.

Comments received

“having doctors appointments available in a shorter time – closer to when you book”

“having sooner time / booking slots available”

• Increase the number of ‘on the day’ appointment bookings as follows

o 70% pre-bookable

o 30% book on the day

• Revamp appointment system so that patients are more aware of when to book a doctor or nurse appointment.

Allocated time slots for services (question 7)

70% of respondents were unaware of the time slot for speaking to a nurse on the phone

83% of respondents were unaware of the time slots for obtaining test results by phone.

• Increase awareness of allocated time slots via posters, website and test slips

• Once facility becomes available make test results available via on-line services

Waiting to be seen for GP appointment (question 11)

• Continue with ‘catch up slots’ for all GPs

• Undertake an audit to look at waiting times and reasons for delays

Extended appointment times (question 17)

The survey highlighted the fact that only 48% of respondents were aware of the extended GP and nurse appointment

• Increase awareness by publicising on website, put


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Areas for Development Action Agreed

times

Comments received

“I find it hard to understand the logistics of having 8 o clock appointments but the medical centre not opening until 8.00am on the dot!”

posters in waiting area, leaflets at reception

• For extended appointment times the medical centre will open from 07.50.

Contacting the Out of Hours Service (question 18)

75% of respondents did not know how to contact the out of hours service

• Increase awareness by publicising on website, put posters in waiting area, leaflets at reception

• Publicise information re new NHS 111 service (due to start in Leicestershire in June 2013)

Waiting time for walk in service

“waiting time for walk in service, can take up to 1 hour when not busy”

“reduced waiting time for drop in”

• Increasing the number of on the day appointments should reduce numbers attending walk in clinic.

• Undertake an audit to look at waiting times and reasons for significant delays.

Walk in Service cubicles

“Nurse appointments- as it is an open area, it’ll be helpful if nurses talk with patients in low voices to keep the confidentiality of patients”

• Keep main door of treatment room closed during consultation times.

• Apply for funding from the CCG for extra clinical space.

3. PRACTICE CHALLENGES Lack of adequate space remains an issue for the Medical centre and it is hampering us from providing the full range of services expected and needed by patients. Specifically the issues are

• Reduction in space allocation: year on year the practice population has grown but the space allocation has not increased. As well as the growth in population the number of services general practice is required to accommodate (for example midwifery and


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therapy services) has also expanded thus increasing the pressure for room space. Currently the practice population is 15,200 but the allocated space is actually less than when the practice had 6000 patients. Prior to 2006 the mental health unit space was formerly a sick bay which was allocated to and managed by the Medical centre.

• Services dictated by room availability: Services provided are dictated by room availability rather than being based on patient need or demand.

• Inability to provide all essential services: the practice is unable to provide all the essential services required with our current room allocation. For example we are unable to offer

o Breast feeding facilities

o A room for a patient to have a private discussion with a reception team member

o An isolation room in case of a patient presenting with an infectious illness.

o A room to treat significant trauma that needs immediate attention or a room to manage an agitated psychiatric patient.

• Inability to expand the range of services: the range of services offered at the practice cannot be expanded any further due to lack of space. For example having additional GP sessions is not possible due to insufficient consulting rooms.

• Non Compliance with CQC standards for practice premises: The practice has had to declare non- compliance on the premises standards on our CQC application. Due to insufficient space two nurses are providing consultations in individual cubicles from one room (i.e. the treatment room) and this significantly compromises patient confidentiality.

As the Mental Health team are vacating their space in the Medical Centre, this seems an ideal opportunity to re-allocate this space back to the practice. We have looked into applying for recurrent funding to rent this space but unfortunately NHS England is reviewing the primary care premises strategy and will not be in a position to accept any applications until at least May next year. Due to the current difficulties outlined above, it would be very beneficial to patients if the University could consider allocating the mental health team space rent free until the practice is able to secure recurrent NHS funding for rent.


If you require dental treatment, you will need to see a den�st and not your GP. You can find

a den�st by going to www.nhs.uk

Loughborough University has a dental prac�ce on campus:

Students Union Building, Ashby Road, Loughborough, LE11 3TU. T: 01509 261602

The Stop Smoking service is a free, confiden�al NHS service which will provide you with the

very best chance of qui3ng smoking and staying a non-smoker. They can also help get you

Nico�ne Replacement Therapy on prescrip�on to cut the cost of stopping smoking. Call 0845 045 2828 for a venue near you or visit www.smokefree.nhs.uk for more info.

The University Medical Centre provides specialised clinics for contracep�on and sexual

health. Call 01509 222061 or visit www.lborounimedicalcentre.co.uk. Alterna�ve services , as follows, are also available at Loughborough Hospital, Hospital Way,

LE11 5JY:

Sexual Health Clinic T: 01509 568888

Contracep�on Services T: 01509 564495

Stop Smoking Service

Dental Care

Sexual Health & Contraception

University Mental Health Services

Expert Advice From Your Local Pharmacy

Pharmacists are trained professionals and are a vital part of the NHS, providing support to

pa�ents who wish to care for themselves. They can answer your ques�ons about choosing

and using the right medicine and provide easy to understand advice on trea�ng everyday

ailments such as coughs, colds and sore throats. There is a pharmacy on campus and numerous pharmacies in and around Loughborough.

Find pharmacy details by searching at www.nhs.uk

Loughborough University provides addi�onal services to students to support and promote

mental health well-being:

♦ The Mental Health Support Team support students with mental health issues by

providing prac�cal support and strategies to enable students to overcome any ob-

stacles that may be affec�ng their ability to study.

♦ The Counselling Service provides support for personal, social or emo�onal concerns

whether or not it is affec�ng a student’s work or studies. For more informa�on , please visit: www.lboro.ac.uk/services/cds/

THE STUDENT GUIDE TO LOCAL

NHS SERVICES

This guide provides key information about local NHS services that are available to help you find the right

local treatment.

Includes information on: ♦ Registering with your local GP ♦ What to do when your GP Surgery is closed ♦ Other Local Services


It is advisable to register with a GP prac�ce as soon as possible as your GP is the

first port of call for the majority of your health needs as if you need access to

other NHS services or need to be referred for specialist treatment, it’s your GP

who will arrange this.

Loughborough University has it’s own dedicated Medical Centre based on campus for

students who live within Loughborough, or for members of staff who live on campus.

You can visit your GP Prac�ce:

♦ For advice on your healthcare needs and relevant treatment

♦ Repeat medica�ons

♦ Referrals to other NHS services

♦ Specialised services e.g. travel

♦ Support for mental health and onward referral to NHS mental health services

♦ Antenatal care & childhood immunisa�ons

Services at the University Medical Centre

The University Medical Centre is open from 8.00am - 5.30pm from Monday to

Friday and provides a range of

♦ GP and nurse appointments which can be booked on the day or pre-booked in ad-

vance.

♦ Specialised clinics to meet students needs including contracep�on, travel and sexual

health.

If you would like to register with the University Medical Centre, you can:

♦ Download a registra�on form at www.lborounimedicalcentre.co.uk

♦ A�end the Medical Centre to complete a registra�on form

Please note that you will need to bring your student ID card to confirm that you are a current

Loughborough University student.

For more informa�on on the University Medical Centre’s services and clinics, please go to

Care and Treatment From Your GP

NHS Choices

NHS Choices is an online service which provides comprehensive informa�on on health

condi�ons, treatments, local services and healthy living.

For more informa�on on your nearest GP, Den�st, Pharmacy, etc. visit www.nhs.uk

Advice on Care when your GP surgery is closed

Loughborough Urgent Care Centre

The Loughborough Urgent Care Centre (UCC) is open 24hrs a day, 7 days a week.

A0end the UCC:

♦ If you have a non life threatening condi�on that requires urgent care

♦ If you have a minor injury /illness which requires immediate care

Please note, students are encouraged to see their GPs for less urgent health care needs.

Loughborough Urgent Care Centre, Hospital Way, Loughborough, LE11 5JY

Dial 999 or aFend A&E:

♦ If you have a serious injury/illness or life threatening condi�on.

If on campus, a follow up call must be made immediately to the Security Gatehouse on 888

(internal) or 0800 526966 (free phone) in order to have the ambulance met and escorted to

the casualty by Security. This avoids unnecessary delays in treatment as paramedics will

not necessarily know where they need to go to on arrival at the campus.

Your local A&E department is at Leicester Royal Infirmary.

A&E / 999

NHS 111

The NHS 111 service is a new telephone service which will help you access appropriate

local NHS health services. It is also the first port of call for out of hours care i.e. between

6.30pm to 8.00am weekdays and all weekend/bank holiday hours.

Dial 111:

♦ If you are unsure as to what service you require i.e. whether you should see your

GP or go to A&E.

♦ For OUT OF HOURS CARE i.e. URGENT medical advice/care that cannot un�l your

GP surgery opens.

You’ll be asked some ques�ons so that they can assess your symptoms and you will be

directed straight away to the local service that can help you best.

Medical care/advice is available 24hrs, 7 days a week. Pa�ents are encouraged to aFend

their GP prac�ce during opening hours. However if you feel you have an urgent condi�on

that cannot wait un�l your Prac�ce re-opens or feel it cannot be dealt with by your GP,

please choose the appropriate local service below.


University Medical Centre

GP PATIENT SURVEY

The Practice is keen to hear your views on the quality, range and accessibility of services offered at

the Medical Centre. We would be very grateful if you could take a few minutes to complete the

following questionnaire.

The survey is anonymous and does not request personal identifiable information.

This questionnaire can also be completed online at: www.lboro.ac.uk/service/medcentre

A. Appointments at the University Medical Centre

Q1. When did you last see a Doctor or Nurse at the Medical Centre?

In the past 3 months Between 3 and 6

months ago

More than 6 months

ago

Never

O O O O

Q2. How do you normally book your appointments to see a Doctor or Nurse at the Medical Centre?

Select all that apply

In person By phone Online

O O O

Q3. Which of the following methods do you find easiest to book an appointment?

In person By phone Online Please tell us why?

(optional)

O O O

B. Doctor appointment availability

Q4. In the past 6 months have you been able to see a Doctor within 2 working days when required?

Yes No Not Applicable

O O O

If the answer to question 4 was no, was it because?

There were no

appointments

available

The appointment

times offered were

not suitable

The only appointment

offered was with a

Doctor I did not want

to see

Other (please specify):

O O O O


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Q5. In the past 6 months, have you been able to book ahead for an appointment with a Doctor more

than two working days in advance?


O O O

If the answer to question 5 was no, was it because?

The appointment times

offered were not suitable

The appointments offered

were not with a Doctor I

wanted to see

Other (please specify):

O O O

C. Getting through on the phone

Q6. In the past 6 months how easy have you found the following? (Select one option for each row)

Very

Easy Easy Acceptable Not very

easy

Not at

all easy

Have not

tried

Getting through on the phone O O O O O O

Speaking to a Nurse on the phone O O O O O O

Obtaining test results by phone O O O O O O

Booking / Changing an appointment

by phone

O O O O O O

Q7. Are you aware of the allocated time slots for the following services?

Yes No

Speaking to a Nurse on the phone O O

Obtaining test results by phone O O

D. Arriving for your appointment

Q8. How easy do you find getting into the Medical Centre building?

Very

Easy

Easy Acceptable Not very easy Not at all easy

O O O O O

Q9. Do you find our new self check in system easy to use?


O O O


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Q10. How helpful do you find the Receptionists at the Medical Centre?

Very

Good

Good Acceptable Fair Poor

O O O O O

Q11. How long after your scheduled GP appointment time do you normally have to wait to be seen?

I am normally

seen on time

Less than 5

minutes

5-15 minutes 15-30 minutes More than 30

minutes

Not applicable

O O O O O O

E. Seeing a Doctor at the Medical Centre

Q12. Thinking about your last GP appointment at the Medical centre, please rate the doctor that

you saw on the following points: Select one option for each row

Very

good

Good Acceptable Poor Very

poor

Does not

apply

Making you feel at ease O O O O O O

Asking about your symptoms O O O O O O

Listening O O O O O O

Explaining tests and treatments O O O O O O

Involving you in decisions about

your care O O O O O O

Treating you with care and

concern O O O O O O

Taking your problem(s) seriously O O O O O O

F. Using the Walk-in-Service at the Medical Centre

Q13. Thinking about the last time you attended our walk in service, please rate the service on the

following points: Select one option for each row

Very

good


poor

Does not

apply

Confidentiality of the consultation O O O O O O

Suitability of the cubicle for

consultation

O O O O O O


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G. Seeing a Practice Nurse at the Medical Centre

Q14. Have you attended a Practice Nurse appointment at the Medical Centre? Select all that apply

At a Nurse appointment At a Specific Clinic

appointment e.g. sexual

health / travel / flu

I have never attended a

Practice Nurse appointment

O O O

Q15. Thinking about the last time you saw a Practice Nurse for an appointment, please rate the

nurse that you saw on the following points: Select one option for each row

Very

good


poor

Does not

apply

Making you feel at ease O O O O O O

Asking about your symptoms O O O O O O

Listening O O O O O O

Explaining tests and treatments O O O O O O

Involving you in decisions about

your care O O O O O O

Treating you with care and

concern O O O O O O

Taking your problem(s) seriously O O O O O O

H. Opening Hours

Q16. How satisfied are you with the opening hours at the Medical Centre?

Satisfied Acceptable Dissatisfied Do not know the

opening hours

O O O O

Q17. Were you aware that the Medical Centre is offering extended Doctor and Nurse

appointment times (from 8.00 am daily during term time)

Yes No

O O

Q18. Do you know how to contact the Out of Hours service when the practice is closed?

Yes No

O O


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I. Your Overall Satisfaction

Q19. In general, how satisfied are you with the care you receive at the Medical Centre?

Very satisfied Satisfied Acceptable Dissatisfied Very dissatisfied

O O O O O

Q20. Is there anything you feel is particularly good about the services provided at the Medical

Centre? (optional)

Q21. Is there anything that you feel could be improved? (optional)

Some questions about you (the following questions are all optional)

The following questions will help us to see how experiences vary between different groups of the

population. We will keep your answers completely confidential

Q22. Are you male or female? (Optional)

Q23. How old are you? (Optional)

16 – 24 O 45-54 O

25 – 34 O 55-64 O

35 – 44 O 65 and over O

Q24. What is your ethnic group? (Optional)

White Black or Black

British

Asian or Asian

British

Mixed Chinese Other (please specify):

O O O O O O

Thank you for taking the time to complete this survey

Male O

Female O


Documents

MEDICAL CENTRE, LOUGHBOROUGH UNIVERSITY · 2018. 3. 7. · • Increase awareness of on-line appointment booking via posters, appointment slips & via receptionists when making telephone