Patient Participation Scheme

Oakfield Surgery Patient Reference Group 2013/2014

Friends of Oakfield Surgery

Our Patient Reference Group members were recruited mainly from our existing ‘Friends of Oakfield Surgery’. As shown in the table below:

Age Group Men Women Total
0 - 16 0 0 0
17 - 24 0 1 1
25 - 34 2 2 4
35 - 44 1 1 2
45 - 54 0 2 2
55 - 64 2 5 7
65 - 74 2 3 5
75 - 84 2 1 3
85 + 0 0 0

We are always looking to recruit new members as we do appreciate that our Patient Reference Group is not completely representative of our patient population. However, despite putting up posters, handing out leaflets to all new and existing patients of the surgery and actively encouraging new members to join through conversation, recruitment has not been easy. Anyone that is interested in joining the ‘Friends of Oakfield Surgery’, particularly from the younger sector of the patient list, is encouraged to approach any member of staff or contact Zena.Cornell@nhs.net for more information and meeting dates.

The ethnic origin of the above group is predominantly White British so we are also actively trying to encourage patients from different ethnic origins to join the ‘Friends of Oakfield Surgery’. Elderly patients, patients with learning disabilities or other disabilities as well as carers or patients with various social factors such as working patterns are also encouraged to join the Patient Reference Group to bring fresh, new ideas and opinions to the Surgery. Patient Reference Group meetings are held quarterly at Oakfield Surgery after Surgery working hours, therefore ensuring that patients with an employment status are given the opportunity to attend the meetings.

Patient Reference Group Survey

An initial discussion was held on Wednesday 11th December 2013 with the Patient Reference Group to formulate questions for the survey carried out for 2013/2014. The patient survey took place during February and March and the ‘Improving Practice Questionnaire’ completed results were received on 21st March 2014. CFEP UK Surveys Limited collated the results of the survey providing a ‘Certificate of Completion’ and an A4 poster summarising the results of the survey which will be put up around the surgery for all patients to see.

Our patient population at the time of the survey was 6,569.

Age Group Men Women Total
0 - 16 691 641 1,332
17 - 24 203 246 449
25 - 34 436 514 950
35 - 44 584 563 1,147
45 - 54 551 492 1,043
55 - 64 374 332 706
65 - 74 241 283 524
75 - 84 167 141 308
85 + 44 66 110
TOTAL 3,291 3,278 6,569

203 surveys were completed. The patient demographics were as follows:

Age Number of Responses Oakfield Surgery Mean Score (%)
Under 25 10 76
25 – 59 119 71
60 + 66 77
Blank 8 73

Gender Number of Responses Oakfield Surgery Mean Score (%)
Female 120 73
Male 74 74
Blank 9 69

Visit Usual Practitioner Number of Responses Oakfield Surgery Mean Score (%)
Yes 161 74
No 29 67
Blank 13 75

Years Attending Number of Responses Oakfield Surgery Mean Score (%)
< 5 years 38 67
5 -10 years 45 74
> 10 years 112 75
Blank 8 78

The results of the survey were discussed with the Patient Reference Group at the Annual General Meeting (AGM) held on Wednesday 26th March 2014. Statistical data relating to the findings, such as the Overall Practice Scores Graph, has been published in Oakfield Surgery and on our website.

Telephone Access

When compared to last year’s survey results it is evident that there has been a significant improvement on the Overall Practice Scores for Oakfield Surgery. The Oakfield Surgery overall score in the 2012/2013 survey showed that ‘patients ability to speak to a practitioner on the phone’ was below the national average. From the results of the 2013/2014 survey it is apparent that the Oakfield Surgery overall score for this section is still below the national average despite measures put in place to rectify this.

The managerial staff have logged that telephone access has been an on-going problem since the 2011/2012 Patient Reference Group Survey despite previous measures to rectify this problem. The Jayex touch screen patient check in screen was installed in the reception area in March 2013 and as predicted has reduced the number of walk-in patients at the desk and thus freed up the reception staff members to answer both of the telephone lines more efficiently however this has not been reflected in the survey results.

The emergency telephone line (01638 662 018) at Oakfield Surgery is answered between 08:00am and 08:30am Monday to Friday and is for emergency matters only that cannot wait until the surgery opens at 08:30am. The reception telephone lines (01638 662 150 and 01638 662 018) open between 08:30am and 18:30pm Monday to Friday and both lines are to be used to make appointments, contact the dispensary, contact the secretary, request a home visit and any other enquiry.

Since the emergency telephone line was introduced in the surgery, it has been brought to the attention of the management that the majority of the patient population are unaware that there are two telephone lines that are answered by the reception staff from 08:30am, despite both of the contact telephone numbers being available on the Oakfield Surgery website, on the practice leaflet, on SystmOnline and in directory listings. As a result of this, patient education has become of high importance to help to educate patients of the two telephone line numbers, the appointment system used in the surgery to identify exactly how to book an appointment and the type of appointments available and the use of SystmOnline, our new online system through which patients can book appointments and re-order medication, login details are to be requested from the reception desk in person to access this.

Action plans have been put in place by the Patient Reference Group and Oakfield Surgery to increase patient awareness of the available telephone numbers to contact the surgery. These include:

  1. The production of a new ‘Did You Know …?’ leaflet to be given out to new and existing patients; highlighting the telephone numbers to contact reception on and the appointments system used within the surgery.
  2. A generic ‘Did You Know …?’ SMS text message being sent to all patients with a consent status to receiving SMS text messages highlighting the telephone number to contact reception on and the appointments system used within the surgery. However, this would only reach a small percentage of our patient population who have mobile telephones and have consented to receiving SMS text messages.
  3. A ‘Did You Know …?’ page will be added to the Oakfield Surgery website www.oakfieldsurgery.org once discussed with the website designer, highlighting the telephone numbers to contact reception on and the appointments system used within the surgery.
  4. A ‘Did You Know …?’ message will be added to the SystmOnline Oakfield Surgery webpage also highlighting the telephone numbers to contact reception on and the appointments system used within the surgery.

In January 2014 Oakfield Surgery introduced a new online booking appointments and repeat medication requests system, SystmOnline. Patients must attend the surgery in person to request and obtain their personal login details for this system (patients may be asked to provide suitable identification before these details will be given out). This system was delayed in being activated due to limited training availability provided by the IT service company, therefore Oakfield Surgery feel this has been reflected in the survey results. Once fully operational SystmOnline will allow patients to make certain appointments with clinicians and will allow them to request repeat medication, thus reducing the number of telephone calls coming into the surgery.

At present, patients who have their login details are able to book nurse appointments for the following:

  • Blood tests
  • Wound care
  • Smoking cessations
  • General nurse care

However, due to a design flaw of the system, which has been raised with the IT service company, GP appointments cannot currently be made through this system; Oakfield Surgery will advise their patients when this facility becomes available.

Patients who have obtained their login details are able to request their repeat medications through SystmOnline and the dispensary in Oakfield Surgery have noticed the reduction in phone calls requesting medications already. Once more patients are aware of this system and are using it this will help to free up the telephone lines for patients making appointments.

The managerial staff at Oakfield Surgery will monitor the usage of SystmOnline to identify the impact this has on the telephone lines and patients ability to contact the surgery. If it is felt that this system has not made the desired impact on reducing telephone calls within the next 12 months, than the management will look in to speaking to the current telephone supplier to change the set-up of the telephone system and introduce an automated answering service which will direct calls to the appropriate department within the surgery.

Comfort of Waiting Room

The results of the Patient Reference Group Survey 2013/2014 have also highlighted that the ‘Comfort of the Waiting Room’ is an issue for patients of Oakfield Surgery. The Patient Reference Group and the management within Oakfield Surgery have agreed that the current furniture and seating cushions are to be replaced or renewed within the next 12 months.

Opening Hours

As a result of the 2013/2014 Patient Reference Group survey Oakfield Surgery have not changed the opening times, they remain as follows:

Monday – Friday: 8.30am – 6.30pm

Appointments

  1. ROUTINE appointments are available to book up to 6 WEEKS in advance

    If all the advance appointments are already booked on your preferred date you may be offered an alternative date, or will be asked to phone ‘on the week or on the day’
  2. A LIMITED number of routine appointments can be booked ON THE WEEK

    This allows you to book an appointment, for any day that week (that has availability) on the Monday morning, once these appointments have become available. Please phone 01638 662 018 or 01638 662 150 or attend the surgery at 8:30am on Monday morning to book this type of appointment.
  3. A LIMITED number of routine appointments can be booked ON THE DAY

    Please phone 01638 662 018 or 01638 662 150 or attend the surgery at 8.30am as these appointments fill up quickly
  4. If your medical problem is an EMERGENCY you will ALWAYS be seen the SAME DAY

    You will be asked to attend at the end of morning surgery. Please be prepared to wait as we can be very busy (Especially on Mondays and Fridays)
  5. If your medical problem is an EMERGENCY BETWEEN 08:00AM AND 08:30AM MONDAY TO FRIDAY

    Please telephone the EMERGENCY LINE on 01638 662 018 and briefly explain your emergency to the receptionist so that it may be dealt with more quickly.

Note-

  1. If your doctor is fully booked or not available you may be offered an appointment with our nurse practitioner.
    • Jean is an independent nurse practitioner and can be consulted on ALL medical conditions. She is also able to prescribe medication.
  2. Our nurses, Morven, Sharon and Jeanne, are qualified to see you for simple medical problems. Please ask reception if you feel your problem could be seen by one of our nurses

Late Surgery: Wednesday evening by appointment

During the hours when Oakfield Surgery is not open a voicemail message machine has been set up in order to provide patients who may contact the Surgery at these times of alternative services available to them until the Surgery re-opens. The message states:

“The surgery is now closed; our opening hours are 08:30 – 18:30 Monday to Friday. Please listen carefully to the following options.

  • If you have a life threatening medical emergency, please hang up and dial 999.
  • If you need medical assistance and cannot wait until the surgery opens, please hang up and dial 111 for the NHS 111 Service. Calls to this service are free of charge from both landlines and mobiles.

Thank You”

Patient Experience Survey Results 2013-2014

Oakfield Surgery Patient Reference Group 2012/2013

Oakfield Surgery Patient Reference Group 2011/2012