Appointments & Home Visits (01638) 662 150 |
Emergencies (01638) 662 018 |
Facsimile Messages (01638) 660 294 |
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.
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.
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:
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:
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.
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.
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
Note-
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.
Thank You”