Main.LocalPatientParticipation History

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HARROW ROAD HEALTH CENTRE

If you would like any further information on Patient Involvement at Harrow Road Health Centre or have any queries on the contents of this section, please contact us via the email facility provided on this website.

Latest News:

2013/14 Local Patient Participation Report

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

As we look forward to building on the developments and progress achieved in 2013/14, I would like to take this opportunity to ask you all for your views on what should be our priorities for 2014/15 and also what should be included in the forthcoming 2014/15 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2013/14 are achieved
  • Improve administrative efficiencies and general patient care through the introduction a new, advanced clinical system
  • Develop further the use of technology to improve clinical learning and development
  • Widen the scope of onsite services to meet local need
  • Continue to improve our Reception and Administration services and standards
  • Further develop the expertise and skill mix of the practice team to enhance patient care and the general patient experience
  • Improve organisational arrangements to deliver a balanced and positive working environment
  • Continue to raise local awareness of national developments including Choose and Book, GP Commissioning, CQC (Care Quality Commission) and the new GP Contract
  • Develop closer links and joint working with other local practices to improve patient access to primary care services on a locality basis
  • Work with the local Clinical Commissioning Group to provide feedback on and improve access to other health and social care providers

All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know. Comments can be sent using the "Contact Us" section of this website or made in person at the practice or in writing.

Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticeboard) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

Please contact me if you have any questions or would like to discuss patient participation in more detail (use the contact us section on this website).

2013/14 Local Patient Participation Report:

Dan Redsull Practice Manager, March 2014

Archive News:

Feb 2014 - 2013 /14 Patient Survey and Practice Action Plan. These are included in the published 2013/14 Local Patient Participation Report above.

July 2013 - Draft patient survey and practice priorities. The final versions of these are included in the published 2013/14 Local Patient Participation Report above.

Feb 2013 - 2012/13 Local Patient Participation report. This report is now archived. Please contact the Practice for more information.

Feb 2012 - 2011/12 Local Patient Participation report. This report is now archived. Please contact the Practice for more information.

October 2011 - Information on Patient Groups. Please contact the Practice for more information.

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We are now the GRAND UNION HEALTH CENTRE.

Please follow this link for the Grand Union Health Centre website http://www.grandunionhealthcentre.co.uk/.

Please do no use this website any longer, the Grand Union health Centre website has all the same services, as well as additional services.

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  • Develop closer links with other local practices to improve patient access to primary care services on a locality basis
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  • Develop closer links and joint working with other local practices to improve patient access to primary care services on a locality basis
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If you would like any further information on Patient Involvement at Harrow Road Health Centre or have any queries on the contents of this section, please contact us via the email facility provided on this website.

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2013 /14 Patient Survey and Practice Action Plan: The Practice 2013/14 Action Plan has now been approved by our PRG and is in the process of being implemented. A progress update and Annual Local Patient Participation Report will be published on this website before the end of this financial year. Full versions of both the results of our 2013/14 practice survey and our resulting action plan are shown below.

If you would like any further information on Patient Involvement at Harrow Road Health Centre or have any queries on the contents of this section, please contact us via the email facility provided on this website.

2013/14 PATIENT SURVEY – SUMMARY OF RESULTS

Your experience of our services

1. How would you rate our patient waiting facilities?

74% of patients rated our facilities as 8/10 or better

2. Do you think we could improve our patient waiting facilities and if so how?

75% of patients thought that our facilities could not be improved upon however some suggestions for enhancements included:

More magazines /provision of infection control alcohol rub for patient use / a louder patient call sound and lower waiting times*

  • Waiting times is not a premises issue but was referred to by a number of patients and will therefore be reflected in our action plan under this section

3. Do you feel that our Reception Service is supportive, caring informative and helpful?

99% of patients considered our Reception service as supportive, caring, informative and helpful.

4. Do you feel that our Doctors and Nurses are supportive, caring, informative and helpful?

95% of patients considered our Doctors and Nurses as supportive, caring, informative and helpful.

Access to our services / team:

5. Are you happy with the: Your response (YES)

Telephone access to GPs / Nurses? 87%

Face to face access to GPs / Nurses? 91%

Options of access available? 95%

Continuity of care provided? 90%

Access to a GP for urgent issues? 92%

Hours of opening? 93%

Ability to arrange convenient appointments? 89%

Information available about our services? 96%

Range of services available on site? 96%

Access to hospital and other care

5. Are you aware of : Your response (YES)

The Choose and Book service 75%

That an *appointment request letter can be provided to you when you meet your GP 73%

That you can book, amend, manage your hospital appointments directly 73%

 * An appointment request letter is unique to you and allows you to book a hospital outpatient appointment at a time that is convenient to you.

Patient education and support

7. Have you attended one of our patient education sessions?

Only 8% had attended an education session

8. Would you attend one in the future if relevant to you?

Only 60% of patients indicated they would attend an education session; even if it was relevant to them; suggestions for future topics included (amongst others) self –help / pain management /alternative therapies and welfare rights

9. In your opinion, when would be the best time for these to be held

Less than 10% of patients responded to this question with no clear preference being indicated.

10. Are you aware of our Health Trainers service?

Over 60% of patients indicated that they were unaware of our Health Trainers service.

Summary of key themes from comments and suggestions

• The majority of patients who participated in the survey indicated that they were more than satisfied with the level of access provided and standards of services delivered by our team

• Suggestions for improvements / developments included:

waiting times for routine appointments / local awareness of the full range of our onsite services / website performance

Feb 2014

2013/14 PRACTICE ACTION PLAN

SUMMARY

Patient Experience & waiting room facilities Improve infection control facilities & make other minor improvements Continue our team based development & learning plans to improve our customer focus and approach to care management Reduce onsite waiting times for prior booked appointments Improve communication with patients; particularly when clinics are running late

Improving patient access to services Increase the use of technology to improve access to services (email / text services)

Improve the performance of our website in delivering the above access enhancements

Raise awareness of all our services and how to access them

Improving patient access to hospital and other care Promote the use and benefits of Choose and Book

Feedback patient experiences into the Commissioning process

Patient Education and Support Change the format of educational and support sessions to better meet local need (less frequent but multi – topic & multi-service)

Work with partner organisations to improve the promotion of onsite and local services

February 2014

2013/14 PRACTICE DETAILED ACTION PLAN

Patient Experience & waiting room facilities

The Patient Survey provided very positive feedback on our facilities and our general Team approach to the provision of care. The Practice will continue to build upon the improvements made over the last year through the following actions:

Reception Support and Advice

The Reception and Admin Team will continue with its comprehensive training plan to improve its customer focus and to ensure that patients feel that they are accessing a helpful and supportive service; in particular understanding and reaping the benefits of our appointment system and increasing awareness of the functions that are available online.

Our Doctors

The GP Team now meet regularly to discuss and consider amongst other matters, patient feedback on their individual consulting styles and approach to care. A review of the themes from any complaints will also be routinely covered in this meeting. The aim of these discussions is to identify and implement learning points from patient feedback to improve our individual and team approach to patient care and service delivery.

Our facilities

The practice will implement the following improvements to its waiting room facilities:

Install an alcohol hand rub dispenser for patient use to improve infection control measures

Provide a wider range of reading material for patients including children’s books

Increase the volume of the audio prompts when patients are called for their appointment using our electronic call system (Jayex).

Our Appointment system

The practice will address the specific feedback on long waits onsite for routine appointments as follows: Length of appointments – All GP appointments are booked directly by the GP. All GPs will be asked to ensure that sufficient time is booked for each appointment to ensure that appointments, in general, do not run over. This will be considered on an individual basis at the point of booking the appointment.

Meeting emergency demand – the practice will review its current in-house protocols to meet emergency patient demand to consider whether changes can be made to reduce the level of impact on routine booked appointments. Accommodating late arriving patients – the practice currently accommodates as far as is possible, patients who arrive late for their appointments; no matter how late a patient arrives. This open policy frequently means that patients are “fitted in” causing the clinician to run late for their other booked appointments. The practice will amend this policy to limit the extent to which late arriving patients will be accommodated and will monitor the impact it has to see if this needs to be changed on a long term basis.

Providing timely information – in the event of a GP running late, the Reception Team will notify all affected patients at the earliest possible opportunity providing the following where possible: The reason for the delay / the likely wait / an opportunity to re-book the appointment. ''' Monitoring waiting times''' – the practice will systematically record and monitor waiting times for routine appointments to ensure that accurate and timely information is available and to assess the impact of the actions identified above

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2013/14 Local Patient Participation Report

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

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Improving patient access to services The results of the survey indicated a high satisfaction rating with the level and types of access provided by the practice. To maintain, and, if possible, improve on this, the practice will continue to promote and widen the roll out the developments initiated during 2012 as outlined below:

Use of text messaging

The Practice now has 2 text based services; iPLATO and NHS.net. iPLATO was initially used for reminding patients of their appointments and allowing patients to cancel appointments directly by text. Over the last year however the system has been increasingly used for contacting patients for targeted health campaigns and also for contacting “hard to reach” groups. This has rapidly improved our ability to communicate efficiently and effectively with patients and will be further integrated into our routine and adhoc call programmes, serving as the main form of patient contact. This should have the effect of simplifying access to all of our services and improving overall patient access to care.

The practice introduced the use of text messaging via NHS Net for direct communication with patients. The use was of NHS.net mail was trialled in 2012 with positive results and will now be rolled our to all clinicians to use. Our doctors and nurses can now all contact patients by text message about various issues.

Email “on the move”

The use of email on the move has increased dramatically. Capacity and software stability of our internet portal has become the main concern for patients using this service and the Practice aims to ensure that this facility (our website) is made increasingly robust during 2013 to limit future possible downtime and faults. The Practice will be working with its website creators to provide a stable and future proofed website based email service,

Improving Awareness

The Practice will continue with its publicity drive to improve awareness of, and access to our services. As set out in our 2012 action plan, this will include the following:

Availability of easy to read, widely available promotional literature - A core of 4 high quality and easy to read information leaflets will be provided both at the practice reception desk and at local pharmacies. There will be an information leaflet for each of the following: Appointment information / Services and Waiting Times / Your Usual GP /Local services and Information

These leaflets will be supported by the provision of promotional and educational material through our practice waiting room screens, notice boards and website as well as continuing the following:

GP Educational Sessions and “Awareness” Campaigns (please see below for more information)

Monthly “meet the Manager” drop in Coffee mornings

Periodical practice news updates / circulars (please see below for more information)

Improving patient access to hospital and other care Whilst the percentage of patients aware of the national choose and book system was over 70%, a lower number were aware that this service is, in most cases, now directly available during a consultation with a GP. This is understandable given that this is a 2013/14 initiative however the practice will implement a dedicated promotion plan to raise awareness which will include:

Raising awareness at the point of referral (by the GP)

Setting up a dedicated Choose and Book Information section in the Waiting Area

Making Choose and Book Leaflets in each consulting room

Promotion on the practice website and Jayex screens

In addition the Practice will also provide the CCG with quarterly reports on patient feedback on local services. A form is provided in the waiting area for patients to provide this feedback. This will allow the CCG to address access and performance issues with local providers via the annual commissioning process.

Patient Education and Support Patient feedback indicated less than overwhelming support for the current format of our patient educational sessions but also and very importantly, confirmed that overall awareness of the various health, social and allied care services that are available on site was very low.

The practice therefore proposes the following actions to address this:

GP Educational Sessions

To hold bi-annual multi – topic educational sessions that will include speakers from partner organisations that will cover social care / welfare and other areas as well as health based topics.

To vary the times and dates of the educational sessions to see if this improves the level of patient attendance. This will include an early evening session.

Onsite Associated services

Create a permanent dedicated Patient Information Area that is used soley to promote our onsite associated services (e.g Health Trainer Service) and local service partners. The Information display will be maintained by our service partners and will be rotated across the services on a monthly basis.

A “did you know”.. promotional poster will be put up in each consulting room.

Promote support services both on our website and Jayex Boards and through patient news bulletins

Hold a periodic review meeting with each support / associated service to discuss the patient feedback and ascertain their views on how awareness could be improved.

An annual schedule of events will be promoted in display units on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

The patient survey indicated that whilst patients were happy with the level of access provided by the practice, a lack of awareness of practice services and its operations often hinders access. The practice will therefore continue to improve access by driving up awareness through the actions noted above.

Periodical practice news updates / circulars

A summary of practice developments and relevant news will be circulated to PRG members on a periodic basis. This will also be made available on the practice website and noticeboard. These updates will include a progress reports on the Practice Annual Action Plan as agreed with its PRG.

These updates will also include summary information on changes happening within the NHS.

All the issues that were raised through the practice survey have been incorporated into this action plan.

February 2014 The Harrow Road Health Centre Team

Archived Recent News:

2013/14 Draft Patient Survey and Practice Priorities

Our next patient meeting will be held on Tuesday 13th August between 1pm and 2pm, in our main waiting room. In this meeting we will be discussing and agreeing our practice priorities for 2013/14 and our patient survey. These have already been sent to our PRG for comments.

Our draft priorities are:

Ensuring goals set in 2012/13 are achieved Develop further the use of technology to improve patient access Establish an all year round approach to the promotion of local associated services Continue to improve our Reception and Administration services and standards Involve patients in national developments including GP Commissioning, CQC (Care Quality Commission) and the new GP Contract Improve primary care services for children and vulnerable groups

In addition the practice has identified the following new priorities:

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As we look forward to building on the developments and progress achieved in 2013/14, I would like to take this opportunity to ask you all for your views on what should be our priorities for 2014/15 and also what should be included in the forthcoming 2014/15 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2013/14 are achieved
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Further improve channels of communication (with the practice) for patients including access to support and to Practice Management Improve Infection Control facilities for patients Ensuring easy access to other health and social care providers

We would be grateful for your thoughts and comments on the above which can be sent by email through the facility on this website or alternatively you could join our forthcoming meeting.

Harrow Road Health Centre

2012/13 Local Patient Participation Report

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

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  • Improve administrative efficiencies and general patient care through the introduction a new, advanced clinical system
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As we look forward to building on the developments and progress achieved in 2012/13, I would like to take this opportunity to ask you all for your views on what should be our priorities for 2013/14 and also what should be included in the forthcoming 2013/14 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2012/13 are achieved
  • Develop further the use of technology to improve patient access
  • Establish an all year round approach to the promotion of local associated services
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  • Develop further the use of technology to improve clinical learning and development
  • Widen the scope of onsite services to meet local need
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  • Involve patients in national developments including GP Commissioning, CQC (Care Quality Commission) and the new GP Contract
  • Improve primary care services for children and vulnerable groups
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  • Further develop the expertise and skill mix of the practice team to enhance patient care and the general patient experience
  • Improve organisational arrangements to deliver a balanced and positive working environment
  • Continue to raise local awareness of national developments including Choose and Book, GP Commissioning, CQC (Care Quality Commission) and the new GP Contract
  • Develop closer links with other local practices to improve patient access to primary care services on a locality basis
  • Work with the local Clinical Commissioning Group to provide feedback on and improve access to other health and social care providers
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Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticebaord) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in late May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

to:

Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticeboard) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

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Practice Manager, Feb 2013

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Practice Manager, March 2014

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Feb 2014 - 2013 /14 Patient Survey and Practice Action Plan. These are included in the published 2013/14 Local Patient Participation Report above.

July 2013 - Draft patient survey and practice priorities. The final versions of these are included in the published 2013/14 Local Patient Participation Report above.

Feb 2013 - 2012/13 Local Patient Participation report. This report is now archived. Please contact the Practice for more information.

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2013 /14 Patient Survey and Practice Action Plan: The Practice 2013/14 Action Plan has now been approved by our PRG and is in the process of being implemented. A progress update and Annual Local Patient Participation Report will be published on this website before the end of this financial year. Full versions of both the results of our 2013/14 practice survey and our resulting action plan are shown below.

to:

2013 /14 Patient Survey and Practice Action Plan: The Practice 2013/14 Action Plan has now been approved by our PRG and is in the process of being implemented. A progress update and Annual Local Patient Participation Report will be published on this website before the end of this financial year. Full versions of both the results of our 2013/14 practice survey and our resulting action plan are shown below.

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February 2014

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Patient and PRG Meeting: Friday 7th February 2014: Review of the results of our 2013/14 Patient Survey and Draft Practice Action Plan

Our next PRG and patient meeting will be held on Friday 7th February between 1pm and 2pm, in our main waiting room. In this meeting we will be reviewing the results of our annual practice survey and agreeing our practice action plan for 2013/14. These have already been sent to all PRG members for comments and are available in full form below. We would be grateful for your thoughts and comments on these which can be sent by email through the facility on this website or alternatively you could join us at our forthcoming meeting.

to:

2013 /14 Patient Survey and Practice Action Plan: The Practice 2013/14 Action Plan has now been approved by our PRG and is in the process of being implemented. A progress update and Annual Local Patient Participation Report will be published on this website before the end of this financial year. Full versions of both the results of our 2013/14 practice survey and our resulting action plan are shown below.

If you would like any further information on Patient Involvement at Harrow Road Health Centre or have any queries on the contents of this section, please contact us via the email facility provided on this website.

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'''

2013/14 PRACTICE DETAILED ACTION PLAN'''

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2013/14 PRACTICE DETAILED ACTION PLAN

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 Install an alcohol hand rub dispenser for patient use to improve infection control measures  Provide a wider range of reading material for patients including children’s books  Increase the volume of the audio prompts when patients are called for their appointment using our electronic call system (Jayex).

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Install an alcohol hand rub dispenser for patient use to improve infection control measures

Provide a wider range of reading material for patients including children’s books

Increase the volume of the audio prompts when patients are called for their appointment using our electronic call system (Jayex).

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Meeting emergency demand – the practice will review its current in-house protocols to meet emergency patient demand to consider whether changes can be made to reduce the level of impact on routine booked appointments.

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Meeting emergency demand – the practice will review its current in-house protocols to meet emergency patient demand to consider whether changes can be made to reduce the level of impact on routine booked appointments.

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Providing timely information – in the event of a GP running late, the Reception Team will notify all affected patients at the earliest possible opportunity providing the following where possible:

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Providing timely information – in the event of a GP running late, the Reception Team will notify all affected patients at the earliest possible opportunity providing the following where possible:

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Monitoring waiting times – the practice will systematically record and monitor waiting times for routine appointments to ensure that accurate and timely information is available and to assess the impact of the actions identified above

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''' Monitoring waiting times''' – the practice will systematically record and monitor waiting times for routine appointments to ensure that accurate and timely information is available and to assess the impact of the actions identified above

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 To hold bi-annual multi – topic educational sessions that will include speakers from partner organisations that will cover social care / welfare and other areas as well as health based topics.  To vary the times and dates of the educational sessions to see if this improves the level of patient attendance. This will include an early evening session.

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To hold bi-annual multi – topic educational sessions that will include speakers from partner organisations that will cover social care / welfare and other areas as well as health based topics.

To vary the times and dates of the educational sessions to see if this improves the level of patient attendance. This will include an early evening session.

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 Create a permanent dedicated Patient Information Area that is used soley to promote our onsite associated services (e.g Health Trainer Service) and local service partners. The Information display will be maintained by our service partners and will be rotated across the services on a monthly basis.  A “did you know”.. promotional poster will be put up in each consulting room.  Promote support services both on our website and Jayex Boards and through patient news bulletins  Hold a periodic review meeting with each support / associated service to discuss the patient feedback and ascertain their views on how awareness could be improved.

to:

Create a permanent dedicated Patient Information Area that is used soley to promote our onsite associated services (e.g Health Trainer Service) and local service partners. The Information display will be maintained by our service partners and will be rotated across the services on a monthly basis.

A “did you know”.. promotional poster will be put up in each consulting room.

Promote support services both on our website and Jayex Boards and through patient news bulletins

Hold a periodic review meeting with each support / associated service to discuss the patient feedback and ascertain their views on how awareness could be improved.

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Archived Recent News:

2013/14 Draft Patient Survey and Practice Priorities

Our next patient meeting will be held on Tuesday 13th August between 1pm and 2pm, in our main waiting room. In this meeting we will be discussing and agreeing our practice priorities for 2013/14 and our patient survey. These have already been sent to our PRG for comments.

Our draft priorities are:

Ensuring goals set in 2012/13 are achieved Develop further the use of technology to improve patient access Establish an all year round approach to the promotion of local associated services Continue to improve our Reception and Administration services and standards Involve patients in national developments including GP Commissioning, CQC (Care Quality Commission) and the new GP Contract Improve primary care services for children and vulnerable groups

In addition the practice has identified the following new priorities:

to:

2013/14 PRACTICE ACTION PLAN

SUMMARY

Patient Experience & waiting room facilities Improve infection control facilities & make other minor improvements Continue our team based development & learning plans to improve our customer focus and approach to care management Reduce onsite waiting times for prior booked appointments Improve communication with patients; particularly when clinics are running late

Improving patient access to services Increase the use of technology to improve access to services (email / text services)

Improve the performance of our website in delivering the above access enhancements

Raise awareness of all our services and how to access them

Improving patient access to hospital and other care Promote the use and benefits of Choose and Book

Feedback patient experiences into the Commissioning process

Patient Education and Support Change the format of educational and support sessions to better meet local need (less frequent but multi – topic & multi-service)

Work with partner organisations to improve the promotion of onsite and local services

January 2014

'''

2013/14 PRACTICE DETAILED ACTION PLAN'''

Patient Experience & waiting room facilities

The Patient Survey provided very positive feedback on our facilities and our general Team approach to the provision of care. The Practice will continue to build upon the improvements made over the last year through the following actions:

Reception Support and Advice The Reception and Admin Team will continue with its comprehensive training plan to improve its customer focus and to ensure that patients feel that they are accessing a helpful and supportive service; in particular understanding and reaping the benefits of our appointment system and increasing awareness of the functions that are available online.

Our Doctors The GP Team now meet regularly to discuss and consider amongst other matters, patient feedback on their individual consulting styles and approach to care. A review of the themes from any complaints will also be routinely covered in this meeting. The aim of these discussions is to identify and implement learning points from patient feedback to improve our individual and team approach to patient care and service delivery.

Our facilities The practice will implement the following improvements to its waiting room facilities:  Install an alcohol hand rub dispenser for patient use to improve infection control measures  Provide a wider range of reading material for patients including children’s books  Increase the volume of the audio prompts when patients are called for their appointment using our electronic call system (Jayex).

Our Appointment system The practice will address the specific feedback on long waits onsite for routine appointments as follows: Length of appointments – All GP appointments are booked directly by the GP. All GPs will be asked to ensure that sufficient time is booked for each appointment to ensure that appointments, in general, do not run over. This will be considered on an individual basis at the point of booking the appointment.

Meeting emergency demand – the practice will review its current in-house protocols to meet emergency patient demand to consider whether changes can be made to reduce the level of impact on routine booked appointments. Accommodating late arriving patients – the practice currently accommodates as far as is possible, patients who arrive late for their appointments; no matter how late a patient arrives. This open policy frequently means that patients are “fitted in” causing the clinician to run late for their other booked appointments. The practice will amend this policy to limit the extent to which late arriving patients will be accommodated and will monitor the impact it has to see if this needs to be changed on a long term basis.

Providing timely information – in the event of a GP running late, the Reception Team will notify all affected patients at the earliest possible opportunity providing the following where possible: The reason for the delay / the likely wait / an opportunity to re-book the appointment.

Monitoring waiting times – the practice will systematically record and monitor waiting times for routine appointments to ensure that accurate and timely information is available and to assess the impact of the actions identified above

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Improving patient access to services The results of the survey indicated a high satisfaction rating with the level and types of access provided by the practice. To maintain, and, if possible, improve on this, the practice will continue to promote and widen the roll out the developments initiated during 2012 as outlined below:

Use of text messaging The Practice now has 2 text based services; iPLATO and NHS.net. iPLATO was initially used for reminding patients of their appointments and allowing patients to cancel appointments directly by text. Over the last year however the system has been increasingly used for contacting patients for targeted health campaigns and also for contacting “hard to reach” groups. This has rapidly improved our ability to communicate efficiently and effectively with patients and will be further integrated into our routine and adhoc call programmes, serving as the main form of patient contact. This should have the effect of simplifying access to all of our services and improving overall patient access to care. The practice introduced the use of text messaging via NHS Net for direct communication with patients. The use was of NHS.net mail was trialled in 2012 with positive results and will now be rolled our to all clinicians to use. Our doctors and nurses can now all contact patients by text message about various issues.

Email “on the move” The use of email on the move has increased dramatically. Capacity and software stability of our internet portal has become the main concern for patients using this service and the Practice aims to ensure that this facility (our website) is made increasingly robust during 2013 to limit future possible downtime and faults. The Practice will be working with its website creators to provide a stable and future proofed website based email service,

Improving Awareness The Practice will continue with its publicity drive to improve awareness of, and access to our services. As set out in our 2012 action plan, this will include the following: Availability of easy to read, widely available promotional literature - A core of 4 high quality and easy to read information leaflets will be provided both at the practice reception desk and at local pharmacies. There will be an information leaflet for each of the following: Appointment information / Services and Waiting Times / Your Usual GP /Local services and Information

These leaflets will be supported by the provision of promotional and educational material through our practice waiting room screens, notice boards and website as well as continuing the following: GP Educational Sessions and “Awareness” Campaigns (please see below for more information)

Monthly “meet the Manager” drop in Coffee mornings Periodical practice news updates / circulars (please see below for more information)

Improving patient access to hospital and other care Whilst the percentage of patients aware of the national choose and book system was over 70%, a lower number were aware that this service is, in most cases, now directly available during a consultation with a GP. This is understandable given that this is a 2013/14 initiative however the practice will implement a dedicated promotion plan to raise awareness which will include:

Raising awareness at the point of referral (by the GP) Setting up a dedicated Choose and Book Information section in the Waiting Area Making Choose and Book Leaflets in each consulting room Promotion on the practice website and Jayex screens

In addition the Practice will also provide the CCG with quarterly reports on patient feedback on local services. A form is provided in the waiting area for patients to provide this feedback. This will allow the CCG to address access and performance issues with local providers via the annual commissioning process.

Patient Education and Support Patient feedback indicated less than overwhelming support for the current format of our patient educational sessions but also and very importantly, confirmed that overall awareness of the various health, social and allied care services that are available on site was very low.

The practice therefore proposes the following actions to address this:

GP Educational Sessions  To hold bi-annual multi – topic educational sessions that will include speakers from partner organisations that will cover social care / welfare and other areas as well as health based topics.  To vary the times and dates of the educational sessions to see if this improves the level of patient attendance. This will include an early evening session.

Onsite Associated services  Create a permanent dedicated Patient Information Area that is used soley to promote our onsite associated services (e.g Health Trainer Service) and local service partners. The Information display will be maintained by our service partners and will be rotated across the services on a monthly basis.  A “did you know”.. promotional poster will be put up in each consulting room.  Promote support services both on our website and Jayex Boards and through patient news bulletins  Hold a periodic review meeting with each support / associated service to discuss the patient feedback and ascertain their views on how awareness could be improved.

An annual schedule of events will be promoted in display units on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

The patient survey indicated that whilst patients were happy with the level of access provided by the practice, a lack of awareness of practice services and its operations often hinders access. The practice will therefore continue to improve access by driving up awareness through the actions noted above.

Periodical practice news updates / circulars A summary of practice developments and relevant news will be circulated to PRG members on a periodic basis. This will also be made available on the practice website and noticeboard. These updates will include a progress reports on the Practice Annual Action Plan as agreed with its PRG.

These updates will also include summary information on changes happening within the NHS.

All the issues that were raised through the practice survey have been incorporated into this action plan.

January 2014 The Harrow Road Health Centre Team

Archived Recent News:

2013/14 Draft Patient Survey and Practice Priorities

Our next patient meeting will be held on Tuesday 13th August between 1pm and 2pm, in our main waiting room. In this meeting we will be discussing and agreeing our practice priorities for 2013/14 and our patient survey. These have already been sent to our PRG for comments.

Our draft priorities are:

Ensuring goals set in 2012/13 are achieved Develop further the use of technology to improve patient access Establish an all year round approach to the promotion of local associated services Continue to improve our Reception and Administration services and standards Involve patients in national developments including GP Commissioning, CQC (Care Quality Commission) and the new GP Contract Improve primary care services for children and vulnerable groups

In addition the practice has identified the following new priorities:

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  • An appointment request letter is unique to you and allows you to book a hospital outpatient appointment at a time that is convenient to you.
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 * An appointment request letter is unique to you and allows you to book a hospital outpatient appointment at a time that is convenient to you.
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Your experience of our services

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Access to our services / team:

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Access to hospital and other care?

5. Are you aware of :

                                                                        YES
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Access to hospital and other care

5. Are you aware of : Your response (YES)

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Patient education and support

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''' Summary of key themes from comments and suggestions'''

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Summary of key themes from comments and suggestions

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Your experience of our services

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Access to our services / team:

5. Are you happy with the: Your response

								YES
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team:?

5. Are you happy with the: Your response (YES)

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Options of access available? 95% Continuity of care provided? 90%

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Options of access available? 95%

Continuity of care provided? 90%

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Access to hospital and other care

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Patient education and support

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Results of Patient Survey ''' 2013/14 PATIENT SURVEY – SUMMARY OF RESULTS'''

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2013/14 PATIENT SURVEY – SUMMARY OF RESULTS

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Telephone access to GPs / Nurses? 87% Face to face access to GPs / Nurses? 91%

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Telephone access to GPs / Nurses? 87%

Face to face access to GPs / Nurses? 91%

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Patient and PRG Meeting: Friday 7th February 2014: Review of the results of our 2013/14 Patient Survey and Draft Practice Action Plan

Our next PRG and patient meeting will be held on Friday 7th February between 1pm and 2pm, in our main waiting room. In this meeting we will be reviewing the results of our annual practice survey and agreeing our practice action plan for 2013/14. These have already been sent to all PRG members for comments and are available in full form below. We would be grateful for your thoughts and comments on these which can be sent by email through the facility on this website or alternatively you could join us at our forthcoming meeting.

Results of Patient Survey ''' 2013/14 PATIENT SURVEY – SUMMARY OF RESULTS'''

Your experience of our services

1. How would you rate our patient waiting facilities?

74% of patients rated our facilities as 8/10 or better

2. Do you think we could improve our patient waiting facilities and if so how?

75% of patients thought that our facilities could not be improved upon however some suggestions for enhancements included:

More magazines /provision of infection control alcohol rub for patient use / a louder patient call sound and lower waiting times*

  • Waiting times is not a premises issue but was referred to by a number of patients and will therefore be reflected in our action plan under this section

3. Do you feel that our Reception Service is supportive, caring informative and helpful?

99% of patients considered our Reception service as supportive, caring, informative and helpful.

4. Do you feel that our Doctors and Nurses are supportive, caring, informative and helpful?

95% of patients considered our Doctors and Nurses as supportive, caring, informative and helpful.

Access to our services / team:

5. Are you happy with the: Your response

								YES

Telephone access to GPs / Nurses? 87% Face to face access to GPs / Nurses? 91% Options of access available? 95% Continuity of care provided? 90% Access to a GP for urgent issues? 92% Hours of opening? 93% Ability to arrange convenient appointments? 89% Information available about our services? 96% Range of services available on site? 96%

Access to hospital and other care

5. Are you aware of :

                                                                        YES

The Choose and Book service 75% That an *appointment request letter can be provided to you when you meet your GP 73% That you can book, amend, manage your hospital appointments directly 73%

  • An appointment request letter is unique to you and allows you to book a hospital outpatient appointment at a time that is convenient to you.

Patient education and support

7. Have you attended one of our patient education sessions?

Only 8% had attended an education session

8. Would you attend one in the future if relevant to you?

Only 60% of patients indicated they would attend an education session; even if it was relevant to them; suggestions for future topics included (amongst others) self –help / pain management /alternative therapies and welfare rights

9. In your opinion, when would be the best time for these to be held

Less than 10% of patients responded to this question with no clear preference being indicated.

10. Are you aware of our Health Trainers service?

Over 60% of patients indicated that they were unaware of our Health Trainers service.

''' Summary of key themes from comments and suggestions'''

• The majority of patients who participated in the survey indicated that they were more than satisfied with the level of access provided and standards of services delivered by our team

• Suggestions for improvements / developments included:

waiting times for routine appointments / local awareness of the full range of our onsite services / website performance

Jan 2014

Archived Recent News:

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Harrow Road Health Centre

2012/13 Local Patient Participation Report

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

to:

2013/14 Draft Patient Survey and Practice Priorities

Our next patient meeting will be held on Tuesday 13th August between 1pm and 2pm, in our main waiting room. In this meeting we will be discussing and agreeing our practice priorities for 2013/14 and our patient survey. These have already been sent to our PRG for comments.

Our draft priorities are:

Ensuring goals set in 2012/13 are achieved Develop further the use of technology to improve patient access Establish an all year round approach to the promotion of local associated services Continue to improve our Reception and Administration services and standards Involve patients in national developments including GP Commissioning, CQC (Care Quality Commission) and the new GP Contract Improve primary care services for children and vulnerable groups

In addition the practice has identified the following new priorities:

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Further improve channels of communication (with the practice) for patients including access to support and to Practice Management Improve Infection Control facilities for patients Ensuring easy access to other health and social care providers

We would be grateful for your thoughts and comments on the above which can be sent by email through the facility on this website or alternatively you could join our forthcoming meeting.

Harrow Road Health Centre

2012/13 Local Patient Participation Report

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

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2012/13 Local Patient Participation Report:

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As we look forward to building on the developments and progress achieved in 2012/13, I would like to take this opportunity to ask you all for your views on what should be our priorities for 2013/14 and also what should be included in the forthcoming 2013/14 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our keyEmphasized priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

to:

As we look forward to building on the developments and progress achieved in 2012/13, I would like to take this opportunity to ask you all for your views on what should be our priorities for 2013/14 and also what should be included in the forthcoming 2013/14 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

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2012/13 Patient Survey and Practice Action Plan

We have now completed our 2012/13 Patient Survey. The results of the survey and the final 2012/13 Practice Action Plan are detailed below. The Action Plan is specifically meant to address the key findings of the Patient Summary i.e addressing the priorities identified by patients.

to:

Harrow Road Health Centre

2012/13 Local Patient Participation Report

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

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The Practice Action Plan has been agreed by the Practice Patient Reference Group and approved in an open practice patient meeting held on the 4th December.

A progress report will be circulated to PRG Members and uploaded onto this webpage early in the New Year. For more information please contact the practice.

The HRHC Team Dec 2012

2012/13 PATIENT SURVEY – SUMMARY OF RESULTS

1. Do you feel you have been given adequate information as to how our appointment system works?

92% of patients said yes

2. How do you feel we could best raise awareness about the benefits of our Appointment System?

Leaflets at Reception – 51% Discussion with Reception – 29% Open patient meetings – 13% Meet the Manager – 1% Other – 5%

3. Do you think we could make any changes to our Appointment system to improve access for patients, including for more vulnerable of our Patients?

62% of patients felt access could not be improved upon.

4. Do you feel there is easy access to the doctor for your children, both on the phone and for appointments?

90% of patients felt that there was easy access

5. Would you attend open patient education sessions run by our doctors if they were relevant to you?

62% of patients said they would attend

6. Do you feel that our Reception Service is supportive, informative and helpful?

98% of patients said yes

7. Would you like more information on national developments within the NHS?

55% said yes with leaflets being the preferred way to communicate them

8. Are you aware of : (YES)

Our patient information leaflets? 82% Our online service? 69% That callbacks are not meant to replace face to face appointments? 91% That interpreters can be arranged for callbacks? 73% Our extended range of onsite services? 71%

Summary of key themes from comments and suggestions:

• The majority of patients who participated in the survey indicated that they were satisfied with the level of access provided and standards of services delivered by our team

• Suggestions for improvements / developments included:

Increased use and functionality of Email communications

Enhance / promote awareness of services and operations by the use of various tools including information leaflets, patient notices, direct one to one communication (both by Reception and the GP) and through the use of email

Ensure that emergency needs are accommodated; especially for children

2012/13 PRACTICE ACTION PLAN

• Improving patient awareness To implement a comprehensive plan to improve general patient and local awareness of practice services and operations and our approach to providing healthcare. This will be delivered through the following:

Availability of easy to read, widely available promotional leaflets A core of 4 high quality and easy to read information leaflets will be provided both at the practice reception desk and at local pharmacies. There will be an information leaflet for each of the following:

Appointment information

Services and Waiting Times

Your Usual GP

Local services and Information

These leaflets will be supported by the provision of promotional and educational material through our practice waiting room screens, notice boards and website.

Establishing regular health promotion, education and general awareness sessions

A regular monthly “Awareness Afternoon” will be held in the health centre main waiting room to promote services that are available to local people. Different services will be promoted each month. This will be held on the first Tuesday of every month and be open to all local people.

A schedule of events will be promoted in new display units that will be erected on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

New quarterly GP health education and awareness sessions The practice has started quarterly health education and awareness sessions in our main waiting room. These are lead by the GPs, who give a talk and facilitate discussion and questions. These are held on Thursday afternoons between 1pm and 2pm and are open to all local people. We will be asking the PRG and patients at large for suggestions as to which topics they would like covered in future events.

A schedule of events will be promoted in new display units to be erected on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

Monthly “meet the Manager” drop in Coffee mornings The Practice Manager will be available to meet patients on a drop in or pre-arranged basis between 10am and 12noon on the last Thursday of each month. The Manager will be able to assist with queries about services, operations, our appointment system and / or any other issues that patients may wish to discuss.

This regular session will also be promoted in the new external display units, the practice noticeboard and website.

Periodical practice news updates / circulars A summary of practice developments and relevant news will be circulated to PRG members on a periodic basis. This will also be made available on the practice website and noticeboard. These updates will include summary information on changes happening within the NHS.

Reception Support and Advice The Reception and Admin Team will continue with its comprehensive training plan to improve its customer focus and to ensure that patients feel that they are accessing a helpful and supportive service; in particular understanding and reaping the benefits of our appointment system and increasing awareness of the functions that are available online.

• Improving patient access to services Over the last 12 months the practice has implemented the following:

Email access to patients’ usual GP and / or Practice Nurse for non – urgent matters.

Emergency morning walk-in access for patients aged 10 and under

Improved access to a GP for vulnerable groups by the creation of a “Walk in Access” Card system.

The patient survey indicated that whilst patients were happy with the level of access provided by the practice, a lack of awareness of practice services and its operations often hinders access. The practice will therefore continue to improve access by driving up awareness through the actions noted in the first section.

'+ The practice aims to further improve access by the following initiatives:+'

Participating in the patient “Choice” pilot This allows the practice to register patients who live outside the local area. Participating in this pilot allows people who work or frequently visit the local area to access primary health care services in a way that may better fit with their needs and commitments. It also allows vulnerable patients in particular, who have moved out of the local area, to remain registered with us – this is important as many patients say they do not want to lose established relationships with the health care professionals they are comfortable with at the practice.

Use of text messaging The practice has recently introduced the use of text messaging for communicating with patients. Primarily this is used for reminding patients of their appointments and promoting health campaigns but this facility also allows patients to cancel appointments directly or contact the practice for other reasons and purposes. The doctors and nurses also contact patients by text message about various issues.

Email “on the move” The ever growing use of mobile internet means that patients can contact the practice by email at any given time. The practice is in the process of enhancing established systems to ensure that it can meet the rapidly growing demand for email consultations and advice. All the issues that were raised through the practice survey have been incorporated into this action pan.

December 2012 The Harrow Road Health Centre Team

to:

As we look forward to building on the developments and progress achieved in 2012/13, I would like to take this opportunity to ask you all for your views on what should be our priorities for 2013/14 and also what should be included in the forthcoming 2013/14 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our keyEmphasized priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2012/13 are achieved
  • Develop further the use of technology to improve patient access
  • Establish an all year round approach to the promotion of local associated services
  • Continue to improve our Reception and Administration services and standards
  • Involve patients in national developments including GP Commissioning, CQC (Care Quality Commission) and the new GP Contract
  • Improve primary care services for children and vulnerable groups

All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know. Comments can be sent using the "Contact Us" section of this website or made in person at the practice or in writing.

Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticebaord) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in late May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

Please contact me if you have any questions or would like to discuss patient participation in more detail (use the contact us section on this website).

2012/13 Local Patient Participation Report:

Dan Redsull Practice Manager, Feb 2013

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May 2012

Our next open patient meeting will be held on Tuesday 29th May between 1pm and 2pm. This meeting will be held in our main waiting room, and all patients are invited to drop in and give their views or just to listen to the discussion.

A short question and answer session will be held towards the end of this meeting to discuss any other matters you may wish to raise.

For more information or to see a copy of our draft 2012/13 Patient Survey which will be agreed at the meeting, please ask at Reception or email us via the website.

Harrow Road Health Centre

2011 / 2012 Local Participation Report (Final Version)

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

For 2011/12 the priorities agreed with the PRG were as follows:

  • To continue to develop our appointment system to meet local needs and to improve general access
  • To widen the availability of information about our appointment system
  • To improve the awareness of services provided by our Reception Team and Practice Nurses
  • To Improve access for vulnerable groups

As we look forward to building on the developments and progress achieved in 2011/12, I would like to take this opportunity to ask you all for your views on what should be included in the forthcoming 2012/13 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2011/12 are achieved
  • Improve patient access to services and information
  • Establish group health education sessions
  • Improve Reception and Administration services and standards
  • Involving patients in national developments including GP Commissioning and CQC (Care Quality Commission) registration

All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know. Comments can be sent using the "Contact Us" section of this website or made in person at the practice or in writing.

Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticebaord) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in late May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

Please contact me if you have any questions or would like to discuss patient participation in more detail (use the contact us section on this website).

Dan Redsull Practice Manager, Feb 2012

2011 / 2012 Local Participation Report (Final Version) Attach:

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October 2011

Please see below for more information on Patient Groups.

PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES

What is happening?

Harrow Road Health Centre is combining both its current Patient Groups into a new Patient Reference Group. This group will work with the doctors and staff when considering changes and improvements to the health centre and / or its operations. The aim is to ensure that patients are involved in decisions about the range and quality of services provided and commissioned by our practice

Communication will be by mainly by email in addition to 2 open patient meetings held in May and October each year.

Patient Participation

Why involve patients?

The practice needs to know what you think should be our key priorities when it comes to looking at the services we provide you and others registered with the practice.

A list of frequently asked questions is detailed below to provide further information and guidance.

To join our Patient Reference Group please complete the attached Contact Form and hand it in / post it to Reception.

PRG Membership Form.doc

If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

Dan Redsull,Manager, Harrow Road Health Centre

PATIENT REFERENCE GROUP

Common patient questions and answers

Q Why are you asking people for their contact details?

A We would like to be able to contact people occasionally to ask them questions about the surgery, how well we are doing and to identify areas for improvement.

Q Will my doctor see what I have to say?

A This information is purely to contact patients to ask them questions about the running of the surgery, how well we are doing and ensure changes that are being made are patient focused. If your doctor is responsible for making some of the changes in the surgery he/she might see general feedback from patients.

Q Will the questions you ask me be medical or personal?

A We will only ask general questions about the practice, such as short questionnaires. No confidential medical information will be asked about.

Q Who else will be able to access my contact details?

A Your contact details will be kept safely and securely and will only be used for this purpose and will not be shared with anyone else.

Q How often will you contact me?

A Not very often – we plan to contact patients by email only 3 – 4 times per year

Q What is a patient group/patient participation group?

A This is a group of volunteer patients who are involved in making sure the surgery provides the services its patients need.

Q Do I have to leave my contact details?

A No, but if you change your mind, please let us know.

Q What if I no longer wish to be on the contact list or I leave the surgery?

A We will ask you to let us know by email if you do not wish to receive further messages.

to:

Feb 2012 - 2011/12 Local Patient Participation report. This report is now archived. Please contact the Practice for more information.

October 2011 - Information on Patient Groups. Please contact the Practice for more information.

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2012/13 Patient Survey and Draft Action Plan

We have now completed our 2012/13 Patient Survey. The results of the survey and the draft 2012/13 Practice Action Plan are detailed below. The Action Plan is specifically meant to address the key findings of the Patient Summary i.e addressing the priorities identified by patients.

to:

2012/13 Patient Survey and Practice Action Plan

We have now completed our 2012/13 Patient Survey. The results of the survey and the final 2012/13 Practice Action Plan are detailed below. The Action Plan is specifically meant to address the key findings of the Patient Summary i.e addressing the priorities identified by patients.

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Patients are encouraged to review these and to send any comments to the practice via our Email facility. Comments will be included in a final version which will be presented for approval at the next open patient meeting which will be held on:

Tuesday 4th December, between 4pm and 5pm in our Health Education Rooms.

All patients are welcome to attend this meeting. On the day please come to Reception and they will direct you to the second floor and these rooms.

The Patient Survey and Draft Practice Action Plan will also be made available for comment in the Practice Waiting Area and sent to all PRG Members.

Survey Results and Draft Action Plan:

to:

The Practice Action Plan has been agreed by the Practice Patient Reference Group and approved in an open practice patient meeting held on the 4th December.

A progress report will be circulated to PRG Members and uploaded onto this webpage early in the New Year. For more information please contact the practice.

The HRHC Team Dec 2012

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November 2012

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December 2012

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''' Summary of key themes from comments and suggestions:'''

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Summary of key themes from comments and suggestions:

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''' Establishing regular health promotion, education and general awareness sessions'''

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Establishing regular health promotion, education and general awareness sessions

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''' Monthly “meet the Manager” drop in Coffee mornings'''

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Monthly “meet the Manager” drop in Coffee mornings

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''' 2012/13 PATIENT SURVEY – SUMMARY OF RESULTS'''

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2012/13 PATIENT SURVEY – SUMMARY OF RESULTS

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Tuesday 4th December, between 4pm and 5pm in our Health Education Rooms.

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Tuesday 4th December, between 4pm and 5pm in our Health Education Rooms.

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Survey Results and Draft Action Plan:

2012/13 PATIENT SURVEY – SUMMARY OF RESULTS

to:

Survey Results and Draft Action Plan: ''' 2012/13 PATIENT SURVEY – SUMMARY OF RESULTS'''

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8. Are you aware of : YES

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8. Are you aware of : (YES)

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Summary of key themes from comments and suggestions:

to:

''' Summary of key themes from comments and suggestions:'''

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2012/13 PRACTICE ACTION PLAN

• Improving patient awareness

to:

2012/13 PRACTICE ACTION PLAN

• Improving patient awareness

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Establishing regular health promotion, education and general awareness sessions

to:

''' Establishing regular health promotion, education and general awareness sessions'''

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New quarterly GP health education and awareness sessions

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New quarterly GP health education and awareness sessions

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Monthly “meet the Manager” drop in Coffee mornings

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''' Monthly “meet the Manager” drop in Coffee mornings'''

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Periodical practice news updates / circulars

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Periodical practice news updates / circulars

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Reception Support and Advice

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Reception Support and Advice

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• Improving patient access to services

to:

• Improving patient access to services

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The practice aims to further improve access by the following initiatives: Participating in the patient “Choice” pilot

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'+ The practice aims to further improve access by the following initiatives:+'

Participating in the patient “Choice” pilot

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Use of text messaging

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Use of text messaging

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Email “on the move”

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Email “on the move”

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11-14-2012 11:13 by 194.176.105.147 -
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2012/13 Patient Survey

This years Patient Survey has now been agreed with the Practice PRG and approved at an open patient meeting. The practice invites all patients to participate in providing feedback on our services and future proposals by completing the Patient Survey. To request a copy please email us using the website email facility. Alternatively a paper copy is available from Reception.

Thank you for your support and assistance.

May 2012

Our next open patient meeting will be held on Tuesday 29th May between 1pm and 2pm. This meeting will be held in our main waiting room, and all patients are invited to drop in and give their views or just to listen to the discussion.

A short question and answer session will be held towards the end of this meeting to discuss any other matters you may wish to raise.

For more information or to see a copy of our draft 2012/13 Patient Survey which will be agreed at the meeting, please ask at Reception or email us via the website.

Harrow Road Health Centre

2011 / 2012 Local Participation Report (Final Version)

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

For 2011/12 the priorities agreed with the PRG were as follows:

  • To continue to develop our appointment system to meet local needs and to improve general access
  • To widen the availability of information about our appointment system
  • To improve the awareness of services provided by our Reception Team and Practice Nurses
  • To Improve access for vulnerable groups
to:

2012/13 Patient Survey and Draft Action Plan

We have now completed our 2012/13 Patient Survey. The results of the survey and the draft 2012/13 Practice Action Plan are detailed below. The Action Plan is specifically meant to address the key findings of the Patient Summary i.e addressing the priorities identified by patients.

Changed lines 9-19 from:

As we look forward to building on the developments and progress achieved in 2011/12, I would like to take this opportunity to ask you all for your views on what should be included in the forthcoming 2012/13 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2011/12 are achieved
  • Improve patient access to services and information
  • Establish group health education sessions
  • Improve Reception and Administration services and standards
  • Involving patients in national developments including GP Commissioning and CQC (Care Quality Commission) registration
to:

Patients are encouraged to review these and to send any comments to the practice via our Email facility. Comments will be included in a final version which will be presented for approval at the next open patient meeting which will be held on:

Deleted lines 10-19:

All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know. Comments can be sent using the "Contact Us" section of this website or made in person at the practice or in writing.

Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticebaord) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in late May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

Please contact me if you have any questions or would like to discuss patient participation in more detail (use the contact us section on this website).

Dan Redsull Practice Manager, Feb 2012

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2011 / 2012 Local Participation Report (Final Version) Attach:

to:

Tuesday 4th December, between 4pm and 5pm in our Health Education Rooms.

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Archive News:

October 2011

Please see below for more information on Patient Groups.

PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES

What is happening?

Harrow Road Health Centre is combining both its current Patient Groups into a new Patient Reference Group. This group will work with the doctors and staff when considering changes and improvements to the health centre and / or its operations. The aim is to ensure that patients are involved in decisions about the range and quality of services provided and commissioned by our practice

Communication will be by mainly by email in addition to 2 open patient meetings held in May and October each year.

Patient Participation

Why involve patients?

The practice needs to know what you think should be our key priorities when it comes to looking at the services we provide you and others registered with the practice.

Changed lines 15-22 from:

A list of frequently asked questions is detailed below to provide further information and guidance.

To join our Patient Reference Group please complete the attached Contact Form and hand it in / post it to Reception.

PRG Membership Form.doc

If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

to:

All patients are welcome to attend this meeting. On the day please come to Reception and they will direct you to the second floor and these rooms.

Changed lines 17-18 from:

Dan Redsull,Manager, Harrow Road Health Centre

to:

The Patient Survey and Draft Practice Action Plan will also be made available for comment in the Practice Waiting Area and sent to all PRG Members.

Survey Results and Draft Action Plan:

Changed lines 21-41 from:

PATIENT REFERENCE GROUP

Common patient questions and answers

Q Why are you asking people for their contact details?

A We would like to be able to contact people occasionally to ask them questions about the surgery, how well we are doing and to identify areas for improvement.

Q Will my doctor see what I have to say?

A This information is purely to contact patients to ask them questions about the running of the surgery, how well we are doing and ensure changes that are being made are patient focused. If your doctor is responsible for making some of the changes in the surgery he/she might see general feedback from patients.

Q Will the questions you ask me be medical or personal?

A We will only ask general questions about the practice, such as short questionnaires. No confidential medical information will be asked about.

to:

2012/13 PATIENT SURVEY – SUMMARY OF RESULTS

1. Do you feel you have been given adequate information as to how our appointment system works?

92% of patients said yes

2. How do you feel we could best raise awareness about the benefits of our Appointment System?

Leaflets at Reception – 51% Discussion with Reception – 29% Open patient meetings – 13% Meet the Manager – 1% Other – 5%

3. Do you think we could make any changes to our Appointment system to improve access for patients, including for more vulnerable of our Patients?

62% of patients felt access could not be improved upon.

4. Do you feel there is easy access to the doctor for your children, both on the phone and for appointments?

90% of patients felt that there was easy access

5. Would you attend open patient education sessions run by our doctors if they were relevant to you?

62% of patients said they would attend

6. Do you feel that our Reception Service is supportive, informative and helpful?

98% of patients said yes

7. Would you like more information on national developments within the NHS?

55% said yes with leaflets being the preferred way to communicate them

8. Are you aware of : YES

Our patient information leaflets? 82% Our online service? 69% That callbacks are not meant to replace face to face appointments? 91% That interpreters can be arranged for callbacks? 73% Our extended range of onsite services? 71%

Summary of key themes from comments and suggestions:

• The majority of patients who participated in the survey indicated that they were satisfied with the level of access provided and standards of services delivered by our team

• Suggestions for improvements / developments included:

Increased use and functionality of Email communications

Enhance / promote awareness of services and operations by the use of various tools including information leaflets, patient notices, direct one to one communication (both by Reception and the GP) and through the use of email

Ensure that emergency needs are accommodated; especially for children

2012/13 PRACTICE ACTION PLAN

• Improving patient awareness To implement a comprehensive plan to improve general patient and local awareness of practice services and operations and our approach to providing healthcare. This will be delivered through the following:

Availability of easy to read, widely available promotional leaflets A core of 4 high quality and easy to read information leaflets will be provided both at the practice reception desk and at local pharmacies. There will be an information leaflet for each of the following:

Appointment information

Services and Waiting Times

Your Usual GP

Local services and Information

These leaflets will be supported by the provision of promotional and educational material through our practice waiting room screens, notice boards and website.

Establishing regular health promotion, education and general awareness sessions

A regular monthly “Awareness Afternoon” will be held in the health centre main waiting room to promote services that are available to local people. Different services will be promoted each month. This will be held on the first Tuesday of every month and be open to all local people.

A schedule of events will be promoted in new display units that will be erected on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

New quarterly GP health education and awareness sessions The practice has started quarterly health education and awareness sessions in our main waiting room. These are lead by the GPs, who give a talk and facilitate discussion and questions. These are held on Thursday afternoons between 1pm and 2pm and are open to all local people. We will be asking the PRG and patients at large for suggestions as to which topics they would like covered in future events.

A schedule of events will be promoted in new display units to be erected on the front of the health centre. The schedule will also be available on the practice noticeboard and website and will be periodically cascaded to all local partners and PRG members.

Monthly “meet the Manager” drop in Coffee mornings The Practice Manager will be available to meet patients on a drop in or pre-arranged basis between 10am and 12noon on the last Thursday of each month. The Manager will be able to assist with queries about services, operations, our appointment system and / or any other issues that patients may wish to discuss. This regular session will also be promoted in the new external display units, the practice noticeboard and website.

Periodical practice news updates / circulars A summary of practice developments and relevant news will be circulated to PRG members on a periodic basis. This will also be made available on the practice website and noticeboard. These updates will include summary information on changes happening within the NHS.

Reception Support and Advice The Reception and Admin Team will continue with its comprehensive training plan to improve its customer focus and to ensure that patients feel that they are accessing a helpful and supportive service; in particular understanding and reaping the benefits of our appointment system and increasing awareness of the functions that are available online.

• Improving patient access to services Over the last 12 months the practice has implemented the following: Email access to patients’ usual GP and / or Practice Nurse for non – urgent matters. Emergency morning walk-in access for patients aged 10 and under Improved access to a GP for vulnerable groups by the creation of a “Walk in Access” Card system. The patient survey indicated that whilst patients were happy with the level of access provided by the practice, a lack of awareness of practice services and its operations often hinders access. The practice will therefore continue to improve access by driving up awareness through the actions noted in the first section.

The practice aims to further improve access by the following initiatives: Participating in the patient “Choice” pilot This allows the practice to register patients who live outside the local area. Participating in this pilot allows people who work or frequently visit the local area to access primary health care services in a way that may better fit with their needs and commitments. It also allows vulnerable patients in particular, who have moved out of the local area, to remain registered with us – this is important as many patients say they do not want to lose established relationships with the health care professionals they are comfortable with at the practice. Use of text messaging The practice has recently introduced the use of text messaging for communicating with patients. Primarily this is used for reminding patients of their appointments and promoting health campaigns but this facility also allows patients to cancel appointments directly or contact the practice for other reasons and purposes. The doctors and nurses also contact patients by text message about various issues. Email “on the move” The ever growing use of mobile internet means that patients can contact the practice by email at any given time. The practice is in the process of enhancing established systems to ensure that it can meet the rapidly growing demand for email consultations and advice. All the issues that were raised through the practice survey have been incorporated into this action pan.

November 2012 The Harrow Road Health Centre Team

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Q Who else will be able to access my contact details?

A Your contact details will be kept safely and securely and will only be used for this purpose and will not be shared with anyone else.

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Q How often will you contact me?

A Not very often – we plan to contact patients by email only 3 – 4 times per year

to:

May 2012

Our next open patient meeting will be held on Tuesday 29th May between 1pm and 2pm. This meeting will be held in our main waiting room, and all patients are invited to drop in and give their views or just to listen to the discussion.

A short question and answer session will be held towards the end of this meeting to discuss any other matters you may wish to raise.

For more information or to see a copy of our draft 2012/13 Patient Survey which will be agreed at the meeting, please ask at Reception or email us via the website.

Harrow Road Health Centre

2011 / 2012 Local Participation Report (Final Version)

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

For 2011/12 the priorities agreed with the PRG were as follows:

  • To continue to develop our appointment system to meet local needs and to improve general access
  • To widen the availability of information about our appointment system
  • To improve the awareness of services provided by our Reception Team and Practice Nurses
  • To Improve access for vulnerable groups
Changed lines 175-178 from:

Q What is a patient group/patient participation group?

A This is a group of volunteer patients who are involved in making sure the surgery provides the services its patients need.

to:

As we look forward to building on the developments and progress achieved in 2011/12, I would like to take this opportunity to ask you all for your views on what should be included in the forthcoming 2012/13 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2011/12 are achieved
  • Improve patient access to services and information
  • Establish group health education sessions
  • Improve Reception and Administration services and standards
  • Involving patients in national developments including GP Commissioning and CQC (Care Quality Commission) registration
Changed lines 187-190 from:

Q Do I have to leave my contact details?

A No, but if you change your mind, please let us know.

to:

All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know. Comments can be sent using the "Contact Us" section of this website or made in person at the practice or in writing.

Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticebaord) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in late May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

Please contact me if you have any questions or would like to discuss patient participation in more detail (use the contact us section on this website).

Dan Redsull Practice Manager, Feb 2012

Added lines 198-280:

2011 / 2012 Local Participation Report (Final Version) Attach:

Archive News:

October 2011

Please see below for more information on Patient Groups.

PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES

What is happening?

Harrow Road Health Centre is combining both its current Patient Groups into a new Patient Reference Group. This group will work with the doctors and staff when considering changes and improvements to the health centre and / or its operations. The aim is to ensure that patients are involved in decisions about the range and quality of services provided and commissioned by our practice

Communication will be by mainly by email in addition to 2 open patient meetings held in May and October each year.

Patient Participation

Why involve patients?

The practice needs to know what you think should be our key priorities when it comes to looking at the services we provide you and others registered with the practice.

A list of frequently asked questions is detailed below to provide further information and guidance.

To join our Patient Reference Group please complete the attached Contact Form and hand it in / post it to Reception.

PRG Membership Form.doc

If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

Dan Redsull,Manager, Harrow Road Health Centre

PATIENT REFERENCE GROUP

Common patient questions and answers

Q Why are you asking people for their contact details?

A We would like to be able to contact people occasionally to ask them questions about the surgery, how well we are doing and to identify areas for improvement.

Q Will my doctor see what I have to say?

A This information is purely to contact patients to ask them questions about the running of the surgery, how well we are doing and ensure changes that are being made are patient focused. If your doctor is responsible for making some of the changes in the surgery he/she might see general feedback from patients.

Q Will the questions you ask me be medical or personal?

A We will only ask general questions about the practice, such as short questionnaires. No confidential medical information will be asked about.

Q Who else will be able to access my contact details?

A Your contact details will be kept safely and securely and will only be used for this purpose and will not be shared with anyone else.

Q How often will you contact me?

A Not very often – we plan to contact patients by email only 3 – 4 times per year

Q What is a patient group/patient participation group?

A This is a group of volunteer patients who are involved in making sure the surgery provides the services its patients need.

Q Do I have to leave my contact details?

A No, but if you change your mind, please let us know.

06-21-2012 09:31 by 194.176.105.148 -
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%2012/13 Patient Survey

to:

2012/13 Patient Survey

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%May 2012

to:

May 2012

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Our next open patient meeting will be held on Tuesday 29th May between 1pm and 2pm. This meeting will be held in our main waiting room, and all patients are invited to drop in and give their views or just to listen to the discussion.

A short question and answer session will be held towards the end of this meeting to discuss any other matters you may wish to raise.

For more information or to see a copy of our draft 2012/13 Patient Survey which will be agreed at the meeting, please ask at Reception or email us via the website.

Harrow Road Health Centre

06-21-2012 09:20 by 194.176.105.148 -
06-21-2012 09:20 by 194.176.105.148 -
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%2012/13 Patient Survey

This years Patient Survey has now been agreed with the Practice PRG and approved at an open patient meeting. The practice invites all patients to participate in providing feedback on our services and future proposals by completing the Patient Survey. To request a copy please email us using the website email facility. Alternatively a paper copy is available from Reception.

Thank you for your support and assistance.

%May 2012

Added lines 22-30:

Our next open patient meeting will be held on Tuesday 29th May between 1pm and 2pm. This meeting will be held in our main waiting room, and all patients are invited to drop in and give their views or just to listen to the discussion.

A short question and answer session will be held towards the end of this meeting to discuss any other matters you may wish to raise.

For more information or to see a copy of our draft 2012/13 Patient Survey which will be agreed at the meeting, please ask at Reception or email us via the website.

Harrow Road Health Centre

05-17-2012 11:29 by 194.176.105.147 -
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Latest News:

to:

Latest News:

05-17-2012 11:28 by 194.176.105.147 -
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Latest News: Our next open patient meeting will be held on Tuesday 29th May between 1pm and 2pm. This meeting will be held in our main waiting room, and all patients are invited to drop in and give their views or just to listen to the discussion.

A short question and answer session will be held towards the end of this meeting to discuss any other matters you may wish to raise.

For more information or to see a copy of our draft 2012/13 Patient Survey which will be agreed at the meeting, please ask at Reception or email us via the website.

02-22-2012 22:19 by 81.174.250.218 -
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2011 / 2012 Local Participation Report (Final Version) Attach:local2011.12.doc

to:
02-22-2012 22:17 by 81.174.250.218 -
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Attach: local2011.12.doc

to:
02-22-2012 22:17 by 81.174.250.218 -
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Attach: local2011.12.doc

02-21-2012 12:02 by 194.176.105.138 -
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All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know.

to:

All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know. Comments can be sent using the "Contact Us" section of this website or made in person at the practice or in writing.

Changed lines 40-44 from:

Attach:

to:

2011 / 2012 Local Participation Report (Final Version) Attach:

02-21-2012 11:58 by 194.176.105.138 -
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Patient Participation Meeting

Our next patient meeting will be held on Tuesday 18th October 2011 between 1pm and 2pm, in our main waiting room.

All patients are welcome. The main focus of this meeting will be to discuss the results of our 2011 patient survey and to agree the 2011 practice action plan both of which are below. Comments and feedback can be sent electronically to the practice by the contact us section or by emailing your usual GP.

Patient’s views

2010/11 PATIENT SURVEY

SUMMARY OF RESULTS

A. Is our new appointment system is an improvement upon the previous one?

81% of patients said improvement

B. Do you feel our new appointment system has improved your access to your GP?

82% of patients said access to their GP had improved

C. Do you feel you have been given adequate information as to how the system works?

88% of patients felt they had adequate information

D. Are you aware of the services our Reception and / or our Practice Nurses can assist you with?

89% of patients felt they are aware

E. If you feel the system does not meet your needs, would you like your usual doctor to call you to discuss this in more detail?

23% of patients wanted to discuss in more detail

F. Would you like to see a morning walk in service for children under 10?

76% of patients said yes

G. Would you like to be able to email your GP about non-urgent health problems?

57% said yes

Summary of key themes from comments and suggestions:

• Information on our appointment system should be made more widely available.

• The appointment system should be more flexible for vulnerable patients

• The system should accommodate patients who cannot / or do not wish to use their mobile phone during the day

2011/12 PRACTICE ACTION PLAN

• Improving patient access to services

Introduce email access to patients usual GP and / or Practice Nurse for non – urgent matters. Emails can be sent 24 hours a day, 7 days a week and responses will be sent within set timescales.

This will be implemented by creating an email contact page on our website where patients can email their usual GP or Practice Nurse for non-urgent matters. This will then be promoted through all forms of patient contacts.

Implement emergency morning walk in access for patients aged 10 and under

Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. This will then be promoted through all forms of patient contacts.

Improve access to a GP for vulnerable groups by the creation of a “Walk in Access” Card system

Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. The GPs will discuss the particular arrangements with patients on an individual basis where appropriate. This will then be promoted through all forms of patient contacts.

• Improving patient awareness

Improve the availability of easy to read promotional material which clearly sets out how our appointment system works, and how to get the best out of it.

A comprehensive guide to our appointment system will be developed and made available in leaflet form in the patient waiting areas and at other appropriate local sites such as the local chemist. Posters will be used to promote the availability of this leaflet as will the opportunity for patients to book an appointment to see the Manager should they remain unhappy with aspects of our appointment system / available information.

This guide will be included in our new patient registration pack alongside a PRG information leaflet.

Promotional and information material will also be made available from the practice website / practice electronic screens

• Driving up standard – Reception and Admin Service

The Reception and Admin Team will develop a comprehensive training plan to improve its customer focus and to ensure that patients feel that they are accessing a helpful and supportive service.

There are no other elements that were raised through the practice survey that have not been agreed as part of this action pan.

October 2011

Please see below for more information on Patient Groups.

PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES

What is happening?

Harrow Road Health Centre is combining both its current Patient Groups into a new Patient Reference Group. This group will work with the doctors and staff when considering changes and improvements to the health centre and / or its operations. The aim is to ensure that patients are involved in decisions about the range and quality of services provided and commissioned by our practice

Communication will be by mainly by email in addition to 2 open patient meetings held in May and October each year.

Patient Participation

Why involve patients?

The practice needs to know what you think should be our key priorities when it comes to looking at the services we provide you and others registered with the practice.

to:

2011 / 2012 Local Participation Report (Final Version)

This report covers in detail the progress made by the practice, in partnership with its Patient Reference Group (PRG), towards meeting its agreed priorities.

For 2011/12 the priorities agreed with the PRG were as follows:

  • To continue to develop our appointment system to meet local needs and to improve general access
  • To widen the availability of information about our appointment system
  • To improve the awareness of services provided by our Reception Team and Practice Nurses
  • To Improve access for vulnerable groups
Changed lines 16-23 from:

A list of frequently asked questions is detailed below to provide further information and guidance.

To join our Patient Reference Group please complete the attached Contact Form and hand it in / post it to Reception.

PRG Membership Form.doc

If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

to:

As we look forward to building on the developments and progress achieved in 2011/12, I would like to take this opportunity to ask you all for your views on what should be included in the forthcoming 2012/13 Patient Survey. We need your guidance to ensure that we ask the right questions. I would like to know what you think should be our key priorities for this coming year, in particular when it comes to looking at the services we provide to you and others in the practice.

What do you think are the most important issues on which we should consult our patients in the patient survey?

After considering both local and national developments and priorities, alongside a review of practice complaints and incidents over the last year, the practice considers the following to be its main priorities:

  • Ensuring goals set in 2011/12 are achieved
  • Improve patient access to services and information
  • Establish group health education sessions
  • Improve Reception and Administration services and standards
  • Involving patients in national developments including GP Commissioning and CQC (Care Quality Commission) registration
Changed lines 28-29 from:

Dan Redsull,Manager, Harrow Road Health Centre

to:

All patients are asked to consider the above and give their views on these proposed priorities as well as highlighting any other areas that you think we should be focusing on and that should form part of our next patient survey. If you would like a further information on any of the above please let me know.

Once we have received patient comments, a revised list of priorities for the coming year and a first draft list of questions for the patient survey for will be made available (on the website, via email and also via the practice noticebaord) for patient input and further comment.

Thank you in advance for your support and assistance and I look forward to seeing you at the next open patient meeting which will take place in late May. The practice priorities and patient survey questions as agreed with the PRG / patients will be presented at this meeting for final endorsement. The details of this meeting will be made available / circulated in due course.

Please contact me if you have any questions or would like to discuss patient participation in more detail (use the contact us section on this website).

Dan Redsull Practice Manager, Feb 2012

Changed lines 40-81 from:
to:

Attach:

Archive News:

October 2011

Please see below for more information on Patient Groups.

PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES

What is happening?

Harrow Road Health Centre is combining both its current Patient Groups into a new Patient Reference Group. This group will work with the doctors and staff when considering changes and improvements to the health centre and / or its operations. The aim is to ensure that patients are involved in decisions about the range and quality of services provided and commissioned by our practice

Communication will be by mainly by email in addition to 2 open patient meetings held in May and October each year.

Patient Participation

Why involve patients?

The practice needs to know what you think should be our key priorities when it comes to looking at the services we provide you and others registered with the practice.

A list of frequently asked questions is detailed below to provide further information and guidance.

To join our Patient Reference Group please complete the attached Contact Form and hand it in / post it to Reception.

PRG Membership Form.doc

If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

Dan Redsull,Manager, Harrow Road Health Centre

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June 2011

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Our next patient meeting will be held on Tuesday 18th October between 1pm and 2pm, in our main waiting room.

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Our next patient meeting will be held on Tuesday 18th October 2011 between 1pm and 2pm, in our main waiting room.

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October 2011

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'''A comprehensive guide to our appointment system will be developed and made available in leaflet form in the patient waiting areas and at other appropriate local sites such as the local chemist. Posters will be used to promote the availability of this leaflet as will the opportunity for patients to book an appointment to see the Manager should they remain unhappy with aspects of our appointment system / available information. This guide will be included in our new patient registration pack alongside a PRG information leaflet.'''

to:

A comprehensive guide to our appointment system will be developed and made available in leaflet form in the patient waiting areas and at other appropriate local sites such as the local chemist. Posters will be used to promote the availability of this leaflet as will the opportunity for patients to book an appointment to see the Manager should they remain unhappy with aspects of our appointment system / available information.

This guide will be included in our new patient registration pack alongside a PRG information leaflet.

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'+'Harrow Road Health Centre Patient Participation Meeting'+'

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Harrow Road Health Centre Patient Participation Meeting

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'''Patient’s views

2010/11 PATIENT SURVEY

SUMMARY OF RESULTS'''

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Patient’s views

2010/11 PATIENT SURVEY

SUMMARY OF RESULTS

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This guide will be included in our new patient registration pack alongside a PRG information leaflet.

Promotional and information material will also be made available from the practice website / practice electronic screens'''

to:

This guide will be included in our new patient registration pack alongside a PRG information leaflet.'''

Promotional and information material will also be made available from the practice website / practice electronic screens

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'+Harrow Road Health Centre Patient Participation Meeting+'

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'+'Harrow Road Health Centre Patient Participation Meeting'+'

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Harrow Road Health Centre Patient Participation Meeting

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'+Harrow Road Health Centre Patient Participation Meeting+'

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Patient’s views

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'''Patient’s views

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SUMMARY OF RESULTS

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SUMMARY OF RESULTS'''

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81% of patients said improvement

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81% of patients said improvement

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82% of patients said access to their GP had improved

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82% of patients said access to their GP had improved

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88% of patients felt they had adequate information

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88% of patients felt they had adequate information

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89% of patients felt they are aware

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89% of patients felt they are aware

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23% of patients wanted to discuss in more detail

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23% of patients wanted to discuss in more detail

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76% of patients said yes

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76% of patients said yes

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57% said yes

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57% said yes

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• Information on our appointment system should be made more widely available .

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• Information on our appointment system should be made more widely available.

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2011/12 PRACTICE ACTION PLAN

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2011/12 PRACTICE ACTION PLAN

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''This will be implemented by creating an email contact page on our website where patients can email their usual GP or Practice Nurse for non-urgent matters. This will then be promoted through all forms of patient contacts.

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This will be implemented by creating an email contact page on our website where patients can email their usual GP or Practice Nurse for non-urgent matters. This will then be promoted through all forms of patient contacts.

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Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. This will then be promoted through all forms of patient contacts.''Strong

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Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. This will then be promoted through all forms of patient contacts.

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Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. The GPs will discuss the particular arrangements with patients on an individual basis where appropriate. This will then be promoted through all forms of patient contacts.Emphasized

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Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. The GPs will discuss the particular arrangements with patients on an individual basis where appropriate. This will then be promoted through all forms of patient contacts.

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Promotional and information material will also be made available from the practice website / practice electronic screens'Emphasized''.

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Promotional and information material will also be made available from the practice website / practice electronic screens'''

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There are no other elements that were raised through the practice survey that have not been agreed as part of this action pan.Emphasized

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There are no other elements that were raised through the practice survey that have not been agreed as part of this action pan.

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Harrow Road Health Centre Patient Participation Meeting

Our next patient meeting will be held on Tuesday 18th October between 1pm and 2pm, in our main waiting room.

All patients are welcome. The main focus of this meeting will be to discuss the results of our 2011 patient survey and to agree the 2011 practice action plan both of which are below. Comments and feedback can be sent electronically to the practice by the contact us section or by emailing your usual GP.

Patient’s views

2010/11 PATIENT SURVEY

SUMMARY OF RESULTS

A. Is our new appointment system is an improvement upon the previous one?

81% of patients said improvement

B. Do you feel our new appointment system has improved your access to your GP?

82% of patients said access to their GP had improved

C. Do you feel you have been given adequate information as to how the system works?

88% of patients felt they had adequate information

D. Are you aware of the services our Reception and / or our Practice Nurses can assist you with?

89% of patients felt they are aware

E. If you feel the system does not meet your needs, would you like your usual doctor to call you to discuss this in more detail?

23% of patients wanted to discuss in more detail

F. Would you like to see a morning walk in service for children under 10?

76% of patients said yes

G. Would you like to be able to email your GP about non-urgent health problems?

57% said yes

Summary of key themes from comments and suggestions:

• Information on our appointment system should be made more widely available . • The appointment system should be more flexible for vulnerable patients

• The system should accommodate patients who cannot / or do not wish to use their mobile phone during the day

2011/12 PRACTICE ACTION PLAN

• Improving patient access to services

Introduce email access to patients usual GP and / or Practice Nurse for non – urgent matters. Emails can be sent 24 hours a day, 7 days a week and responses will be sent within set timescales.

''This will be implemented by creating an email contact page on our website where patients can email their usual GP or Practice Nurse for non-urgent matters. This will then be promoted through all forms of patient contacts. Implement emergency morning walk in access for patients aged 10 and under Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. This will then be promoted through all forms of patient contacts.''Strong

Improve access to a GP for vulnerable groups by the creation of a “Walk in Access” Card system

Our internal protocols and procedures and clinical rota will be amended to accommodate this improvement to patient access. The GPs will discuss the particular arrangements with patients on an individual basis where appropriate. This will then be promoted through all forms of patient contacts.Emphasized

• Improving patient awareness

Improve the availability of easy to read promotional material which clearly sets out how our appointment system works, and how to get the best out of it.

'''A comprehensive guide to our appointment system will be developed and made available in leaflet form in the patient waiting areas and at other appropriate local sites such as the local chemist. Posters will be used to promote the availability of this leaflet as will the opportunity for patients to book an appointment to see the Manager should they remain unhappy with aspects of our appointment system / available information. This guide will be included in our new patient registration pack alongside a PRG information leaflet.

Promotional and information material will also be made available from the practice website / practice electronic screens'Emphasized''.

• Driving up standard – Reception and Admin Service

The Reception and Admin Team will develop a comprehensive training plan to improve its customer focus and to ensure that patients feel that they are accessing a helpful and supportive service.

There are no other elements that were raised through the practice survey that have not been agreed as part of this action pan.Emphasized

Please see below for more information on Patient Groups.

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HARROW ROAD HEALTH CENTRE

''' PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES'''

to:

HARROW ROAD HEALTH CENTRE

PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES

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A list of frequently asked questions is detailed below to provide further information and guidance.

to:

A list of frequently asked questions is detailed below to provide further information and guidance.

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PRG Membership Form.doc

If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

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If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

to:

Dan Redsull,Manager, Harrow Road Health Centre

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Dan Redsull,

Manager, HRHC

PATIENT REFERENCE GROUP

Common patient questions and answers

''' Q Why are you asking people for their contact details?'''

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PATIENT REFERENCE GROUP

Common patient questions and answers

Q Why are you asking people for their contact details?

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''' Q Will my doctor see what I have to say?'''

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Q Will my doctor see what I have to say?

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Q Will the questions you ask me be medical or personal?'''

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Q Will the questions you ask me be medical or personal?

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''' Q Who else will be able to access my contact details?'''

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Q Who else will be able to access my contact details?

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''' Q How often will you contact me?'''

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Q How often will you contact me?

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''' Q What is a patient group/patient participation group?'''

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Q What is a patient group/patient participation group?

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''' Q Do I have to leave my contact details?'''

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Q Do I have to leave my contact details?

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''' Q What if I no longer wish to be on the contact list or I leave the surgery?'''

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Q What if I no longer wish to be on the contact list or I leave the surgery?

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June 2011

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HARROW ROAD HEALTH CENTRE

''' PATIENT REFERENCE GROUP

HELPING US IMPROVE OUR SERVICES'''

What is happening?

Harrow Road Health Centre is combining both its current Patient Groups into a new Patient Reference Group. This group will work with the doctors and staff when considering changes and improvements to the health centre and / or its operations. The aim is to ensure that patients are involved in decisions about the range and quality of services provided and commissioned by our practice

Communication will be by mainly by email in addition to 2 open patient meetings held in May and October each year.

Patient Participation

Why involve patients?

The practice needs to know what you think should be our key priorities when it comes to looking at the services we provide you and others registered with the practice.

A list of frequently asked questions is detailed below to provide further information and guidance.

To join our Patient Reference Group please complete the attached Contact Form and hand it in / post it to Reception.

If you have general suggestions you would like to raise, you can either complete a Comments & Suggestions form (available in our patient waiting area) and give this to Reception or ask one of our Reception Team to arrange an appointment to see me.

Dan Redsull,

Manager, HRHC

PATIENT REFERENCE GROUP

Common patient questions and answers

''' Q Why are you asking people for their contact details?''' A We would like to be able to contact people occasionally to ask them questions about the surgery, how well we are doing and to identify areas for improvement.

''' Q Will my doctor see what I have to say?'''

A This information is purely to contact patients to ask them questions about the running of the surgery, how well we are doing and ensure changes that are being made are patient focused. If your doctor is responsible for making some of the changes in the surgery he/she might see general feedback from patients.

 '''

Q Will the questions you ask me be medical or personal?'''

A We will only ask general questions about the practice, such as short questionnaires. No confidential medical information will be asked about.

''' Q Who else will be able to access my contact details?'''

A Your contact details will be kept safely and securely and will only be used for this purpose and will not be shared with anyone else.

''' Q How often will you contact me?'''

A Not very often – we plan to contact patients by email only 3 – 4 times per year

''' Q What is a patient group/patient participation group?'''

A This is a group of volunteer patients who are involved in making sure the surgery provides the services its patients need.

''' Q Do I have to leave my contact details?'''

A No, but if you change your mind, please let us know.

''' Q What if I no longer wish to be on the contact list or I leave the surgery?'''

A We will ask you to let us know by email if you do not wish to receive further messages.

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