Notice Board
MAY BANK HOLIDAY CLOSURES
The surgery will be closed on Monday 6th May and Monday 27th May for the Bank Holidays.
If you need urgent medical advice whilst we are closed, you should call 1-1-1 which will connect you to the NHS 111 service. (Calls to this number are free from both mobiles and landlines).
In a life threatening medical emergency you should call 999.
SATURDAY SURGERIES
Appointments are available to be 'pre-booked' with a doctor or nurse on selected Saturday mornings. These are usually, but not always, available on alternate Saturdays. The service is primarily designed to help patients who find it difficult to get to the surgery during our normal weekday opening hours.
It should be noted that other than for the booked appointments, the surgery is closed on these days.
Saturday surgeries for May will be held on Saturday 11th May and Saturday 18th May.
28 March 2013
ANNUAL PATIENT SURVEY RESULTS 2013
Background
You may remember that last year we changed the way that we asked patients to help us by taking part in our annual patient satisfaction survey. In addition to seeking the views of patients who visited the Surgery, we also wrote to 1,000 patients asking them to let us know what they feel about the service we provide. The patients contacted were, other than all being over the age of 16, chosen at random in the hopes that this would help us to get as representative a sample of people as possible. We were keen to get the views of all of our patient groups, including those who rarely need to visit us. This proved to be successful and we decided to follow a similar approach again this year.
We undertook the survey between 18 February and 22 March 2013. The survey was open to all patients, not just those written to, and was advertised on our website and by posters within the Surgery. For the second year running, the survey was available for completion on-line in addition to the traditional paper route.
When preparing last year’s survey, we asked patients for their ideas on what areas we should include. The suggestions received were considered and, where possible, incorporated within the survey. This year we spoke to the local Engagement Manager at Norfolk CCG (Clinical Commissioning Group) who recommended that we asked the same questions this year. You may be aware that CCGs replace Primary Care Trusts at the end of March 2013.
The results have been analysed and, as promised, a summary of the findings has been produced and is published below. As part of the process we have decided to send a copy of the report to the patients who expressed an interest in being part of a Patient Reference Group for their comments. This is in the process of happening and an updated report will be posted on the website once their comments have been received.
We would like to thank those who took the time to help us by taking part in the annual survey for 2013, particularly those who indicated that they may be interested in joining a Patient Reference Group.
SURVEY ANALYSIS
Basic Demographic Information
Number of responses received: 122
Female: 53% Male: 46% Transgender: 1%
25-34: 7.5% 35-44: 18%
45-54: 18% 55-64: 26.5%
65-74: 19% 75+: 5%
Further demographic information such as ethnicity, sexual orientation and religious beliefs are available from the surgery.
Survey Results
Q.1 Your level of satisfaction with the Practice’s opening hours
Very satisfied: 64%
Fairly satisfied: 28.6%
Neither satisfied or dissatisfied: 4.9%
Fairly dissatisfied: 2.5%
Very dissatisfied: 0%
You told us:
92.6% of patients said that they were either ‘very’ or ‘fairly satisfied’ with our opening hours. This was up from 91% last year. The percentage of patients ‘fairly dissatisfied’ increased from 1.3% to 2.5%, although we didn’t have anyone say they were ‘very dissatisfied’ which 2% of respondents last year were.
Proposed Action:
We believe the message that we are open on selected Saturday mornings has not reached all of our patients. We plan to review the way this is advertised to patients, including looking again at our Practice brochure and our website.
Current Opening Hours
Week Days Reception Open Telephone Lines Open
(01603 765550)
Monday 8am – 6pm 8am – 6.30pm
Tuesday 8am – 6pm 8am – 6.30pm
Wednesday 8am – 6pm 8am – 6.30pm
Thursday 8am – 6pm 8am – 6.30pm
Friday 8am – 6pm 8am – 6.30pm
Weekends
Saturday Appointments are available to be 'pre-booked' with a doctor or nurse on selected Saturday mornings - usually, but not always, on alternate Saturdays. Whilst the appointments are open to all, they have primarily been designed to help those patients who find it difficult to get to the surgery during our normal weekday opening hours.
Saturday appointments can be booked in advance with the dates being available from Reception and also published on the Notice Board page of our website. Please note the telephone lines remain closed on Saturdays, as does the Reception desk, to all patients other than those who have a booked appointment.
Sunday Surgery closed.
Q.2 Ease of contacting the Practice on the telephone
Very satisfied: 52.5%
Fairly satisfied: 32.7%
Neither satisfied or dissatisfied: 7.4%
Fairly dissatisfied: 7.4%
Very dissatisfied: 0%
You told us:
We appreciate that being able to contact your surgery easily is something which is very important to patients and can, at peak times, be a real challenge for us. It was therefore pleasing to note that there had been a small, but nevertheless, encouraging improvement in the responses to this question with 85.2% of patients (83.1% last year) being ‘very’ or ‘fairly satisfied’.
On the other side, 7.4% were ‘fairly dissatisfied’, a slight improvement over last year.
Proposed Action:
The Practice is looking to obtain software which will enable us to analyse more accurately the number of calls received at different times of the day/week to see what improvements can be made.
It is hoped that the introduction of more on-line services will help to free up Reception time.
Q.3 Ability of booking an appointment to see a doctor or nurse within 24/48 hours
Very easy: 41.8%
Fairly easy: 36.1%
Not very easy: 15.6%
Don’t know/did not make contact: 6.5%
Q.4 Ability to book an appointment with a doctor in advance
Very easy: 35.2%
Fairly easy: 30.4%
Not very easy: 20.4%
Don’t know/did not make contact: 14%
You told us:
77.9% of you told us that you found it ‘easy’ or ‘fairly easy’ to book an appointment within 24/48 hours and 65.6% had the same experience when trying to book an appointment further ahead. The survey indicated that patients are finding it easier to book appointments in advance but are not as satisfied at being able to book an appointment within 24/48 hours as they were last year.
Proposed Action:
The above two questions are linked given the relationship between being able to book appointments in advance and at short notice. We are acutely aware that the ability to be able to do both is very important to patients, particularly for those who are working and need to be able to plan appointments around their diary.
To try to cater for this, we have a balance of ‘pre-bookable’ appointments and those that are released ‘on the day’. Pre-bookable appointments are normally available to be booked up to a month in advance. Over recent years the number of ‘pre-bookable’ appointments has steadily increased. This, coupled with our Saturday morning clinics, has made it easier to book appointments in advance. Whilst the Saturday morning clinics are open to all, they have primarily been designed to help patients who find it difficult to get to the surgery during the week.
We will continue to monitor the balance of appointments over coming months and adjust the number of ‘pre-bookable’ and ‘on the day’ appointments as necessary. Given the link between the two areas, the danger is that by improving the results from one question it will be to the detriment of the other.
Q.5 How easy have you found it to speak to a doctor over the telephone when necessary?
Very easy: 38.5%
Fairly easy: 24%
Not very easy: 5%
Don’t know/did not make contact: 32.5%
You told us:
Whilst the percentage of patients who had found it ‘easy’ to speak to a doctor over the telephone had shown a marked improvement over last year (31.9%), it was disappointing that the number of patients who were not aware of this option had also increased by over 3%.
Proposed Action:
The option of speaking to a doctor over the telephone is one that we would encourage and can often save the patient from having to visit the surgery. In addition to the convenience this brings, it also enables us to release appointments for those who need to be seen.
To ensure patients are aware of this service, we will be asking the Reception team to ask patients ringing for an appointment whether they feel their problem could be dealt with over the telephone. In addition, from time to time a message will be played over the telephone system advertising this service.
Q.6 Would you find an online appointment booking and repeat prescription ordering service useful?
Yes: 78%
No: 7.3%
Don’t know: 14.7%
You told us:
78% of patients indicated that they would find this service useful.
Proposed Action:
The Practice proposes a two-stage process initially starting by introducing an on-line repeat prescription service which will involve issuing interested patients with a username and password. It is hoped to have this in place within the next 3 months. Once the service is available it will be advertised within the Surgery, on our website and on patient prescriptions.
Depending upon the success of this, consideration will then be given to launching an on-line appointment booking service.
Q.7 During my most recent consultation with a doctor or nurse I would rate my overall satisfaction with the visit as…..
Very satisfied: 71.5%
Fairly satisfied: 21.2%
Neither satisfied or dissatisfied: 3.25%
Fairly dissatisfied: 3.25%
Very dissatisfied: 0.8%
You told us:
92.7% of patients surveyed said that they were either ‘very satisfied’ or ‘fairly satisfied’ with their most recent consultation at the surgery. This compares with 88.8% last year. Just over 4% were ‘dissatisfied’ which was a reduction from 5.6% last year.
Proposed Action:
As part of the GPs revalidation process, they will all need individual surveys undertaken in due course. This will enable us to look at the results for each GP to see if there are any specific areas for improvement which can be worked upon.
Q.8 The manner in which you are treated by the reception staff, either face to face or over the telephone is….
Very satisfied: 74.5%
Fairly satisfied: 19%
Neither satisfied or dissatisfied: 3.3%
Fairly dissatisfied: 2.5%
Very dissatisfied: 0.7%
You told us:
Out of the 122 responses, 114 (93.5%) patients told us that they were either ‘very’ or ‘fairly satisfied’ with the way that they are treated by members of the Reception team. This is a very slight drop of just under 1% from last year. What is encouraging is that those who are ‘very satisfied’ increased by over 5% to 74.5%.
The number of patients ‘dissatisfied’ increased by 1% to 3.2% and, whilst this is a concern, it should be kept in context that this was the experience of 4 respondents.
Proposed Action:
Firstly, to thank the Reception team for both the hard work and professionalism that these results show they consistently demonstrate each day. Good service is crucial to the success of the surgery and training on this will be provided.
Q.9 If, in the future, the Surgery set up a Patient Reference Group would you be interested in taking part in this?
Yes: 35.25%
Thank you to those who responded positively to this question. We may well be in touch with you regarding this in the future.
Patient Reference Groups (PRG)
Patients participating in the Practice's annual patient survey were given the opportunity to express an interest in joining a Patient Reference Group (PRG), should one be set up in the future.
A PRG is a virtual group of patients who agree to the Practice contacting them via email to assist with the development and improvement of services supplied by the Practice. The PRG would be a broadly representative sample of the Practice population
The information needed by Practices can be in the form of patient feedback surveys/information gathering or by inviting members to meetings to discuss the issues face-to-face where it is felt more appropriate.
If any of our patients feel this is something they may like to become involved in at some future time, you may wish to email your contact details to Lakenham.surgery@nhs.net. Thank you.
NHS Health Checks
In partnership with NHS Norfolk we are taking part in a new disease prevention programme specifically for patients aged 40 to 74.*
We know that the risk of developing conditions like heart disease, stroke and type 2 diabetes increases with age. The good news is that these conditions can be prevented.
The health check includes:
- Blood pressure measurement
- Height and weight
- A lifestyle assessment, which is designed to show how diet and exercise can affect your health.
- A simple blood test to check cholesterol and/or blood sugar levels
The check is undertaken by one of our practice nurses and normally lasts approximately 20 minutes. In addition it will be necessary to have a blood test at the surgery 7 days before the health check.
If you would like to have a health check please speak to a member of the reception team.
* Some patients in this age group are not eligible for a NHS Health Check. This is because they will have the blood tests and advice as part of the care they receive for their existing medical conditions. Any patient who would like general advice on their health is very welcome to make an appointment with one of the nurses.
Summary Care Records
The NHS is currently modernising the way that patients health information is both stored and managed with part of this process being the introduction of 'Summary Care Records' (SCR). Lakenham was the first surgery in the county to introduce Summary Care Records for it's patients.
Summary Care Records are an electronic record of a patients medical history. Initially SCRs will hold basic information such as any medication currently being taken, any known allergies and whether in the past the patient has had an adverse reaction to treatment. In time it is expected that the information held will build to include other appropriate health related issues.
The aim of the scheme is to help provide better and safer healthcare giving any authorised healthcare professional access to the SCR. There are clear policies in place as to who (and under what circumstances) can access the information. Anyone who registers with the practice will automatically benefit from having a SCR unless they decide to 'opt-out' of the scheme. Details of how to do this are available at reception.
Further information is available from www.nhscarerecords.nhs.uk or bv contacting the NHS Norfolk Patient Advice and Liaison Service on 0800 587 4132 (email:pals@norfolk.nhs.uk). Advisers are available on weekdays between 9am and 5pm.
