Sie sind auf Seite 1von 4

CUMBERLAND MEDICAL CENTRE

179 CUMBERLAND ROAD

PLAISTOW

LONDON E.13 8LS

PATIENT PARTICIPATION REPORT 2012-2013

VENUE OF MEETING: CUMBERLAND MEDICAL CENTRE

DATE OF PATIENT PARTICIPATION SURVEY MEETING WITH PATIENT REPRESENTATIVE GROUP: 7 th


MARCH 2013

PRACTICE ATTENDEES: DR R B GONSAI, KATHLEEN BOOTH (PRACTICE MANAGER), REENA GONSAI


(BUSINESS DEVELOPMENT MANAGER)

PATIENT PARTICIPATION SURVEY GROUP REPRESENTATIVES: PATIENT A (63 YEAR OLD WHITE MALE),
PATIENT B (41 YEAR OLD AFRO-CARRIBEAN FEMALE), PATIENT C (22 YEAR OLD WHITE FEMALE),
PATIENT D (33 YEAR OLD AFRO-CARRIBEAN MALE)

THE PATIENT REPRESENTATIVE GROUP (PRG)

Cumberland Medical Centre held it’s Patient Participation Survey Meeting on the 7 th March 2013.
Taking into account the size of the patient list at the Practice and the patient population
demographics, 4 patients were appointed to form the Patient Participation Representative Group
(PRG), the details of which are stated above. At the time of the meeting the list size was approximately
2800. The patients chosen to form the PRG were representative of the patient population at the
Practice at the date of the meeting.

Patients were chosen by placing posters in the Practice Waiting Area asking them to volunteer to be
representatives for the PRG. Letters were also sent out to patients who were known to be unable to
come into the Surgery asking them if they were interested in being a part of the Practice PRG and what
that consisted of. Patients were asked to give their name, age and contact details. Prior to this the
Practice had looked at the patient population at the Surgery and had seen that the most of the
Practice list was made up of patients from the white and afro-carribean/black ethnic groups (81%).

5 patients volunteered, of which 4 were chosen as the fifth volunteer had only been registered with
the Practice for a week prior to volunteering and it was felt that she did not have enough experience
with the Practice to be considered a good candidate for the PRG. The remaining 4 volunteers were an
accurate representation of the Practice’s patient population demographics.
THE PATIENT SURVEY QUESTIONNAIRES

The Practice used a Patient Survey Questionnaire made up of questions about the Practice, the
services it offered and how patients felt about how the Surgery was run, aswell as feedback on how
the services could be improved in any way.

125 copies of the Survey Questionnaire were printed out and distributed from 04.01.2012 –
29.01.2013. Patients were given a copy of the questionnaires when they were in the Practice or were
posted them to their home addresses if they could not attend the Surgery. Each patient who agreed to
fill out the Survey Questionnaire was asked to fill it in and return it to the Receptionists at the Practice
as quickly as possible. 125 Survey Questionnaire forms were given out, 97 were completed and
returned to the Practice. The feedback on them was collated by the PM and BDM.

The collated feedback from the patients indicated that the problems which needed addressing were as
follows:

- Seeing the GP of my choice

- Getting an appointment on the day and time that I want

- The reading material in the Practice Waiting Area

PATIENT PARTICIPATION SURVEY MEETING WITH THE PATIENT REPRESENTATIVE GROUP

The meeting was very successful. It was held with the PRG to discuss the Survey Questionnaires
feedback on the 13th March 2013. The 4 patient representatives were joined at the meeting by Dr R B
Gonsai and the Practice’s Management Team consisting of Kathleen Booth the Practice Manager and
Reena Gonsai, the Business Development Manager. All of the issues identified from the patient
feedback were discussed in detail and a timescale was given, within which the Practice intended to
deal with each of the issues. The following steps have been taken to address the issues at hand:

- The Practice has 3 GP’s and 2 Practice Nurses doing sessions at various times in the week. The
Practice has extended the session lengths on a Tuesday and Wednesday morning so that more
appointments can be offered to patients with the GP. The Practice is also now offering
additional Specialist Clinics on a Monday and Tuesday afternoon, again increasing the
opportunity to have face to face time with the GP. The Practice has 2 extended hours sessions
every week on a Monday and Tuesday evening offering patients who work the opportunity to
book a late appointment to see the GP. Patients wanting to see Dr Gonsai are informed that he
is semi-retired and only does a certain number of sessions a week. All patients who want to
see him are offered an appointment with him whenever possible or are offered appointments
with the other GP’s at the Practice. It has been found that patients are happy to wait a little
longer for an appointment to see Dr Gonsai if they really want to see him.

There are now 2 Practice Nurses at the Surgery offering late and early appointments to
patients. They are also running a number of dedicated clinics for patients with Asthma,
Diabetes, COPD etc
The Practice Opening Hours

MONDAY 8.00AM – 7.20PM

TUESDAY 8.00AM – 7.20PM

WEDNESDAY 8.00AM – 6.30PM

THURSDAY 8.00AM – 12.00PM AFTERNOON CLOSED

FRIDAY 8.00AM – 6.30PM

SATURDAY CLOSED ALL DAY

SUNDAY CLOSED ALL DAY

- There has been a lot of positive feedback from the patients since the Practice has introduced
it’s 50:50 appointment booking system. 50% of all appointments for each of the Surgery
sessions are now booked in advance with 50% being left unbooked for patients to book on the
day they want the appointment. Patients are asked to call the Practice between 8.30am-
10.00am to book an appointment on the day they need it. Although it has been noted that the
appointments go very quickly every morning, patients will be booked in to see either the GP’s
or the Practice Nurses as quickly as possible if the day’s appointments have gone when they
call the Surgery.

A major problem identified by the Practice, is that patients who book appointments are failing
to call the Practice to cancel them if they no longer need to see the GP or Nurse. This has
resulted in a lot of wasted appointments and has put a major strain on the Practice
appointment system, as patients who need an appointment and would have been seen if the
unwanted appointment had been cancelled by the patient who has booked it, are not able to
be seen. The Practice has tried to tackle this problem by putting posters up in the Waiting Area
and Consulting and Treatment Rooms asking patients to call the Surgery to cancel their
appointments if they no longer need them so that they can be offered to others. This message
has also been put onto the J X Panel in the Waiting Area. Patients who regularly do not attend
their appointments and who fail to inform the Surgery that they don’t need their appointment
are being sent letters informing them that they will be removed from the Practice list if they
continue doing it. By increasing patient awareness of this problem it is hoped by the Practice
that patients will stop failing to turn up for their appointments and will inform the Practice if
they no longer need their appointment. This will thereby increase the number of
appointments that can be offered to patients to see the Clinicians for every session.

- The Practice has up to date reading material in the Waiting Area every week as it has
subscribed to 3 weekly magazines. New magazines are also regularly given to the Practice by
patients. This has ensured that patients have up to date magazines to read whenever they are
waiting for their appointments to see the Clinicians. The Practice also ensures that the Patient
Information Leaflets available for the patients to read in the Waiting Area are all up to date
and are regularly changed.
The Clinical and Non-Clinical Staff at the Practice always find conducting the Patient Practice Survey
very useful as it ensures that we are fully aware of the issues that the patients at the Practice have and
that these issues have a forum to be identified and dealt with whenever possible. The feedback from
the Patient Representative Group has indicated that they also find it valuable as they see it as an
opportunity for patients to get their concerns heard and dealt with by the Practice Team.

Das könnte Ihnen auch gefallen