star lane medical centre · star lane medical centre. all thought that the results of the survey...

Star Lane Medical Centre

Profile of PPG members Approximately 10, all over 35. Male and female. Varied ethnic groups. Retired, unemployed and working.

How ensured registered patient population represented in PPG

Posters in the waiting rooms. On Jayex electronic calling system. At new registration appointment. Notice on freestanding sandwich board at the entrance to the surgery. In the surgery booklet. Opportunistically.

Discussed findings & set action plan

18th February 2014. To investigate practical ways to increase the demographic of the PPG To look at the logistics of attaching a board to the railings outside the surgery stating vital surgery information e.g what to do when the surgery is closed in the event of a medical emergency; ways in which to book an appointment, particularly outside surgery hours etc. To try to keep the website regularly updated To aim to install a better telephone system as soon as possible. Notes on the action plan Main issue arising was telephone access. Agreed that a new system is needed, with extra services available. Quotes have been obtained for discussion at a Partners’ meeting. To improve patient information about new methods of making appointments – details could be displayed outside the building. All believed that there has been a general improvement at Star Lane Medical Centre. All thought that the results of the survey should show a comparison with national figures and medical centres with a similar demographic, for a true picture to be drawn.

Opening Hours &Extended Hours

Monday 07:40 - 19:00 Tuesday 08:00 - 19:00 Wednesday 08:00 - 19:00 Thursday 08:00 - 18:00 Friday 08:00 - 19:00 Extended hours (Wednesdays) 18:30 - 20:30 Saturday and Sunday closed Extended Hours Service This offers GP appointments in the evenings and on Saturdays. If you would like to book one of these appointments, please call 0207 511 2075, Monday to Friday between 09:00 and 18:00. These appointments will not necessarily be held at this surgery. Star Lane Medical Centre currently offers the Extended Hours on Wednesday evenings only.

Website address www.StarLaneMedicalCentre.nhs.uk

SECOND PPG MEETING NOTES/ MINUTES

Meeting of the PPG on 18th February 2014 1. All present were confused with regard to the figure with which the surgery was

being compared. Was this a national figure, a cluster figure or a Newham-wide figure? We could not find anything to inform us about this ambiguity.

2. The group thought that it would give a truer picture if the survey was completed over a longer time – perhaps over a 2 week period.

3. The question numbering was thought to be confusing too. 4. Where a result shows ‘never’ - does this mean that the patient answering the survey

had never tried whatever the question is asking, or that they have never been able to achieve it – e.g ‘Speak to a GP on the ‘phone instead of coming in’?

5. Each result of the survey was looked at and discussed. With regard to making appointments, it was agreed that some patients may still be unaware of the various options available to them. It was decided that, in addition to what we already do, we could try attaching an information board to the outside of the building on the railings near the entrance.

6. A new telephone system was discussed as the current one is obsolete now and is inadequate. The P.M. said that quotes have been obtained for a new system, but the budget that might have been available to do this had to be spent on new seating for the surgery, following recommendations from the infection control inspectorate about having non material seats. It is, however, still viewed as a priority, as it results in the greatest number of complaints from patients.

7. Many results indicate a baffling lack of awareness of surgery policies and procedures. Is this because they don’t attend surgery often or they haven’t bothered to read the literature that is available when new systems are introduced or, perhaps, they struggle with English? We decided that this was a topic for a fuller discussion at a PPG meeting.

8. Question re the waiting room: all would appreciate magazines in the waiting room. However we explained that, based on past experience, these then get ripped up on a daily basis and strewn over the floor. There is an infection control issue regarding this, too

9. Question regarding the complaints procedure – it was thought that this was very badly worded and the results, therefore, mean nothing. It was suggested that the question should have read ‘If you’ve had cause to complain, were you satisfied with the complaints procedure?’ This general complaint about the wording of questions links with point 4 (above) and was strongly felt by all members of the group.

10. Overall, the group has seen an improvement in the service offered at the surgery, but are aware of areas of weakness that need to be addressed. The action plan agreed was:

To investigate practical ways to increase the demographic of the PPG

To look at the logistics of attaching a board to the railings outside the surgery stating vital surgery information e.g what to do when the surgery is closed in the event of a medical emergency; ways in which to book an appointment, particularly outside surgery hours etc.

To try to keep the website regularly updated

To aim to install a better telephone system as soon as possible.

NOTES ON RESULTS

These are the total results from all practices and your own practice.

You will need to look at last year’s report to see your practice has improved or not over the last year

If you have any queries about the report please email [email protected]

Q1. Frequency of the following happening - Get through when I need to on the telephone

Total Star Lane Medical Centre

Total 2800 256

All answering 2627 250

Always 674 30

26% 12%

Sometimes 1015 75

39% 30%

Occasionally 579 78

22% 31%

Hardly ever 261 48

10% 19%

Never 98 19

4% 8%

Not stated 173 6

6% 2%

Q1. Frequency of the following happening - Get an appointment on the day and time that I want


Total 2800 256


Always 518 36

19% 14%

Sometimes 965 106

36% 42%

Occasionally 709 64

26% 26%

Hardly ever 346 33

13% 13%

Never 176 11

6% 4%

19% 18%

mailto:[email protected]

Q1. Frequency of the following happening - Book an appointment in advance instead of calling back nearer the time

All respondents.


Total 2800 256


Always 757 61

29% 25%

Sometimes 876 74

33% 30%

Occasionally 619 68

23% 28%

Hardly ever 227 29

9% 12%

Never 167 15

6% 6%

Q1. Frequency of the following happening - See the GP of my choice

All respondents.


Total 2800 256


Always 863 72

32% 29%

Sometimes 932 97

34% 39%

Occasionally 557 54

21% 22%

Hardly ever 214 12

8% 5%

Never 139 14

5% 6%

Q1. Frequency of the following happening - Speak to a GP on the phone instead of coming in


Total 2800 256


Always 455 34

18% 15%

Sometimes 469 45

19% 20%

Occasionally 562 44

22% 19%

Hardly ever 411 38

16% 17%

Never 616 69

25% 30%

Q1. Frequency of the following happening - Get an emergency appointment on that day



Always 683 55

27% 24%

Sometimes 676 53

26% 23%

Occasionally 551 59

21% 25%

Hardly ever 307 30

12% 13%

Never 351 35

14% 15%

Q1. Frequency of the following happening - I am seen by my GP within 10 minutes of my appointment


Total 2800 256


Always 480 34

18% 14%

Sometimes 831 103

31% 41%

Occasionally 704 76

26% 30%

Hardly ever 381 18

14% 7%

Never 283 20

11% 8%

Q1. Frequency of the following happening - I am treated with dignity and respect by my GP, nurses and other health professionals


Total 2800 256


Always 1866 158

68% 63%

Sometimes 695 69

25% 28%

Occasionally 138 15

5% 6%

Hardly ever 29 6

1% 2%

Never 22 2

1% 1%

Q1. Frequency of the following happening - I am treated with dignity and respect by receptionists and other non-clinical staff



Always 1748 134

64% 54%

Sometimes 688 77

25% 31%

Occasionally 199 24

7% 10%

Hardly ever 44 10

2% 4%

Never 33 2

1% 1%

Not stated 88 9

3% 4%

Q1. Frequency of the following happening - You can discuss more than one problem with your GP during an appointment


Total 2800 256


Always 1207 109

44% 45%

Sometimes 756 59

28% 24%

Occasionally 439 37

16% 15%

Hardly ever 175 22

6% 9%

Never 151 16

6% 7%

Q2. Satisfaction with Their opening hours


Total 2800 256


Very satisfied 1444 132

56% 56%

Fairly satisfied 880 76

34% 32%

Neither/nor 163 15

6% 6%

Fairly dissatisfied 66 10

3% 4%

Very dissatisfied 35 3

1% 1%

Not stated 212 20

8% 8%

Q2. Satisfaction with The waiting room (number of chairs, magazines, music, TV, more/ better toys for children etc)


Total 2800 256



44% 52%


37% 34%

Neither/nor 292 17

11% 7%


6% 5%


3% 1%

Not stated 94 12

3% 5%

Q2. Satisfaction with Information about the complaints procedure




34% 32%


32% 29%

Neither/nor 647 61

26% 27%


5% 7%


3% 5%

Q2. Satisfaction with Information given about repeat prescriptions


Total 2800 256



47% 46%


33% 33%

Neither/nor 380 37

15% 17%


3% 3%


2% 2%

Not stated 219 32

Q2. Satisfaction with How information is given – posters, jayex boards/LED display (scrolling info on a screen), leaflets etc




46% 46%


38% 35%

Neither/nor 317 36

12% 15%


2% 2%


1% 2%

Q2. Satisfaction with Level of privacy when speaking to a receptionist in person




36% 34%


36% 35%

Neither/nor 397 38

15% 16%


8% 12%


4% 3%

Q2. Satisfaction with Satisfaction with blood test experience




44% 44%


32% 34%

Neither/nor 426 34

17% 15%


4% 5%


2% 3%

Q3 1. Whether used Extended Hours Service - Used the Extended Hours service already - in the evening



Yes, I have used it 718 70

29% 31%

Yes, someone in my family has used it 325 35

13% 15%

No 1477 127

59% 56%

Q3 2. Whether used Extended Hours Service - Used the Extended Hours service already – on a Saturday morning


Total 2800 256



18% 17%


14% 11%

No 1687 160

69% 73%

Q3 3. Whether used Extended Hours Service - Use the Extended Hours service – in the evening


Total 2800 256



23% 26%


13% 13%

No 1506 129

65% 61%

Q3 4. Whether used Extended Hours Service - Use the Extended Hours service – on a Saturday morning


Total 2800 256



18% 21%


12% 12%

No 1577 142

71% 68%

Q4. If you, or someone in your family have used the Extended Hours Service how satisfied where you/they with the whole experience?


Total 2800 256



22% 23%


23% 18%

Nether / nor 239 23

10% 11%


3% 1%


1% 2%

Not used the Extended hours Service 919 98

40% 46%

Q5. Reasons for rating of Extended Hours experience


Total 2800 256


Convenient/ fast/ smooth/ relaxed service 121 14

26% 35%

GP was very good/ listened/understanding etc 102 5

22% 13%

Can see a doctor quickly 68 0

15% 0%

Good/ great/ excellent service 65 9

14% 23%

Problems with GP 33 2

7% 5%

Work/ school/ an alternative 32 1

7% 3%

Lack of personal history/ no access to notes 27 3

6% 8%

Waited a long time to be seen 21 1

5% 3%

Problems with reception 19 3

4% 8%

Reception - positive comments 17 1

4% 3%

Appointment with GP - far away/ long distance 15 2

3% 5%

Not good/ had a bad experience 12 4

3% 10%

My notes are electronically available here 1 0

0% 0%

Other 1 0

0% 0%

Q6. Awareness/ usage of Electronic Prescription Service


Total 2800 256


Yes, I use it already 728 89

33% 41%

Yes, but don't use it 708 59

32% 27%

Not heard of the service 788 67

35% 31%

Q8/9/10. Other comments about GP services


Total 2800 256


Positive - GP is friendly/ helpful/ explains well/ listens - postive comments

845 81

55% 55%

Negative - Appointments run late/ wait too long even with an appointment

244 15

16% 10%

Positive - Reception staff are helpful/ friendly - positive comments

167 14

11% 10%

Negative - Receptionists - rude/ unhelpful/ impolite - negative comments

122 14

8% 10%

More staff/appointments needed - GPs, Nurses, Health Visitors etc

103 5

7% 3%

Negative - Improved booking/ appointment systems 97 6

6% 4%

Negative - Waiting room improvements - bigger/ more space/ more seats/ TV/ water/ cleaner/ redecorate etc

95 5

6% 3%

Negative - Get appointments faster/ hard to get an appointment 88 1

6% 1%

Negative - Answer the phone when I call 79 4

5% 3%

Negative - More evening or Saturday appointments 70 7

5% 5%

Negative - Can't get through on the phone 68 7

4% 5%

Negative - Need/ should be able to discuss more than one problem/need more time/need more time

68 2

4% 1%

Negative - GPs are rude/ unhelpful/ impolite - negative comments

57 9

4% 6%

Positive - I can always get an emergency appointment 47 4

3% 3%

Negative - I would like to make an appointment on the day and the time that I need to

38 8

2% 5%

Negative - I would like to be able to see my GP when I need to 38 4

2% 3%

Negative - Reception should be more private/ queues are too long

35 7

2% 5%

Providing information/ resources etc 33 2

2% 1%

Positive - Very easy to get an appointment 31 6

2% 4%

Negative - I would like to make an appointment in advance rather than having to call back

28 3

2% 2%

Positive - My GP is excellent 22 2

1% 1%

Negative - Email or alternative method of contact/ on-line booking etc

19 3

1% 2%

Negative - GPs calling back - they don't ring/ missed calls etc 19 1

1% 1%

Positive - Repeat prescriptions - good service/blood tests are good etc

19 0

1% 0%

Negative - Childrens/ play area needs improving - buggy area/ more toys/ more facilities/ baby changing etc

18 2

1% 1%

Positive - Appointment reminders are good/ need reminders 16 2

1% 1%

Positive - nurse comment 16 0

1% 0%

Positive - Appointments are kept to time 11 2

1% 1%

Negative - Blood tests on site 9 2

1% 1%

Ticket machine/ touch screens 7 5

0% 3%

Other 129 17

8% 12%

Nothing - they are doing a good job already 26 6

2% 4%

Not stated 1254 110

45% 43%

NETS

Total GP 950 89

61% 61%

Positive GP 862 83

56% 57%

Negative GP 142 12

9% 8%

Total Receptionist 324 31

21% 21%

Positive Receptionist 184 14

12% 10%

Negative Receptionist 153 20

10% 14%

Total Appointment 712 65

46% 45%

Positive Appointment 94 12

6% 8%

Negative Appointment 652 56

42% 38%

Total Waiting Room 108 6

7% 4%

Negative Waiting Room 108 6

7% 4%

Nurse 16 0

1% 0%

More resources 40 7

3% 5%

Q11. Gender



Male 958 92

40% 43%

Female 1425 122

60% 57%

Q12. Age



Under 18 52 2

2% 1%

18 – 24 years 270 31

11% 13%

25 – 34 years 656 57

26% 25%

35 – 44 years 573 36

23% 16%

45 – 54 years 457 39

18% 17%

55 – 64 years 298 37

12% 16%

65 – 74 years 147 25

6% 11%

75 – 84 years 49 4

2% 2%

85 plus years 11 1

0% 0%

Q13. Ethnic Group



White English / Welsh / Scottish / Northern Irish /British 547 73

22% 33%

Any other white background – Irish/ Traveller/ Polish/ other Eastern European

187 26

8% 12%

Any other Mixed / multiple ethnic background 96 7

4% 3%

Black / African / Caribbean/ Any other background 510 60

20% 27%

Indian/ Pakistani/ Bangladeshi/ Chinese/ Any other Asian background

1013 38

41% 17%

Any other ethnic group 77 12

3% 5%

Prefer not to say 62 4

2% 2%

Q14. Employment Status



Full-time or part-time paid work 1156 106

48% 49%

Full-time education at school, college or university 206 14

9% 6%

Unemployed 246 24

10% 11%

Retired 230 30

10% 14%

Permanently sick or disabled 129 14

5% 6%

Looking after the home/ children/ carer 326 18

14% 8%

Doing something else 97 10

4% 5%

Q15. Carer



No 2350 216

84% 84%

Yes – 1 – 16 hours a week 201 13

7% 5%

17 – 35 hours per week 114 7

4% 3%

More than 35 hours per week 135 20

5% 8%

Q16. Whether suffers from any long-term conditions



High blood pressure 453 56

23% 31%

Asthma 315 26

16% 14%

Arthritis/ joint problems 293 33

15% 18%

Diabetes 268 24

14% 13%

Angina/ heart disease 102 6

5% 3%

COPD 39 6

2% 3%

Cancer (last 5 years) 29 4

1% 2%

No long term condition 259 65

13% 36%

Other 706 15

36% 8%

Q17. Frequency of visiting surgery



Frequently – once a month or more often 599 64

27% 31%

Occasionally – every 2 or 3 months 973 83

45% 40%

Sometimes – every six months or so 428 37

20% 18%

Rarely – once a year or less 183 21

8% 10%

Q18. Recommending surgery


Total 2800 256


Definitely recommend 1187 109

53% 52%

Probably recommend 604 59

27% 28%

Wouldn't recommend 384 34

17% 16%

Don't know 53 7

Q19. Whether knows if practice has a PPG



Yes, am a member 147 12

7% 7%

Yes, did know 379 44

17% 24%

No, didn't know 1720 125

77% 69%

star lane medical centre · star lane medical centre. all thought that the results of the survey...

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