Slaidburn Country Practice

Friends of Slaidburn Country Practice

 

The Friends of Slaidburn Country Practice are a valued group of local people who advise and support us.They raise money to purchase new equipment ensuring that we are able to provide services and treatments using the most  up to date and modern equipment. Over the years they have raised thousands of pounds to provide us with defibrillators, comfortable seating for the waiting room, treatment room equipment including hydraulic chair/couch. They also act as a representative voice of the patients in helping to shape our services.

They meet quarterly at the Health Centre with the AGM held in October of each year.

If you are interested in becoming a 'Friend of Slaidburn Country Practice' please contact Mrs D Pearson - Chairman - 01200 446169

 

Committee

Slaidburn
Mrs D Pearson (Chairman)	01200 446169
Mrs J Lawson (treasurer)
Mrs G Raw
Bolton by Bowland
Mrs J Lilburn
Mrs A Pickard
Newton in Bowland
Mrs A Grimes (Secretary)
Mrs J Schofield
Mrs E Thornber
Dunsop Bridge
Mrs J Carr
Chatburn and Grindleton
Mrs J Smalley
Tosside
Miss I Parsons

 

 

Slaidburn Country Practice Patient Participation Group Report 2012-13

 

Formation

 

Slaidburn Country Practice has had a Friends of Slaidburn Country Practice group since the 1990s. This group consisting of patients registered at the practice was formed to support the practice by being a representative voice of the patients and helping to raise funds to buy equipment to enhance the patient experience.

 

Slaidburn Country Practice is a small, single-handed rural practice with patients spread across the Hodder Valley and indeed has one of the largest catchment areas in the country. Taking this into consideration the Friends chose to seek members from each of the main villages in the area as they felt that this was the best way to represent the practice population.

 

In October 2011 at a special meeting of the Friends all patients registered at the practice were invited to attend a meeting to determine whether to reconstitute the Friends as a Patient Participation Group. This subsequent meeting decided to form such a group keeping the well respected name of Friends of Slaidburn Country Practice and a constitution was adopted.

 

 

The membership of the Friends is not ideally representative in terms of age or gender grouping even though we have actively encouraged younger people and men to join. The practice population has almost equal numbers of men and women although at present the Friends has three and a half times more women members than men. While there are no members under 25 years of age the 25-34 age group is well represented as is the 65-74 group. The practice population does not contain any large specific care group, with the numbers of patients in nursing homes, with learning disabilities, drug users and registered carers all in single figures, although several carers have been approached and asked to join the patient participation group. In terms of ethnicity the practice population is almost totally white British as is the Friends.

 

The membership of the Friends is very representative in that it is spread across the area with patients from all the main village localities. It continues to be a very active, enthusiastic and well informed group.

 

Membership of the group continues to be actively promoted on notice boards within the Health Centre and in the regular News from the Surgery articles printed in the local Villager magazine.

 

 

Survey

 

On Wednesday 31^st October 2012 at a meeting of the Friends of Slaidburn Country Practice questions to be included in the yearly patient questionnaire were discussed.

It was decided to use the questionnaire used in previous years to be able to compare patient opinion regarding

• the appointment system

• the staff

• satisfaction with the consultation

• satisfaction with the practice in general

It was decided to also include new questions regarding

• access to a male GP perhaps once a month

• car parking facilities

 

 

The survey was completed in the weeks following 5^th February 2013 with 70 questionnaires being given out and 62 being returned.

 

 

On Wednesday 6^th March 2013 a meeting with representatives of the Friends of Slaidburn Country Practice was held and the survey results discussed together with comparison with the previous year’s results.

The representatives of the Friends thought the results were excellent with nothing new being highlighted.

The survey showed that only a small percentage felt they would like to have access to a male GP and so at the present time this is not a priority.

Parking is somewhat of a problem. When the surgery has had to have blue light ambulances, they have had difficulty turning round and parking. The Friends were also concerned with the speed of traffic past the Health Centre, particularly large tractors. It was felt that if there was any chance of any funding in the future then an approach should be made to the local landowner to see if there was any opportunity to extend the car parking facilities.

 

 

In answer to questions asked by the CCG (Clinical Commissioning Group) as part of the Primary Care Strategy, responses were as follows:

“What in your opinion are the 3 most important things about your GP practice?” The Friends answered:-

1. It is very important to have a local Health Centre. The importance of local health care was highlighted when it took ¾ hour for a blue light ambulance to get to the Health Centre.

2. The Friends felt it was important for the Health Centre to be able to offer a range of services. This included having a dispensary so that patients don’t have to travel to collect prescriptions and having a treatment room which enables treatment of minor injuries and minor surgery.

3. It is good to have access to a GP five days a week. If we became a satellite clinic for a larger practice then there may not be a GP available 5 days a week.

In response to the question “What one thing would improve your experience of your GP Practice?” the Friends thought the current service provided was excellent and that it was important to maintain this.

 

 

Action Plan

 

The action plan following this meeting was that the practice continue to provide services to as high a standard as possible and monitor this with further audit and that the Friends continue to provide advice and promote participation.

 

 

 

 

Patient survey from Slaidburn Country Practice,

using the General Practice Assessment Questionnaire (GPAQ) for 2012/13

 

Date: 28 March 2013

 

Contents:

 

How the survey was carried out

Summary of results

GPAQ report questions

Demographics

Appendix 1. Background to the GPAQ questionnaire

Appendix 2. Guidance on how to use the results of the questionnaire to improve care in your practice

References

 

 

 

 

How the survey was carried out

 

A meeting was held with the Patient Participation Group, The Friends of Slaidburn Country Practice on Wednesday 31^st October 2012. The questions to be used in the questionnaire were discussed. It was decided to use GPAQ Version 3 Questionnaire. After discussion with the Patient Participation Group it was decided to add questions about whether patients would like to see a male GP at the practice for perhaps half a day a month and about the car parking facilities at the Health Centre. The questionnaire was then produced to take into account these amendments.

A poster was produced explaining the survey and this was displayed in the surgery. A box was placed in the surgery into which completed questionnaires could be returned confidentially. 70 copies of the questionnaires were made.

Beginning on 5^th February 2013 all patients who attended the surgery (except temporary residents and patients under 16 years of age) were given a questionnaire to complete. If they could not complete the questionnaire whilst in the surgery, they were given a stamped addresses envelope to return the questionnaire to the surgery once completed. This process was continued over the following week. 62 questionnaires were returned.

The results of the questionnaire were summarised and transferred into this report.

 

 

 

 

GPAQ report questions

 

Some GPAQ questions ask about specific experiences, or ask the patient for specific information. The responses to these questions are summarised here.

 

The following questions were about the receptionists and appointments.

 

How helpful do you find the receptionists at your GP practice?

 

57	Very helpful
4	Fairly helpful
	Not very helpful
	Not at all helpful
	Don’t know

 

How easy is it to get through to someone at your GP practice on the phone?

 

51	Very easy
11	Fairly easy
	Not very easy
	Not at all easy
	Don’t know
	Haven’t tried

 

How easy is it to speak to a doctor or nurse on the phone at your GP practice?

 

28	Very easy
14	Fairly easy
	Not very easy
1	Not at all easy
1	Don’t know
18	Haven’t tried

 

If you need to see a GP urgently, can you normally get seen on the same day?

 

53	Yes
1	No
7	Don’t know/never needed to know

How important is it to you to be able to book appointments ahead of time in your practice?

 

49	Important
12	Not important

 

How easy is it to book ahead in your practice?

 

53	Very easy
6	Fairly easy
	Not very easy
	Not at all easy
	Don’t know
3	Haven’t tried

 

How do you normally book your appointments at your practice? Patients were asked to tick all the boxes that apply.

 

11	In person
61	By phone
	Doesn’t apply

 

Which of the following methods would you prefer to use to book appointments at your practice? Patients were asked to tick all the boxes that apply.

 

12	In person
59	By phone
7	Online
2	Doesn’t apply

 

The following questions refer to when the patient wanted to see the doctor.

 

How quickly do you usually get seen?

 

50	Same day or next day
6	2 – 4 days
	5 days or more
2	I don’t usually need to be seen quickly
3	Don’t know, never tried

 

 

How do you rate this?

 

42	Excellent
15	Very good
1	Good
	Fair
	Poor
	Very poor
3	Does not apply

 

How long did you wait for your consultation to start after your appointment time?

 

25	Less than 5 minutes
30	5 -10 minutes
3	11 – 20 minutes
	21 – 30 minutes
	More than 30 minutes
1	There was no set time for my consultation

 

How do you rate this?

 

29	Excellent
25	Very good
4	Good
	Fair
	Poor
	Very poor
1	Does not apply

 

If a male doctor was available half a day a month, would you prefer to use this clinic?

 

3	Yes, definitely
9	Yes, probably
28	No, probably not
3	No, Definitely not
14	Don’t know

 

 

 

 

 

The following questions are about opening hours

 

Is the practice open at times that are convenient to you?

 

58	Yes
2	No
	Don’t know

 

Which of the following additional opening hours would make it easier for you to see or speak to someone? Patients were asked to tick all the boxes that apply.

 

8	Before 8.00am
2	At lunchtime
10	After 6.30pm
16	On a Saturday
1	On a Sunday
15	None of these

 

How do you find car parking at the Health Centre?

 

8	Very easy
32	Fairly easy
16	Not very easy
2	Not at all easy
	Don’t know
2	Haven’t tried

 

The following questions are about how good the doctor was the last time the patient saw them. If patients hadn’t seen a doctor in the last 6 months they were asked to skip to the questions about seeing the nurse.

 

Giving you enough time

 

47	Very good
6	Good
2	Fair
	Poor
	Very poor
1	Does not apply

 

 

 

 

Listening to you

 

48	Very good
6	Good
2	Fair
1	Poor
	Very poor
1	Does not apply

 

Explaining tests and treatments

 

40	Very good
12	Good
4	Fair
	Poor
	Very poor
2	Does not apply

 

Involving you in decisions about your care

 

43	Very good
9	Good
2	Fair
	Poor
	Very poor
4	Does not apply

 

Treating you with care and concern

 

45	Very good
8	Good
3	Fair
	Poor
	Very poor
2	Does not apply

 

Did you have confidence and trust in the doctor you saw or spoke to?

 

48	Yes definitely
8	Yes, to some extent
	No, not at all
2	Don’t know/can’t say

The following questions are about how good the nurse was the last time the patient saw them. If patients hadn’t seen a nurse in the last 6 months they were asked to skip to the demographic questions.

 

Giving you enough time

 

49	Very good
6	Good
1	Fair
	Poor
	Very poor
	Does not apply

 

Listening to you

 

46	Very good
9	Good
1	Fair
	Poor
	Very poor
	Does not apply

 

Explaining tests and treatments

 

50	Very good
4	Good
1	Fair
	Poor
	Very poor
1	Does not apply

 

Involving you in decisions about your care

 

34	Very good
14	Good
1	Fair
	Poor
	Very poor
3	Does not apply

 

 

 

 

Treating you with care and concern

 

43	Very good
9	Good
1	Fair
	Poor
	Very poor
1	Does not apply

 

Did you have confidence and trust in the nurse you saw or spoke to?

 

50	Yes definitely
3	Yes, to some extent
1	No, not at all
	Don’t know/can’t say

 

The following questions refer to the care patients get from doctors and nurses. The questions

 

How well does the practice help you to understand your health problems?

 

56	Very well
2	Unsure
	Not very well
2	Does not apply

 

How well does the practice help you to cope with your health problems?

 

54	Very well
2	Unsure
	Not very well
4	Does not apply

 

How well does the practice help you to keep yourself healthy?

 

49	Very well
5	Unsure
1	Not very well
3	Does not apply

 

 

 

 

Overall, how would you describe your experience of your GP surgery?

 

37	Excellent
20	Very good
2	Good
	Fair
	Poor
	Very poor

 

Would you recommend your GP surgery to someone who has just moved to your local area?

 

55	Yes, definitely
6	Yes, probably
	No, probably not
	No, Definitely not
	Don’t know

 

 

 

 

At the end of the questionnaire patients were asked to make additional comments if they wished. The following comments were recorded:-

• Parking is always in the street – 2 bays are not enough – not long enough.

• I can always get to see a doctor when I want one.

• Very friendly, understanding & treat me like an adult.

• Very good.

• Always a friendly face and helpful on the phone.

• A very friendly & efficient local practice.

• This practice is excellent.

• Many thanks to all the staff. We are very lucky to have a Village Health Centre

• Excellent Health Centre, keep up the good work you’re all doing. Well done

• Very helpful, always caring & available.

• The comments are for 15 & 16. I am very happy with the opening times. The car parking is atrocious, inadequate, limited and totally badly thought out. The planning on the last time for the car park showed six spaces for the doctor and staff – only if they were toy cars

• Far better than a multi doctor practice. Wonderful to have a dispensary.

• Very good.

 

 

 

Demographics - The following tables display the demographic data collected in GPAQ.

Are you?

 

30	Male
31	Female

 

How old are you?

 

	Under 16
16	16 to 44
18	45 to 64
15	65 to 74
12	75 or over

 

Do you have a long-standing health condition?

 

32	Yes
21	No
7	Don’t know/can’t say

 

What is your ethnic group?

 

60	White
	Black or Black British
	Asian or Asian British
	Mixed
	Chinese
	Other ethnic group

 

Which of the following best describes you?

 

28	Employed (full or part time, including self-employed)
	Unemployed/looking for work
2	At school or in full time education
4	Unable to work due to long term sickness
3	Looking after your home/ family
22	Retired from paid work
1	Other

 

Appendix 1

 

Notes about how the General Practice Assessment Questionnaire (GPAQ) was developed

 

Some aspects of quality are best assessed by asking patients. We reviewed the literature to identify aspects of GP care which are most highly valued by patients. These include:

 

Availability and accessibility, including: availability of appointments, waiting times, physical access and telephone access.

 

Technical competence, including: the doctor’s knowledge and skills, and the effectiveness of his or her treatments.

 

Communication skills, including: providing time, exploring patients’ needs, listening, explaining, giving information and sharing decisions.

 

Inter-personal attributes, including: humaneness, caring, supporting and trust.

 

Organisation of care, including: continuity of care, and, the range of services available.

 

In order to assess these aspects of care we started from what we regarded as the best currently available questionnaire, the Primary Care Assessment Survey (PCAS) ^{i, ii, iii, iv}, which had been extensively validated in the United States. In collaboration with the Health Institute in Boston, we modified PCAS for use in British general practice. The modified questionnaire was called the General Practice Assessment Survey (GPAS). We have used GPAS in large studies in the UK: and detailed research data on GPAS have been published ^{v vi vii viii ix}.

 

For the new GP contract, we were asked to modify our original GPAS questionnaire, and have produced GPAQ. The main differences are that the new questionnaire is shorter. We have also produced two versions, one designed to be sent by post, and one designed to be given to patients after consultations in the surgery.

 

GPAQ focuses mainly on questions about access, inter-personal aspects of care, and continuity of care. The version designed to be completed after the consultation asks about are given by an individual doctor. These scores will be able to be used by GPs for their appraisals and revalidation folders. The postal version of GPAQ does not allow scores to be calculated for individual doctors. However, it does include questions about the practice nurses.

 

GPAQ is described in more detail in the manual which can be downloaded from the GPAQ website, www.gpaq.info.

 

Appendix 2

 

Guidance on how to use the results of the questionnaire to improve care in your practice – taking action on GPAQ scores

 

There is little purpose in doing a survey unless you are prepared to act on the results. In this section, we discuss briefly how you might do this.

 

GPAQ has been designed so that it is as easy as possible to know how you can use your scores to improve care in your practice. All the questions can be linked directly to some action which you could take. For example, in the communication questions, we have included questions on listening and explaining rather than important but rather nebulous concepts like trust. So for every question in GPAQ, there is some behaviour which you could think about improving.

 

Some of the work of deciding how to use the results can be done with the practice staff. So, for example, some of the access questions throw up issues which can be addressed through the practice management – e.g. managing the appointment system, phone answering, etc. The access questions form the largest single group of questions.

 

The next largest group is about communication. This is more difficult to address, but there are well tested methods of improving doctors’ communication skills in consultations. These generally rely on critical analysis of videotaped surgeries, usually with a partner or friendly mentor. This is something which all training practices will have had experience of in recent years, as consultation skills training forms an important part of vocational training.

 

In thinking about who to discuss your survey results with, you should think about:

 

1. Your partners and other doctors working in the practice

1. Nurses working in the practice

1. Your practice managers and receptionist / admin staff.

 

Some issues, e.g. scores on the access scale, will need to be discussed with all your staff.

 

We are aware that most practices have little experience of how to use questionnaires to help them improve care. So, the National Primary Care Research and Development Centre, with the University of Exeter and CFEP have written a practical handbook on this subject. This handbook is freely available to download from NPCRDC’s website (http://www.npcrdc.man.ac.uk/PublicationDetail.cfm?ID=111).

 

 

 

 

 

 

 

 

 

 

 

References