Practice Plan to end of 2009/10
Patient Survey Review 08/09
And Practice Plan to end of 2009/10
Bodey Medical Centre - Wednesday 25th March 2009
Present:
BODEY MEDICAL CENTRE
TWO YEAR ACTION PLAN to end of 2010
Dr P Gill GP
Dr J Fuller GP
Dr S Macintyre GP
Dr J Kidd GP
Dr R Martin GP
Janet Roberts Practice Development Manager
Elaine Parkinson Practice Manager
General Overview
Overall score has improved on last 3 years from 52% to 57%
Maximum scores in the question ratings have shifted to good/very good/excellent with only access to practitioner within 48 hours rated as poor.
Approximate summary of negative comments for 2008/09 survey:
07/08 08/09
Total negative comments recorded 85 100
Building/environment related 30 9
Appointment related 20 44
Opening hours 10 8
Doctor related 7 9
Staff attitude 4 6
Telephone system/communication 11 18
Other 3 6
The negative comments reflect minimal change in all areas apart from appointment access and telephone system.
It is felt that the large increase in patient population has had an impact on this and all staffing levels need to be reviewed and further increased to cope with demand.
It should be noted that there was a large increase in very positive comments about many areas of the Practice.
COMPARISONS TO LAST YEAR
2007/08 2008/09
MOST POSITIVE
Clinical care Clinical care
LEAST POSITIVE
Building/environment Appointment system
Appointment waiting time Telephone system
Opening hours
LARGEST CHANGES NOTED
- Appointment system - difficulty booking desired time / health care professional
- Telephone system - difficulty getting through to Practice
ACTIVITIES UNDERTAKEN SINCE LAST YEAR
- Move to new building August 2008
- Purchased new telephone system
- Complete new furnishing throughout building
- Fish / Plants / Clock in waitng room
- Patient information plasma screens showing relevant seasonal health information
- New patient call system via screens
- Patient self check - in system
- Extension of doctor triage system = 2 x morning, 1 x afternoon
- Became training Practice August 2008
- Provide extended hours - 9.00pm Monday evening - 2 clinicians
- Staff meetings / training increased to fortnightly
- IT increased numbers of PC's plus addition of label printers
- Introduction of electronic test requesting March 2009
- Increased doctor numbers via locums
- Increased nursing team 1 x full time nurse 1 x 20hr HCA
- Increased admin staff numbers (March 2009)
- Introduction of HPV (Gardasil) for females over 25
- Increased LARC services numbers of coils / implants
- Introduction of trainee counsellors
- Minor illness information added to Practice website
- Undertake HPV and MMR catchup programmes
Practice Plan to end of 2010
OUTSTANDING FROM 07/08
- Introduce Practice Newsletter
- Establish closer links with Universities to address needs of growing student population
- Introduce patient panel
CHANGES NOW:
- Telephone system - audit and review system capabilities and reception team
- Appointment system - audit and review at weekly Practice meeting
- Develop Practice Ethos poster for patients to understand systems and why they are implemented
- Implement additional notice boards for patient information
- Investigate how additional information can be added through patient information screens
TWO YEAR PLAN:
- Undertake training and increase Hepatits C and HIV testing for appropriate patient groups
- Increase doctor numbers by employing salaried GPs up to approximately 11 sessions per week
- Further increase administration staff numbers
- Increase Practice Nurse team by one full time nurse
- Apply to undertake Sexual Health Local Enhanced Service
- Undertake 5 clinical Direct Enhanced Services
- Extend travel services to include yellow fever and rabies
- Investigate possibility of housing dental services
- Investigate possibility of developing outside space for staff
Sharing Results And Plan With Patients
Information with be shared with patients via:
- Practice noticeboards
- Patient information screens
- Practice Newsletter
- Practice Website
HOW DO WE PLAN TO ACHIEVE THIS?
WHO IS THE LEAD?
AND WHO ELSE NEEDS TO BE INVOLVED?
Outstanding actions from 07/08
Production of newsletter suggestions to be collated and newsletter printed quarterly Lead: Managers' assistant
Others involved: all members of the team
Introduce patient panel work alongside patient groups using pre-determined criteria Lead: Dr Fuller/Martin
for creation and development of the panel Others involved: Managerial team
Establish closer links with university Arrange team meetings with university representatives Lead: Dr S Macintyre
Agree and implement appropriate long term plans Others involved: University representatives, staff team reps
Immediate Changes 2009
Review telephone system Look at system capabilities, audit calls, review staffing levels Lead: Practice Management team
Direct patients to call at specific times for specific services Others involved: Receptionists/Doctors
Review appointment system Collate comments/complaints via record book
Lead: All GPs
Review at regular staff and Practice meetings
Others involved: all staff
Develop Practice Ethos poster Formulate poster to advise patients on Practice policies
Lead: Dr Fuller
and reasons behind these Others involved: Secretaries
Implement additional noticeboards Additional boards to go up for additional information Lead: Reception Managers
for waiting areas on specific subjects Others involved: all admin team
Investigate increased information Investigate EMIS software to establish whether we can Lead: Managers' Assistant
via patient info screens incorporate Practice specific information into the main plasma screens Others involved: Practice Managers
and implement
New to end 2010
Increase HepC and HIV screening Undertake training and increase opportunistic testing for relevant Lead: Dr Fuller/Martin
patient groups Other involved: Practice Nurses/HCAs/Drug+Alcohol team
Increase doctor numbers Employ current locum for 4 sessions per week as salaried
Lead: Dr Gill
Advertise for a salaried post for up to 9 sessions per week
Others involved: all Partners and Practice Managers
Further increas admin staff Undertake further interviews to increase admin team Lead: Practice Manager
Others involved: Reception Managers
Increase Practice Nurse team Interview and appoint Practice Nurse for 37 hrs per week Lead: Dr Macintyre
Others Involved: Nurse Manager/Practice Development Manager
Undertake Sexual Health Services Increase sexual health services by applying for inclusion in Lead: Dr Macintyre
Sexual Health Local Enhanced Service Others Involved: Dr Taylor/Nursing Team/Practice Development Manager
Undertake 5 New Clinical DES Undertake relevant training + implement Direct Enhanced Services in:
Heart Failure Lead: Dr Tomkinson
Learning disabilities Lead: Dr Fuller
Alcohol Lead: Dr Fuller
Oteoporosis Lead: Dr Macintyre
Ethnicity Lead: Practice Development Manager
Others involved: all other GPs/Nursing + admin team
Extend travel services undertake relevant training for yellow fever and write protocol
Lead: Practice Nurse Sue Beck
implementation, including advertising and admin charges Others involved: Nursing team/Practice Development Manager + Reception Managers
Investigate housing dental services contact other established Practices and Practice accountant Lead: Dr Macintyre
to look at the positives and negatives of this service Others involved: All Partners/Practice Manager team
Develop outside space for staff Investigate responsibility for grassed area at back of building Lead: Dr Fuller
and develop nicer seating area for staff Others involved: Practice Development Manager