Farrow Medical Centre, 177 Otley Road , Bradford, BD3 0HX, Tel: 01274 637031
Below is a little about the current Practice Health Champions. In the summer we hope to be joined by some more volunteers.
“What you said – What we did” (2014-15)
What our Practice did and said in response to patient feedback
Patient Engagement Group
Farrow Medical Centre formed a PRG group in 2010. Dr John Bargh is the GP lead for the group. From 2014-15 the group has been coordinated by Mrs Irum Hussain and meetings attended by the Practice Manager or Assistant Manager
The meetings are held quarterly and the group currently has a ‘floating’ membership of 28 patients who are invited by letter/phone/SMS to attend.
The average attendance of the Practice based quarterly meetings is 5 patients. A meeting has also been held in the local church/community centre (with an attendance of 30 patients plus members of the local community).
Group members are invited to discuss agenda items carried forward from previous PRG meetings (and based on other patient feedback) and to contribute their ideas for discussion.
Other patient Feedback Processes
Other processes for patient feedback & engagement include:
· FFT (Jan-March 15) NHS Choices/Practice Suggestion Box/CQC Patient Feedback/Website Users /Complaints procedure/Face book
Common themes identified 2015 are:
· Waiting times
· On line access
· Confidentiality at the reception desk
· Collection of prescriptions & sick notes
· Processes for missed appointments
· Provision of in-house midwifery clinics
· Provision of in-house counselling and more local healthcare services
· Changes & revisions made to Open Access sessions
· Introduction of clinical triage to reduce waiting times & improve access/continuity of care to specific GPs
· Promotion of website address: details incorporated on Practice stationary and within Practice booklet
· Engagement with Patient Online system to access GP services
· Planning for sound system in waiting area & revised reception protocol to offer option for confidential conversations
· Prescriptions or items able to be collected up to 11pm (weekdays) and over weekends from in-house pharmacy (patient choice of dispensing pharmacy upheld )
· Process for monitoring & promoting numbers of wasted appointments updated/revised
· Provision of in house Antenatal care from April 2015
· Counselling service (twice monthly) initiated in-house March 2015
· Warfarin service initiated in house to reduce patient travelling times for monitoring (November 2014)
Communication routes to engaging with patients and the public.
o ICT meetings monthly (Community Group 1) - feedback from the meetings has been disseminated across the Practice Team and incorporated – when appropriate – in PRG discussions group meetings
o Particularly useful communication and links have been established with Carers Connection/Resource/Social Services - Linked to coordinating and communicating patient feedback and support services
Patient Participation and Community Network Forums:
Mrs Sultana has attended Patient & community Network Meetings
A GP attends ICT meetings monthly (Community Group 1) Practice Management attend quarterly and feedback from the meetings has been disseminated across the Practice Team and incorporated – when appropriate – in PRG discussions group meetings
Particularly useful links have been established with -
o Carers Connection/Resource
o Community Nursing
o Social Services
The Practice has focussed on a community based approach to effective patient services; engaging with the local mosque and community centre for an Open Day on 27th September 2014
· The Practice provides services to local hostels including those providing temporary and longer term housing for at risk adults and children.
· Feedback has been obtained from Housing Association and Social Care
· These patients are registered as permanent patients to improve continuity of care and service access and a system is in place for provision of longer bookable appointments for their complex issues
Patients Experiencing Poor Mental Health/Dementia
The Practice has a higher than average prevalence of elderly/nursing home patients and high levels of social deprivation linked to mental health issues
· Based on feedback from carers and healthcare professionals (Community Matrons & Pharmacist)
· There is a system in place for patients with poor mental health/dementia to collect their repeat medication earlier than within the standard 48 hour turnaround time
· There is a system in place to prioritise appointments/access for specific patients suffering from poor mental health
· The Practice has initiated an arrangement with a local nursing homes to improve timeframes and systems for -
a) issuing of medication from hospital discharge summaries
b) responsive revisions to dosset box medications
c) Medication reviews & related tests
Patient Participation Groups
o Farrow Medical Centre moved to new, much larger surgery premises in July 2014 and the focus of the Practice was (by necessity) on continuous provision of essential services over and up to that period
o As a result, the selection and appointment of Mrs Sultana was delayed but she has fully engaged with the project; encouraging, coordinating and collating patient feedback
o She has been pivotal in balancing the representational element of the group by facilitating better communication with Asian patients who have wanted to contribute previously but whose first language is not English
o She has provided both a focus in-house for patient engagement/comment and a means of communicating patient feedback (& CCG local objectives) to the wider Practice team
o Her appointment has provided the Practice with capacity to more fully develop a responsive PRG group in 2015-16 and moving forward.
o Patients interested in joining our Group should contact us on 01274 637031 and ask for Mrs Irum Hussain
FARROW MEDICAL CENTRE – You said, we did
Some examples of changes the practice has introduced following patient feedback.
It’s too long to wait in the walk-in surgery. And it’s crowded
Introduction of additional pharmacist triage sessions to support morning Open Access sessions 2018-19
Care Navigation Training Undertaken by all reception staff
Senior Care Navigators appointed to coordinate team and sign post presenting patients appropriately
E-Consult system initiated (July 19) for electronic submission of non-urgent problems/advice/requests for sick notes
Our Practice Pharmacist completed Minor Ailments Triage qualification for additional a.m. triage sessions
Increased Practice Pharmacist input to 5 days per week to
Reduces waiting times (as not always needs to be a GP seeing the patient) (from Jan 2019)
Additional: Second Pharmacist has completed Independent Prescriber Course and is being trained to provide face-to-face triage
I can’t always see my ‘own’ doctor anymore….
All the doctors are part time but continuity is a key factor in our provision of care and in patient satisfaction levels
GP partners & salaried GPs now have the ability/capacity to book into appointment slots reserved specifically for their use/patients at their discretion
Can you please move the seating in the waiting area – it doesn’t seem patient-centred?
Seating plan reviewed
Access/mobility for patients when surgery is busy
Unobstructed view of call-board
Can we have a drinks machine in the waiting room…?
Management completed a risk assessment which indicated that hot drinks and/or a drink dispenser could contravene H&S guidelines.
Instead a water cooler (with disposable cups) was purchased for the reception area and patients can now request a drink while they wait
When will the doctor ring me about my tests?
The GPs will only contact a patient if a result is abnormal. Otherwise it is the responsibility of the patient to contact the surgery. Results can also be accessed via System Online.
Advice slips (outlining the above) are now provided by GPs/nurses when a test is taken. Promotion of on-line benefits ongoing – Patient Champions have provided waiting room on-line tutorials for patients less confident in their computer skills
So much negativity nowadays– it would be good to devote some noticeboard space to the Positive things that patients say about the Practice
Additional noticeboard – July 19
Sources of Feedback: Please let us have your comments!
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