1. Regal Chambers Surgery Patient Reference Group Annual General Meeting Tuesday 23 September 2014 Hayley Telford Business Manager

2. Review of the Local Patient Participation Report and Response to Recommendations Feedback National Patient Survey (July 2013 to March 2014)and Actions Update on the Friends & Family Test

3. Local Patient Participation Report February 2014 Review of the Report Patient questionnaire undertaken February 2014 – recommendations o Clarification of the Sit & Wait clinics o Improve communication of all services available o More staff Shadowing a GP – recommendations o Promote and encourage the use of texting amongst existing patients o Consider convex mirrors in reception o Named GP and clarification o Analyses of surgery operations i.e. phone calls, waiting times

4. Local Patient Participation Report February 2014 Practice Response Things Patients Would Like to ChangePractice Response Reduce queue at receptionStaff timetables were re-organised to provide cover at the busiest times Consider convex mirrors in receptionThere is CCTV in reception More staffThe practice has appointed a full time GP Partner and full time Urgent Care Nurse (starting September 2014) Appointments early morning/after 6.00 p.m. and weekends Practice is providing additional extended hours from September 2014 and therefore providing early morning, evening and Saturday appointments Test Results Line available for a longer periodDedicated results line has now been moved to reception and patients can phone for results 10:30 - 12:30 and 14:00 - 17:30 Clarification of Sit & Wait Clinics and better communication of services available Information on the website, reception regularly relay information re appointment system to patients Texting facility, not just for newly registered but existing patients This is actively encouraged for all patients Named GP and clarificationOver 75s now have a named GP responsible for overall co-ordination of care. All other patients have an aligned GP for administration purposes

5. Results of National GP Patient Survey July 2013 to March 2014 Access & Overall Experience Practice name Ease of getting through on the phone Overall experience of making an appointment Overall experience of GP surgery Recommend GP surgery to someone who has just moved to the local area Average of 4 indicators REGAL CHAMBERS52%66%85%75%69% East & North Herts CCG 68%73%86%78%76% England Average78%79%88%81%82%

6. Results of National GP Patient Survey July 2013 to March 2014 Quality of Consultation with GP Practice name Giving you enough time Listening to you Explaining tests and treatments Involving you in decisions about your care Treating you with care and concern Confidence and trust AverageRank (7986) Regal Chambers (GP)89%90%83%76%88%98%87%3855 East & North Herts CCG England 86% 88% 89% 82% 85% 74% 78% 83% 85% 94% 85% 86% 164 (out of 211)

7. Steps we are Taking to Improve Patient Survey Results Telephones o Auditing the number of phone calls by receptionist and session worked and reviewing on a monthly basis with the reception team o Sending a letter to new mothers with pre-determined dates for 6 week check and first injection to ease congestion on the phone lines o Changing the flu clinic appointments to avoid telephone calls o Encouraging use of online booking Additional Staff o One new full time GP Partner o One new full time Urgent Care Nurse Any suggestions from the Patient Reference Group?

8. Friends and Family Test (FFT) Contractual obligation from 1 st December 2014 Must use this exact wording: “We would like you to think about your recent experiences of our service. How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?” Categories of responses Extremely likely; Likely; Neither likely nor unlikely; Unlikely; Extremely unlikely; Don’t know Must include at least one follow up question which allows the opportunity to provide free text – any suggestions from PRG? Plan to issue the test on the website and have copies on reception Number of responses to be reported to the Area Team on a monthly basis from January 2015

9. Questions?