Patient Participation Group Meeting Thursday 19th November 2015 Clive Jones, PPG Chair Rachel Kennouche, Practice Manager Phil Owen, Office Manager Dr E Henry, GP

Agenda Carers Update – Jolene Weaver, Cheshire Carers Centre Matters arising from previous meeting  Carers Update – Jolene Weaver, Cheshire Carers Centre   Patient Access/Non-Digital Users Patient Experience Performance – Patient Survey/FFT and Complaints Prime Ministers Challenge Fund – Wellbeing Coordinator/Physio First/Cluster Project Self Help

Patient Access Update The Practice has been promoting “Patient Access” for the last 8 years. This allows patients to book/cancel appointments on-line, order repeat medication and electronically communicate with the Practice. Currently we have; 2984 patients registered for on-line access. This represents 24% of the practice population. Since February 2015 we have been offering patients access to their on-line medical records – in this time we have activated; 282 patients for this service.

Patient Experience Performance – Patient Survey (371 patients responded) Key to Performance Variation * Green shows improvement * Red shows decline

Patient Experience Performance – Patient Survey Key to Performance Variation * Green shows improvement * Red shows decline

Patient Experience Performance – Patient Survey Analysis of Patient Comments from Survey – Oct 2015 Satisfied with treatment given 51 Difficult to get Appointments 44 Difficult to Phone at 8am 38 Appointments wanted Sat/Sun/after 6 6 Appointments are easier on-line 3 More time with the Doctor 3 There were additional individual comment which will all be reviewed and not all completed surveys included comments.

Patient Experience Performance Patient Survey Action Plan Queuing system for phone lines (April 2016) Capacity Educating Frequent Fliers Promoting alternatives: Self help/care Physio First Telephone Consultations Extended Hours and Out of Hours IT solutions are also being considered at the moment

Friends and Family Test Analysis of comments from April to Sept 2015: Monthly statistics published on our website Comparative data will be available next time How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? Total for April to Sept 2015: 717   Extremely Likely 598 83% Likely 75 10% Neither Likely nor Unlikely 8 1% Unlikely 17 2% Extremely Unlikely 18 3% Don't Know 1 0%

Friends and Family Test Top 5 Positive comments: Service 40 GP Consultations 30 Staff 23 Nurse Consultations 17 Appointments 16 Negative comments: Appointments 12 Opening hours 8 Waiting times in surgery 7 Phones 6 Consultations 2

Complaints Summary for 2014/15: In the context of 72,000 consultations for the year: Actions taken: Communication skills being addressed with training sessions Procedures being clarified with the team Clinical issues get addressed with a more senior clinician Written complaints: Total Number Number upheld   By Service Area Medical 9 4 Administration 5 3 Total 14 7 By Subject of Complaint Communications / Attitude 8 6 Practice / Surgery Management 1 Clinical 17 10

Prime Minister’s Challenge Fund: Wellbeing Coordinator Physiotherapy First (self referral) Nurse Led Cluster Service

Self Care/ Help: Patient Access Self care week Promoting alternative resources: Pharmacy First NHS Choices symptom checker Stay well this winter Asking is your medicine cabinet fit for the winter Mobile apps (e.g. Puffell for COPD patients) New Self Management For Life courses iVan coming in the Spring – date TBC

Are there any questions (or suggestions)?