Chester Ellesmere Port & Neston Rural Making sure you get the healthcare you need GP Patient Satisfaction Surveys How we use these to measure our success as a Clinical Commissioning Group Alison Lee, Chief Executive Officer Dr Huw Charles-Jones, Chair

Making sure you get the healthcare you need  GP Patient Satisfaction Surveys focus on:  The patient’s experience of the practice: waiting time, ease of getting appointments, access, and continuity of care  The patient’s experience of the doctor/nurse, in particular communication skills, and inter-personal aspects of care  National Surveys:  General Practice Assessment Questionnaire (GPAQ)  Local Surveys:  Healthwatch Cheshire West surveys  Patient Participation Group Surveys Background/Context

Making sure you get the healthcare you need Key requirements of the Direct Enhanced Service (DES) A Reminder Develop/maintain a Patient Participation Group that gains the views of patients and carers and enables the practice to obtain feedback from the practice population. This is a prerequisite of the Enhanced Service Patient Participation Group and staff to review patient feedback received by the practice from the National sources such as the General Practice Assessment Questionnaire (GPAQ) and the Friends and Family Test data on a regular basis Practice and PPG should develop and agree an action plan and agree how the practice will implement improvements Practice should publicise actions taken to practice population including providing the PPG with updates on progress and assessment of subsequent achievement within the timescales agreed The practice and the PPG will have to complete a reporting template to report actions taken during the year, involvement of the registered patients and used to its best endeavours to ensure that the PPG is representative of its registered population.

Making sure you get the healthcare you need  No requirement for PPGs to do their own Patient Surveys in  Patient Participation Groups will be required to look more closely at results from the national surveys. So what will this mean for PPGs?

Making sure you get the healthcare you need  Published twice a year - January and July.  Gives results for Clinical Commissioning Group and also by GP Practice.  Your hand-out gives the results that the CCG uses for our Primary Care (Vanguard) Programme. These help us gain an insight into how patients feel about our GP Practices and therefore improve local Primary Care Services GP Access Questionnaire (GPAQ) Survey

Making sure you get the healthcare you need Example: Ease of getting through to somebody on the phone by GP Practice

Making sure you get the healthcare you need How likely are patients to recommend the practice to someone moving into the area? By GP Practice

Making sure you get the healthcare you need Questions for discussion Question One – Survey Response Rates Currently 211 Clinical Commissioning Groups in UK Latest survey response rate range from 16% (NHS Bradford CCG) to highest 53% (NHS Norfolk) NHS West Cheshire CCG Response Rate 38% for latest survey This is slightly above the national average of 36% But our neighbouring CCG in East Cheshire attained a 46% Response Rate So how can we encourage people to fill in patient surveys when they receive one?

Making sure you get the healthcare you need  Use the Patient Participation Group section of GP Websites to publicise the survey.  Other local websites.  Use Twitter and Face book pages.  Community Networks – spreading the word to members of other groups in your neighbourhood.  Leaflet drops.  Use existing local publications e.g. village newsletters. How can your Patient Participation Group help us promote the GPAQ patient survey?

Making sure you get the healthcare you need