1. Agenda 1 Welcome and introduction Jackie Powell Healthwatch Portsmouth
Overview of service
‘Mystery shopping’ access to GPs
CCG input
Any questions?
Patrick Fowler
Break
Your Local Healthwatch Needs You!
PPG review of GP surgeries
Group discussion – “What does good look like”?
Next steps
Summary & close

2. City-wide PPG meeting
28th April 2016

3. Introduction
Healthwatch Portsmouth is the local, public led, independent group that make sure people’s voices are heard in decisions about health and social care services.
Funded by central government via Portsmouth City Council, one of 152 local projects under umbrella of Healthwatch England.
Healthwatch Portsmouth Board decide the priorities for the team to focus on.
Staff team of 3, plus volunteers.

4. Our 8 statutory functions:
Promoting / supporting local people in commissioning, provision and scrutiny of local services.
Enabling people to monitor standards and inform improvements
Obtaining local views and making these known.
Producing reports / recommendations for service improvements to commissioners / providers.
Providing information & advice re access to services so choices made.
Forming views on standards – sharing this with Healthwatch England.
Making recommendations to Healthwatch England to advise
CQC to make special reviews.
8. Providing intelligence to Healthwatch England…

5. Where have we been in last 6 months?
Foodbank
Beneficial Foundation
British Red Cross
QA Hospital
Library
St Mary's Hospital
Cross Cultural Men's’ Group
Health Cafe
Lip reading group
Parent & Carers’ Board
Community Days
Portsmouth Disability Forum
Veterans Outreach Service
PRENO
Portsmouth Parents Voice
Carers’ Centres
St Mary's Treatment Centre
OCD support group
GP Practices
Guildhall Walk
Families Moving Forward
Work Programme
Recovery Cafe

6. What have we achieved?
Our activities sit within four key ‘work streams’:
Community Engagement
Advocacy (NHS complaints)
Projects
Signposting / Information

7. What have we achieved? Engagement
Increased awareness of who we are and what we do
Portsmouth Race Equality Network Organisation (PRENO) health events
Board meetings – inc HOSP chair, Wellbeing Team, Leads re Blueprint
Public involvement in commissioning (Wessex Community Voices –
Lip reading group film with Healthwatch Hampshire (
Volunteer training – ‘Enter & View’ / ‘What is the NHS?’
System to follow up poor Care Quality Commission (CQC)
reports – including care home visits…

8. What have we achieved? Advocacy
Caseload management
63 people helped with one or more complaint
Range of outcomes achieved.

9. What have we achieved? Projects
Bowel Cancer – link between access to screening and deprivation (University of Portsmouth)
Mapping patient / user engagement networks (Junior Doctors)
Guildhall Walk – walk-in consultation – 300+ responses, shaped CCG engagement plan & proposals
Report on QA urgent care pathway
Mystery shopping of GP surgeries…

10. What have we achieved? Information
550 members
2,600 followers on social media (Twitter/Facebook)
30,000+ website hits & 53,000+ total page views
(July 15 – March 16)
Online directory containing 850+ services
averaging 3,400 searches per month
Established good foundation & connections…

11. Updated news & events at: www.healthwatchportsmouth.co.uk
What are we doing next?
Public board meetings - six times a year, local venues
Patient/user representation training – open to all
Enter & View
What is the NHS?
Community Research
Being a patient representative
GP surgeries review by PPGs?
Updated news & events at:

12. GP Mystery Shopping - Summary
Data collected by
Healthwatch Portsmouth
in respect of access to
GP surgeries in Portsmouth
January 2016

13. GP Mystery Shopping - Methodology
All surgeries anonymously ‘mystery shopped’ re:
Waiting times for routine/urgent appointments
Opening times & availability of information.
Guidance for patients re ID when registering.
Letter to notify all practices activity taking place.
Telephone calls and website reviews.
Guidance from CCG re service standards.

14. GP Mystery Shopping – Findings 1/3
Appointment system
All patients able to book routine appointments in person or by phone
Only 4 offer automated phone booking service
Variety of online booking options available
Recommendation – HWP investigate inconsistencies.
Out of hours phone message
Inconsistent approach – different information, some poor re-direction, some wrong details provided.
Recommendation – Practices review / change message where needed.

15. GP Mystery Shopping – Findings 2/3
Website out of hours advice
Only 38% gave correct information.
21% gave mis-leading or unhelpful advice
Recommendation – Surgeries review online details to ensure correct, clear and consistent.
Current waiting times
Some provided clear processes to access urgent appointments.
Others – first come, first served.
Routine appointment wait – 1 to 35 days.
Recommendation – Review impact of
longer waiting times.

16. GP Mystery Shopping – Findings 3/3
Opening hours
All surgeries offer extended hours but some inconsistency over how promoted to patients.
Recommendation – surgeries highlight clearly the services available, when and how accessed.
Registration information
Inconsistent approach re evidence of ID – only 5 did not require photo ID.
Recommendation – CCG provides clarity to surgeries over what is and what is not required for a patient to register – Surgeries to share with staff.

17. GP Mystery Shopping – Conclusion
Important to have clear and consistent information to enable fair access to services for all.
Healthwatch Portsmouth have identified good practice and gaps in way information provided to patients.
Recommendations shared with Surgeries - to be reviewed in 3 months time to highlight positive changes.
Next steps – patient review of GP surgeries?

18. Any questions?

19. Break time…

20. Your Local Healthwatch Needs You!
Proposed patient review of GP surgeries…

21. PPG review of GP Surgeries
PPG reps supported to review quality of service and environment of own GP surgery.
Key themes to focus on:
Receptionist service
Physical environment
Information & Signposting
Patient involvement
Access to appointments

22. PPG review of GP Surgeries
Key steps:
Pre-briefing (May) – more detail about how, when and who to visit.
Reviews takes place (June) – each visit approx.1 hour
Findings fed back to individual practices and city-wide PPG meeting.
Outcomes:
Identify good practice – Awards? Accreditations?
Highlight areas for improvements.
Patients influencing how services are provided.

23. PPG review of GP Surgeries

24. PPG review of GP Surgeries
Open discussion - developing a checklist for the visits:
What does ‘good’ look like?
What do patients expect?
The themes:
Receptionist service
Physical environment
Information & Signposting
Patient involvement
Access to appointments

25. PPG review of GP Surgeries
Next steps:
Invite other patient reps not here this evening.
Confirm timetable and interested volunteers.
Pre-meeting and visits
Collate and share feedback inc accreditations.
Review activity and lessons learnt…

26. Thank you for your time. Any questions?
Find out more at: