Bradford Student Health Service Report: Patient Feedback & Survey Results, Slides of Communication

Download Bradford Student Health Service Report: Patient Feedback & Survey Results and more Slides Communication in PDF only on Docsity! PATIENT SURVEY REPORT March 13, 2014 BRADFORD STUDENT HEALTH SERVICE Patient Representative Group Bradford Student Health Service (BSHS) was established in 1966 to serve the needs of students attending The University of Bradford and students of Bradford College. 1 B R A D F O R D S T U D E N T H E A L T H S E R V IC E | 3 / 1 3 / 2 0 1 4 BRADFORD STUDENT HEALTH SERVICE Patient Representative Group TERMS OF REFERENCE This Terms of Reference explains what the Patient Participation Group is in existence for and how it will operate in order to benefit all of the patients registered at Bradford Student Health Service. Bradford Student Health PPG will: 1. contribute to practice decision making; 2. consult on service development; 3. provide feedback on patients’ needs, concerns and interests and challenge the practice constructively whenever necessary; 4. communicate information about the community which may affect healthcare; 5. give patients a voice in the organisation of their care; 6. give feedback to NHS trusts on consultations; 7. Encourage patients to take responsibility for their own health and that of their family Ground Rules The Group is not a forum for individual complaints and single issues. We advocate open and honest communication and challenge between individuals. We will be flexible, listen, ask for help and support each other. We will demonstrate a commitment to delivering results, as a group. All views are valid and will be listened to. We will start and finish on time and stick to the agenda. 4 B R A D F O R D S T U D E N T H E A L T H S E R V IC E | 3 / 1 3 / 2 0 1 4 was displayed on the Patient Call Board which is located in the waiting area. Our Practice surveys were given to all attending patients and also uploaded onto the practice website so that all users of the site could participate and we also sent it out as a ‘Tweet’ on ‘Twitter’. On review of the results we feel that the patients that took part in the survey are representative of our registered patients. Agree with the PRG which issues are a priority and include these in a local practice survey We asked our group for suggestions as to what the next survey should be based on via twitter and posters throughout the practices but unfortunately no suggestions were received. Survey 1 We have carried out previous surveys on the practice and its services and with these not identifying major areas for change the most appropriate topic of interest was the practice premises, which are not fit for purpose and are somewhat outdated. The practice has looked into various options to relocate premises and we agreed that feedback from our patients on the current building and location was required. This would help us to identify issues from a patient’s point of view, and where possible try to improve patient experience by addressing any problematic areas prior to relocation. Survey 2 Patient Engagement which started in 2012 under the Operating Framework for the NHS 2012/13 is gathering momentum throughout the NHS. The NHS Operating Framework 2012/13 specifically states that the NHS should collect and use patient experience information in real time and use it for service improvements. 5 B R A D F O R D S T U D E N T H E A L T H S E R V IC E | 3 / 1 3 / 2 0 1 4 Practice representatives attend regular patient engagement events throughout the district and it became apparent that these are attended mainly by staff and only a handful of patients, so we wanted to ask the question ‘do patients know about Patient Engagement?’ Also, how do patients want to engage with practices and what would their agenda be? Survey 3 The practice carried out a further survey in February which was based on Survey 2 question: What are your main concerns (if any) about the service you receive from your GP practice? We decided to carry out a survey based on this particular question as we offer same day routine appointments every day between the core hours of 8am to 6pm and previous surveys did not reflect any issues with access during these times. However this time 50.65% of patients felt there was a concern with access and so we decided to review our extended hour surgeries. We currently offer extended hour surgeries (appointments after 6.30pm) three times per week we felt we needed further patient feedback to ensure that we were offering appointments at a time that was convenient to our patients. Collate patient views through local practice survey and inform PRG of the findings The practice used Smart Survey a web based company to create an online survey which could also be used in house. Survey 1 was sent out via our website, twitter and as a hard copy survey to patients attending the practice in July 2013 and Survey 2 was distributed in the same way week commencing 11 February 2014, and Survey 3 followed two weeks later on 26 February 2014. 6 B R A D F O R D S T U D E N T H E A L T H S E R V IC E | 3 / 1 3 / 2 0 1 4 Survey 1 results A high percentage of patients who took part in the survey had been seen at the practice in the last 3 months  More than 60% of patients had used the health centre in the last 12 months  90% of patients felt that the health centre was in a good location  Nearly 100% found the health centre easily accessible  58% of patients walked to the health centre  Nearly 100% of patients felt that the health centre provided a fit for purpose waiting area  84% of patients felt that the internal layout of the health centre is patient friendly  Over 80% of patients thought that the signage within the health centre was useful  Nearly 90% of patients thought the health centre was clean  60% felt that the health centre is suitably adapted for disabled patients  More than 70% of patients don’t feel that there any changes we could make that would improve patient experience Survey 2 results  83.67% of patients had not heard of patient engagement  98.97% of patients agree that GP practices should engage with their patients  Only 32.65% of patients think that practices should engage with their patients via patient representative groups with the majority of 60.20% requesting engagement via email