Patient Participation Group

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Empowering patient engagement, the Strensham Road Surgery implements strategies to improve accessibility, reduce DNAs, and ensure staff safety. Measures include a zero-tolerance policy on aggressive behavior, offering online access options, and optimizing appointment scheduling. Dr. Imrapur and Dr. Elsheikh have increased appointment availability, aligning with national averages and enhancing patient care.

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Patient Participation Group Strensham Road Surgery 26.09.23

Agenda Aggressive behaviour from one of the patients Improving patient access Events at the Surgery Reminders Q&A

Aggressive behaviour

Aggressive behaviour Under our Zero tolerance policy, patient with any aggressive behaviour will be removed from our list with immediate effect. We don t tolerate any abuse towards any member of our staff. Verbal abuse will lead to warning letter, and then remove within 7 days if it happens again. Our staff are working hard to help and support our patients.

Improving patient access 90% of our appointments are released at 6.30pm for next day s appointments. However, we have cancellations through out the day, keep an eye. 10% on the day booking released at 9am (Emergencies for both adults and children). We offer on average 4 appointments/patient/year. Patients will need to book via NHS app, however few exception given to: Elderly patients (with no family members to support) Palliative patients. Patients with disabilities.

Improving patient access Number of patients using online access are has gone up since 2019. As a result of releasing appointments a night before, number of DNAs dropped from 5% last year to 3% up until now. As a result of booking appointments online Online access 70% 5% 60% 4% 50% 64% 5% 3% 40% 3% 2% 30% 20% 1% 2% 10% 0% 2022 Up to Sept 23 0% Before 2019 Today Number of DNAs

Improving patient access We offer: E-consult: Messaging via NHS app. which increased from 43 last year to 179 so far. Face to Face by default Telephone consultations on request Video consultations on request No. of appointments offered so far: 15614 E-consult via NHS app 100% 90% 180 80% 160 94% 70% 140 60% 120 179 50% 100 40% 80 30% 60 5% 20% 40 43 1% 10% 20 0% 0 F2F Telephone Video 2022 Sep-23

Improving patient access Our appointments compare to National average

Improving patient access No. of appointments offered to patients: comparing last year with this year No. of appointments increased by 1230 appointments Dr. Imrapur and Dr. Elsheikh are now doing extra session each (Equivalent to 36+ appts/week), to help with patients demand. No. of appointments offered 17800 17600 17400 17200 17720 17000 16800 16600 16400 16490 16200 16000 15800 Jan to Sept 2022 Jan to Sept 2023

Improving patient access We are here to listen to you. We increased number of FFT survey, to improve our services. Average FFT survey: Patients' feedback 90 80 70 90 60 50 40 30 31 20 10 0 2022 Sep-23

Improving patient access Frequent attenders: Last year we participated with one of NHSE s schemes, where we had external organisation, who came and assessed our appointments. We found the following: One family used 259 appointments which is equivalent to 2% of our appointments. We contacted the family, we asked from 3 members to attend a meeting with Dr. KI and PM. We asked them on how can we help them. Dr. KI explained about minor illness and the best way to self-care. We also contacted their local pharmacist, and we had 1to1 discussion with the him, in order to know how to support this family. After all these discussions, we managed to free lots of appointments, which we now offering to patients whom they really need to be seen by a GP. We regularly reviewing our appointment system, and changes are done accordingly.

Improving patient access We implemented a new telephone triage system. https://prezi.com/view/CPh1xpbCJFQm9Ym8klvW/ CPCS referrals: Only for minor illnesses (allergies, cold sore, muscle pain, BP check, sexual health clinic, constipation, earache, skin, rash .. Etc.) Save Doctors appointment for more complex cases Safe patients time. Currently we have three pharmacies on board: Shifa Pharmacy Fakir Pharmacy CannonHill Madisina pharmacy - Highgate

Improving patient access Services available to patients to reduce waiting time: First contact physiotherapist: Help to assess patients and refer if eligible. PCN pharmacist: dealing with SMRs, review medications etc. Social Prescriber PCN Mental Health Nurse Extended access: 18.30 20:00 every day Weekends: Saturdays and Sundays Our central services team are now signing all patients prescription requests. Safer for both Drs and patients. Free Doctors time to do more patient care activities Please allow 48 hours between ordering your medications and collect from the pharmacy.

Improving patient access Our clinicians are not only seeing patients. They are here to also: Look at blood test results (estimation of over 120 blood test results/day), contact patients accordingly if needed, change medications..etc Going through patients hospital letters. Dealing with District nurses, Mental Health team, safeguarding team, hospital queries. Complete patients Hospital referrals. Dealing to e-consult requests. Dealing with fit/sick note requests Dealing with patients queries and requests Attending educational meetings/sessions And many more

Improving patient access Patients will have full access to their medical records online from 01stNovember 23. You will be able to view: blood test results Hospital letters Consultations Print and email your own records.

Events at the surgery We had a successful charity walk on Saturday 16thSept: We managed to collect donations of over 2000. Patients participate in the walk, and donated.

Events at the surgery Menopause coffee morning with Dr. Imrapur was on Saturday 23rdSept. Went well. 2 hours full of knowledge and information.

Future Events at the surgery Men health morning in November Will send invitations nearer the time. How to handle Diabetes during Ramadan, around end of February Will send invitations nearer the time. Walk in Cannon Hill Park After Ramadan, around April time.