PPG REPORT
March 2012
| Stage One | |
| 1 | | | | | | | |
| Practice Population: | 11257 | | | | | |
| | Sex: | Male | 5570 | Female | 5687 |
| Age: | Under 16's | 1763 | | | | | |
| | 17 - 25 | 1075 | 36 - 45 | 1475 | 56 - 65 | | 1745 |
| | 26 - 35 | 1191 | 46 - 55 | 1620 | 66 + | | 2388 |
| Total Recorded Ethnicity: | 92.48% | Caribbean | 0.04% | other:Albanian | 0.10% |
| British, Mixed British | 79.37% | African | | other: | 0.02% |
| English | 12.61% | Mixed Black | 0.04% | other: | 0.10% |
| Scottish | | Chinese | 0.05% | other: | |
| Welsh | | Japanese | | other: | |
| Indian, British Indian | 0.09% | other: | 0.06% | other: | |
| 2 | | | | | | | |
| Patient Representative Group Profile (PRG): | | | | |
| | Sex: | Male | 7 | Female | 3 |
| Age: | Under 16's | | | | | | |
| | 17 - 25 | | 36 - 45 | | 56 - 65 | | |
| | 26 - 35 | | 46 - 55 | 1 | 66 + | | 9 |
| Ethnicity: | | Caribbean | | other: | |
| British, Mixed British | 0.09% | African | | other: | |
| English | | Mixed Black | | other: | |
| Scottish | | Chinese | | other: | |
| Welsh | | Japanese | | other: | |
| Indian, British Indian | | other: | | other: | |
The practice has predominantly a British White patient base and the PPG is representative of that. We are constantly striving to seek engagement from all patient profile groups using opportunistic mechanisms such as:
Promotional material on the website and on practice notice boards, patient newsletters and informal conversations directly with patients to promote inclusivity. Our population is heavily weighted to the over 65's and is significantly larger than national averages. This composition is also reflected in the distribution of our membership of our Patient Participation Group.
3. Compare the PRG with your practice profile and describe the differences between the practice population and membership of the PRG?
Our PRG is broadly similar to our practice profile. Our above average base of over 65's is mirrored in the membership of the PRG. Our total list is predominantly white British and this is also reflective of PRG. Our membership also has representation from our patients with small children and patients with Long-Term Conditions. This is also reflective of our patient profile as we have a high prevalence of all Long-Term Conditions. Our PRG does not have representation from our Minority groups as indicated in our profile. Our PRG is also heavily weighted to the over 65 population and is not proportionate to our 25-65 age group
Church Walk Surgery has only 0.5% of its registered patient population belonging to any category other than British or Mixed British.
4. Please explain any differences in section 3 above and the efforts of the practice to communicate with groups not represented? (This is required even If the practice has chosen to use a pre-existing PRG)
The practice has made a commitment to grow representation of the PRG to encapsulate broader membership that is reflective of our registered population. We are using all opportunistic mechanisms available to us to attract new members including promotion on our practice website, notice boards in the waiting room and targeted conversations with patients to encourage and increase membership. We are also looking at alternative methods to engage with our patients to encourage younger, broader and wider membership. We have begun to look at setting up a twitter account and the use of electronic media to broaden the patient base. We have also discussed with our PRG colleagues methods including our PRG going into the waiting room to encourage further conversations
5. How has the practice sought the PRGs views of priority areas?
Practice-PPG Mission Statement (from the first meeting January 2011)
“The Practice requires patient feedback regarding its services and patient opinion and contribution in developing future services. This mechanism would also improve all stakeholders’ knowledge and education regarding these services.”
The Practice has sought the views of priority areas through PPG meetings and other forms of ad hoc contact (email, telephone, written correspondence).
The first meetings involved the Practice providing an overview of the National Health Service and the present (changes, expectations and targets) and how the Practice, its services, and service delivery, and its patients, fit into this changing environment.
The meetings provoked questions from the PPG members.
Members expressed concerns regarding the changing NHS and are keen to be aware of current developments. Concerns included how these changes may affect the Practice and what the Practice can do to accommodate.
Other members are involved in groups and services (secondary care and community) and we had a discussion as to how the Practice could assist with the continuation of these.
All members provide feedback from other patients, as well as themselves regarding core patient issues. These consist of the following:-
- Access to practice services (including the Practice’s non-attendance rate and wasted appointments)
- Quality of services
- Communication (and education)
- Customer Service
6. Please describe how the priorities for the survey were selected - do these reflect those set out by the PRG?
The Practice used CFEP which, for the PPG’s first year, the members believed this survey provided a good general base of patient questions. All the GP Partners thought the survey to be appropriate and this was sent to the PPG members for perusal and comment, and any additions/deletions were invited. The contents of the survey were discussed at the following PPG meeting.
The group were keen to establish the general baseline of patient satisfaction with the Practice and agreed that the survey covered all the required aspects. No-one wished to add/amend/delete any of the original survey.
The survey included the priority areas discussed at the PPG meeting (December 2011):-
- Access to practice services
- Quality of services
- Communication (and education)
- Customer Service
7. How has the practice determined the questions used in the survey?
The Practice wished to obtain feedback on all aspects of its service and facilities, to use this as a starting position. “Comments” and the “open questions section” from the survey provided the best form for the practice to receive open comments which provided an opportunity to improve our services offered to patients. (at the PPG meeting 16th March 2012)..
8. How have the priority areas been reflected in the questions?
It was agreed by the Practice and the PPG that the priority areas had been included in the format of the questions of the survey.
9. Describe the Survey - How and when was the survey conducted?
A week was selected in February (when all GPs were in attendance in Surgery). A questionnaire with an attached envelope was handed to every patient following the GP consultation. The patient was asked to complete the form and kindly post it in the post box in the waiting room at reception. All information was anonymous.
There was a low uptake rate of completed questionnaire as patients left the consulting room and surgery before completing a form. The questionnaires continued to be distributed to all patients attending for a consultation, until the required number had been completed.
10. What methods has the Practice used to enable patients to take part?
The PPG members were involved in the design (agreement) of the questionnaire. A random week was selected where every patient attending a GP consultation was asked to complete the questionnaire. This was considered as being reflective of a snapshot of the variation of patients using the Practice. Approximately 2.5% of the Practice’s patients completed the survey.
11. How has the practice collated the results?
The completed questionnaires were sent to CFEP UK to collate and report the survey’s findings. This was issued by email (pdf).
12. How were the findings fed back to the PRG?
The report was sent (emailed and/or posted) to each PPG member and comment was invited. The members were informed that the report was one of the agenda items at the next PPG meeting. The findings were discussed at the next PPG meeting (16th March 2012).
13. Please describe the survey results:
91% of patient ratings were good, very good or excellent. The Practice’s mean scores were mostly higher than the National mean scores. Out of 28 assessment areas, those below average included:-
1. Ability to see a practitioner within 48 hours
2. Ability to see the practitioner of choice
3. Ability to speak to the practitioner on the telephone
4. Comfort of the waiting room
5. Reception Staff
6. Respect for privacy/confidentiality
The Practice’s overall rating was 81 compared to a National rating of 73.
14. Explain how the PRG was given opportunity to comment?
Members were invited to comment as soon as the report was sent to them. The main forum to discuss the findings was at the PPG meeting 16th March 2012.
15. What agreement was reached with the PRG of changes in provision of how service is delivered?
1. The practice continues to look at different ways to address access issues. For example we are currently building up our database of mobile phone numbers to enable to automatically text or voice activated message facility to patients 24 hours before their appointment to reduce the number of daily DNAs
2. Informing patients that they can speak to the GP on the telephone if necessary using the website and notice boards to notify patients..
3. Waiting room improvements to include redecoration and flooring. We are also installing electronic doors and a reception counter for patient s with disabilities to improve access.
4. Reception staff and customer care training to improve communication skills. This has been organised for 17th May.
16. Were there any significant changes not agreed by the PRG that need agreement with the PCT?
There were no significant changes not agreed by the PCT.
17. Are there any Contractual considerations that should be discussed with the PCT?
There are no contractual issues that need to be discussed with the PCT.
18. How did you consult with the PRG about the action plan?
This was discussed at the PPG meeting 16th March 2012.
19. Please give a brief summary of priorities and proposals agreed with the PRG arising out of the practice survey:
1. Continue to monitor access requirements including a reduction in the DNA rate for the practice.
2. Informing patients that they can speak to the GP on the telephone if necessary.
3. Waiting room improvements to improve decoration, flooring and access for patients with disabilities.
4. Reception staff and customer care training. This has been organised for 17th May.
5. Refurbishment of reception area and waiting room should provide more privacy at the reception counter. This will be reviewed.
20. Were there any issues that could not be addressed? - if so please explain
There were no issues that could not be addressed.
21. Has the PRG agree implementation of changes and has the PCT been informed (where necessary)
The PPG has agreed with the implementation of changes. It has not been necessary to notify the PCT.
22. Please describe how this report has been publicised/circulated to your patients and the PRG
The Patient survey is displayed on the Surgery notice board in the foyer and on the PPG notice board (since it was first available). The results have also been published (23rd March 2012) on the Practice’s website www.churchwalksurgery.nhs.uk . The findings will be published in the next newsletter (due April/May).
23. Practice Opening Hours – explain how patients can access services during core hours.
Patients can access Practice services in person during the following times:
| Monday: | 07:00 to 19:30 |
| Tuesday: | 08:00 to 18:30 |
| Wednesday: | 08:00 to 18:30 |
| Thursday: | 08:00 to 19:30 |
| Friday: | 08:00 to 18:30 |
Patients can contact the Surgery on the telephone Monday to Friday between 8.00a.m. and 18.30p.m.
Outside of the above hours, the Out of Hours Service will manage the patients’ needs where possible. Patients can telephone the surgery line on 01773 712951 and the call will be automatically diverted to the Out of Hours service.
Patients can also email repeat prescription requests, surgery comments/complaints through the Church Walk website at anytime. These services are available during opening hours for the practice.
24. Where the practice offers extended opening hours please confirm the times that patients can see individual health care professionals?
| Monday: | 07:00 to 08:00 | Dr. T. Dickson Dr. H.M. Vaghela Nurse Practitioner Health Care Assistant |
| Monday: | 18:30 to 19:30 | Dr. K. Lim Dr. M.J. Dickson |
| Thursday: | 18:30 to 19:30 | Dr. S. Sivan Dr. N. Walmsley |
| Number of PRG meetings which have taken place since 1st April 2011 | 3 | | | | | | | |
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| Office Use: | | | | | | | | | | |
| DES Component | Section attained in |
| One | 1 | | 2 | | 3 | P | 4 | | | |
| Two | 5 | | 6 | | |
| Three | 7 | | 8 | | 9 | | 10 | | 11 | |
| | 12 | | |
| Four | 13 | | 14 | | 15 | | 16 | | 17 | |
| Five | 18 | | 19 | | 20 | | 21 | | | |
| Six | 22 | | 23 | | 24 | | |