A virtual Patient Participation Group was set up by the practice in June 2011. Our aim was to have a group of patients representing the broadest cross section of our community, to come together to share their views on the services offered by our practice and help shape its future service provision.
The group communicates by e-mail and would meet if necessary to discuss any major issues that arise.
A poster was put up in the waiting room inviting any patients to become part of the group as well as staff asking patients personally if they would be interested in joining.
Profile of Members
Our group consists of 10 members (5 female and 5 male) who are all patients at the practice.
The profile of our members is:
An ethnic patient (41 - 60 years)
Patient living in an outlying rural area (41 - 60 years)
Patient with long term conditions (61 onwards)
Mother of a young family (21 - 40 years)
2 young students (female 16-20 years and also male 16-20 years)
A mother, whose child has a learning disability (41 - 60 years)
3 Male patients (representing 21-40 years/41 - 60 years and 61 onwards)
The practice sent an e-mail to the group asking them what they think should be our key priorities regarding the services we provide. A list of 20 questions was produced which we asked the group for any feedback and comments on. The group were happy with the number and content of the questions to be asked.
The practice ran a patient survey from 1st December 2011 - 31st January 2012. We were aiming to have a minimum of 25 replies to every 1000 patients; therefore we were aiming for at least 175 replies. The amount of replies received during that time was 174.
The surveys were circulated by the following methods:
A prompt was put on the practice website to encourage patients to fill the questionnaire in. This then took them to the survey through Survey Monkey.
Notices were put up in the waiting room inviting patients to take part by going to the website and clicking on the link or by asking the girls at reception for a hard copy to fill in there and then
Doctors were given cards to hand out to patients also inviting them to take part in the survey.
The receptionists would randomly hand them out to patients in the waiting area along with pens for them to fill in and hand them straight back to reception
Results of the Survey
The results of the practice survey were e-mailed to the patient group on the 29th February 2012 for them to view the findings and feedback to us any comments. From this an action plan would be produced.
The practice scored exceptionally high on all questions (96% and above rated us very good and excellent) so it was decided to look at the questions which were scored the lowest which were:
information provided by the practice about its services
the opportunity for giving compliments/making complaints
Information provided by the practice about its services - The practice will look at re-doing the practice leaflet to include more patient information. For example; costs of private certificates, test results, basic health promotion advice
The opportunity for making compliments or complaints to the practice about its service and quality of care - although there is a poster up in the waiting room, it was felt that the poster needed to be made clearer (bigger, bolder font) and put in a more prominent position. There is a suggestion box on the reception desk for compliments/suggestions so we will put a notice up explaining this.
Practice Opening Hours and Extended Access
The surgery has an arrangement with the PCT to open early 4 mornings a week under an extended hours access scheme. The opening hours are set out below:
Monday 8.00am - 6.00pm
Tuesday 7.30am - 6.00pm (closed 12 -1 for staff training)
Wednesday 7.30am - 6.00pm
Thursday 7.30am - 6.00pm
Friday 7.30am - 6.00pm
All consultations can be made by calling at the surgery or by telephoning 465285. Routine appointments can be made up to 6 months in advance.