Local Patient Participation Report
Local Patient Participation Report 2013
Local Patient Participation Report.
A Patient Reference Group (PRG) has been set up whose member profile is half male and half female, 80% white British, 10% other white European and 10% any other ethnic group. 30% are aged 16-44, 10% 45-54, 20% 55-64, 30% 65-84 and 10% over 84.
The Practice tried to ensure that the PRG was as representative as possible of the patients by putting up posters, putting leaflet inserts in some repeat prescriptions and by the doctor asking patients.
The members of the PRG were e mailed ( or sent letters if no e mail) on 4th January 2013 to consult on which the issues which had priority for the Practice. After this consultation a draft practice questionnaire (based on the GPAQ questionnaire) including questions relevant to the agreed priorities was e mailed or posted to the PRG members on 17th January 2013. The questionnaire was agreed to be used to carry out the practice survey.
The survey took place by asking patients to attending the surgery on the week commencing Monday 28th January 2013 to complete the questionnaire agreed by the PRG. The first 50 completed and received questionnaires were used. The response rate was 93% as most patients completed the questionnaire at the surgery after their appointment as requested.
The survey results were collated and analysed and a proposed action plan drawn up. This information was distributed to the PRG members by e mail or hand delivery on 11th February for comments and suggestions by 25th February. The Practice Manager spoke to some group members and gathered e mail responses from others.
Summary of the survey results
This summary/ analysis relates to the priorities which the PRG felt should be addressed by the patient survey
Relationships between patients and reception ( Question 1)
97% said that the receptionists were very helpful and the remainder that they were fairly helpful.
Phone Access ( Question 2)
97% said that it was very easy or fairly easy to get through to the practice by phone. Only one respondent stated that it was not very easy.
Access to appointments ( Questions 3 and 4)
Of those that had tried to get an urgent appointment on the same day 93% said they normally could do so. 100% said it was very or fairly easy to book ahead.
Relationships between patients and the doctor (Questions 5-8)
All responses to questions 5-7 were “good” to “very good” and 97% said that they definitely had confidence and trust in the doctor.
Relationships between patients and the nurse ( Questions 9-12)
All responses to questions 9-11 were “good” to “very good” and 100% said that they definitely had confidence and trust in the nurse.
Premises ( Question 13)
91% said that they thought the premises were good to excellent, the remainder saying said they were “fair”
Suggestion Box ( Question 14)
48% said that they thought a suggestion box would be a good idea. 15 % said “no”. 37% said that they didn’t know.
Three participants made comments as below:
“It is good to see the same doctor and nurse so that I don’t have to explain my health problems every time”
“The receptionists are always friendly and really try to help”
“It is easy to get an appointment – my friends seem to have wait 2 weeks at their doctor’s”
The proposed action plan, after consultation with the PRG members, was agreed on 25th February and is set out below:
1.Feedback to be given to the practice receptionists that they were rated as very helpful and encouragement to continue their high level of service. Timescale – immediate
2. Feedback on the results to be given to the doctor and nurse who are to be encouraged to maintain the current level of patient satisfaction. Timescale – immediate
3. The Practice to continue to provide a high level of access both by phone and appointment. Timescale – immediate.
4. The practice intends to install a suggestion box to improve patient engagement. Timescale – within 2 weeks
5. The results of the survey to be placed on the Practice page on the NHS choices website and on the notice board in the waiting room – timescale by 31st March 2013.
The practice manager will be responsible for providing and instituting the suggestion box. Any suggestions will be discussed at the bi monthly practice meeting and the effectiveness of the box discussed after 6 months. The effectiveness of points 1,2 and 3 will be assessed by the next annual practice survey.
The survey carried out in 2012 resulted in an action plan which has been implemented in full. Feedback was given to the receptionists, doctor and nurse of the survey results and encouragement to continue to offer a high level of service and patient satisfaction. A handrail to assist with disabled access was installed by the front door within 2 months of the survey results. The possibility of a practice website continues to be an option. It was decided that the NHS choices website was sufficient and appropriate at present but this decision will be reviewed as necessary
Practice opening hours: Monday 08:00 – 13:00 and 15:00 – 19:45
Tuesday 08:00 – 13:00 and 15:00 – 18:30
Wednesday 08:00 – 13:00 and 15:00 – 18:30
Thursday 08:00 – 13:00 and 15:00 - 18:30
Friday 08:00 - 13:00 and 15:00 – 18:30
Surgery hours: Monday 09:15 – 11:30 and 17:30 – 19:30
Tuesday 09:15 – 11.30 and 17:00 – 18:30
Wednesday 09:15 – 11.30
Thursday 09:15 – 11.30
Friday 09:15 – 11.30 and 17:00 – 18:30
Appointments with the doctor and nurse may be made by telephone or in person through reception during opening hours. Outside of these times please call the usual surgery number ( 01708 220478) and listen to the message for details of the 111 service for out of hours service.
The additional times for doctor’s appointments under the extended hours scheme are Mondays from 18.30 to 19:30.
Last updated on 04 March 2013.
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