South Park and the Heath Surgeries Patient Participation Group Annual Report March 2012 Introduction



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South Park and the Heath Surgeries

Patient Participation Group

Annual Report

March 2012

Introduction
As part of a government led initiative to encourage better dialogue between GP practices and patients, South Park and the Heath Surgeries formed a Patient Participation Group. The group is intended to be run as virtual group and a group which meets face to face.
This report outlines the work that has already been done to assemble the PPG and the results of the initial practice survey.
This report is intended to be read by all patients, and PPG members. We will post this report on our website and on notice boards in both surgeries.
Background and formation of the PPG
In order to get a balanced view of patient opinions and suggestions, it is important to make sure that the PPG is representative of the practice population. Initially we wrote to 1800 patients, chosen randomly, inviting them to become members. We then put up posters in both surgeries inviting all of our patients to join. Application forms were left in reception for people to complete.
The profile of our PPG is as follows –
Practice population - 6532

Number of PPG Members - 130


Age Group 17-24 - 3

Age Group 25-34 - 6

Age Group 35-44 - 14

Age Group 45-54 - 16

Age Group 55-64 - 43

Age Group 65-74 - 37

Over 74 - 11
Ethnicity

White British - 102

White English - 5

Black African - 2

Other white – 7

Chinese – 1

Bangladesh – 1

Other Asian – 1

Eastern European – 2

Not Specified - 9


Registered Carers - 6
Priority Issues
Once the group was established we consulted with all of our members to obtain their views about what they thought were the priority issues within the practice. A form was given to each member to write down their top priorities.
We then put together a patient survey based upon the most common issues, and invited all PPG members and patients attending the surgery over a four week period to complete. The survey was anonymous so that we could obtain honest open views about how our patients feel about the practice.
Please see the next sheet for a copy of our patient survey.
SOUTH PARK AND THE HEATH SURGERIES - PATIENT SURVEY
Q1. Which Surgery do you usually attend?


Bracebridge Heath




South Park




Both





Q2. When did you last see a Doctor or Nurse at the Surgery?


In the past 3 months




Between 3 and 6 months ago




More than 6 months ago




Never had an appointment





Q3. How satisfied are you with the opening hours at the surgery?


Very




Fairly




Neither satisfied nor dissatisfied




Quite dissatisfied




Very dissatisfied




Don’t know opening hours





Q4. Would you like the surgery to open at additional times?


Yes




No




If yes, please Specify





Q5. In the past 6 months how easy have you found the following?




Haven’t
tried

Very

Easy


Fairly
easy

Not very

easy


Not at
all easy

Don’t
know

Getting through on the phone



















Booking an appointment



















Speaking to a Doctor on the phone



















Speaking to a Nurse on the phone



















Obtaining test results by phone



















Obtaining repeat prescriptions




















Q6. How helpful do you find the receptionists at the Surgery?


Very




Fairly




Not very




Not at all




Q7. Are you satisfied with the parking facilities at the surgery?


Very




Fairly




Not very satisfied




Not at all satisfied





Q8. How easy do you find getting into the building at the surgery?


Very




Fairly




Not very easy




Not at all easy





Q9. How clean is the surgery?


Very




Fairly




Not very clean




Not at all clean




Don’t know





Q10. In general, how satisfied are you with the care you receive at the Surgery?


Very




Fairly




Neither satisfied nor dissatisfied




Quite dissatisfied




Very dissatisfied





Q11. Would you recommend the Surgery to someone who has just moved to your local area?


Yes




Not sure




Probably not




Definitely not




Don’t know





Q12. Are there any additional services you would like the surgery to offer?


Yes




No




If yes, please specify







PLEASE COMPLETE AND HAND IN TO RECEPTION. THANK YOU
Results of our practice survey
All of our completed surveys have been analysed, and below is a summary of the information gathered




















Question

Survey Number

Number of responses

Percentage of total

Q1

Which surgery do you usually attend

BBH

136

80.00

 

SP

26

15.29

 

BOTH

8

4.71

Q2

When did you last see a Doctor or Nurse at the surgery?

Last 3 months

137

80.59

 

3-6 months

22

12.94

 

More than 6 months ago

10

5.88

 

Never had appt

0

0.00

Q3

How satisfied are you with the opening hours at the surgery?

Very

97

57.06

 

Fairly

52

30.59

 

Neither satisfied nor dissatisfied

10

5.88

 

Quite dissatisfied

8

4.71

 

Very dissatisfied

3

1.76

 

Don't know opening hours

0

0.00

Q4

Would you like the surgery to open at additional times?

Yes

67

39.41

 

No

103

60.59

 

Please Specify

0

0.00

Q5a

In the past 6 months how easy have you found getting through on the phone?

Haven't Tried

12

7.06

 

Very Easy

72

42.35

 

Fairly Easy

56

32.94

 

Not Very Easy

22

12.94

 

Not at all Easy

6

3.53

 

Don't know

2

1.18

Q5b

In the past 6 months how easy have you found booking an appointment?

Haven't Tried

1

0.59

 

Very Easy

85

50.00

 

Fairly Easy

62

36.47

 

Not Very Easy

13

7.65

 

Not at all Easy

6

3.53

 

Don't know

3

1.76

Q5c

In the past 6 months how easy have you found speaking to a Doctor on the phone?

Haven't Tried

89

52.35

 

Very Easy

23

13.53

 

Fairly Easy

21

12.35

 

Not Very Easy

10

5.88

 

Not at all Easy

3

1.76

 

Don't know

24

14.12

Q5d

In the past 6 months how easy have you found speaking to a nurse on the phone?

Haven't Tried

103

60.59

 

Very Easy

19

11.18

 

Fairly Easy

13

7.65

 

Not Very Easy

8

4.71

 

Not at all Easy

4

2.35

 

Don't know

22

12.94

Q5e

In the past 6 months how easy have you found obtaining test results by phone?

Haven't Tried

71

41.76

 

Very Easy

43

25.29

 

Fairly Easy

24

14.12

 

Not Very Easy

8

4.71

 

Not at all Easy

4

2.35

 

Don't know

19

11.18

Q5f

In the past 6 months how easy have you found obtaining repeat prescriptions?

Haven't Tried

18

10.59

 

Very Easy

121

71.18

 

Fairly Easy

20

11.76

 

Not Very Easy

5

2.94

 

Not at all Easy

2

1.18

 

Don't know

4

2.35

Q6

How helpful do you find the receptionists at the surgery?

Very

141

82.94

 

Fairly

25

14.71

 

Not very

3

1.76

 

Not at all

2

1.18

Q7

Are you satisfied with the parking facilities at the surgery?

Very

116

68.24

 

Fairly

27

15.88

 

Not very satisfied

6

3.53

 

Not at all satisfied

2

1.18

Q8

How easy do you find getting into the building at the surgery?

Very

147

86.47

 

Fairly

20

11.76

 

Not very easy

3

1.76

 

Not at all easy

0

0.00

Q9

How clean is the surgery?

Very

144

84.71

 

Fairly

25

14.71

 

Not very clean

1

0.59

 

Not at all clean

0

0.00

 

Don't know

0

0.00

Q10

In general, how satisfied are you with the care you receive at the surgery?

Very

131

77.06

 

Fairly

29

17.06

 

Neither satisfied nor dissatisfied

3

1.76

 

Quite dissatisfied

7

4.12

 

Very dissatisfied

0

0.00

Q11

Would you recommend the surgery to someone who has just moved to your local area?

Yes

147

86.47

 

Not Sure

15

8.82

 

Probably Not

4

2.35

 

Definitely Not

3

1.76

 

Don't Know

0

0.00

Q12

Are there any additional services you would like the surgery to offer?

Yes

39

22.94

 

No

131

77.06

 

If yes, please specify

0

0.00

Summary of survey results


170 surveys were received back.
The survey revealed the following:-
80% patients attended Bracebridge Heath surgery 15% South Park Surgery and 5% both surgeries.
94% of patients had been seen within the previous 6 months.
88% of patients were satisfied with the surgery opening hours but 12% said they would like the surgery to open at additional times.
75% of patients found getting through on the phone easy or fairly easy but 16% found it not very easy.
87% patients found booking an appointment Easy or Very easy but 10% found booking an appointment not very easy.
Of the 33% of patients who had tried to speak to a Doctor on the phone 76% found it easy.
Only 4% of patients stated that they found it difficult to order repeat medication.
99.5% of patients found the surgeries Clean or Very Clean.
96% of patients were satisfied or very satisfied with the care received by the surgery.
The main issues highlighted as areas for improvements are :-


  1. Opening Hours

  2. Telephones

  3. Additional services. E.g minor surgery

We wrote to our PPG with a proposed action plan based upon the summary results and have asked for their feedback. A meeting has been agreed for Tuesday 27th March to discuss and agree an action plan for 2012.



PPG Minutes and agreed action plan

SOUTH PARK AND THE HEATH SURGERIES

PATIENT PARTICIPATION GROUP MEETING 27TH MARCH 2012
MINUTES


Present:
Stuart Coffey, Fiona Powell, Penny Ashton, Sharon Martin, Maureen Wiltshire, Beryl Williams, Maureen Fountaine, John Longmuir, Alan Wheeler, Michael Linehan, Sharon Preston, Joyce Rimmer, Michael Giles, Janet Judson, Carol Johns, John Collins, Shelagh Collins, Graham Heath, Gillian Stevens, Margaret Fisher, Einar Bjorge, Len Richards, Michael Field, Joan Mchale, J. Rosamond Clarke, Natalie Elwood, Lionel Gee, Janice Gee, W Parker, J Parker, Annette Southcott.
Apologies:
Dr M Z Qureshi


  1. Welcome and Introductions

Practice Manager, Stuart Coffey thanked everyone for attending our first meeting and introduced himself. There was then a presentation about the role of PPG and how it should work in our practice. Stuart explained that we wrote to 2500 randomly chosen patients inviting them to join our PPG. We had a response from 130 saying that they would like to be members. It was then explained that this group is not a forum for complaints, but a constructive group working towards the same goals.





  1. Group Business




    • It was decided that the whole group would be invited to meet 3 times per year as well as email and paper correspondence.

    • The PPG agreed that they would like to form a committee and names would be taken at the end of the meeting. It was agreed that the committee can use the meeting room and facilities of the practice when required. The committee would meet on a more regular basis.

    • Elections for the committee will be held at the next meeting.

  1. Work Plan


Review of patient survey results
Stuart explained how the survey had been put together, based upon the initial feedback from the PPG. All future surveys will be based upon ideas and suggestions from PPG members and the practice.

We had 170 returned surveys – 70 of these were completed by PPG members and 100 by patients attending the surgery over a 4 week period.

The survey was open to patients at both surgeries.
The results were discussed at length and questions were asked by PPG members. The mains points discussed were:


  • Opening times – need to review extended hours, late evening and weekends.

  • Shortage of appointments – explained about the Doctors working day and how they can only see 15 patients each per clinic. Need to make better use of our newly qualified nurse practitioner.

  • Difficulty getting through on the phone, only 50% of people found it easy to get through. – new phone system needed.

  • Monthly prescriptions – some patients would like bi-monthly. Explained how this is not usual practice but can be allowed in exceptional circumstances.

  • Additional services – explained that these will become available if the funding changes.


Action Plan
The following action plan was agreed by the practice and PPG members.


  1. Opening hours

From the surgery and PPG feed back a number of patients were requesting additional opening hours.


Suggestion 1

The surgery will open at Bracebridge Heath surgery over the lunch period and therefore be open from 8.00 to 6.00 Monday to Friday.



Action required

This has been implemented from January 2012.



Suggestion 2

The surgery already opens on a Wednesday evening from 6.00pm to 8.00pm.



Action

This information needs to be better advertised to patients.

Message to flash on screen in waiting room.

Posters advertising evening clinics to be put up.

Opening hour’s information sheets to be put in waiting rooms for patients to take away.
Suggestion 3

Saturday morning opening.



Action

This possibility will be discussed by the practice staff.

It will be put to the patients of the surgery in the next survey so we can gain a wider view and see if there is a need.


  1. Getting through on the phone

The practice currently has an 0844 number for incoming calls. This has proved to be unpopular with patients and a number of comments have been received from members of the PPG and the survey.


Action

The practice will look to change telephone contracts to provide patients with a 01522 Lincoln number which is easy to remember and cheaper to use for mobile phones and landlines.

The practice will ensure that any change in contract will not affect the ability of patients to get through on the phone.

This change will be actioned as soon as possible.





  1. Additional Services

Patients have asked whether more services could be offered by the surgery rather that having to travel further away.

Action

The practice will look into being able to provide additional services such as Minor Surgery, and Physiotherapy etc.

Consideration would have to be made based upon the resources available to provide these services.

We do offer a family planning, contraception service.


The surgery has the capacity to offer services to providers who may wish to work from the surgery at Bracebridge Heath, and the practice will offer this facility as appropriate.

News from the practice
There wasn’t any current news from the practice to feedback to patients. It was asked if there was any more information on the closure of South Park surgery but to date we have no further information.
Any other business
The members of the PPG made some suggestions for the practice and it was agreed that we would look into and where possible try to implement these going forward.


  • Advertise opening times clearly

  • Supply name badges for the staff

  • Display the names of the medical staff in the surgery

  • Display a breakdown of missed appointment for all patients to see. Make it more visible and continue sending DNA letters

  • Put a mirror in reception so the receptionist can see what’s happening in the waiting room.

  • Regular GP contact with patients over the age of 90

  • Keep the notice boards up to date

It was agreed that the next meeting will be held shortly after Easter. Date to follow.

After consultation with our PPG we have been made aware that not all of our patients are aware of our opening hours. In January 2012 we changed our opening hours by staying open at lunchtime. Please see below for details.
The Heath Surgery opening hours
8am to 6pm - Monday, Tuesday, Thursday and Friday

8am to 8pm – Wednesday

Extended hours – Wednesday 6-8pm

G.P - Dr Arun

Practice Nurse – rota based

Test results are available by telephone after 2pm daily.

Repeat prescriptions are available by request in the surgery or online via our website. www.southparkandheathsurgery.co.uk

All prescriptions take 48 hours to process once received.
Appointments can be made in person or via the telephone. Same day emergency appointments are available at 8am each morning.
Telephone – 0844773934 - Select option 2 for The Heath

Fax - 0844773935

South Park Surgery opening hours
8am to 12.30pm Monday to Friday
Test results are available by telephone after 2pm daily.

Repeat prescriptions are available by request in the surgery or online via our website. www.southparkandheathsurgery.co.uk



All prescriptions take 48 hours to process once received.
Appointments can be made in person or via the telephone. Same day emergency appointments are available at 8am each morning.
Telephone – 0844773934 - Select Option 1 for South Park

Fax – 0844773935
After 12.30 daily, all calls are diverted to The Heath Surgery where a full appointments and administration service is available for South Park patients.

South Park and the Heath Surgeries are affiliated as a member of the National Association for Patient Participation.

www.napp.org.uk

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