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

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 27^th 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 27^TH 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.

2. 
   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.

2. 
   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.

3. 
   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