Dr Longfield & Partner
Woodroyd Centre
Patient Participation Group
Annual Report 2013/14
Written by Karen Naylor, Practice Manager
March 2014
1.Introduction
The Patient Participation Group (PPG) is made up of patients registered at the practice and members of practice staff. It had its first formal meeting in February 2007 at that time both Dr Longfield and Dr Fenwick & Partners patients were members of the group but since 2011 the group has been solely for Dr Longfield & Partner’s Practice.
The group has agreed terms of reference however they are at present under review as the group membership has changed over the years. Currently the PPG meets on a monthly basis as we are trying to revive the groups dwindling numbers and existing members are reviewing the time/location of these meetings until we reach a time and day that is favored by themajority.
Agendas and papers are sent either electronically or by post before the meeting. The Practice Manager chairs this meeting. Different members of staff have attended some of the meetings.
Profile of Members
The practice has 4650 patients registered at 3rd March 2014. Our patient profile is 70% fromSouth Asian background. 90% of patients are under 65 years of age and there is an equal mix of males/females. The practice population has a high number of young families and a proportion of Eastern European patients
Currently (Mar14) there are 16 group members consisting of 10 females and 6 males
7 members are Pakistani/Pakistani British and 7 members are British and 2 members are East European
The average age of members is 54
8 members attend regularly8 members are on distribution list for papers and make contributions via email as a virtual group if they cannot attend.
The Practice actively seeks to ensure that the PPG is representative of the practice.
- Actively encourage membership by displaying registration information on the patient display screen.
- There is a dedicated notice board in the waiting room and in the corridor inviting patients to join the PPG and informing PPG members of practice news.
- Patients are invited to join by staff members and following complaints.
- Information on repeat prescriptions counterfoils
- New patient health check questionnaires include information on membership
- We promote the group on our practice website and publish minutes, reports and information. We also advertise our virtual group for those members who cannot attend.
- We publish details of the PPG on our practice leaflet which we give to all new patients when they register.
- We have a dedicated notice board for the PPG in the waiting room
- How the practice has worked to ensure our group represents our patients.
- This is a constant challenge. This year staff tried to recruit new members when carrying out the patient questionnaire. The practice promoted the group by visiting the local community services and putting posters in local shops particularly the Eastern European shops in the area as we felt this percentage of our population were under represented in the group. The practice has also formed informal links with some of the local churches and Bradford Trident and attends “We are BD5” community meetings with Bradford Trident’s Service development lead, with a view to promoting the practice and recruiting for the PPG,
2. Agree with the PPG which issues are a priority and include in the local survey
Discussions were held for the content of local survey around patient feedback from complaints, comments, emails and feedback from attached staff, e.g. District Nurses, Health Visitors.
The key areas for discussion were around appointments, telephone system, and health promotion.
Due to our lack of members at the time of the survey we had to review the various methods of feedback we had collated and look at past meetings and pull the information together to draft a survey which we then emailed to the virtual group for further comments.
The survey was shared with patients in November/December 2013 over a 4 week period.
3.How did the practice get views from patients?
There are a wide variety of ways in which the practice obtained views from patients to collate
- Advertised PPG internally through posters , leaflets, noticeboards, prescription counterfoils
- Complaints. We have had several informal complaints about the telephone system despite us supplying a geographical number as well as our 084 system (action point from last year’s practice survey)
- Suggestions box in waiting room
- Questionnaires
- Direct patient feedback from members of the primary healthcare team including attached staff e.g. Community Matron, District Nurses, Health Visitors, Bradford District Care Trust Staff
- Feedback from NHS England
- Direct patient feedback from patients via email
- Feedback from other service user’s e.g. sure start, Benefit Advisors, Community workers.
- Critical incidents
- NHS Choices website
4. Provide the PPG with an opportunity to discuss the survey findings and reach agreement with the PPG on changes to the service.
The Practice Survey
Development of survey with patients
The patient survey was developed together with thevirtual PPG. Welooked at any complaints we may have received during the last year and in addition included the actions from the questionnaire from the year before. We did this as we were unable to maintain our practice based PPG due to lack of interest. This year the survey focused on access. The survey questions coveredaccess, opening hours, waiting times, information for patients with longterm conditions and customer service. It was not possible for us to include members of the PPG except for the virtual group for comments. The survey was emailed to the group for feedback, no changes were made.
Process of administering the survey
The questionnaire was handed out by reception staff and the patients were encouraged to complete them whilst in the practice waiting room awaiting their appointments. The questionnaires were collected from patientsanonymously and passed onto administrative staff who collated the information. A member of staff developed a summary of results and this was displayed in the waiting room and emailed to the patients in the virtual group.
5. Agree an action plan with the PPG and seek PPG agreement to implementing changes.
Results of the practice survey
We discussed the results which showed that there were still concerns around access for appointments particularly via the telephone, and same day appointments. The Practice hasrecently successfully recruited more PPG members who were given a copy of the December survey for comments and the feedback from the meeting in February has been added to this year’s Action Plan as we felt that it was important to include their views and ideas.
6. Achievement from previous year.
The Practice has implemented a number of changes from the previous year’s survey and includes:
Patients wished to have a geographical number as well as 084 number
The practice has implemented a land line number as well as an 084 number and is in the process of now changing the telephone system altogether to exclude the 084 number.
Additional call board in waiting room
The practice manager considered 3 quotes for additional call board equipment and installation.
Unfortunately due to lack of funds this is not possible at the present time. Although should funds exist in the future, this idea will be revisited.
Health Promotion
Leaflets have been provided re self care and long term conditions. In addition to this the HCA has included in her role the managing of self help and health promotion and education. It is expected that this role will expand further and the HCA will and is now expanding this role out in to community.
Expanding the Group Membership
We have advertised the PPG and included advertising in the local community newsletters. We have actively sought to recruit new members and have now successfully recruited 8 new members to the group.
Action Plan for 2014
Summary of feedback from new PPG members
- To discuss the inclusion of Saturday appointments
- Prescribing for minor ailments. What were the possibilities of reinstating the minor illness scheme – to discuss with CCG.
- Health promotion. Group would like to volunteer to help with this
To update
To increase the PPG membership as last year dwindled to 1, who did not wish to attend on their own. Virtual group numbers still the same. / Develop group by encouraging members of staff to work together with community to take the Practice out to them. Continue to advertise in local community as well as Woodroyd. Advertise in BD5 magazine. / Action: KN/MH/NH/AG/MK / review in May 2014
Practice meeting 4th February 2014
Access – PPG thought it would be a good idea for the practice to open on a Saturday / This will be discussed but is unlikely at the moment. The practice has extended hours on one evening and one morning a week. / Action KN / Review April 2014
Health promotion PPG would like a leaflet and talk on life style and diet. / To be held in the waiting room on a Tuesday afternoon. PPG volunteers to help / KN/MK/SS/ML / Review April 2014
Patient Participation Group
AS A RESULT OF YOUR SUGGESTIONS, WE HAVE MADE THE FOLLOWING IMPROVEMENTS:
1.WE HAVE ADDED A LOCAL LAND LINE NUMBER TO OUR TELEPHONE OPTIONS AND WE ARE UPDATING OUR PHONE SYSTEM IN APRIL 2014 (REMOVING THE 084 NUMBER)
2. WE HOPE WE HAVE IMPROVED OUR COMMUNICATION WITH YOU BY OUR WEBSITE, CALL BOARD MESSAGING AND DEDICATING NOTICE BOARDS TO SHARING OUR NEWS AND SURVEYS RESULTS WITH YOU.
LOOK FOR OUR PATIENT PARTICPATION GROUP NOTICE BOARDS –NEW MEMBERS ARE ALWAYS WELCOME
3. ACCESS –WE HAVE INTRODUCED A NEW TRIAGE PHAMACY SERVICE ON A MONDAY
4. LOOK OUT FOR OUR RANGE OF HEALTH PROMOTION LEAFLETS.
4. COMING SOON – HEALTH CARE EDUCATION SESSIONS IN THE WAITING AREA TUESDAY AFTERNOONS.
Thank you for your support in helping us to improve the service we provide to you.
Karen Naylor – Practice Manager
Working together to improve your healthcare
If you wish to join our Patient Representation Group, please ask a member of staff or visit our website for further information –
Summary of practice survey
The GP Patient Survey
Dr Longfield & Partner
When did you last see or speak to a GP from your GP surgery?
In the past 3 months / 14Between 3 and 6 months ago / 3
Between 6 and 12 months ago / 0
More than 12 months ago / 0
I have never seen a GP from my surgery / 0
When did you last see or speak to a nurse from your GP practice?
In the past 3 months / 15Between 3 and 6 months ago / 2
Between 6 and 12 months ago / 0
More than 12 months ago / 0
I have never seen a nurse from my surgery / 1
Generally, how easy is it to get through to someone at your GP surgery on the phone?
Very easy / 8Fairly easy / 3
Not very easy / 6
Not at all / 1
Haven’t tried / 0
How helpful do you find the receptionists at your GP surgery?
Very helpful / 8Fairly helpful / 9
Not very helpful / 0
Not at all helpful / 0
Don’t know / 0
In the reception area, can other patients overhear what you say to the receptionist?
Yes, but I don’t mind / 7Yes, and I’m not happy about it / 5
No, other patients can’t overhear / 4
Don’t know / 2
How do you normally book your appointments to see a GP or nurse at your GP surgery?
In person / 10By Phone / 14
By fax machine / 0
Online / 0
Doesn’t apply / 0
Which of the following methods would you prefer to use to book appointments at your GP surgery?
In person / 7By Phone / 13
By fax machine / 0
Online / 3
Doesn’t apply / 0
Is there a particular GP you usually prefer to see or speak to?
Yes / 10No / 7
How often do you see or speak to the GP you prefer?
Always or almost always / 4A lot of the time / 5
Some of the time / 6
Never or almost never / 0
Not tried at this GP surgery / 1
Last time you wanted to see or speak to a GP or nurse from your GP surgery: what did you want to do?
See a GP at the surgery / 10See a nurse at the surgery / 2
Speak to a GP on the phone / 0
Speak to a nurse on the phone / 0
Have someone visit me at home / 0
I didn’t mind/ wasn’t sure what I wanted / 0
And when did you want to see or speak to them?
On the same day / 10On the next working day / 2
A few days later / 3
A week or more later / 0
I didn’t have a specific day in mind / 1
Can’t remember / 0
Were you able to get an appointment to see or speak to someone?
Yes / 16No / 0
What type of appointment did you get? I got an appointment....
....to see a GP at the surgery / 17....to see a nurse at the surgery / 5
....to speak to the GP on the phone / 0
....to speak to a nurse in the phone / 0
....for someone to visit me at my home / 0
How long after initially contacting the surgery did you actually see or speak to them?
On the same day / 12On the next working day / 5
A few days later / 0
A week or more later / 2
Can’t remember / 0
How convenient was the appointment you were able to get?
Very convenient / 11Fairly convenient / 5
Not very convenient / 3
Not at all convenient / 0
If you weren’t able to get an appointment you were offered wasn’t convenient, why was that?
There weren’t any appointment for the day I wanted / 10There weren’t any appointments for the time I wanted / 2
I couldn’t see my preferred GP / 3
I couldn’t book ahead at my GP / 0
Another reason / 0
What did you do on that occasion?
Went to the appointment I was offered / 7Got an appointment for a different day / 2
Had a consultation over the telephone / 3
Went to A&E / walk in centre / 0
Saw a pharmacist / 1
Decided to contact my surgery another time / 3
Didn’t see or speak to anyone / 0
Overall, how would you describe your experience of making an appointment?
Very Good / 8Fairly good / 4
Neither good nor poor / 5
Fairly poor / 0
Very poor / 0
How long after your appointment time do you normally wait to be seen?
I don’t normally have appointments at a particular time / 0Less than 5 mins / 1
5 to 15 mins / 10
More than 15 minutes / 7
Can’t remember / 0
How do you feel about how long you normally have to wait to be seen?
I don’t normally have to wait too long / 10I have to wait a bit too long / 5
I have to wait far too long / 2
No opinion / does apply / 0
Last time you saw or spoke to a GP from your GP surgery, how good was the GP at each of the following?
Giving you enough time
Very good / 10Good / 7
Neither good nor poor / 1
Poor / 0
Very poor / 0
Doesn’t apply / 0
Listening to you
Very good / 12Good / 4
Neither good nor poor / 0
Poor / 0
Very poor / 0
Doesn’t apply / 0
Explaining tests and treatments
Very good / 12Good / 6
Neither good nor poor / 0
Poor / 0
Very poor / 0
Doesn’t apply / 0
Involving you in decisions about your care
Very good / 11Good / 4
Neither good nor poor / 1
Poor / 0
Very poor / 0
Doesn’t apply / 0
Treating you with care and concern
Very good / 9Good / 6
Neither good nor poor / 0
Poor / 0
Very poor / 0
Doesn’t apply / 0
Did you have confidence and trust in GP you saw or spoke?
Yes, definitely / 11Yes, to some extent / 6
No, not at all / 0
Don’t know / can’t say / 0
Last time you saw or spoke to a nurse from your GP surgery, how good was that nurse at each of the following?
Giving you enough time
Very good / 10Good / 6
Neither good nor poor / 0
Poor / 0
Very poor / 0
Doesn’t apply / 0
Listening to you
Very good / 14Good / 4
Neither good nor poor / 0
Poor / 0
Very poor / 0
Doesn’t apply / 0
Explaining tests and treatments
Very good / 8Good / 8
Neither good nor poor / 0
Poor / 0
Very poor / 0
Doesn’t apply / 0
Involving you in decisions about your care
Very good / 8Good / 5
Neither good nor poor / 3
Poor / 0
Very poor / 0
Doesn’t apply / 0
Treating you with care and concern
Very good / 11Good / 7
Neither good nor poor / 0
Poor / 0
Very poor / 0
Doesn’t apply / 0
Did you have confidence and trust in the nurse you saw or spoke to?
Yes, definitely / 13Yes, to some extent / 3
No, not at all / 0
Don’t know / can’t say / 0
How satisfied are you with the hours that your GP surgery is opened?
Very satisfied / 7Fairly satisfied / 6
Neither satisfied nor dissatisfied / 1
Fairly dissatisfied / 1
Very dissatisfied / 0
Is your GP surgery currently open at times that are convenient for you?
Yes / 15No / 1
Which of the following additional opening times would make it easier for you to see or speak to someone?
Before 8am / 8At lunchtime / 5
After 6.30pm / 4
On a Saturday / 5
On a Sunday / 3
None of these / 3
Overall, how would you describe your experience of your GP surgery?
Very good / 13Fairly good / 3
Neither good nor poor / 1
Fairly poor / 0
Very poor / 0
Would you recommend your GP surgery to someone who has just moved to your local area?
Yes, would definitely recommend / 12Yes, would probably recommend / 2
Not sure / 2
No, would probably not recommend / 0
No, would definitely not recommend / 0
Don’t know / 0
Do you have a long-standing health condition?
Yes / 12No / 5
Don’t know / can’t say / 0
Which, if any, of the following medical conditions do you have?
Alzheimer’s disease or dementia / 0Angina or long-term heart problem / 2
Arthritis or long-term chest problem / 2
Asthma or long-term chest problem / 1
Blindness or severe visual impairment / 0
Cancer in the last 5 years / 0
Deafness or severe hearing impairment / 0
Diabetes / 0
Epilepsy / 0
High blood pressure / 0
Kidney or liver failure / 0
Learning difficulties / 0
Long-term back problem / 1
Long-term mental health problem / 1
Long-term neurological problem / 0
Another long term condition / 1
None of these conditions / 3
I would prefer not to say / 10
In the last 6 months, have you had enough support from local services or organisations to help you manage your long-term health condition(s)? Please think about all services and organisations, not just health services