The Central Park Surgery Patient Reference Group (PRG)
Introduction
This report describes how the PRG was formed and priorities set to provide a practice survey. The results of the survey were then discussed with the patients and an action plan was agreed upon. The Report was posted on website and on going dialogue with PRG to be undertaken to maintain and improve patients care.
Practice Population Profile
Within the Clinical system, Vision, there is a breakdown of the profile and this is shown below.
Main Criteria / Criteria subgroups / Percentage (%) of Patients Matching This Criteria / No. Patients Required For PPG / Where data taken fromGender / Male / 47.92 / 87 / Vision using clinical audit organisational reports updated on 09/02/11
Female / 52.08 / 95
Ethnicity / British/ Mixed British / 65.13 / 119 / Patient details recorded on Vision's clinical audit system, patient profiling subsection- updated on 10/01/2007
Irish / 0.62 / 1
Another White Background / 6.54 / 12
White and Black Caribbean / 0.01 / 0
White and Black African / 0.03 / 0
White and Asian / 0.01 / 0
Other Mixed Backgrounds / 0.31 / 1
Indian/ British Indian / 1.42 / 3
Pakistani/ British Pakistani / 0.34 / 1
Bangladeshi / 0.27 / 0
Other Asian / 0.93 / 2
Caribbean, W.I., Guyanese / 0.3 / 1
African / 5.54 / 10
Other Black Background / 4.4 / 8
Chinese / 0.25 / 0
Other Ethnic Group / 0.38 / 1
Employment Status / Employed / 96.56 / 176 / Population total and number of people claiming JSA in Heaton, Gooshays, Harold Hill wards using Ward Atlas website
Unemployed / 3.44 / 6
Age / <5 / 8.39 / 15 / Vision via clinical audit organisational reports updated on 09/02/11
5-15 / 14.14 / 26
15-25 / 13.57 / 25
25-35 / 14.65 / 27
35-45 / 14.96 / 27
45-55 / 12.51 / 23
55-65 / 9.45 / 17
65-75 / 5.61 / 10
75-85 / 4.39 / 8
>85 / 2.33 / 4
Total Patients in PPG / 182
This shows that 182 patients are the target number for PRG of which 48% should be male and 52% should be female. When looking at ethnicity, the largest proportion was White British representing 76% with the next group being from Another White Background at 8% and then African at 6% and then Other Black Background at 5%, then there are 5 groups representing 1% each (Other Mixed Background, Indian, Pakistani, Other Asian and Caribbean). From the local Authority Statistics, we were able to drill down the wards to ascertain that our patient profile was representative of local ward constituencies.
Representation
We obviously tried to get the Patient Reference group to represent the Practice Profile and there were a minimum number of members (182) that we tried to achieve and also tried to match this with the sex and ethnicity mix.
Differences between Practice population and members of the PRG
Age / <5 / 8.39 / 15 / Vision via clinical audit organisational reports updated on 09/02/11 / <5 / 05-15 / 14.14 / 26 / 5-15 / 0
15-25 / 13.57 / 25 / Age 15-25 / 2
25-35 / 14.65 / 27 / Age 25-35 / 6
35-45 / 14.96 / 27 / Age 35-45 / 8
45-55 / 12.51 / 23 / Age 45-55 / 16
55-65 / 9.45 / 17 / Age 55-65 / 17
65-75 / 5.61 / 10 / Age 65-75 / 6
75-85 / 4.39 / 8 / Age 75-85 / 20
>85 / 2.33 / 4 / Age 85 & over / 2
Total Patients in PPG / 182 / Total / 77
In March we recruited 77 members and out of these 37 completed the survey. This will take time, it is important to listen and be supportive, and discuss options available. Members need to know that we are trying to maintain and improve the health of our patients making them aware that there are budget constraints. Over 55 years old are well represented in the patients profile for PRG and we now need to concentrate on recruiting people under 55 year olds, so the PRG will represent the Practice Profile.
Process to recruit
We encouraged them and tried to persuade them as this practice did previously have a Practice Patient Group. We however actively recruited for the PRG in the following ways
• spoke to patients and encouraged them to give their views and participate
• wrote to patients and enclose a copy of letters sent.
• emailed patients who had just registered for online appointments and those who we had their email addresses, encouraging them to complete our survey on line
• advertised on our website
The priorities were set by asking patients to prioritise see letter/email sent.
We emailed and contacted patients to ask them to list the priorities and have given two examples of the replies as follows:
“Thank you for your e-mail
I would say the main concern is trying to getthrough on the telephone to get an appointment, If someone is working it can be very frustratingwhen you find theline
continually engaged.
Also the length of time it sometime takes to get an appointment is a concern although if I felt it was urgent I would sit and wait to see a doctor.”
“I agree with your list of priorities.
I am more than happy with the service my wife and I receive at this practice.”
Describe how the questions were drawn up
From the priorities received, the Practice Manager and Business Manager sat down with example surveys e.g. MORI that had previously been set and decided upon a selection that represented the priorities. This questionnaire was then forwarded to a few patients for their comments. Generally there was a census of opinion. The questions needed to be pertinent, relevant and inclusive as we did not want the task to be time consuming. From the priorities questions were selected and adapted to the patients and practice views.
How was the survey conducted?
Paper forms of the Practice Survey were sent out by letter and those who we had an email address for were encouraged to input on line or return the paper forms to surgery for input.
Validate the survey and action plan through the local patient participation report.
What were the results?
As detailed below:
Q1. Thinking of the times when you are willing to see any doctor. How quickly do you usually get seen?
Same Day13%
Next Working Day8%
Within 3 Working Days35%
Within 5Working Days21%
More than 5 working days21%
To be seen within 3 working days is probably acceptable for the need to seen appointment and longer should be more acceptable for the review appointment. Further analysis to be sought
Q2. If you weren't able to be seen during the next 2 weekdays that the GP or Health Centre was open, why was that?
There weren't any appointments62%
Times offered didn't suit2%
Appointment was with a doctor who I didn't want to see16%
A nurse was free but I wanted to see a doctor2%
Another reason8%
Can't remember5%
There needs to be some focus on increasing the amount of time available to see patients, however it has to be feasible and beneficial to all. Are patients willing to be seen outside surgery hours?
Q3. In the past 6 months how easy have you found the following?
a) Getting through on the phone
Haven't tried5%
Very Easy13%
Fairly Easy40%
Not very Easy18%
Not at all Easy21%
Don't know0%
Though it seems the majority of people are able to get through on the phone relatively easily there were additional comments made about some of the difficulties they have with trying to get through to make or cancel appointments. Need to look at other options
b) Speaking to a doctor on the phone
Haven't tried40%
Very Easy10%
Fairly Easy21%
Not very Easy13%
Not at all Easy10%
Don't know2%
The surgery offers a full range of opportunity to speak to a doctor from 8.30 until 10.30 in the morning and from 16.30 until 18.00 in the evening so what are the reasons?
c) Speaking to a nurse on the phone
Haven't tried72%
Very Easy0%
Fairly Easy5%
Not very Easy5%
Not at all Easy8%
Don't know8%
Though this is a service that we offer it seems that, in relation to both the doctors and nurses, the majority of people do not use it. It is important for us to identify why this is; whether people are unaware of the service or whether they are uncomfortable with discussing issues over the phone, for example. Once we’ve identified the reasons we can act on them further.
d) Obtaining test results by phone
Haven't tried64%
Very Easy2%
Fairly Easy8%
Not very Easy8%
Not at all Easy8%
Don't know8%
Question to put to the PRG: Do people find this service useful or is a face-to-face appointment more preferable?
Follow-up action required
Q4. How helpful do you find the receptionists at the Surgery?
Very59%
Fairly32%
Not very2%
Not at all2%
Very positive reflection of our reception staff
Q5. How long after your appointment time do you normally wait to be seen?
I don't normally have appointments at a specific time0%
I am normally seen on time27%
Less than 5 minutes8%
5 to 15 minutes43%
15-30 minutes13%
More than 30 minutes2%
Can't remember5%
Positive to see that just over a quarter of our patients are seen on time however we need to build on this and try and ensure that the majority of our patients are seen at their allocated times.
This is understandable as the practice policy is for patients that come as an emergency are generally slotted in between booked appointments, so this does have a knock down effect
Q6. How satisfied are you with the opening hours at the Surgery?
Very48%
Fairly35%
Neither satisfied nor dissatisfied8%
Quite dissatisfied2%
Very dissatisfied0%
Don't know opening hours5%
Our opening hours are convenient for the majority of our patients. This view may be prior to the reduction in out of hours i.e. late evening working on Tuesday and Thursday and also one Saturday in the month
Q7. As far as you know is the Surgery open ...
Before 8 am?
Yes13%
No59%
Sometimes2%
Don't know24%
Our surgery is not open before 8am, most people are aware of this but all opening hours information is available on our website.
At Lunchtime?
Yes13%
No54%
Sometimes0%
Don't know32%
The surgery is open at lunchtime but closes between 13.00 ad 13.30, patient can still call
After 6.30pm?
Yes24%
No29%
Sometimes21%
Don't know24%
Working later on Tuesday and Thursday stopped in January so how does this effect patient’s convenience?
On Saturdays?
Yes8%
No45%
Sometimes10%
Don't know35%
On Sundays?
Yes0%
No78%
Sometimes0%
Don't know18%
Our surgery is currently closed on the weekends; though this information is available on our website maybe it’s important for us to make it available in more places, for example on appointment cards or in reception.
Q8. Would you like the Surgery open at additional times?
Yes56%
No35%
Patients feel as though they would benefit from the surgery being open at addition times, this should therefore be looked into and if this is possible it would help deliver a better service to patients.
Q9. The last time you saw a GP at the Surgery how helpful was the doctor at each of the following?
a) Giving you enough time
Very good72%
Good21%
Neither good nor poor0%
Poor0%
Very poor2%
Doesn't apply2%
b) Asking about your symptoms
Very good59%
Good29%
Neither good nor poor2%
Poor0%
Very poor2%
Doesn't apply5%
c) Listening
Very good64%
Good27%
Neither good nor poor2%
Poor0%
Very Poor2%
Doesn't apply0%
d) Explaining tests and treatments
Very good54%
Good29%
Neither good nor poor2%
Poor2%
Very Poor2%
Doesn't apply8%
e) Involving you in decisions about your care
Very good59%
Good21%
Neither good nor poor5%
Poor2%
Very Poor2%
Doesn't apply8%
f) Treating you with care and concern
Very good59%
Good24%
Neither good nor poor2%
Poor5%
Very Poor2%
Doesn't apply5%
g) Taking your problems seriously
Very good62%
Good27%
Neither good nor poor2%
Poor5%
Very Poor2%
Doesn't apply0%
The response to this question, question 9 in it entirety, demonstrates that our patients are happy with the service they receive from the doctors. A very positive response
Q10. Did you have confidence and trust in the doctor you saw?
Yes, definitely75%
Yes, to some extent21%
No, not at all2%
Don't know/can't say0%
Very good response
Q11. How easy is it for you to get an appointment with a practice nurse at the Surgery?
Haven't tried21%
Very40%
Fairly29%
Not very2%
Not at all2%
Don't know2%
Q12. Last time you saw a practice nurse at the Surgery, how good did you find the practice nurse at each of the following?
a) Giving you enough time
Very good72%
Good13%
Neither good nor poor0%
Poor0%
Very Poor2%
Doesn't apply8%
b) Asking about your symptoms
Very good62%
Good21%
Neither good nor poor0%
Poor0%
Very Poor2%
Doesn't apply8%
c) Listening
Very good70%
Good16%
Neither good nor poor0%
Poor0%
Very Poor2%
Doesn't apply8%
d) Explaining tests and treatments
Very good70%
Good16%
Neither good nor poor0%
Poor0%