SHELDON MEDICAL CENTRE

194 SHELDON HEATH ROADBIRMINGHAMB36 0PU

TEL: 0121 743 4444

PATIENT REPRESENTATIVE GROUP REPORT– MARCH 2013-2014

PATIENT REPRESENTATIVE GROUP

WHAT IS THE PATIENT REPRESENTATIVE GROUP (PPG)?

The patient representative group (PPG) at Sheldon Medical Centre was setup in 2013 to have patient’s views about the services we offer at Sheldon Medical Centre and to get their advise on areas of improvements in the quality of the service that practice offers to the patients. The group comprises from different age group, ethnic background and sex.
The reviews are done on quarterly basis.

PPGAND PRACTICE PROFILE

Give a description of the profile and then show a breakdown of it

Details for your practice population profile should be available through your practice system. Please note if ethnicity totals do not add up to 100% then please show the remaining % in the ‘not stated’ box

Demonstrating how a Patient Reference Group is Representative
Practice Population Profile / PPG Profile / Difference
Age
% Under 16 28.51% / % Under 16 0.00% / -28.51%
% 17-24 11.41% / % 17-24 0.00% / -11.41 %
% 25-34 16.47% / % 25-34 0.00% / -16.47%
% 35-44 12.65% / % 35-44 0.00% / -12.65%
% 45-54 11.65% / % 45-54 14.29% / +2.64%
% 55-64 7.27% / % 55-64 0.00% / -7.27%
% 65-74 7.19% / % 65-74 28.57% / +21.38%
% 75-84 2.86% / % 75-84 57.14% / +54.28%
% 85 and Over 1.02% / % 85 and Over 0.00% / -1.02%
Ethnicity
White / White
% British Group 59.24% / % British Group 100% / 0.31%
% Irish 0.54% / % Irish 0.00% / -0.54%
Mixed / Mixed
% White & Black Caribbean1.78% / % White & Black Caribbean 0.00% / -1.78%
% White & Black African 0.81% / % White & Black African0.00% / -0.81%
% White & Asian 0.77% / % White & Asian 0.00% / -0.77%
Asian or Asian British / Asian or Asian British
% Indian 1.32% / % Indian 0.00% / -1.32%
% Pakistani 5.92% / % Pakistani 0.00% / -5.92%
% Bangladeshi 1.63% / % Bangladeshi 0.00% / - 1.63%
Black or Black British / Black or Black British
% Caribbean 1.28% / % Caribbean 0.00% / - 1.28%
% African 2.94% / % African 0.00% / - 2.94%
Chinese or other ethnic group / Chinese or other ethnic group
% Chinese 0 / % Chinese 0.00% / - 0.62%
& any other 4.91% / & any other 0.00% / - 4.53%
Not Stated % 18.87% / Not Stated % 0.00% / - 0.27%
Gender
% Male 47.79% / % Male 57.14% / +9.35%
% Female 52.21% / % Female 42.86% / +9.35%

STEPS TO ENSURE GROUP WAS REPRESENTATIVE/REASONS FOR DIFFERENCE IN GROUP AND PRACTICE PROFILE

Reception staff gave out survey questionnaire to patients whenever they came to see the doctor/nurse for their appointments or to collect their prescriptions or for any other enquiries. A total number of 40 surveys were given to the patients from the different age group and ethnic background.
Reception staff also displayed poster at waiting area for the PPG invite to make patients aware of the service and we have application forms available at the reception to join the group.
Reason for difference in Group and Practice Profile
We tried our best efforts to encourage as many as patients we can have in our PPG. The main barrier for patients to join this group was that most of patients work during the hours of the meeting and therefore, they find it difficult to attend. We asked our patients if the evening hours suit them to attend the PPG meeting, but that also could not work out due to their social/family commitments.

PRG FREQUENCY

How often do you hold the meetings? Dates as evidence would be really useful-
The reason why the PPG meeting only started in September was that they Sheldon had a fairly active group for a number of years but that had gradually declined due to patients' declining health and increasing age, followed by the leaving of the person running the group, so it folded. They have taken some time to select the right member of staff to get the new group up and running, this involved her going to meetings etc and getting enough patients to get a good size group going
Quarterly
13th September 2013 / Discussed the quality care the patient received. Excellent NHS System, Minor Aliment service, Extended hours ,extra services e.g. INR monitoring . Discussed about the questions in the surveys
13th December 2013 / Discussed about summary care record, Recruitment of PPG members discuss survey results and format the action plan based on the survey result. Recruited the PPG Group chair.
14th March 2014 / Discussed about complaints from patients, appointment availability. Practice website.

PRG MEMBERSHIP

Optional name details with consent of members
Chair : Mr Joseph Frost

PATIENT SURVEY 2013-2014

AREAS OF PRIORITY & HOW THEY WERE DECIDED

How did you decide which questions to include in the survey?
After having different views from the patients in the PPG meetings and the national survey result for the practice, we chose 10 questions from the survey which includes Satisfaction with opening hours of the practice, receptionist behaviour, appointment availability and waiting.

SURVEY PROCESS

How did you carry out the survey? Describe the process
The survey was carried out during the last week of September and early October. The reception staffs were instructed to handover the survey questionnaire to the patients visiting to the surgery and to obtain 50 surveys duly filled. The patients having English as their second language, was helped by the reception staff.

RESULTS

Headliners for the findings for each question – graphs are normally quite a nice way to represent this. Comparisons with other surveys (if the questions are the same) are really useful. You will also need to include sample size and respondent size.
50 patients responded to the survey and some of the findings are as under:

DISCUSSION ABOUT RESULTS

Explain when and where your results were discussed (these needs. Link your results to the action plan below
During the PPG meeting on 13th December 2013 we discussed the survey results and what action plan can be taken to improve the services at the practice.
Following actions are to be improved:
  • Improve the reception staff behaviour from ‘Good’ to ‘Very Good’. More in house training to improve reception staff behaviour.
  • Improve practice appointment availability.
  • Improve waiting time.

ACTION PLAN

Layout an action plan for your surgery based on your PRG meetings and your survey findings. Explain how you agreed the final action plan.
e.g.
Action / Task / Timeline
Improve the reception staff behaviour from ‘Good’ to ‘Very Good’ / More in house training to improve reception staff behaviour. / Short and frequent meetings to highlight issues identified by the reception staff.
Improve practice waiting time Good’ to ‘Very Good’. / Doctors are advised to run on time and if running late in the case of emergency, reception staff informs the patients. And advise patient to book double appointments for more than two health problems. / Review the system by doing in house audit
Improve appointment availability. / Patients are receiving sms reminders for their appointment. Educate patients to cancel appointments as early as possible to free-up the appointments if they cannot attend.
Staff to triage that the patient is seen by the appropriate clinician. / Already implemented and monitored

ACCESS

OPENING HOURS

List your opening hours
Monday 8:00am to 6:30pm
Tuesday 8:00am to 6:30pm
Wednesday 8:00am to 6:30pm
Thursday 8:00am to 6:30pm
Friday 8:00am to 6:30pm
Saturday CLOSED
Sunday CLOSED
Bank Holidays CLOSED

ACCESS TO SERVICES

Telephone number, address, how to access services (e.g. appointment booking, emergency appointments, out-of-hours)
SHELDON MEDICAL CENTRE
Birmingham B26 2DR
Telephone : 0121 743 4444 (For appointment booking/Emergency/Out of hours)
Fax : 0121 722 2044
Out of hours : For out of Hours service either call the practice and you will be given the number or call Badger directly on 0300 555 0303