Vale surgery PPG-final - NHS
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2012/2013 Patient Participation Group Report THE VALE SURGERY A Description of the Profile of the members of the PRG The Vale Surgery has developed a Patient Reference Group in 2011 which represents the diverse patient population of different ages, ethnicity and a wide variety of different needs. The PRG comprises of patients who are registered at the practice only and the purpose of this group has been to make sure that patients are involved in decisions about the range and quality of services as well as any changes provided by the practice. This includes obtaining support from the group as well as other patients for any new developments within the surgery. The following information about our practice has helped us to form the patient Reference Group: 0 500 1000 1500 2000 2500 3000 00-09 10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-99 100+ Total FEMALES MALES AGE MALES FEMALES 00-09 231 253 10-19 226 189 20-29 499 436 30-39 589 373 40-49 428 237 50-59 320 206 60-69 159 109 70-79 89 79 80-89 34 47 90-99 5 12 100+ 0 0 Total 2580 1941
Transcript of Vale surgery PPG-final - NHS
2012/2013 Patient Participation Group Report
THE VALE SURGERY
A Description of the Profile of the members of the PRG
The Vale Surgery has developed a Patient Reference Group in 2011 which represents the diverse
patient population of different ages, ethnicity and a wide variety of different needs. The PRG
comprises of patients who are registered at the practice only and the purpose of this group has been to
make sure that patients are involved in decisions about the range and quality of services as well as any
changes provided by the practice. This includes obtaining support from the group as well as other
patients for any new developments within the surgery.
The following information about our practice has helped us to form the patient Reference Group:
0 500 1000 1500 2000 2500 3000
00-09
10-19
20-29
30-39
40-49
50-59
60-69
70-79
80-89
90-99
100+
Total
FEMALES
MALES
AGE MALES FEMALES
00-09 231 253
10-19 226 189
20-29 499 436
30-39 589 373
40-49 428 237
50-59 320 206
60-69 159 109
70-79 89 79
80-89 34 47
90-99 5 12
100+ 0 0
Total 2580 1941
Age PRG PPG
(participated in 12/13)
Vale
Surgery
Population
18-29 3 1 935
30-39 4 1 962
40-49 6 4 665
50-69 10 4 794
70and over 15 5 266
Total 38 15 3622
The current PPG membership is reasonably representative of our practice population. There is an over
representation of over 70 y olds and under representation of under 30y olds on the PPG but this is
probably due to time constraints and less medical concerns of the younger population. On the PRG
there is a good representation of patients from different back grounds including a few patients for
whom English is not their first language.
The Steps taken to ensure that the PRG is representative of our registered patients and where a
category of patients is not represented, the steps we took in an attempt to engage that category
This has been achieved by an on-going advertising campaign, leaflets, posters in the waiting area as
well as in the community hall, directly inviting patients who visit the practice. The Practice
Telephoned and spoke face to face with patients from hard to reach groups. The members
have also been targeted by text message and an advert on the website. These patients were
non respondent to the PPG Meeting. In particular Patients with Substance Misuse Problems
and patients aged between 18-30 years.
Details of the steps taken to determine and reach agreements on the issues which had
priority and were included in the local practice survey
During the previous PPG meeting, the decision was taken on the priority areas that should be
addressed and included in the local practice survey. Comments on the NHS choices website
have also been taken into consideration. It was also agreed that they should be the same as the
previous year. These were:
1. Customer care
2. Appointment system
3. Emergency appointments
4. Telephone access to practice (including early morning and late evenings)
5. Female GP
The manner in which we sought to obtain the views of our patients
The practice undertook a local practice survey and the GPAQ version 4 was used for the
survey as agreed by the practice and the PPG due to the fact that most of the questions are
based on the priorities identified by the PPG members and the practice. The survey was
advertised in the Practice website, posters were displayed in the waiting room. The survey
was collated by the Practice Administrator and was analysed by the Practice Manager.
GPAQ V4
Over a 3 month period,(December 2012 – March 2013) questionnaires were handed to all
patients who attended the Practice for appointments with clinicians. They were asked to
complete the questionnaires and return them to the reception staff. 50 questionnaires were
allocated per clinician which were completed anonymously and patients were encouraged to
be open and honest.
Details of the steps taken by the practice to provide an opportunity for the PRG to
discuss the contents of the action plan.
On 8th
March 2013 the members of the PRG were invited to PPG meeting to discuss the
results of the patient survey and agree the content of the action plan. Last year’s action plan
was reviewed and progress was discussed at the meeting as well and the patients who were
unable to come to the meeting was informed by telephone. Previous year’s action plan was
also reviewed and progress discussed.
Details of the action plan setting out how the finding or proposals arising out of the local
practice survey can be implemented and if appropriate, reason why any such findings or
proposals should not be implemented.
Action
To liaise with other practices in the area to find out about the best appointment system that will help
the patients as well as the practice.
This will be done by the Practice Manager/Administrator who will discuss this at the Practice
Manager’s forum and encourage sharing of experience and best practice.
Completion Date: Summer 2013
Action
Monitoring performance of the new telephone provider and the additional telephone lines
New provider has started on 30.1.2013 and we have also added two extra lines.
Completion Date: On going
Action
Additional Telephone Consultations
We have now added extra slots for the Doctors after the surgery for additional consultation
A summary of the evidence including any statistical evidence relating to the findings or basis of
proposals arising out of the local practice survey
66
23
10
0 1 1
0
20
40
60
80
1
Putting you at ease
Very good Good Fair Poor Very poor Does not apply
69
27
2 0 3 00
20
40
60
80
1
Being polite and considerate
Very good Good Fair Poor Very poor Does not apply
64
23
12
1 0 00
20
40
60
80
1
Listening to you
Very good Good Fair Poor Very poor Does not apply
0
20
40
60
80
1
Giving you enough time?
Very good Good Fair Poor Very poor Does not apply
61
2315
0 1 00
20
40
60
80
1
Assessing your medical
conditions?
Very good Good Fair Poor Very poor Does not apply
55
30
13
2 0 1
0
20
40
60
1
Explaining your condition and
treatment
Very good Good Fair Poor Very poor Does not apply
48
26
19
0 0
7
0
20
40
60
1
Involving you in decisions about
your care
Very good Good Fair Poor Very poor Does not apply
55
2516
0 05
0
20
40
60
1
Providing or arranging treatment
for yuo
Very good Good Fair Poor Very poor Does not apply
73
177
00
20
40
60
80
1
Did you have cnfidence that the
GP is honest and trustworthy?
Yes, definitely to some extent No, not at all Don’t know
89
11 0 0
Did you have confidence that the
doctor will keep your information
confidential?
Definitely To some extent Not at all Don’t know
95
3
Would you be completely happy t
see this GP again?
Yes No
77
175 0 0
0
50
100
1
How helpful were the
Receptionists?
Very helpful Fairly helpful Not very helpful
Not at all helpful Don’t know
50
34
3 0 4 8
0
20
40
60
1
How easy to get through to
practice on phone?
Very easy Fairly easy Notvery easy
Not at all easy Don’t know Haven’t tried
49
21
4 17
17
0
20
40
60
1
How easy to speak to Dr/Nurse on
phone?
Very easy Fairly easy Notvery easy
Not at all easy Don’t know Haven’t tried
6219
17
Seeing a GP urgently? on same
day
Yes No Don’t know
89
9
How important to book ahead?
Importatnt Not inmportant
47
41
6
0 0
4
0
5
10
15
20
25
30
35
40
45
50
1
How easy to book ahead?
Very easy Fairly easy Notvery easy
Not at all easy Don’t know Haven’t tried
29
10
0 00
5
10
15
20
25
30
35
1
How do you normally book
appointments
22
20
2
00
5
10
15
20
25
1
How you prefer to book
appointments
In person By phone Online Doesn't Apply
5130
10 3 3
0
50
100
1
How quickly you get seen?
(Particular Doctor)
Same day or next day 2-4 days 5 days or more
I don’t usually
need to be seen quickly
Don’t know
32 31
18
106
0 00
10
20
30
40
1
How do you rate this?
Excellent Very good Good
Satisfactory Poor Very poor
Does not apply
54
267 2 4
0
50
100
1
How quickly you get seen by (any
doctor)
Same day or next day 2-4 days 5 days or more
I don’t usually
need to be seen quickly
Don’t know
35
27
17
8 7
03
0
10
20
30
40
1
How do you rate this?
Excellent Very good Good Satisfactory
Poor Very poor Does not apply
6
47
30
84
00
10
20
30
40
50
1
How long did you wait?
Less than 5 minutes 5 – 10 minutes 11 – 20 minutes
21 – 30 minutes More than 30 minutes There was no set time
21 21 21 22
11
00
5
10
15
20
25
1
How do you rate this?
Very easy Fairly easy Notvery easy
Not at all easy Don’t know Haven’t tried
73
155
Is your GP practice currently open
at times that are convenient to
you
Yes No Don’t know
10
3 31
0 00
10
20
1
Which of the following additional
opening hours would make it
easier for you?
Before 8am Lunch After 6.30 Saturday Sunday None
58
31
0
Particular GP preffered
Yes No Only one doctor
34
118
4 4
0
10
20
30
40
1
How often you see/speak to your
preferred Doctor?
Always A lot of the time Some of the time Never Not tried
38
18
52
0
9
0
10
20
30
40
1 2
Putting you at ease?
Very good Good Satisfactory Poor Very poor Does not apply
37
19
6
0 0
6
0
10
20
30
40
1
Giving you enough time?
Very good Good Satisfactory Poor Very poor Does not apply
36
17
7
20
5
0
10
20
30
40
1
Listening to you?
Very good Good Satisfactory Poor Very poor Does not apply
35
18
4
0 1
8
0
10
20
30
40
1 2
Explaining your condition and
treatment?
Very good Good Satisfactory Poor Very poor Does not apply
32
12 11
0 1
11
0
10
20
30
40
1
Involving you in decisions about
your care?
Very good Good Satisfactory Poor Very poor Does not apply
30
22
2 2 1
10
0
10
20
30
40
1
Providing or arranging treatment
for you?
Very good Good Satisfactory Poor Very poor Does not apply
61
4
Completely happy to see the
Nurse again?
Yes No
69
131 6
0
20
40
60
80
1
Explaining your condition and
treatment
Very well Unsure Not very well Does not apply
65
19
07
0
20
40
60
80
1
Cope with problems?
Very well Unsure Not very well Does not apply
61
16
26
0
20
40
60
80
1
Keep healthy
Very well Unsure Not very well Does not apply
45
22
15
72 0
0
10
20
30
40
50
1
Overall experience?
Excellent Very good Good Satisfactory Poor Very poor
63
23
105
1
0
20
40
60
80
1
Recommend?
Definitely Probably probably not definitey not don’t know
1
46
38
63
0
10
20
30
40
50
1
Age
Under 16 16-44 45-64 65-74 over 74
40
43
9
Long standing illness, disability or
infirmity?
Yes No Don’t know
35
58
Sex
Male Female
33
2328
40
4
0
10
20
30
40
1
Ethnicity
White Black or black british asian or asian british
Mixed Chinese Other
Comments from the Survey: Excellent Practice I have found the Dr available on Thursdays most helpful and understanding. I have recently moved to this area. I have found the Dr available on Thursdays most helpful and understanding. I have recently moved to this area. Excellent GP Practice with caring doctors and polity receptionists. GPs always professional and are accurate on diagnosis. Been with the Practice for 26 years. No regrets at all.
Changes we intend to take as a consequence of discussions with the Patient representative
Group in respect of the results, findings and proposals:
• A female GP has now joined the practice to do one day a week
• Additional Telephone consultation slots
• Elderly patients to be offered emergency appointments on the same day
• Customer service training for reception staff
• Eye-catching colourful posters too be displayed in the waiting area regarding the
appointment system
• More advertising regarding available appointments, how to book emergency
appointments and telephone consultations
Where it has participated in the scheme for the year, or any part thereof, ending
31.3.2012, has taken on issues and priorities as set out in the Local Patient participation
Report.
Summery of actions agreed following last year’s report are as follows:
• Practice to develop its own website
Completed
• More telephone lines
Completed
• Customer service training
Will be implemented this year
61
3 3 1 4 9 9
0
50
100
1
Employed
Employed unemployed at school
unable to work looking after famly retired
other
The opening hours of the practice premises and the method of obtaining access to
services throughout the core hours and extended hours arrangements (the times at
which individual healthcare professionals are accessible to registered patients.
Practice Opening Hours
Monday 8.00am – 6.30 pm
Tuesday 8.00am – 6.30 pm
Wednesday 8.00am – 6.30 pm
Thursday 8.00am – 8.00pm
Friday 8.00am – 6.30pm
Booking Appointments
Pre-bookable appointments are made by telephone, by calling in to the surgery 4 weeks in
advance. We offer book on the appointments where patients can either telephone or turn up
for emergencies only.
Extended hours
Wednesday 6.30 – 8pm
