Patient Participation Group 2012-13

Patient Reference Group Report

1. Profile of Practice

2. Process Used to Recruit to our PRG

A randomly selected sample of patients were contacted by letter giving them information regarding the purpose of setting up this group and invited to join.

3. Priorities of the Survey and How These Were Agreed

The PRG were given 3 questionnaires which were drawn from various sources (PGAQ, National Primary Care Research and Development Centre, Practice Management website). The group met to discuss the best questionnaire to take forward.

It was agreed that the questionnaire from the Practice Management website was most suitable as it covered the following priorities that were important to the PRG. These were:

• Reception Staff
• Opening Hours
• Additional opening hours
• Accessing urgent GP appointments
• Telephone access

4. Methods and Results of the Patient Survey

The questionnaire was provided in paper form and given out to 100 patients who attended the surgery during the first two weeks of March 2013.

5. Resulting Action Plan

The practice discussed the results of the survey on the 18th March 2013. Following this, the results were presented and discussed with the PRG on 19th March 2013. This present ta thtis meeting included PRG members, Dr M Ali and Rebecca Eaton, Practice Manager.
An action plan was agreed at this meeting.

6. Action Plan

Ability to get through to the practice on the phone. – Overall the results here were rather disappointing, although not surprising. This is certainly one area that we need to address. We intend to look at the incoming lines versus number of staff on duty and where appropriate have the telephone lines re-programmed with an outgoing message. “You are 2nd in the queue” etc.

Opportunity to Speak to a Doctor/Nurse on the Telephone when Necessary – patients requested that they should have access to doctors and nurses by telephone when necessary. It is surprising that this area did not score particularly well, as we addressed issues from last year’s results. However, the overall issue this year was that patient’s did not know this facility was available.

Opening times of the Medical Centre
The results clearly indicated that there would be a strong preference for the Practice to be open during evenings and weekends. This was discussed a both our Practice meeting and PRG meeting. However we are not able to act upon this action at this time. Patients had also indicated their desire for the Practice to remain open during the lunchtime period. We have opened during the lunchtime period since June 2012. We need to ensure we are letting our patients know this.

7. Progress made with Action Plan

Telephone Answering
You said – 49% of patients reported problems getting through to the practice on the telephone.
We did – We agreed to meet and discuss with our telephone software supplier. To look at ways we can programme an out-going message, to advise patients where they are in the queue. Also look at promoting alternative ways of making appointments, i.e. through on-line appointment booking.

The result is – ongoing.

Opportunity to Speak to a Doctor/Nurse on the Telephone when Necessary
You said -18% of patients reported that this service was fair or poor.
We did – Half an hour after surgery will be made available for telephone consultations when required. As described above, this was an action from last year’s survey, and surprising it has achieved a low result again this year.
The result is – Reception staff to offer telephone appointments and use notice boards within the waiting room to promote this service.

Our current surgery opening times are:

Monday to Friday 8.00am to 6.30pm