BODRIGGY HEALTH CENTRE
PATIENT PARTICIPATION GROUP (PPG)
Directed enhanced service
REPOrT
2012/2013
Dr J Slater & Partners
Bodriggy Health Centre
60 Queensway
Hayle
Cornwall
TR27 4PB
www.bodriggysurgery.co.uk
CONTENTS / PAGEIntroduction
· Practice Population / 3 - 4
Bodriggy Health Centre Patient Participation Group
· Advertising the PPG
· The First Meeting
· Members
· The Committee
· Representation / 4- 6
4
4
5
5
5-6
Priority Areas 2011-2012
· Action Plan
· Agreement
· Contractual Considerations
· Survey
· Survey Questions
· Survey Results
· Survey Conclusion
· Survey Action Plan / 6
6-7
7
7
7
8
9-13
14
15
Priorities For 2013/14 / 16
Practice Opening Hours
· Normal Hours
· Additional Hours
· Lunch Time Arrangements
· Out of Hours Arrangements / 16
16
16
16
16-17
How To Obtain A Copy Of This Report / 17
Introduction
The practice felt that the Patient Participation Group Directed Enhanced Service (DES)[1] was an opportunity for our patients to:-
· work together with doctors and staff to help the practice meet the needs of their patient population and improve communication
· help the practice to promote a healthy lifestyle
· share an understanding of issues and opportunities
· help to influence change and help improve services locally
Bodriggy Health Centre has an established Patient Participation Group (PPG). The group was formed in July 2011 and only patients registered at the practice aged 16 and over were invited to join.
Practice Population
Bodriggy Health Centre is within the 20% most deprived areas in the Country[2]. The practice regularly looks at reports based on age, sex and practice list size and we have been recording the ethnicity of registered patients on computerised records for several years as a matter of routine. The practice currently has 10536 registered patients. The chart below shows the practice population by age group and sex.
0.8% of our practice population are from non-white ethnic groups.
Bodriggy Patient Participation Group
Advertising the Patient Participation Group
We invited patients to join the group through publicising details of the first meeting. We advertised by the following methods: -
· Advert in the local magazine “The Hayle Pump”
· Posters in the surgery and shop windows, community halls, etc throughout the town
· Power Point Presentation on the TV in the waiting room
· Newsletter
· Word of mouth
· Through personal invitation by a doctor or nurse
Patients were invited to turn up at the arranged meeting and they did not have to express an interest prior to the meeting.
The First Meeting
The first meeting was held on 13th July 2011 at Bodriggy Health Centre at 7pm. We did not know how many patients, if any, would attend and were pleased with the response. The Practice Manager, a GP and a Secretary represented the practice and 9 patients attended.
The meeting was more of an opportunity to “meet and greet” and to explain the purpose of a Patient Participation Group and open up areas for discussion.
Some really good ideas came out of the discussion we had during the first meeting.
The group agreed to meet quarterly and they preferred to meet on a Wednesday evening and continue to meet at Bodriggy Health Centre for the time being. Quarterly meetings have been held since.
Members
The current group is represented by 39 members (34 in 2011/12). 17 are male and 22 are female. The age range is shown on the graph below.
The Committee
Nick Navratil is the Chair Person. So far a Secretary has not been nominated so the Practice arranges for a member of staff to attend each meeting to take notes. Members felt that they needed time to get to know each other better and gain confidence within the group before a formal process for nominating members for the committee could be undertaken.
As the group is not involved with fund raising, a Treasurer is not required.
The practice will continue to send at least two members of staff to the meetings to offer the support required to help the group to become fully established. One member of staff will be one of the GP Partners.
Representation
The members of the group are predominantly white British. The most represented age group is age 65 to 74 and the least represented is age 17 to 24.
Despite our best efforts, we have found it very difficult to gain representatives from other ethnic backgrounds.
Although the group has 39 members, not all are able to attend the meetings and some are “virtual group members” whereby they are included in all the correspondence and they contribute by providing feedback and comments. To enable more members to attend meetings, the days on which meetings are held are now alternated between Mondays, Wednesdays and Fridays. The group members prefer to use Bodriggy Health Centre as the venue for their meetings. Due to practice surgery commitments, meetings cannot be held during surgery times so Mondays, Wednesdays and Fridays are the only evenings when the surgery is available.
We have encouraged more members to join the group by publicising the meetings further through advertising at the surgery, shops and community halls throughout the town, through practice newsletters, advert in the “Hayle Pump” Newsletter and on the Practice Website. We are inviting young adults, patients between 17 and 24 and patients of ethnic groups other than white British when they attend consultations.
Priority Areas 2012 - 2013
The group felt that improvement could be made to the way we communicate information to patients in the form of posters, leaflets, TV screen within the practice.
Action Plan
After discussion during a PPG meeting in July, the members wanted a paper questionnaire to be completed by patients over a 3 month period from September 2012. The questions the group wanted to ask were:-
1. Do patients look at the information on display in the surgery on the notice boards, patient leaflets or on the TV screen?
2. Are patients concerned about privacy or confidentiality when looking at the information on display on notices board or patient leaflets when in the surgery?
3. Would patients find a folder of information and leaflets useful?
4. Do patients find the information on the TV in the waiting room useful?
5. Do patients know there is a practice leaflet available for patients to take home?
Also to invite any other comments or suggestions on how the practice can improve the way that information is made available to patients within the surgery.
Agreement
Were there any aspects not agreed?
No. The group and the practice were in support of this action.
Contractual Considerations
Were there any contractual considerations to action?
Yes. Confidentiality & Data Protection: The practice has the responsibility to ensure that the completed questionnaires are kept confidential and any patient identifiable information is not passed on to group members without the consent of the patient. The questionnaire was intended to be anonymous and therefore did not ask for patient identifiable information. A sealed ballot box was provided for patients to post their survey results.
Survey
To get the opinion of the surgery users, patients were invited to answer a short survey when they visited the practice.
108 patients took part in the survey.
Survey Questions
Bodriggy Patient Participation Group
Patient Survey
1. Do you look at the information on display in the surgery?
Notice Boards? Yes ÿ No
Patient Leaflets? Yes ð No ÿ
TV Screen? Yes ð No ð
2. Are you concerned about privacy or confidentiality when looking at the information on display in the surgery?
Notice Boards? Yes ð No ð
Patient Leaflets? Yes ð No ð
3. Would you find a folder of information and leaflets useful?
Yes ð No ð
4. Do you find the information on the TV in the waiting room useful?
Yes ð No ð
5. Did you know there is a practice leaflet available for patients?
Yes ð No ð
If you have any suggestions or comments on how the practice can improve the way information is made available to patients, please let us know below:-
Thank you for taking the time to complete this questionnaire.
2
SCJ/2012/13 PPGDES
04/03/2013
Bodriggy Patient Participation Group
2012 Patient Survey Results
Do you look at the information on display in the surgery? / Yes / No / Not Answered / Spoilt PaperNotice Boards / 79 / 18 / 10 / 1
Patient Leaflets / 47 / 40 / 21 / 0
TV Screen / 89 / 12 / 7 / 0
Are you concerned about privacy or confidentiality when looking at the information on display in the surgery?
Notice Boards / 11 / 97 / 0 / 0
Patient Leaflets / 6 / 89 / 13 / 0
Would you find a folder of information and leaflets useful? / 49 / 56 / 3 / 0
Do you find the information on the TV in the waiting room useful? / 89 / 18 / 1 / 0
Did you know there is a practice leaflet available for patients? / 32 / 76 / 0 / 0
Total Number of patients who took part in the survey 108
2
SCJ/2012/13 PPGDES
04/03/2013
Do you look at the information on display in the surgery?
Are you concerned about privacy or confidentiality when looking at the information on display in the surgery?
Would you find a folder of information and leaflets useful?
Do you find the information on the TV in the waiting room useful?
Did you know there is a practice leaflet available for patients?
Suggestions & comments on how the practice can improve the way information is made available to patients
Maybe a tea or machine or chilled water
Have a water machine in the waiting room
I find the surgery very comfortable as a patient
The questions I answered no to should be some info is useful
It's OK
An excellent surgery
Would love to look at fish tank in the waiting room & music too!
Fine as it is
Blood test information - possible update format rather than tests OK
Find everything OK
I think when you phone people on reception they seem genuine + have your interests as important
More exciting TV screen info as in the layout and design but otherwise I feel it's good generally
Leaflets waste paper if not applicable + only practical if relevant to the particular patient
Please make sure patients are informed first regarding any referrals to hospitals for scans, tests, etc. Not to hear from them first
Would it be possible to make Tannoy louder?
Very negative I'm afraid. Far more irritated when trying to book appointments in advance
Don’t really look at information unless its relevant to myself, otherwise I am not really bothered
Wider range of information
Conclusion
· 73% of patients surveyed look at the Notice Boards.
· 44% of patients surveyed look at the leaflets
· 83% of patients surveyed look at the TV Screen Presentation of which 82% find the information useful.
· 70% of patients surveyed did not know that a Practice Leaflet was available.
· Only 45% of patients felt that a folder of information/leaflets available in the waiting room would be useful.
· The suggestions and comments were not all relevant to the questionnaire which suggests that the question could have been explained better. From the relevant comments patients suggested that improvements could be made by: -
Ø Include some graphics to the TV screen presentation to make it more exciting
Ø Wider range of information
Ø Leaflets waste paper if not applicable + only practical if relevant to the particular patient
Ø Don’t really look at information unless its relevant to myself, otherwise I am not really bothered
Ø Would it be possible to make the Tannoy louder?
The results of the survey were shared with the Patient Participation Group on 14 December and sent to members who were unable to attend. Feedback was invited.
The following action plan has been agreed.
Action Plan
Ø Continue to keep notice boards and leaflets up to date and changed regularly.
Ø Provide a link to practice and NHS approved websites through the practice website so that patients can be confident when searching for health related information.
Ø Increase the font size on the TV Screen.
Ø Slideshow speed to be adjusted to do a complete roll through to last 10 minutes.
Ø Include graphics on the TV Screen display to make it look more interesting.
Ø Make the Practice Leaflet more visibly prominent and advertise that it is available on the TV screen.
Ø Tannoy System – surgery staff to speak clearly and to adjust the sound of the Tannoy System to suit the environment (i.e. louder when waiting room busy).
Priorities for 2013/14
1. Ensure that the unrepresented groups of patients are represented at the PPG through continued publicity.
2. Keep patients informed of survey results and PPG information through the Website, TV Screen in the Waiting Room and Newsletters.
3. PPG to review most recent GPAQ (patient questionnaire) results and provide feedback to the practice.
4. The practice will support the PPG by updating the Patient Participation Group page on the Practice Website and advertising the PPG plans, achievements and information on the TV screen in the waiting room, include in Newsletters and display posters as appropriate.
Practice Opening Hours
Normal Hours
The practice is open from 8am to 6pm Monday to Friday for face to face enquiries and the telephone lines are open from 8.30am to 6pm Monday to Friday (outside of these times, the calls are transferred to Serco Health GP Out of Hours Service).
Additional Hours
The practice has clinics before 8am and after 6.30pm on a weekly basis either on a Tuesday or a Thursday as part of the Extended Hours DES.
Lunch Time Arrangements
The practice is open at lunchtimes.