Parkside Surgery, Burnley: Patient Participation Report 2011-12
Stage One – demonstrate that the patient group is representative
Demonstrate how the Patient Reference Group is representative by providing a detailed breakdown of the practice population below:-
Total Practice Population
AgeUnder 16 / 16-24 / 25-34 / 35-44 / 45-54 / 55-64 / 65-74 / 75-84 / 85+
1806 / 958 / 1166 / 1396 / 1451 / 1274 / 983 / 466 / 185
Gender / No.
Male / 4831
Female / 4854
Ethnicity
White British / Irish / Mix Carribean / Mix African / Mix Asian / Indian / Pakistani / Bangladeshi / Black Carribean / African / Chinese / Other
Specific care groups e.g. nursing homes, learning disabilities, drug users, carers.
The suggested categories given here are not routinely and accurately recorded. We are aware of the need to improve such recording in the coming year. Ethnicity is recorded at registration but to date there is no record for the majority of our population.
Specific Care Group / No. of PatientsIschaemic heart disease / 407
Hypertension / 1274
Asthma / 996
Diabetes / 421
COPD / 213
Epilepsy / 83
CVD / 183
Patient Reference Group
Demonstrate how the Patient Reference Group is representative by providing a detailed breakdown of the Patient Reference Group membership below:-
AgeUnder 16 / 16-24 / 25-34 / 35-44 / 45-54 / 55-64 / 65-74 / 75-84 / 85+
0 / 6 / 12 / 14 / 9 / 13 / 6 / 1 / 0
Gender / No.
Male / 22
Female / 39
Ethnicity
White British / Irish / Mix Carribean / Mix African / Mix Asian / Indian / Pakistani / Bangladeshi / Black Carribean / African / Chinese / Other
60 / 1
Specific care groups e.g. nursing homes, learning disabilities, drug users, carers
Specific Care Group / No. of PatientsIschaemic Heart Disease / 8
Hypertension / 5
Asthma / 10
Diabetes / 1
COPD / 3
Anticoagulants / 2
Epilepsy / 3
Parkinsons / 1
CVD / 1
Depression/Mental
Illness / 12
PRG geographical distribution across practice area – demonstrates users of main and branch surgeries represented (branch surgery serves BB12 area)
Postcode / BB10 / BB11 / BB12No. of patients / 24 / 20 / 17
Differences between the practice population and members of the Patient Reference Group
Describe any variations between the practice population and the Patient Reference Group membership. Provide details of the efforts the practice has made to reach any groups that are not represented.
An open invitation was issued to patients to join the Patient Reference Group on the basis that “one volunteer is worth ten pressed men”. Leaflets were distributed in the waiting room of both surgeries and information was provided on the website. We also contacted individually all members of our former patient group. The Patient Forum was advertised in our regular quarterly newsletter. This approach has been vindicated by the active participation of the 61 members we now have on our Patient Forum register who have responded promptly and constructively at all stages in the process.
We recognise that we still have under-represented groups such as young people, care home residents, ethnic minorities, substance misusers (although the latter 2 groups actually account for only a very small proportion of our total practice population). We have attempted to recruit individuals from these groups by targeted approaches from clinicians, so far without great success. This is certainly an area we will be addressing further in the coming year.
Stage Two – validate the survey and action plan through the local patient participation report
SurveyDescribe how the priorities to be included in the local patient survey were identified and agreed with the Patient Reference Group.
Members of the Patient Reference Group were emailed to ask them to identify priorities for inclusion in the survey. 8 responses were received and the comments broadly matched the priorities already identified in-house and issues raised by previous years’ surveys. These comments were then included when drawing up the questions to be included. A draft copy of the survey was then forwarded to the PRG prior to general release to the practice population.
Describe how the questions included in the local patient survey were drawn up.
Taking into account the priorities identified by the PRG, results of previous surveys and issues identified in-house, questions were written or selected from already existing questions available on standard surveys such as GPAQ. Where possible pre-existing questions from validated surveys were used in preference to new questions constructed by ourselves.
Provide details of the methodology used to carry out the survey including the following:-
How the survey was conducted i.e. by paper or electronically, in the surgery or by mail
How the patients to be surveyed were selected (they should be representative of the practice population)
The number of patients surveyed
The number of surveys completed
Details of how the survey was analysed i.e. in house or outsourced.
The survey was conducted electronically via our website and on paper in the waiting rooms at both surgeries. All patients attending surgery were encouraged by reception and clinical staff to complete the survey. Paper copies were then entered electronically by one staff member in order that all surveys could be subject to the same analysis process.
Questions on the survey about gender, age, ethnic group and chronic disease were used to ascertain that the sample surveyed was representative.
509 surveys were completed (over 5% of our total practice population).
The survey was analysed automatically by the survey tool software supplied with our website. This resulted in numerical and graphic presentation of results for further discussion.
Provide details of the survey results.
1. How satisfied are you with our surgery opening hours? (Parkside is open 7am-7pm on Monday and 8am-6.30pm Tuesday to Friday.)
Very satisfied57%
Satisfied37%
Neither satisfied nor dissatisfied3%
Dissatisfied0%
Very dissatisfied0%
2. How do you normally book appointments?
By phone77%
Online using EMIS ACCESS16%
In person5%
3. The last time you rang the surgery, how many attempts did it take you to get through to a receptionist?
1 attempt32%
2 attempts28%
3 or more attempts37%
4. The last time you booked an appointment at the surgery, how satisfied were you with the appointment offered to you?
Very satisfied39%
Satisfied46%
Neither satisfied nor dissatisfied9%
Dissatisfied3%
Very dissatisfied1%
5. How helpful do you find the reception staff at the surgery?
Very helpful50%
Helpful32%
Fairly helpful9%
Not very helpful2%
Not at all helpful0%
6. If you have regular repeat medication(s), how do you normally order these prescriptions?
I bring the request to the surgery personally24%
The chemist orders my prescriptions for me27%
I send the request by post0%
I fax the request0%
I order online using EMIS ACCESS14%
Not applicable26%
7. How convenient do you find the system for ordering repeat prescriptions?
Very convenient37%
Fairly convenient22%
Not very convenient6%
Very invonvenient1%
Not applicable26%
8. The last time you saw a doctor or nurse, how good were they at treating you with care and concern?
Very good75%
Good17%
Fair1%
Poor0%
Very poor0%
9. The last time you saw a doctor or nurse, how confident were you in the quality of care they gave you?
Very confident63%
Confident25%
Fairly confident5%
Not very confident0%
Not at all confident0%
10. We are looking at introducing health checks for people aged 40-74. Is this something you would be interested in?
Yes58%
No5%
Not applicable27%
11. Our practice website ( has detailed information about our services. Have you looked at the website? Apologies if this seems a silly question! The survey is also available in paper form and we have to keep the questions the same in both formats.
Yes20%
No70%
12. We are interested in finding the best ways of providing health advice and information about our services. Which of the following would you find useful? (tick all that apply)
Written newsletter in the waiting room33%
Displays in the waiting room37%
Practice booklet29%
Health education sessions targetting specific groups eg. diabetes, young families12%
Information on our website34%
A facebook link to our website19%
13. Overall, how would you describe your experience at the practice?
Excellent36%
Very good40%
Good12%
Fair2%
Poor0%
Very poor0%
14. Would you recommend the practice to someone who ahs just moved to Burnley?
Yes, definitely69%
Yes, probably20%
No,probably not0%
No, definitely not0%
In order to help us analyse the results of this survey we would like a little information about you.
15. Are you
Male?35%
Female?62%
16. How old are you?
Under 160%
16 to 4435%
45 to 6436%
65 to 7416%
75 or over8%
17. What is your ethnic group?
White94%
Black or Black British0%
Asian or Asian British1%
Mixed0%
Chinese0%
Other ethnic group0%
18. Do you have a long-standing health condition?
Yes48%
No43%
Don't know/can't say5%
Provide details of how the practice discussed the results of the survey with the Patient Reference Group.
All members of the PRG were given access the survey results as soon as they were available. They were invited to comment on the results prior to agreement of the action plan. The PRG expressed their preference for this process to be carried out via email rather than a face to face meeting of all parties although the latter was offered by the practice. 4 responses were received at this stage.
Action Plan
Describe how the practice agreed the action plan for implementing the findings or proposals arising from the local practice survey with the Patient Reference Group. Please enclose a copy of the agreed action plan.
The following action plan was developed with reference to the results of the survey and subsequent comments by the Patient Reference Group. Details of the plan were agreed within the practice by a multidisciplinary group involving clinicians and administrative staff. It was then forwarded to the Patient Reference Group for ratification prior to publishing. 9 responses were received from the PRG and were overwhelmingly in support of the actions proposed.
1. Telephone Access
ACTIONS:
- Introduction of Clinical Triage system for same day appointment and visit requests.
- Further promotion of EMIS ACCESS online appointment booking as an alternative to telephone booking.
.
2. Satisfaction with appointment offered
ACTION:
- Introduction of Clinical Triage for same day appointment and visit requests.
3. Helpfulness of reception staff
ACTIONS:
- All reception staff are undertaking Level 3 NVQ training in Customer Care
- Provide further information about the clinical triage system and why receptionists ask for clinical detail.
4. Quality of care offered by clinicians
ACTION:
- Investigate the provision of satisfaction data to individual clinicians in next year’s survey as this will be more informative.
ACTION:
- To be introduced 2012/13
ACTIONS:
- Updated practice booklet
- Investigate mechanism for emailing newsletter to patients on request
- Investigate Facebook link
Detail any findings or proposals arising from the local practice survey that have not been agreed as part of the action plan and the reasons why.
Suggestions have been made regarding increasing numbers of phone lines and reception staff in the early morning. We currently have 8 phone lines and 3 reception staff answering the phones when the surgery opens at 8am. We cannot sustain an increase in either and aim to improve telephone access by the means detailed above.
Detail any proposals which impact on contractual arrangements.
None of the proposed actions impact on contractual arrangements.
Local Patient Participation Report
Provide the practice website address on which the Local Patient Participation Report has been published. Please enclose a copy of the Local Patient Participation Report.
This report and detailed results of the patient survey will be published on our practice website:
Opening Times
Provide the opening hours of the practice and the method of obtaining access to services throughout core hours.
Parkside Surgery is open from 7 a.m. to 7.30p.m. on Monday and from 8 a.m. to 6.30 p.m. Tuesday to Friday.
Foxcroft Surgery is open 8am-12pm Monday to Friday and 2pm-6pm on Mondays and Fridays.
Access to services during core hours (8am-6.30pm Monday-Friday) is via telephone, in person or online for patients registered with EMIS ACCESS.
If the practice has entered into arrangements to provide extended hours access please provide the times at which individual healthcare professionals are accessible to registered patients.
Extended hours sessions are available on Mondays from 7 am. until 8 am and from 6.30pm until 7.30pm. These sessions are covered by all of the GPs on a rotating basis and by nurse Judy Greenwood.