PATIENT REFERENCE GROUP REPORT
This report summarises the outcomes of Cestria Health Centre’s Patient Reference Group (PRG) in 2013/14
It contains:
- Profile of PRG/How the practice engaged with patients to ensure all categories are represented
- Priorities for the survey and how they were agreed
- Method and patient survey questions
- Discussion of results of survey with practice and PRG
- Formation of an action plan
- Report to be published on practice website
- Confirmation of our opening times.
The practice has continued to work with our well established Patient Reference Group (PRG) and have successfully recruited some new members. We continue to publicise information regarding the PRG on the Practice website, posters on the notice boards in all 4 waiting areas, display leaflets on the reception desks and respond to comments on the NHS Choices Website including inviting them to join the PRG. The reception staff are encouraged to promote the PRG wherever possible to potential new members and in particular to new patients.
We recognise that retaining the PPG membership is just as important as recruitment. The idea to have a virtual group was intentional to try to keep the group engaged in the process, providing the opportunity to participate without having to attend regular meetings and taking into account social factors such as working patterns. This flexibility gives the practice an opportunity to canvas opinions to assist us in developing change within the practice.
We continue to target specific registered patients, in particular under represented groups by encouraging patients to join a virtual PRG including Diabetic clinic, Family Planning clinic, Citizens Advice clinic, mothers attending Baby Clinic, chronic disease patients, ante-natal clinic, carers, ethnic minority groups, and patients attending flu and primary prevention clinics. In 2012/13 the PRG consisted of 11 members and in 2013/14 this has increased to 18 members.
Gender / Age / Ethnicity
M / 25-34 / British
F / 35-44 / British
F / 35-44 / British
M / 45-54 / SriLankan
M / 45-54 / British
M / 55-64 / British
F / 55-64 / British
F / 65-74 / British
M / 65-74 / British
M / 65-74 / British
F / 65-74 / British
M / 65-74 / British
F / 65-74 / British
F / 65-74 / British
F / 65-74 / British
M / 65-74 / British
M / 65-74 / British
M / 75-84 / British
2. Priorities for the survey and how they were agreed
It was agreed in a Patient Reference Group meeting on 26th September 2013 by all present to continue to use the patient survey used in the previous year (“Suggested Patient Survey” supplied by the Involvement Team, NHS County Durham and Darlington as a template which was localised to our individual practice) which had proved to be a useful tool in evaluating the services we provide for our patients, and provide a direction for future change and development. This also enables us to benchmark our scores against the previous year and is a way of focusing attention on areas requiring improvement.
Leaflets are available to patients in waiting rooms to enable input from anyone wishing to add further areas of priority to be covered in the practice survey.
No additional priorities were suggested by our PRG or patients.
The approvedpatient survey was sent out to the PRG for comments before commencing the survey. Comments are taken into account and the survey amended accordingly.
3. Method and patient survey questions
Prior to the survey starting the practice displayed posters around the surgery informing patients that a survey would be undertaken. We also advised patients that the survey would be discussed with our PRG members.
Patients were asked on arrival to the surgery if they would be happy to participate in the survey. The practice again looked at targeting various groups of patient’s i.e. Diabetic clinic, Family Planning clinic, Citizens Advice clinic, mothers attending Baby Clinic, chronic disease patients, ante-natal clinic and general routine appointments.
The survey was conducted between1st October - 14th December 2013. A total of 464 were completed and analysed.
The analysis of the patient survey highlighted the areas where the practice had scored well and the areas where improvements might be required. The full report was presented at a Practice Meeting on 31st January 2014.
Invitations and the results of the patient survey were sent to the members of the PRG on 5th February 2014 to read prior to the PRG meeting on Thursday 13th February 2014 at 6.00 pm.
Survey results
4. Discussion of results of survey with practice and PRG
The PRG met on Thursday 13th February 2014 to discuss the survey and to look in particular at the areas that were raised by patients that could be improved.
It was decided to have an evening meeting to ensure attendance of representatives who may be working etc. 6 members out of 18attended the meeting and a further 6 members gave their apologies. The meeting was chaired by Dr. J. L. McMichael (GP Partner) and Denise Hunter (Practice Manager). Areas that required improvement agreed by the PRG were highlighted (see Minutes of Meeting) and this will form the basis of the Action Plan. The PRG agreed the patient survey and methodology was credible.
The meeting was very positive and the Practice will continue to build upon the success of the group by continuing to encourage patients to join our PRG Group by publicising information within the surgery and on the practice website.
The meeting was very positive and the Practice will continue to build upon the success of the group by continuing to encourage patients to join our PRG Group by publicising information within the surgery and on the practice website.
5. Formation of an Action Plan
The action plan which was agreed with the PRG on 13th February 2014 focused on 3 areas and this was also discussed and approved by the Partnerson 31st January 2014.
A copy of the Action Plan and a Survey Results poster is on display in the waiting rooms as part of a “Survey Results” display. A copy of the Survey Results and Action Plan is published on the practice website (embedded into this document)
6. Progress Made With Action Plan from 2012/13
You said …. / We did …. / The result is ….
Improve display of internal notices /
- We have done some internal house keeping with the notices and tried to keep information current by removing out of date notices.
Telephone numbers to be more widely publicised / We have ensured our telephone numbers are on the external notice board, practice leaflets, website and displayed internally in waiting rooms / Improved access to services.
Improvement to internal signage / We have displayed additional signage internally to ensure patients are directed to the correct waiting area or consulting room without delay. / Increased patient awareness and improved communication systems
.
Patient Newsletters / Continue with Patient Newsletters on a quarterly basis or more frequently when required. / Increased patient awareness and improved communication systems.
Higher chairs in one of the waiting areas / The lower chairs in one of the waiting rooms were replaced by some higher chairs to assist with patients with reduced mobility.
Improve the car parking / Repair pot holes in patient car park and re-paint lines. / All car parking spaces at the back of the building are fully utilised to free up parking spaces in the main car park.
Advertise North Durham Clinical Commissioning Group commissioning intentions and Public Events on our website / A link to North Durham Clinical Commissioning Group is on our website / Increase patient awareness and involvement in the planning of NHS Services
7. Confirmation of our opening times
This information is available on our website and in the Practice Leaflet
OPENING HOURS Access to services by telephone in person and on-line booking
As a result of the survey we have not changed our opening times. They are:-
Days / Surgery Reception is open / You can call the surgery
Monday / 8.00 am – 6.00 pm / 8.00 am – 6.00 pm
Tuesday / 8.00 am – 6.00 pm / 8.00 am – 6.00 pm
Wednesday / 8.00 am – 6.00 pm / 8.00 am – 6.00 pm
Thursday / 8.00 am - 8.00 pm / 8.00 am – 6.00 pm
Friday / 8.00 am – 6.00 pm / 8.00 am – 6.00 pm
EXTENDED HOURS
Access to extended hours appointments by telephone and in person.
As of 1st April 2014, access to appointments Monday – Friday evening: - 6.00 pm – 8.00 pm which includes 1 GP and either a Nurse Practitioner or a Health Care Assistant on Mondays, Tuesdays and Thursdays).
Saturday mornings:- 8.00 am – 1.00 pm which includes 1 GP and either a Nurse Practitioner or Health Care Assistant
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