St Andrew’s Surgery Local Patient Participation Report
This report summarises development and outcomes of the patient reference group (PRG) in 2013/14.It contains:
- Profile of practice population and PRG
- Survey results
- Process used to recruit to our PRG
- Priorities for the survey and how they were agreed
- Method and results of patient survey
- Resulting action plan and how it was agreed
- Confirmation of our opening times.
1 Profile of practice population and PRG
Practice population summary
There are currently 9972 patients registered at the practice.
Gender
There are 4785 male patients registered at the practice 48%
There are 5187 female patients registered at the practice 52%
Age
The age breakdown of the patients registered at the practice is as follows:
0-15 years1946
16-25 years1148
26-35 years 845
36-45years1347
46-55 years 1749
56-65 years 1292
66-75 years 911
76-85 years 515
Over 86 years 219
Historically we were not collecting ethnicity data for patients registered at the practice and so it is not possible to provide a detailed analysis of our practice population, from observation the majority of our patients are white. We are now collecting this information by adding an ethnicity enquiry to the questionnaire that is completed when patients join our practice.
Patient Reference Group
The patient group comprises 57 members
Distribution Details
Attendance
/Gender
Ethnicity
/Age
2.Survey Results
Patient Satisfaction Survey February 2014
Number of Responses: 100
St Andrew's Surgery
Patient Satisfaction Survey February 2014
Excel Report(click here for full dataset)Number of Responses: 100
Dear Patient,
Many thanks for agreeing to take this short survey to help our practice understand how the service we provide can be improved.
Please answer all of the questions and click Send when you are done. ( A paper copy of this survey is available at reception)
Q1: Have you seen one of our doctors in the last 12 months?
Yes94%
No6%
Q2: How satisfied are you with the ability to make appointments with a doctor?
Very Dissatisfied10%
Dissatisfied20%
Satisfied51%
Very Satisfied19%
Q3: If you have asked to see a Doctor urgently, have you been able to access care either face to face or on the phone on the same day?
Yes63%
No15%
No response22%
______
Q4: Are you aware that it is now possible to make an appointment with your doctor by registering for online appointments?
YES50%
NO48%
No response2%
Q5: What is your preferred method of contact to make an appointment at the surgery?
Phone60%
Online29%
In Person9%
No response2%
Q6: What is your preferred method of contact for enquiries ?
Phone76%
Email13%
In Person10%
No response1%
Q7: How would you rate the General Appearance of our website?
Less than satisfactory2%
Satisfactory19%
Good17%
Very Good23%
Never accessed the website37%
No response2%
Q8: How would you rate the Information Provided on our website?
Less than satisfactory2%
Satisfactory20%
Good20%
Very Good21%
Never accessed the website36%
No response1%
______
Q9:Do the current opening hours enable you to access the care you need?
Not at all3%
Not easily14%
Yes to some extent39%
Yes Easily44%
Q10: What additional hours would enable you to access the care you need more easily?
Early mornings5%
Evenings20%
Saturdays45%
None26%
No response4%
______
Q11: The NHS Health Check is available to people aged 40 and 74 years old who haven't already been diagnosed with vascular diseases and who don't have certain risk factors such as high blood pressure or high cholesterol treated by medication. If you were invited to the surgery for an NHS Health Check would you attend?
Definately not3%
Possibly12%
Definately yes52%
Does not apply to me31%
No response2%
______
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male36%
Female63%
No response1%
What age are you?
Under 163%
17 - 242%
25 - 342%
35 - 449%
45 - 5413%
55 - 6425%
65 - 7426%
75 - 8416%
Over 844%
What is the ethnic background with which you most identify?
White British89%
White Irish4%
Mixed White & Black Caribbean0%
Mixed White & Black African0%
Mixed White & Black Asian0%
Indian1%
Pakistani0%
Bangladeshi0%
Black Caribbean0%
Black African0%
Chinese0%
Other2%
No response4%
How would you describe how often you come to the practice?
Regularly30%
Occasionally54%
Very Rarely15%
No response1%
Many thanks for your time in answering the questions on this survey.
3 Process used to recruit to our PRG
To recruit to our PRG we:
Emailed all the current members and confirmed that they wish to continue to participate in the group
Put up Posters in Reception to encourage more members
Advertised on our screen in reception
Put leaflets on the front desk
Encourage GPs and Nurses to ask patients to join the group
Advertised on the front page of our website: See below:
Patients can join by clicking on the links in the website under the Patient Representative Group (PRG) heading on the right hand side of the page.
Complete the Patient Group Sign-up Form Online
If you prefer, you can download the sign up form as a pdf document, print it out, complete it and return it to the practice.
Download the pdf version of our sign up form
We have continued to stay in touch via email with our PRG members throughout the year and have forwarded to them various letters, posters, consultation documents and other literature pertinent to them. This includes a response to a list of questions put to the surgery by a small group of members from within the PRG. Please see below a copy of this response:
Response to PRG Questions February 2014 - Press ctrl + right click to open
If you are unable to open the attachment – please find a copy of this document on the web page
4 Priorities for the survey and how they were agreed
To determine the priorities we added this as an agenda item and invited all members to a meeting here at the surgery on 9th January 2014. Of 49 members emailed at the time only 13 accepted the invitation and 2 apologies were received.
Below is an anonymised copy of the minutes of that meeting.
PRG Meeting Minutes 9.1.2014- Press ctrl + right click to open
If you are unable to open the attachment – please find a copy of this document on the web page
Members were asked during the meeting to put forward suggested topics to be included in the patient satisfaction survey. No suggestions were made during this meeting.
The members were then all sent an email on 10th January asking them for their opinion regarding the survey content. We did not receive any responses. A reminder email was sent on 16th January to which a very small number replied and from which the questions to be included in the survey were agreed.
5 Method and results of patient survey
Once we had established the priorities we developed the questions using:
- My Surgery Website tool – which is part of the service available from our website providers.
We carried out the survey using:
- Mysurgerywebsite tool
- Paper forms
- Email forms
The survey began on 29th January and closed on Friday 28th February 2014.
6 Resulting action plan and how it was agreed
To develop the action plan, the practice discussed it on Thursday 13th March 2014.
To get comments from the PRG on the draft action plan we:
- Emailed the virtual Patient Representative Group a copy of the survey results.
Dear Member
I hope my email finds you well and enjoying the sunshine.
Please find attached a copy of the results of the recent patient survey carried out between 29th Jan and 28th Feb.
We had a very disappointing response of only 100 patients, despite advertising the survey on the screen in our waiting area, at the reception desk, in the consulting rooms and on our website.
I would be very grateful for your thoughts and suggestions so that when I meet with the Doctors on Thursday 13th March to discuss the results I am able to represent your opinions.
After the meeting I will send you our proposed plan of action which I hope you will also find the time to read and comment on.
I look forward to your reply by return email to:
Kind regards
Shelley Christou
Practice Manager
- Meeting held with a small group of the practice team on 13th March 2014. The results of the survey and the few responses from the PRG were discussed.
- A plan of Action was proposed and sent to the PRG members.
Dear Patient Reference Group Member
Thank you to those of you who took the time to respond to my last email which included the results of our recent survey.
I met with a small team from the surgery today including Gps and Managers to discuss the survey results and your responses and we have put together a proposed plan of action.
As you know response to the survey was poor. Only 1% of our practice population took the time to respond despite promoting it on our website, the advertising screen in our waiting area in leaflets and on posters and also putting a copy in each consultation room.
Some of you agreed that it was also a poor representation of our practice population, although it is indicative of the patients who visit the surgery.
One Member has suggested that next year one or two members of the Patient Reference Group may be willing to come in to the surgery to promote the survey and we would certainly welcome this idea.
Please see below the proposed action plan which has highlighted the areas that the survey showed and you felt were important. I am very grateful for your time and as always welcome your feedback.
Kind regards
Shelley Christou
Practice Manager
The main actions were:
Priority 1 – Are you aware that it is now possible to make an appointment with your doctor by registering for online appointments?
What is your preferred method of contact to make an appointment at the surgery?
How would you rate the General Appearance of our website?
Priority 2 – The NHS Health Check is available to people aged 40 and 74 years old who haven't already been diagnosed with vascular diseases and who don't have certain risk factors such as high blood pressure or high cholesterol treated by medication. If you were invited to the surgery for an NHS Health Check would you attend?
Priority 3 - Do the current opening hours enable you to access the care you need?
What additional hours would enable you to access the care you need more easily?
Below is a copy of the Agreed Action Plan:
Agreed Action Plan- Press ctrl + right click to open
If you are unable to open the attachment – please find a copy of this document on the web page
There were no significant changes to our services that required agreement with NHS England.
7 Confirmation of our opening times
As a result of the survey we have notchanged our opening times. They are:
You can call the surgery Monday to Friday 8.30am – 6.30pm
The surgery reception is open 8.30am -6.30pm
Surgery times are between the hours of 8.30am -6.30pm.
We are not open at evenings and weekends.
Outside of these times please call the out of Hours Service 111