Greater Manchester Area Team

2013/14 Patient Participation

Local Participation Report

Practice Details

Practice / Davyhulme Medical Centre
Completed by / Robert McNutt (General Manager)

Patient Reference Group(PRG) Profile

Number of face to face members / 9
Number of virtual members / 221 patients have agrees to respond to email surveys.
Age & Sex breakdown / Male / Female
Under 16 -
17 – 24 -
25 – 34 - / 1
35 – 44 - / 1
45 – 54 - / 1 / 2
55 – 64 - / 1 / 1
65 – 74 - / 1 / 1
75 and over -
Ethnicity
White / 3 / 6
Mixed
Asian / Asian British
Black / Black British
Chinese / Chinese British
Other ethnic group
Employment Status
Employed / 1 / 5
Unemployed
Retired / 2 / 1
Other (e.g. no of carers)
What the practice did to ensure that the PRG is representative of the practice registered patients
Patients are invited to express an interest in joining a PPG or receive periodic surveys. Via a leaflet in reception.
Patients are invited to tick boxes which indicate Sex, Age and Ethnicity.
These factors were taken in to account when reviewing responses and assembling the PPG.
The PPG is an accurate depiction of the local Practice population demographic.
Groups that are not represented on the PRG and what the practice did to attempt to engage thosegroups
The invitation to join the PPG was widely publicised within the Practice. Patients were handed leaflets when visiting the Surgery, and it is publicised on the electronic notice boards. It is also prominently publicised on the Practice website.
It is abundantly clear from the leaflet that the invitation was open to all, regardless of sex, creed, age, race, social standing, sexuality or religion.
The PPG accurately reflects the local population demographic.

2013/14 Priorities

How we identified and agreed with the PRG priorities for 2013/14 to be included in a local practice survey
The PPG were invited to submit suggestions as to what the pressing issues are to patients prior to a face to face meeting on 4th February 2014.
At the meeting, each patient was asked to elaborate on what they see as the key issues to patients of Davyhulme Medical Centre.
At the end of the meeting these discussions were instrumental in coming to a consensus as to what issues we would survey to the wider patient population.
The survey was created and submitted for approval to the PPG, prior to circulation to the wider patient population.
What these priorities were
  • Repeat Medication – ways of ordering.
  • The increasing role of Information Technology in patient interaction with the Practice.
  • Methods for relaying information relevant to our patients.
  • Types of Clinic offered at the Surgery.
  • External services offered at the Surgery.

2013/14 Local Practice Survey

How we agreed with the PRG the content of the local practice survey
The PPG were invited to submit suggestions as to what the pressing issues are to patients prior to a face to face meeting on 4th February 2014.
At the meeting, each patient was asked to elaborate on what they see as the key issues to patients of Davyhulme Medical Centre.
At the end of the meeting these discussions were instrumental in coming to a consensus as to what issues we would survey to the wider patient population.
The survey was created and submitted for approval to the PPG, prior to circulation to the wider patient population.
How we agreed with the PRG the way in which the survey would be conducted
The PPG agreed that the survey would be short and concise, in order that it be not laborious to complete.
The questions would take the form of multiple choice answers, with some questions offering the choice of submitting comments.
The primary survey method would be via a web link.
In order to reach the most patients, it was publicised in a number of ways:
  • Emailed to 221 patients who have expressed an interest in receiving surveys.
  • Prominently positioned on the home page of the Practice web site.
  • Similarly positioned on the PPG page of the Practice web site.
  • A bold invitation to complete the survey was displayed on the welcome message which patients receive when logging in to Vision Online Services for booking appointments and ordering repeat medication.

Other methods used to seek the views of registered patients
For those patients who do not have ready access to a computer, an invitation to complete the survey was displayed on the electronic notice board in the waiting room.
Paper copies were available at reception to those patients who preferred not to use a computer.
There is a suggestion box in reception whereby patients can submit their views on the services offered.

2013/14 Local Practice Survey Results

An overview of the results of the local practice survey is detailed below
The results of the survey along with an overview of PPG discussions are published on our website within the PPG page and can be accessed from here:

How we provided the PRG with the opportunity to discuss the findings of the local practice survey
The findings of the local practice survey were discussed at the PPG meeting of 4th March 2014.
How we agreed an action plan with the PRG based on the findings of the local patient survey
The survey results were presented at the PPG meeting. The PPG discussed the results at the meeting and agreed upon the priorities and next steps in response the survey. These are documented in the minutes of the meeting and the summary of survey results.
Areas which were highlighted from the findings of the local practice survey where we were unable to take any action and why
When asked about what other services would patients like to see at the Practice, some respondents stated that they would like to see available appointments before 08:00, during evenings and at weekends. It will not be possible to fully meet this request without further funding and investment.
However, in order to address the issue, we are proposing a restructure of the clinical day which will improve on the day access and more appointments at peak demand. This will be presented to the PPG for approval.

2013/14 Action Plan

2013/14 Action Plan (and how this relates to the findings of the local practice survey)
Maximise publicity and encourage more patients to make use the facility offered by VISION Online Services (VOS) See survey question 1.
Provide workshops to patients who require help in order to access the benefits of the VOS service. PPG members will run these – Patients teaching patients. See survey question 2.
PPG review of the Practice website in order to gain the patient perspective on the relevant information it should contain. Investigate the practicality of sending bulletins to patients via email. See survey question 3.
Gain PPG approval of a new structure to the clinical day which will improve on the day and peak time availability of appointments. See survey question 4.
The PPG will lobby Trafford CCG in order to secure Phlebotomy and Physiotherapy services to be made available at Davyhulme Medical Centre. See survey question 5.
Significant changes we have made / plan to make to the services the practice provides
This has been addressed in the previous section. See above.
The most significant change will be a restructure of the clinical day, which will need PPG approval and extensive publicity to the wider patient population in order to achieve the maximum benefit for patients.
How we publicised the local patient survey results and action plan to our registered patients
A summary of the survey results which incorporated the associated action plan has been published on our web site. It will also appear in our Patient News Letter and will be available for patients to access when they log in to VOS.
Link to practice website where this report and relatedinformation can be found

2012/13 Action Plan – overview of progress against last year’s action plan
See the summary of the 2012/2013 survey on our website.
We have continued to rapidly roll out the facility for patients to book online appointments, thus relieving the pressure on the phones. This has benefited patients who prefer the more traditional methods for booking appointments.
We have expanded the service in order to incorporate online ordering of repeat medication. This has been very well received by those patients who engage with the service. The promotion of this service is ongoing.
We continue to offer 1-2-1 support to those patients who need extra help in accessing this service.

Patient Access

Practice Opening Hours
Monday to Friday 08:30 – 18:30.
How to access services throughout core hours i.e 8.00am – 6.30pm Monday to Friday
08:00 to 08:30 – Phone
08:30 – 18:30 Phone and face to face.
24 hours a day, 365 days a year, patients can book appointments and order repeat medication via Vision Online Services.
Extended Hours
Not Applicable at this time.

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