ORCHARD
PRACTICE
REPORT ON PATIENT PARTICIPATION GROUP AND ITS FINDING
MARCH 2013
Patient Participation Group
The Orchard Practice Patient Participation Group was set-up during the autumn 2011. Patients were invited to join the group either by using the practice website or by contacting the practice reception. The level of interest was disappointing, and because of this the PCT asked the practice’s clinical team to propose that certain patients join the group. These patients were then invited to join the PPG in writing.
The first two meetings were attended by a representative from the Primary Care Trust
(PCT), who provided a general outline and some thoughts as to how the group should proceed.
Since the initial meetings in 2011, the group has lost a couple of members but also gained two new members.
The main objective again this year was to conduct a patient-experience survey. This was done during February 2013, and the results are available on the practice website (www.theorchardpractice.co.uk). The PPG has analysed the patient-experience survey, and produced a report.
On behalf of the practice, I want to thank the PPG for its hard work since inception, particularly in respect of the patient-experience survey. The practice and the PPG will work together over the coming months to form an action plan in respect of issues raised.
Anyone interested in joining the PPG should check the practice website or enquire at reception. The PPG aims to improve services provided by the practice.
The practice would like to thank all of you who took the time to complete this years survey either via the website or by filling in the paper questionnaire you were given.
A high proportion of the negative comments relate to your not being able to see Dr Corbett. Unfortunately we cannot stretch Dr Corbett any further. Dr Corbett has already passed up other commitments to make more of his time available to the practice. With the retirement of Drs Doyle and Pimenta the practice is actively looking at manpower issues.
It was also nice to see some of the positive comments you made about the practice as a whole. I would like to share a few of them with you:
· The kindness of all staff is superb! I always feel I’m in good hands. Well done to everyone.
· The Orchard Practice must be in the top ten practices in the country for caring for their patients, the practice has staff from reception thorough to clinicians who are patient, empathetic and efficient – I would not want to see this ethos changed.
· I have been with this practice since 1977. I’ve had no reason to change it. Congratulations.
· Kindness of doctors, nurses and receptionists. Walk in clinic. Being able to have a blood test etc at the health centre is helpful. Having a taxi phone available in reception is good.
· Feel lucky to be a patient at this practice as can usually get an appointment when I need one- not the experience of many friends at other surgeries.
The practice is always trying to improve the service we provide, and from your answers and the comments from last years survey we have dealt with some of the issues.
There are changing that happening all over the NHS in the next few years and the practice will have to move with the times. We will keep you informed of any changes we are going to make to the services we offer in due course.
The practice does experience a high number of patients who book an appointment but then do not turn up. During the first three months of this year out of the 8,307 appointments booked 323 patients did not turn up wasting 54 hours of clinician time.
PPG Findings
Although 82.3%of patients taking part in the survey were satisfied with the service provided there were still a few issues that came up.
Car parking is still an issue but this is something we can do very little about but encourage patients to walk if possible. We have in the past applied to both the Masonic Hall and to St. Anselm’s church to see if we could use their car parks but to no avail.
Telephoning into the practice last April we invested in a new telephone system allowing patients to leave a message if they did not want to hold on for a receptionist if the call was for something other than an appointment, this seems to be very popular with patients and their queries are dealt with swiftly. The new system also informs caller where they are in the queue this seems to work very well. However, although there has been an improvement patient’s do still have to hold on for some considerable time to get through. We will look at this again and see if there is anything else we can do.
The availability of a particular GP is an issue that is reviewed regularly. It is difficult to find a solution that meets everybody’s requirements. There will be changes happening within the practice which we will inform you of in due course.
The appointments system is described in the practice newsletter and on the practice website (www.theorchardpractice.co.uk). If you would like to receive a copy of our monthly newsletter please do by using the link at the bottom of the home page.
Surgery opening times can be found on the practice’s website and also on NHS Choices (www.nhs.uk).