REPORT FROM PATIENT PARTICIPATION GROUP
JANUARY 2012
a) PPG Profile: Nethergreen Surgery set up a Patient Participation group in March 2009, after some six months or so of advertising the group both in the Practice bi-monthly Newsletters and on the Surgery website,
The group met on a monthly basis for the first four months or so of the life of the group, to establish a basis of what the group was to provide.
Since then, the group has met quarterly, and the minutes of meetings are available on the Surgery website
The group has 12-15 members, all patients of the Practice: this number has remained fairly static throughout the group’s existence.
80% of the group consists of white over 65’s, with the remaining 20% being white 40- 55.
75% of the members are male
There are no ethnic minorities represented.
One member is wheelchair confined
Three of the members of the group are active members of Sheffield LINK, so despite the lack of ethnic and disabled representation, the group actively considers all 9400 registered patients in all its deliberations. The surgery website contains links to the Sheffield LINK website and newsletters.
b) REPRESENTATION IN GROUP: The group is not representative of the age/sex/ethnicity mix of the Practice population (total 9360) as the figures below show
- male/female 4474/4888 48%/52%
- ethnicity 263 2.8%
- age groupings 0-16 19%
17-64 63%
65+ 18%
However, despite the apparent lack of representation, given that three PPG members are on Sheffield LINK, then we feel the group actively considers the needs of all 9400 registered patients in all its deliberations
c) PRIORITY ISSUES: Subjects and areas for improvement have been discussed at the majority of PPG meetings (see http://www.nethergreen-surgery.co.uk/gp/general_information/patient_participation_group_t96 for details.
The immediate area of concern was agreed as the current appointment system and the difficulty at certain times of the year in obtaining appointments with a GP. The Practice had already been working with the NHS Institute for Improvement and would utilize their resources in this respect.
Further areas to be looked at in future years would be:
· Review of the system for Medication reviews
· Dissemination of Practice information across a wider area of the Practice population
· Greater use of current and future technology
d) OBTAINING THE VIEWS OF PATIENTS: The survey attached (App 1) was prepared and distributed to patients attending in person during a 1 week period in June 2011. Approx 200 surveys were completed and analysed(representing @ 2% of the Practice population). It was felt by the PRG that an “in house” survey from those patients physically attending for appointments was more relevant than a postal/web based survey which may include patients with historical rather than current experiences.
e) DISCUSSION OF SURVEY RESULTS: These were discussed in the July 2011 meeting (click link in c above to see minutes). Positive and negative feedback, along withanalysis from the questionnaires, was also distributed
f) ACTION PLAN: It was agreed that the Practice would look review the current appointment system, with a view to improving access to appointments for all patients, possibly along a telephone consultation type of system. The Practice would bring its findings/thoughts/proposals to a subsequent meeting for discussion etc. Actions to include:
- Nethergreen visit to a Practice in Leicestershire that has been running a “Doctor First” telephone consultation process for 10 years by GP’s (Drs Lee & Ludlow), Practice Manager (Richard West) and a Reception staff member (Sally) to gauge effectiveness/problems etc amongst staff, GP’s and patients
- Further visit to a Practice in Rotherham, by Dr Smith and Richard West, that has only been operating the system for 12 months, to compare experiences
- To report back to PPG meeting after both visits undertaken and discussed
- Partners to discuss findings and consider next step
g) EVIDENCE FOR ABOVE: See links in d) and e) above
h) DETAILS OF ACTIONS TO BE TAKEN/ALREADY TAKEN:
- already taken: Practice has worked closely as a pilot site with the NHS Instititute for Development and Organisation, for a 12 month period, helping to develop a series of modules and programmes as part of the Productive General Practice programme. This programme is aimed at all English GP practices to enable them to plan and review current systems and ways of working, to deliver a more efficient service for a Practice and its patients. Much of the work around the appointment system has been in association with the Institute
- to be taken:
1. Further discussion with Patient Group after GP Partners thoughts
2. Create sub group of GP’s, staff, patients, to consider system changes in light of GP thinking
i) PRACTICE OPENING HOURS: The Surgery doors and telephones open 8.00 am to 6.30 pm Monday to Friday. It does not close at lunchtimes. Patients can access services during these hours by either telephoning the Practice or walking into the building.
Appointments can be made by phone, in person at the desk or by the Internet
Repeat prescription requests can be made in person, by post using the tear off portion of the form, by fax, or by the Internet.
We do not accept requests for repeat Prescriptions by telephone
Signed prescriptions can be collected, or posted out if a SAE is enclosed, or patients can arrange for a local Pharmacy to collect them on their behalf
j) EXTENDED HOURS: The Practice participates in this scheme and currently offers pre-booked appointments at the following days and times:
Monday evening 6.30 pm – 8.30 pm
Saturday morning 8.00 am – 10.45 pm
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Patient Participation Group
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