PATIENT PARTICIPATION GROUP 2017
Royal Crescent Surgery are starting a NEW Patient Participation Group (PPG).
This group will help us identify areas where we can improve or change, help us set goals and produce positive results. We would like to be able to find out the opinions of as many patients as possible and propose that our PRG be an electronic forum.
We will keep you updated on surgery news and forward the surgery newsletters. We will have a main group meeting 3-4 times a year. We believe that by working together, this will help ensure the delivery of a modern, high quality general practice.
Are you interested in giving your views?
Please complete a Registration Form and return it to the surgery for the attention of Tracey Scorer - Patient Participation Co-ordinator. Your email address will be added to a contact group.
We Look forward to seeing you at the next meeting.
The Next PPG Meeting will be held on:-
Thursday 1st February 2018
2pm - 4pm
* Please inform the surgery if you are planning to attend *
PPG Minutes of Meetings
Previous Patient Reference Group News 2013
Royal Crescent Surgery Local Patient Participation report March 2013
Following the creation of a Patient Reference Group (PRG) during 2011/2012 the practice is delighted to now have an active PRG.
Please see “Royal Crescent Surgery Local Patient Participation report March 2012” (appendix 1) for the history of the group and its creation.
Profile of the PRG
The membership of the PRG has increased slightly over the last 12 months from 54 to 58. We are keen that the group should continue to be representative of our practice population. Previously under 60’s had been identified as an under represented group within the PRG. Over the last 12 months the number of patients under 60 who are members of the PRG has increased by 1 member. The Surgery Manager continues to actively try to recruit new members by displaying posters in the waiting rooms and handing out leaflets at flu clinics and other surgery events.
The PRG offers members different levels of involvement to recognise personal circumstances. Everyone is welcome to be involved at any level at any time.
Members are sent regular updates via email or post (Appendix 2, 3 and 7). Some members regularly come into the surgery for an informal chat with the Surgery Manager, others prefer the virtual group setting and to give their thoughts via email.
Face to face group meetings will be organised in 2013 and are likely to take place bi annually and be chaired by the surgery manager.
Update on the March 2012 Action Plan
Survey finding/ Proposal
Actions Taken to March 2013
Telephone answering at 8.30 in the morning needs to be improved
Changes have been made to the staff rota to enable more receptionists to answer the phone at 08.30.
Priority is given to answering the telephone at all times.
Some patients are not aware that they can book in advance
Surgery opening times are publicised in a regular newsletter and patients are advised that they are able to book appointments in advance. Receptionists also advise patients on the phone.
Some patients would like to be able to book a longer appointment time with their GP
GPs regularly review their patients lists and identify those patients who may require more time.
An alert is added to the notes to advise the receptionist to book a longer slot.
Online appointment booking
The Practice is changing its clinical system in April. The surgery will then look into offering more options using technology e.g. email, website, text messaging, online appointments.
Information on waiting times in the surgery
New posters have been displayed in the waiting rooms advising patients to notify a receptionist if they are waiting more than 30 minutes.
The self check in system which tells patients if there is a waiting time.
Receptionists advise patients if there is a waiting time when they book in.
Drinks machine in reception
A new mains fed hot and cold water dispenser has been successfully trialled in the reception office area. The surgery is now considering a cold water dispenser for the waiting area.
A negative comment was received about customer care. Patients have noticed and commented on very positive changes but the surgery needs to make sure highest standards are achieved at all times. Identification of staff is important.
All staff now wear name badges at all times. A new photo board of staff is planned for the reception area.
Patients will be encouraged to give feedback on the service they have received at the surgery. A direct customer satisfaction survey was carried out in July 2012.
Prescriptions and obtaining medications were noted as an area to be improved. Problems are experienced at the surgery and with local chemists.
The PRG were consulted on what work they would like us to do to improve this service. The surgery has been making a log every time there is a problem with a prescription so that we can get an idea of the issues. The surgery has undertaken work with local pharmacies to reduce the problems and has future plans to work more closely with pharmacies to reduce problems.
Music in the waiting room – a request to play CDs instead of the radio
We were unable to comply with this request as complaints had previously been received regarding CDs because individual music tastes are so different.
The surgery plays a local radio station (Wessex FM).
Update on other areas of PRG involvement with the practice
- The PRG have given input to the Surgery Newsletter design and content.
- A member of the PRG attended a Mental Health Project Meeting, with Kate Meacham (Practice Manager) aimed at looking at the design of a questionnaire to be given to patients
- Several members raised ideas of topics which might be of interest to the members of the PRG and the wider patient population– i.e. more patient information on health issues and a better understanding of the way the system works
Steps taken to determine the priority issues for inclusion within the surgery survey
The initial PRG invitation asked patients to choose their 3 priority areas from a selection of 8 which had been identified as potential priority areas in previous practice surveys. These 3 areas were the subject of the 2012 Survey and subsequent action plan. The next 2 most popular areas identified as priorities were the subject of the 2013 Survey, namely waiting room facilities and prescriptions / medication.
How we sought the views of our patients – the survey
We chose to compile our own survey in house as we have previously done so and produced credible surveys. Questions were based on existing validated surveys such as those on the NAPP website, previous surveys used by this practice and the NHS national survey. The draft questionnaire was reviewed by the Preston Road PRG and suggested amendments incorporated into the final version. A copy of the final survey is attached. (Appendix 9)
Surveys were given to all members of the PRG and 217 other patients. Surveys were given out in a variety of ways over a 2 week period in early March:
- Via email (or by post for those who have requested this)
- In person when collecting prescriptions / coming for an appointment
- The opportunity to complete a survey verbally
A member of the PRG had agreed to stand in the waiting room to personally give out questionnaires but unfortunately was unable to on the day. This personal approach will be used in the future to give the opportunity to speak with patients about the PRG and other things going on at the surgery such as surgery developments and the IT system change.
Report of Survey Results and Action Plan
213 completed questionnaires were received. Several comments were received the vast majority of which were positive. These comments are incorporated into the action plan.
The PRG recognises that it is still challenging to gather the views of patients who do not attend the surgery very often. Publishing regular information in the newsletter and delivering this to more of the community is one way the practice, with the help of the PRG, is trying to address this.
The survey results were analysed by collating the number of answers to the various options for each question. These figures were then expressed as a percentage of the total number of answers received. Common themes could then be identified from this analysis and the additional comments received. Some comments were very patient specific and have not been included in the action plan. The statistical results are detailed in the Survey results analysis – summary sheet. (Appendix 10)
Common themes resulting from this survey
Reception and waiting room facilities
- The vast majority of patients felt access to the building was very easy
- The vast majority of patients felt the surgery was very clean and that the receptionists were very helpful
- Some patients felt privacy at the reception desk could be improved
- The majority of patients feel other patients can overhear what they say to the receptionist but don’t mind
- Over half the patients who responded did not realise they could ask for more privacy for their enquiry
- Most patients look at the noticeboards and nearly all found them to be very or fairly helpful
- Some patients felt that noticeboards are over crowded
Prescriptions / Medication
- Patients want choice in how they can order their medication – e.g post, via the chemist, online, phone
- Around half of patients order their prescriptions in person or through the surgery
- Around half of patients order their medication through the chemist
- Over half the patients who responded would like to be able to collect their prescription on a Saturday
- Some patients felt they would like more understanding of the repeat medication system
Steps taken to provide an opportunity for the PRG to discuss survey findings.
The survey findings, together with suggestions for actions, were emailed (or posted where appropriate) to the PRG for their comments. (Appendix 11)
PRG members were also invited to discuss the findings with the Surgery Manager either in person or on the telephone.
Following the above consultation with the PRG a final action plan was produced and sent by email (or post where appropriate) to the PRG for agreement, highlighting where changes to the proposed actions had been made following PRG feedback. The action plan was then ready for implementation. (Appendix 12)
PRG members will be involved in its implementation and progress of the action plan will be reviewed virtually and at forthcoming PRG meetings.
This Local Patient Participation Report, including the Action Plan, will be widely publicised:
- Practice Website (www.royalcrescentsurgery.co.uk)
- Email to PRG members
- Copies available in Surgery and a visible poster advertising this
- Summary in the surgery newsletter (with the invitation to ask for a full copy). The newsletter will be available in Surgery and handed out with all prescription and sent with all correspondence.
- Copies available at the local Chemist
Practice Opening Hours
The surgery is open from 8.20am to 6.30pm Monday to Friday. Throughout these hours patients can access services on the phone, in person by visiting the surgery or by surgery staff visiting them, electronically via email or the website, by post or through an appropriately authorised third party representative. Appointments with healthcare professionals are available from 8.30am to 11.40am and in the afternoon from 3pm to 5.10pm (3.30pm to 5.40pm on a Monday).
The surgery also provides extended hours appointments with a GP on a Monday evening until 8pm and on most Saturdays from 8.30am-12pm.