Patient Participation Reference Group
Directed Enhanced Service (DES) Year 2
Practitioners and Medical Staff
Survey Analysis Report:
The Ashfield and Grange Medical Centres
March 2013
Report submitted by:
Drs Eastwood Walling Nathan Morris
Date: 19th March 2013
Contents
Introduction
1
Summary Report
1.1
Representation of Registered Patients – Patient Reference Group PRG
2
Profile of PRG Membership
2.1
PRG Engagement Activities and Impact
3
Review of 2012 Practice Action Plan Priorities
3.1
Practice Action Plan – Progress Made in 2012
3.2
PRG Engagement – 2013 Priorities
4
PRG Feedback
4.1
PRG Open Forum Session
4.2
PRG Requests for Feedback – Practice Information Booklet
4.3
PRG Development of 2013 Survey Questions
5
PRG Agree Survey Questions
5.1
Survey Sampling
5.2
Survey Distribution and Response Rate
5.3
Survey Statistical Analysis
6
 Appointments
 Opening Times
 Customer Care
 Getting Involved
 Equality Monitoring
 How Often Do You Visit Our Surgery?
 Any Other Comments
PRG Proposals – Practice Action Plan 2013
7
Practice Action Plan Objectives March 2013/2014
7.1
Summary
8
Page | 2
1
Introduction
This section provides an introduction and overview of the report including relevant
background and contextual information with a summary of the method used.
1.1
Summary Report
This report summarises key findings from in-depth qualitative research undertaken by the
practice across both sites of The Ashfield Medical Centre involving our practice population.
The research undertaken is part 2 of a 2 year Patient Participation ‘Directed Enhanced
Service’ (DES) service level agreement – 1st April 2011 to 31st March 2013.
It sought to ensure that patients continue to be involved in decisions about the practice,
routinely asking for and acting on their views to further develop the practice whilst improving
services.
Whilst this is a two year DES many of the stages are annual and assume an interactive
approach adopted by the practice. Information gathered is included in the practice report and
posted on the practice website www.amedicalcentre.co.uk . The expectation is that year 2
should build upon the year 1 report and demonstrate how issues raised in year 1 have been
addressed.
The content of this report outlines the approach the practice took involving our Patient
Reference Group (PRG) which was responsible for developing our practice action plan of
priorities 2013.
The practice believes that patient participation benefits both patients and the practice as it
creates a connection between the practice and our patients allowing open and constructive
discussion with analysis of service provision. The PRG offers a different view point which is
important to general practice.
The patient reference group (PRG) has become noticeably more interactive due to an
increase in membership. Some members prefer to engage through virtual interaction whilst
others preferring to be involved in a formal meeting environment. The membership was
instrumental in the development of a qualitative survey questionnaire distributed 11th
December 2012 – 11th January 2013. The PRG recommended that we should focus on the
patient’s experiences of the recently initiated changes at the start of 2012. The survey was
also made available on the practice website – the practice left the survey open for an extra 2
weeks due to an initial delay in making the survey accessible online.
Results from the survey were presented to the PRG members on 27th February 2013. The
PRG identified key themes for developing a practice action plan of priorities for 2013. We
have since published the report on our practice website outlining the involvement work that
was undertaken. In order to make the report findings accessible to all practice groups – a
summary has been made available on the patient information boards in the waiting room
areas.
Page | 3
2
Representation of Registered Patients - Patient Reference Group
(PRG)
The practice continues to develop the membership of the PRG seeking to engage a cross
section of all our patient groups. New patients who register with the practice automatically
get the option to join with relevant documentation in the new patient registration packs. New
patients who prefer to register online can do so on our practice website where a PRG
registration form can be completed – this has attracted several new members with the
current PRG membership at 110. Advertising the PRG and how to participate is promoted on
the information notice boards at the practice.
2.1
Profile of PRG Membership:
Number
Age Range
Female
Male
Nationality
White British
White Irish
Asian British
Mixed White
Chinese
Black African
Disabled
Shift Worker
Virtual Members
Postal Members
110
19 – 78 years
77
33
87
5
3
9
4
2
7
25
78
3
To ensure we continue to reach as many minority groups as possible beyond just age and
sex we repeated the process used last year to identify potential new PRG members. We
targeted 110 patients contacting them by post or by telephone to encourage membership.
We excluded those patients who were <16 years and deducted 37 patients from this total
due to more than one in the same household or if were on more than one list. This data was
also helpful when distributing our postal survey ensuring that we reached many of the
practice minorities. This process recruited 3 new members and 9 completed questionnaires
were returned.
Promotion of the PRG is on-going at the practice, advertising its importance on the practice
information notice boards. One of the recent survey questions asked if they would like to
know more about the PRG –
“Did you know that we intend to hold a patient reference group (PRG) twice a year?
This group gives our patients the opportunity to get involved in helping improve the practice.
If you are interested in finding out more about our patient reference groups tick the box
below and make sure you have filled in your contact details on the front of this form”.
This attracted 25 patients who requested more information.
3
PRG Engagement Activities and Impact
Page | 4
3.1
Review of 2012 Practice Action Plan Priorities
Recent consultation with the PRG held on 20th November 2012 entailed a review of the
progress made by the practice delivering its agreed priorities for 2012.
3.2
Practice Action Plan Priorities – Progress Made
Issue/Theme – Practice Appointment System and Opening Hours

Patients struggle to get through on the telephone to book an appointment especially
on a morning at 8.15am

Patients unaware of new surgery early and late opening hours

Patients struggle to obtain nurse and pre-bookable appointments

Patient un-aware can be seen at either surgery sites including half day closure
Objective

Improve access to appointments

Address communication issues of new surgery opening hours

Increase number of available nurse and pre-bookable appointments

Better communication of access to appointments at both surgeries
Task

Improve telephone system message when engaged – re-instate call queue

Message to provide more details ref: out of hour’s services, late night and early
opening times

To reduce number of calls at 8.15am – patients to be asked only to call for results
after 10am

Monday mornings increased number of on the day available appointments to address
demand

New practice website/practice information posters/JX board and new practice leaflet
to communicate details of early morning and late night openings and the Practice
appointment system – all communication means to also inform patients that they can
attend both surgeries

Increase the number of nurse appointments
Page | 5

Afternoon closing not same day at both sites

Opening doors extended to 8am for samples and other, but no appointments
bookable until 8.15am
Outcomes

Improvement of practice telephone system with better access to nurse and prebookable appointments

Increase of the number of on the day appointments to address the current level of
demand

Increase in practice communication on many levels advertising services through
utilisation of new practice website, practice leaflet and practice posters and JX board
How Did We Do?

Increase of on the day appointments to address the current level of demand –
Introduced March 2012

Increase in practice communication involving advertising services through utilisation
of new practice website, practice leaflet, practice posters and JX board

Improvement of telephone system message when engaged – re-instated call queue

Practice leaflet and website now provides updated details of out of hour’s services,
late night and early opening times

Pre-bookable appointments now accessible on the practice website

To reduce number of calls at 8.15am – patients pro-actively asked only to call for
results after 10am and communicated on JX board

Increase of on the day available doctor and nurse appointments for Mondays

New practice website/practice information posters/JX board and new practice leaflet
provide details of early morning and late night openings and the Practice
appointment system – all new communication informs patients that they can attend
both surgeries

Doors now open at 8am allowing dropping off of samples, repeat prescriptions etc.
and also allowing patients who want to pre-book an on the day appointment in
person rather than by telephone
Issue/Theme – Clinical Care

Address customer care, confidentiality and privacy at front of desk
Page | 6

Patients aware of telephone discussions when receptionists are on the phone

Better communication of practice information, services and personnel
Task

Improve the level of background sound (radio, medical television) in the waiting room
areas to avoid over hearing telephone conversations

Utilise all identified new communication media advertising practice information as
documented above
Outcomes

Waiting room areas to have a calmer ambiance - TV always to be on with the
introduction of soft playing music/radio that avoids receptionist’s telephone
conversations been overheard

Improvement in customer care, confidentiality and privacy through change of policy
with immediate effect

More informed patient population about the practice and the services we offer
How Did We Do?

New approach to waiting room information notice boards – themed areas now
involves practice information, clinical information, health promotion (monthly themed
rotation) with information area for carers – identical presentation for both surgeries

Waiting room areas now have a calmer ambiance - TV on with the introduction of soft
playing music that avoids receptionist’s telephone conversations been overheard
introduced May 2012 – a great success

Improvement in customer care, confidentiality and privacy through change of policy
with immediate effect when dealing with sensitive phone calls - If a patient’s
telephone discussion is of a sensitive manner – receptionists take the patients
number and returns the call immediately in a more private area. Receptionists all
trained with signed confirmed understanding of new policy

Sliding glass windows at reception to be closed if no patient is waiting to be seen

Introduction of text messages for test results (providing surgery has an agreed
contact mobile number)

Introduction of text reminder for appointments (providing surgery has an agreed
contact mobile number)

A more informed patient population about the practice and the services we offer
Page | 7
4
PRG Engagement – 2013 Priorities
Based on progress made in 2012 – agree with the PRG specific question categories and
questions to include in the next patient survey.
4.1
PRG Feedback
Consultation with the PRG involved an in-depth review of the progress made by the practice
over the last 10 months. This involved a presentation of the practice action plan priorities
and the steps that had been taken to deliver several changes at the practice. It was vital to
listen to and more significantly respond to any questions or concerns that were raised by the
PRG in the effort to gain important feedback.
Positive feedback from the PRG included:

Waiting room notice boards labelled and fresh looking – great improvement

Confidentiality at reception improved e.g. taking sensitive phone calls

Noticeable professionalism of receptionists

One PRG member specifically mentioned one receptionist by name always goes the
extra mile at Ashfield and always smiling

Good cooperation with the pharmacy next door to Ashfield Medical Centre

Good liaising with outside agencies reported
4.2
PRG Open Forum Session
When will the practice information booklet be available and will it be on line? –
Answer – We would like your feedback at this meeting on the draft version and yes we
will make it available on the practice website.
Other discussion topics

Check JX Board does it say - Telephone for queries after 10am - If not can it be
added?

Why is ring back not available anymore? - Discussed cost implications

How does the practice identify patients who need urgent appointments?

Discussed introduction of a yellow card emergency appointment process – this
is when a patient needs to be seen urgently when no appointments are
available for that day – a great success

Access discussed and still need for more appointments

Full explanation of why we are opening doors at 8am
Page | 8
The group reported that great progress had been achieved since last year – more
development had been accomplished than expected.
Pre bookable appointments was explained fully to the group - increased GP pre bookable
appointments has actually led to an increase in DNA’s.
On-line booking process now available – some not aware of this and suggested increased
communication would help to promote this.
Tuesday target in-house training days – practice needs to attach notice on external doors to
say reason why the surgery is closed – This already happens
4.3
Requests for Feedback – Practice Information Booklet
Presentation to the group re: draft practice information booklet – created an opportunity to
make changes
PRG suggestions-
5

Make available on the practice website – Agreed

Highlight the emergency information - Agreed

Page 3 - GP APPOINTMENT TYPES – Book in Advance – suggestion that we
could add in that you can book on-line or by telephone - Agreed

Travel vaccinations – highlight 6 weeks before travel – Agreed

Print very small – font adjusted
PRG Development of 2013 Survey Questions
Based on progress made by the practice the group felt it would be good to validate the
patients’ experiences addressing areas that still require some form of adjustment. The group
felt that with the introduction of several new initiatives some patients may not be aware of
what has been developed and what was available.
Through discussion, pre-meeting telephone consultations, 1:1 interviews and virtual
communication many ideas and suggestions were gathered helping to develop a new survey
questionnaire. Common themes were considered to determine what the survey questions
should include. Key areas to validate were “how aware are our patients of the services we
offer” – “how satisfied are our patients of the services we offer” focusing on appointments,
opening hours and customer care. It was agreed that the questions should address this
checking customer understanding and awareness.
Questions asked should establish the following:
Does the practice still need to improve access to appointments?
Advance bookable appointments – what are patients experiencing?
Page | 9
Need for more on the day Monday morning appointments addressing current demand
Need for more nurse appointments to be made available especially after a doctor
consultation request for blood tests etc.
Better communication of practice information, services and personnel – some PRG
members were unaware of surgery extended opening hours and the practice website
address.
Clarification of the practice opening hours at each practice premises and the method of
obtaining access to services throughout core hours
The opening hours of the practice premises:
Monday – Friday core hours 08.00 – 18.00
Half Day Closure – Ashfield MC Thursday pm from 12.30pm and The Grange MC
Wednesday pm from 12.30pm
Method of access to services is via practice telephone lines appointments 2951828/38 and
general enquiries/visit requests 2951820/30, fax 2951822/32 and direct contact in person at
reception. Patients can also book appointments on line. Email communication is in
development.
Extended hours access scheme, the times at which individual healthcare professionals are
accessible to registered patients.
Extended hours access – Monday late evening surgery 1800 – 20.00hrs at Ashfield Medical
Centre and 07.00 – 08.00 Thursday at The Grange Medical Centre.
The draft questions were presented to the group – based on PRG feedback the following
amendments were made -
Opening Times
5.1

Question 4 add “or online”

Put at top of questions the number of DNA s in the last year

In comments box if you wish to discuss your comments further please provide a
contact telephone number
Agree Survey Questionnaire
Key questions asked were based on the feedback from our PRG in order to establish
common themes associated with the practice. The questions were also designed to be
completed within 5 minutes and were identified as:

Access to appointments
Page | 10

Practice opening times

Customer care
We created one open question where respondents could freely add comments to support
their answers. Scaled questions were used allowing respondents to rate their answers
enabling us to quickly identify key areas of focus; the same scale was used throughout the
survey.
To continue recruitment of PRG membership the survey included an opportunity to request
more information of how to get involved.
Equality monitoring involved a simple tick box format to support feedback from all our
different patient communities. Filling in this section was optional and we stated that this
information is kept in strict confidence.
5.2
Survey Sampling
The Survey population were as follows:
5.3

The reception staff proactively handed out the survey questionnaire

Survey station at both sites for spontaneous involvement

Postal survey to target smaller minority groups including a stamped addressed
envelope (10 or less from each group depending on numbers)

Online completion of survey questionnaire
Survey Distribution and Response Rate
Between week commencing 28th November 2012 and 23rd January 2013, Patients and
carers were asked to complete the survey.
A total of 399 patients completed the survey from our patient population representing 6.5%
of our total patient population of 6,100.
6
Survey Statistical Analysis
Appointments
If you need to be seen urgently we will try our best to give you an appointment on the same day. This
appointment might not be with your regular doctor. If you need a non-urgent appointment we will try
our best to give you an appointment within a week of your call. A total of missed patient appointments
up to 10th December 2012 equated to 278.
Considering this appointment system, please tell us how much you agree with the following
statements
Page | 11
Page | 12
Base = All respondents (399)
The results are representative of 373 respondents (93%) who answered this question.
Positive replies came from 191 (51%) agreeing along with 89 (24%) strongly agreeing. 59 (16%)
neither agreed nor disagreed. Respondents disagreed totalled 27 (7%) and those who strongly
disagreed 7 (2%). Fewer comments documented vs. last year with this question which may reflect the
introduction of the yellow emergency appointment card.
Base = All respondents (399)
265 (66%) answered this question. The largest proportion of respondents 106 (40%) agreed that if
they needed a non-urgent appointment they were usually seen within two weeks along with those who
strongly agreed 98 (37%). Neutral answers neither agreeing nor disagreeing totalled 43 (16%) Those
who had a less favourable view came from18 respondents (7%) disagreeing or strongly disagreeing.
Some comments suggest that some patients still struggle to be seen within the two weeks.
Page | 13
Base = All respondents (399)
352 patients (88%) answered this question. Those who agreed were 143 (41%) with 52 (15%) who
strongly agreed. Those who neither agreed nor disagreed totalled 96 (27%). The proportion unhappy
with the current appointment system either disagreeing or strongly disagreeing represented 61
respondents (17%). Collected comments suggest that we have some patients still not happy with the
appointment system – request for Saturday morning opening times and more nurse appointments to
be made available for blood tests following on from a doctor appointment.
Base = All respondents (399)
331 respondents (83%) answered this question with those who disagreed from the largest group
138 (42%) and those who strongly disagreed 52 (16%).
Respondents who strongly agreed were 53 (16%) with those who agreed 35 (10%). Neutral
respondents totalled 53 (16%) neither agreeing nor disagreeing. Several comments
suggested that patients were unaware of this service and the practice should provide
information on how to book on line.
Page | 14
Base = All respondents (399)
339 patients (85%) answered this question. The largest response rate was from those who
neither agreed nor disagreed 155 (46%) with 108 (32%) who agreed. Those who strongly
agreed totalled 49 (14%). The proportion of those who were less positive collectively
disagreeing or strongly disagreeing represented 27 respondents (8%). Few comments
collected had less favourable experiences - no reference was made by these patients why
they were unhappy.
Base = All respondents (399)
339 respondents (85%) answered this question with 150 (44%) neither agreeing nor
disagreeing. Collectively those who agreed or strongly agreed totalled 175 (52%).
Respondents less positive about this question came from 14 (4%) either disagreeing or
strongly disagreeing.
Page | 15
Base = All respondents (399)
354 (89%) highlighted a positive picture with 159 (45%) agreeing with 87 (25%) strongly agreeing.
79 (22%) of respondents neither agreed nor disagreed with those who strongly disagreed or
disagreed collectively totalling 29 (8%). Those who were unhappy didn’t specify the reasons why they
were unhappy.
Opening Times
We appreciate that many patients need flexible opening times. Our current opening times are below
covering both surgery sites. Patients can be seen at either surgery not just the one they are registered
at. *These days include early morning and late evening surgeries.
Mon*
8am - 8pm
Tues
8am - 6pm
Wed*
7am - 6pm
Thurs
8am - 6pm
Fri
8am - 6pm
Sat
Closed
Sun
Closed
Considering our opening times, please tell us how much you agree with the following statements.
Page | 16
Page | 17
Base = All respondents (399)
345 (86%) answered this question. A total of 195 (56%) of respondents agreed with 112 (32%)
strongly agreeing. A neutral reply came from 20 (6%) neither agreeing nor disagreeing. It is worth
noting that cumulatively 18 respondents (6%) answered by either strongly disagreeing or disagreeing.
Comments linked to shift workers suggesting Saturday morning opening hours and more early
morning openings.
Base = All respondents (399)
344 respondents (86%) answered this question. 277 (80%) collectively agreed or strongly agreed with
those who neither agreed nor disagreed totalling 44 (13%). Those who strongly disagreed was 15
(5%) with 8 (2%) strongly disagreeing. Comments suggest that extended early and late opening hours
to be more than just once a week.
Page | 18
Base = All respondents (399)
342 respondents (86%) answered this question. Positive respondents 116 (34%) agreed with the
question with 85 (25%) neither agreeing nor disagreeing. Respondents disagreeing totalled 38 (11%)
with those strongly disagreeing 20 (6%). Feedback suggests that we should improve our
communication suggesting practice information booklet, notice boards, newsletter with several
patients unaware of our practice website address.
Base = All respondents (399)
335 respondents (84%) answered this question. The largest number came from 91 (27%) who
disagreed with those who strongly disagreed 35 (11%). Those that agreed totalled 81 (24%) with 75
(22%) strongly agreeing. The number who neither agreed nor disagreed was 53 (16%). Feedback
suggests better communication and advertising would help with patient awareness about these
services.
Page | 19
Base = All respondents (399)
Response rate totalled 300 (75%) which highlighted a varied awareness about the practice website
and the information that can be found there. Respondents who neither agreed nor disagreed
commanded the highest percentage 158 (53%). A total of 63 (21%) agreeing with 54 (18%) strongly
agreeing. It is worth noting that cumulatively 25 respondents (9%) either strongly disagreed or
disagreed. Respondents who didn’t answer this question totalled 99 (25%) suggesting a lack of
awareness that we have one and confirmed with collected comments.
Base = All respondents (399)
369 (92%) answered this question with a total of 144 (46%) agreeing or strongly agreeing. 137
patients (43%) neither agreed nor disagreed. The total number who disagreed or strongly disagreed
was 34 (11%). No comments noted why 34 respondents were less favourable with many comments
noted as positive. Feedback suggests more extended early morning appointments would be
beneficial.
Page | 20
Base = All respondents (399)
309 (77%) of respondents answered this question. Those who were positive totalled 159 (51%)
agreeing or strongly agreeing with 122 (40%) neither agreeing nor disagreeing. The less positive
respondents totalled 28 (10%) with no comments to report why they were less positive.
Customer Care
Providing an excellent service is our priority. Please tell us how much you agree with the following
statements
Page | 21
Page | 22
Base = All respondents (399)
346 (87%) respondents completed this part of the survey. The majority of respondents who felt that
this was evident came from 143 (41%) agreeing with 81 (23%) strongly agreeing. Those who neither
agreed nor disagreed totalled 103 (30%) with 20 respondents (6%) disagreeing or strongly
disagreeing. No comments noted to reflect why 20 respondents were less positive with their
response.
Base = All respondents (399)
347 (87%) answered this question with 166 (48%) agreeing and 71 (21%) strongly agreeing. Very few
respondents 29 (8%) either disagreed or strongly disagreed with 81 (23%) neither agreeing nor
disagreeing. No comments noted to reflect why 29 respondents felt less positive.
Page | 23
Base = All respondents (399)
Those answering this question totalled 344 respondents (86%). The majority agreeing 142 (41%) with
82 (24%) strongly agreeing. Those neither agreeing nor disagreeing were 104 (30%) with those who
either disagreed or strongly disagreed totalling 16 (5%). Many comments suggest that recent changes
to services and facilities highlighted in the survey such as the practice website address and option to
book appointments online should be better advertised generally.
Base = All respondents (399)
This resulted in 318 (80%) of respondents who answered this question with those who agreed
totalling 97 (30%) with 53 (17%) strongly agreeing. Those who neither agreed nor disagreed
represented the largest group 146 (46%) with those less positive from 22 (7%) disagreeing or strongly
disagreeing. Many comments reported lack of awareness that the practice had a website.
Page | 24
Base = All respondents (399) 326
326 (82%) respondents answered this question. A total of 127 (39%) agreed with those who strongly
agreed 51 (16%). Those who neither agreed nor disagreed totalled 128 (39%). Only 20 respondents
(6%) disagreed or strongly disagreed. Several comments stated that they were unaware of the
practice booklet and leaflet suggesting the practice should address this.
Base = All respondents (399)
341 respondents (85.5%) answered this question. The majority of responses were positive with 144
(42%) agreeing and 68 (20%) strongly agreeing. Several respondents 82 (24%) neither agreed nor
disagreed with 47 (13%) either disagreeing or strongly disagreeing. Many comments were based on
the lack of information available regarding extended opening hours, practice website and booking
appointments online.
Page | 25
Base = All respondents (399)
The response rate 342 (86%) answered this question. Those who answered positively were 181
(53%) agreeing with 78 (23%) strongly agreeing. A total of 40 respondents (12%) neither agreed nor
disagreed. It is worth noting that those less positive totalled 43 respondents (12%) either disagreeing
or strongly disagreeing - comments based on the length of time that they are actually held in the
queue with often no appointments available when eventually getting through.
Base = All respondents (399) 340
A total of 340 respondents (85%) answered this question with 92 (27%) agreeing and 83 (24%)
strongly agreeing. Those who neither agreed nor disagreed totalled 148 (44%) with 17 (5%) who
either disagreed or strongly disagreed. It is worth noting that 222 patients reported that they only
occasionally or very rarely visited the surgery which may suggest why a high proportion of those may
not be aware of recent changes.
Page | 26
Base = All respondents (399)
321 (80%) of respondents answered this question with 103 (32%) agreeing and 98 (30%) strongly
agreeing - those who neither agreed nor disagreed totalled 105 (33%). Those disagreeing or strongly
disagreeing totalled15 (5%). Comments were based on lack of awareness about this service with little
or no experience of its use with those who did have experience commenting positively.
Page | 27
Base = All respondents (399) 312
312 respondents (78%) answered this question with 131 (42%) neither agreeing nor strongly
disagreeing. Those happy with this service represented 90 (29%) strongly agreeing with 75 (24%)
agreeing. The less positive response came from 16 (5%) who either disagreed 12 (4%) or strongly
disagreed 4 (1%). Comments regarding this question - patients unaware of this service.
Did you know that we intend to hold a patient reference group (PRG) twice a year?
This group gives our patients the opportunity to get involved in helping improve the practice. If you
are interested in finding out more about our patient reference groups tick the box below and make
sure you have filled in your contact details on the front of this form.
Base = All respondents (399)
We are particularly delighted that 25 respondents (6%) provided us with their full contact details to
find out more about our Practice Patient Reference Group (PRG).
Page | 28
Equality Monitoring
By filling in this equality monitoring section you will help us ensure that we get feedback from all the
different communities in our area. Filling in this section is optional. Any information is kept in strict
confidence
Base = All respondents (399)
Analysis from the survey population is made up from the following information and represents 335
respondents (84%) who completed this part of the questionnaire.
The single most common age group amongst respondents was 35-44 years representing 76 (23%)
with fewer 34 (10%) aged over 75 years. Those respondents under the age of 25 years were 38
(11%).
The split between female/male respondents was 207 (62%) female and 128 (38%) male.
Page | 29
Only 252 respondents (63% of the total 399 questionnaires) answered regarding their sexuality Heterosexual/straight - 247 (74%), Lesbian/gay woman 3 (0.89%), Bisexual 1 (0.29%), Gay man – 1
(0.29%) respondents.
The majority of respondents were from 291 (87%) white British with other minorities as per analysis
from those respondents who provided this information.
A total of 7 (2%) respondents regarded themselves as disabled.
How often do you visit our surgery?
Base = All respondents (399)
393 (73%) answered this question. Those respondents who occasionally visited the surgery totalled
170 (58%) with those who visited on a regular basis representing 71 (24%). Those who very rarely
needed to visit the surgery were 52 (18%).
Any other comments
Do you wish to make any other comments regarding the practice or this questionnaire?
This was popular with our survey respondents with feedback added to the analysis.
7
PRG Proposals for Practice Action Plan 2013
On the 27th February the practice met with our PRG to discuss findings from the recent
practice survey. The main focus was to look at areas where we can improve.
The PRG felt that all of the questions answered produced an exceptional high level of
positivity. It was agreed that an information fact sheet including the survey results and
action plan of priorities should be made available in the waiting areas.
Page | 30
7.1
Practice Action Plan and Objectives for 2013/2014
Issue/Theme – Practice Appointment System
Objective
Look at ways to improve access to appointments
Tasks
Improve and communicate the number of appointments to be made available and how to
better access them.
Practice to develop newsletter and new signage that communicates new ways of accessing
appointments
Outcome
Patients know how to book non-urgent appointments online
Patients made aware that they can book appointments at both surgeries and not just the one
where they are registered
6 extra sessions a week available with recent practice GP Registrar training status – shorter
waiting time to see a GP with more available appointments
More GPs in on a Monday – meeting current demand
Nurse available on early extended hours – increase of an extra morning session
Completion date
On-going – March 2014
Issue/Theme – Practice Opening Hours
Tasks
Improve advertising of opening hours
Increase early morning extended opening hours to meet demand
Outcome
Implementation of outputs from recent practice survey and practice audit of extended
opening hours - ratified by the Leeds PCT – changes to address the demand for more early
morning GP appointments including nurse led clinics to take place at the same time as the
doctors. Practice to stop late surgery extended opening hours on a Monday based on audit
findings. The practice to increase the number of early morning extended opening hours to
Tuesdays and Thursdays with one session held at both sites.
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Extended hours access scheme, the times at which individual healthcare professionals are
accessible to registered patients.
The Plan:
Extended hours access – Monday late evening surgery 1800 - surgery no longer to offer this
service based on recent audit of users. Changes for more early extended hours required open additionally from 07.00 – 08.00 Tuesday at The Ashfield Surgery and Thursday at The
Grange Surgery.
GP appointments are provided during early morning surgery sessions. Tuesday and
Thursdays 07.20 – 08.00
Practice Nurse Appointment’s available Tuesday early surgery 07.10 – 08.00
Completion date
On-going – March 2014
Issue/Theme – Customer Care
Objective
Improve Patient communication and information
Task
Improve internal signage and information in waiting area
Improve patient awareness of online booking appointments facility
Improve patient awareness of text messaging facilities and encourage usage
Better communication of extended hour’s surgeries
Communicate new practice information booklet available online or as hard copy
Utilise electronic messaging for communicating services
Development of newsletter to support the customer care task
Improve awareness of www.amedicalcentre.co.uk
Outcome
All patient communication resources are proactively and successfully implemented for an
improved patient experience.
More informed patient population about the practice and the services we offer
Completion date
On-going – March 2014
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8
Summary
The focus for 2013/14 will involve a programme of new communication initiatives based on
the outputs of our recent survey and the on-going support from our PRG.
We strive to understand what our patients’ experiences really are – through better
understanding we can ensure patients receive the best possible service the practice is able
to offer.
On 25th September 2013 we will meet with our PRG to review progress made and plan the
way forward on how best to engage with our patient population.
Close
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