West Farm Surgery Patient Participation Group
Report 2011 – 2012
Practice Profile
The practice has a current list size of 5571 patients which is almost evenly split between males
and females. The age breakdown is fairly even distributed with the largest group of registered
patients being aged 45- 54 (855).
The practice collects data on the ethnicity of our registered patients. We currently hold data for
2932 patients. This data cannot be truly representative of our patient population but of data
recorded over 50% of patients are British/Mixed British. Other groups recorded are African,
Bangladeshi, Chinese, Irish, Pakistani, Indian, Black African and Caribbean. The practice will
continue to request ethnicity data as this is beneficial to patient care and can give us better
understanding of our practice population.
Opening Times
The practice is open 8.20 am – 6.00pm Monday to Friday, with appointments available between
8.30am and 5.50pm with a GP and 8.30am and 5.40pm with a practice nurse. Appointments can
be made in person by telephoning 0191 2662215, or on line if patients have registered for the
online booking system.
Profile of our group members
Our group has 11 members, 6 female and 5 male. Group members are either employed, on long
term sick or retired.
Age distribution is:
35 – 45 1
45 – 55 4
55 – 65 4
65+
2
There were younger patients who expressed an interest in joining the group but unfortunately did
not attend meetings or respond to further contact. This is disappointing, as we are aware that the
younger practice population is under-represented.
We are also aware that we need to encourage representation from a wider cross-section of our
practice population and will consider having contact with patients via telephone or email in the
future to help achieve this. We will continue to advertise in the surgery, through our website and
in our practice leaflet. Members have different interests and opinions that have already resulted
in valuable discussions about our practice. The group members have remained pro-active
throughout the year and remain keen to offer their support to us. The practice would like to take
this opportunity to thank our Patient Group for all their help and enthusiasm this year. If you feel
joining our group may be of interest to you please contact Christine.Davidson2@nhs.net or
telephone 0191 2381771 for more information
Steps to recruit patients
In May 2011 Dr Joanne Lee (JL) and Christine Davidson (CD), Assistant Practice Manager held a
planning meeting to discuss the development of a Patient Participation Group at the practice. This
was then discussed with the wider practice team at a clinical meeting. The outcome of this
meeting was:
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Poster Campaign in the surgery encouraging patients to join the group
Reference in the practice newsletter
Reference on the practice website
Contact details form created for all clinical staff to hand out to interested patients
Community staff to discuss with housebound patients
Random search of specific age/ethnic/disease groups to be created and individual letters
sent to patients to invite them to join the group
Group Progress
The West Farm Surgery Patient Participation Group was initiated by the Practice in June 2011
and the first meeting was held on 19.07.2011. At the first meeting it was explained to patient
members that the purpose of a Patient Participation Group is to engage patient representatives in
the process of improving the services provided by a practice, and that they had been selected as a
representative cross section of practice users.
Meetings took place 19th July 2011, 15th November 2011 and 7th February 2012.
Items progressed have been as follows:
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The Staff Photo board has been updated. There are separate photo boards for Foundation
Year 2 (F2) doctors and medical students working at practice, briefly explaining roles
The information on the LED Display has been improved, and now includes the number of
DNAs (did not attends).
The Practice Information Leaflet has been reviewed and updated by one of our group
members
Telephone appointment arrangements have been further promoted
Group members worked with one of our reception staff to create a winter newsletter. The
content and layout was approved by the group and made available to patients in the
waiting are. Copies were also sent to nursing/residential homes and given to our
community staff to distribute to housebound patients
Our main focus however was on the results of the patient survey. Details of this are listed below.
Patient Survey
The practice is required to undertake a local practice survey at least once a year and this was
discussed with the PPG members at our first meeting. Each member was given a copy of the
Improving Practice Questionnaire – a nationally recognised survey tool to review the questions
and decide if they felt the survey was appropriate to use and if there were any additional
questions required. The group agreed that the Improving Practice Questionnaire was appropriate
to use with the following additional questions to be added as per the PPG:
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Please rate your satisfaction with the arrangements for parking when visiting the surgery
Please rate your satisfaction with the ease of getting an early morning or later
appointment (if you work)
Please rate your satisfaction with the practice website (if you have seen/used it)
The survey was carried out during September 2011. Group members attended the surgery to hand
out questionnaires and assist patients in completing the questionnaires. There were 195 completed
questionnaires.
The completed questionnaires were sent to CFEP UK surveys for analysis and the results of this
are published on the website.
Results and Action plan
The PPG group met on 15th November to discuss the survey results and form an action plan. Key
aspects were as follows:
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High achievement in most areas compared with national benchmark standards
Three weakest areas all to do with appointments, although a high level of satisfaction
regarding early/late ones
high level of dissatisfaction re parking
high level of 'not applicable' re website (i.e. few use it)
Attached below are the action plans were put in to place and actions are now underway. Progress
will be monitored and the PPG will be updated at the next meeting in April 2012.
WEST FARM SURGERY
PATIENT SURVEY 2011 2012
ACTION PLAN
Area to be
addressed
Parking
How
By who
Increase patient
awareness of
parking
arrangements
when attending
the practice
CD
By
Reviewed
when
Immedia 7th Feb 2012
te
All posters updated
and repositioned
Completed
Practice leaflet
updated to include
information on
purchasing parking
permits
Information added to
LED display board
Area to be
addressed
Practice
Website
Write to North
Tyneside council
regarding
improved parking
arrangements
with a view to
have parking
restrictions
reviewed
GF
(PRG
Dec
Member) 2012
How
By Who
By When
Reviewed
Replace existing
website
CD JL
SC
Practice
Manager
April 2013
March 2012
JL and SC have met
with North of Tyne
Primary Care Trust
and new website
will be developed.
The home page is
now available and
meeting will be held
in April 2012 to
develop website
content
Increase patient
knowledge of
website
CD
Immediate
Website details to
be added to
LED board
Practice leaflet
Newsletter
7th Feb 2012
Letter sent Jan 2012,
no reply to date. GF to
follow up and report
back Apr 2012
Completed
Feb 2012
Area to be
addressed
Appointment
availability
with GP of
choice.
How
By
Who
The practice to
Recept
undertake an audit staff
of its current
CD
appointment
SC
availability and
discuss findings
with PPG.
By When
Reviewed
March
2012
At PPG meeting April
2012
Results to be
discussed with
GPs and Practice
Manager and
appointment
system to be
reviewed in line
with audit
findings and PPG
discussion
May 2012
JL CD
Completed