CASKGATE STREET SURGERY
PATIENT PARTICIPATION REPORT
MARCH 2013
The patient reference group (PRG) of Caskgate street surgery consists of 339 registered
patients, this is slight increase from last year of 18 patients. The PRG has been formed as a
virtual group, the group does not hold meetings but communication is carried out
electronically and in paper format. The members are recruited by advertising the group on
the website, in the newsletter, posters in the waiting areas and by the reception team
handing out recruiting forms to patients as they attend for appointments. All new patients
are also informed of the group’s existence via information sent to them after registration.
The key objective of forming a PRG is to seek the views of the patients through a survey.
Following last year’s survey the action points were to increase uptake of younger male
patients and to consider sending out the survey by post. The practice had agreed to
investigate buying out of the 0844 telephone contract but found this not to be a financially
viable option. Thirdly the request to develop an in-house minor surgery service and
pharmacy were not possible in our current premises. We have spent many months
attempting to secure new premises but to date nothing has been possible in part due to the
recent restricting of the NHS and lack of NHS funding.
In an attempt to recruit more young patients an invitation to join the group was sent by post
to a random sample of 10% of the younger (16- 25 age group) male population, 41 Patients,
and only received 1 reply to date.
The table below details PRG members (339) age groups
80
70
60
50
40
30
20
10
0
PRG
Age
0-16
17-24 25-34 35-44 45-54 55-64 65-74 75-84
PRG comprises 119 males (35%) and 220 (65%) females and has 338 White British and 1
Black Caribbean patients in the group, in comparison the practice currently has 4912 males
(49%) and 5059 (51%) females. 9138 (92%) of the patients have given their ethnicity as
White and the remaining 833 (8%) do not have their ethnicity recorded on their computer
record. The PRG would appear to be representative of practice population.
The practice emailed the registered PRG on 23rd October 2012 asking what the group would
like to see included in the survey, the same question was put in paper format and given to
patients attending for an appointment.
The practice received 5 responses, these included:




How quickly can a patient see their GP?
Lack of routine appointments
Opening hours
The telephone system
The survey was carried out using these suggestions. The survey was emailed to the PRG on
4th February 2013, paper copies distributed via reception and a number mailed to a random
selection of patients. A reminder was also emailed out to the PRG on 11 th March and more
paper copies distributed.
There were 117 completed surveys returned, the responders represented 65% female, 33%
male and 2% not indicated and these patients fell into the age groups as detailed below
Age group
Under 16
17-24
25-34
(%)
0
5
10
35-44
45-54
55-64
65-74
75-84
No response
9
18
26
20
7
5
The survey asked:
The average wait for a routine appointment, with the following results:
Waiting time
Less than 1 week
1-2 weeks
2-3 weeks
3-4 weeks
4-5 weeks
Number of responses
11
30
16
7
1
Satisfaction with current opening hours, with the following results:
Very satisfied 34%
Satisfied
Not satisfied
No response
56%
8%
2%
Satisfaction with the telephone system and ease of getting through to the surgery, with the
following results:
Very satisfied 32%
Satisfied
Not satisfied
No response
49%
16%
3%
Are you aware you can cancel appointments on line, with the following results:
Aware and have used
4%
Aware but haven’t used
28%
Not aware but will use in future 52%
Not aware and wouldn’t use
15%
Are you aware you can order medication on line, with the following results:
Aware and have used
Aware but haven’t used
Not aware but will use in future
Not aware and wouldn’t use
41%
24%
18%
14%
Would you recommend the practice to family and friends, with the following results:
Extremely likely
likely
Neither likely or unlikely
unlikely
Extremely unlikely
37%
30%
19%
6%
5%
The practice also asked for comments on the use/value of the Nurse Practitioner clinics and
received 58 comments, including:
Excellent, very good, adequate, satisfied, not ideal and never used.
The practice also asked for any other comments, 46 were received. Generally these
comments reflected total satisfaction;



Very good practice with very good doctors
Brilliant services
The best in town
A few comments addressed specific areas, such as:
 The wait for routine appointments too long
 Reception area not private enough
 high cost of dialling 0844 from mobiles
The survey results were emailed out to the PRG members and made available in paper
format asking for feedback and suggestions of areas for improvement. Unfortunately the
practice didn’t receive any suggestions within the one week allocated. The practice
discussed the survey results at a meeting and it was decided to address the wait patients are
experiencing for routine appointments with the GP of their choice. Once this had been
decided and emailed to the PRG and 5 responses were received agreeing with this
suggestion and welcoming the idea.
The practice will be looking to increase routine appointment availability in an effort to
reduce the waiting times. We have agreed to provide extra routine appointments within
each morning surgery in an effort to improve capacity.
With reference to the comments about the reception area lacking privacy this is something
which we have already been looking into over the past few months. Unfortunately the
current building limits us somewhat and especially with its listed status. However we have
introduced paper slips and pens at the reception desk so that patients with sensitive issues
can communicate in writing with the receptionist. We have also put up signs to indicate
that patients wishing to discuss issues in confidence can request a private room with a
receptionist.
We have looked again into the 0844 telephone number and currently investigating a change
of supplier to use a local number. It is hoped that this change can be made in the near
future.
The surgery is open between 8:00am and 6:00pm Monday to Friday; the surgery does not
close for lunch. The surgery can be contacted by telephone (08445 769377) between
8:00am and 6:30pm Monday to Friday. All patients are seen by appointment and
emergencies are seen the same day. The practice is closed on Saturday, Sunday and bank
holiday. When the practice is closed patients who require urgent care can telephone the
Lincolnshire out Of Hours service by dialling 111. This information is available on the
practice website and in the leaflet.
All of our doctors hold routine surgery thorough out the week offering standard 10 minute
appointments. We aim to provide continuity of care by strongly encouraging our patients to
book with their own GP. We do not currently hold back appointments on embargo, so there
are always appointments available with one’s own doctor. If patients have a problem which
they feel cannot wait to be seen by their own GP, then they can see an advanced nurse
practitioner on the day of calling on a first come first served basis. There is no restriction of
the number of nurse practitioner appointments on a given day.
Many thanks to those patients who have provided the practice with survey responses, many
encouraging and positive comments,