Kingsclere Medical Practice Patient Group
Patient Participation DES Report 2013-2014
Step 1: Develop a Patient Reference Group (PRG)
Kingsclere Medical Practice is a rural practice covering Kingsclere and the
surrounding villages in North Hampshire we have 5568 registered patients.
In addition to our existing PPG ( Patient Participation Group) a PRG (Patient
Reference Group) has been formed this year, we are continuing to promote
engagement by advertising in our waiting room & on our web site. We ran an article
in the Parish Magazines asking for representatives.
Practice Profile
Age / Sex breakdown
Patient Count: 5551
Males: 2840
Females: 2711
Age
0-4
5-14
15-44
45-64
65-74
75-110
Total
267
593
1888
1810
585
408
5551
Ethnicity Breakdown
Description
Count Percent
Practice Population
5551
100
British or mixed British
1551
White British
547
Other White Background
69
Irish
16
White & Black Caribbean
6
White & Black African
3
White & Asian
8
Other mixed
7
Indian
12
Pakistani
1
Polish
14
Bangladeshi
0
Caribbean
1
African
9
Chinese
5
Any Other
3
M/F
Age
Ethnicity
F
55-64
F
25-34
F
55-64
M
75-84
F
65-74
F
45-54
M
45.54
White
British
White
British
White
British
White
British
White
British
White and
Black
Carribean
White
British
Frequency
of
attendance
Rare
Voluntary
group Rep
Regular
Regular
Regular
Occasional
Y
Occasional
Regular
Step 2: Agree areas of priority with PRG
The PRG were sent e mail invitation to take part in the survey and asked to make
any suggestions It was also agreed by the PPG to run the same survey questions as
last year to get accurate comparison.
Step 3: Collate the views through the use of a survey
The results of the survey were collated by My Surgery Website with input of the
paper copies by practice staff These results are available on the Kingsclere Medical
Practice website, NHS choices website and in paper in the waiting room.
The survey was run from 3rd February 2014 to 14th March 2014 the survey was
available in paper in the waiting room and on line on our website. A total of 218
patients took part the results are as follows:
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Kingsclere Medical Practice
Patient Survey 2013-2014
Number of Responses: 220
Kingsclere Medical practice Patient Group
The patient group would like your views on a number of issues. We would be grateful if you
could please take a moment to complete this brief survey. The replies will be anonymous and
it will not be possible to identify individual patients from the answers given.
Q1) Opening Times
I am happy with the standard opening times 8.30am to 6.30pm
Yes 83%
No 5%
No response 12%
If answer NO please select from the following
I would like to be able to attend before 8am
Monday 7%
Tuesday 6%
Wednesday 5%
Thursday 5%
Friday 5%
Saturday AM 15%
And/Or After 6.30pm
Monday 11%
Tuesday 11%
Wednesday 11%
Thursday 10%
Friday 9%
Q2) Reception
How helpful do you find the receptionists at your GP practice?
Very helpful 83%
Fairly helpful 13%
Not very helpful 0%
Not at all helpful 0%
Don’t know 0%
No response 4%
Q3) TV Screen in waiting room
Have you found the information on our screen helpful
Very helpful 22%
Fairly helpful 41%
Not very helpful 13%
Not at all helpful 4%
Have not seen it yet 15%
No response 5%
Is there a topic you would like us to include in our information to you
Q4) How good was the last GP/Nurse you saw or spoke to at each
of the following
If you know the name of the GP/Nurse you last saw or spoke to please write it here:
Giving you enough time
Very good 81%
Good 12%
Fair 4%
Poor 1%
Very poor 0%
Does not apply 0%
Q5)Listening to you
Very good 80%
Good 15%
Fair 2%
Poor 1%
Very poor 0%
Does not apply 0%
Q6)Explaining tests and treatments
Very good 70%
Good 21%
Fair 3%
Poor 1%
Very poor 0%
Does not apply 1%
No response 4%
Q7)Involving you in decisions about your care
Very good 66%
Good 22%
Fair 2%
Poor 0%
Very poor 0%
Does not apply 5%
Q8)Treating you with care and concern
Very good 76%
Good 16%
Fair 3%
Poor 1%
Very poor 0%
Does not apply 1%
No response 3%
Q9)Did you have confidence and trust in the GP/Nurse you saw or spoke to?
Yes, definitely 90%
Yes, to some extent 6%
No, not at all 2%
Don’t know / can’t say 0%
No response 2%
Q10 Our Telephone Service
Choose the time you prefer to phone
8.30am to 9am 51%
9am to 1pm 34%
2pm to 4pm 5%
4pm to 6.30pm 4%
No response 6%
When you last phoned the practice what was the reason for your call
Book Appointment 60%
Order Prescription 30%
Get Test result 2%
Other 6%
No response 2%
How quick were we in answering your call
Very good 31%
Good 45%
Fair 17%
Poor 3%
Very poor 0%
No response 4%
How well was your call handled by Reception
Very good 61%
Good 29%
Fair 6%
Poor 0%
Very poor 0%
No response 4%
Any Other Comments
So that we can analyse the answers give by all the people in this survey it would help us if
you could provide the following information, it will not be possible to identify you from this
information.
Male 34%
Female 65%
No response 1%
Age Group
0-25 7%
26-45 19%
46-65 31%
66-75 30%
over 76 9%
No response 4%
First 5 digits of your postcode ( ie RG25 8 )
Thank you for completing this survey. If you would like us to contact you about
future surveys please leave your email address/contact details at reception
Most areas have seen increased satisfaction rates on last year
Comments
Thank you for your comments and suggestions
We received 62 comments of which 30 were in praise of the staff and service, it is
always nice to hear you are pleased with the service we offer. Patients have liked
having a booked telephone appointment and also being able to order prescriptions
and book appointments on line.
There were 12 comments regarding appointment availability and opening times
There were a few comments regarding the Car Park and we appreciate the efforts of
the PPG to help us get improvements made, meanwhile our staff are doing what they
can to park elswhere to help alleviate this problem.
There were some good suggestions for content for the TV screen and will be
introducing some of these in the coming months for eg tips on how to keep
healthy,information about services & staff.
Step 4: Provide the PRG with the opportunity to discuss the findings and reach
agreement with the PRG on changes to service
The results were e mailed to our PPG, PRG and staff on 20th March 2014 asking for
comments on any areas of service which they felt may be improved as a result of the
survey.Comments from the PRG were received but did not suggest any changes to
the service however the availability of appointments was chosen as an area to look at
and this was discussed at a full staff meeting on the 24th March 2014. And relayed to
the PRG & PPG by e mail on 26th March 2014.
Step 5: Agree action plan with PRG and seek PRG agreement to make changes
As a result of discussion the practice has agreed to look at the availability of early
and late appointments
Service Area
Look to provide bookable
appointments before 9am
Look to provide more
bookable appointments
after 5.00pm
Look at the spread of
review appointments
between all GPs to allow
equal bookable slots
Look at providing opening
for prescription collection
before 8.30am
Action
Clinician Teams to discuss
availability and agree
timetable changes
Clinician Teams to discuss
availability and agree
timetable changes
Admin and Clinician
Teams to discuss
availability and agree
timetable changes
Reception & Practice
Manager to look at staffing
implications and agree
opening hours
Timescale
Three months
Three months
Three months
Three months
These actions have been agreed and communicated to the PRG by e mail and to our
patients via our website and in our waiting room.
Kingsclere Medical Practice is open as follows, you may access our services by
telephone on 01635 296000 or in person during the core hours.The Practice is
available for urgent requests between 1-2pm both in person & on the phone.
Day
Monday
AM
CORE HOURS
08:30-13:00
PM
CORE HOURS
14.00 -18.30
Tuesday
Wednesday
Thursday
Friday
08:30-13:00
08:30-13:00
08:30-13:00
08:30-13.00
14.00-18.30
14.00-18.30
14.00-18.30
14.00-18.30
Extended Hours
Practice is closed
Access for extended hours
is by appointment only
check with reception for
availability
18.30-20.00 GP & Nurse