Craven Road Medical Practice
60 Craven Road Leeds LS6 2RX
Telephone: 0113 2953530
Fax: 0113 2953532
Patient Participation Report 2011-2012
1.
Establishing the Patient Reference Group (PRG)
How the PRG was established
In April 2011, the Practice undertook a patient consultation exercise seeking patients
opinions on the movement of its branch surgery to the current premises in
Headingley. This was seen as an excellent opportunity to engage with patients both
for the premises development and for the establishment of a PRG. All patients
received a letter informing them of the changes and inviting them to join the PRG.
The practice held a drop-in session regarding both subjects on Saturday 7th May.
A second letter and newsletter was sent to all patients in July, this informed them of
the details of the move and how to join the PRG.
During the period April – September 2011, a newsletter was available at both
practice premises inviting patients to join the PRG.
Over 50 patients expressed an interest in taking part and all of these patients were
invited to attend the first meeting which took place on the 3 rd August 2011. 9
patients attended the first meeting and a further 5 patients expressed an interest in
being kept informed of the outcome of meetings and are receiving information by
mail.
Practice Profile
Age/Sex
The total registered practice population is 9720. This is made up of 5255 (54%)
males and 4465 females (46%).
Age/Sex Profile
1400
1200
Numbers
1000
800
Males
Females
600
400
200
0
0-4
5-16 17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89
90+
Years
Figure 1: Age/Sex profile of the patients registered with Craven Road Medical Practice
Patient Reference Group Profile
Age/Sex
The PRG currently has 14 members. There are 2 (15%) males and 12 females
(85%).
Patient Reference Group Age/Sex Profile
6
5
Number
4
Males
3
Females
2
1
0
0-4
5-16
17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89
90+
Years
Figure 2: Age/Sex profile of the Craven Road Medical Practice PRG
Ensuring representative membership
93% of patients have an ethnicity and language recorded, of these 72% have
classed themselves as British or Mixed British. The remaining patients are from
other ethnic groups with the largest of these being Pakistani (3%), Chinese (1.5%),
Indian (1.5%) and African (1.5%). All of the members of the PRG are white British.
The Yorkshire Public Health Observatory determined Craven Road Medical Practice
to be “Above average list size. A practice population that is predominately aged 1544 years old and urban dwelling. Above average percentages of patients who are
Asian and Black or of mixed race”. In addition it showed that 23.7% of the practice
population are students and young professionals and 8.4% of the practice population
are disadvantaged multi ethnic younger adults, with high levels of smoking.
The PRG is currently not reflective of its patient profile in terms of age and ethnicity.
All patients registered with the Practice are eligible to join the PRG and the Practice
will continue to advertise this throughout the next year.
At the first meeting, methods of engaging patients to ensure that the group was
representative were discussed. The following actions were agreed:

Allow “virtual” representation to engage patients who could not access the
face to face group either because of work or carer commitments or because
of mobility or disability problems




To ask clinicians to discuss the PRG with focused groups of patients and in
particular clinics eg Baby Clinic to increase the representation of young
parents and ethnic minorities
To include “sign-up” to the PRG on the full patient survey
To change the time of the next meeting to an evening to allow all the above
groups better access
To continue advertising the PRG and methods of joining
Despite clinicians personally inviting patients to the second meeting and changing
the time of the meeting no additional members attended and the late time caused
problem for the original group. It was therefore agreed to revert to the original
meeting time.
2.
Establishing priority issues
At the first meeting of the PRG an “h-form” exercise was undertaken. This
considered:



What the Practice was currently doing well
What the Practice could do better
The priorities of the PRG
At the second PRG meeting, the group agreed:



3.
the questions for the patient survey, which incorporated some of the priorities
established during the “h-form” exercise
the method of distribution of the survey
the duration of distribution of the survey
Collecting the views of the wider Practice population
Once the survey had been agreed by the PRG, the survey was distributed within the
Practice for a month. Patients attending the surgery for any purpose were asked if
they would complete the survey.
During that period a total of 125 surveys were completed and returned. The Practice
and PRG were disappointed with the uptake of the survey and it was agreed that for
future surveys, clinicians would hand out the survey when the consultation had been
completed as many patients no longer attend the reception desk as they use the
automated arrival screen. Despite the low uptake the Practice felt that the survey
results were credible as in previous years the national GP Patient survey results had
received similar uptake.
4.
Survey Results
The results of the survey were collated and distributed to the PRG and discussed at
a meeting. The PRG were invited to comment and feedback their ideas to
incorporate in to an action plan.
Strongly
Disagree
Disagree
Neither agree
nor disagree
Agree
Strongly
Agree
The following is a summary of the survey results:
If I need an urgent appointment I am usually seen the
same day
6%
15%
18%
36%
17%
If I need a non-urgent appointment I am usually seen
within one week
2%
12%
12%
41%
23%
I am happy with the current appointment system
4%
12%
12%
41%
23%
The practice is open at times when I can attend an
appointment
2%
3%
1%
52%
37%
I think the current opening times are about right
0%
1%
1%
48%
34%
The practice is easy to get to
2%
0%
1%
50%
43%
Reception staff are friendly and approachable
0%
1%
2%
48%
45%
The practice is clean and tidy
0%
0%
1%
42%
54%
Overall I think the practice is welcoming
1%
0%
4%
48%
42%
I like music in the waiting area
8%
11%
34%
25%
18%
I feel listened to by the clinical staff
0%
1%
7%
47%
32%
Clinical staff treat me with dignity and respect
0%
0%
4%
47%
35%
The clinical staff communicate their message
clearly and effectively
I am confident in the treatment I receive from the
clinical staff
I am happy with the clinical care I receive
0%
0%
4%
47%
30%
1%
0%
7%
44%
32%
0%
0%
6%
46%
33%
I did not have to wait too long in the surgery to
see the GP
3%
11%
16%
36%
19%
Appointments
Opening Times
Our Surgery
Clinical care
5.
Development of an action plan
The three priority areas shown as a result of the survey were regarding urgent same
day appointments, music in the waiting room and waiting times within the surgery.
These issues were discussed at a PRG meeting and as a result, the following
actions have been agreed:
Action
Continue to advertise the Patient
Reference Group to patients
To use the TV screen (patient call
boards) to display information about
the practice and minimise the number
of features containing music
To increase the number of same day
urgent appointments in a form of
“open” surgery
Reason
To ensure the Patient Reference
Group is representative of the
Practice Population
Survey results showed this as an
area that people felt most strongly
about
Survey results showed that a small
minority of patients felt unable to be
seen urgently the same day.
To advertise the reasons why
appointments might be delayed and
patients have to wait to be seen
Survey results showed this to be an
area for concern
Aim to improve the midwifery service
running in the Practice
Patient and Practice satisfaction with
the service is poor. Reflects badly on
the practice as patients often think
this is an area that the Practice
provides and controls.
To continually monitor and improve
satisfaction
To produce another survey in
approximately 1 years time
6.
Updating the plan following achievement of actions
The Practice will also advertise the action plan and update this report as actions are
achieved.
A summary of the progress as at 31st March 2012 is:
You said:
You were not happy with the amount of
time spent in the waiting room
You were not happy with the ability to
obtain same day urgent appointments
We did
Display information on the reasons why
clinicians may be running late
Discussed with the Practice clinicians and
agreed a trial system which will commence in
May
For information purposes:
Our current opening hours
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
8.00am to 7.00pm
8.00am to 7.00pm
8.00am to 7.00pm
8.00am to 7.00pm
8.00am to 7.00pm
8.30am to 11.30am
Patients can make appointments by telephoning or calling in to the practice. The
Practice also offers online facilities to book appointments and request repeat
prescriptions.
Extended opening hours
We currently open on Saturday mornings to offer appointments for those patients
who find it difficult to attend during normal opening hours. A Practice Nurse is
available the first Saturday of every month with the remaining sessions being
provided by GP’s.