Kingsclere Medical Practice Patient Group
Patient Participation DES Report 2012-2013
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 5581 registered patients.
Our practice profile is:
Age / Sex breakdown
Description
Practice Population
Under 16
17-24
25-34
34-44
45-54
55-64
65-74
75-84
Over 84
Male patients
Female patients
Count
5581
986
464
513
781
1007
807
561
298
102
2870
2711
Percent
100
17.7
8.3
9.2
14.0
18.0
14.5
10.1
5.3
1.8
51.4
48.6
Ethnicity Breakdown
Description
Count Percent
Practice Population
5581
100
British or mixed British
1537
27.5
Irish
15
.3
White & Black Caribbean
4
.1
White & Black African
3
.1
White & Asian
7
.1
Other mixed
6
.1
Indian
16
.3
Pakistani
1
.0
Bangladeshi
0
0
Caribbean
1
.0
African
4
.1
Chinese
3
.1
Any Other
3
.1
We understood that our Patient Participation Group (PPG) would be best served by
representation from the various villages which make up our practice area. We started
the process by inviting a Parish and Borough Councillor in Oct 2009 to discuss how
we might get representation to the group. We also became a member of the NAPP
(National Association of Patient Participation) and invited a representative to come
and talk to us about their experience.
We have a poster in the waiting room for the “Ethnic minorities Carers Group” which
represents carers of ethnic minorities in Basingstoke.
The Kingsclere Medical Practice PPG was formed in December 2009 by asking the
various local Parish Councillors if they would like to send us a representative from
their area.
To ensure our group was representative we continue to ask for anyone interested in
joining the Group to contact the Practice Manager.
The Group is made up as follows:
Len Potts
Cathy Osselton
Ian Cameron
Tony Forward
Judy Henry
Sue Elliott
Alison Collington
Dr Still
Win Harfield
Chairman
Vice Chairman &
Representative for
the Alliance PPG
Practice Manager
& Secretary
Kingsclere
Kingsclere
Ecchinswell
Greenham
Hannington/Ibworth
Parent representative
Parent representative
Representative from the Practice
Representative from the Practice
We are still keen to hear from anyone in the, Bishops Green or Burghclere areas who
may be interested in joining our group.
We have a representative who attends the North Hampshire Alliance PPG meetings,
a strategic group which serves Basingstoke and the surrounding areas.
The members discussed forming a reference group (PRG) and decided that we
should open the survey to ALL patients, this was made available on line and in paper
at the practice, the survey was also sent out to patients with repeat prescriptions. The
Group have been active in looking at ways to improve car parking, assisting with
looking at the DNA (did not attend) rates and suggesting improvements to the
appointments system. They are going to hold a Health Fair in 2014 and will be
forming a project group of practice staff and PPG members to take this forward.
The PPG met on 15th August 2012 where plans for this year’s Flu clinics were
discussed. The PPG agreed they would have a display at the clinic to promote the
work of the PPG this was a time when a large number of patients would be attending
and was a good opportunity to ask patients by questionnaire what they would like us
to focus on in the 2012-2013 survey.
The results and actions from the previous year’s survey would be on display and the
PPG agreed that they would like to keep the survey similar to last years so that
comparisons could be made.
Step 2: Agree areas of priority with PRG
An e mail was sent to the PPG on the 11September 2012 and a volunteer met with
the Practice Manager to finalise areas to be included in the questionnaire.
The areas chosen were taken from the most common areas of patient experience
with the option to state any others areas which patients wished to include. The
display at Flu Clinic was manned by volunteers from the PPG and a paper
questionnaire was available to all patients visiting the practice during the October and
November 2012 period. There was also information shown on the TV screen to
promote the event.
There were 125 responses:
Description
Total responded
0-25
26-45
46-65
66-75
Over 76
unstated age
Male Patients
Female patients
Unstated gender
Count
125
5
4
28
42
35
11
48
69
8
Percent
100
4
3.2
22.4
33.6
28
8.8
38.4
55.2
6.4
Patients were asked to rank in order of priority, the graph indicates the responses
where patients had picked as number 1 priority
The PPG met on 21st November 2012 to review the questionnaire undertaken during
the Flu70Clinic period which showed that the majority of patients wished us to focus
60
questions
on clinical care and the telephone service, these topics were both included
in the 2012-2013
patient survey. It was agreed that the clinical questions would be
50
the same as last year which would enable doctors and nurses to make comparisons
40
with the
previous year. The telephone service questions were aimed at seeing what
could be
30 done to improve the service to patients. The survey document was
forwarded
to the PPG by e mail on 24th January 2013 for final approval.
20
Step 3:10 Collate the views through the use of a survey
0
Opening
th March
Getting
a Reception
Getting ato 5Phone
Other2013 the survey was
The surveyClinical
was run
from
28th January
2013
test result service
prescription
Care
times
available in paper in the waiting room and on line on our website. A total of 209
58
50
24
29
24
54
4
Series1
patients took part.
Kingsclere Medical Practice
Patient Survey 2012-2013
Number of Responses: 209
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 81%
No 1%
No response 18%
If answer NO please select from the following
I would like to be able to attend before 8am
Monday 7%
Tuesday 4%
Wednesday 5%
Thursday 5%
Friday 5%
Saturday AM 14%
And/Or After 6.30pm
Monday 10%
Tuesday 9%
Wednesday 11%
Thursday 9%
Friday 10%
Q2) Reception
How helpful do you find the receptionists at your GP practice?
Very helpful 78%
Fairly helpful 17%
Not very helpful 0%
Not at all helpful 0%
Don’t know 0%
No response 5%
Q3) TV Screen in waiting room
Have you found the information on our screen helpful
Very helpful 29%
Fairly helpful 39%
Not very helpful 11%
Not at all helpful 2%
Have not seen it yet 13%
No response 6%
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 77%
Good 16%
Fair 4%
Poor 1%
Very poor 0%
Does not apply 0%
Listening to you
Very good 75%
Good 15%
Fair 6%
Poor 0%
Very poor 0%
Does not apply 0%
Explaining tests and treatments
Very good 69%
Good 16%
Fair 6%
Poor 0%
Very poor 0%
Does not apply 5%
No response 4%
Involving you in decisions about your care
Very good 67%
Good 16%
Fair 7%
Poor 0%
Very poor 0%
Does not apply 4%
No response 6%
Treating you with care and concern
Very good 70%
Good 19%
Fair 4%
Poor 2%
Very poor 0%
Does not apply 0%
No response 5%
Did you have confidence and trust in the GP/Nurse you saw or spoke to?
Yes, definitely 82%
Yes, to some extent 14%
No, not at all 0%
Don’t know / can’t say 0%
No response 4%
Q10 Our Telephone Service
Choose the time you prefer to phone
8.30am to 9am 47%
9am to 1pm 35%
2pm to 4pm 4%
4pm to 6.30pm 7%
No response 7%
When you last phoned the practice what was the reason for your call
Book Appointment 58%
Order Prescription 29%
Get Test result 2%
Other 2%
No response 9%
How quick were we in answering your call
Very good 31%
Good 42%
Fair 19%
Poor 4%
Very poor 0%
No response 4%
How well was your call handled by Reception
Very good 66%
Good 25%
Fair 3%
Poor 0%
Very poor 0%
No response 6%
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 29%
Female 69%
No response 2%
Age Group
0-25 2%
26-45 12%
46-65 41%
66-75 27%
over 76 13%
No response 5%
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
Step 4: Provide the PRG with the opportunity to discuss the findings and reach
agreement with the PRG on changes to service
The results of the survey were collated by My Surgery Website with input of the
paper copies by practice staff. The results were discussed at a PPG meeting on 5th
March 2013 and a full staff meeting on 11th March 2013
These results are available on the Kingsclere Medical Practice website, NHS choices
website and in paper in the waiting room. The PPG congratulated the Practice on
improved results in all areas.
The areas for change were taken after discussion with the practice and PPG and
taking into account comments from the survey.
Step 5: Agree action plan with PRG and seek PRG agreement to make changes
The PPG and Practice agreed the following actions to improve telephone services to
patients:
1) Maximising the number of staff able taking calls in the morning, this will be
monitored by regular review of reports from our telephone system currently
85% of calls in the morning
2) Advise patients to phone after 10am for test results or ordering prescriptions,
the Practice will change the message on our phone system within the next
three months
3) Continue to promote on line services, 339 patients are already signed up for
these services thus reducing the number of calls taken. There is a slide on our
TV screen to promote on line services
4) Enabling a dedicated line for appointment cancellations, the Practice will look
at the various options with our telephone supplier
These actions have been communicated to patients by an article in local parish
magazines which goes to all households. Changes to our telephone system will be
made to incorporate the changes above by 30th June 2013
Kingsclere Medical Practice is open as follows, you may access our services by
telephone on 01635 296000 or in person during the core hours.
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
18.30-19.30 GP & Nurse