The Woottons Surgery
Patient Participation Group Enhanced Service
2012/13
Background
The Woottons Surgery is signed up to a Direct Enhanced Service (DES) with NHS
Norfolk, which requires that the practice has a patient participation group, through
which it can discuss activities at the practice and agree any plans to amend or
introduce new services or working practices that may affect patient care. This
ensures that, wherever practicable, any amendments to patient services will have
the knowledge and support of our patients. In return, NHS Norfolk will provide
additional funding to the practice, which will be invested in direct improvements to
patient services or facilities.
A patient participation group had already been established at the practice prior to
the PPG DES being introduced. However, while in the past the group had been very
active as a means of providing health information and as an interface between the
practice and the patient population, after a change of chair in 2006 the meetings had
become less well supported. By the beginning of 2011, the Chair was no longer
attending the meetings and at the meeting in March 2011 there were only five
attendees – including a GP and the Practice Manager.
At this point, it was decided to abandon the existing group and to re-establish with a
fresh start and a new Chair was appointed. This was an ideal time as it gave us the
opportunity to share our requirements with the new group and to ensure that we
had the support of the group.
Attendances increased to an average now of 25+ patients at each quarterly meeting,
with the following terms of reference agreed:

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Patient group meetings will be held on a quarterly basis, the dates being the
last Tuesday evenings in January, April, July and October unless otherwise
advised.
All patients registered with the practice may join.
Meetings will be held in the waiting area at the surgery.
The purpose of the meetings is to:
o Draw attention to and discuss the good points of the surgery plus any
requiring attention
o Arrange talks on health matters through inviting external speakers or
from information provided by the surgery team
o To provide feedback on developments in services and care to the
doctors and non-medical staff
The group decided at an early stage not to conduct formal meetings or establish a
formal constitution, but preferred to work within the above terms of reference
instead.
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As the attendees of the surgery meetings tend to be mature patients, usually in
retirement, it was agreed to also create a virtual group of patients that could be
consulted for information. Therefore, in addition to the physical meetings within the
surgery, there is currently a group of 326 patients who have agreed to be involved as
a virtual patient group. Communication is via email or the surgery website, with the
patients responding to surveys and providing feedback where necessary. The
patients were identified in a number of ways to engage different sections of the
population – via midwife clinics, GP consultations, nurse appointments and also as a
request whenever any new patient registers with the practice.
Virtual patient group demographics (2013)
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Patient feedback
The patient survey, conducted across 2011/12 continued for the further twelve
months and there continued to be a reasonable response rate, both in person and
on line.
The participation group has continued to maintain good support from patients, with
the quarterly meetings capturing an audience of 25+ patients, this being the capacity
of the surgery waiting area. Relocating the meetings to a larger facility has been
discussed, however it was felt that this may adversely affect the attendance and
would make it more difficult for the GPs to attend after finishing their clinics.
A specialist presenter is arranged for each of the meetings, providing helpful
information into various health topics that are of interest to the group. The list of
future topics is discussed with the group and many of the speakers have been
arranged through members of the group themselves. The topics covered this year
have been:
April 2012
July 2012
November 2012
January 2013
Summary Care Records
Deafness
Breast Cancer
Prostate Cancer
In November 2012, Dr Edris unexpectedly left the practice. Being a full time partner,
this had a considerable impact on the availability of GP appointments, with lack of
continuity also being a significant concern for patients. Whilst the surgery will
endeavour to cover as many clinics through the use of locums, this is clearly a
temporary measure and a replacement GP will be sought as soon as possible. In the
meantime, the number of different locums will be minimised in order to maintain as
much continuity as possible. Any specialist clinics, previously provided by Dr Edris,
will be covered by the remaining GPs as much as is possible, or from the use of other
clinics where necessary. Diabetic cover will continue to be provided by our specialist
diabetes nurses.
The replacement GP will be announced to the patient group at the earliest possible
opportunity.
In January 2013, the practice application for registration with the Care Quality
Commission (CQC) was successful. The practice will therefore be compliant with the
forthcoming legislation for all primary care providers to be registered from 1 st April
2013. The practice team continue to focus on maintaining compliance with the core
CQC standards, through a number of actions – focusing on the planned and continue
development of protocols and services, plus the on-going improvements to the
premises themselves.
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The results of the 2012/13 survey were captured and are presented graphically
below:
Ease of contacting practice by phone
Patient satisfaction with opening times
40
35
30
25
20
15
10
5
0
45
40
35
30
25
20
15
10
5
0
Access to appt within 48 hrs
Morning callback system
40
35
30
25
20
15
10
5
0
35
30
25
20
15
10
5
0
Ability to have phone conversation with GP/Nurse
Satisfaction with appt offered
40
40
35
30
25
20
15
10
5
0
35
30
25
20
15
10
5
0
length of time waiting at practice
35
30
25
20
15
10
5
0
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Comfort of waiting area
40
35
30
25
20
15
10
5
0
Treatment of patients by staff
60
50
40
30
20
10
0
POOR
FAIR
GOOD
VERY GOOD EXCELLENT
The manner in which you were treated by staff
The respect shown for your privacy and confidentiality
The information provided on our facilities eg: repeat prescriptions, test results
General views
70
60
50
40
30
20
10
0
POOR
FAIR
The system in place for making a complaint
Clinics provided by the practice
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GOOD
VERY GOOD EXCELLENT
Healthy living advice provided by the practice
Action plan
The results from the survey and the information already gained via the patient group
have been discussed during further meetings and it was agreed to focus on the
following areas:
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To continue with the improvement works to the reception, waiting room and
consulting areas.
To improve the external surgery areas, in particular making improvements to
the car parking area before the next winter period.
To continue the full review of the appointments system to establish whether
more short term capacity can be created to enable patients to book in to the
GP or nurse within a shorter time frame.
With losing the second waiting area to become a new meeting room, to
assess the longer distance now from the main waiting area to the most
distant clinical rooms and consider whether a patient call screen may be
necessary.
Review the callback system to ensure it is being applied appropriately.
Patients that are unable to receive an incoming call or to wait should be
offered an appointment instead, where possible.
Identify any additional services that could be provided from the practice
rather than the patients travel to the Queen Elizabeth Hospital (in a similar
way to the recent establishment of the anti-coagulation clinic).
Ensure that the automated telephone system is available as an option for
patients that want to use it (especially outside of normal working hours),
rather than the only option available to patients.
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Appendix – Updated practice leaflet (February 2013)
The Woottons Surgery
Spring Cottage, Priory Lane, North Wootton, King's Lynn, Norfolk, PE30 3PT
www.woottonsurgery.co.uk
Dr Rüdi Gawens MRCGP
Dr Deborah Hopkin MbChB BS 1975 FP Cert (Newcastle) DPD (Cardiff)
Dr Charlotte Rendall MbChB MRCGP
How to Contact Us
Telephone
Fax
Out of hours doctor access (Anglia Medical Care)
Health Visitor
(01553) 631469
(01553) 631011
111
(01553) 763451
Surgery Opening Times
Reception is open during these hours for both telephone and direct access should you need
to visit the surgery. We also have an automated booking system that allows you to
telephone the surgery to book, amend or cancel an appointment 24 hours a day.
Monday 08:00 to 13:00
14:00 to 18:00
Early evening GP appointments are available on Mondays from 18:30 to 20:00.
This service is for routine (non emergency) appointments only and
MUST be booked at least 2 days in advance
Tuesday to Friday 08:00 to 18:00
Doctor Call Back Service
Weekdays 08.30 to 09.30
Doctors Surgeries
Weekdays 10:00 to 11:30 and 15:00 to 17:30
Nurse Clinics
Weekdays 08:30 to 12:00 and 14:30 to 17:30
Immunisations
Vaccinations
CVD Health checks
Wound dressing
Minor injuries
Diabetic review
Asthma review
Respiratory review
Women’s health
Phlebotomy
To book into the above, please call the surgery and let the receptionist aware of which clinic
you would like to attend.
Surgery Accessibility
The surgery is accessible to patients using a wheelchair via the power-assisted doors at the
front entrance.
For patients with hearing problems we operate a hearing aid loop system available from
reception.
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We can arrange interpretation and translation services in person or by phone for patients
who do not speak English. Please let us know if you need this service when booking an
appointment.
Out of hours
For urgent access to a doctor out of surgery opening hours please use the out of hours GP
service, which is now available via the 111 service. Dial 111 to access the service. Calls are
free from landlines but may be chargeable from other providers.
How to Register With Us
If you live in our practice area and would like to register with us, please complete a
registration form, and a new patient questionnaire. These are available from reception.
Repeat Prescriptions
To prevent errors we do not accept telephone requests for repeat prescriptions.
To request a repeat prescription tick the box on the right hand side of your prescription and
return to reception. Forms are available on reception if the right hand side of your
prescription request is not available.
Request can be faxed 01553 631011.
Please allow 48 hours (2 working days) before collection of all requests.
Arrangements can be made for your nominated chemist to collect your prescription or
enclose a stamped addressed envelope to have a prescription posted to you.
Home visit requests
If you are unable to come to the surgery because you are too ill, please request a home visit
before 11:00 if possible to allow the doctors to plan visits.
If transport is a problem, please speak to reception
Additional Services Available
The Practice also provides the following services based at the surgery:
Mental Health Worker
Community Physiotherapist
Autogenic Therapist
Midwife
Dietitian
Podiatrist
Norfolk Primary Care Trust & PALS
Details of primary medical services in the area can be obtained from Norfolk Primary Care
Trust at:
Services To Primary Care, Elliot House, 130 Ber Street Norwich, NR21 3TZ, Tel: 01603 697300
PALS will:
Help answer any questions or concerns about your healthcare
Offer advice and support when things go wrong
Listen to your suggestions for improving local services
Provide balanced and impartial information and advice
Tel: 0800 587 4132 (this is a freephone number)
E-mail: pals@norfolk-pct.nhs.uk
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Patient Group
All patients are welcome to attend the patient group which meets at the surgery four times
a year. It is an opportunity for patients to discuss the provision of healthcare and suggest
any improvements we can make and to discuss any current developments within the
surgery. The current chair of our patient group is Mr Alan Ashcroft who can be contacted on
01553 674977. We also post patient group news on our website at
www.woottonsurgery.co.uk
Surgery location
Practice Area and Location
Castle Rising
Knights Hill
NORTH WOOTTON
Priory Lane
Castle Rising Road
Grimston Road
South Wootton
Sandy Lane
Low Road
Wootton Ride
Grange Estate
Reffley Estate
Wootton Road
Templemead
Marsh Lane
Satellite Navigation Information:
Postcode: PE30 3PT
Coordinates:
N 52 47.380’
E 00 26.205’
Patient Confidentiality
We respect your right to privacy and keep all your health information confidential and
secure. It is important that the NHS keeps up-to-date records about your health and
treatment so that those treating you can give you the best possible advice and care
Complaints/Comments
We have an NHS approved, in-house complaints procedure. If you have any concerns about
any aspect of our service please put your complaints and comments in writing.
In the first instance complaints are dealt with by the Practice Manager.
How You Can Help Us
Please:
Be on time for your appointments.
Tell us if you need to cancel so we can offer the slot to other patients.
Call for a home visit before 11:00am.
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Zero tolerance policy
The Woottons Surgery operates a zero tolerance policy.
Patients will be treated with respect by doctors and staff and we expect the same
treatment in return from our patients. We will not tolerate any verbal or physical
abuse to any of our doctors or staff from patients, including during telephone calls.
In the event of this happening, the person in question will be asked to leave the
premises and will be removed from the surgery list. Any verbal abuse during a
telephone call will not be tolerated. The call may be recorded and the call
terminated.
If violence is involved, the police will be called immediately.
Freedom of Information
The Freedom of Information Act was passed in November 2000 and came into force in
January 2005.
The Act gives a general right of access to information held on record by public authorities.
Health Authorities and NHS Trusts, including GP surgeries are included in this group but due
to the Data Protection Act of 1998 personal and patient information is exempt. From
October 2003 all NHS bodies have to have a publication scheme in place. This is a guide to
the information, which is available to the public. Details of any charges are also included.
Publication Scheme
The Surgery has a publication scheme, which is available on the internet via: www.foi.nhs.uk
Requests
Request for information must be made in writing (this includes fax and e-mail) giving the
requestors name and address and a description of the information requested. Requestors do
not have to be resident in the UK. Requests should be responded to within 20 working days.
If a fee to cover preparation and postage is due this must be paid before the information is
sent.
The type of information that can be requested must be the type that authorities believe will
not cause significant harm, for example, to national security or the ability to enforce the law.
In such cases, the information will be withheld under an appropriate exemption of the code
of practice.
Data Protection
We need to hold personal information about you on our computer system and in paper
records to help us look after your health needs. This information is held securely. Your
doctor is responsible for their accuracy and safekeeping. Please help us to keep your record
up to date by informing us of any changes to your circumstances.
Doctors and staff have access to your medical records to enable them to do their jobs. From
time to time it may be necessary to share some information with others involved in your
care. Anyone who has access to your record is trained in confidentiality and is governed by
both legal and contractual duties to keep details private.
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You may be required to give written consent before information is released such as for
medical reports, insurance or solicitors. In some circumstances we may be required by law
to release information to statutory or other official bodies for example in the case of a court
order.
You have a right to see your records if you wish. Please ask at reception if you would like
further details. An appointment will be required and a fee is payable
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