TINKERS LANE SURGERY – PATIENT PARTICIPATION GROUP (PPG)
REPORT TO PATIENTS – MARCH 2014
Introduction
On behalf of the Tinkers Lane Surgery Virtual Patient Participation Group (VPPG), the Practice is
very pleased to share the Group’s third report.
The Practice would like to thank all patients who took part in the Survey with special thanks to our
VPPG Members for their ongoing support in working with us throughout the year.
The Surgery currently has 9085 patients, the demographics of which are attached to this report as
Appendix 3.
The Surgery encourages patient feedback by inviting compliments, comments, concerns and
complaints on the service and facilities we provide. All patient feedback received helps the
Surgery to continually improve the services and facilities we provide, including clinical and nonclinical services and local clinical services within the area.
Survey forms were made available from the Surgery reception area, waiting room and via our
website. Feedback and non-clinical enquiries can also be emailed to us via our website:
www.tinkerslanesurgery.nhs.uk
The Practice has reflected on the results of our 2013/14 Patient Survey below (Appendix 1), and
this Report together with Patient Participation Action Plan for 2014/15 (Appendix 2) has been
agreed with our VPPG. The content of Appendices 1 & 2 is available for comment by any patients
registered at the Surgery, a copy of which is displayed in the Surgery waiting room and on the
Surgery website.
The Surgery has a well established Virtual Patient Participation Group (VPPG) and has attracted 7
new members who expressed an interest when completing our Survey. These new members will
join the Group in April 2014 and will be sent future Patient Surveys and other Surgery information
of importance throughout the year. The demographics of the VPPG is contained within this report.
The Surgery always welcomes new members so if you would like to join, please ask our
receptionist for further information.
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How the Survey was generated
Our VPPG Members asked us to repeat some of the questions asked in last years Patient Survey.
The Practice also took the opportunity to insert questions based on patient feedback comments,
concerns and/or complaints received during the year.
The VPPG also reflected on the 2012/13 PPG Action Plan which the Surgery has successfully
achieved.
How we Promote Patient Surveys
The Surgery continues to display a copy of their current Patient Surveys on its website and on the
designated PPG notice board located in the Surgery waiting room. To raise patient awareness
current Surveys are always available for completion from the reception desk.
With the exception of on-line Surveys, patients have been asked to complete our surveys whilst at
the Surgery. Due to time constraints we realise this is not always possible so we do allow patients
to take them home to complete and return to us. Next year we are hoping that our clinical team will
take surveys on home visits and ask housebound patients to complete these where appropriate.
We will also leave copies of future Surveys on chairs in our waiting room in between surgeries to
raise awareness.
Patient Survey Results
In 2013/14 the Surgery ran a 5 week Survey up to 14th March 2014 concentrating on many
questions from our 2012/13 Survey (as requested by our PPG). We also added questions based
on patient feedback received throughout the year. An analysis of the Survey can be found below
as Appendices 1 & 2, a copy of which have been shared with all of our VPPG members, including
new members who will join the Group in April 2014.
The results have also been shared with Surgery Partners and staff for information and comment.
They have also been made available to all patients via the practice website, and as hard copies
available in the waiting room.
Practice Opening Hours
The Surgery reception is open on Mondays, Tuesdays and Fridays from 8.30am to 6.30pm and on
Wednesdays and Thursdays from 8.30am to 8.00pm (although telephones are answered from
8.00am to 8.30am for emergencies).
Appointments for all services can be booked by telephone on 01793 852131. Appointments with
GPs and for some other clinics can be booked via the Surgery website as can repeat medication,
but for security and confidentiality reasons it is necessary to call into reception to register for this
service when an individual patient user I.D. and password will be generated.
The Surgery takes part in the extending opening scheme and offers pre-bookable appointments
outside of our regular opening hours on Wednesday and Thursday evenings to 8pm - these are for
pre-booked appointments only.
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APPENDIX 1
Tinkers Lane Surgery Patient Questionnaire 2013/14
Number of Responses: 97
Thank you for taking the time to complete this survey. All results received before 14th March will be
displayed in our waiting area and on our website by the end of March 2014.
APPOINTMENTS
We currently provide late appointments between 6.30-7.30pm on Wednesday and Thursday
evenings:
1. Did you know about these late appointments?
Yes 67%
No 30%
No response 3%
2. Have you made use of them?
Yes 28%
No 68%
No response 4%
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3. Are you aware that you can book our appointments 4 weeks in advance?
Yes 75%
No 23%
No response 2%
4. Would you object to the Surgery closing between 1-2pm? Staff would still be available
to answer telephone calls?
Yes 32%
No 63%
No response 5%
5. If we were able to extend our existing appointments outside our core hours would you
prefer:
Appointments before 8.00am 19%
Appointments after 6.30pm 26%
No preference 45%
No response 10%
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INTERNET SERVICES
Do you use our internet services to:
1. *Book an appointment?
Yes 20%
No 76%
No response 4%
2. *Request medication?
Yes 26%
No 69%
No response 5%
3. To view surgery information?
Yes 26%
No 70%
No response 4%
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4. To request other information?
Yes 17%
No 76%
No response 7%
*Please contact our receptionist to request further information or a confidential PIN No. to access
the above services.
PATIENT PARTICIPATION
We currently have a Virtual Patient Participation Group (VPPG) – a group of patients with whom we
communicate via email to share practice information and obtain their views on the services we
provide.
1. Did you know about this Group?
Yes 39%
No 59%
No response 2%
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2. Would you like further information about our VPPG?
Yes 26%
No 65%
No response 9%
3. If sufficient patient interest is generated, would you consider joining a Patient
Participation Group - a group of volunteer patients with whom Practice representatives
would meet on an 8-10 week basis?
Yes 28%
No 61%
No response 11%
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APPENDIX 2
TINKERS LANE SURGERY - 2014/15 PATIENT PARTICIPATION GROUP ACTION PLAN
Survey Finding
Agreed Action
Action by who
Action by when
Appointments: Several patients
commented about the length of waiting
times for a GP appointment with many
patients wanting an appointment with a
female GP.
To recruit permanent GP’s to reduce the need
for locum GP’s. To promote awareness of our
appointment system and on-line facilities. We
would like to raise awareness that although
GP appointments are often available, they
may not necessarily be with the GP of choice.
GP Partners &
Management
Team
May 2014
Premises: A specific comment was
made about a clinical room lacking
space, e.g. printer on the desk that
could be located elsewhere to improve
comfort and more space for patients
when blood is being taken.
To review the future use of phlebotomy room
2 due to space limitations
Management
Team
April 2014
Prescriptions: Patients have
expressed concerns about the
turnaround times for repeat
prescriptions.
To review turnaround times for repeat
prescriptions. The Surgery is hopeful its’
existing service will improve once additional
GP’s have been recruited.
Ongoing – GP’s
& Management
Team
September 2014
Telephones: Patients have advised
that it is often difficult to get through by
phone and have asked if we can
increase the number of telephone lines
available.
To review the existing telephone
arrangements
Management
Team
June 2014
8
Date
completed
Training: The majority of patients were
happy with our nurse triage service
however some felt that advice was not
consistent and that some triage nurses
were more helpful than others.
Patient Communication: Patients were
asked if they would consider joining a
PPG if sufficient interest was generated.
To organise training for members of our nurse
triage team.
A training course has been identified for one
of our existing nurses. We are currently in the
process of recruiting triage nurses and their
training needs will be assessed upon
appointment.
The Surgery is to consider setting up regular
8-10 weekly meetings with a patient group.
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Triage Nurse
Lead
June 2014
GP Partners &
Management
Team
July 2014
APPENDIX 3 – TINKERS LANE SURGERY DEMOGRAPHIC DATA
Practice population profile
PPG profile
Difference
Age
% 18 – 24 – 6.538%
% 18 – 24 - 0
-6.538%
% 25 – 34 – 8.992%
% 25 – 34 – 1.63%
-7.36%
% 35 – 44 – 10.38%
% 35 – 44 – 6.5%
-3.88%
% 45 – 54 – 15.32%
% 45 – 54 – 6.5%
-8.82%
% 55 – 64 – 11.46%
% 55 – 64 – 17.07%
+5.61%
%65 – 74 – 11.79%
%65 – 74 – 34.14%
+22.35%
%75 – 84 – 6.99%
%75 – 84 – 26.03%
+19.04%
% Over 85 – 2.8%
% Over 85 -
+5.33%
8.13%
Ethnicity
White
White
% British Group – 27.29%
% British Group – 97.56%
10
+70.27%
Practice population profile
PPG profile
Difference
% Irish – 0.13%
% Irish – 0%
-0.13%
Mixed
Mixed
% White & Black Caribbean – 0.13%
% White & Black Caribbean – 0%
-0.13%
% White & Black African – 0.26%
% White & Black African – 0%
-0.26%
% White & Asian – 0.14%
% White & Asian – 0%
-0.14%
Asian or Asian British
Asian or Asian British
% Indian – 0.13%
% Indian – 0%
-0.13%
% Pakistani – 0.01%
% Pakistani – 0%
-0.01%
% Bangladeshi – 0.21%
% Bangladeshi – 0%
-0.21%
Black or Black British
Black or Black British
% Caribbean – 0.24%
% Caribbean – 0%
-0.24%
% African – 1.38%
% African – 0%
-1.38%
Chinese or other ethnic Group
Chinese or other ethnic Group
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Practice population profile
PPG profile
Difference
% Chinese – 0.15%
% Chinese – o%
-0.15%
& Any Other – 3.94%
& Any Other – 2.44%
-1.5%
Gender
% Male – 49.25%
% Male - 31.71%
-17.54%
% Female – 50.75%
% Female – 68.29%
+17.54%
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