West Farm Surgery Patient Participation Group
Report 2012 -2013
Practice Profile
The practice has a current list size of 5574 patients which is almost evenly split between males
and females. The age breakdown is fairly even distributed with the largest group of registered
patients being aged 45- 54 (855).
The practice collects data on the ethnicity of our registered patients. We currently hold data for
2932 patients. This data cannot be truly representative of our patient population, but of data
recorded over 50% of patients are British/Mixed British. Other groups recorded are African,
Bangladeshi, Chinese, Irish, Pakistani, Indian, Black African and Caribbean. The practice will
continue to request ethnicity data as this is beneficial to patient care and can give us better
understanding of our practice population.
Opening Times
The practice is open 8.20am – 6.00pm Monday to Friday, with appointments available between
8.30am and 5.50pm with a GP and 8.30am and 5.40pm with a practice nurse. Appointments can
be made in person by telephoning 0191 2662215, or on line if patients have registered for the
online booking system.
Profile of West Farm Surgery PPG
The practice established a Patient Participation Group in April 2011 and has retained all but one
of its members since forming and has a new member joining us from June 2013. Meetings are
arranged by mutual agreement and the group has met 6 times over the last two years and
maintains regular contact with each other via email and telephone. The practice is delighted that
all group members have continued to have an active role in the group discussions and collectively
we have worked together to strive to make improvements to the practice.
Our group has 10 members, 5 female and 5 male. Group members are either employed, on long
term sick or retired.
Age distribution is:
35 – 45 1
45 – 55 4
55 – 65 3
65+
2
The PPG recognises that we need to have representation from a wider cross-section of our
practice population. We continue to advertise the PPG on our website, LED board, practice
leaflet and newsletter. PPG members have also attended the surgery to give out survey questions
and answer any questions patients may have about becoming a PPG member. Our current
members have different interests and opinions that have resulted in valuable discussions about
our practice.
The practice would like to take this opportunity to thank our Patient Group for all their help and
enthusiasm this year. Anyone who may be interested in joining the group is invited to contact
me Christine.Davidson2@nhs.net or telephone 0191 2381771 for more information
PPG Group Progress
Since 1st April 2012 the group has met on the following dates:
29th May 2012
18th September 2012
12th March 2013
The meeting in September 2012 included discussion about how we should progress with this
year’s patient survey in terms of format and questions we would like to ask. Everyone agreed the
following:
The practice would once again use the CFEP UK Surveys Improving Practice Questionnaire
(IPQ) to provide the survey and collate results. The practice used this is a nationally recognised
survey tool in 2011/12 and all group members were happy with it.
As well as the generic patient survey provided by IQP, the additional questions from 2011/12
would be repeated. As we would be able to measure if there had been an improvement since the
last survey. The additional questions were:
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Please rate your satisfaction with the arrangements for parking when visiting the surgery
Please rate your satisfaction with the ease of getting an early morning or later
Appointment (if you work)
Please rate your satisfaction with the practice website (if you have seen/used it)
The intention was to carry out the survey in November 2012 so that we could meet in the New
Year to discuss the results and form an action plan – due to staffing issues however the survey
was delayed until February 2013
Group members agreed that they would be able to help with handing out surveys to patients as
this would also be a good opportunity to explain about the patient group and hear comments and
suggestions from patients.
What have we achieved??
Following on for the 2011/12 survey the practice agreed three areas of priority with the patient
group and worked throughout the year on these.
This is how we did………….
Priority
Improve parking
facilities
We did
PPG members liaised with parking
control at North Tyneside Council about
getting the parking restrictions lifted
around the surgery
Provided up to date information to
patients in the waiting area and in the
practice leaflet on the current parking
arrangements round the surgery
Practice Website
Appointment
availability with
GP of choice.
How are things now
The council agreed to remove
all parking restrictions around
the practice on a temporary
basis. The council was
contacted in March 2013 by
the PPG and there will be no
restrictions for a further 3
months with a view to this
being permanent.
Survey results of 2012/13
show an improvement in
parking arrangements but
there were still some written
comments that indicated some
patients were still not happy.
CD to ensure information
update on website and LED
board
Worked with North of Tyne PCT to create Website went live in 2013.
new practice website.
Work is ongoing and is an
agreed priority with the PPG
for 2013/14
The practice carried out an audit of
The audit results were
patients asking for their doctor of choice
discussed with the PPG
and whether the appointment they
members at our meeting on
requested was given. The audit was
18.09.12. The audit results
carried out between 25.06.2012 and
indicated that 75% of patients
06.07.2012.
were given their doctor of
choice and the PPG felt that
this was a high percentage of
patients getting the
appointment they wanted.
The group suggested we
advertise ‘did not attend’ rates
so patients were aware of how
this can have an impact on
appointment availability. This
is now advertised on a
monthly basis on the LED
board and in the practice
newsletter.
We have also………………………………………….
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Updated the staff photo board. There are separate photo boards for Foundation Year 2
(F2) doctors and medical students working at practice, briefly explaining roles
Reviewed the Practice Leaflet and it has been updated by one of our group members
Put a patient suggestion box in the waiting room
Hosted a Clinical Commissioning Group (CCG) event at the practice to raise awareness
of CCG and encourage patient participation within commissioning. This was attended by
members of Lane Ends Surgery Patient group and 4 member of our PPG and was
delivered This event was delivered by Dr Ruth Evan, Hilary Snowdon Chief Executive of
North Tyneside CCG and Sam Harrison NHS North of Tyne
One of our group members attended a local event giving information about Mental
Health Services
What are we going to do in 2013/14?…………………………………
The main area of focus at our March 2013 meeting was to discuss the local patient survey
findings for 2012/13 and identify our priorities for next year.
Key Findings
The practice in almost all areas scored above the national benchmark means scores for practices
with a similar list size. The exceptions were:
Q5.
Q6.
Q4.
See practitioner of choice
Speak to practitioner on phone
See practitioner within 48 hours
Although scores for these questions are only slightly below the national average they have
warranted further discussion.
Positive findings from the report centre round the 3 specific questions added by the patient group
to the 2011/12 survey. The same questions were added to the 2012/13 survey and they have
shown some improvement in the three areas surveyed;
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Parking
Early morning/late appointment availability
Practice website
Positive responses
In the following areas the practice scored in the top 25% of similar practices surveyed
Opening hours satisfaction
Telephone access
Time practitioner spends with patient
Least positive responses
In the following areas, the practice scored the least positive responses:
Seeing doctor of choice
Telephone access
Parking (patients written comments)
As indicated in the key findings the group discussed why we may be falling below the national
benchmark areas with the conclusions below:
Q5.
Seeing practitioner of choice – Only 1 partner works full time the rest of the
partners/salaried GP all work on a part-time basis so less flexible appointments to offer with them
Q6.
Telephone access – Patients may not be aware that this service is available to them and
not just for a GP but with other healthcare professionals within the practice. More information
needs to be available about this.
What are the main priorities identified by the PPG?
Priority
Practice Website
Improve patient
awareness of telephone
access in the practice
Streamline and improve
the information that is
available to patients in
the waiting room
What are we going to do
Work with the patient group to
continue to develop the practice
website providing good
information in a format that is
patient friendly
Look at all information currently
available to patients regarding
telephone access at the surgery
and ensure this is up to date and
readily available to patients.
Liaise with district nurse and
community matrons to ensure
housebound patients and their
carers/relatives are aware of this
service
Review all of the information that
is currently provided in the
waiting room removing anything
that is out of date.
Provide topical subject areas such
as travel advice, health promotion,
accessing out of hours services.
Allocate a specified team member
to be responsible for maintaining
this.
When are we going to do it
On going for 2013/14 and review
progress March 2014
By end of June 2013
By end of June 2013
I hope you have found the contents of the patient report useful. If you have any comments or
suggestions on it please contact me on 0191 2381771 or christine.davidson2@nhs.net. I would
like to take this opportunity to thank the members of West Farm Surgery Patient Participation
Group for their continued support and look forward to working with them over the next 12
months.
Christine Davidson
Assistant Practice Manager
West Farm Surgery