West Farm Surgery Patient Participation Group Report 2011 – 2012 Practice Profile The practice has a current list size of 5571 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 8.20 am – 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 our group members Our group has 11 members, 6 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 4 65+ 2 There were younger patients who expressed an interest in joining the group but unfortunately did not attend meetings or respond to further contact. This is disappointing, as we are aware that the younger practice population is under-represented. We are also aware that we need to encourage representation from a wider cross-section of our practice population and will consider having contact with patients via telephone or email in the future to help achieve this. We will continue to advertise in the surgery, through our website and in our practice leaflet. Members have different interests and opinions that have already resulted in valuable discussions about our practice. The group members have remained pro-active throughout the year and remain keen to offer their support to us. The practice would like to take this opportunity to thank our Patient Group for all their help and enthusiasm this year. If you feel joining our group may be of interest to you please contact Christine.Davidson2@nhs.net or telephone 0191 2381771 for more information Steps to recruit patients In May 2011 Dr Joanne Lee (JL) and Christine Davidson (CD), Assistant Practice Manager held a planning meeting to discuss the development of a Patient Participation Group at the practice. This was then discussed with the wider practice team at a clinical meeting. The outcome of this meeting was: Poster Campaign in the surgery encouraging patients to join the group Reference in the practice newsletter Reference on the practice website Contact details form created for all clinical staff to hand out to interested patients Community staff to discuss with housebound patients Random search of specific age/ethnic/disease groups to be created and individual letters sent to patients to invite them to join the group Group Progress The West Farm Surgery Patient Participation Group was initiated by the Practice in June 2011 and the first meeting was held on 19.07.2011. At the first meeting it was explained to patient members that the purpose of a Patient Participation Group is to engage patient representatives in the process of improving the services provided by a practice, and that they had been selected as a representative cross section of practice users. Meetings took place 19th July 2011, 15th November 2011 and 7th February 2012. Items progressed have been as follows: The Staff Photo board has been updated. There are separate photo boards for Foundation Year 2 (F2) doctors and medical students working at practice, briefly explaining roles The information on the LED Display has been improved, and now includes the number of DNAs (did not attends). The Practice Information Leaflet has been reviewed and updated by one of our group members Telephone appointment arrangements have been further promoted Group members worked with one of our reception staff to create a winter newsletter. The content and layout was approved by the group and made available to patients in the waiting are. Copies were also sent to nursing/residential homes and given to our community staff to distribute to housebound patients Our main focus however was on the results of the patient survey. Details of this are listed below. Patient Survey The practice is required to undertake a local practice survey at least once a year and this was discussed with the PPG members at our first meeting. Each member was given a copy of the Improving Practice Questionnaire – a nationally recognised survey tool to review the questions and decide if they felt the survey was appropriate to use and if there were any additional questions required. The group agreed that the Improving Practice Questionnaire was appropriate to use with the following additional questions to be added as per the PPG: 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 survey was carried out during September 2011. Group members attended the surgery to hand out questionnaires and assist patients in completing the questionnaires. There were 195 completed questionnaires. The completed questionnaires were sent to CFEP UK surveys for analysis and the results of this are published on the website. Results and Action plan The PPG group met on 15th November to discuss the survey results and form an action plan. Key aspects were as follows: High achievement in most areas compared with national benchmark standards Three weakest areas all to do with appointments, although a high level of satisfaction regarding early/late ones high level of dissatisfaction re parking high level of 'not applicable' re website (i.e. few use it) Attached below are the action plans were put in to place and actions are now underway. Progress will be monitored and the PPG will be updated at the next meeting in April 2012. WEST FARM SURGERY PATIENT SURVEY 2011 2012 ACTION PLAN Area to be addressed Parking How By who Increase patient awareness of parking arrangements when attending the practice CD By Reviewed when Immedia 7th Feb 2012 te All posters updated and repositioned Completed Practice leaflet updated to include information on purchasing parking permits Information added to LED display board Area to be addressed Practice Website Write to North Tyneside council regarding improved parking arrangements with a view to have parking restrictions reviewed GF (PRG Dec Member) 2012 How By Who By When Reviewed Replace existing website CD JL SC Practice Manager April 2013 March 2012 JL and SC have met with North of Tyne Primary Care Trust and new website will be developed. The home page is now available and meeting will be held in April 2012 to develop website content Increase patient knowledge of website CD Immediate Website details to be added to LED board Practice leaflet Newsletter 7th Feb 2012 Letter sent Jan 2012, no reply to date. GF to follow up and report back Apr 2012 Completed Feb 2012 Area to be addressed Appointment availability with GP of choice. How By Who The practice to Recept undertake an audit staff of its current CD appointment SC availability and discuss findings with PPG. By When Reviewed March 2012 At PPG meeting April 2012 Results to be discussed with GPs and Practice Manager and appointment system to be reviewed in line with audit findings and PPG discussion May 2012 JL CD Completed