2012 Local Patient Participation Report from
The Marshside Surgery Patient Reference Group
Contents
Page number
1.
2.
3.
4.
1
2
2
3
About the Patient Reference Group
Wider practice survey
Survey results and action plan overview
Summary
Appendix 1 – Action Plan
Appendix 2 – Survey results
Appendix 3 – Practice opening times
1.
4
6
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About the Patient Reference Group (PRG)
The Marshside Surgery invited patients to form a patient reference group in
Autumn 2011. The aim was to involve patients more closely and so improve
the way patients’ needs are looked after.
Patients were invited to join the group through face to face invitation by the
practice, letters and by placing an invitation leaflet in the surgery for any
interested patients. The leaflet explained fully what a PPG would do, what
becoming a member would involve and how to join.
The current PRG has 6 members. They range
years old. Unfortunately at the moment we
representative patient group. The group at
gender, parent/guardians, young people
commitments.
in age from 18 years old to 53
feel that we do not have a
present is representative of
and people with working
The practice and the PRG realise that the group is not wholly representative
of the practice population. To try and make it as representative as possible
the practice firstly compared the characteristics of members to that of the
wider practice list. The practice has a high population of elderly patients, but
an extremely low population of patients with different ethnic backgrounds.
Seeing that there were gaps in the representation of elderly patients, patients
with disabilities, ethnic minorities and carers the practice made special efforts
to engage with people in these groups by personal face to face invitations.
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2.
Wider practice survey
A key objective of the PRG is to understand and improve the way the practice
cares for its patients. To assist this, the practice and the group carried out a
survey of a sample of the practice population during February/March 2012.
The questions asked were based on the patient groups response to issues
raised when first speaking to the practice. The initial response of the patient
group was that they felt that they did not know enough information about the
practice to discuss and identify issues. It was felt that this could be a wider
problem for the patients in the practice and that the survey would engage with
patients to find out what information they know about the practice, if the
practice needed to communicate better with its patients and to find out if
patients felt the patient reference group would benefit the practice also
encouraging patients to join.
The practice staff and patient group together prioritised the following
questions, because they felt that the information in the questions would be of
upmost importance for patients, also benefiting the practices day to day
engagement with patients. Questions regarding appointments, late evening
surgeries, blood tests, minor illnesses, booking patient transport,
prescriptions, out of hours and emergency care and communication to
patients were all the areas highlighted for target questions.
The survey was carried out over 4 weeks and questions were made available
in practice, posted to target groups (ethnic groups, care homes etc) and a
selection of random patients from the practice list. This method was chosen to
try and obtain a view from the majority of patients whilst also getting a
representative view from all of the practice population.
3.
Survey results and action plan overview
The survey results showed that whilst 81% of patients knew that they could
pre-book up to four weeks in advance with a doctor only 45% of patients knew
that they could pre-book up to eight weeks in advance with the practice nurse.
69% of our patients knew about the surgery having late evening appointments
on a Thursday evening and only 59% said that they knew that the surgery
only booked appointments for blood tests for those patients who need chronic
disease blood monitoring and urgent bloods, routine bloods are sent to the
community clinics in Churchtown, Southport, Ainsdale and Formby. Other low
results that came out of the survey were the number of patients who knew
how to book patient transport if medically required this was only 26% of the
patients asked. 66% of patients knew how to order repeat prescription if they
were unable to get in to the surgery. 70% of patients knew how to access out
of hours treatment with 72% knowing how to access NHS advice other than
their GP surgery.
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93% of our patients said they were satisfied with the information received from
our receptionists. Overall satisfaction with the surgery from patients was a
positive with 38% of our patients rating us as excellent, 40% as Very Good
and 16% as Good.
There were no major variations in any of the results when considering gender
and age, the over 65 population scored the lowest percent on some of the
questions asked, more ways of getting information across to this group of
patients will be introduced. Also the 16-45 age group scored low on questions
such as booking patient transport and blood monitoring and it was discussed
that these are services that this group of patients will access the least, therfor
explaining why there is a low percentage in the results. There were also no
major variations in ethnicity, disability or caring responsibility. The practice
looked at its ethic population and from the ethnicity information recorded from
patients at present the practice only has a 3% ethnic population. The practice
also has a carer’s register which at present is less than 1% of the practice
population. If patients are carers there is information in the practice on help for
carers and patients are asked to let the practice know if they are a carer. This
information will also be added on to the practice website.
A complete summary of the results is provided at appendix 1.
The PRG and practice staff discussed these results by email. Based on this,
the group and the practice have agreed that, by December 2012 the following
improvements will be made:
The launch of the practice website in March 2012. This will allow all practice
information to be available on the website in different size and text formats.
We plan to update all the information that the survey identified as patients
having little or some knowledge of on to the practice website. The website will
be kept current, up to date and be maintained regularly by the practice.
The full action plan is provided at appendix 2.
4.
Summary
The development of a Patient Reference Group and carrying out a patient
survey has helped The Marshside Surgery identify some key areas for action.
The surgery has identified that patients do not know all the services that are
available to them and the practice will constantly improve ways in which they
communicate to all groups of patients. The practice and group will continue to
work together to understand patients’ views about their practice, and how they
can identify where improvements can be made.
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Appendix 1 – Action plan
Issue identified
Action to be taken
(or reason why this cannot be addressed
in the near future)
Success criteria –
how will we know our
action has led to
improvement
The practice survey results
showed that the majority of
patients had good knowledge of
practice services however there
were many patients who did not
know about advance booking of
appointments, booking of blood
tests, how to book patient
transport etc.
Launch of the practice website with all information
that is accessible in the surgery available on-line.
Information that the patients did not have
knowledge of to be uploaded on the website and
information kept up to date. Practice leaflets,
questionnaires etc also to be uploaded onto
website for patients to download who cannot
access the surgery.
Patient questionnaire to go
out asking the same criteria
in 12 months time. Again
selecting patients at
random and targeting
patients who fall into the
diversity monitoring groups
also available on the
practice website for
download.
Issues raised from further
comments:
Call handling for same day
appointments.
We continue to look at ways of improving
telephone access for urgent same day
appointments. In common with many other
practices, difficulty getting through on the
telephone in the mornings is a problem which
comes up repeatedly. To enable the receptionist
to concentrate on answering the telephone during
these busy periods and to ensure equal access,
patients are not able to make appointments in
person at the desk between 8.10am and 9.30am.
We will be looking at ways to improve the current
system with the PPG form April 2012 to March
2013.
The PPG will discuss and
investigate the current call
handling system in the next
financial year. They will
investigate in line with the
procedures they used to
investigate and improve
information on practice
services.
Timetable
When will we
When will we
implement
measure
progress
April 2012
December
2012
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Evening blood tests.
Blood samples are collected at 12.30pm/1pm
every day from the surgery by transport arranged
by the PCT and taken to the pathology labatory.
The practice can not store blood samples or any
other samples at the practice overnight they must
be sent to the pathology labatory on the day of
collection.
Surgery building too big and
patients having further to travel.
There are two practice surgeries within the same
building that share all communal space. The
practice does only take patients on within the
practice boundary area. Patients are asked if they
move address outside the practice boundary to
register with a GP surgery within their new area.
Current appointment system.
We monitor and look at ways to improve the
current appointment system at regular intervals.
Most GP surgeries currently book the majority of
appointments using the on the day booking
system. To try and enable fairness to all our
patients and ease the congestion in the morning
we book 50% of the appointments on the day for
more acute, urgent appointments leaving 50% of
the appointments for patients to pre book in
advance for more routine requirements. We
welcome any comments or suggestions from
patients on ways in which the current system can
be improved upon.
Appendix 2 - survey results
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Question 1 – Do you know you can book routine appointments up to four weeks in advance with a doctor leaving appointments available on the
day for more urgent cases?
 94 people responded to this question, out of 94 survey forms returned
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76 people (81%) answering the question said Yes
18 people (19 %) answering the question said No
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 2 – Do you know you can book appointments up to eight weeks in advance with in advance with the practice nurse?
 94 people responded to this question, out of 94 survey forms returned


42 people (45%) answering the question said Yes
52 people (55 %) answering the question said No

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People aged 65+ were most likely to say they knew they could pre-book in advance- 48% answered Yes.
People aged between 25-45 were least likely to say they knew they could pre-book in advance - 35% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 3 – Do you know that the practice offers late evening appointments for working people on a Thursday evening with a doctor or practice
nurse?
 94 people responded to this question, out of 94 survey forms returned


65 people (69%) answering the question said Yes
29 people (31 %) answering the question said No


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People aged between16-25 were most likely to say they knew the practice offered late evening appointments - 79% answered Yes.
People aged 25-45 were least likely to say they knew the practice offered late evening appointments - 65% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 4 – Do you know that the practice only does chronic disease blood monitoring and all other routine blood tests are done at clinics in
Churchtown, Southport, Ainsdale and Formby well being centres?
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
94 people responded to this question, out of 94 survey forms returned


55 people (59%) answering the question said Yes
39 people (41 %) answering the question said No

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People aged 65+ were most likely to say they knew the practice only does chronic disease blood monitoring - 69% answered Yes.
People aged 16-25 were least likely to say they knew the practice only does chronic disease blood monitoring - 43% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 5 – Did you know that you can treat minor illnesses such as a head cold, cough etc without seeing a doctor? Via care at the chemist (free
medication and advice).
 94 people responded to this question, out of 94 survey forms returned


76 people (81%) answering the question said Yes
18 people (19 %) answering the question said No


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People aged between45-65 were most likely to say they knew about care at the chemist - 87% answered Yes.
People aged 25-45 were least likely to say they knew about care at the chemist- 75% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 6 – Do you know how to book patient transport if medically required?
 94 people responded to this question, out of 94 survey forms returned


24 people (26%) answering the question said Yes
70 people (74 %) answering the question said No

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People aged between 45-65 were most likely to say they knew how to book patient transport - 32% answered Yes.
People aged 25-45 were least likely to say they knew how to book patient transport - 20% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 7 – Do you know how to order a repeat prescription if for any reason you could not get into the surgery?
 94 people responded to this question, out of 94 survey forms returned
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62 people (66%) answering the question said Yes
32 people (34 %) answering the question said No
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People aged between16-65 were most likely to say they knew how to order a prescription if unable to get in to the surgery - 71% answered Yes.
People aged 65+were least likely to say they knew how to order a prescription if unable to get in to the surgery - 55% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 8 – Do you know how to access out of hours treatment?
 94 people responded to this question, out of 94 survey forms returned

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66 people (70%) answering the question said Yes
28 people (30 %) answering the question said No
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People aged between16-25 were most likely to say they knew how to access out of hours treatment - 86% answered Yes.
People aged 65+ were least likely to say they knew how to access out of hours treatment - 57% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 9 – Do you know where you can access NHS advice other than your GP surgery?
 94 people responded to this question, out of 94 survey forms returned
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68 people (72%) answering the question said Yes
26 people (28 %) answering the question said No
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People aged between45-65 were most likely to say they knew how to access NHS advice other than their GP surgery - 87% answered Yes.
People aged 65+ were least likely to say they knew how to access NHS advice other that their GP surgery - 41% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question 10 – Are you satisfied with the information provided by the reception staff?
 94 people responded to this question, out of 94 survey forms returned
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87 people (93%) answering the question said Yes
7 people (7 %) answering the question said No
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People aged between16-25 were most likely to say they were satisfied with the information provided by the reception staff- 100% answered Yes.
People aged 25-45 were least likely to say they were satisfied with the information provided by the reception staff - 85% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Question11 – Would you like to see more information regarding practice services provided in different formats for example practice website,
newsletters, leaflets, posters?
 94 people responded to this question, out of 94 survey forms returned


52 people (55%) answering the question said Yes
42 people (45 %) answering the question said No

People aged between 25-45 were most likely to say they would like to see more information regarding practice services in different formats - 65%
answered Yes.
People aged 45-65 were least likely to say they would like to see more information regarding practice services in different formats - 48% answered
Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
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Question12 – Do you think a patient participation group would benefit the practice and its patients? Is this something you may be interested in?
 94 people responded to this question, out of 94 survey forms returned

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23 people (24%) answering the question said Yes
71 people (76 %) answering the question said No
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People aged 65+ were most likely to say they think a PPG would benefit the practice - 31% answered Yes.
People aged 16-25 were least likely to say they think a PPG would benefit the practice - 14% answered Yes.
There was no major variation in the results when considered by gender, ethnic group, disability or caring responsibility.
Finally Overall satisfaction with the Practice
 94 people responded to this question, out of 94 survey forms returned
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
1% of patients found they had No Experience

0% of patients found the practice to be Poor

8% of patients found the practice to be Fair

16% of patients found the practice to be Good

40% of patients found the practice to be Very Good

38 % of patients found the practice to be Excellent
A)
Also include a breakdown of respondents by demographic group where this has information has been collected- e.g.
Diversity monitoring
94 survey forms were returned. Of these 94 people had completed or partially completed monitoring questions –
Gender
 57 completing the monitoring question were female, 37 were male
Age
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14 respondents were 16-25 years old
20 were 26-45
31 were 46-65
29 were 65+
Ethnic group
 91 patients were white British
 2 patients were black or Black British Caribbean
 1 declined to give ethnicity
Disability
 7 patients had disabilities
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Caring responsibility
 5 patients were carers
These returns suggest that the respondents were broadly in line with the practice list in terms of population and demographics.
Appendix 3 – practice opening hours
The Marshside Surgery premises is open 8am until 6pm (available until 6.30pm). During opening hours, patients are able to access
services in the following ways –
Appointment booking
Telephone – 01704 505555 lines open to book appointments from 8.10am every day, alternatively you can book routine advance
appointments with a Doctor or practice nurse anytime with a receptionist. The practice has a late evening surgery with a doctor or
practice nurse on Thursday evenings every week until 7.30pm.
Repeat prescriptions
Please request repeat prescriptions in writing giving 48 hours notice.
Other services
Please view all our services on the practice website http://www.marshsidesurgery.nhs.uk/ alternatively a practice leaflet is available
at reception.
Out of hours
Out of hours, patients can contact the Out of Hours service by ringing the practice telephone number 01704 505555. You will hear
a recorded message that will direct you to the out of hours GP service. Alternatively you can call NHS Direct for advice on 0845 46
47or visit www.nhsdirect.nhs.uk.
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