HARLESTON MEDICAL PRACTICE
PATIENT PARTICIPATION GROUP REPORT 2012-2013
The Harleston Medical Practice has had a PPG since July 2007; it was originally started with patients
suggested by GPs, respondents from advertisements placed in local magazines, posters in the
surgery, newsletter, the website and word of mouth. The local town council and schools were
approached regarding the engagement of younger patients.
As our population is predominantly elderly we have a high population of elderly participants,
however as the PPG has progressed and our virtual group was launched we have attracted younger
members.
Our group consists of ten regular members who attend meeting and nine virtual members. We meet
approximately every six weeks and the virtual group receive all minutes and paperwork for the
meetings.
PRACTICE PROFILE
There are 8604 patients on our practice list
Practice Population by 5 year age band : Source 'Exeter Registration System' (Oct 2010)
900
800
700
600
500
400
300
200
100
Age Bands
Practice
PCT Avg
105-109
100-104
95-99
90-94
85-89
80-84
75-79
70-74
65-69
60-64
55-59
50-54
45-49
40-44
35-39
30-34
25-29
20-24
15-19
10-14
5-9
0-4
0
Weighted IMD (Index of Multiple Deprivation) Score 2007 - Practice at Ward level
: Source www.communities.gov.uk
45.00
40.00
35.00
30.00
25.00
20.00
15.00
This practice, 11.57
10.00
5.00
0.00
Practice
This practice
Lowest (Least deprived)
Highest (Most deprived)
Average
Profile of PPG and VPPG members
Our group has 11 members, 5 male and 6 female whilst our virtual group has 9 members 3 male and
6 female the age range for the members in both groups is from 21 to 60+. When forming the group
in 2007 we approached the local school and town council to try to encourage younger members, at
one point our group met in the local youth group mobile however we have unfortunately been
unable to gain the support of a representative proportion of the young patients in the town.
Amongst our group we have:
Carers
Chronic disease patients
Patients from outlying villages
Retired patients
Patients with links to local groups
It can be seen that the Group distribution is fairly consistent with the Practice Population with
slightly fewer younger patients, more middle aged and 75+ patients than would be expected.
The practice does not serve a large number of nursing home patients or a significant number of
patients with learning disabilities however we do believe that we have a very good cross section of
different interests and responsibilities that represent our practice population. To keep the group a
manageable size we can never be truly representative of all patients.
The combination of a face to face group and the virtual group ensures that we have representation
from the key sections of our community.
Issues for patient survey
Looking back over the minutes from previous meetings and taking various issues into account such
as: new clinical staff, broadening the skills of the team; many new houses in the town (and planning
for many more); it is four years since our telephone system was changed and the surgeries merged it
was decided to gather patient views on:




Access to appointments with Doctors or Nurses
Obtaining a repeat prescription
Obtaining test results
Satisfaction levels with staff and the surgery
It was decided to increase the survey length with an increase in specific questions; general
consensus was that we were more likely to receive a better indication of any issues or areas that are
working well within the surgery. A large area for comments was left at the end of the questionnaire.
Patient Survey
We sent out 100 surveys/1000 population (900), questionnaires were posted with chronic disease
invitation letters; put in with dispensary medication bags; given to the PPG members to pass around;
placed in the local tourist/information office; an invitation put in the newsletter and local magazines
to collect a questionnaire; notices and plenty of questionnaires in both reception areas and
dispensary area and advertised on the website. The survey ran from November to Mid March.
The results were collected over the reception area and by post. All results were entered onto a
spreadsheet for easy manipulation. We received 238 returned questionnaires (2.45% of our
population).
Once the results were analysed a copy was sent to each PPG and VPPG member, and to each GP for
comment.
Results
Are you seeing?
Speed the telephone was
answered
Doctor
Haven't tried
2%
Nurse
Practitioner
22%
Practice Nurse
7%
56%
8%
HCA/Phleb
7%
4%
10% 10%
Fair
11%
30%
33%
Did not
specify
Poor
Good
Very Good
Excellent
Did not
answer
Speed the telephone call
was transferred
Length of time you had to
wait for an appointment
Haven't tried
Haven't tried
1%
2%
Poor
16%
4%
Poor
12%
Fair
40%
14%
Good
29%
17%
Good
Very Good
20%
19%
18%
Fair
Very Good
Excellent
Excellent
Did not
answer
Did not
answer
Convenience of day and
time of your appointment
Seeing the doctor of your
choice
6%
2%
1%
1%
Haven't tried
Haven't tried
Poor
9%
19%
Poor
6% 12%
Fair
Good
22%
34%
Fair
14%
14%
17%
15%
12%
Very Good
24%
Excellent
Good
Very Good
Excellent
Did not
answer
Did not
answer
Length of time waiting to
check-in at reception
Length of time waiting to
see clinician
4% 1%
1%
Poor
8%
28%
Haven't tried
Haven't tried
2%
7%
Fair
24%
Good
9%
8%
Excellent
Did not
answer
Fair
23%
22%
Very Good
34%
Poor
Good
Very Good
29%
Excellent
Did not
answer
Opportunity to speak to a
clinician on the telephone
Opportunity of obtaining a
home visit when necessary
Haven't tried
5%
6%
Poor
6%
6%
Fair
11%
44%
Good
15%
8%
Poor
8%
Fair
Good
8%
3%
Very Good
11%
Haven't tried
66%
3%
Excellent
Excellent
Did not
answer
Did not
answer
Level of satisfaction with
the Out of Hours service
Haven't tried
Poor
4%
12%
Fair
3%
Good
9%
55%
7%
10%
Very Good
Excellent
Did not
answer
Obtaining a repeat
prescription
Town Patient
30%
Very Good
30%
Dispensing
Patient
40%
Did not
specify
Prescription ready on time
Haven't tried
4%
5% 5%
Prescription correctly issued
2%
Poor
Haven't tried
3%
5%
4%
Poor
7%
Fair
31%
22%
Good
Fair
19%
32%
Very Good
Excellent
Excellent
Did not
answer
Did not
answer
Handling of any queries
17%
2%
6%
29%
Very Good
30%
31%
8%
Good
Were you told when to
contact us for results?
Haven't tried
Haven't tried
Poor
Poor
12%
Fair
Good
Fair
24%
13%
Good
5%
16%
Very Good
22%
20%
Very Good
9%
17%
Excellent
Excellent
Did not
answer
Results available when you
contacted us
12%
12%
Level of satisfaction with
the information provided
Haven't tried
Haven't tried
Poor
Poor
Fair
25%
Did not
answer
11%
9%
Good
4%
21%
8%
18%
Very Good
Excellent
Did not
answer
Fair
21%
5%
21%
11%
22%
Good
Very Good
Excellent
Did not
answer
Level of satisfaction with the
manner in which the result was
given
Haven't tried
The information provided
by the Reception staff
Haven't tried
5% 4% 3%
Poor
9%
Fair
22%
13%
5%
27%
Good
30%
Very Good
23%
Excellent
20%
Fair
8%
Very Good
10%
21%
Good
Poor
Excellent
Did not
answer
The helpfulness of the
Reception staff
The information provided
by other staff
Haven't tried
3%
5% 1%
Did not
answer
Haven't tried
Poor
9%
Poor
9%
Fair
30%
Good
27%
19%
20%
Very Good
25%
5%
22%
19%
26%
Good
Very Good
Did not
answer
Did not
answer
Poor
1%
4%
Excellent
Haven't tried
17%
Fair
Excellent
The helpfulness of other
staff
10%
25%
22%
1%
My overall satisfaction with
the Harleston Medical
Practice Haven't tried
3% 0%
Fair
Good
Poor
9%
23%
Fair
17%
Very Good
Excellent
Did not
answer
28%
20%
Good
Very Good
Excellent
Did not
answer
The results were presented at the PPG Meeting on 13th March 2013 and have also been published on
the practice website.
Patient Comments
Compliments (selection below)
About doctors
About staff
About the surgery or general treatment












4
7
5
“I was surprised to see the evening for working people appointments re-instated. I find this
very useful and think I might find the same again if I need a Dr. Was disappointed when not
available in the interim. I like the touch screen check in and the text appointment reminders.
Not sure yet about the new prescription online service not tried yet, old one works for me.”
Female 56
“Electronic check in is a good idea. The reception staff are friendlier than they have been in
the past (by friendly I mean welcoming).” Female 60
“Have only really had to use the doctors in the last eight months and very pleased with the
care and attention from doctor’s, nurse and reception staff especially INR nurses – very kind
and helpful. Have been very happy with service I have received. From reception to nurses,
doctors and dispensary.” Female 44
“I have always found the staff polite, helpful and efficient.” Male 81
“I have seen 2 blood test nurses who have both been friendly, pleasant and helpful.” Female
60
“Big improvement of late when waiting to see a doctor, but will need to recruit more staff as
more houses are built. Thank you.” Male 80
“The nurses all seem efficient and very pleasant. The surgery is warm and quite welcoming.”
Female 82
“Generally very happy with the way the practice is run, the staff are helpful, waiting times in
the surgery are reduced and you keep up to date with modern technology.” Male 65
“Always happy with all round help and assistance. Very caring and supportive.” Male 78
“Making appointments has got much better.” Female 72
“Very happy with how soon I obtained an appointment.” Male 19
“I always find the reception staff very helpful when I attend.” Female 86
Complaints (selection below)
About appointments
About the staff
About the surgery or general treatment
About the 5 minute late rule
About dispensary



8
4
3
2
1
“I find that most of the doctors are very good, but the reception staff can be rude and
unhelpful at times. You can be made to feel as though you are putting reception staff out
whenever you ask or need something. A friendly face and manner is what you need when
you feel poorly.” Female 38
“Appointments are not easy for patients who are carers.” Female 50
“Cannot get appointments ahead by one month when told by GP to return in one month.”
Male 81





“We are advised that we should not be later than 5 minutes for our appointments yet we
usually have to wait up to half an hour or more to see the doctor, I realise that each patient
may need a different amount of time but this does seem unfair.” Female 54
“I was not happy as I had to wait 25 minutes past my appointment time.” Female 63
“Personally I have not experienced the problems as I have very seldom needed to see a
doctor during the 6 years that I have been registered, but almost every one of my
acquaintances in Harleston who is registered with the practice has complained of difficulties
in obtaining appointments (other than emergency appointments).” Male 59
“Some reception staff could be more helpful.” Female 75
“When collecting prescriptions the staff seem to have difficulty in finding the prescription.
Also why can’t there be someone available at all times in the dispensary instead of closing
for 1 hour, this would go towards easing the queue.” Male 69
Action Plan
The action plan is attached, the PPG has agreed we will meet again as planed every 6/8 weeks and
items will be reviewed as per the plan but also on an ad hoc basis. The items for the next survey will
be as this year with the introduction of any pertinent questions.
All of the points raised in this action plan will be complete and reviewed by November.
Patient Access:

Wednesday 8.30 – 6.00 pm

Monday, Tuesday, Thursday and Friday 8.30 -6.30

Saturday and Sunday - closed

Out of Hours call 01379853217/852213 NHS 111
GPs:


Dr Paul Cronin – (Monday, Tuesday, Wednesday and Friday)
Dr Garfield Morrison – (Monday, Wednesday, Thursday and Friday)

Dr Sanjay Singh – (Monday, Tuesday, Thursday and Friday

Dr Julia Ford – (Monday, Tuesday, Thursday and Friday)
Nurse Practitioners:

Juliet Lloyd – (Monday, Tuesday, Thursday and Friday)

Sarah Portway – (Monday, Tuesday, Wednesday, Thursday and Friday)
Appointments:

You are able to see any GP not just your registered GP for a routine appointment.

All routine GP appointments are based at the Bullock Fair Surgery, Bullock Fair Close.

Nurses are mainly based at Paddock Road, one nurse is based at Bullock Fair Surgery daily

Midwives, physiotherapists, dieticians, podiatrists and all other attached staff are based at
Paddock Road Surgery, Paddock Road.

GP appointments are 10 minutes long, if you are more than five minutes late you will be
asked to rebook your appointment.

If you no longer require your appointment please phone either 01379 853217 or 01379
852213 or visit the website www.harlestonsurgery.co.uk/ to cancel it.
Booking Appointments:

To make an appointment please call either 01379 853217 or 01379 852213

To speak to a doctor 01379 853217

To obtain test results either 01379 853217 or 01379 852213 after 11.30

To request a home visit 01379 853217 before 10am

To contact the nurses, midwife, physiotherapist, dietician or podiatrist 01379 852213

Call in to the reception at either site
Prescriptions:

The dispensary is extremely busy please allow at least 2 working days (3 if you have
medication that needs reauthorised with a GP) prior to collection.

Town patients – we can send your prescription directly to the town chemist for you to
collect please mark ‘chemist’ on your prescription.

You can request a repeat prescription online at http://www.harlestonsurgery.co.uk/
General:

We have a regular newsletter please register online and it will be automatically emailed to
you. Alternatively please collect a copy from either surgery it has many useful articles (back
copies are available from the surgery)

The practice information leaflet is also available from either surgery.

If there is any other useful information you feel the patients should know please contact
Frances Taylor on 01379 853217
We update our website regularly please visit www.harlestonsurgery.co.uk
Action Plan
Area of Concern
1. Lack of book in advance
appointments. Complaints that
patients have to wait two weeks to
see the GP of their choice
2. Length of time waiting for an
appointment
3. Staff rudeness
4. Satisfaction levels with practice
Method
Owner
Extend booking to four weeks in advance
and look to introduce routine appointments
on a GP on-call day
PC/GM/SS/FT March 2013
November
2013
Introduction of another Nurse Practitioner
with clear advertising of all the problems
they can deal with to provide more routine
appointments available to patients.
Full staff review and re-training to be
undertaken where necessary
PC/GM/SS/FT April 2013
November
2013
PC/GM/SS/FT July 2013
November
2013
Increase available book in advance
appointments – point 1 will improve this
Increase appointments – point 2 will
improve this
General satisfaction levels – all of the above
should improve this
All
November
2013
PC – Dr Paul Cronin GM – Dr Garfield Morrison SS – Dr Sanjay Singh FT – Frances Taylor
Completion
date
July 2013
Review
date
Completed