The Heath
and
South Park Surgeries
PATIENT PARTICIPATION GROUP
ANNUAL REPORT
March 2015
INTRODUCTION
The Heath and South Park Surgeries formed a Patient Participation Group (PPG) as part of a
Government led initiative. There are two parts to the PPG, a group that meets face-to-face on a
quarterly basis, and a virtual group (PRG). The PPG is now well established and it aims to support
better communication between the practice and its patients.
This report outlines the work that has already been done to assemble the PPG and the results of
various methods of patient feedback.
It is intended for this report to be made available to be read by all patients and PPG members. The
report will be emailed out to all members who have consented to an email address being used. To
help achieve this, a copy of the report will be will be published on the practice website and a copy
placed on the notice boards at both surgeries. In addition, a copy will be forwarded to HealthWatch
and Lincolnshire West CCG (Clinical Commissioning Group). The report will be made available to
the CQC at the time of inspection (or any other agreed time).
The practice is a registered member of NAPP (National Association of Patient Participation).
BACKGROUND AND FORMATION OF THE PPG
In order to get a balanced view of patient opinions and suggestions, it is important to try to ensure the
PPG is representative of the practice population. The practice initially wrote to 1800 patients inviting
them to become members. The practice has written to a further 2000 patients.
The practice continues to proactively advertise the patient group within the two surgery sites, inviting
patients to become members. Posters and applications forms are made available in the waiting
areas at both sites for patients to complete and when patients register at the surgery. Information is
available on the practice website with application forms for patients to download. In addition, the
practice periodically promotes the PPG in the quarterly practice newsletter, which is published in a
local magazine.
PPG/PRG Members
Cohort
Gender
Age
Ethnicity
Carer
Population/registered numbers
Male
Female
Age Group 0 -16
Age Group 17 - 24
Age Group 25 - 34
Age Group 35 - 44
Age Group 45 - 54
Age Group 55 - 64
Age Group 65 - 74
Age Group 75+
White British
White Irish
Other White Background
Caribbean
Asian/Other Asian
Bangladeshi/British Bangladeshi
Chinese
Indian/British Indian
African
Ethnicity not recorded/stated
Carer
172
75
97
0
0
8
9
14
26
61
54
80
2
2
1
2
1
2
0
0
82
7
Practice Population
6226
3114
3112
1219
558
914
866
992
650
498
529
2654
22
75
2
15
5
23
11
13
3406
37
The PPG Committee has a total of 10 members who meet face-to-face on quarterly basis.
The practice acknowledges that it is under-represented in the younger age groups and has been
proactive in advertising within the surgery, on the practice website, and in the practice newsletter
(published in the local magazine), to encourage any registered patient with an interest in the surgery
to join either the PPG or the PRG. In addition, information has been made available at the point of
registration at the practice.
The practice has engaged with the CCG and invited representatives to a meeting. The PPG Chair is
proactive in attending CCG events and feeding back to the meetings.
PRIORITY ISSUES
The PPG is now well established as a group and the practice consulted with the members to obtain
their views about what they considered were the priority issues within the practice. The PPG and
Practice have established links with the CCG and representatives have attended a meeting.
The Practice and PPG committee established the priorities for the year’s action plan for the
forthcoming year.
The practice and PPG decided to use the National GP survey this year, as the questions are similar
to the questionnaire we have previously sent out. In addition, the practice pro-actively gathered
patient feedback through the Comments and Suggestions box at both surgeries and the Friends and
Family Test (FFT). These services are advertised in the waiting area at both sites, on the practice
website and in the quarterly practice newsletter, which is available on the website, for collection from
the surgery and published in the local magazine. The surgery has been proactive in responding to
any complaints received at the surgery and feedback from HealthWatch.
PPG MEETINGS
The PPG met on the following dates throughout the year:19 March 2014
24 June 2014
23 September 2014
10 December 2014
11 February 2015
The following members of the practice team endeavour to attend the meetings:Dr Zubair Qureshi
Denise Bluck
Yvonne Wright
–
-
Senior Partner
Practice Manager
Administrator
Progress has been monitored throughout the year towards achieving the agreed Action Plan for
2014-2015.
SURGERY OPENING HOURS
The Heath Surgery is open during core hours (Monday - Friday 8.00am – 6.30pm). Services are
available through these times. The surgery does not close during the lunchtime period. Patients are
able to visit the surgery in person or contact the surgery via telephone or the internet. The surgery
participates in the Extended Hours Scheme and is open on a Wednesday evening between 6.30pm –
8.15pm, where a clinician is available.
In addition, the surgery has participated in the Additional Extended Hours Scheme and has been
open from 7.00 am – 12.00 noon on most Saturday and Sunday mornings throughout January and
February 2015, to ease pressures on the Accident and Emergency Department and Out of Hours
Service.
The branch site, South Park Surgery, is open Monday - Friday between 8.30am – 12.30pm. Outside
of these hours, patients contact The Heath Surgery for any of their health requirements.
PATIENT FEEDBACK
The practice is proactive in asking for patient feedback, both positive and negative, as this is how we
can evolve and improve the service we provide. Feedback was gathered from patients from a variety
of sources:




GP Patient Survey
Comments/Suggestions received at the Practice
Complaints
Friends and Family Test results
Healthwatch
NATIONAL GP PATIENT SURVEY (Ref: https://gp-patient.co.uk/practices/C83046)
310 surveys were sent out to patients and 113 were returned to Ipsos MORI, who administer and
collate this survey across all practices nationally. Data was gathered during January – March 2014
and July – September 2014 and published on the GP Patient Survey website in January 2015.
________________________________________________________________________________________
74% of patients find it easy to
get through by phone
96% of patients find receptionists
at the surgery helpful
(97 responses received)
(100 responses received)
47%
50%
40%
30%
27%
25%
20%
10%
2%
0%
Very easy
Fairly
easy
Not very Not easy
easy
at all
60%
50%
40%
30%
20%
10%
0%
Very Fairly
helpful helpful
Not Not at Don't
very
all
know
helpful helpful
_______________________________________________________________________________________
89% of patients with a preferred GP
usually get to see or speak to that GP
87% of patients were able to get an
appointment to see or speak to
someone the last time they tried
(39 responses received)
(98 responses received)
60%
50%
40%
30%
20%
10%
0%
80%
60%
40%
20%
0%
Got an appt Got an appt Didn't get an
Can't
but had to
appt
remember
call back
closer to the
day
Always or A lot of Some of |Never or
almost the time the time almost
always
never
93% of patients said the last appt
they had was convenient
86% of patients describe the
experience of making an appt as Good
(84 responses received)
(99 responses received)
60%
50%
40%
30%
20%
10%
0%
50%
40%
30%
20%
10%
0%
Very
good
Fairlly Neither Fairly
good good nor poor
poor
Very
poor
________________________________________________________________________________________
73% of patients usually wait 15 mins
Or less after their appointment time
69% of patients feel they don’t
normally have to wait too long to be
seen
(99 responses received)
(98 responses received)
80%
70%
60%
50%
40%
30%
20%
10%
0%
70%
60%
50%
40%
30%
20%
10%
0%
Less than 5 5-15 mins
mins
Don't
More than
Can’t
usually
15 mins remember
have appts
at
particular
time
I don't
normally
have to
wait too
long
I have to I have to No opinion
wait a bit wait far too or this
too long
long
doesn’t
apply
________________________________________________________________________________________
82% of patients say the last GP
they saw or spoke to was good at
giving them enough time
84% say the last GP they saw or
spoke to was good at listening to
them
(98 responses received)
(97 responses received)
50%
50%
40%
40%
30%
30%
20%
20%
10%
10%
0%
Very
good
Fairly Neither Fairly
good good poor
nor
poor
Very
poor
0%
Very
good
Fairly Neither Fairly
good good nor poor
poor
Very
poor
_______________________________________________________________________________________
83% say the last GP they saw or
spoke to was good at explaining
tests and treatments
81% say the last GP they saw or
spoke to was good at involving them
in decisions about their care
(94 responses received)
(90 responses received)
50%
60%
40%
50%
40%
30%
30%
20%
20%
10%
10%
0%
0%
Very
good
Fairly Neither Fairly
good
good
poor
nor poor
Very
poor
Very
good
Fairly Neither Fairly
good good nor poor
poor
Very
poor
_______________________________________________________________________________________
82% say the last GP they saw or
spoke to was good at treating
them with care and concern
94% had confidence and trust in
the last GP they saw or spoke to
(97 responses received)
(93 responses received)
50%
60%
50%
40%
30%
20%
10%
0%
40%
30%
20%
10%
0%
Very
good
Fairly Neither Fairly
good
good
poor
nor poor
Very
poor
Definitely had
Had
No confidence
confidence confidence to
at all
some extent
________________________________________________________________________________________
98% say the last nurse they saw
or spoke to was good at giving
them enough time
97% say the last nurse they saw
or spoke to was good at listening to
them
(83 responses received)
(82 responses received)
80%
70%
60%
50%
40%
30%
20%
10%
0%
Very
good
Fairly Neither Fairly
good
good
poor
nor
poor
Very
poor
80%
70%
60%
50%
40%
30%
20%
10%
0%
Very
good
Fairly Neither Fairly
good good nor poor
poor
Very
poor
________________________________________________________________________________________
96% say the last nurse they saw
or spoke to was good at
explaining tests and treatments
95% say the last nurse they saw
or spoke to was good at involving
them in decisions about their care
(83 responses received)
(75 responses received)
70%
60%
50%
40%
30%
20%
10%
0%
60%
50%
40%
30%
20%
10%
0%
Very
good
Fairly Neither Fairly
good
good
poor
nor poor
Very
poor
Very
good
Fairly
good
Neither
good nor
poor
Fairly Very poor
poor
________________________________________________________________________________________
96% say the last nurse they saw
or spoke to was good at
treating them with care & concern
98% had trust in the last nurse
they saw or spoke to
(82 responses received)
(82 responses received)
70%
60%
50%
40%
30%
20%
10%
0%
100%
80%
60%
40%
20%
0%
Very
good
Fairly Neither Fairly
good
good
poor
nor poor
Very
poor
Definitely had
Had
No confidence
confidence confidence to
at all
some extent
_____________________________________________________________
77% of patients are satisfied with the surgery’s opening hours
(100 responses received)
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Very satisified
Fairly satisfied Neither satisfied Fairly dissatisfied Very dissatisfied Aren't sure when
or dissatisfied
the surgery is
open
___________________________________________________________
93% of patients describe their overall experience of the surgery as “good”
(100 responses received)
60%
50%
40%
30%
20%
10%
0%
Very good
Fairly good
Neither good nor
poor
Fairly poor
Very poor
_________________________________________________________
81% of patients would recommend the surgery to someone new to the area
(99 responses received)
60%
50%
40%
30%
20%
10%
0%
Definitely would Probably would
Aren’t sure
Probably
wouldn't
know
Don't know
The report identified the following points which the surgery is doing particularly well:
The surgery scored particularly well with 96% of patients identifying that the receptionists are
helpful (above the CCG average of 87%). This is a pleasing result and reflects the hard work
and dedication of the reception team.

The report identified that 89% of patients with a preferred GP got to see or speak to that GP.
This result is above the CCG average of 63% and reflects the efforts the surgery goes to in
trying to accommodate patient requests and continuity of care.

86% of patients describe the experience of making an appointment as “good”. This is above
the CCG average of 74%. We feel this reflects the new telephone system and ongoing good
service provided by our reception team.
The report identified the following points where the surgery is performing slightly below average:
82% of patients say the last GP they saw or spoke to was good at giving them enough time.
Whilst this is a reasonably high score, it is below the CCG average of 88.

84% of patients say the last GP they saw or spoke to was good at listening to them. The
CCG average is 89%.

82% of patients ay the last GP they saw or spoke to was good at treating them with care and
concern. The CCG average is 87%.
We discussed these results in the GP meeting and whilst the results are only slightly below average,
there is room for improvement. As a practice we feel these results could partially be due to the
tragic, unexpected loss of a valued GP Partner in April 2014 and the subsequent heavy use of locum
doctors this resulted in. Use of locum GPs can be associated with less continuity of care. It is hoped
these figures will improve over the next year now the surgery has recruited a new GP and has reestablished some much needed stability.
COMMENTS AND SUGGESTIONS
The practice has established a “Comments and Suggestions” box in the Waiting Rooms at both the
main site and branch site. We have promoted this service by advertising it in the waiting rooms and
on our website and also in the local magazine. We have received “praise” responses and
“suggestions”, which have been responded to on an individual patient basis, where contact details
have been made available.
COMPLAINTS
The practice has updated its Complaints Policy over the past year and has introduced a leaflet for
patients explaining the complaints procedure and what options are available to them. Patients are
able to collect an information pack from the Reception area at either site.
All complaints are fully investigated and responded to in a timely manner. We look at where we have
fallen short of the high service we aspire to and discuss in the GP meetings how we can improve and
learn from any shortfalls that have been identified. We always try and foster an environment of being
open, honest and transparent.
FRIENDS AND FAMILY TEST
The practice established the Friends and Family Test (FFT) in December 2014. Although this is a
new initiative, results so far are very encouraging:-
92.5% of patients are likely to recommend the surgery to Friends and Family
(40 responses received)
0.0%
2.5% 5.0%
0%
Extremely likely
25.0%
Likely
Neither likely nor unlikely
67.5%
Unlikely
Extremely Unlikely
Don't know
Comments received on the FFT survey report which we have permission to publish are as
follows:
Surgery is very helpful. No reason not to recommend

Very friendly and professional, all staff

Never had a problem with any of the staff, always really helpful and supportive

Helpful, honest

Helpful doctors and nurses

Well organised surgery, and very helpful staff

Always get excellent care and advice

Very good service

It is a very well run practice, and is very organised. It is always possible to get appointment
when needed. The medical staff are always very caring and helpful

Reception very efficient and helpful to me and my wife. Doctors look after us very well and
thorough

Lack of appointments. Too long to wait use walk in centre

Very good and friendly at all times. Excellent care

Excellent care and support. Thanks. Lovely staff who always help us – me and my wife

Very good service

I have always received kind and considerate care from Dr Qureshi and his team.

The professionalism of both staff and doctors makes me feel reassured in their decisions ref
my health

We are well looked after here at South Park – should remain open

Friendly staff. Good appointment system , thorough medical care

Doctors most obliging and helpful

Good advice from doctor

Was seen really quickly

I found GP practice excellent and caring, and would like to thank Dr Qureshi and staff for their
patience and care, thank you

Friendly staff, excellent facilities and good opening hours.

All round professional approach. Excellent service and caring attitude

Efficient, caring, always available, precise and excellent at finding what is wrong and good
diagnoses
HEALTHWATCH
The practice recognises that HealthWatch provides a valuable service for patients and engages with
them and responds to any patient queries/complaints identified as fully as possible with the available
information, within the designated period of time.
________________________________________________________________________________
COMPLETED ACTION PLAN – 2014-2015
Satisfactory completion of the Action Plan for 2014-2015 was approved by the PPG Committee and
minuted at the meeting held on 11 February 2015.
RECEPTION AREA/WAITING ROOM

We have just had a new reception hatch installed with sliding toughened glass doors, and
removed the blue boards, which we hope will improve the privacy situation.

We have installed 2 antibacterial hand gel dispensers in the Waiting Room.

We have displayed our CQC Registration Certificate.

We have installed a clock on the wall.

We have tidied leaflets in the waiting area and improved the notice board displays.

We have purchased two high backed chairs with arms to aide patients who need extra
support when standing.
ONLINE FACILITIES

Information has been displayed in the waiting area at both sites to promote online services.

Information has been added to the practice website to promote online services.
SURGERY INFORMATION

The practice website has been reviewed and updated.

NHS Choices has had basic information updated.

Information about joining the PPG has been displayed on the practice website.

Information about joining the PPG has been displayed in the waiting areas of both sites.

Information on joining the PPG has been promoted in the quarterly newsletter.

Information given to patients at the point of registration has been updated to include relevant
consent forms and information about joining the PPG.
PRESCRIPTION ORDERING

A telephone ordering line has been added to the phone system to support ordering of repeat
medications.
________________________________________________________________________________
ACTION PLAN – 2015-2016
The Action Plan for 2015-2016 was discussed and agreed at the PPG Committee Meeting held on
11 February 2015:EPS2

The surgery has just gone live on EPS2 and it was agreed that this service would be
promoted throughout 2015-2016 to make the patient journey easier.
ANTIBIOTIC PRESCRIBING AUDIT

The surgery acknowledges that they have been identified as being a high prescriber of
antibiotics. It was agreed that a robust audit would be carried out and outcomes addressed.

The surgery will work on educating patients on the appropriate prescribing of antibiotics.
PRACTICE LEAFLET

The practice leaflet was updated on a basic level during 2014-15. It was agreed that the
format of the leaflet would be changed to a pamphlet, with loose leaf A5 sheets, giving robust
information on what the surgery offers, including relevant consent forms.
COMMUNITY EVENT

The practice, supported by the PPG, will hold a “Community Event” at a local venue in the
Autumn of 2015 to showcase what the surgery has to offer and answer questions from the
local patient population. In addition, local service providers will be invited to attend so
patients will be aware of what is available in their local area.

The practice will use this event as an opportunity to promote the PPG.
Approved by Dr M Z Qureshi on behalf of The Heath Surgery 24.02.2015
Approved by Mrs A Southcott on behalf of the PPG 24.02.2015