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Burbage Surgery Patient Participation Report
March 2015
Practice Information: www.burbagesurgery.co.uk
Doctors:
Dr. D. A. Jones MBChB, FPCert (Female)
Dr W M Turner MBChB, DFFP, DPD (Male)
Dr S M Vincent MBChB, DRCOG, DFFP, MRCGP (Male)
Dr P C Thomason MBChB, MRCGP, DipENT (Male)
Dr R Turner MBChB,MRCP,MRCGPM,DFFP (Female)
GP Registrars:
Dr V Patel (Male), Dr D Steadman (Male), Dr A Hussain (Male)
Practice Manager : Wendy Shaw
Surgery Opening Times and Contact Details
Burbage Surgery, Tilton Road, Burbage, Leics LE10 2SE
Tel: 01455 634879 Fax: 01455 891264
Monday
Tuesday
Wednesday
Thursday
Friday
8.00 am to 6.15 pm
8.00 am to 6.15 pm
8.00 am to 6.15 pm
8.00 am to 6.15 pm
8.00 am to 6.15 pm
Dispensary: Monday to Friday 08.30 am to 12.30 pm,
2.00 pm to 6.00pm
Monday to Friday 9am to 6.00 pm Office Hours
Wolvey Surgery, 7 The Square, Wolvey, Leics LE10 3LJ
Tel: 01455 221331 Fax: 01455 221332
Tuesday, Wednesday and Fridays 8.30 am to 12.30 pm
Monday and Thursdays 2.00 pm to 6.00 pm
Sapcote Surgery
Tuesdays
Sharnford
Tuesdays
12.00 noon
11.00 am
Out of Hours Provider – Emergencies only
This is currently provided by Leicestershire County and Rutland Community Health
Services who can be contacted by ringing 111.
Burbage Surgery PPG Report March 2015 Page 2

Age
Range
0 – 5
6 – 45
46 – 64
65- 74
75 – 84
85 – 94
95+
Total
Male Female
312
2227
1346
664
331
103
1
4984
302
2223
1351
637
394
194
14
5115
Total
614
4450
2697
1301
725
297
15
10099
Ethnicity
(9S1..) White - ethnic group
(9S41.) Black British
(9S6..) Indian
(9S7..) Pakistani
(9S8..) Bangladeshi
(9SB..) Other ethnic, mixed origin
(9T1C.) Chinese
(Xa8Es) Race
(XaE4B) Ethnic group not given - patient refused
(XaFwD) White British
(XaFwF) Other white ethnic group
(XaFwy) Other black ethnic group
(XaFx0) Other Asian ethnic group
(XaFx1) Other ethnic group
(XaIB5) Black Caribbean and White
(XaJQv) British or mixed British - ethnic category 2001 census
(XaJQw) Irish - ethnic category 2001 census
(XaJQx) Other White background - ethnic category 2001 census
(XaJQy) White and Black Caribbean - ethnic category 2001 census
(XaJQz) White and Black African - ethnic category 2001 census
(XaJR0) White and Asian - ethnic category 2001 census
(XaJR1) Other Mixed background - ethnic category 2001 census
(XaJR2) Indian or British Indian - ethnic category 2001 census
(XaJR3) Pakistani or British Pakistani - ethnic category
2001 census
(XaJR4) Bangladeshi or British Bangladeshi - ethn categ
2001 census
(XaJR5) Other Asian background - ethnic category 2001 census
(XaJR7) African - ethnic category 2001 census
(XaJR8) Other Black background - ethnic category 2001
Patient Count % of the total
260
1
1
1
1
1
705
204
1
12
1
3
5
4
1
8
12.7 %
0.1 %
0.7 %
0.1 %
0.2 %
0.3 %
0.2 %
0.1 %
0.5 %
16.1 %
0.1 %
0.1 %
0.1 %
0.1 %
0.1 %
43.7 %
1
57
8
3
10
8
26
1
2
3
2
2
0.1 %
3.5 %
0.5 %
0.2 %
0.6 %
0.5 %
1.6 %
0.1 %
0.1 %
0.2 %
0.1 %
0.1 %
Burbage Surgery PPG Report March 2015 Page 3

census
(XaJR9) Chinese - ethnic category 2001 census
(XaJRB) Ethnic category not stated - 2001 census
(XaJRC) English - ethnic category 2001 census
(XaJSD) Gypsy/Romany - ethnic category 2001 census
(XaJSF) Baltic Estonian/Latvian/Lithuanian - ethn categ
2001 census
(XaJSP) Oth White European/European unsp/Mixed
European 2001 census
(XaJSS) Arab - ethnic category 2001 census
(XaQEa) White British - ethnic category 2001 census
4
252
1
1
1
1
1
19
Detail of the gender mix of PPG:
%
Practice
PPG
Male
2
3
Female
1
8
0.2 %
15.6 %
0.1 %
0.1 %
0.1 %
0.1 %
0.1 %
1.2 %
Detail of the age mix of PPG:
% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75
Practice 2 1
PPG 1 2 1 4 3
Detail of the ethnic background of PPG:
British Iri sh
Practice 3
PPG 9
White
Gypsy or
Irish
traveller
Other white
White
&black
Caribbean
1
Mixed/ multiple ethnic groups
White &black African White Indian
&Asian
Burbage Surgery Patient Participation Group was formed in 2005 by
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Dr P Thomason GP and Wendy Shaw, Practice Manager. The practice was actively seeking interested patients who might be willing to be part of the patient participation group. When the group was initially formed, membership consisted of
10 patients. Representation was from patients living in Hinckley, Burbage,
Sapcote/Sharnford and Wolvey. At that time there was no structured selection process, as the objective was to form the group with any patients, irrespective of their age or gender. However, there was always a longer term objective to have ethnic representation and members from all villages/areas covered by the practice.
There are now 11 members in the PPG, including 2 of the original group. 2 of our group are of ethnic origin .
There are 8 female and 3 male members with an age range of between early 40s to late 70s. We are actively seeking representation from patients living in villages within the catchment area.
The group would also welcome representation from patients aged between 18 and 40.
Burbage Surgery PPG Report March 2015 Page 4

PPG and Practice Priorities for 2015
Feedback received verbally to Practice Staff, PPG members and responses from Friends and Family Test received between December 2014 and
February 2015 were discussed with members of the PPG and priority areas agreed for the coming year. These are as follows:
Priority area 1
Redecoration of Premises. Raised by PPG members and discussed at
PPG meetings on several occasions
The practice has obtained quotations for the redecoration of all clinical and patient areas at both sites and has now given instruction for this to be undertaken as soon as possible. The redecoration of our surgery premises will freshen up areas of the surgery accessed by patients and will make the surgery environment more pleasant both for patients and staff.
Priority area 2
Premises Development – Ongoing discussion between Practice, PPG and local authorities
The practice has had significant plans for expansion over the last 10 years but has been unsuccessful in obtaining and retaining funding to support the development. The practice has now submitted a bid for a share of available funding from the Primary Care Infrastructure Fund that will support the expansion of the premises and enable us to meet service expectations. We are still waiting for the decision from NHS England. Once the outcome of our bid is known, this will be discussed with the PPG. If the outcome is positive, the practice will work with the PPG to finalise plans
Priority area 3
Appointment System with a particular focus on the delivery of same day appointments and increased capacity of pre-bookable appointments.
Identified through discussion and feedback from Friends and Family Test
Patients’ and staff views of the present appointment system were reviewed, particularly adverse comments received about the daily Open
Access Clinics. As a result, a decision has been taken to phase out Open
Access Clinics during April and May 2015. From the beginning of May
2015, all same day requests will be triaged initially by our Nurse
Practitioners and/or a GP. The structure of each routine appointment session will be amended to provide a combination of prebookable slots
Burbage Surgery PPG Report March 2015 Page 5

released when the rotas are put on to the clinical system, prebookable slots released 7 days ahead, prebookable slots released 48 hours ahead and Nurse bookable slots into which triaged patients may be booked.
The duty doctor will support the Nurse Practitioners in dealing with same day access requests before 10.30 am. An emergency service will be available after 10.30 am each day with all requests for emergency appointments triaged by the duty doctor.
We believe this will address the risks that have been identified during a risk assessment of the Open Access Service e.g. overcrowding in waiting area, congestion in surgery car park, long waiting times causing frustration and the clinical workload of the GPs. From May 2015 onwards, the same day service will be run by 2 Nurse Practitioners and the duty doctor, compared to the input of 3 GPs at present. Therefore, more routine appointments will be reinstated and prebookable capacity increased
These actions are due to be implemented from 7 th April 2015 onwards.
Information on the revised appointment system will be publicised with flyers in our waiting area and attached to repeat prescription slips. An article will be included in the next PPG newsletter and practice staff will inform patients verbally wherever possible.
Burbage Surgery PPG Report March 2015 Page 6

Progress on Action plan from previous year:
Action Plan 3 rd March 2014
TELEPHONES:
Terminate the 084 Telephone number by 30 th June 2014 - Actioned b) Review the greeting on the telephone system. – In progress
TOUCH SCREEN SELF CHECK IN
Provision of a Touchscreen self-check in system at Burbage Surgery – Actioned – purchased by PPG in 2014
SURGERY WEBSITE
The existing contract will not be renewed after its expiry on 31 st March 2014. The practice will replace this with a self-managed system – Actioned – new website commissioned during 2014
PREMISES
Continue to seek opportunities to develop the premises – Actioned – Bid submitted for funding from Primary Care Infrastructure Fund
RECEPTION STAFF
All Reception Staff to attend an enhanced Customer Care Course by December
2014. – Actioned during 2014
PPG MEMBERSHIP
Encourage younger members on to the PPG and members from villages in order to widen representation – In Progress
All actions from the 2014 plan have either been actioned or are in progress.
Patients have benefited significantly from actions achieved over the last year.

The termination of the 084 telephone number has been well supported by patients with complaints about telephone access significantly reduced. This has also ensured that patients are not being charged inappropriately for telephone calls to an NHS service.

The touchscreen enables patients with prebooked appointments to check themselves in on arrival, therefore negating the need to queue for a receptionist. This has also helped reception in the management of patients attending for their appointments.

The new surgery website is more informative, navigation around the site is easier with content easily updated by practice staff when changes arise.

All receptionists have undertaken an advanced customer care course which has enhanced their communication skills and increased their awareness of good customer care.
Burbage Surgery PPG Report March 2015 Page 7

Our Patient Participation Group provides a valuable interface between patients and the surgery and works collaboratively with the Doctors and Practice Manager. The surgery actively encourages the group to become involved in the shaping of services offered by the Practice.
The Partners would like to thank all members of Burbage Participation Group for their commitment and continued support.
Burbage Surgery PPG Report March 2015 Page 8