Glendale Surgery
Patient Group
Patient Participation Report 2014-15
Patient Group
The group now consists of 11 members, 6 males and 5 females. We still need representation from the 20 40 age group, teenagers, young mums and less abled patients and are actively trying to recruit members
from these groups so we get a good cross section of the patient population.
The practice manager attends each meeting and members of the practice employed staff have an open
invitation to attend. GPs are invited to attend when their input is required. The minutes of the meetings are
published on the website.
Action Plan for 2014-15
1.
Practice Brochure
The brochure was designed by the practice manager in 1996 and kept up to date in-house. The practice
became aware that the brochure design had probably become out dated and needed bringing up to date.
This had come about by a person moving into the area requesting a brochure from the practice and the
adjoining practice before registering and who did not return to us to register. Did the other practice's
glossy externally printed practice booklet look more professional, did it have a bearing on the patient
not returning here having viewed both together?
Actions taken
It was discussed at a patient group meeting, ideas and amendments made by the Group and one of the
members agreed to take it to the school to see if the IT Department scholars could come up with a new
design and possibly a practice logo. However, this did not transpire and, after several months, the
practice manager agreed to re-design and bring a draft back to the group.
Outcome
A draft produced for the February 2015 meeting, agreed following discussion and some minor
amendments and will be printed in house. The new brochure contains up to date information and new
sections which show patients which services are available in hours and out of hours, by whom and at
what times. There are sections of general practice information, ie ordering repeat medication, online
ordering, online appointments, SMS messaging, appointments specifically aimed at young people,
minor injury service and a list of useful telephone numbers, all of which will point patients to the right
service. The new brochure is available on the practice website, to all new patients in the New Patient
Pack and to all other patients by copies being available in the waiting area.
2.
Appointment
Access
The practice has always prided itself on having the ability to offer same day appointments for most
patients, not just urgent requests. However, demand started to outstrip availability on the day and we
were having to offer patients next day and to embargo slots so that clinics weren't booked up the day
before the clinic date. The practice population has grown significantly over the past 2 years and this,
together with patient expectations/demand, had an impact on appointment availability. No patients
were refused appointments, the doctors extending surgeries to cope with the demand. Was this just a
temporary problem or would the problem escalate if the practice population and patient's expectations
continued to increase?
Action taken
The practice discussed the problem with the patient group and the best way to deal with the problem of
appointment availability. There was no scope financially to employ another GP or Nurse Practitioner.
The practice manager developed a patient information sheet to try to alleviate the demand on face to
face GP appointments. This asked patients if a face to face consultation was necessary or could a
telephone appointment deal with their query, had they thought about the Pharmacy First Scheme where
the local pharmacist is able to treat minor illnesses and ailments, were they consulting with a dental
problem, if so, they needed to go to see a Dental Practitioner, NHS 111 is available 24/7 for advice.
The information sheets were attached to all prescriptions and dispensing and copies made available in
the waiting area in hard copy and on the information screen.
Outcome
It has been difficult to establish whether this has had a significant impact on appointment access, some
days we have several appointments available, others we are fully booked and we have to extend
surgeries. The practice continues to grow in numbers with the local caravan site extending its
residential site and two new housing developments. Wooler itself is a tourist area and we get many
temporary residents from early spring until early winter which increases demand. There has also been
an increase in the number of people being affected by viruses this year as opposed to previous years
which has increased appointment demand.
Some practices have sought to ask patients why they need to be seen so they can signpost them to the
most appropriate person/service which has been proven to reduce demand on GP appointments. We
have decided against this and will deal with demand as it arises by continuing to extend surgeries
where necessary and, where we can, directing patients to the right service. We also became a training
practice in February 2015 so we now have a GP Registrar as well as the two GP Partners.
3.
Health Awareness Day (YOUR Health Matters)
The Cheviot Medical Group Patient Group approached the Glendale Surgery Patient Group to see if
they were interested in jointly organising a health awareness day for the people of Wooler and
surrounding areas. The event would bring together local and national health groups to make the
population aware of what services are available to them, their families and carers.
Action Taken
The groups held several meetings to which the practice managers were invited to attend. Discussions
took place about which organisations would be most useful to invite which would encompass the high
elderly population, the working population and the younger age groups. The Groups attended the
Wooler Primary Health Care Team meetings to discuss their ideas and support was given as well as a
financial
donation
from
the
Wooler
Doctors'
Fund.
The organisation of the event itself was shared among several members, ie contacting the various
health groups to see if they would be interested in having a stall at the event, organising the venue,
insurance, finance (including organisation of a coffee morning to raise funds to pay for associated
costs), posters and leaflets, collecting raffle prizes etc.
The event 'YOUR Health Matters' was held on Wednesday 25th March between 2pm and 6.30pm.
Outcome
Thanks to donations from Group members, health centre staff, local businesses of cakes, raffle prizes
and tombola stall prizes, the coffee morning was a great success and raised in excess of £400 which
was used to fund the day, with any excess being used to purchase a training defibrillator for Wooler.
The event itself was extremely successful with around 150 people attending. Organisations attending
included North East Ambulance Service First Responders who gave demonstrations of using a
defibrillator and resuscitation, Microwave Chef who demonstrated how to make a meal from fresh
ingredients in a microwave, the Stroke Association, Carers Northumberland, Northumbria Healthcare
Health Trainers, the Wooler Youth Centre, Action on Hearing, members of the primary health care
team.
Members of the public spoken to on the day and since the event have said things like, felt welcome, a
good buzz in the hall, liked the way it was laid out, liked speaking to organisations face to face,
picked up lots of useful information and they loved the microwave food!
Quotes from organisations who attended include:
'From my perspective the event was very good. There was steady traffic throughout the length of the
event, and I was able to provide information about a variety subjects to people. There were some
difficult scenarios raised, and I have spent some time today finding information out for people, but
that has been really positive as we’ve managed to get the information for people really quickly. Thank
you for organising the event'.
'Thank you and your team very much for organising the event. I’ve attended a few similar events over
the past 20-something years of working within the VCS and can honestly say that this one was up
there with the very best. I think the key to the success can often be the publicity, drawing people in
and you certainly cracked that; the whole afternoon was buzzing with chatter and people coming and
going. We were very pleased with the attendance and also made some good contacts'.
'Thank you all for making me feel very welcome at the Heath Event yesterday. It was very successful
for our service, I have a number of 1.1 referrals and the opportunity to take part in a new group setting
up in Wooler as well as some work in Berwick with the diabetes group. Hope to see you again on my
travels and look forward to next year's event'.