CEDAR PRACTICE PATIENT SURVEY REPORT 2013-2014
Description of the Profile of the Members of the Patient Participation Group
There are now a total of 26 Members of the Cedar Practice PPG – 18 in our Actual Patient
Participation Group and 8 in our Virtual Patient Participation Group - made up of 9 men and 17
women, ranging from the ages of 33- 76years. The Group has members from both white
Caucasian and members of the Caribbean and Asian communities. We have a large multi-cultural
Practice population and once again this next year we will strive to invite and recruit other minority
groups such as Turkish and Eastern European members.
The Cedar Practice PPG has a core face-to-face PPG of approximately 12, who this year have met
mostly on a bi-monthly basis (29th May 2013, 14th August, 16th October, 12th December,
12 February 2014 and 20th March 2014). This year we have had two Evening Meetings, to enable
those not always able to attend a lunch time Meeting. Once again these Meetings have been useful
as the Refurbishment of the John Scott Health Centre has continued through the year and the
patient Group have been able to be kept informed of progress. Some Members of the Virtual PPG
have been able to attend the Evening Meetings. The Virtual PPG receive via e-mail and post the
Agendas, Minutes of all the Meetings and our Newsletters and are invited to add Items/Topics to
Agendas and comment on the Minutes.
The steps taken by the contractor to ensure that the PPG is representative of its registered
patients and where a category of patients is not represented, the steps the contractor took in
an attempt to engage that category.
The Practice population is multi-cultural, multi-racial, mixed aged, inner city population. We
advertise the Practice Patient Group within the Practice Leaflet, so all Newly Registered Patients
are informed of the Group, we have Patient & Public Involvement Leaflets on the Reception Desk
and in the Patient Waiting Room and we advertise on our Practice website, informing patients of
the PPG’s existence.
There were two SUPER PATIENT GROUP events this year in City & Hackney – Wednesday
27th November 2013 and Thursday 27th February 2014, to continue to promote the existence of
Practice’s PPGs. These were both advertised in the Cedar Practice with flyers on Reception Desk
and in the Patient Waiting Room and all our PPG members were e-mailed with the details and
they were also Items of the PPG Practice Meetings.
The Practice and PPG will continue to encourage New Patients and Members to join the Practice
PPG, via personal contact, face-to-face at the Reception Desk and also via our Practice
Newsletters and Patient Information Board, which we will be having in our New Reception area,
on completion of Phase 3 of the Refurbishments in the Health Centre at the end of March 2014.
Details of the steps taken to determine and reach agreement on the issues which had priority
and were included in the local practice survey.
For the previous year’s survey the Practice had used the services of CFEP to conduct our survey –
which was around Appointments and Customer Services provided by the Practice. As we have a
very transient patient population and with all the Refurbishments taking place within the Practice,
the Practice and PPG decided it would be useful to once again centre our Questionnaire around our
Appointment System and Customer Services provided by the Practice.
The manner in which the contractor sought to obtain the views of its registered patients.
The Practice decided once again to use the services of CFEP to conduct this Local Practice Survey
this year, having used them last year, so comparisons could be made more easily.
It was thought that responses from patients using the Practice on a regular basis would be sort and
this would provide those patients the opportunity to give their comments and feedback within the
Survey and thus obtain responses from the patients who make most use of the Practice services.
260 Questionnaires were handed out by all Clinicians, after the end of each consultation with
patients, and patients were asked to complete the Questionnaires and post in the Box provided at
the Reception Desk. 177 completed Questionnaires were received in total and analysed by CFEP
and the statistical Report has been published on our Cedar Practice Surgery website.
The Practice Survey was carried out between December 2013 and January 2014.
Details of the steps taken by the contractor to provide an opportunity for the PPG to discuss
the contents of the Action Plan.
The Results of the Full Report of the CFEP Improving Practice Questionnaire, was circulated to
all members of the Practice PPG, both face-to-face Group Members and the Virtual Group
Members, via e-mail and by ‘hard copies’ in the post to those without computers, so that all PPG
Members had the opportunity to see the Report, prior to a Practice PPG Meeting on Thursday
20th March 2014, when they could also feedback their comments regarding the findings; and the
proposed Action Plan could be discussed.
Details of the Action Plan setting out how the finding or proposals arising out of the local
practice survey can be implemented and, if appropriate, reasons why any such findings or
proposal should not be implemented.
ACTION PLAN: - (some of which had already been put in place by beginning of February 2014)
The Practice amended its Appointment System at the beginning of February 2014, by:- a) allowing
patients to book Routine Appointments 4 weeks ahead, b) by offering Patients an Appointment
within 48 hours, with Staff explaining to patients and trying to ensure that the 48 hours
Appointment are used appropriately, c) by continuing to take Telephone Consultation Messages
for ‘Urgent’ Medical needs between 8.00 am and 11.00 am each morning. Once the GP is then
able to speak to the patient on the telephone, if the GP thinks the patient needs to be seen, the GP is
now more able to open and Book an Appointment for the patient to come in as the GP thinks is
necessary, either the same day or in the next few days. d) Continuing to take Non-Urgent
Telephone Messages that GPs action within 48 hours.
The CHUHSE Federation, (CHUHSE being our Out of Hours provider) is also setting up some
late evening Appointments 6.30 pm – 8.30 pm for patients contacting the Cedar Practice and the
Cedar Practice will be able to book patients at one of three sites that are being set up, one being
Barton House in Stoke Newington.
In-house Customer Service Training will be set up for Reception Team on a regularly basis, to
support and refresh their skills in handling difficult situations and also enabling then to
communicate changes to patients more effectively and help the patients make best use of the
services the Practice provides.
A summary of the evidence including any statistical evidence relating to the findings or basis
of proposals arising out of the local practice survey
The Full Report of the Survey results are published on the Practice website.
Details of the action/s which the contractor
a) And, if relevant, NHS England (or other appropriate organisation where such
functions may have been delegated), intend to take as a consequence of discussions
with the PPG in respect of the results, findings and proposals arising out of the local
practice survey.
See Action Plan above.
b) Where it has participated in the DES for a year (1 April 2013 – 31 March 2014), or
any part thereof, ending 31 March 2014, has taken on issues and priorities as set out
in the Local Patient Participation Report.
See Action Plan above.
The opening hours of the Practice premises and the method of obtaining access to services
throughout the core hours.
Monday
Opening of Reception
8.00 am - 6.30 pm
Surgery Times
7.00 am-11.45 am 3.30 pm – 5.20 pm
Tuesday
8.00 am - 6.30 pm
7.00 am-11.45 am 2.30 pm – 6.00 pm
Wednesday
8.00 am - 6.30 pm
9.00 am-11.45 am 3.00 am – 5.50 pm
Thursday
8.00 am - 6.30 pm
8.00 am-11.45 am 2.30 pm – 6.00 pm
Friday
8.00 am - 6.30 pm
7.00 am-11.45 am 2.30 pm – 6.00 pm
Reception Desk (face-to-face) is Closed 12.30 pm – 2.00 pm Monday through to Friday
Reception (accessible by Telephone)
8.00 am - 6.30 pm
Monday through to Friday
Appointments are available for office workers between:
7.00am - 8.00am on Mondays, Tuesdays & Fridays
Please ask at reception.
The Cedar Practice is open at the above times and patients are able to access/obtain information
regarding services throughout the core hours, by telephoning the Practice telephone number.
The Cedar Practice opening hours are given via the Practice Leaflet, Appointment slips and via the
Practice web site and the NHS Choices Practice and My Health London websites.
Where the contractor has entered into arrangements under an Extended Hours Access
Scheme, the times at which individual healthcare professionals are accessible to Registered
Patients.
Monday
Surgery Times – Early Surgeries
7.00 am – 8.00 am -11.45 am 3.30 pm – 5.20 pm
Tuesday
7.00 am- 8.00 am - 11.45 am 2.30 pm – 6.00 pm
Wednesday
9.00 am-11.45 am 3.00 am – 5.50 pm
Thursday
8.00 am-11.45 am 2.30 pm – 6.00 pm
Friday
7.00 am- 8.00 am - 11.45 am 2.30 pm – 6.00 pm
The Cedar Practice
would like to take this opportunity to thank all its Patients and
Members of the
Patient Participation Group
for the time they have given, throughout the year
and
all their useful suggestions.
The Practice would also like to invite any of their Registered Patients who are interested in joining
the Cedar Practice Patient Group to contact the Practice Manager, Jane Haile, in the first instance,
for further information regarding Patient Group Meeting dates and times.
27th March 2014
Practice Manager