Holly Park Clinic
Report on how Patient Representative Group was formed and a survey done in
February 2012 and results analysed and action taken to 31st March 2012
Holly Park Clinic formed up a virtual and a face to face patient representative group
(PRG) by inviting patients in several ways.
 A notice was displayed in the waiting room to collect email addresses from
patients in order to collate patient views via the use of patient survey.
 Our website was updated to invite patients to join by printing the relevant
form and completing it.
 Manual forms were left on the Reception desk for patients to complete when
visiting the surgery.
 At the time of new registration these forms were routinely given out with the
registration forms.
Description of PRG
For the virtual PRG we collected in total 800 email addresses which includes existing
email address that we previously had from patients and new ones collected by the
methods as above.
Face to face PRG
We have 10 patients who joined the face to face working PRG committee.
A chair and a secretary have been elected by the members of the group. The role of
the chair is to ensure a smooth running of this group with a close relationship with the
Practice team. The chair has got previous experience as he used to be involved with
the PRG in his previous practice. The secretary does minutes after each meeting,
which are in turn emailed to all the members. One member is continuing from our
previous years PRG.
The age group of the 10 members are:
6 members who are between the age of 60 and under 70 years and
2 members that are in their 50s and
2 members in the age group of mid 40s.
We were not successful in finding any young patients in the age group of 20s
All of the members of the face to face PRG except one have either one or more type
of chronic disease that they suffer from.
Background of the Face to face PRG
One member is working and has a family with young children registered at the
surgery.
Another member is a housewife with teenage children.
One in her 60s and is working.
Some members that are now retired
Two members from the ethnic minority background.
One member who is a Carer and also the person that he cares for is a member of the
group.
Deciding on the contents of the survey
At one of the earlier meetings with the face to face PRG, we looked at our previous
surveys in order to identify any specific concerns or any repetitive complaints. We
concluded that we did not have specific problems and therefore decided to design a
survey which generally concentrated on wider areas such as the services provided by
the doctors, nurses, receptionist and the cleanliness of the surgery and detailed
questions on access. Some members felt that it was best to put in a few open ended
questions to collect comments from patients about other concerns. Once the face to
face group was happy with the details of the survey it was distributed to patients to
collate their views by several methods listed as below:
How we sought views from our patients
We emailed the survey to all our 800 patients and also left copies on the Reception
desk for patients to complete when they visited Holly Park Clinic. On the email we
asked patients to complete the survey by going into the link for
“Surveymonkey.com.” This is an online survey which we purchased and created the
questions as agreed by the PRG. The manual forms that were completed in the
surgery were recorded in “Surveymonkey.com” site by members of staff team.
A reminder was send via email after a week in order to encourage more patients to
complete the survey online.
How many results did we collect?
We collected in total 210 results from our patients either by email or completing the
forms whilst in the surgery.
How did we analyse the results?
The analysis was done by the online “surveymonkey.com” website, as mentioned.
The website presented the data in “pie charts” and in percentage terms. The data is
attached with the this report.
Meeting with the PRG to discuss results and contents of the action plan
We met our face to face group on three occasions. The results were emailed to the
members of the face to face PRG before the meeting in order for them to review it
individually. At the most recent meeting with the PRG the results were analysed in
detail. One member who was unable to attend had forwarded pertinent observations
on the survey results which were incorporated into the subsequent discussion. The
patient group at the meeting considered the response to the questionnaire item by item
and concluded that the satisfaction rate was very high, with a large majority of
respondents having trust and confidence in their GP. The overall result that the PRG
reported was very pleasing as the percentage of patients dissatisfied was found to be
very low.
Here is a snapshot of some of the results of the survey.
Summary of the Survey Results:
How would you best describe the cleanliness of the waiting room?
Response
Percent
Response
Count
32.1%
44.8%
16.5%
6.6%
68
95
35
14
Answer Options
Response
Percent
Response
Count
Very helpful
Fairly helpful
Not very helpful
Not at all helpful
67.5%
28.3%
3.3%
0.9%
143
60
7
2
Response
Percent
Response
Count
12.7%
64.2%
17.2%
4.4%
1.5%
26
131
35
9
3
Answer Options
Excellent
Very Good
Good
Satisfactory
How helpful did you find the receptionists at the surgery?
How long after your appointment time were you seen?
Answer Options
In less than 5 minutes
Within 5 to 15 minutes
More than 15 minutes
Can't remember
I don't have appointments at a particular time
Last time you saw or spoke to your GP how good was that Doctor at each of the
following: Giving you enough time?
Answer Options
Very Good
Good
Neither Good nor Bad
Poor
Very Poor
Does not apply
Response
Percent
Response
Count
59.4%
32.1%
4.2%
0.9%
0.9%
2.4%
126
68
9
2
2
5
Response
Percent
Response
Count
61.3%
30.7%
4.7%
1.4%
0.5%
1.4%
130
65
10
3
1
3
Listening to you?
Answer Options
Very Good
Good
Neither Good nor Bad
Poor
Very Poor
Does not apply
Explaining tests results and treatment to you?
Answer Options
Very Good
Good
Neither Good nor Bad
Poor
Very Poor
Does not apply
Response
Percent
Response
Count
46.2%
34.0%
5.2%
3.8%
0.9%
9.9%
98
72
11
8
2
21
Response
Percent
Response
Count
51.4%
34.4%
6.6%
2.8%
0.9%
3.8%
109
73
14
6
2
8
Treating you with care and concern?
Answer Options
Very Good
Good
Neither Good nor Bad
Poor
Very Poor
Does not apply
Last time you spoke to your Practice Nurse how good was that Nurse at each of the
following: Giving you enough time?
Answer Options
Very Good
Good
Neither Good nor Bad
Poor
Very Poor
Does not apply
Response
Percent
Response
Count
39.9%
29.6%
4.4%
1.0%
0.5%
24.6%
81
60
9
2
1
50
Response
Percent
Response
Count
38.5%
28.8%
4.9%
0.5%
0.5%
26.8%
79
59
10
1
1
55
Listening to you?
Answer Options
Very Good
Good
Neither Good nor Bad
Poor
Very Poor
Does not apply
Did you have confidence and trust in the Nurse you saw or spoke to?
Answer Options
Very Good
Good
Neither Good nor Bad
Response
Percent
Response
Count
45.4%
24.9%
5.4%
93
51
11
Poor
Very Poor
Does not apply
0.5%
1.0%
22.9%
1
2
47
How do you find contacting the Doctor / Nurse by telephone?
Answer Options
Excellent
Very Good
Good
Satisfactory
Poor
Very Poor
Response
Percent
Response
Count
25.6%
29.6%
23.6%
15.8%
3.4%
2.0%
52
60
48
32
7
4
Were you able to book a routine appointment with your choice of dates and times
with the Doctor or the Nurse?
Answer Options
Response
Percent
Response
Count
Always
Most of the Time
Some of the time
Occasionally
Never
Does not apply
20.0%
42.9%
16.6%
10.2%
4.9%
5.4%
41
88
34
21
10
11
If you need to see the Doctor urgently were you given an appointment within 48
hours?
Answer Options
Response
Percent
Response
Count
Yes
No
Does not apply
62.1%
20.7%
17.2%
126
42
35
How well does your surgery opening hours accommodate you and your needs?
Answer Options
Excellent
Very Good
Good
Satisfactory
Poor
Very Poor
Response
Percent
Response
Count
24.9%
35.6%
25.4%
9.8%
2.9%
1.5%
51
73
52
20
6
3
Response
Percent
Response
Count
40.1%
34.4%
22.9%
63
54
36
How many of the following facilities do you know about?
Answer Options
Practice website
Booking appointments online
Requesting prescriptions online
Having telephone consultations
Arrange with pharmacist to collect your repeat
prescriptions
70.1%
110
54.1%
85
Examples of some comments made:
At present this surgery is new to my self and my family and I must say how extremely well
organised the practice is.
1) Teach certain receptionist people skills/tact/How to talk to people with a bit of empathy.
2) More phone lines so easier to get through or call back service
3) Being offered to come as an emergency if no appointments available. I know I can go to a
walk in clinic BUT that should be when the surgery is closed
4) everything is fine as far as i am concerned
5)Nothing me and my family have had very good experiences all very positive, thank you.
6) Maybe some toys or books for children
The main problems identified from the survey results were as follows:
 11% of patients find it difficult to contact the Receptionist via the telephone
first time round.
 Some patients commented that they would like more telephone appointments
available to speak to the doctor as this method is in high demand.
 64% of patients in the survey findings have said that they would like a
quarterly newsletter.
 It was found from the results of the survey that the least facility that patients
know about is requesting prescriptions online.
 A few patients commented that there should be children toys and books
available to occupy children in the waiting room.
 A few patients have commented on their concerns with interaction between
some receptionists and patients.
The members also agreed jointly that some comments made by patients were
impractical such as:
 Widening the gates
 Offering a water fountain. This facility was available previously but the water
fountain broke several times as children were found playing with it and quite
often pools of water was found near the water fountain which could endanger
patient’s life if they slip.
 Providing children toys and books in the waiting room. In order for the
practice to abide by the health and safety regulations it was decided previously
to clear out all children toys from the waiting room due to hygiene reasons.
Actions to be taken and the details of the changes to be done were agreed with
the group. The following action plan was decided:
 To inform more patients about our online facilities of booking appointments
online and requesting repeat prescriptions online.
 Practice to speak to our phone company to improve our telephones.
 To provide more telephone consultations with the doctor as this is very
popular.
 To offer more doctors appointments.
 To provide training to Receptionists on improvising their customer skills.
Changes Already Made or to be done very shortly
 Two large notices will be displayed shortly in the waiting room to remind
patients that they can use our online facilities to book appointments online
and request repeat prescriptions online.
 The Practice has started discussions with the telephone company to review
our phones.
 More telephone appointments have now been created for patients to speak
to the doctor by telephone for a quick consultation.
 We have just recently offered a Wednesday morning session to Dr Reddy
and we are looking at the possibility of offering more appointments with
either Dr Reddy or another regular doctor.
 A quarterly newsletter has been done as requested by a large number of
patients.
Actions to be completed
 To complete our discussions with the telephone company.
 To develop Receptionists further in providing improved customer skills.
 To provide more doctor face to face appointments.