LILLIPUT SURGERY Patient Participation Directed Enhanced Service
Report Proforma
1.
Please describe your practice profile to include for example:
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Age
Sex
Ethnicity
Carers
Working Status
Marginalised/Vulnerable Group
Drug users
Patients with learning disabilities
Nursing/Care home residents
University students
Etc
See last year’s report
2.
Please give a description of the profile of the members of the PRG which should be representative of the
practice population.
 Patients who work
 Patients from Polish community
 Etc
It was not possible to get representation from the following groups:
 Drug users
 University students
See last year’s report
3.
Please outline the steps taken to ensure that the PRG is representative of the practice registered patients.
For example:
 How the profile of practice population undertaken
 Advertising in practice and practice leaflet
 Patient participation day/week held to target patients coming into the practice.
 Asking new patients
 Email sent to infrequent attenders.
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See last year’s report
4.
Where a category of patients is not represented, please outline the steps taken to attempt to engage with that
group(s).
For example:
 Work was undertaken with LINks/ voluntary organisations to engage with the vulnerable groups in the
area
See last year’s report
5.
Please give details of the steps taken to determine and reach agreement on the issues which had priority and
were subsequently included in the local practice survey.
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A letter was written to all members of the PPG in October 2012 explaining the PPG process in year two
They were asked what they felt the key priorities were with regard to services offered in the practice and
suggestions for improvement
We made a conscious effort this year to be more open with the PPG about what issues mattered to
them (in the first year we had felt there was need for some guidance from us)
Please see appendix for copies of relevant correspondence - See appendix A& B
We waited until January for feedback and suggestions and then compiled a questionnaire which was
based on the feedback we had received – see patient feedback survey
6.
Having set the priorities with the PRG, please describe how the survey questions were drawn up and how the
survey was carried out in order to obtain the views of your registered patients.
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The questions were drawn up following discussions with the PRG as above
It was agreed that the practice would issue a patient feedback survey and this was advertised on the
website and in the waiting room. The PPG also had copies to appraise and give feedback on before we
used it for the general practice population
Survey was carried out in practice over 3 weeks
Survey was paper and online
Despite our best efforts to engage the patients we received just 17 completed questionnaires this year
This was a disappointing drop on the level of engagement we enjoyed last year – 50 responses
Please describe the rationale for using the chosen survey method and the criteria for assessing its credibility
that the processes used for sampling and analysing are sufficient to provide valid reported outcomes
The practice chose to use its in-house survey tool associated with our My Surgery Website as this was easy to
use, highly adaptable and tied-in neatly with our existing high quality website. In addition, to accommodate our
more mature patient population, we made paper copies available in reception and advertised the survey both
online and in reception
The only change from last year’s survey was not to use the repeat slip space on patients’ prescriptions which
perhaps engaged a wider audience last year. This was an oversight on our part but the numbers have been a
little disappointing both years considering the efforts we have undertaken to engage our patients. Perhaps this
is a reflection of a broader issue in a modern busy society?
8.
Please give details of the steps taken to provide an opportunity for the PRG to discuss the survey findings to
include:
The group were offered the opportunity to discuss the findings via email which were collated
recorded and formed the basis of the action plan but only one person responded, her reply is below.
See email evidence Appendix C
Thank you. I really appreciate the fact that you listen to us and try to
improve things where possible.
A great Practice we are very lucky.
9.
Please give 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 proposals should not be
implemented.
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Survey finding /proposal
Recommendation
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Improved confidentiality at reception
Building quote for upgrading reception requested – see
appendix D
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Feedback on reception staff
We have already held customer service training for all
reception staff
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Patients desire to see a particular GP
We are currently looking at changing the appointments
system completely to make it easier for patients to book
appointments, which in turn will help reception staff and
GP’s working day
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Lunchtime opening
This is an area we will look into when we have trained
our new member of reception staff
10. Please provide a summary of the evidence including any statistical evidence relating to the findings or basis of
proposals arising out of the local practice survey.
o We emailed our PPG group (31) Appendix C
o Percentage of returns 1 reply (3.3%)
11. Please give details of the actions which the practice intend to take as a consequence of discussions with the
PRG in respect of the results, findings and proposals arising out of the local practice survey.
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Building quote for confidentiality screen Appendix D
Customer service training – already undertaken
Appointments – we are in the process of reorganising the system and have issued a newsletter
to update the patients see Appendix E
We will look at this when our new receptionist is fully trained
12. Where any changes will have contractual implications have these been discussed with the PCT? If not please
describe your proposals for discussion.
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Improved confidentiality at reception
Building quote for upgrading reception requested
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Feedback on reception staff
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Patients desire to see a particular GP
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Lunchtime opening
We have already held customer service training for all
reception staff
We are currently looking at changing the
appointments system completely to make it easier for
patients to book appointments, which in turn will help
reception staff and GP’s working day
This is an area we will look into when we have trained
our new member of reception staff
13. Please detail the opening hours of the practice premises and how patients can access services throughout the
core hours.
Please detail the opening hours of the practice premises and how patients can access services
throughout the core hours.
Monday
Tuesday – Friday
08:00 - 13:00 - 14:00 – 20.00
08:00 - 13:00 - 14:00 - 18:00
Patients are able to present at the surgery or telephone
14. If the practice offers extended hours, please give the times at which individual healthcare professionals are
accessible to registered patients.
We have 6 Partners and 2 Registrars who cover the extended hours between 6.30pm & 8.00pm every
Monday evening
15. Publicise the Local Patient Participation Report on the practice website
A report has been published on the website www.thelilliputsurgery.co.uk. We have written a
newsletter. This will be sent to all members of the PPG, made available in reception and a copy put
in all prescriptions.
We were very disappointed with the level of feedback from the patients this year and we aim to try
and improve this as we had a better response in the first year. We will consider ways of improving
patient involvement via new information screens that are currently being installed in both waiting
rooms. This will enable us to inform patients about our day to day work in general as well as
opportunistic information such as seasonal items (flu vaccine) extra services, and the PPG amongst
other things