Park and St Francis Patient Participation Directed Enhanced Service Report
YEAR 1 PRACTICE REPORT
Our practice population is predominantly middle socio-economic grouping with low deprivation.
Out of a population of 15000 patients we have between 10 and 15 vulnerable families who are
reviewed at our regular meeting with health visitors and between 10 and 20 who are on our
palliative care list. We have a number of nursing home and rest homes in the area and local
housing with residents who have learning disabilities. There is a relatively low rate of drug
abuse, but a higher proportion of isolated older people in their own housing or sheltered
accommodation.
There are a small proportion of non English speaking older people who are living with English
speaking relatives. We have a small proportion of registered patients from India, Pakistan and
Iran. The majority of the population have been born in the UK or are Caucasian. We have a
significant number of Polish speaking population as we were the base for a Polish refugee
camp during World War 2.
We have considered:
 Age
 Ethnicity
 Gender
 Occupation (or employment status)
 Parental status
 Disabled status
 Carer status (including patients in care homes / nursing homes, and both cared-for
patients and “carer” patients)
 Personal skills
 Socio-economic group
 Long-term medical conditions
 Patients with specific care needs (e.g. drug users, learning disability needs, housebound
etc)
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Practice population as of January 2012
Practice population profile
% Under 16
% 17 - 24
% 25 - 34
% 35 - 44
% 45 - 54
% 55 - 64
% 65 - 74
% 75 - 85
% Over 85
Ethnicity
White
% British Group
% Irish
Mixed
% White & Black Caribbean
% White & Black African
% White & Asian
Asian or Asian British
% Indian
% Pakistani
% Nepalese
% Bangladeshi
Black or Black British
% Caribbean
% African
Chinese or other ethnic group
% Chinese
% Any Other
Percentage of Males
Percentage of Females
List
3223
1144
1465
2332
2418
1880
1355
971
365
7972
2424
35
0
4
33
0
7
3
18
0
2
0
2
0
0
73
64
7363
7731
Our PRG Group
Park and St Francis Surgery have an established Patient
Reference Group which has been meeting every 3 months since February 2011. We have 49
members within our PRG group of which 80% are elderly, born in the UK and mostly retired.
20% of the PRG group are middle aged. We have 60% male and 40% are female.
The age profile of the meeting group is:
20% aged 55-64
50% aged 65-74
30% aged 75-85
The PRG meets at minimum quarterly intervals; we consider this as a growing membership
group
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Our Virtual PRG
We have 26 within our virtual list of which 100% middle aged working class; this is also
considered as a growing membership group.
40% aged 45-54
60% aged 55-64
Recruitment of PRG
The methods used for inviting members to join are emailing /sending out letters to a cross
selection of our patient populations aged between 16years and 80years old. All patients
consenting to joining the PRG (virtual group) have been emailed explaining how our PRG is run
and how important patient participation is.
The other methods we are using are:
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Posters in the waiting room at Park and St Francis
Advertising on our prescriptions
An advert in the Volunteer Magazine (Volunteer Matters )
Patient Reference Group distributed 1 poster each to a local club i.e. Community
Centres/Keep fit places etc
Poster on the Valley Park Community Centre Notice Board
Contacting local disability centres to let patients know about PPG
Health Facilitator for learning disabilities
Advert in Valley Park Voice Community Magazine.
Methodist Church (Winchester Road who have a lot of groups supporting hard to reach
sectors of the community including memory support groups etc
Age Concern
Fernhill Oakmont Road – assisted living
Hillside close Winchester Road – sheltered housing
Chandlers Ford Care Home Winchester Road
Baroda Care Home 34 Merdon Avenue
Valley lodge, Valley Road
Moorwood Cottage Care Home
Informing District Nurses/Midwifes of our group
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Patient Group Survey
On November 9th the PRG met to discuss constructing the survey. The PRG group discussed
disabled patients access at reception desk etc, parking for patients, from the PRG individual
experiences at certain times of the day the parking at Park and St Francis was difficult.
Appointments and reception staff were also included as the PRG did not realise that the
reception staff work at both sites. The telephone system was also considered as the practice
use a 0844 number at present. Previous complaints were assessed to see if there was a trend.
Overall the PRG decided that the questions needed to be of a general nature as there were only
a few significant areas of weakness that had been identified, so therefore an over view of the
general service within the surgery was required.
The PRG considered the survey content, format, and sample size, timing and delivery
mechanisms. It was essential that these were considered to reach all elements of the practice
population. We then considered that all communication should be suited to the needs of the
patients.
A two page questionnaire was issued to patients agreed by the PRG and the practice via two
methods. First it was sent out to all patients that had registered their email address with the
surgery. Second, the questionnaire was available in both Park and St Francis waiting rooms
with encouragement to compete the form whilst awaiting an appointment.
In addition, volunteers from the PRG attended the waiting areas to help patients complete the
forms. We also had a poster on the notice boards at each surgery to inform all patients that we
were conducting a survey.
Patients with learning disabilities or chronic medical conditions may be unable to access written
or graphical patient surveys without help so we contacted our local Learning Needs Advisor.
District Nursing Teams who assisted in the delivery / collation of responses.
The date the survey was issued was 30th January 2012 till 10th February 2012 and the period of
feedback was 30th January 2012 till 2nd March 2012.
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Patient Group Survey outcomes
The PRG met to discuss the outcomes from the face to face meeting with the PRG on
Wednesday 21st March 2012 @ St Francis Surgery 9am till Noon.
The suggested area for change was around communication and education to patients.
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A lot of answers that came out of the survey and from the focus PRG were based on a
percentage of patients not aware of a car park behind St Francis Surgery, as parking was
highlighted as a significant problem.
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Informing patients of our impending clinical system being changed in July
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The telephone systems being reverted back to a geographical number in November
when our contract with the current telephone provider ends.
The changes that have been agreed by the PRG are:
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Notices and newsletter in the waiting room in regards to informing parking behind St
Francis Surgery in the Community car park
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Open up the lower receptionist desk at St Francis Surgery for the disabled.
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Reviewing disabled access support at Park Surgery.
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Informing patients via website/newsletter/notices of clinical system change in July.
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Informing patients via website/newsletter/notices of telephone change in November.
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Notices at Park Surgery for opening times for Saturdays
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Notices at St Francis for opening times.
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For receptionist to be mindful of patients signing in at the check in screen of
doctors/nurses running late
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Opening Hours of the Practice
Opening Times
St. Francis Surgery
Park Surgery
Monday
08:15 - 18:30
08:15 - 12:30
Tuesday
08:15 - 18:30
08:15 - 12:30
Wednesday
08:15 - 18:30
08:15 - 12:30
Thursday
08:15 - 18:30
08:15 - 12:30
Friday
08:15 - 18:30
08:15 - 12:30
Saturday
closed
08:30 – 10.45
Sunday
closed
closed
The practice can be contacted from 08:00 to 18.30 Monday to Friday on tel: 0844 477 8957
for emergencies and general enquiries.
The appointment lines open from 08:15 till 12.00 and 14.00 till 18.00.
Park and St Francis Surgery offer a range of appointments throughout the day including urgent
appointments for the same day, telephone consultations and routine appointments which can be
booked up to six weeks in advance.
Extended Hours Scheme
Park and St Francis offer routine GP appointments Saturday mornings, this is at Park Surgery.
We have poster at Park and St Francis Surgery stating that we do not open St Francis Surgery
Saturday mornings. Pre bookable appointments for GP and practice nurses for chronic diseases
are available from 8.30 – 10.45pm.
Full details on the services the practice provides are available on our website
www.parksurgery-hursleyrd.co.uk
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PARK AND ST FRANCIS SURGERY SURVEY QUESTIONAIRE
YOUR VIEWS MATTER
Please highlight your preferred answer and when complete either email it back or print off and place in the
collection box at reception.
Have you had any problems with the following:Getting through on the telephone
YES
SOMETIMES
NO
Speaking to a Doctor on the telephone
YES
SOMETIMES
NO
Speaking to a Nurse on the telephone
YES
SOMETIMES
NO
Obtaining test results on the telephone
YES
SOMETIMES
NO
Making an appointment
YES
SOMETIMES
NO
Which method would you prefer to make an appointment?
INTERNET
TELEPHONE OTHER
COMMENT:
Do you find the Surgery accessible eg parking, wheelchair access?
YES
SOMETIMES
NO
COMMENT:
Do you feel waiting times for an appointment are too long?
YES
SOMETIMES
NO
SOMETIMES
NO
COMMENT:
Do you feel you have enough time with Doctor?
YES
COMMENT:
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Do you feel staff members are considerate, polite and helpful?
YES
SOMETIMES
NO
SOMETIMES
NO
COMMENT:
Are you happy with the surgery opening hours?
YES
COMMENT:
Do you feel you can get an emergency appointment when needed?
YES
SOMETIMES
NO
COMMENT:
Have you had problems with confidentiality and feel others can hear what you say to the receptionist?
YES
SOMETIMES
NO
COMMENT:
Can you usually see the Doctor of your choice?
YES
SOMETIMES
NO
COMMENT:
Do you feel your comments or complaints are listened to?
YES
COMMENT:
Are there any other comments you would like to make?
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SOMETIMES
NO
Park and St Francis Surgery Survey Results
Have you had problems getting through on the telephone?
500 responses
Yes
Most respondents reported no
problems but ... about half of the
respondents sometimes had
problems in getting through by
telephone
No
Sometimes
Have you had problems speaking to a doctor on the telephone?
444 responses
Yes
..... most respondents do not
report problems with speaking to
a doctor on the telephone however there are some who
sometimes do - there may be an
issue that needs addressing
Sometimes
No
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Have you had problems speaking to a nurse on the telephone?
470 responses
Yes
Sometimes
.... A high proportion of
respondents have no problem
speaking to a nurse on the
telephone
No
Have you had problems obtaining test results on the telephone?
412 responses
Yes
Sometimes
.... The majority of respondents
have no problem in obtaining test
results however a small number
sometimes do. This proportion
may be higher if patients
answered "No" rather than not
answering at all because they
never telephone for test results
No
Have you had problems making an appointment?
466 responses
Yes
No
Sometimes
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.... The majority had no problems
making appointments but a good
proportion of respondents
indicated that they sometimes had
had problems making an
appointment
Which method would you prefer to make an appointment?
Other
538 responses
Internet
... The majority prefer to make
appointments by telephone. Not
surprisingly a higher proportion,
about 50%, of patients who
responded to this survey by email
wanted to make appointments via
the internet.
Telephone
This section includes all comments relating to
the
above six question on communication issues and telephone/ internet appointment preferences
Summary of patient comments:
A very significant number who commented in this area indicated that they preferred to come to
the surgery in person and make an appointment because it was easier. In addition, it was
suggested that there might be an appointments only desk at reception.
There were many complaints over the perceived higher cost of the 0844 telephone number
compounded by the cost of waiting to get through on an often busy line. Some did not like the
options and messages before they got through. Also, some did not like to have to wait for a call
back.
A significant number of respondents commented that they wanted to be able to use the internet
to make appointments and some such arrangement should be considered. However, there were
also a significant number who did not have access to a computer and would continue to need to
use alternative methods of making an appointment.
Although not all responses to the first five questions on telephone problems included in the
survey were positive, very few of those who provided a negative response elaborated their
response with a specific comment.
Notwithstanding the above, respondents felt telephone response provided a good and helpful
service – nurse phone triage was singled out for special praise.
Practice response: The 0844 telephone ends in November 2012 and the practice will be
returning to a geographical number. As we are in the process of renewing our telephone
system we will be reviewing practice processes following this survey. The PRG decided that
making appointments on the internet was not a practical option as the practice offer face to face
and telephone appointments.
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Do you find the surgery accessible (e.g. parking, wheelchair access)?
462 responses
No
Yes
...The majority find the surgery
accessible but nearly half of the
respondents sometimes have
issues relating to the accessibility
of the surgery
Sometimes
Summary of patient comments:
A proportion of respondents commented that they had difficulties in entering the practice either
by wheelchair or when entering with a baby buggy.
A good suggestion was to install a doorbell to summon assistance. One respondent had an
issue with disabled parking and getting from the car into the surgery.
Parking was an issue for a large number of respondents and many provided individual
comments. These included:
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lack of space
big problems during the times of the school runs
availability of alternative parking spaces being available at the shopping precinct, at the
back of St Francis, St Boniface and the Richie Hall for Park surgery
The layout of St Francis car park
Practice response: Practice to open the lower reception desk for the disabled and mums at St
Francis Surgery and the practice will review Park Surgery reception area. Consideration of door
bell to be added to St Francis and Park Surgery for patients to gain assistance if required.
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Do you feel waiting times for an appointment are too long?
No
494 responses
Yes
..... About three quarters of
respondents feel that waiting
times for an appointment are
either sometimes too long with
over a quarter feeling that they
are too long
Sometimes
Summary of patient comments:
The majority of respondents feel that waiting times for a particular doctor are too long. However,
if they are prepared to see any doctor the waiting times are acceptable. Furthermore, in an
emergency it is easy to see the duty doctor.
Practice response: Practice is aware that some Doctors have a longer waiting time for routine
appointments. The practice will continue to provide emergency appointments.
Do you feel you have enough time with Doctor?
No
496 responses
..... Although this will vary with
circumstances most respondents
feel they have enough time with
the doctor
Sometimes
Yes
Summary of patient comments:
Most respondents felt that they have enough time with the doctor. However, the 10-minute-oneproblem policy causes concern for some, particularly those who have genuinely more than one
ongoing condition. Perhaps publicising that double appointments are available would go some
way to alleviate most of the concerns.
Practice response: The practice will consider alternative options of informing /educating
patients on best use of consultation times.
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Do you feel staff members are considerate, polite and helpful?
No
490 responses
Sometimes
... The great majority of
respondents were happy with
their dealings with staff members
however a significant number may
have encountered issues
Yes
Summary of patient comments:
The majority of respondents were happy with their dealings with staff. A very small number
recorded issues, but these appeared only to be at times when the reception desk was extremely
busy.
Practice response: All practice staff will continue to provide an excellent service to our
patients.
Are you happy with the surgery opening hours?
No
487 responses
... around a quarter
of
respondents appear to have
... Thewith
majority
were happy
issues
the surgery
opening
with opening hours with
hours
around a quarter of
respondents who sometimes
appear to have issues with
the surgery opening hours
Sometimes
Yes
Summary of patient comments:
Most respondents were happy with current surgery
opening hours. However, there were some suggestions to help improve the service provided,
namely:
 Park surgery to be open all day
 Saturday morning appointments need to be advertised (Surgery opening hours on St.
Francis entrance door show the surgery as being closed on Saturday)
 Earlier and later appointments (particularly for those who work away from home and
cannot meet the current timings)
Practice response: The practice will ensure that notices are publicly displayed informing
patients of our pre-bookable Saturday morning clinic held at Park Surgery.
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Do you feel you can get an emergency appointment when needed?
No
480 responses
Sometimes
... A large majority felt they
could get an emergency
appointment when needed.
Less than a quarter of the
respondents sometimes feel
they either have issues or feel
they cannot get emergency
appointments when needed.
Yes
Summary of patient comments:
In general, respondents to the question on emergency appointments were very complimentary
about the present triage system. However, concerns raised included:
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Difficulty in persuading receptionists that it really was an emergency, to the extent that
they even felt guilty for trying to get the emergency appointment
Not being able to see their regular GP and feeling that locums sometimes treated them
rather superficially
Problems getting urgent appointments at weekend, lunch times, evenings and at Park
Surgery in the afternoon
Being sent home to use the phone system after turning up at the surgery at 8:30 am.
Also the inevitable problem of getting through on the phone
Practice response: The triage system is able to provide an excellent service offering advice
and guidance over the telephone and offering emergency appointment if deemed necessary.
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Have you had problems with confidentiality and feel others can hear what you say to the
receptionist?
493 responses
Yes
... The majority had no problems
with confidentiality, around a third;
indicate they sometimes have
issues regarding confidentiality at
reception
Sometimes
No
Summary of patient comments:
Among those who responded to the
confidentiality question there was widespread concern about other people in the (usually quiet)
waiting areas hearing their medical problems. Specific comments included:
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Not being able to have medical discussions in a private area, and being unaware that
this option was already available - at least at St Francis.
Receptionists being insensitive or too intrusive in their questioning (especially at Park
Surgery)
Suggestions that either Reception is separate from the waiting area, or that the queuing
system behind a line, such as at the Post Office, is used.
Requests that the loudspeaker system for calling patients is changed to avoid telling the
whole waiting room who they are
At Park surgery, where the speakers are indistinct, calling patients twice to avoid
uncertainty for those with less acute hearing.
Practice response: We will ensure that at both surgeries displays a notice informing that
discussions can be held in a private area.
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Can you usually see the Doctor of your choice?
456 responses
No
... Over half respondents indicate
they can get the doctor of choice
however there is a proportion of
patients who feel that this is
sometimes an issue
Sometimes
Yes
Summary of patient comments:
Over half the respondents stated they could access the doctor of their choice. However, a
smaller proportion indicated their dissatisfaction, making the following comments:
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Far too long a wait to see a specified doctor
Waiting for more than four weeks is unacceptable
Feeling frustrated when unable to see their usual doctor
Seeing a locum who is not aware of a patient's medical history is unsatisfactory and
wastes time for both doctor and patient as a history needs to be communicated again
Lack of consistency of care when unable to see the same doctor for a follow-up
appointment
Some respondents named specific doctors as being difficult to access due to being “popular” or
working part-time.
Some respondents indicated that it was not an issue as they had no preference as to which
doctor they see for a consultation.
Practice response: The surgery will continue to provide telephone consultations with the
doctor of your choice.
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Do you feel your comments or complaints are listened to?
No
313 responses
Sometimes
... A minority feel that there is an
issue in the way the surgery deals
with complaints. However, it is not
clear whether the "yes" response
includes patients that have never
complained. Also, a large number
of patients did not answer this
question - these would
significantly increase the "yes"
portion of the response if they
were added to the "yes" side.
Yes
Summary of patient comments:
The majority of respondents stated they had never felt
the need to make a complaint. A few respondents stated they had been registered with the
practice since it opened and have never felt the need to make a complaint.
However, some dissatisfaction was expressed with the following comments:
 One respondent felt “brushed off” with a complaint
 One respondent stated that no significant changes seemed to occur following an annual
patient satisfaction survey
Practice response: The practice will continue to respond to all patient complaints and deal with
them appropriately.
A suggestion/comments/complaints box is being considered for both Park and St Francis
reception areas.
Any significant changes to the practice
The significant service change of the telephone system in November when the contractual
agreements ends with NEG we will revert back to a geographical number inline with best
practice and a change in the clinical system Emis Web.
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