Bramblehaies Surgery
Patient Participation DES - Local Participation Report
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A.
Confidentiality Notice
This document and the information contained therein is the property of the partners at
Bramblehaies Surgery.
This document contains information that is privileged, confidential or otherwise protected from
disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed
without the prior consent in writing from the partners at Bramblehaies Surgery.
B.
Document Details
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Organisation:
Current Version Number:
Current Document Approved By:
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C.
Document Revision and Approval History
Version
V1
Tracey Worley, Practice Manager
Bramblehaies Surgery
V1
Drs Straughan, Bodger, Roberts and Harper
Monday 24th March 2014
Date
21-03-2014
Version Created
By:
Tracey Worley
Version Approved By:
Comments
Drs Straughan, Bodger,
Roberts and Harper
Page 1 of 6
Bramblehaies Surgery
Local Patient Participation Report
Date Published: Tuesday 25th March 2014
A description of the profile of the members of the PPG:
Bramblehaies Surgery’s patient participation group members remain strong and committed to
the surgery.
Membership of the participation group remains as:
Female, 26 years old, ethnicity status not declared
Female, 59 years old, White British
Female, 75 years old, ethnicity status not declared
Female, 59 years old, ethnicity status not declared
Female, 46 years old, ethnicity status not declared
Female, 51 years old, ethnicity status not declared
Female, 71 years old, ethnicity status not declared
Male, 63 years old, ethnicity status not declared
Male, 62 years old, ethnicity status not declared
Male, 76 years old, ethnicity status not declared
Male, 80 years old, ethnicity status not declared
Male, 74 years old, ethnicity status not declared
Male, 82 years old, ethnicity status not declared
Categories of patients include carers, a young mum, retired ladies and gentlemen and working
class patients. A broad spectrum of ages and a balance of male/female. Patients represented
cover a wide spectrum of chronic and mild health conditions and who visit the practice on
occasions: we were fortunate to obtain representation by one member who rarely visits the
practice; all views and comments are embraced.
The survey, this year, was based on the IPQ (Improving Practice Questionnaire) – a questionnaire
the practice has utilised for the previous four years; all patient feedback and suggestions via the
website and comments box in the waiting room; A further detail on each individual aspect of the
survey is noted later on in the report.
The PPG group membership also includes representation from the practice, namely a
receptionist, Practice Manager and a GP.
Page 2 of 6
A description of what steps the Practice has taken to ensure that the PPG is representative of
its registered patients and where a category of patients is not represented then what steps
have been taken by the Practice in an attempt to engage with those patients:
The practice continues to make a concerted effort to engage patients from all walks of life,
including the “hard to reach” patients of ethnic minority/disabled. This is achieved through a
variety of advertising methods:1. A dedicated slide is noted on the TV in the waiting room
2. A dedicated area on the practice website about the group and requesting volunteers to
join
3. GPs continue to actively hold conversations with some patients during consultations,
especially those deemed “hard to reach”
A description to be entered in and around how the Practice and the PPG determined and
reached an agreement on the issues which had propriety within the Local Practice survey:
The practice continually seeks views from patients in various ways, in an effort to accommodate
those that wish to share their views electronically, hand written or verbally.
The following was undertaken:
1. An automatic reply message was set up for all patients who request repeat prescriptions
online, to seek their views about the practice and suggestions for improvement.
2. A comments and suggestions box was placed in the waiting room with paper and pens
handy to capture those attending the surgery
3. The practice website also contained a section seeking patient views, of which the generic
email address was suggested as a means of communicating suggestions for improvement.
4. Patients are continually encouraged to share their views verbally with anyone in the
practice at any time.
The above methods, albeit the first one, has continued.
The practice received a good response from the national questionnaire utilised this year which is
targeted at 200 patients attending the practice for a pre-booked appointment.
The practice, again, shared all the feedback we had thus far received, via an easel, which was
placed strategically as a focal point in the waiting room. The views, comments and suggestions
were placed (anonymously) throughout the month of March 2014.
Page 3 of 6
A description of how the Practice sought to obtain the views of its registered patients
The questionnaire, this year, was targeted at patients who visited the practice:1. Copies were left at the reception desk and in the waiting room, with pens available,
enabling patients to complete and hand in.
2. 200 consecutive patients were also asked to complete a questionnaire during their visit to
see their GP during the month of November 2013.
A description of how the Practice sought to discuss the outcomes of the local survey and the
Practice’s action plan together
The practice received 191 completed questionnaires.
The results were perused and prepared for presentation to the Patient Participation group, via a
power point presentation on the practice TV screen. A hard-copy was also included to enable the
viewing on the night of the meeting. This included statistics, easy-to-understand bar charts, and
all patient comments.
A PPG meeting was held on Thursday 20th March 2014 commencing at 7:30pm, to ensure as
much attendance as possible; unfortunately only four members attended. The results were
shared and an action plan agreed together.
As the practice had not been informed of the unavailability of some members to attend the
meeting the results were shared with those members after.
Page 4 of 6
A description of the findings or proposals that arose from the local Practice survey and what
can be implemented and if appropriate reasons why any such findings or proposals should not
be implemented
The meeting evoked some detailed discussions on the results of the survey, with the following actions agreed:
1. Consider a better way to note to patients GPs who are running late (perhaps white
board) within 3 months
2. Provide patients with information on the appropriate use of A&E, MIU, GP Surgery and
pharmacy to assist their use of the relevant services – an appointment with the GP is not
always necessary. This action to be undertaken within 6 months (in time for the winter)
3. Explore the frequency of late attendees to pre-booked appointments to consider an
appropriate method of dealing with them – this was noted as difficult to enforce as
sometimes GPs find it hard to run to time.
4. Review the content of the slide show again, reducing the content on each slide enabling
the print to be larger, but offering the option of asking for further information at the
reception desk. This action to be undertaken within 3 months
A summary of any evidence including statistical evidence relating to the findings or basis of
proposals arising out of the local Practice survey:
The full results are attached within the files below:
Patient
Questionnaire Results 2013-2014
The comments that were received can be viewed by visiting the practice.
A Description of the action which the Practice, the PCT 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.
Page 5 of 6
Conclusion
Bramblehaies Surgery continues to work with both their patient groups and actively encourage
patient feedback. The agreed action plan and achievements will continue to be posted on the
website and in the patient waiting room with a view to meeting the patient participation group
again in 6 months’ time.
This full report has been posted on the practice website www.bramblehaiessurgery.co.uk and in
the surgery waiting room
A description of the opening hours of the Practice premises and the method of obtaining
access to services through the core hours:
Bramblehaies Surgery is opened Monday to Friday 8:30am until 6:30pm. Patients are able to make
appointments via telephone or visiting the surgery. Prescriptions can be requested daily, either via the
online service on the practice website, visiting the practice, faxing the practice, or alternatively
telephoning the practice. Telephone prescription requests are requested after 10:30am daily allowing
urgent visit requests to occur first thing in the morning.
The practice actively holds a duty-doctor surgery on a daily basis; this is reserved for patients who feel
they have an urgent need to see a doctor that day, and are unable to wait until a routine appointment is
available.
Nursing/Health Care Assistant appointments are available 8:30am until 7:00pm daily.
A description of any extended opening hours that the Practice has entered into and which
health care professional are accessible to registered patients.
Evening surgeries are also held daily, with appointments available from 6:30-7:30pm, these are prebookable, but reserved for workers who find it difficult to attend at other times of the day. A GP provides
these surgeries, with nursing support available (although individual appointments with nurses are not
available after 7pm).
Page 6 of 6