Fieldhead Surgery
65 New Road Side, Horsforth LS18 4JY
Telephone: 0113 2953410
Fax: 0113 2953417
Patient Participation Report 2013-2014
1.
Establishing the Patient Reference Group (PRG)
How the PRG was established
The Practice has a ‘Virtual’ group which was formed in 2011. A few members have
left due to them moving away from the Surgery but there are still over 60 members
and all registered patients are eligible to join. The Practice continues to have
recruitment exercises from time-time.
Practice Profile
The total registered practice population is 5059. This is made up of 2506 (49%)
males and 2553 females (51%). Over 95% of patients are white British who speak
English as a first language.
Age/Sex Profile
450
400
350
Numbers
300
250
Males
200
Females
150
100
50
0
0-4
5-16
17-24
25-34
35-44
45-54
55-64
65-74
75-84
85-89
90+
Years
Figure 1: Age/Sex profile of the patients registered with Fieldhead Surgery
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Patient Reference Group Profile
The PRG currently has 63 members. There are 15 (24%) males and 48 females
(76%). 96% of the members are white British which is in proportion to the
registered list size.
Patient Reference Group Age/Sex Profile
12
10
Number
8
Males
6
Females
4
2
0
0-4
5-16
17-24 25-34 35-44 45-54 55-64 65-74 75-84 85-89
90+
Years
Figure 2: Age/Sex profile of the Fieldhead Surgery PRG
Ensuring representative membership
The Yorkshire Public Health Observatory determined Fieldhead Surgery to be “A
predominately white and urban-town dwelling practice population that has average
percentages of patients aged 0-14 years old and 65 years and over. Slightly below
average levels of income deprivation.” It also showed that the Practice has a high
percentage of working professions with a healthy diet and lifestyle. The Practice
has a stable population and the majority of patients have been registered with the
practice for many years. There are only very small numbers of housebound
patients, carers, people resident in nursing homes or drug users.
All patients registered with the Practice are eligible to join the PRG and the
Practice will continue to advertise this throughout the next year.
The PRG is well represented in terms of age and sex although males are
underrepresented in some groups compared to females. Representation of ethnic
minorities is in proportion to the practice population.
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2.
Establishing priority issues
The patient participation group were asked if there were any areas they thought
should be included in the survey. The responses were based largely upon the
members own experiences over the year.
A draft survey was produced by the Practice that included key areas such as
access, opening times and premises.
The main new area to be incorporated was regarding Bereavement and the
Practice response to the patients family (where they are registered as a patient).
Another suggestion was regarding the repeat prescribing system. A member of the
group had heard that there had been problems with some patients obtaining repeat
prescriptions from the surgery although the practice had not had complaints
regarding this. It was decided to ask patients whether they knew hot to obtain
prescriptions rather than ask patients whether they had problems. The Practice
have agreed to keep a log at reception of any problems with repeat prescription
requests so that the Practice can follow this up.
One suggestion was regarding the playing of music, but this had been covered in
previous years and was not included as the practice uses this to help with patient
confidentiality.
3.
Collecting the views of the wider Practice population
Once the survey had been agreed by the PRG, the survey was distributed within
the Practice over a 4 week period. Any patient attending the surgery for any
reason was asked to complete the survey. This method was undertaken as it was
thought it would give a more representative view of patients.
The practice received 101 returned surveys. The return rate was slightly higher
than the previous year.. It appears that the return rate is higher if the patients
attend the reception desk rather than booking in at the automated check-in unit.
The Practice will consider this for future surveys and discuss with the PRG whether
to turn off the automated check-in during times of survey distribution.
As the number of results was very similar to last year the Practice thought that this
would enable a good comparison year on year.
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4.
Survey Results
The results of the survey were collated and distributed to the PRG. The PRG were
invited to comment and feedback their ideas to incorporate in to an action plan.
Not
used/needed
Strongly
Disagree
Disagree
Neither agree
nor disagree
Agree
Strongly
Agree
The following is a summary of the survey results:
If I need an urgent appointment I am
usually seen the same day
16%
2%
3%
2%
49%
23%
If I need a non-urgent appointment I am
usually seen within one week
0%
0%
0%
2%
45%
47%
I able to speak to a doctor on the
telephone when necessary
28%
0%
0%
5%
37%
24%
The practice is easy to get to
0%
0%
1%
36%
58%
The practice is clean and tidy
0%
0%
0%
53%
42%
Overall I think the practice is welcoming
0%
0%
9%
49%
37%
The staff are friendly and approachable
1%
0%
3%
41%
49%
The staff show respect for privacy and
confidentiality
The staff try their best to be helpful even
if they cant exactly give me what I want
I feel like I understand the process for
ordering repeat prescriptions and other
medication
Clinical care
1%
2%
1%
45%
45%
0%
1%
2%
39%
44%
0%
4%
7%
39%
44%
I feel listened to by the clinical staff
0%
0%
0%
49%
46%
Clinical staff treat me with dignity and
respect
The clinical staff communicate their
message clearly and effectively
I am confident in the treatment I
receive from the clinical staff
0%
0%
0%
47%
48%
0%
0%
0%
49%
45%
0%
0%
2%
47%
44%
I am happy with the clinical care I
receive
I was kept informed if there were
delays on the day
0%
0%
2%
45%
46%
4%
5%
23%
36%
23%
Appointments
Our Surgery
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Bereavement – The practice would like to support our patients through times of
bereavement. In which way do you think we should approach patients at this difficult
time?
Wait for the patient to approach the
practice if they need support
Using an informal approach, perhaps
by sending a bereavement card with
a list of resources available allowing
the patient to contact us in their own
time should they wish
Directly contact the patient by
telephone to offer an appointment
with a GP
3%
14%
22%
28%
15%
1%
3%
21%
41%
12%
6%
15%
34%
11%
9%
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5.
Development of an action plan
The Practice emailed the PRG with a summary of the results of the survey to
prompt feedback and suggestions for areas of improvements.
Generally the results of the survey were an improvement on the previous years
results. The two new areas of consideration – regarding repeat prescriptions and
bereavement are the areas that the practice is able to action and the options for
these were emailed to the PRG for comment.
As a result of the feedback from the PRG, the following actions have been agreed:
Action
Continue to advertise the Patient
Reference Group to patients
Reason
To ensure the Patient Reference
Group is representative of the
Practice Population
Continue to advertise the online
We did not achieve our goal of 10%
prescription request and appointment of the practice population to be
booking service
registered for the service so will
continue to promote the service to
increase the current uptake
Produce a leaflet explaining the
Anecdotal comments regarding
repeat prescription process
dissatisfaction with the repeat
prescribing process
Keep a log of
Anecdotal comments regarding
comments/complaints/problems in
dissatisfaction with the repeat
connection with the repeat prescribing prescribing process
process and review and feedback to
the PRG
Develop a list of resources for
The survey showed that the preferred
patients to be able to use in times of
response to patients following a
bereavement and implement a
bereavement would be an informal
process for contacting patients at this approach with a list of available
difficult time
resources.
6.
Updating the plan following achievement of actions
The Practice will also advertise the action plan and update this report as actions
are achieved.
This is a summary of the progress from last years survey results and action plan.
You said:
You did not want to use an automated
telephone system for appointments
and prescriptions but really like the online system
We did
Continued to advertise the service and enrol
patients upon request
We increased the number of patients
registered to use the system to 9.2% of the
practice population
We set a target of 10% of patients to be
registered to use the on-line system. We
increased the
For information purposes:
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Our current opening hours
Monday
Tuesday
Wednesday
Thursday
Friday
8.00am to 7.00pm
8.00am to 7.00pm
8.00am to 9.00pm
8.00am to 7.00pm
8.00am to 7.00pm
Patients can make appointments by telephoning or calling in to the practice. The
Practice also offers online facilities to book appointments and request repeat
prescriptions.
Extended opening hours
We currently open on Wednesday evenings 6.30 – 9.00pm to offer appointments
for those patients who find it difficult to attend during normal opening hours.
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