THE BIRCHES MEDICAL CENTRE
42 POLEFIELD ROAD
PRESTWICH
MANCHESTER M25 2GN
Patient Participation Group Report
March 2014
Telephone 0161 773 3037
0161 798 0300
Fax
0161 773 3640
General Enquiries
24 Hour Repeat Prescription Requests
Email
enquiries.birches@nhs.net
Website
www.thebirchesmedicalcentre.co.uk
Practice Opening Times
Monday
Tuesday
Wednesday
Thursday
Friday
08.00am – 6.00pm
08.00am – 6.00pm
08.30am – 7.00pm
08.00am – 6.00pm
08.30am – 6.00pm
If you require help or advice outside the times listed above, please telephone
773 3037 for details of other services available
MARCH 2014
Our Group
We advertised the development of our new Patient Participation Group (PPG)
by various methods. A poster was placed in the reception area of the surgery,
asking patients if they would like to join our PPG. We also placed an
advertisement on our website. We asked patients who visited the practice, if
they would like to join.
We made every effort to try and invite patients from all ethnic, social and
employment backgrounds to ensure that we had a true representation of our
practice population.
When we had collected the names, the Practice Manager wrote to the
patients, inviting then to attend a meeting on Wednesday 5 th December 2012
The letter highlighted how we would like to develop aims and objectives for
the group and how the group would require its own constitution. The letter
also contained contact details of the National Association of Patient
Participation (NAPP).
At the first meeting, there were six patients in attendance, and one apology for
absence, plus two GPs, Nurse Practitioner, Practice Manager and Healthcare
Assistant. The Terms of Reference were agreed and a Chairman and
secretary were appointed.
As we are a small practice, it was felt that the group should be an informal
group and fairly small, as it was felt that if the group became too large, then
decisions may not be made as easily. The group would still be open and
welcome to new members. It was agreed to call the group, The Birches
Patient Participation Group, but for ease, to be known as The Birches PPG.
To date, the group has nine members and we meet on a quarterly basis.
The Birches Medical Centre are continually striving to ensure patient
involvement in the decision making regarding the range and the quality of
services the practice provide. We acknowledge that no patient participation
group will be ever truly representative of the practice population, despite every
effort by the practice and group members to recruit
The group will continue to publicise The Birches PPG by displaying posters in
the reception area, information on the practice website and also on the right
hand side of prescriptions. Clinicians will also continue to encourage patients
to join the group.
MARCH 2014
Age/Sex Distribution
AGE
16-24
25-44
45-64
65-85
86+
SEX
Female
Male
Female
Male
Female
Male
Female
Male
Female
Male
PRACTICE
7%
7%
17%
16%
18%
17%
8%
7%
1%
0%
PPG
0
0
0
0
0.32%
0.16%
1%
1.2%
0
0
Ethnicity
White
Mixed
Asian/Asian British
Black/Black British
Chinese/Chine British
Female
5
0
0
0
0
Male
4
0
0
0
0
Carers
None of our group are registered as carers
Chronic Illness
55% of our group are classed as having chronic illness
Agreed Areas of Priority
The group met in September 2013, to discuss the priority areas for the
practice and also the methods of conducting the survey. The Practice
Manager had obtained a sample questionnaire from CFEP UK Surveys, which
had previously been used by the practice. The group agreed to use the
survey questionnaire as it covered areas that the group felt were a priority,
being access and confidentiality. CFEP UK Surveys are a recognised
company and use a validated reporting tool.
The Survey
The questionnaires required distributing to patients. The patient completed
the questionnaire and posted it in a sealed envelope in the box provided. It
was agreed that reception staff and members of the group would hand the
questionnaires to patients attending for their appointment. It was felt that by
handing out the questionnaires at various surgery times, it may create a more
balanced survey.
A rota was devised with group members, who thought there may be a more
successful return rate of questionnaires, if they were handed out by fellow
patients. Members also thought that they could introduce themselves to
patients, with the hope of recruiting more members to the group. By attending
clinics such as the antenatal, baby clinic and the late evening surgery this
might help to attract more diverse patients from different backgrounds. The
MARCH 2014
Practice Manager devised an A5 leaflet, which group members could give to
patients, explaining the role of the PPG and its objectives.
A date of week commencing 30th September 2013 was agreed for the
distribution of the questionnaires.
A total of 195 questionnaires were handed out to patients, this is the amount
recommended by CFEP, based on our practice list size of 4,300. A total of
178 questionnaires were completed and returned to the practice. In order to
obtain feedback from a representative sample of patients, a minimum of 120
completed questionnaires needed to be returned.
These anonymous questionnaires were then returned to CFEP UK Surveys
for analysis and for a report to be produced for the practice.
The findings and report from the patient survey were distributed to members
of the group and also to members of the practice team. The results were
discussed at a practice meeting, with clinicians and staff on 14th November
2013. The findings and comments from staff and clinicians were collated and
taken, by the GP and Practice Manager to the PPG meeting on 20th
November 2013. The findings from the survey report were discussed and an
action plan was devised.
Survey Findings
Key Findings
 There is limited space/premises/funding to increase GP capacity.
 Unrealistic and sometimes high expectations of patients
 The practices current appointment system mitigates against seeing a
GP within 48 hours, as open surgeries are not counted as bookable
appointments
 83% of all patient ratings were good, very good or excellent
Positive Responses
 Treatment and care the patient received from the GP and clinical staff
 Information available (70%)
 Reminder systems in place (68%)
 Illness prevention (67%)
Least Positive Responses
 Able to see a Practitioner within 48 hours (45%)
 Accessing the practice by telephone ((55%)
 See Practitioner of choice (56%)
 Appointment satisfaction (57%)

The areas we deviated most from the national benchmark were
 To see a Practitioner within 48 hours (17%)
 Appointment satisfaction (11%)
 Reception staff (6%)
 Respect for privacy/confidentiality (6%)
MARCH 2014
Action Plan
Priority for Action
To see a
Practitioner
within 48 hours
Proposed Changes
To offer an open surgery on Wednesday evening
To offer 3 pre-bookable appointment slots within 48 hours
on Tuesday, Wednesday and Thursday
Telephone
Access
The practice are unable to support any extra telephone
lines, both financially or within current staffing levels.
Therefore, staff to use other external lines to dial out, there
by leaving the main telephone line free for incoming calls
Patient
Confidentiality
To look into purchasing an automated self-check in
system at reception. This would reduce the queues at the
reception desk and also speed up the booking in of
patients
Antenatal Clinic
Change of antenatal clinic from Monday morning to
Monday afternoon – to reduce the amount of patients
waiting in the morning, when it is open surgery.
Partially Sighted
Patients
It was felt that the current calling system was not suitable
for partially sighted patients. Reception staff to inform the
clinician, by recording a message on the computer system
and the clinician will then verbally call the patient.
Patients
Comments and
Suggestions
To introduce a suggestion box.
Action Log
Priority for Action
To see a
Practitioner
within 48 hours
Changes Made to Date
We are still looking into offering open surgery on
Wednesday evening
From 17th December 2013 we offered pre-bookable
appointments, 24 hours in advance
Telephone
Access
Staff are now using other external lines to dial out.
Patient
Confidentiality
We are still looking into purchasing a self check-in
system
MARCH 2014
Priority for Action
Changes Made to Date
Antenatal Clinic
There are some slight problems regarding changing the
clinic from the morning to the afternoon, we are trying to
resolve them
Partially Sighted
Patients
Staff were informed of the need to inform a clinician, if a
patient requested to be called
Patients
Comments and
Suggestions
A suggestion box is now available at reception
Here are some of your comments from the survey
I have my mobile number but no messages sent. It would be good to
compliment staff in a written form.
It might be advisable to check we have your correct mobile telephone
number, as text messages are sent on a daily basis. We have
introduced a suggestion box
Sometimes have to queue at the desk to check in, maybe an automated
check in system would ease this.
We are looking into purchasing an automated self check-in system
The open surgery is not working well and it takes too long to wait to see the
doctor. Also when I come to see the midwife there is nowhere to sit as the
waiting room is so full and I have to stand outside to wait.
You may have to wait longer than you expected in open surgery,
unfortunately, we cannot guarantee how many patients are going to
arrive. Please do not stand outside, ask one of our receptionists and
they will provide a chair for you. We are trying to re-arrange the
antenatal clinic to the afternoon, to avoid congestion.
As I have a visual disability the electronic information board calling through to
the doctor is unreadable to me with the colour combination it uses.
Unfortunately, we are unable to change the colour on the information
board. Please inform reception staff when you check in for your
appointment and they will alert the doctor/nurse who will call you
through
Improve waiting times for booked appointments
We are aware that there is sometimes a wait and are addressing this
Nothing to add, very happy with response times and treatment including follow
up appointments
Noted and Thank You!
MARCH 2014
Survey Results
Please find below a copy of the summary report for The Birches Medical
Centre Patient Satisfaction Survey September 2013
MARCH 2014