Bitterne Park Surgery
Patient Participation Report 2012/13
Produced for the Patient Participation DES
2011/2013
This report must be published on the Practice website and a
copy submitted to SHIP PCT Cluster by no later than 31st
March 2013
Introduction
The purpose of the Patient Participation Directed Enhanced Service (DES)
commissioned by SHIP PCT Cluster (serving Southampton City, Hampshire, Isle of
Wight and Portsmouth City) is to ensure that patients are involved in decisions about
the range and quality of services provided and over time, commissioned by their
Practice.
It aims to encourage and reward Practices for routinely asking for and acting on the
views of their patients. This includes patients being involved in decisions that lead to
changes to the services their Practice provides or commissions, either directly or in
its capacity as a gatekeeper to other services.
The DES aims to promote the pro-active engagement of patients through the use of
effective Patient Reference Groups (commonly referred to as PRGs) to seek the
views from Practice patients through the use of a local practice survey.
The outcomes of the engagement and the views of patients are then required to be
published as a report on the Practice website.
This report summarises development and outcomes of Bitterne Park
Surgery’s Patient Reference Group (PRG) in 2012/13.
It contains:
1. Establishing a Patient Reference Group (PRG)
A summary of the recruitment process used to ensure that the PRG is of sufficient
size to be as representative as possible of the Practice population.
2. Method and Process for Agreeing Priorities for a Local Practice Survey
The method the Practice adopted to seek the views of the PRG in determining the
priority areas for the Practice to look at to include in a local practice survey.
3. Details and Results of the Local Practice Survey
A description of the local practice survey and how it was carried out, as well as
details of the survey results.
4. Discussing Survey Results with the Patient Reference Group (PRG)
Details of how the Practice consulted with the Patient Reference Group (PRG).
5. Agreeing an Action Plan with the Patient Reference Group (PRG)
Details of the agreed action plan setting out the proposals arising out of the local
practice survey results and how they can be implemented. Details of any issues that
arose in the survey that cannot be addressed in the action plan and the reasons why.
6. Publishing the Local Patient Participation Report
Details of where this report has been published and also details of the Practice’s
opening hours and how patients can access services.
7. Practice Declaration
Confirmation that the local patient participation report is a true and accurate
representation of the work undertaken to fulfil the requirements of the Patient
Participation DES 2011/13.
Step 1: Establishing a Patient Participation Group
Develop a structure that gains the views of patients and enables the Practice to
obtain feedback from the Practice population e.g. a Patient Reference Group (PRG)
The achievement of this step is dependent on practices being able to demonstrate
that they have proactively encouraged a cross-section of their registered patients to
become part of the PRG (whether successful or not):
Recruiting to the Patient Reference Group (PRG)
1.1 The Practice is required to confirm the process used in order to recruit to their
PRG
 Displayed posters in the Practice advertising and encouraging patients to join the
group.
 Handed out leaflets/flyers to all patients attending the Practice. Flyers
were/are available at reception. All clinicians also handed these out to their
patients.
 Flyers were also given to our Community Nursing Team to hand out to our
housebound patients.
 Paper copies of registration forms displayed in the Practice.
 Wrote an article in the Practice newsletter.
 Added information and a registration link on the Practice website
(www.bitterneparksurgery.nhs.uk)
 Added an invitation message to the right hand side of repeat prescriptions.
(please provide details in point 1.2 below)
1.2 The Practice is required to provide details of all other methods of engaging
patients used:
We decided quite early on that we were planning to set up a “virtual” patient group
using our Practice website to assist us in this work.
The website company have been very good at giving us the automated forms and
pages required to promote this to our patients. Once it was in place on the website,
we promoted this to our patients via posters in the waiting room, Practice
newsletter and flyers/handouts at reception and in clinical rooms via the GP’s and
Nurses.
We also used the right hand side of repeat prescriptions to inform our patients about
our Practice website and to invite them to join the virtual group.
We finally used our two influenza vaccination sessions in October to give out
handouts to all patients. We particularly promoted this to the younger population
during the ‘at risk’ under 14’s flu clinic as this appeared to be the most challenging
group to approach as they rarely come to the surgery.
Practice Nurses further promoted our virtual group to the teenagers during their
sexual health clinics.
The Community Nursing Team were also approached to promote the virtual group to
our housebound patient population. They handed out our flyers.
Practices must strive to engage and encourage feedback from patients that extend
beyond a mix of just age/sex and ethnic origin. These could include patients from
marginalised or vulnerable groups such as elderly patients, patients with a learning
disability or other disability and those with various social factors such as working
patterns, employment status and carers etc.
1.3 The Practice is required to provide a brief summary of the patient groups
represented in the Practices PRG and describe what steps they have taken to
understand their own demographics in order to construct a PRG using a
representative sample of the population.
As at 31st October 2012, we had a total of 61 patients in our virtual patient reference
group (this will hopefully continue to increase) with the breakdown attached at the
end of this report. The group includes 19 males/42 females. It is quite obvious from
these statistics that our virtual group is under-represented by the male population.
The Practice endeavours to promote our virtual group to this population during male
health check clinics and during face to face consultations. Having searched our
clinical software system, statistics reveal that more consultations are held with the
female population. This obviously factors in to our group representation.
Another age group which is under-represented is the under 16’s. We plan to
continue to promote this in our teenage health clinics.
As mentioned above, the GP’s and District Nurses continue to hand out flyers to our
housebound population when visited at home. This method tries to capture those in
the over 85’s age group has we have no patients yet in this category.
Step 2: Method and Process for Agreeing Priorities for the
Local Practice Survey
Agree areas of priority with the Patient Reference Group (PRG)
Component 2
As part of component 2 of the DES, practices are required to agree which issues are a
priority and include these in a local Practice Survey.
The PRG and the Practice will shape the areas covered by the local practice survey.
The areas covered in the local practice survey will, therefore, need to be agreed
jointly based on key inputs including the identification of:




Patients priorities and issues
Practice priorities and issues including themes from complaints
Planned Practice changes
National GP and/or Local Patient Survey issues
2.1 The Practice is required to describe the process it used to seek the views of the
Patient Reference Group in identifying the priority areas for the survey questions
i.e. via email, website etc.
Our virtual patient participation group were emailed at the beginning of February
2012 and were invited to put forward any suggestions for Practice priority areas
which could be used to form the next virtual PPG survey.
During this process, we received a few suggestions from our patient participation
group along with other suggestions put forward from non group members. All
patients accessing our Practice website can leave feedback and/or suggestions.
All comments and suggestions received during February were then put together to
form a survey on agreeing the next priority area to look at.
The ‘picking list’ of priority areas was not only formed from the suggestions of our
PPG and patients but also from written complaints received. Common themes had
emerged which the Practice agreed with its PPG to use to form the next survey.
This survey on agreeing the next priority area for the Practice to review was sent to
our PPG by email towards the end of February 2012.
Appended to this report are the results from the survey on agreeing the Practice’s
priority areas with our PPG.
2.2 The Practice is required to list the priority areas and confirm how these match
those set out by the PRG
Using the responses and suggestions received from our PPG members and from
patients’ comments and complaints, we listed the priority areas and asked our PPG
to rank these in order of their priority/importance.
The results (appended to this report) clearly identified the highest ranking priority
area which related to ‘on-line services’ which incorporated access to booking
appointments on-line and on-line repeat prescription ordering. Please refer to the
results of this survey.
Step 3: Details and Results of the Local Practice Survey
Collate patient views through the use of a survey
Component 3
The achievement of this step is dependent on practices being able to demonstrate
that a local survey has taken place at least once a year and that the priorities were
agreed with the PRG.
The Practice must undertake a local practice survey at least once per year. The
number of questions asked in the local practice survey will be a matter for the
Practice and the PRG to agree. Questions should be based on the priorities identified
by the PRG and the Practice.
3.1 & 3.2 The method used for the survey, the date the survey was issued and the
period in which feedback took place
Referring to the results from the survey completed by our PPG on Practice priority
areas, it was clear from the responses we had received that 53% of the group had
ranked ‘on-line services’ as the highest/most important priority.
When completing the survey, PPG members had the opportunity of expanding their
responses for example they included suggestions of enhanced website features,
being able to book and cancel appointments on-line, being able to request
prescriptions, telephone consultations or update their clinical record.
These items and further comments put forward by the group formed the basis of our
next main survey on ‘on-line services’.
This survey was constructed at the beginning of March 2012. The draft version of the
survey was put forward to our PPG for their approval and/or comments before it was
officially sent out to them via email on the 5th March 2012.
Results and feedback from our virtual patient participation group were received
between 5th March 2012 and 16th April 2012.
3.3 An analysis of the number of patients surveyed and the number of responses
together with the themes emerging from patient feedback
An email to our virtual patient reference group (48 members at that time) was sent
with a link attached to the patient survey on ‘on-line services’ on the 5th March 2012.
Our website company has the facility to detail the responses received from the
survey which are then uploaded and published on the Practice website for all
patients to see (see appended report).
We received 32 responses out of a possible 48. All responses revealed that all
members of our group who responded to the survey were either fairly satisfied or
very satisfied with our current Practice website and found it easy to navigate.
An overwhelming 90% of those who responded wanted the facility of being able to
request repeat prescriptions on-line along with 87% who opted for on-line
appointment booking.
Step 4: Discussing Survey Results with the Patient Reference
Group (PRG)
The achievement of this step is dependent on practices being able to demonstrate
that the PRG has been given the opportunity to discuss the findings and the
Practice has been able to reach agreement with the PRG on changes to service.
4.1 The method used for those discussions and the date that discussions took place
The results of our virtual PRG survey regarding the Practice’s ‘on-line’ services were
published on our Practice website on the 14th May 2012.
All our patients have access to the results of our surveys on our Practice website (we
have also printed off a copy of the results to add to our surgery notice-board).
Furthermore, there is a facility on our Practice website to leave feedback about any
of our services including our survey results.
In addition, an email was sent to our virtual group on the 11th May 2012 informing
them that the results of the survey were now published. Within the email, we also
attached the results as a spreadsheet attachment.
We invited our virtual members to give feedback on the results and to comment on
the Practice’s suggested changes either by email, letter or telephone. We gave our
virtual PPG a deadline of 10th June 2012 to reply/comment on the Practice’s
suggestions before the Practice planned to make its changes.
We received feedback from three of our members during late May agreeing with the
Practice’s suggestions.
4.2 The suggested areas for change (if appropriate). The rationale for agreeing
areas where a change is appropriate and/or not appropriate
The survey revealed that 90% of our virtual group members who responded would
like to be able to order a repeat prescription on-line followed by 87% wanting to
access/cancel appointments on-line.
With this in mind, the Practice suggested to its virtual group that we would try
initially implementing on-line repeat prescribing followed by implementing on-line
appointment booking providing we could ensure total internet security and patient
confidentiality. We invited the group to comment on our proposed changes before
implementing them.
We received feedback from three of our members during late May agreeing with the
Practice’s suggestions.
4.3 The changes that have been agreed with the PRG
Implementing on-line repeat prescribing followed by on-line appointment booking
were the suggested changes put forward by the Practice and which were agreed by
the group before 10th June 2012.
4.4 The areas of significant service change that will impact on the contractual
arrangements and whether the change has been agreed with NHSH (if appropriate)
Not applicable.
Step 5: Agree action plan with PRG and seek PRG agreement
to make changes
Following the discussion in Step 4 the achievement of Step 5 is dependent on
practices being able to demonstrate:
Component 5
As part of component 5 of the DES the Practice is required to agree with the PRG an
action plan setting out the priorities and proposals arising out of the local patient
survey. They are also required to seek agreement from the PRG to implement any
changes and where necessary inform the PCT.
5.1 The actions agreed with the PRG and/or NHSH
Following the survey results and email discussion with our virtual patient group, it
was suggested and agreed that the facility of requesting repeat medication on-line
would be implemented first, followed by on-line appointment booking providing
security and patient confidentiality could be maintained.
The Practice would aim to implement these changes immediately if software allowed
us to.
5.2 An indication of the priorities (if appropriate)
As above.
5.3 The timeframe for implementing the changes
As above.
Step 6: Publicise actions taken and subsequent achievement
Component 6
The achievement of this step will be dependent on practices being able to
demonstrate that they have publicised actions taken and subsequent achievement.
The report should be posted on the practice website, NHS Choices and hard copies
made available for patients in the waiting room. NHSH will require a copy of the
Practice Report which should contain supporting information outlining the
requirements of the DES for each step undertaken. The report should include:
A description of the profile of the PRG
 Steps taken to ensure the PRG is representative of the practice’s patients and
where this has not been possible evidence of action taken to engage with
patients
 Steps taken to agree which areas were included in the practice survey
 Manner in which the practice sought views from their patients and the PRG
 Action plan outlining how the proposals will be implemented, or if
appropriate, why the proposals can not be implemented
 Statistical evidence and summary of findings
 Details of actions, including those of the PCT intend to take (in accordance
with contractual arrangement) in the second year



The opening hours of the practice, methods of access service in core hours
Where the practice participates in the Extended Hours Scheme DES, time and
days of the weekly sessions provided
In the event of a disagreement with the PRG, details and rationale of the
disagreement and why the practice has had to deviate from the action plan
6.1 A description of the profile of the PRG
Please refer to the profile of our Virtual Patient Reference Group at the end of this
report. These statistics have been copied and pasted from our website.
6.2 Steps taken to ensure the PRG is representative of the practice’s patients and
where this has not been possible evidence of action to engage with patients
Please refer to section 1.2 of this report.
6.3 Steps taken to agree which areas were included in the practice survey
Please refer to section 2 of this report.
6.4 Manner in which the practice sought views from their patients and the PRG
Please refer to section 4 of this report.
6.5 Action plan outlining how the proposals will be implemented, or if appropriate,
why the proposals cannot be implemented
Please refer to section 5 of this report.
6.6 Statistical evidence and summary of findings
Please refer to our Practice website for results of all our surveys:
(www.bitterneparksurgery.nhs.uk)
In addition, the results are also attached to this report. Please also refer to section 4
of this report.
6.7 Details of actions, including those of the PCT intend to take (in accordance with
contractual arrangement) in the second year
6.8 The opening hours of the practice, methods of access service in core hours
Patients can access our services between our core hours which are every weekday
from 8.00am to 6.30pm. Our out of hours service commences from 6.30pm to
8.00am each evening.
6.9 Where the practice participates in the Extended Hours Scheme DES, time and
days of the weekly sessions provided
We operate our extended hours sessions every Monday evening from 6.30pm till
8.00pm, every Wednesday morning from 7.30am till 8.00am and every other
Saturday morning from 9.00am till 1.00pm.
6.10 In the event of a disagreement with the PRG, details and rationale of the
disagreement and why the practice has had to deviate from the action plan
N/A
7. Practice Declaration
The Practice confirms that the above report is a true and accurate reflection of the
work undertaken as part of the Patient Participation DES 2011/13.
Signed and submitted to the PCT and published on the Practice website on behalf
of the Practice by:
Name: Miss Helen Whatmore
Designation: Practice Manager
Signed: Helen J Whatmore
Date: 31st October 2012
FOR PCT USE ONLY
Date Report Received by the PCT: _________________________________ Receipt
Acknowledged by: ______________________________________
Report published and evidenced on Practice website by required deadline:
______________________________________________________________
PPG & Survey Results Report
Patient Reference Group
The patient group comprises 61 members
Distribution Details
Attendance
Gender
Ethnicity
Age
Priority Areas for Bitterne Park Surgery
Number of Responses: 28
Please tick ONE BOX ONLY to indicate the area you would like us to look at next.
Appointment system 28%
Telephone access 7%
On-line services (appointment booking/repeat prescriptions) 53%
General review (premises, staff, parking, etc) 10%
Any other areas (please list) 0%
No response 2%
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male 35%
Female 60%
No response 5%
What age are you?
Under 16 0%
17 - 24 3%
25 - 34 17%
35 - 44 25%
45 - 54 21%
55 - 64 21%
65 - 74 10%
75 - 84 0%
Over 84 0%
No response 3%
What is the ethnic background with which you most identify?
White British 85%
White Irish 0%
Mixed White & Black Caribbean 3%
Mixed White & Black African 0%
Mixed White & Black Asian 0%
Indian 0%
Pakistani 3%
Bangladeshi 0%
Black Caribbean 0%
Black African 0%
Chinese 0%
Other 7%
No response 2%
How would you describe how often you come to the practice?
Regularly 46%
Occasionally 46%
Very Rarely 7%
No response 1%
Survey Results
On-line Services
Number of Responses: 32
Q1. How useful do you find our Practice website?
Very useful 37%
Fairly useful 50%
Not at all useful 6%
No response 7%
Q2. How easy do you find our Practice website to navigate?
Very easy 46%
Fairly easy 43%
Neither easy or difficult 3%
Difficult 0%
Very difficult 0%
No response 8%
Q3. Would you like to see more information/services on our website? If so, please
list:
Yes 46%
No 43%
No response 11%
Q4. Are you aware that you can cancel your appointment with either the GP or
Nurse on-line?
Yes 28%
No 68%
No response 4%
Q5. Would you like to be able to book your appointment with the GP on-line?
Yes 87%
No 9%
No response 4%
Q6. If you could book an appointment on-line with the GP, would you like to be
able to make your appointment:
The next day 12%
Few days time 15%
1 week in advance 12%
2 weeks in advance 12%
1 month in advance 9%
All of the above 71%
Q7. Would you like to be able to order your repeat prescription on-line?
Yes 90%
No 6%
No response 4%
Q8. Are there any other services you would like to use on-line?
Yes 21%
No 65%
No response 14%
Please list below the on-line services you would like to use via our website
To help us analyse your answers please tell us a few things about yourself:
Are you male or female?
Male 31%
Female 59%
No response 10%
What age are you?
Under 16 0%
17 - 24 3%
25 - 34 12%
35 - 44 28%
45 - 54 21%
55 - 64 21%
65 - 74 9%
75 - 84 0%
Over 84 0%
No response 6%
What is the ethnic background with which you most identify?
White British 81%
White Irish 3%
Mixed White & Black Caribbean 0%
Mixed White & Black African 0%
Mixed White & Black Asian 0%
Indian 0%
Pakistani 3%
Bangladeshi 0%
Black Caribbean 0%
Black African 3%
Chinese 0%
Other 6%
No response 4%
How would you describe how often you come to the practice?
Regularly 43%
Occasionally 46%
Very Rarely 6%
No response 5%
Many thanks for taking the time to complete our survey
Kind Regards
Your Practice Team