Three Swans Surgery
Patient Participation Group Report and Summary of Survey Results 2012 – 2013
Introduction:
The Patient Participation/Reference Group continues to support the surgery by helping to improve our
quality of care and shaping our services for our patients. They also organise a range of interesting
talks and events throughout the year:21.3.12
21.6.12
26.9.12
12.12.12
11-15.2.13
Research Projects in the Practice – an update by Dr Michael Moore
The Macmillan Service – a talk by Hilary Cross, Director of Macmillan’s External Affairs
Common Skin Conditions and How to Recognise Skin Cancer – Dr Hugh Bond
Healthwatch in Wiltshire – Dot Kronda, Wiltshire Council |Programme Lead for Inclusion
Healthy Living Campaign week - supply of fruit and vegetables, along with Health
Promotion literature and recipe suggestions in the waiting rooms
Forthcoming Events
30.4.13
Recovering from Addiction or Substance Misuse – A talk by Andrew Davidson, Wiltshire
Addictions Support Project
The Surgery Population:
We have 8,361 registered patients of which 3948 are male and 4413 are female. We have 602
patients aged 0-5, 886 aged 6-15, 3060 aged 16-44, 2266 aged 45-64, 753 aged 65-74, 287 aged 7579, 409 aged 80-89, 96 aged 90-99 and 2 patients over 100!
In the main, our patients live in the city and suburbs of our market town.
The office for National Statistics told us that they do not have up to date data available yet but the
older figures tells us that:96% are white and the vast majority of ethnic minorities are white Irish and European, however we
are aware this information is out of date as we now have patients from China, Czech Republic, India
and the Philippines.
63% of our patients describe their health as good but 11% described as not good.
11% are retired
5% are disabled or have long term conditions
We have 177 carers listed, an increase of 66 from last year’s 110 listed.
Patient Participation/Reference Group Recruitment:
To attract all groups of patients, of all ethnic origins, disability and gender, we advertise on our waiting
room screens, put posters up in the surgery and on our website. We also include information about
the Patient Participation Group and Reference Group in all our new patient registration packs, which
includes a form inviting patients to complete to join either the Patient Participation or Reference
Group or both. We also put articles in our newsletters and recruit during flu clinics while large
numbers of patients are coming in to the surgery and especially try to attract members from the
minority groups, such as disabled patients. The doctors and nurses, when appropriate, also invite
patients to join.
We are holding a Carers Clinic on Tuesday 9 April 2013 where the Patient Participation Group will be
attending, along with Carers for Wiltshire and we hope to recruit new members from this minority
group too. We also try to recruit new members from the events organised by the PPG when different
groups of patient attend.
Profile of the Patient Participation/Reference Group:
Over the last year we have managed to increase our Patient Reference group from 170 members to
368, especially from the younger age bracket, and we have also increased our Patient Participation
Group from 20 to 34 members, which includes 1 wheel chair bound member, 1 with a learning
disability and 2 of other ethnic members. The Reference Group demographics are made up of 161
male and 207 female. We have 55 aged under 16, 9 aged 17-24, 27 aged 25-34 37 aged 35-44, 44
aged 45-54 60 aged 55-64 95 aged 65-74, 33 aged 75-84 and 8 aged 84 and over.
This group is made up of 356 White British, 5 White Irish, 1 Black African, 3 Indian and 3 Other ethnic
origin.
317 reference group members attend the surgery occasionally, 50 attend often and 1 very rarely.
Under Represented Groups:
Although we have increased our membership in both groups, we are aware that we need to
encourage all areas of the community to join, especially our ethnic minority and disabled patients. We
will carry on recruiting by advertising on our website, using our waiting room screens, giving all new
patients information, organising events and encouraging patients to join when we have our annual Flu
and Carers clinics
Patient Survey Priority Areas:
In order to identify this year’s priority areas, we organised a PPG group meeting on the 12 December
2012 Chaired by Margaret Roper, Chair of the PPG, and invited patients from both groups by e-mail
or by letter. We also advertised this event on our website and in the surgery.
This year the PPG wanted to follow up on last year’s survey to find out if patients felt our Telephone
Triage service was working well following its introduction last year. Following a patient’s experience
of receiving a “satisfactory” cholesterol result, it was decided to check if other patients would like
more information, i.e. the actual reading when obtaining their results. Therefore, they wished to
include this question. This information would also be useful for finding out patients’ experience of
arranging X-rays and obtaining results.
As the Receptionists have such an important role in the surgery, the group wished to include a
question about the helpfulness of the receptionist. The final questions decided upon were:



How helpful were the receptionists
Is the Telephone Triage Service working well
Blood tests and X-rays – how easy is it to access an appointment
Obtaining and Quality of receiving test results
Last year’s action plan was reviewed and discussed and all action points had been achieved.
Action Plan 2012
AIM
To make more patients aware of
the Telephone Triage Service
ACTION
Advertise in the practice leaflet
and give prominence on practice
website
Write an article advertising the
service for the next practice
RESULT
Achieved
To advertise further the early
morning, later evening and
alternate Saturday morning
appointments
To ensure patients know their
options if they need advice or to
see a doctor when the surgery is
closed
Encourage patients to see two
doctors in the practice so there is
always one they know if their
usual doctor is away.
newsletter.
Action by CC and CG
To be completed by end of April
2012
Information already on the website
Put up notices in the waiting
rooms and receptionists to inform
patients opportunistically.
Action CG to put up notices
within 1 week and brief
Reception team at their next
planned meeting.
This information is on the practice
website, on our practice leaflet and
on our surgery door but include an
article in the next practice
newsletter too.
Action CC
Highlight in the practice leaflet for
new patients registering.
GPs to encourage the “buddy
system” with any patient who they
know who usually only sees them.
Completed 30/4/12
Achieved
Achieved
Achieved
Achieved
Questionnaire:
Following the meeting with the PPG, we created our survey questions, (adapted from GPAQ). All
members of the Reference group were e-mailed, with the link to our website, asking them to take
part, members of the Participation group were sent copies of the questionnaire and paper copies
were handed to all patients who came in to the surgery over a three week period from 7 January to 27
January 2013. We received 249 responses. 134/268 virtual group members responded and 115/232
patients responded who visited the surgery. All the responses were collated on the “My surgery
website survey facility”. (The paper copies completed by the patients attending the surgery were
entered onto the Website survey by a Law Graduate Temp employed for this role).
.
Respondents:
Disappointingly, there were no under 16 who responded, 3% 17-25, 9% 25-34, 12% 35-44, 16% 4554, 12% 55-64, 20% 65-74, 14% 75-84, no response from over 84 and 14% did not leave their age.
The responding group was made up of 43% male and 52% female of whom 91% were White British,
1% other and 8% did not leave their ethnicity. Of these 35% come regularly to the surgery, 43%
occasionally, 16% very rarely and 6% did not respond to how often they come to the surgery.
Meeting to seek the views of the PRG/PPG on the findings of the Patient Survey Results:
The results of the survey were published on our website and after discussing a suitable meeting date
with Margaret Roper, Chair of the PPG, all members of both the Patient Participation and Reference
groups were invited to attend by e-mail or letter. Additionally, information was advertised on the
waiting room screens, posters were put up around the surgery and flyers left at reception, inviting all
patients to come along to hear Dr Bond present the results.
Agreeing and Consulting on the Survey Results and Action Plan:
The meeting was held on Thursday 7 March 2013 at 6.45 p.m. at the surgery. This was attended by
7 PPG members, 1 Reference Group Member 1 Partner and 3 members of staff.
Dr Bond went through each question and presented the findings below:
Summary of the Results:
Do you find our Receptionists welcoming and helpful?
Last year we introduced our Telephone Triage Service for patients
who feel they need to be seen on the day. Have you used this service?
If you have used this service how satisfied were you
Yes 98%
No 1%
No response 1%
Yes 53%
No 44%
No response 3%
Very satisfied 36%
Satisfied 13%
No response 48%
In the past year if your doctor referred you for a blood test where was it carried out?
Surgery 37%
Hospital 25%
No response 38%
How easy was this to arrange?
Very easy 43%
Easy 16%
Not easy 1%
No response 40%
How easy was it to access the results?
Very easy 25%
Easy 26%
Not very easy 4%
No response 45%
Were you satisfied with how the results were explained to you?
Very satisfied 34%
Satisfied 22%
Not satisfied 4%
No response 40%
If your doctor referred you for an x-ray how easy was it to arrange?
Very easy 27%
Easy 9%
Not very easy 0%
No response 64%
How easy was it to access the results?
Very easy 19%
Easy 14%
Not very easy 2%
No response 65%
Would you recommend The Three Swans Surgery to your family or friends?
Yes 85%
No 2%
No response 13%
Agreeing and Consulting on the Survey Results and Action Plan:
The group was pleased with the results of the survey overall. 98% of the survey responders found
the receptionists welcoming and helpful and this was upheld by the Group. 97% of patients who
responded who had used the Telephone Triage service was either satisfied or very satisfied and the
group’s experience of the service was that it seemed to be working really well. One member
commented that it was comforting to know if you were unwell you could speak to a doctor, almost
straightaway. Dr Bond explained calls could vary in response time depending on the urgency but no
patient should wait longer than about half to one hour for a call. He also explained that this service is
not a barrier to see a doctor at all, but a more efficient way of dealing with urgent problems and if the
duty doctor felt a patient needed to be seen, they would be asked to come down to the urgent clinic,
which has appointments specifically for this purpose.
Blood taking results were discussed and some felt the hospital had more expertise, but others felt the
surgery was as good. Most of the group come to the surgery to have their bloods taken which
corresponds with the survey results and all agreed it was not normally a problem to make an
appointment and there was not usually a problem to obtain the results. Everyone agreed, as with the
survey, that they were satisfied with how the results were explained but that they would like more
information when being given, for example, their cholesterol or PSA results. They would prefer this
rather than a result of ‘satisfactory’ or ‘within normal range’ and also would like all the doctors to be
consistent. The group asked how long and when after a test should patients contact the surgery and
where to find this information. Charlotte Gilbert, Practice Manger, told the Group that all consulting
rooms have “Phoning for results” slips for clinicians to hand out to patients giving information on how
to obtain the results of tests. It is also on our surgery leaflets, website and the information slips are in
the waiting rooms.
Dr Bond explained how x-ray referrals were sent off and that these results would take a bit longer to
come back.
Dr Bond read and discussed some additional comments from the survey. The Group were pleased
that the feedback was, on the whole, very positive. One comment precipitated Dr Bond explaining
the procedure of how referrals are sent to hospitals and how they are chased up, if necessary.
A survey suggestion that a ‘European’ category should be added to the ethnicity section of next
year’s survey which will be acted on.
It was also decided a clearer procedure of how to obtain results was required (see Action Plan
below).
Resulting Action Plan for 2013 as Agreed at the Survey Meeting
AIM
ACTION
More details and consistency on patient’s results.
Doctors to add cholesterol and PSA numbers as
standard
Dr Bond to inform Partners at the next Partners
meeting.
Information to be added to locum information
pack
Reception to be advised figures for Cholesterol
and PSA will be added to patients’ results and
can be given to the patient.
Action by HB and CG by 30.4.13
Clearer instructions on how to obtain results
Make sure the Information slips are given to
patients, during consultations, by the doctor or
nurse as well as verbal information of when and
how to obtain results. Make sure notices in
waiting room, on the waiting room screens and
on our website are clearer for patients
Action by CG
‘European’ category added to the ethnicity
section of next year’s survey
All actions to be reviewed at the next meeting of
the Patient Participation Group
Action by CG
Our practice is open to new patients
Our opening hours are:Monday
08.00 a.m. – 7.30 p.m.
Tuesday
08.00 a.m. – 6.30 p.m.
Wednesday
08.00 a.m. – 6.30 p.m.
Thursday
08.00 a.m. – 6.30 p.m.
Friday
07.30 a.m. – 6.30 p.m
Saturday (alternate) 08.30 a.m. – 11.00am
Patients may book appointments with doctors or nurses by ringing the surgery appointment line on
01722 333161 or 01722 333548 or by calling in to the reception desk. We offer face to face
appointments and telephone appointments. If you require a same day appointment, you will be put in
for a telephone triage call by the duty doctor who will assess your symptoms and help decide what
the best course of action is. This may consist of telephone advice, arranging an assessment in our
urgent clinic by one of the doctors or nurses, arranging an appointment to be seen at another time or
arranging other tests or referrals.
We are working towards being able to offer electronic appointments in the near future.
Extended Opening Hours – additional appointments available with a doctor
Monday
6.30 p.m. – 7.30 p.m.
Friday
7.30 a.m. – 8.00 a.m.
Alternate Saturdays
8.30 a.m. – 11.00 a.m.
All doctors participate in the extended hours rota.
Named Doctor
Please ask the receptionist if you would like to see a named doctor or nurse.