| 1. A description of the profile of the members of the PRG * For example the age, sex and ethnicity profile of the Provider’s population and the PRG. (Component 1) |
| The members of the Wincanton Patient Participation Group (PPG) are: aged 78 male white, aged 70 male white, aged 78 female white, aged 64 male white (registered disabled), aged 63 female white (registered deaf), aged 71 female white, aged 72 male white, aged 67 female white, aged 75 male white, aged 72 female white, aged 73 female white, aged 63 male white, aged 64 female white and aged 31 female white. The following is a breakdown of the practice profile: The practice has a small proportion of Polish and Portuguese patients. Age groups 0-9 10-19 20-29 30-39 40-49 50-59 60-69 70-79 80-89 90-99 100+ Males 472 431 440 435 597 586 598 365 193 24 1 Females 478 431 475 458 512 600 581 394 276 83 2 Total both sexes : 8432 |
| 2. Steps taken by the Provider to ensure that the PRG is representative of its registered patients and where a category of patients is not represented, the steps the Provider took in an attempt to engage that category * The variations between Provider population and PRG members * How has the Provider tried to reach those groups not represented? (Component 1) |
| The Patient Participation Group (PPG) was started in 2004 and various efforts have been made to widen the representation of the group. Information about the PPG is included in the practice Leaflet given out to all new patients and there is also information on the website about the PPG and how to join. The group organises regular Patient Information Evenings and the Chair always tells the audience about the PPG and how to get involved. The practice publishes a quarterly newsletter and there is always a section on the PPG in this which includes information about how to get involved. Patients are invited to join an e-mail distribution list to receive the newsletter. The PPG organised a questionnaire on the need for translation services. In addition to gathering information, it was hoped that this would encourage more patients from ethnic minorities to give feedback to the PPG. The practice has taken part in Productive General practice this year and undertook the patient experience questionnaire. The PPG took it in turns to be in the waiting room to help and encourage patients to complete the questionnaire which resulted in the practice getting an excellent response rate. In addition, it enabled the PPG to talk to patients about the work of the PPG and to get feedback from patients generally. We recognise that attending meetings is not going to appeal to some demographics. In addition to our previous efforts, we intend to explore the use of a virtual PPG to obtain feedback on particular suggestions or ideas. Another alternative which we aim to implement during 2013 is to ask the members of the PPG to sit in the waiting room and target particular groups of patients i.e. young Mums to gain their feedback. |
| 3. Details of the steps taken to determine and reach agreement on the issues which had priority and were included in the local patient survey * How were the priorities identified and agreed? (Component 2) |
| The PPG met in November 2012 to discuss the areas to be covered in the patient survey. Further to long discussion on individual patient experiences, the survey recently carried out for Productive General practice and recollection of all suggestion box ideas, it was agreed that the survey should cover the areas in the first column below. The PPG then considered the questions in the national survey to see if using this would cover the areas required. | PPG Question | National Survey Question | | Ease of obtaining an appointment with any clinician within 48 hours | 4. Chances of seeing a doctor/nurse within 48 hours | | Ease of seeing the doctor of your choice | 5. Chances of seeing a doctor/nurse of your choice | | Information given to patients about referrals and specialists | 12. The doctor/nurse’s explanations of things to me were | | Ease of getting through on the phone | 2. Ease of contacting the practice on the telephone AND 6. Opportunity of speaking to a doctor/nurse on the telephone when necessary. | | Information about services provided by the surgery | 24. Information provided by the practice about its service e.g. repeat prescriptions, test results, cost of private certificates etc. | | Ability to obtain repeat prescriptions in a timely manner | | | Satisfaction with arrival and checking in | 8. Length of time waiting in the practice AND 22. The manner in which you were treated by the reception staff AND 23. Respect shown for your privacy and confidentiality | | Respect shown by clinician | 10. The warmth of the doctor/nurse’s greeting to me was AND 16. The respect shown to me by this doctor/nurse was AND 19. The doctor/nurse’s concern for me as a person on this visit was | | Appropriateness of length of appointment | 11. On this visit I would rate the doctor/nurse’s ability to really listen to me as AND 13. The extent to which I felt reassured by this doctor/nurse was AND 15. The opportunity the doctor/nurse gave me to express my concerns or fears was AND 17. The amount of time given to me for this visit was AND 18. This doctor/nurse’s consideration of my personal situation in deciding a treatment or advising me was | | Comfort of waiting room | 7. Comfort level of waiting room | Although the national survey does not specifically cover the question about obtaining repeat prescriptions, it was pointed out that the time taken to turn around a repeat prescription request is a national standard (4 working days) and therefore it might not be useful to raise expectations that the surgery could do it quicker (even though it normally did!). On balance, it was felt that the national survey more than covered the areas that the PPG felt should be included. In addition, use of the national survey would enable comparison with previous years’ results and with other surgeries and it was therefore agreed that the surgery should use the national survey. |
| 4. The manner in which the Provider sought to obtain the views of its registered patients * What methodology was used to agree the questions, the frequency, the sample size, distribution methods to ensure the views of all patient are represented and undertake the survey? (Component 3) |
| All patients attending the surgery during a three week period were asked to complete the questionnaire after their appointment before leaving the practice.In total 279 responses were received. |
| 5. Details of the steps taken by the Provider to provide an opportunity for the PRG to discuss the contents of the action plan in Section 7 (of this template) * How was the PRG involved in agreeing the action plan? * Were there any areas of disagreement, and if so how were these resolved? (Component 4) |
| The PPG met on 19th February to discuss the results of the patient survey. The practice manager had circulated the report to members previously and also had paper copies of the report available for all members. The PPG were pleased to see that, on all questions, the results were better than the previous year and higher than the national mean. All agreed that the results were excellent and the health centre should now concentrate on maintaining these levels of satisfaction. In addition to considering the formal responses to the questions, the PPG were asked to consider a summary of the comments which had been made by patients. These were discussed in detail and the PPG came up with a number of suggestions. An action plan was formed and there were no areas of disagreement. |
| 6. A summary of the evidence including any statistical evidence relating to the findings or basis of proposals arising out of the local patient survey (Component 4) |
| Please see attached survey report. Report of Patient Survey |