2011 - 2012 report

Contents
  1. Introduction
  2. Promotion of the Group
  3. Informal Open Day
  4. Current Patient Members
  5. Patient Group Meetings
  6. Terms of Reference
  7. Work Carried Out by the Group to Date
  8. Local Practice Survey – How Priorities Were Set

9.    Design of the Survey
10.  Distribution of the Survey
11.  Results of the Survey
12.  Action Plan
13.  Progress Made With the Action Plan
14.  Confirmation of Practice Opening Times
15.  Availability of Information

Appendix
  1. Poster Advertising the Group
  2. Flyer Advertising the Group
  3. Group Poster for Display Boards
  4. Note Sent to Clinicians and Staff Regarding Interest
  5. Open Day Poster
  6. Open Day Results/Comments
  7. You Said We Did Poster
  8. Information Sheet for New Members
9.   Draft Terms of Reference
10. Poster for Teddies for Charity Campaign
11. Letter Sent to the Children’s Hospices
12. Bluebell Wood Children’s Hospice Thank You Letter
13. Martin House Children’s Hospice Thank You Letter
14. Patient Group Questionnaire
15. Results of Survey

1. Introduction

During April 2011, the practice put plans in place to set up a patient group. The intention was that the patients would work with the practice to offer a patient perspective on the services that we provide. The patient group would also help to improve communication, to encourage patients to take more responsibility for their health and to provide practical support and help to implement change.

After a shaky start the group gathered momentum following the planned open day which was an eye opening experience for all group members. It gave a new perspective on the staff team and information on diverse services on offer. This brought momentum to the group as they realised that they could actually make a difference by being a link between patients’ staff and community.

2. Promotion of the Group

With the help and support of NHS Wakefield District Primary Care Trust, posters and flyers were designed promoting the existence of the group and encouraging patients to join.

A dedicated notice board was set up in all waiting areas of the 3 surgery sites, advertising the group along with a poster advertising the day, time and venue of the next meeting.

Please see appendix 1, 2 and 3 for an example of the posters and flyers designed.

We have also compiled information in a folder which includes copies of the minutes of the meetings held to date along with information on how to join the group and dates of future meetings. A folder can be found in each of the waiting areas.

We also briefed all staff as to the promotion of the group and asked them to consider any patients that they felt would wish to join the group.

Appendix 4 details a note sent to all GP’s and staff informing them of the progress of the group and the open day as mentioned above and explained in more detail below.

3. Informal Open Day

In an attempt to encourage patients to join the group we arranged an informal open day with the intention being that interested patients could drop in for a coffee and a chat about the group. This was held on Tuesday 18 October 2011 at Hemsworth.

It was felt that an informal approach may encourage patients to drop in to gain further insight into the group without the need to attend a formal meeting.
This was promoted by displaying posters as shown at appendix 5 and again asking staff members to inform patients of the open day.

Current group members and practice staff were on hand to answer any questions.

The opportunity was also taken to speak to patients waiting in the waiting room. The current members undertook an exercise which involved asking patients to tell them one thing they liked about the practice and one thing they would change.

The results can be found at appendix 6.

As a result of the comments and in recognition of these issues that were a known problem, we designed a ‘You Said, We Did’ poster for display in the waiting areas, highlighting the plans of the practice to address the issues that had been raised. Please see appendix 7.

We also carried out a guided tour of the Hemsworth site, giving patients an insight into the administration side of the practice and the number of staff involved behind the scenes.

As a result of this, we realised that not all patients were aware of the size of the practice. We therefore devised an information sheet for new members which details the surgery sites, the numbers of staff employed, our patient list size and the range of services that we provide. Please see appendix 8.

The day was successful with a new member and a virtual member joining the group. We intend to hold other open days at the other sites

4. Current Patient Members

To date we have 13 members, 8 of which attend meetings on a regular basis and 5 virtual members.

The profile of the group compared with our overall practice profile can be found below.

4.1 Practice Profile
Age Range Male Female Total %
0 -16 1414 1327 2741 19%
17 - 24 849 794 1643 11%
25 - 34 871 867 1738 12%
35 - 44 1013 937 1950 13%
45 - 54 1147 1044 2191 15%
55 - 64 922 890 1812 12%
65 - 74 724 750 1474 10%
75+ 494 669 1163 8%
  7434 7278 14712 100%
Ethnic Group
White Mixed Black or Black British
British - 7587 White & Black Caribbean - 6  Caribbean 4
Irish - 69 White & Black African - 12 African - 28
Any other White - 217 White & Asian - 5 Any other Black - 3
  Any other Mixed - 12  
Asian or Asia British Chinese or Other Ethnic Group Ethnic category not stated
Indian - 13 Chinese - 23 6705
Pakistani - 2 Any other ethnic - 19  
Bangladeshi - 1    
Any other Asian - 6    
4.2 Profile of Patient Reference Group Members
Age
Under 16  
17 - 24 1
25 - 34  
35 - 44 3
45 - 54 4
55 - 64 4
Over 65 5
Male Female
9 4
Medical Conditions
Condition
Deafness or severe hearing impairment 2
Blindness or severe visual impairment 1
A condition that substantially limits one or more basic physical activities, such as walking, climbing stairs, lifting or carrying 5
A learning difficulty 1
A long-standing psychological or emotional condition 4
Other, including any long-standing illness 9
I do not have a long-standing condition 2
Ethnic Group
White Mixed Black or Black British
British - 13 White & Black Caribbean - Caribbean
Irish - White & Black African - African -
Any other White - White & Asian - Any other Black -
  Any other Mixed -  
Asian or Asia British Chinese or Other Ethnic Group Ethnic category not stated
Indian - Chinese - -
Pakistani - Any other ethnic -  
Bangladeshi -    
Any other Asian -    

To date we have no members in the 25 to 54 age range or any under 16. The feeling in the group is that efforts should be made to attempt to attract further members of this age range, in order to be representative of this area of the practice population.

We do feel however, that we have good representation for patients with conditions as shown above, including learning difficulties, deafness and hard of hearing and severe visual impairment.

5. Patient Group Meetings

To date we have held 12 meetings including the open day between the dates of May 2011 and February 2012.

Minutes of all the meetings can be found at minutes.

Copies of notes of meetings are sent by post to the virtual members with a note attached, requesting any comments on the notes and/or any pieces of work that the group are carrying out.

6. Terms of Reference

At the meeting held on Tuesday 1 November 2011, a copy of a draft recommended terms of reference was distributed to members for perusal.

At the meeting held on Tuesday 10 January 2012, a draft proposed terms of reference devised by one of the members, Pam Walker, was distributed for comments.

Please see notes of both these meetings at minutes.

These draft terms of reference can be found at appendix 9 and is awaiting comment and approval at the next meeting to be held in March 2012.

7. Work Carried Out by the Group to Date

From the early stages it was clear that individual members were happy to share their knowledge and understanding of their own particular health needs to enhance patient experience.

While there is a cross section of ages already, the group are working on filling in gaps if necessary and are committed to discovering the views of a wide section of patients/community members.

We have now put together a draft terms of reference as noted above and appointed a Chair and Secretary. Please see notes of meeting held on Tuesday 6 December 2011 at minutes

At Christmas we ran a successful appeal for Teddies for Charity, collecting unwanted teddy bears for two children’s hospices, Bluebell Wood in Sheffield and Martin House in Leeds. A poster advertising the campaign can be found at appendix 10.

The teddy bears collected were hand delivered by members of the group along with a letter from the practice as shown at appendix 11. They were very well received as shown by the thank you letters at appendix 12 and 13.

A healthy walk was discussed at the meeting held on Tuesday 1 November 2011, see minutes, which would involve members and other interested patients meeting at say Pugneys in Wakefield and taking a stroll around the lake. It was suggested that this be advertised within the practice and that the clinicians promote the idea to patients they feel would benefit from this kind of activity. It was thought that a date after Christmas would be ideal whereby people may be more motivated following the Christmas activities.

The open day and recent patient survey has involved members in face to face meetings with diverse groups of people in the surgery. The verbal information gained by this contact has proved useful for the group and the patients appear to appreciate this personal engagement.
Individual members have recently attended the local PRG network meeting and cluster board meetings and reported their experience back to the group.

8. Local Practice Survey - How Priorities Were Set

At the meeting held on Tuesday 24 January 2012, see minutes, we discussed what we believed to be priorities for patients using anecdotal evidence gathered at the open day. Themes from complaints were also considered. Some members raised issues from other groups they attend and conversations in the community.

We summarised the main points of our findings after noting there was a common theme regarding ease of contacting surgery by phone and waiting times. Members facing issues with sensory or mental health shared their own difficulties regarding ease of communication and accessibility. Respect and reassurance from staff was another expressed need both by members and other patients.

9. Design of the Survey

Questions were agreed by the members based on the above priorities.

We agreed that the survey should be paper based. It was agreed that it was important to keep it as concise as possible where the questions are easy to read so that people would not be put off completing the survey.

It was decided that all the main questions should be given a rating system from poor, through to good, very good and excellent but we decided that by asking an open ended question, about what could be improved at the end of each section, was a good means of obtaining qualitative data and encouraging a clearer picture of the issues that were important to patients.

A copy of the questionnaire can be found at appendix 14.

10. Distribution of the Survey

In accordance with the minimum requirement of 25 completed questionnaires per 1000 contractor registered population, it was calculated that a total of 368 completed questionnaires would be needed. In order to obtain this return, a total of 500 questionnaires were ready for distribution by the week commencing 30 January 2012.

There was good member support with some people taking surveys to community members and other groups. Some members attended each of the 3 surgery sites to help and encourage people to complete the survey and make comments and suggestions. It was also a means of reaching unrepresented groups for example young people and parents of young children. It was also stressed that we were interested in their comments as a way to help formulate priorities for the group.

11. Results of the Survey

Of the 500 questionnaires distributed, 380 were completed, returned and summarised, meeting our target of 368.

Practice staff and members summarised the surveys, the results of which can be found at appendix 15.

The main questions under the rating system have been given a percentage score which is felt easier to understand as well as the numbers having been noted.

Any comments made have been summarised under the appropriate headings.

12. Action Plan

The results of the survey were discussed at the meeting held on Tuesday 21 February 2012.

The notes of the meeting which can be found at minutes are quite extensive, since they detail our observations of the results along with our agreed actions.

The group looked at the results and prioritised what most patients found to be important and if or how problems could be addressed.

A summary of the agreed areas of concern and the action plan with target dates is detailed within the notes of the meeting of the 21 February 2012 at minutes
.

All actions were agreed through discussion by the members and the practice representatives, with the feeling that all were achievable given realistic time scales.

13. Progress Made With the Action Plan

A summary of the progress is as follows:

You Said Action Target Date We Did
Car Parking at Hemsworth was difficult - the practice to advertise and appoint a car park attendant/grounds man. 30 April 2012 The advert is drafted and will be placed by week commencing 5 March 2012.
Contacting the Practice by Telephone was difficult - communicate information for patients via the patient information screens located at the 3 surgery sites and the notice boards, in an attempt to avoid patients telephoning with general enquiries. 31 March 2012 Updating the patient information screens is ongoing.
- the practice to liaise with BT to introduce additional telephone lines with reception staff rotas being reorganised to ensure that all lines are fully manned from 8am. 30 April 2012 The practice is currently in discussions with BT to install the additional lines.
- the practice to consider introducing an additional/separate telephone line for cancellations or a number where a message is left which is regularly checked. 30 April 2012 Practice Manager to discuss with practice the possibility of a separate line or a message leaving service for cancellations.
- the practice to consider an additional/separate telephone line for Choose and Book calls. 31 March 2012 As above.
Opportunity to Make Comments, Compliments and Complaints - introduce new comments boxes, placed in more prominent positions in all waiting areas of each of the 3 surgery sites. 31 March 2012 New boxes are on order and will be placed in more prominent areas once they arrive.
- clear labelling of boxes, highlighting that complaints should be raised through the practice complaints procedure. 31 March 2012 Labels designed and waiting for boxes to arrive.
Confidentiality and the Need for a Private/Quiet Area - more prominent notices on reception desks requesting that privacy is respected. 31 March 2012 Notices designed and awaiting delivery of perspex display stands.
- redesign the tape barrier at Hemsworth along with a polite notice asking that patients wait for their turn. 31 March 2012 Additional barrier on order, awaiting delivery. Notice designed.
- introduce quiet/private area in the Hemsworth waiting room. 31 March 2012 Practice Manager in discussions with Reception Manager to agree the feasibility of the action.
- display notices at the reception desk informing patients of the area. 31 March 2012  
- brief reception staff on the need to politely request that patients step back from the desk until it is their turn. 31 March 2012 Reception Manager briefed on ensuring that her team of receptionists comply with the action.
- display notice inviting patients to use the self arrival screen. 31 March 2012 Notices designed ready for display.
Appointment System and Future Appointments Taken - appoint a new Salaried GP. 31 May 2012 Advert placed and awaiting applicants for interview.
- appoint a new Nurse Practitioner. 31 March 2012 Nurse Practitioner due to commence employment as of 19 March 2012.

14. Confirmation of Practice Opening Times

The survey showed that the level of satisfaction with the opening hours was pleasing, in that 86% marked good and above.

Therefore no changes have been made as a result of the feedback.

For information however, the surgery opening times and consultation times for each of the 3 surgery sites is shown below.

Opening Times

Reception is manned during the following times and telephone access is available between the core hours of 8am and 6.30pm.

The Grange Medical Centre, Highfield Road, Hemsworth
Monday 7.30am - 8.00pm
Tuesday 7.30am - 7.00pm
Wednesday 8.00am - 8.00pm
Thursday 7.30am - 7.00pm
Friday 7.30am - 7.00pm
Kinsley Medical Centre, Wakefield Road, Kinsley
Monday, Wednesday and Friday 9.00am - 6.00pm
Tuesday 9.00am - 8.00pm
Thursday 9.00am – 5.30pm
Greenview Medical Centre, Waggon Lane, Upton
Monday, Tuesday, Wednesday and Friday 8.00am - 6.30pm
Thursday 8.00am - 8.00pm
Consultation Times

The information below shows the times at which individual healthcare professionals are accessible to our registered patients. The times also include our contracted hours under the extended hours access scheme.

The Grange Medical Centre, Hemsworth
  Morning Afternoon Evening
Monday 7.30am - 12.30pm 2.30 - 4.30pm 4.30 - 8.00pm
Tuesday 7.30am - 12.30pm 2.30 - 4.30pm 4.30 - 6.30pm
Wednesday 8.00am - 12.30pm 2.30 - 4.30pm 4.30 - 8.00pm
Thursday 7.30am - 12.30pm 2.30 - 4.30pm 4.30 - 6.30pm
Friday 7.30am - 12.30pm 2.30 - 4.30pm 4.30 - 6.30pm
Kinsley Medical Centre, Wakefield Road, Kinsley
  Morning Evening
Monday, Wednesday, Friday 9.00am - 12.30pm 3.00 - 6.00pm
Tuesday 9.00am - 12.30pm 3.00 - 8.00pm
Thursday 9.00am - 11.30am 3.00 – 5.00pm

Morning surgery may change depending on duty doctor.

Greenview Medical Centre, Waggon Lane, Upton
  Morning Evening
Monday and Wednesday 9.00am – 12 noon 4.00 - 6.00pm
Tuesday 9.00am – 12 noon 4.00 - 6.00pm
Thursday 9.00am – 12 noon 4.00 - 8.00pm
Friday 9.00am – 12 noon 4.00 - 6.00pm

15. Availability of Information

This report which is inclusive of the results of the survey and the agreed action plan and progress against the plan, will be available to all clinicians and practice staff and will be presented and discussed at a future practice Clinical Governance meeting.

A copy will also be shared with the members of the patient reference group.

Copies will be filed in each of the four patient reference group folders that are located in each of the waiting areas at each of the 3 surgery sites, for any interested patients or visitors to peruse.

The report will also be published on the practice website, the address of which is www.grangemedicalcentre.co.uk.

Notices will be displayed in each of the waiting areas stating that the report is available upon request and that it can be viewed on the practice website, address as noted above or can be found in the patient group folders.

The practice is due to be visited by LINk in March 2012, hence the report will be available at this visit and of course will be available to the Care Quality Commission at the time of the practice inspection.

The practice will upon completion of each of the targets, design and display a You Said, We Did poster to inform patients of our progress to date.

Grange Medical Centre - Grange Medical Centre, Highfield Road, Hemsworth, WF9 4DP
  • Telephone 01977 610009
For Secondary Care Services/Choose & Book - For Secondary Care Services/Choose & Book
  • Telephone 01977 624270
Greenview Medical Centre - Greenview Medical Centre, Waggon Lane, Upton, WF9 1JS
  • Telephone 01977 610009
Kinsley Medical Centre - Kinsley Medical Centre, Wakefield Road, Kinsley, WF9 5BP
  • Telephone 01977 610009
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