Friends of Trinity Surgery Patient Participation Group
.Our next ordinary meeting will be at the Surgery for 6.00 pm on Monday 21st May 2012. All Trinity Surgery patients are welcome to attend.
At the recent AGM, Mrs Christine Newman was elected Chairperson. Contact details: 01945 430579
We are a team of volunteers who have come together to try to help our Doctors Surgery to overcome the restrictive funding from the NHS. There are many diagnostic items that our Doctors and Nurses need as they now carry out tests that were once the responsibility of the Hospitals. The Friends have raised funds for several years now and have purchased pieces of equipment that enable our Doctors to continue to give the best possible patient care within our own surgery. So far we have supplied: Doppler, Spirometer, Blood pressure machine, scales, height gauge and touch screen check-in unit. The latest purchase is an Audiometer.
TRINITY SURGERY
Patient Participation Report 2011/12
.This report summarises development and outcomes of Trinity Surgery Patient Reference Group (PRG) in 2011/12.
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 Practices 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
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)
DES Component 1
As part of component 1 of the DES Practices are required to establish a Patient Reference Group comprising only of Registered Patients and use best endeavours to ensure their PRG is representative.
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
• Posters displayed in Practice.
- Offered leaflets to all patients attending practice.
- E-mailed patients.
Put information on the practice website http://www.trinity-surgery.co.uk
1.2 The Practice is required to provide details of all other methods of engaging patients used:
All Practice patients are eligible to join the PRG. New members are always encouraged and welcome. Efforts are made to encourage participation from patients of all ages, gender and ethnic backgrounds.
Handouts are available in surgery and are given to newly registering patients to encourage new PRG members.
PRG contact details and meeting dates are included in The Trinity Surgery Newsletters
Trinity Surgery has a group on a worldwide social-networking site http://www.facebook.com/#!/pages/Friends-of-Trinity-Surgery/236126906422137 which may encourage younger patients to engage with the group.
A patient comment box situated permanently in the reception area encourages patients to connect with the Practice and allows for patients to give their views anonymously if they prefer.
Formation of a “virtual group” encourages correspondence through email and allows patients who may not be available to attend PRG meetings to be involved with and feed information through to the Practice.
PRG notice boards within the surgery advertise and promote the PRG meetings.
Patients are approached individually if Practice staff think they may be suitable to represent a group of patients who are under represented.
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.
The PRG currently has 17 members. Efforts have been made to recruit members of all ages, gender and ethnic backgrounds.
Comparison of Practice demographics compared to the profile of the PRG shows that males and the 45-54year age group are under-represented.
The 16-24 year age group is under-represented however this evens out if looking at the age group 16-34 years.
The Practice recognises that there has been an influx of persons from Eastern Europe registering with the Practice for whom English may not be their first language.
“The 2001 census shows that 9% of Cambridgeshire’s population were born outside the UK” (www.cambridgeshire.gov.uk) however further research indicates “the proportion of the population born abroad has risen from 9% in 2001 to 11% in 2006” (www.cambridgeshire.gov.uk).
35% of the PRG have recorded their ethnic group as “white British”
18% of the PRG have recorded their ethnic group as “other white”
47% of the PRG have not recorded their ethnic group.
Through links with the Luminous Group who work in the locality with homeless adults and migrant workers efforts are being made to have posters and leaflets translated to encourage involvement from all ethnic backgrounds and from vulnerable groups within the community.
12% of the PRG are recorded as carers.
47% are recorded as aged 65 years or over
Formation of a virtual PRG allows patients who maybe restricted due to work or family responsibilities to engage with the Practice if they wish to.
The surgery will continue to promote the PRG and further recruitment will be encouraged with particular attention being paid to under represented cohorts within the group.
Practice staff approach suitable patients to explain the benefits of the PRG and encourage participation.
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
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.
PRG meetings are held at Trinity Surgery. Meetings are usually held bi-monthly and are attended by the lead GP Dr Durairaj and the Practice Manager. Individual’s views and comments are always welcomed, respected and valued.
PRG members were advised that the surgery would be holding a survey and that their input was vital.
Posters were displayed encouraging patients to attend a practice meeting on 26th September 2011 to enable their views to be taken account of
A patient comment box is situated permanently in the reception area to receive any comments and suggestions which are subsequently discussed at a practice monthly meeting and taken to the PRG meetings.
2.2 The Practice is required to list the priority areas and confirm how these match those set out by the PRG
In June 2011 the surgery held a mini survey to assess patients’ perceptions of the service they receive by the reception team, nursing team and doctors. The results of this were taken into account when deciding on practice priority areas.
Upon discussion with the PRG at the meeting held on September 26th it became clear that the PRG and the Practice wanted to focus on similar areas of importance
Practice priority areas were:- appointment booking and reception.
The PRG priority areas were:- appointment availability and booking; and pleasantness of waiting areas.
Step 3. Details and Results of the Local Practice Survey
Collate patient views through the use of a survey
Component 3
Practices are required to collate patients’ views through a local practice survey and inform the Patient Reference Group (PRG) of the findings.
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 The Practice is required to confirm how it determined the questions to be used in the survey?
The content, priorities, methodology, quantity and promotion of the Practice Survey 2011-12 were discussed and agreed with the PRG meetings held on 26th September 2011 and 16th November. PRG representatives advised the Practice of the topics it wanted covered in the Practice survey (see above).
The PRG had previous knowledge of the GPAQ survey and it’s subsequent results held in earlier years.
The PRG requested that the Practice compile a draft survey which would be reviewed at the next meeting.
Subsequently, a draft Practice Survey, which covered the priority areas of both the PRG and the Practice
was drawn-up by the Practice Manager, Deputy Practice Manager and lead GP Dr Durairaj and circulated to every PRG member for review before discussion at a meeting held on 16th November 2011. At the PRG meeting 16th November some minor wording alterations were requested by the PRG, following these changes the PRG agreed content and wording of survey.
3.2 The Practice is required to confirm what method(s) it used to enable patients to take part in the survey? The content, priorities, methodology, quantity and promotion of the Practice Survey 2011-12 were discussed and agreed with the PRG at a meeting held on 26th September 2011
The PRG agreed that an anonymous, in-house survey would be the optimum method of obtaining present opinions of the current service offered.
It was agreed to send the survey electronically to those patients who wished to be included in email correspondence.
It was agreed that a “rating” question style would be used to enable answers to have a degree of measurability.
After discussion with the PPG it was agreed to issue 450 survey forms to patients aged >16 years attending the surgery. Previous guidance for the GPAQ survey recommended at least 50 questionnaires per GP to produce valid individual results and it was believed this would be sufficient number to gain a representative view of patient experience in the surgery as this quantity represents >4.4% of the practice population .
3.3 The Practice is required to confirm how it collated the results
The results were collated manually.
3.4 The Practice is required to confirm the dates of when the survey was carried out and provide a copy of the survey to demonstrate how the Practice has reflected the priority areas in the questions used.
The survey was run from 21st November.
Step 4. Discussing Survey Results with the Patient Reference Group (PRG)
Provide the Patient Reference Group (PRG) with the opportunity to discuss survey findings and reach agreement with the PRG of changes to services.
Component 4
Practices are required to provide the Patient Reference Group (PRG) with the opportunity to comment and discuss findings of the local practice survey and reach agreement with the PRG of changes in provision and manner of delivery of services. Where the PRG does not agree significant changes, agree these with the PRG.
4.1 The Practice is required to describe how it sought the views of the PRG on the findings of the survey and any proposed changes highlighted from it.
Members of the PRG were supplied with a copy of the survey results prior to their meeting held on 23rd January 2012 where the results were discussed - copy of the results are available to view on the PRG notice boards in the surgery.
Step 5. Agreeing an Action Plan with the Patient Reference Group (PRG)
Agree and Action Plan with the Patient Reference Group (PRG) and seek PRG/PCT agreement to implementing changes.
Component 5
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 Practice is required to produce a clear Action Plan that relates to the survey results and attach a copy of the agreed Action Plan for 2011/12
Following review of the survey results an action plan was drawn up and subsequently agreed with the PRG
5.2 The Practice is required to confirm how it consulted with the PRG to agree the Action Plan and how it sought agreement from the PRG to implement any changes.
Members of the PRG were supplied with a copy of the survey results prior to their meeting held on 23rd January 2012 where the results were discussed.
The PRG felt the survey had an excellent response rate; results were overall favourable with many complimentary answers and comments.
Following discussion involving the PRG, lead GP and the practice manager the action plan was agreed.
5.3 The Practice is required to advise whether there are any elements that were raised through the Survey that have not been agreed as part of the Action Plan and if so should outline the reasons why.
There were no elements raised as a result of the survey which have not been agreed as part of the action plan.
5.4 The Practice is required to confirm whether there are any contractual changes being considered if so please give details, as these will need to be agreed by the PCT.
There are no contractual changes being considered as a result of the practice survey.
Component 6
The Practice is required to publicise the Local Patient Participation Report on the Practice website and update the report on subsequent achievement.
The Practice should publicise the report as extensively as possible and ensure it appears on the Practice website by no later 31/03/2012.
6.1 The Practice is required to provide details of where the Local Participation Report has been published
The PRG Report has been published on the practice website http://www.trinity-surgery.co.uk
A copy of the report has been posted on the PRG notice boards.
6.2 The Practice is required to provide any updates on progress against 2011/12 Action Plan
A protocol has been devised regarding missed appointments.
A template letter has been prepared which is being sent to appropriate patients who persistently miss booked appointments in an effort to reduce the number of wasted appointments and improve appointment availability
6.3 The Practice is required to confirm Practice opening hours and give details on how Patients can access services during core hours (8am-6.30pm)
Trinity Surgery Core Opening Hours:-
Monday – Friday 8.00am – 6.30pm
Closed Thursday 1-2pm for staff training
Closed third Thursday of each month 12.30-5.00pm for staff education and training
Contacting the surgery
The surgery team are available to receive routine telephone calls Monday – Friday 8.30am – 6.30pm on 01945 476999
Emergency calls can be taken from 8.00am Monday – Friday contact Tel 01945 476999
If urgent medical treatment or advice is required outside normal surgery hours (8.00am - 6.30pm) calls will be automatically transferred from the normal surgery telephone number to the Out Of Hours service
Appointments can be booked via the internet; log-in details are available from reception
6.4 The Practice is required to provide details of any extended hours provided and details of access to Health care Professionals during this period.
Trinity Surgery Extended opening hours:-
Monday 6.30pm -8pm
One Saturday per month 9am -11am
In total there are 5 hours offered. These appointments are all available to pre-book, either through contacting the surgery or via the internet.
7. Practice DeclarationThe Practice confirms that the above report is a true and accurate reflection of the work undertaken as part of the Participation DES 2011/13 .