MATTHEW RYDER CLINIC
PATIENT PARTICIPATION GROUP REPORT 2012
Dear Patient
You may be aware that this year we sought to set up a virtual representative group of
patients with whom we could correspond to help us identify areas that the surgery can
improve in. The details below explain the progress that we have made during the past
six months in setting this up.
Developing a structure that gains the views of patients and enables feedback
The practice has a relatively young patient population and it was essential that the
membership of the patient participation group reflected this. Patient representative on
groups are traditionally attended by older patients and it was felt that by introducing a
virtual group this would encourage those patients who find it difficult to make time to
attend meetings. The ethnicity of Matthew Ryder Clinic patients is mostly white
british which is reflected in the group. The practice area is semi rural
To ensure that we provided an opportunity to join the group to as wide a range of
patients as possible covering different ethnic backgrounds, age ranges and personal
profiles, a number of distinct PPG recruitment drives were run in the period up to end
of January 12. Three campaign approaches were used as follows.
1. Application forms were handed out by receptionist to patients attending the
surgery. Patients were informed they could either complete the form and hand
it back in or complete online PPG registration sign up form (copy enclosed).
Appendix A
2. Practice Manager targeted those patients attending INR and baby
immunisation clinics to encourage young mums/dads and the older population.
3. Poster was put up in surgery encouraging all patients to join the group.
The PPG evolved into the final group as members were signed up.
A total of 37 patients signed up to the PPG between October and 31st January 2012.
The patient group was comprised as follows:
Attendance
Gender
Ethnicity
Age
Patients were invited to confirm their intention to participate in the group by
completing a consent form. This form was also used to determine the initial opinion
and priority about key aspects of the surgery operation. A detailed survey was to be
written against the items of most interest.
On 31st January, membership application drive was closed to allow us to focus on
determining our actions and plans. Although we made an attempt to encourage
involvement from all cultural groups, the group is white British.
All consent forms were retained in the patient records and the data recorded on our
PPG within our website. PPG members were assigned to an e-mail distribution list (if
appropriate) so that email/electronic surveys could be easily encouraged.
Agree areas of priority with the PPG
The document used to obtain sign-up and consent for the PPG asked patients to
prioritise any concerns within key areas of the practice where improvements could be
made. This was something that was difficult to achieve and it was agreed that as this
was our first attempt at asking their views on the practice we should carry out a
survey which covers most areas and from there we could prioritise certain areas when
we had feedback from the survey.
Collate the views through the use of a survey
The Practice Manager created a draft questionnaire through My Surgery Website.
This was discussed and agreed by the GP and some members of the PPG before being
made available for completion by on-line members and patients calling into the
surgery.
The on-line and in house survey was open for responses from 13th February and ran
until 24th February 2012. During this time the patients were invited by e-mail, using
the distribution groups identified in My Surgery Website, advising them of the link to
the survey. Patients without e-mail addresses who had signed up the PPG were also
sent hardcopy surveys to complete and a stamped addressed envelope to return.
Of the 37 patients who initially signed up to be members of the PPG, 24 (65%) of
patients completed the survey.
Provide the PPG with the opportunity to discuss the findings and reach
agreement with the PPG on changes to services.
As it was agreed to use a survey, similar to GPAQ, which covered most areas i.e.
appointments, waiting time, phones, premises and some extra questions about services
provided by the surgery and patients knowledge of these, the practice met to discuss
the overall findings before discussing with the PPG.
The results of the survey indicate that existing systems seem to be working well and
patients were very positive in their feedback.
Scores of almost 100% of very
satisfied and fairly satisfied were recorded for most questions.
The following four questions were identified from the survey as requiring action:
Q3.
Are you aware that you can book appointments up to seven weeks in
advance?. Only 32% of patients were aware of this.
Q4.
Are you aware that we offer evening appointments with the Practice
Nurse up till 7.45pm on a Tuesday evening?. Only 35% of patients aware
of this.
Q5.
Are you aware that we have a practice website? Only 33% of patients
aware of this.
Q13. Are there any services you would like to see at the surgery? Six patients
replied to this:
1.
2.
3.
4.
5.
6.
Coil checks, sexual health clinic/checks (dedicated)
Family Planning Clinic
Can’t think of anything
No
None
Podiatrist.
Members of the PPG were written to on 2nd March 2012 seeking their comments. A
copy of the email requesting feedback by 12th March 2012 is attached. Appendix B
As no feedback or comments were provided by the PPG to our proposed action list it
was agreed to finalise the actions and take the plans to the practice team for further
discussion.
Agree action plan with PPG
As the PPG did not respond with any feedback to the action points it was agreed that
we would go ahead with the main action points and assign various priorities. The
majority of actions will be completed by March 2013.
Priority 1 – Knowledge of appointment system
The results of the survey indicate that patients are unaware that they can book
appointments up to seven weeks in advance:
1. Receptionist to inform patients when booking appointments of this facility
(Action – R – Immediate).
2. Website to be updated to include this information (Action – PM – July 12)
3. Practice Newsletter to be introduced (Action – PM – March 13)
Priority 2 – Knowledge of surgery times
The results of the survey indicate that patients were unaware of extended opening
hours:
1. Website to be updated to include this information (Action – PM – July 12)
2. Will also be included in Practice Newsletter
Priority 3 – Knowledge of website
The results of the survey indicate the majority of patients were unaware of website:
1. Posters to be put up in reception area informing patients of website and the
services they can access (Action – PM – July 12
We will publish another report of progress against the plan later in 2012/2013.
Thank you for your continued help and support to the surgery.
Dr P G Ryder
Survey Results
Click the link below to see our survey results
http://www.mysurgeryoffice.co.uk/psurvey.aspx?p=98596&v=P81758
Appendix A
Hello
Many thanks to those of you who completed the patient survey. We have received 53
surveys back and they were very positive. The areas highlighted by the survey as
requiring further action are:
1. Patients knowledge of appointment system
3. Patients knowledge of surgery times.
2. Patients knowledge of website.
The above three areas come under patient education and to help improve this we
intend to put posters up in reception and ensure information is easily accessible on the
website. We hope to introduce a practice newsletter which would also help to keep
patients informed of what is going on in the surgery.
We would appreciate any ideas or suggestions you may have to help us with this.
Also, if after looking at the survey you think there are other areas which need action,
please let us have your views by 12th March 2012.
Kind Regards
Your Practice Team
Appendix B
MATTHEW RYDER CLINIC
Office Hours
Reception is open Monday to Friday 8.30 am to 6.00 pm
Surgery Hours
Morning
Afternoon
Monday
9.00-11.00am
4.00 – 6.00pm
Tuesday
9.00-11.00am
4.00 – 6.00pm
6:30 – 7.45pm
Wednesday
9.00-11.00am
4.00 – 6.00pm
Thursday
9.00-11.00am
4.00 – 6.00pm
Friday
9.00-11.00am
4.00 – 6.00pm
Saturday
closed
closed
Please call the surgery to make an appointment