Patient Participation Directed Enhanced Service
Local Patient Participation Report
Practice Guidance
As part of the Patient Participation DES, Practices must publish a Local Patient Participation
Report on their website.
There are certain things this must include and the template below may help you to structure
your report and ensure you include the necessary information. For more information
regarding the content of the report please read the PP DES guidance produced by the DH
and available on NHS Coventry website.
Report Template
Practice Name Dr R S Dosanj Quinton Park Medical Centre
Local Patient Participation Report 2012/2013
Introduction
We are located in Cheylesmore south side of Coventry. We relocated from Daventry Road
and moved into our new build December 10th 2010 and renamed to Quinton Park Medical
Centre.
We have a patient population of 3292 patients at at 09/04/2013; We have a varied mixed
and a small ethnic population. With a high elderly population.
We strive to provide a high standard of care and service to our patients, whilst involving
them in their care and decisions. We listen to any comments or concerns they have and
adapt to suit the needs of the patients, where possible.
We welcome all comments made by patients and listen to them carefully.
Step 1: 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)
Prior to the surgery undertaking the Practice survey the questionnaire that was developed
and altered by Faheem and the PCT was sent to the patient panel who at the time were
satisfied with the questions. New recruitment of more patients to the panel were sorted via
advertisement within the waiting room and on our website. We increased our group form
approximately 8 to 23 Patients that are on our patient panel. 14 attended on the Patient
Panel 9/4/2013 at 6pm.
We have twelve female patients and eleven male patients the age range is from 35 – 84
years old. They are of mixed ethnics; we have some patients with LTCs or disabilities who
take part in the Group meetings.
This is now a good population group for our meetings taking into account our practice
population of patients we have registered. We did put up posters around the Health Centre
to encourage new members and some patients were asked verbally also if they would like to
join the patient panel by Angie to try and increase the numbers for the Patient Panel. We
increased our members from 9 to 23 members for the patient panel.
The Panel offer constructive feed back and advise us on how they think we are working as a
practice and raise any issues they feel need addressing.
We as a practice sent letters out to the patient panel three weeks prior to the meeting date.
Some have requested done by e-mail for the next meeting so e-mail addresses have been
taken.
We put posters up in the waiting room area and reception along with posters in the notice
boards and on the doctors and nurses doors and rooms to invite any new members who
wished to come along to the meeting that was booked for April 9th 2013 at 6p.m.
We invited patients to come along regardless of ethnicity, disability or age.
Step 2: Agree areas of priority with the PRG
We held a meeting to discuss the patient survey with the patient panel on our findings from
the survey that was carried out. Between January and February 2013 at 6pm Tuesday 9th
April 2013.
Our patients are happy with the facilities in the new medical centre. Happy with information
given out by GP’s, Nurses and Admin staff and was seen to be very informative and patients
understood what they were being told.
1- Some patients felt that to cover demand that there should be more appointments
and not have to wait to see a GP,- as the questionnaire asked whether patients could
be get an appointment within 48 hours- and the survey showed that result could be
better.. It was explained that Dr Dosanj does run an open clinic for patients to come
up every morning, with prebooked appointments between 7am-8.50am every day,
then from 9am-10,30am open surgery Evenings we have pre-booked appointments
again along with urgent appointments once the phones are on for evening surgery. It
was explained that Doctors do undertake telephone consultations- which helps with
demand. They have the paper work and other calls to patients that had to be made.
2-
Ram advised that the 48 hour rule had been axed by DOH, and that the lead for
PGG on his electronic survey had included this and it was not one of the core
questions. Ram has since spoken with him and identified the error.
3- Ram has since looked at the GP Patient survey practice report January - September
2012 DOH Ipsos MORI and reflected on this with the patient panel chair on Thursday
11/04/2013 and since emailed/posted 12/04/2013 out to all attendees of the panel,
who had attended the meeting. This did not take into account the 48 hour hour rule
for appointments and our results were very good based on all the questions.
4- I explained that we had our salaried Gp on Maternity leave and was due back in
September 2013. We had full cover until then.
Dr Dosanj does early hours and starts at 7a.m, to help address appointments required and
wanted, this is titrated daily to cope with demand and does see patients if they need a GP.
Dr Dosanj is now here every day and see’s more patients than a locum would, and
sometimes patients have to wait as we are busy and individual needs of the patient, takes
more time Ram is a Nurse Prescriber and sees patients for minor ailments to help capacity.
5- Also reception staff to be friendlier-this has been addressed in the action plan below;
the panel had said that all the staff could not be any more helpful along with the
clinical staff.
Patients do have a choice and flexibility for choice of appointments, one member of the
patient panel was not sure if the situation with appointments will get better even though we
have a sit and wait time.
Patient numbers have increased to 3292 which also affects demand for appointments.
New 111 systems that is now in place for Out of Hours was mentioned.
Complaints are managed as they arrive and dealt with as efficiently as per protocol.
Early hours that Dr Dosanj does is better for people going to work or children before going to
school,
The Patient Panel mentioned the money that had been invested back into patient care at r
the Medical centre for equipment was excellent. Investment had been made on Hi-tech
equipment and better facilities so that for the patients could be managed within primary care
where possible and avoiding secondary admissions unnecessarily
One member in the Patient Panel requested that a Water Machine is put into reception
waiting area for patients to have a glass if thirsty.
C Q C was mentioned and explained by Ram along with the commissioning groups and the
quality of care etc.
Global Scanning was mentioned and was a great idea for this to be in our building.
Website was mentioned and panel thought was a good website.
As a surgery we will look at pre-bookable appointments along with the Do Not Attend
Patients with a view to put posters up USE IT OR LOSE IT.-see done in action plan below.
The Patient panel arranged to form a group 6 members will attend a meeting at another
member’s house for a group meeting on Tues 16th April 2013 at 7.30pm to see what can be
done to help the surgery as we all move forwards.
Step 3: Collate patient views through the use of survey
We had an electronic touch screen which patients used and we also had paper copies
questionnaires for the patients that didn’t want to do the survey on the touch screen which
the majority used. All patients this year used the electronic system.
We had 212 patients that did the survey for one month late January till Mid February 2013.
This was a good representation as usually only 25 questionnaires per 1000 needed.
This was a good representation of the registered population in the surgery, and was only
carried out for a month. We had to wait for the screen to arrive as was delayed in getting to
the surgery and also for the screen to be collected for all information to collate. There were
technical issues with the machine and technology, that was acknowledged by Faheem and
he notified the PCT as to our report therefore being done in April 2013.
Step 4: Provide PRG with opportunity to discuss survey findings and reach
agreement with the PRG on changes to services
A practice staff meeting will be held to discuss the findings after the Patient Panel Group
meeting. A patient panel group meeting was held on 9th April 2013.
Overall we felt that they survey was good and that we are maintaining high standards and
service to our patients. Dr’s and Nurses the patients were very happy with their explanations.
Our appointment capacity and demand was revisited along with the Chair of PRG on
Thursday 11/04/2013.
The minutes to the panel meeting were sent out to the patients on the panel .a copy will be
placed in our notice board in reception waiting area also. The findings will also be put on our
website.
Flyers were discussed to leave on reception desk for patients who don’t use the notice
boards to inform of the next panel group meeting along with posters in reception and notice
boards.
Step 5: Agree action plan with the PRG and seek PRG agreement to implementing
changes
Patient panel happy with survey and findings.
Patient Participation Action Plan
Survey Finding
Agreed Action
Action by who
Action by when
Thursday
meeting
arranged
11/04/2013
11.15am
Date completed
Done and
completed by
12/04/2013
Over all very
good findings
To look at
appointments
capacity and
demand with
Frances our chair.
Practice
Manager
Water machine
for waiting room
To get prices
Practice Manager Over the next 46weeks
End May 2013
Friendlier
reception staff
Reception has
been re-arranged
and 1 staff
By Dr Dosanj&
PM
Completed End
March 2013
Completed prior
to the meeting
issues addressed
member been
put into admin
role-which is her
strength
during March
2013, info
identified by
other patients to.
Opening Hours
Monday 8a.m till 1p.m then 3p.m till 6p.m
Tuesday 8a.m till 1p.m then 3p.m till 6p.m
Wednesday 8a.m till 1p.m then 4p.m till 6p.m
Thursday 8a.m till 1p.m
Friday 8a.m till 1p.m then 3p.m till 6p.m
With appointments pre-bookable in advance, from 7am Monday-Friday with Dr Dosanj.
When surgery is closed our phone lines are over to OOH our patients can ring 0845 608
0275 for OOH service, as well as the new 111, our Dr’s are on call Monday – Friday from
8am – 6.30pm, also there is the Walk In Centre or A&E at Walsgrave Hospital if emergency
or 999 if life threatening. The OOH on call Saturday and Sunday 24 hours a day.
We have a GP that does do a very early morning surgery and starts at 7am till 8am prebookable for patients before reception open every day Monday till Friday, and also extra
surgery of 90 minutes added in every morning and 30 mins for evenings to meet the demand
for appointments. We run early morning form 7am and to accommodate patients before work
and school and the appointments are addressed daily by the Doctor, along with the
reception team.
Publishing and Updating the Local Patient Participation Report
Information on opening hours and progress on the key actions identified with the PRG
should be updated as needed in the practice leaflet and on the practice website. Where a
practice does not already have a website, one must be set up. The guidance document
Improving access, responding to patients: A ‘how-to’ guide for GP practices has a section on
‘Why and how to create a website’ which practices might find useful.
In addition Coventry practices can be supported in setting up a website by the
Communications Department at the PCT, for more information with regard to this contact
Aaron Ashmore [email protected].
Reports need to be posted on the practice website by 31 March 2012 to meet the
requirements of the DES.
Practices may wish to ensure that the following are made aware that the report is available
(and where):
 the PRG
 those who answered the survey
 the wider practice population
 CCG
 local Health Watch
 CQC - at the time of inspections/registration
 the PCT
The information on actions taken and subsequent achievement should be directly linked to
the feedback from patients.
E.g. You said………..We did ………..The outcome was...........
Where there is ongoing disagreement with the PRG on proposed actions, this must be
publicly highlighted with the practice’s rationale for deviating from the suggested plan.