Cape Road Surgery
Local Patient Participation Report 2012/13
Introduction
The practice currently has 4634 registered patients.
The practice began the process of setting up a Patient Participation Group in May 2012 and the first meeting was held in
September. There have been two further meetings in October 2012 and January 2013.
The aim of the group is to facilitate patient involvement in decisions about the range and quality of services provided by the
practice and to foster improved communication between the practice and its patients.
Patient Participation Group
The Practice put up notices throughout the surgery informing patients about the creation of a patient participation group and
asked for volunteers for the group. Clinicians were also involved in advertising the group to the patient population. Since the
formation of the group we are actively looking to enhance a broader cross section of patients by recruiting patients to a virtual
group to work alongside and supplement the work of the face to face group.
The face-to-face group consists of 11 members and includes representation such as carers and patients with specific needs
600
500
400
300
200
100
0
Male
80+
71-80
61-70
51-60
41-50
31-40
21-30
Female
0-20
Number
Practice Demographics - List Size 4634
Agree areas of priority with the PPG
At the meeting of the group in October 2012 a draft ‘Improving Practice Questionnaire’ was used as a starting point to determine
key areas and issues for patients regarding the services and facilities at the practice. Agreement was reached by the group on
five key areas to include in the questionnaire as follows:
Access to a Doctor/Nurse
Reception and Environment
Patient experience of GP consultation
Patient experience of nurse consultation
Patient Information & Communication Services
It was agreed by the group that as well as asking patients to rate their experience in the five areas (from either No experience,
poor, fair, good, very good, excellent), it was equally important to seek their views about ‘what works well’ and ‘what could be
improved’ in each of the five areas. A further draft was produced incorporating these agreements and was emailed to the group
for final approval. Once approval was given it was agreed to pilot the questionnaire initially on a group of 20 patients to ensure
the questionnaire was fit for purpose – the result of the pilot led to a few minor alterations before the questionnaire was rolled
out to the wider practice population.
Collating patient views through the use of survey
The local survey was run during December 2012 and January 2013. A total of 186 questionnaires were completed either via
attendance at surgery or via postal questionnaires.
The following demographics were used to analyse the responses of the survey
•
•
•
•
•
•
•
Age groups
Ethnicity
Gender
Length of time at practice
Chronic condition
Specific needs
Carer status
Analysis of survey responses by age distribution versus practice demographics
Survey Age Distribution
5%
16%
Practice Population Age Distribution
15%
21-30
31-40
41-50
12%
17%
12%
9%
21-30
31-40
13%
10%
41-50
51-60
61-70
13%
13%
71-80
80+
0-20
20%
51-60
61-70
16%
5%
0-20
7%
17%
71-80
80+
A summary of the results of the questionnaire can be found on the practice website www.caperoadsurgery.co.uk
Discussion of findings
Questionnaire results included analysis of both the ‘ratings’ and ‘comments’ section of the survey. Results of the survey were
distributed via email to all members of the Patient Participation group (PPG) in advance of a PPG meeting on
30 January 2013. The meeting included presentation of the results followed by discussion. Lengthy and meaningful discussion
ensued and resulted in focusing on lowest ranked areas in both the ‘ratings’ and ‘comments’ section to determine priority action
areas. It was agreed to identify three actions to implement as a result of the local survey.
Agreed Action Plan
Patient Participation Group Agreed Action Plan
Survey Findings
Agreed Actions
Action by Whom
Local survey results
showed:
To undertake a review of
the appointment system
to include increasing the
number of available prebookable appointments
and taking measures to
filter calls more
effectively
Practice to undertake
Quarter 2 (April – June)
review and notify practice
population in advance of
implementation of
changes to current system
To update the practice
website to enable repeat
prescriptions to be
requested electronically
Practice to update
website to allow greater
functionality to include
option to request repeat
scripts

Difficulty getting
through on phone
each morning to make
appt

The need for more
‘pre bookable’ appts
Local survey results
showed:

System for requesting
repeat prescriptions
needed updating by
offering more options
in line with modern
day technology ie
electronically
Proposed Date of Action
Quarter 2 (April – June)
Date
Completed
Local survey results
showed:
Over 70% of responders
felt a newsletter would be
a helpful communication
tool
It was agreed to produce
a quarterly newsletter to
provide patients with
information about
services, topical issues,
etc
Practice to commence
publication of a quarterly
newsletter to enhance
information and
communication between
practice and patients
Early part of Quarter 2
(April – June)