MATTHEW RYDER CLINIC
PATIENT PARTICIPATION GROUP REPORT 2013/14
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 13. 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 8 patients signed up to the PPG between October and 31st January 2014. The patient
group was comprised as follows:
Patient Reference Group
The patient group comprises 45 members
Distribution Details
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 17th February and ran until 31st
March 2014. 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.
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:
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 26% 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 38% of patients aware of this.
Q5.
Are you aware that we have a practice website that you can order prescriptions
on ? Only 52% 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.
Pharmacy Onsite 47%
Podiatrist 26%
Physiotherapist 26%
Health Education 19%
Baby weigh in clinic 14%
Walking days 7%
Members of the PPG were written to on 1st March 2014 seeking their comments. A copy of
the email requesting feedback is attached. Appendix B.
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/April 2014.
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
3. Practice Newsletter to be introduced
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
2. Will also be included in Practice Newsletter
Priority 3 – Knowledge of website
The results of the survey indicate the majority of patients are still unaware of website:
1. Posters to be put up in reception area informing patients of website and the services
they can access
We will publish another report of progress against the plan later in 2014/15.
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=188156&v=P81758
Appendix A
Hello
Many thanks to those of you who completed the patient survey. We have received 42 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.
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