Glendale Surgery
Patient Group
Patient Participation Report 2013-14
Patient Group
The Group was formed in 2012. The original group consisted of 16 members ranging from 16-24 age
group to 70-80 age group, with 7 males and 9 females. Their profile included a teenage girl, a young
mother, middle aged working men and women and retired men and women.
The group now consists of 11 members, 6 males and 5 females, including a teenage boy. We still need
representation from the 25-35 age group, teenage girl, young mum and less abled patients and are actively
trying to recruit members from these groups via our patient information screen and on the website.
The practice manager attends each meeting and members of the practice employed staff have an open
invitation to attend. GPs are invited to attend when their input is required. The minutes of the meetings are
published on the website.
View of registered patients
Following on from the results of the practice questionnaire, the group designed a questionnaire relating to
the waiting area which was distributed in the waiting area during December 2013 (attached). As this area
is shared with Cheviot Medical Group, we approached their Patient Group with the offer of sharing the
questionnaire. This was agreed and therefore the responses are from patients of both practices.
The results were discussed with the Patient Group, the practice and the Primary Health Care Team. It was
felt that the overall results were good. The positive and less positive comments were discussed and,
overall, patients appear to be happy with the waiting area as it is. The less positive comments included the
one fish in the tank looking lonely, Dr Dean will buy another two to keep it company. The screen on the
Glendale side of the waiting area does have local information showing and the notice board is tidy and
arranged into themes. We are unable to offer a drinks machine because of health and safety although
drinking water is freely available from reception. The two practice managers had agreed in 2012 that the
doors would be opened early in inclement weather and the Cheviot Medical Group staff, who open the
building in the mornings, have been reminded of this. There is not enough space to have a separate play
area for the children but the table and toys are located in a corner of the waiting area and it is expected that
parents will tidy up after seeing the doctor. The staff will politely ask parents to keep their children under
control if they are disturbing other waiting patients.
Breastfeeding Room
The chair of the Group suggested that the breast feeding room be updated to be more user-friendly as it
wasn’t being used on a regular basis (mother’s are able to breastfeed in any part of the building). To this
end, stickers were purchased, the chair and her husband decorated the room which has brightened it up and
it looks more welcoming.
Invitation to practice and PHCT meetings
The practice offered the Group representation at their annual away day and one member attended. The
away day includes annual audits of Complaints & Comments, Significant Events and any topics, clinical or
administrative that the team would like more information on.
An open invitation was also offered to the Primary Health Care Team (PHCT) meetings. These meetings
are open to the GPs of both practices, the practice managers, paramedics, district nurses, health visitor,
community midwife, podiatrist and physiotherapist where practice/community services and general patient
care is discussed.
Representation was also invited to the Wooler Doctors’ Fund meetings. This is a charity which collects
donations which is used for provision of services and equipment to patients which is not provided by the
NHS. One of the group attended the AGM.
Invited Speakers/Topics for discussion
o NHS 111. The group invited the organizers of the newly formed NHS111 service to give an insight
into what the service offers.
o
Liverpool End of Life Pathway. Following adverse press reports, Elaine Redmond, one of the
district nursing sisters involved with this for Wooler attended and discussed how the pathway is
implemented by the wider Glendale Surgery team (Doctors, Community Nurses, McMillan Nurses and
Consultant, Marie-Curie)
o
North East Ambulance Service Paramedics - Wooler Paramedic Team Leader, Steve Jones, attended
and discussed the paramedic service and wider NEAS services.
o
Mental Health – one of the group discussed this topic at the January meeting and, as a result, the
group will find out what services there currently are locally and organise a display in the foyer.
o
Alzheimer’s Disease/Dementia – Dr Dean was invited to provide information on the disease and how
patients are treated in the practice.
o
Northumberland CCG North Locality – the locality manager has been invited to the April meeting
to discuss its role and financing the NHS.
Practice Changes
The patient group was kept up to date with changes affecting the practice:
o Retirement and recruitment of practice nurse
o Retirement and recruitment of medicines manager/dispenser
o Retirement of Dr Dean - a representative was involved in the interview process for his replacement.
Other
Practice Brochure
The practice manager asked for the Group’s involvement in whether or not the practice needed a new
practice brochure. The current brochure is produced in-house on two sides of A4 card giving information
on the services the practice provides. The brochure can be updated immediately if there are any changes.
Some other practices produce their own in-house brochures but others have theirs produced via printing
companies which results in a glossy and more professional looking brochure. The disadvantage of this is
that these can quickly become out of date, minimum quantities are sometimes needed which results in
higher production costs.
One of the members of the Group offered to look into this with a local IT person with a view to updating
the quality of the brochure but with the ability to produce this in-house. The local middle school was also
mentioned regarding production.