Shehadeh Medical Centre
Patient Participation Survey
April 2015 - March 2016
SURVEY RESULTS & REPORT
This report summarises how the Shehadeh Medical Centre ensures that patients
are involved in decisions about the range and quality of services that we
commission. We proactively engage patients through our patient group and have
sought the views of all our practice patients through a local survey.
The Shehadeh Medical Centre
Quebec Road, Tilbury, Essex, RM18 7RB
Oddfellows Hall, Dell Road, Grays, Essex, RM17 5JY
www.shehadehmedicalcentre.nhs.uk
Patient Participation Survey April 2015 - March 2016
Survey results and report
Objective
The Shehadeh Medical Centre comprises two practices: one located in Tilbury and the other in
Grays. The branches share almost equally a patient list of about 10,100 patients and they can
register and be seen at either branch.
The aim of the survey this year was simply to find out how satisfied patients are with their most
basic experience of dealing with the practice, from booking an appointment with a receptionist to
having a consultation with a nurse or doctor.
At the Patient Participation Group meeting in January, it was agreed that the survey questions
should be themed on aspects of basic customer service requirements. The draft survey presented
at the meeting had too many questions which might be off putting to responders and be difficult to
analyse effectively, so it was agreed to limit them to ten. In the final version most of the questions
are multiple choice, some with a free-text option. The last question offers an opportunity to
suggest how the service could be improved.
We hope to obtain a better understanding of what is most important to the patient and address
any issues highlighted. Where the practice may have failed to provide the highest level of service
we can reasonably be expected to achieve, those issues will be indicated on our action plan at the
end of this report.
385 patients responded to our survey. 338 patients submitted online responses and 47 hard copy
surveys were collected at the surgery branches. These are the results of the survey.
This report details the work undertaken by the Practice to gather feedback from our patient
population and to ensure that patients are involved in decisions about the range and quality of
services we provide.
We believe we have achieved all the components required:
1: Establish a PRG comprising only of registered patients and use best endeavours to ensure PRG is
representative. The Shehadeh Medical Centre Patient Group is comprised only of registered
patients. It has been running for many years and was keen to be involved in the Patient
Participation DES work when it began in 2011. There are 15 members and they meet every three
months.
2: Agree with the PRG which issues are a priority and include these in a local practice survey. The
patient group reviewed the previous improvement plan and discussed the key issues of importance
to patients at the Patient Group meeting held in November 2015. Based on these issues questions
were developed for inclusion in our patient survey.
3: Carry out the local practice survey and collate and inform the PRG of the findings. We carried out
the Year 5 survey in February 2016. 384 patients responded to our Patient Survey. 338 patients
submitted online responses via survey monkey and 47 hard copy surveys were collected in the
surgery. The results of our survey can be seen in Appendix A.
SMC Patient Survey Report 2015-16 | Page 1
4: Provide the PRG with an opportunity to comment and discuss findings of the local practice
survey. Reach agreement with the PRG of changes in provision and manner of delivery of services.
Where relevant, notify NHS England of the agreed changes. The survey results were collated and a
survey results report prepared. The patient group discussed the survey findings and reached
agreement about any changes in provision and delivery of services on 16th March 2016. None of the
changes required NHS England notification.
5: Agree with the PRG an action plan setting out the priorities and proposals arising out of the local
practice survey. Seek PRG agreement to implement. The patient group agreed an action plan (see
end of this report) in a meeting on 16th March 2016. None of the changes required NHS England
notification.
6: Publicise the Local Patient Participation Report on the practice website and update the report on
subsequent achievement. The outcomes of the engagement and the views of patients are in this
report, due to be published on the practice website by the end of March 2016:
www.shehadehmedicalcentre.nhs.uk
We carried out the survey using
 Survey Monkey on line
 Paper forms were available at reception for patients who preferred this method
We reminded our patients to complete the survey by
 Advertising in the surgery using posters
 Providing all patients attending the surgery with a leaflet to take away and read, giving the
online survey web link
 Texting a reminder to all patients with a mobile telephone number on their records – over
8000 text messages sent out
 E-mailing all patients who had provided us with an e-mail contact address – approximately
100 patients contacted by e-mail
 Our PRG members encouraged their friends and relatives who are our patients to complete
our survey
 Placing a reminder on the bottom of our repeat prescriptions
 Speaking to individual patients as they attended the surgery
Comments and suggestions
Some comments were made regarding the patients’ experiences, along with suggestions of how the
services can be improved; some of these comments are noted below the results graphs to give a
flavour of the contrasting patient experiences at the Shehadeh Medical Centre.
SMC Patient Survey Report 2015-16 | Page 2
Click on the image to read the results document.
SMC Patient Survey Report 2015-16 | Page 3
Patient Demographics
Groups
Age
Gender
Ethnicity
Breakdown
Patients in
practice
Patients
group
No in virtual
group
Under 16
2621
0
Not known
17 to 30
1900
1
Not known
31 to 44
2011
3
Not known
45 to 60
2168
5
Not known
61 and above
1394
6
Not known
Male
4972
6
Not known
Female
5122
9
Not known
White British
3966
8
Not known
White Irish
17
0
Not known
Mixed White & Black
56
4
Not known
Mixed White & Black
Caribbean
5
0
Not known
Mixed White & Asian
3
0
Not known
Indian
4
0
Not known
Pakistani
40
0
Not known
Bangladeshi
49
0
Not known
Black African
475
1
Not known
Black Caribbean
32
0
Not known
Chinese
14
0
Not known
5433
2
Not known
Other
SMC Patient Survey Report 2015-16 | Page 4
Shehadeh Medical Centre
Improvement Plan 2016
ISSUE TO BE
ADDRESSED
IMPROVEMENT
GOAL
KEY ACTIONS
REQUIRED
BY WHOM?
WHEN?
REVIEW
DATE
Which specific
area are you going
to focus on?
What do you want to
achieve?
What needs to be done
to achieve the goal?
Who is
responsible for
ensuring it
happens?
When do
you think
this will be
completed?
When will
you check
on
progress?
Complaints
about lack of
appointments
Reduce number of
DNAs to utilise all
appointment slots
Organise DNA
reduction campaign
using poster,
appointment letter,
sms, counterfoil
message and website
John Thomas
Rachael
Donnelly
April 2016
June 2016
Some patients
perceive some
staff convey a
negative or surly
attitude
Appointment call
systems not
always audible
Staff always convey
a positive attitude
to patients
Training in customer
service and people
skills
Rachael
Donnelly
Dr Shehadeh
April 2016
June 2016
Improve call
system fully
utilising screens at
both branches
Not true for regular
clinic but pt must
book two or more
slots; educate
patients
NELCSU IT to resolve
all issues to provide
reliable system
Steven
Felstead
April 2016
June 2016
Simplify rules poster
and handouts, sms,
counterfoil message,
screen message,
small notice for
doctors desks.
Rachael
Donnelly
John Thomas
April 2016
June 2016
Patients only
allowed one
problem per
appointment
SMC Patient Survey Report 2015-16 | Page 5