Patient Participation Group at West Gorton Medical Centre – Jan 2014
3rd Feb 2014: Report prepared by Jo Protheroe and Julie Jefferson
West Gorton Medical Centre started an online Patient Reference Group (PRG) in October 2011 which
patients could opt into via the practice website. At the start of this project (Sept 2012) we had 28
patients registered as part of the on-line reference group and 3 who had registered manually (who
did not have internet access) as a result of posters in the waiting room. By the beginning of 2013 we
had increased this number to 106 members.
As part of our on-going patient participation work we plan to engage regularly with the PRG and
conduct an annual patient survey to obtain the views of the wider practice population.
Aims
a)
b)
c)
d)
Agree priority areas for patient views using our Patient Reference group (PRG).
Conduct a survey of patient views in these identified priority areas
Provide feedback to the PRG as a result of this survey and agree areas for action
Publicise action plan with practice population.
Methods
a) Agree priority areas for patient views using our Patient Reference group (PRG).
We contacted our current PRG in Oct 2013 to obtain their views for priority areas to cover in our upcoming patient survey. An area of interest to our current PRG is the prospect of a new practice and
the changes that may result. Therefore suggested priority areas included the use of the internet to
book appointments; the potential use of a ‘touch screen’ check-in in Reception and provision of
patient information. These priority areas, plus space for open comments, were developed into a
brief patient survey (see Appendix 1)
b) Conduct a survey of patient views in these identified priority areas
We designed a survey for patient feedback in line with the priority areas identified by the PRG (See
Appendix 1) with space for open feedback to allow patients to write comments. We advertised the
survey widely within the practice and on-line, emailing the survey to all our patients who had left
email contact details with us. This took place in Dec 2013.
In January 2014 the reception staff handed out a paper version of the survey to all patients
attending the practice during 3 consecutive weeks.
We intend to use the improved PRG as a mechanism for on-going feedback from patients to the
practice. In addition we plan to develop a ‘Comments Box’ system in reception for those patients
who prefer not to access, or who are unable to access the website or email.
c) Provide feedback to the PRG as a result of this survey and agree areas for action
Once the results of the survey have been analysed, they will be emailed out to the PRG for comment
and to agree areas for action. In addition they will be presented to the practice staff at a Monthly
Practice meeting.
d) Publicise action plan with practice population.
One of the tasks of the practice meeting will be to consider how best to publicise the findings and
action plan to the wider practice population. It is anticipated that we will produce some posters for
the waiting room in the first instance.
Results
Patient Reference Group
a) Demographics of our on-line PRG
New patient participation group age profile
New patient participation group - ethnicity
1
1
3
11
17 - 24
25 - 34
25
1
35 - 44
1
45 - 54
10
55 - 64
1
65 - 74
1
2
2
2
5
w hite british
black british
Black Indian
Irish
75 - 84
White Asian
6
85+
American
12
African
12
White European
54
Pakistani
other ethnic group
New participation group - gender
-
28
female
male
47
Our new PRG is a combination of the group formed in October 2011 and the new recruits obtained
in 2012 which now has a combined total of 106 members
b) Demographics of practice population
Practice List - ethnicity breakdwon
african
black british
british mixed race
English
white british
caribbean
chinese
other asian
other white
irish
pakistani/british pakistani
white & balck african
british asian
filipino
british indian
iranian
latin american
middle eastern
other black
other mixed
polish
scottish
white asian
white & black caribeean
not recorded
557
32
959
2368
582
47
2123
913
73
29
8687
4357
104 118 67
762
54
Practice List - Gender breakdwon
2832
3109
female
male
Survey of patient population
We received 224 completed surveys over 3 week period.
1. Do you have access to the internet?
2. Would you use on-line booking for appointments?
3. Would you use a touch screen check-in point?
4. If not – why not?
Of the 35 patients (16%) who would not use a touch screen, 10 did not give a reason why not. There
were varied reasons given by others including wanting to speak to a person (9/25); uncertain of
technology or unable to use (10/25); concern it would break down (3/25) and concern about hygiene
(germs) (3/25)
5. Have you ever used our patient information
leaflets?
Have you ever used our Patient
Information Leaflets?
1
51
Yes
No
Not answered
172
6. Do you find the patient information leaflets useful?
Do you find the Patient Information
Leaflets useful?
1
14
21
Yes
No
19
Not answered
Not applicable
169
Sometimes
7. If you have not used patient information leaflets (PILs), why not?
The most common reason given for not using PILs was that they were not needed (9/33). Other
reasons given included that they were unaware that there were any available; that there were none
that were useful to them or their condition; there are too many leaflets to choose from; that more
information was available on the internet or that they were unable to read.
8. Are there any topics you would like to see PILs on?
Bone conditions
Hiatus hernia/stomach problems
Cluster headaches
Autism
ADHD
Special needs
I didn't get any help from the McMillan service so other options may help
Leaflets on events and meetings for people and groups - eg elderly
Childrens problems
Not enough for younger patients
IBS leaflets
9. General feedback
General feedback was varied, and mostly related to Reception in view of questions on touch
screen and on-line booking.
They included several comments that they like the staff on Reception and some people prefer to
continue to use the phone to book appointments with a concern that changes may be more
complicated.
Other comments included a suggestion for a larger Reception area with better disabled access,
difficulty parking locally, more evening appointments, better seating and a better system for
calling in to appointments.
Summary and Feedback
We have successfully maintained our PRG – we need to continue to encourage patients to become a
part of this group and encourage ongoing feedback.
The results of this survey will be reviewed at the monthly Practice Meeting in February and feedback
will be sent out to the PRG. This will be used to decide what actions will be taken which will be
publicised to the wider practice population.
Appendix 2
10 patients didn't say why they wouldn't use one
I want to deal with people
not personal for details of illness
like one to one
unreliable from previous experience
Have seen this in other surgeries and when it crashes it causes havoc
prefer to speak to someone
i'm not competent
very poor concentration
I'm not good with touch screen gadgets
I prefer personal treatment
If I don't bring my glasses I couldn't see it
in case it goes wrong (doesn't register me)
it would be confusing
too much messing
germs (I know it sounds silly but not everyone washes their hands)
not up to date with technology
too complicated
too stressful
too impersonal
the old way is the best
germs - if everybody touches it can pass on illness
germs
not taught