LAGAN SURGERY
Lagan Surgery
Patient Participation Group
Annual Report 2013-14
The Lagan Surgery patient group was formed in 2013 and is know as Lagan Surgery
Patient Participation Group (PPG). We meet on a quarterly basis at the Surgery on a
Tuesday at 1400hrs for approximately 1 hour.
Surgery Staff
GP’s
Practice Manager
Practice Nurse
Secretary
Receptionist
2
1
3
2
3
Opening Times
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday & Sunday
0800 – 1800
0800 – 1900
0800 – 1800
0730 – 1800
0730 – 1800
Closed
Patient and Services
The surgery has just under 3000 patients and offers a wide range of services which are
fully listed on our website – www.lagansurgery.com
Membership to the PPG
We currently have 8 members in our PPG – 3 females and 5 males and 3 female
members of staff. All of British ethnicity. Three members are in the age range 60 –
64 and the other five members are all over the age of 65. The age range for the
practice is as follows -
Population Age range
600
500
400
Count 300
200
100
0
Male
Female
0 -16
17- 44
55 - 64
65+
Age Range
We have recently carried out a campaign during the patient survey and we are
currently in the process of recruiting more members to represent the younger
members of our practice. We have received interest from 5 patients aged between 18
– 34, 5 patients aged between 35 – 44 and 1 patient 65+. Each patient has received an
application form for completion.
Any patient wishing to join the group can find details at reception and also on our
website.
Achievements to date
The group was established in 2013 after a long campaign in trying to recruit members.
We invited the Chairperson from another surgery to give some ideas for taking the
group forward which was very beneficial. We arranged a further meeting and this
was well attended after more patients were recruited. A Chair person, Vice
Chairperson and Secretary were appointed. The annual survey was chosen from a
few different ones and completed by the PPG in February 2014 ready for the next
meeting in March.
1. Constitution - adopted, dated & signed as being adopted.
2. Approving patient survey, implementing and producing an action plan
3. Links with other PPG’s in the Redcar & Cleveland area through local meetings
organised by the Chairperson Green House Surgery PPG.
4. Discussion regarding health promotion, ‘Carer’s Together’ and looking ahead to
Summer 2014
5. Development & suggestions regarding new surgery website.
6. Updating Practice notice boards with new literature and campaign of the month.
Patient Survey
The survey questions and length were decided at the meeting in January 2014 to
establish the priorities identified. The survey was distributed in the waiting room by 2
representatives from the patient group over one week in February. The results were
collated, summarised and published to the PPG and Practice partners. The meeting
arranged for 11th March discussed these results and an action plan developed. The
following day a Practice meeting discussed the results and follow up at the PPG
meeting.
Patient Survey results
Ease of contacting the Practice via the telephone
35
Number of people
30
25
20
15
10
5
0
Poor
Fair
Good
Very good Excellent
No
response
Satisfaction with the day and time arranged for
your appointment
Number of people
35
30
25
20
15
10
5
0
Poor
Fair
Good
Very good Excellent
No
response
Opportunity of speaking to a Doctor/Nurse on the
telephone when necessary
Number of people
25
20
15
10
5
0
Poor
Fair
Good
Very good Excellent
No
response
Number of people
The manner in which you were treated by the
reception staff
45
40
35
30
25
20
15
10
5
0
Poor
Fair
Good
Very good Excellent
No
response
Length of waiting time in the Practice
30
Number of people
25
20
15
10
5
0
Poor
Fair
Good
Very good Excellent
No
response
My overall satisfaction with this visit to the Doctor
is
Number of people
35
30
25
20
15
10
5
0
Poor
Fair
Good
Very good Excellent
No
response
Respect for my privacy and confidentiality
45
Number of people
40
35
30
25
20
15
10
5
0
Poor
Fair
Good
Very good Excellent
under 18
18 - 34
No
response
35 - 54
55 - 74
75+
not stated
10
8
6
4
2
0
M
F
Age - no
gender
no age
no gender
Any comments about how this practice could improve its service
to you:
Not a thing.
Very satisfied.
No music.
No – happy.
I don’t visit the doctors often but do find that when I call I get good services.
Thank you (ps – tea machine?)
A dedicated car-park would be useful.
I feel the surgery is an excellent surgery. Staff on reception is always
friendly & pleasant. You never have to wait to long to see the doctor
I have no issues with any part of the service of this practice.
The staff and my doctor are fantastic people who always do their best to
help with any situation when possible. Always happy & welcoming. Nothing
is too much trouble.
I have always received an excellent service from this practice over the
years. Sometimes I think that I get more than my fair share of attention.
Nothing springs to mind about improvements. A good, caring practice for
me and all my family.
Water machine would be ideal.
No comments overall very good.
Easy to see doctor if you ring on morning but if wanting appointment at
certain time not easy at all.
None it’s a very good doctor’s surgery.
For people who work a Saturday surgery would be very helpful. More care
and time taken when babies & young children are given vaccinations as can
cause distress to child.
Parking very restricted car parks always seem full.
Action Plan
The PPG has developed an action plan as follows:
Objective
Look at parking facilities
for patients
Action
Contact Redcar and
Cleveland Council to ask
for ½ hour parking bays.
Timescale
September 2014
Look at health promotion
in the waiting area
Obesity strategy discussed. June 2014
Exercise on referral and
healthy walks. Notice
board for PPG
Redcar Primary Care
Hospital – facilities
available
Work with other PPG’s to September 2014
promote Hospital – leaflet
drop or publicity campaign
in Coastal View
newspaper.
This plan was discussed in the March with Ruth Barker, Practice Manager and as
agreed was taken forward to the Practice Meeting to be held on 12th March.
A copy of this report will be forwarded to the CCG in compliance with the Patient
Participation enhanced service.