THE MEDICAL CENTRE, RUISLIP, MIDDX, HA4 ONT
PATIENT PARTICIPATION REPORT 2013/14
PRG PROFILE
To show how the practice demonstrates that the PRG (Practice Representative Group) is being
representative we have provided information on the PRG profile
All members of the PRG are registered patients. We have 9 PRG Representatives and are
constantly trying to recruit new members by advertising patients to join us on our website and
requesting patients to put their email addresses on their repeat prescription requests.
Age
10-19yrs x0
20-29yrs x0
30-39yrs x1
40-49yrs x1
50-59yrs x3
60-69yrs x4
70-79yrs x0
Sex
Ethnicity
5 x Males
4 x British/Mixed British
4x Females
3 x Indian/British Indian
2 x Chinese
DIFFERENCES BETWEEN THE PRACTICE POPULATION AND MEMBERS OF THE PRG
We have tried to recruit a variety of age groups and ethnicities within our PRG in order to
reflect the views on the different services available. We have found it difficult to recruit anyone
under 20 however we have a poster displayed in the waiting room, and a link/form to
complete on our website for anyone who would like to join. There is no particular cluster of
patients with a particular chronic disease in our practice.
www.themedicalcentreruislip.co.uk
VALIDATE THE SURVEY AND ACTION PLAN THROUGH THE PATIENT PARTICIPATION REPORT
SURVEY
Please describe how the priorities for the survey were agreed with your PRG
Over the past year we have received a number of negative comments on the choices website
regarding the receptionists. We have also recently employed two new receptionists. The PRG
decided that the survey should include patients’ experience at reception and on the telephone.
We have also recently started a new service of on line booking of appointments, and undertake
extended hours. It was decided to include questions about these services in our survey.
Having established the priorities, please describe how the questions were developed, e.g. Survey Monkey,
NAPP website, etc.
Part of the validated GPAQ survey was used and part was suggested by our Patient
Representative Group.
We Please describe how you carried out the survey?
The survey questionnaire was available to complete on our website, a hard copy was handed out in the
waiting room and a copy was emailed to all the patients who had given us their consent to contact them via
email. A notice was put up in the waiting room advising patients that we were carrying out the survey. The
group decided to use all of the above methods to reach as many different types of patients as possible,
including patients who do not attend frequently.
Please specify the dates the survey was carried out.
The survey was carried out 13th January – 23rd February 2014 and was fully completed by 150
patients.
What were the survey results?
95% of our patients said the Receptionists were very/fairly approachable.
89% of our patients said they were treated with respect and dignity.
86% of our patients were happy with the way their questions were answered.
81% of our patients said it was very/fairly easy to get through on the phone.
86% of our patients said their experience at the surgery ranged from good to excellent.
88% are happy that the practice offers a safe and clean environment.
68% of our patients did not know we offered extended hours appointments.
68% of our patients did not know they are now able to book their appointments online.
Full survey results:
ppg survey results
complete March 2014.doc
ACTION PLAN
Please describe how you agreed the action plan with the PRG?
We emailed the survey results to the PRG to comment/discuss their findings
of the practice survey between 7th March – 17th March 14. Agreement was
reached for changes on 27th March 2014.
The action plan has been agreed with the PRG setting out the priorities.
Included is a full copy of the agreed action plan. The proposals were:
1) Receptionists are to be given extra training on registering patients as
although our registered patients are happy with our service there are
many comments on the NHS Choices Website stating how difficult it is
for new patients to register with us.
2) A poster is to be put in the waiting room and a more prominent note to
be put on our website confirming that we offer extended hours
appointments to commuters. The receptionists are to ask patients if
they need a later appointment when they book an evening slot.
3) A new message regarding the service to book online appointments will
be put on our website and a more prominent poster has been put on
the reception desk. All our patients who have given us their email
address will be sent an email to notify them to contact the surgery to
obtain their unique password for patient access.
4) Produce a practice newsletter every twice a year to include any
changes or new services available in the practice.
Please click on the icon below for a copy of the agreed action plan that was
sent to the PRG.
Action Plan from Pt
Survey 2013-14.doc
Please describe the areas that you could not achieve what the PRG wanted.
1 comment from a PRG member was that he would like to be able to have his blood
tests taken at the surgery.
We are entering into negotiations with the CCG to see if they will commission
blood taking services at the surgery.
Please provide a summary of the progress made with your 2012/13 action plan
You said …….
We did ….
The result is ….
You wanted to be able
to book your own
Doctor’s appointment
online.
We have initiated online
booking of appointments
via our practice
computer system. A
poster was put in the
waiting room informing
patients of the service
and to ask at reception
for their unique
All newly registered
patients are
automatically given the
details on how to book
their own appointments
online. This service is
well liked by our patients
We need to improve our
patient ‘did not attend’
(DNA) rate which in turn
will create more
appointments
password.
We take patient’s mobile
telephone numbers so
we can text a reminder
to patients 24hrs before
their appointments.
Our DNA rate has
dropped and we have
received good
comments regarding
this service in our recent
patient survey.
LOCAL PATIENT PARTICIPATION REPORT 2013/14
LOCAL PATIENT PARTICIPATION REPORT
Please describe how the 2013/14 local Patient Participation Report was advertised
and circulated.
The report has been put onto our website. A poster is in the waiting room
advising patients that a hard copy is available at the reception desk. Our new
Newsletter will also be advertising this.
A copy of this report is available on our website, please click the link below and see
the further information section →Survey Report.
www.themedicalcentreruislip.co.uk
CONFIRMATION OF YOUR OPENING TIMES
Please include opening hours and out of hours arrangements in the report.
Monday
9:00 - 1:00
4:00 - 6:15
Tuesday
9:00 - 1:00
2:30 - 6:15
Wednesday
9:00 - 1:00
Closed
Thursday
9:00 - 1:00
4:00 - 6:15
Friday
9:00 - 1:00
4:00 - 6:15
Weekend
closed
closed
Extended hours
Only for patients who cannot attend during normal surgery hours.
DAY
TIME
CLINICIAN
Monday
6:30 - 7:00
DR C Solomon
DR Z Aboud
Nurse Maria Gonzalez Asenjo
Tuesday
6:30 - 7:00
DR J Livingstone
DR C Solomon
Dr A Chakraborty
Nurse Maria Gonzalez Asenjo
Thursday
6:30 - 7:00
DR J Solomon
DR S Dutta
DR Z Aboud
Please note the telephone is not answered during this time.
When we are closed
Outside surgery hours, you will be connected to our out of hours service 111 or Harmoni.
Telephone 0208 842 2991.