Upperthorpe and Ecclesall
Medical Centres
Patient Reference Group Report
2013/14
(1)
Patient Participation group leads:
Dr Jayne Atkinson GP Partner
Mrs Gill Kirby
Practice Manager
1) Structure (Step 1)
Following the completion of our annual report in 2012/13 the Upperthorpe
and Ecclesall Medical Centre Reference Group has continued to meet at 2
monthly intervals. The meetings are attended by the Practice Manager, Dr
Atkinson and patient members. The meetings are chaired by SA (one of our
patient group members).
We continue to engage with our virtual members via email.
Minutes of the meetings were taken and reported by our practice manager,
Mrs G Kirby, and these were shared with the group for comment via email.
We continue to advertise the Patient Group in both our surgery sites on a
dedicated notice board as well as on our practice website. We also
encourage GP’s, nurses and reception staff to mention the group to patients
visiting the practice.
2) Areas of Priority (Step 2)
Over the course of the year different issues have been discussed and the
following items were chosen as priority areas:(i)
improve awareness within our practice population that a PPG
exists and to encourage participation.
(ii)
it was felt that we ought to do a survey to establish how service
users feel about the radio being played in the waiting areas. It
was pointed out that some patients may prefer not to have any
radio playing in the background at all and that perhaps we should
ask about patients preferred choice of station.
(iii)
it has been noted by our reception staff and a couple of GP’s that
we ought to engage with new mums to canvass opinion about the
timing of post-natal check appointments. These appointments
have tended to be at the end of morning surgery. As a
consequence, sometimes new mums could be kept waiting for 30
minutes or more as it is usual for GP’s to be running late for
reasons detailed in our previous reports.
(2)
(iv)
improved communication with patients regarding which doctor/s
is/are running late, and the possibility of introducing a white board
to keep patients informed.
(v)
to perform a further general practice survey looking at all areas of
delivering general practice care and to establish how we are
performing and where we can endeavour to improve.
(vi)
to continue to arrange fund raising events for charity
3) Patient Views (Step 3)
(i)
detailed GPAQ general practice survey – this was available on our
practice website and in the surgery waiting areas. Our nonEnglish speaking patients usually attend surgery with relatives or
friends who are able to translate for them. We feel this is a
comprehensive survey and obtains views regarding all aspects of
general practice delivery.
(ii)
we designed a simple questionnaire to canvass preference of radio
station being played in the waiting areas, and also asked if
patients prefer no radio at all.
(iii)
we gave a questionnaire to new mums during their post-natal visit
to canvass opinion regarding the timing of our post-natal
appointments.
(iv)
a copy of the GPAQ survey and results are available on our
practice website.
a copy of the radio and post natal questionnaire is attached at the
end of this report.
Results of our GPAQ Survey (2013/14)
The practice list size is 9880.
We had 137 returned questionnaires which equates to 1.38% of our total
population.

Of those that responded:All age groups were represented
Two thirds of respondents were female
60% had long standing health conditions
50% of respondents were retired
30% were employed
(3)
Once again, we are delighted that, overall, the feedback is very positive.
When the term “overwhelming majority” is used this = or is > 75%
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It is clear that the overwhelming majority of respondents are happy
with the overall care/professionalism they receive from their GP.
The overwhelming majority of patients are happy with our reception
staff.
The overwhelming majority of respondents find it fairly/very easy to
get through to the practice via the telephone.
62% of respondents feel they can be seen on the day.
86% of respondents feel it is important to be able to book
appointments ahead of time and over 80% of respondents are happy
with how quickly they can see a particular doctor.
60% of patients find they wait between 5 and 30 minutes to be seen
by their GP/Nurse (I have discussed the reasons for this in previous
reports).
The overwhelming majority of respondents are happy with the current
opening times.
The majority of those seeking additional opening hours are covered by our
current arrangements.
Over 90% of those surveyed would recommend our practice to a friend.
It is noted that the ethnic minority groups are under represented in this
survey. We will seek new strategies to improve engagement next year.
Results of our Radio Survey (2013/14)
The radio survey was available to complete at both our surgery sites.
Ecclesall Medical Centre
= 72 respondents
Upperthorpe Medical Centre = 86 respondents
36% of Ecclesall MC respondents would like no radio station at all.
Of those who stated they preferred the radio to be on, most prefer Radio 2.
Most respondents at Upperthorpe MC are happy for the radio to be
on. There was a range of preferences for various stations, with Radio 2 being
favoured.
Results of the Post- Natal Survey
Of those surveyed (5 returned questionnaires) plus GP feedback, it was clear
that the current system suits most new mums. However, we do now offer to
see them at the beginning of afternoon surgery or earlier in the morning
surgery.
(4)
Discussion of Findings with PRG (Step 4)
The outcome of the 3 surveys have been discussed with the PRG, following
active discussion the following points were highlighted:The GPAQ survey is extremely positive.
1) We realize that many patients feel they wait for a significant length of
time to be seen by their GP/Nurse. It is felt that we could improve
communication with our patients regarding clinicians running late. A
couple of potential solutions were discussed and will be detailed in the
action plan.
2) There are no major access issues so we will continue to operate our
usual systems of access for the time being.
3) It is clear that we don’t have proportionate representation of our ethnic
minority populations in our PRG and responding to surveys. We will
endeavor to try to improve this (see action plan).
4) It was felt that we cannot possibly please all service users in terms of
radio stations being played, we therefore decided that having Radio 2
on at low volume would be the best way forward.
5) The Post-Natal survey highlighted that new mums are happy with our
current system, however, they can opt to have their appointment in
the afternoon or early morning, thus providing increased flexibility.
We are keen that fundraising remains integral with the PRG. We found that
our cake sale for Children in Need and ongoing book sale helps improve
community spirit. It was noted that we could canvass opinion from our
patients regarding possible future charities to support.
Fundraising/ PRG Achievements:



£62 raised for Children in Need (Cake Sake)
£190 raised for Blue Bell Wood Children’s Hospice (Bric a Brac Sale)
Ongoing Book Sale (£95.00 so far to Bluebell Wood)
New PRG notice board at Ecclesall MC
(5)
Action Plan for 2014/15 (Step 5)
Following discussions with our PRG, the following action plan has been
agreed:1) Improve engagement with ethnic minority populations to try and
improve representation within our PRG and in responding to surveys.
We will endeavor to try to advertise the PRG in a variety of languages.
Deadline for completion September 2014 (Lead Dr J Atkinson).
2) We will continue to review access via further surveys and will respond
appropriately (Mrs Kirby, Practice Manager).
3) We will play the radio at a low volume at both surgery sites so as not
to be too intrusive, but to provide background noise. We will of course
continue to review this.
4) We will continue to offer flexibility to new mums in order to provide a
suitable time for post-natal checks.
5) We will canvass opinion regarding preference for local charities to
support.
We will continue fundraising events and will aim for 2 events over the
next 12 months.
6) We will continue to try and improve support for our PRG – we have
already placed a new notice board at EMC to both advertise the PRG
and to provide dates of events/meetings etc
We will do random postal invites to a selection of our population.
(Deadline September 2014).
7) We wish to secure funding for a touch screen self check-in. We feel
this will provide receptionists with more time to answer patient queries
and improve times taken to answer the phone. We would like to
obtain a touch screen by the end of the year, providing we are able to
access funding.
8) Try to improve communication regarding appropriate waiting times to
see each doctor/nurse. We will meet with reception staff to improve
awareness and will investigate the possibility of an electronic Matrix
Board in our waiting areas.
(6)
Update on Action Plan 2012/13
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We changed our intercom system, it continues to have good sound
quality
We continue to provide chairs with arms for our elderly population to
improve ease of standing from sitting.
We continue to discuss the importance of PLI events and if possible try
to keep the practice open, but over recent months, we’ve felt that the
educational value to all GP’s has meant that they have all attended and
allowed Out of Hours provision.
We aimed to try and secure a touch screen for patients to self checkin, however, were unable to secure one due to financial pressures.
Group Profile & Publicising Actions (Step 6)
We have published this report on our Practice Website as well as the minutes
from our PRG meetings.
We have been running our PRG since 2011.
We have a dedicated notice board at both our surgery sites and will continue
to encourage further support.
We currently have active representation from:- a mother
- a retired male
- a female carer
and continue to communicate electronically via email with a wider group.
Practice Opening Times
Our opening times for both surgery sites are available to patients on the front
main doors of our premises, included in our practice leaflet and on our
practice website.
Monday
Tuesday
Wednesday
Thursday
Friday
9.00am to 12.30pm and 2.00pm to 6.00pm
9.00am to 12.30pm and 2.00pm to 6.00pm
9.00am to 12.30pm and 2.00pm to 6.00pm
9.00am to 12 noon
9.00am to 12.30pm and 2.00pm to 6.00pm
Extended Access Offered
Monday, Wednesday, Friday - Upperthorpe MC – 7.00am to 8.00am
Saturday - Eccleall MC – 8.15am to 10.30am
PATIENT PARTICIPATION GROUP
UPPERTHORPE MEDICAL CENTRE
RADIO IN WAITING AREA
RADIO OFF
11
DON'T MIND
8
RADIO ON
RADIO 1
0
RADIO 2
12
RADIO 3
1
RADIO 4
3
RADIO 5 LIVE
0
RADIO SHEFFIELD
5
REAL RADIO
2
HALLAM FM
9
GALAXY
1
MAJIC
8
SMOOTH
1
CLASSIC FM
1
EASY LISTENING
1
ROCK STATION
1
ANY
Time acceptable for all post-natal questionnaires returned X 3
22
PATIENT PARTICIPATION GROUP
ECCLESALL MEDICAL CENTRE
RADIO IN WAITING AREA
RADIO OFF
26
DON'T MIND
5
RADIO ON
RADIO 1
0
RADIO 2
15
RADIO 3
2
RADIO 4
6
RADIO 5 LIVE
1
RADIO SHEFFIELD
2
REAL RADIO
1
HALLAM FM
2
GALAXY
0
MAJIC
0
SMOOTH
0
CLASSIC FM
1
EASY LISTENING
3
ROCK STATION
0
ANY
8
Email Communication with our Actual and Wider Virtual Group
Thank you For emailing the PPG results to me. What a well written report and very
full content, please pass this on to Jayne, such hard work for her to do on top of a
ever demanding job and family as well. I should be in next week sometime to pick up
prescriptions so If you wish I can pick up the Bluebell wood pack or you can keep it its up to you, let me know. Glad due to the weather that the cake sale isn’t going on
as I would have struggled to get their, Mum isn’t going out as she is frightened of
falling. So I am having to struggle and get shopping in on foot and all the other jobs.
anyway have a nice Easter and time with your family.
*******************************
Dear PPG Member
Just a reminder to say that our next PPG meeting is scheduled for this Thursday 13th
June 1pm Upperthorpe Medical Centre (please come to the side door staff entrance).
Please bring along any further suggestions you may have which will help improve the services
we provide at the surgery.
Hope to see you all then.
Many thanks
Regards
Gill
**********************************************
To Gill Kirby
Hi. I'm a patient at this medical centre and would be
interested in the
current activities of the PPG.
Are there any meetings planned at the moment, or
otherwise, is there an
address to send any comments to?
Thanks for any help
Dear Ms Kirby
Yes, I would like to be added to the email list
please. I would try to
attend meetings if I am free at the time.
Thank you
On Wed, Jul 3, 2013, at 11:26 AM, Kirby Gill (NHS
SHEFFIELD CCG) wrote:
> Dear Mr
>
> Thank you for your interest in our Patient
Participation Group.
>
> We hold a meeting once every 2 months here at the main
site Upperthrope
> Medical Centre and we recently held our latest meeting
here on Thurs 13th
> June at 1pm.
>
> We currently have 12 group members, however, only one
patient actually
> attends the meeting, but we do inform the other members
via email of the
> discussions and decisions made and encourage feedback.
>
> I am more than happy to receive any comments via my
email address or in
> the post at the address below.
>
> We are currently looking to recruit more members,
therefore if you would
> like to be a member of our PPG, either in person or via
email? Please
> let me know and I will add you to my emailing list.
>
> I look forward to hearing from you.
>
> Regards
>
> Gill Kirby
**************************
Dear PPG Member
Our next PPG meeting has been re-scheduled to Thurs 19th September 2013
at 1.00pm Upperthorpe MC. As before, please come to the side staff entrance and I will
meet you there.
Apologies for any inconvenience caused.
If you are unable to attend I will update you on the issues raised via email.
Hope to see you all then
Regards
Gill
Hi Gill
Thank you for this. Could you please also add the topic of the national care data
project which has been in the news recently, and for which we have received the
leaflet "Better information means better care". It would be good to hear from Dr
Atkinson about the pros and cons of opting out.
Could you confirm please that Dr Atkinson will be attending for half an hour as
promised last time?
While the PPG is for the benefit of patients, the meeting has more status if attended by
a GP, who can comment from their perspective on ideas and issues. They can also
support the implementation of some ideas.
Regards
PS. The issues between the two surgeries can vary of course. The issue about prams
at Upperthorpe last time, for example, can only really be commented on by people
who use this medical centre, while sometimes there will be issues specific to Ecclesall
of course.
**************************************
Dear All
Please find attached the minutes of our last PPG meeting. Please note that our next meeting
is scheduled for Thurs 1st May 2014 1.00pm Upperthorpe Medical Centre.
Please email me with any agenda items before this date.
We will shortly be collating the results of our 3 surveys, which we will send out to you for
comments and feedback prior to these being published on our practice website.
Graham - I will send you a copy of the GPAQ questionnaire shortly.
Regards
Gill