The Alford Group of Doctors
Patient Participation Report 2011/12
Produced for the Patient Participation DES 2011-2013
This report summarises development and outcomes of The Alford Group of Doctors
Patient Participation Group (PPG) in 2011/12.
It contains:
1. A Practice Profile
2. Establishing a Patient Participation Group (PPG)
A summary of the recruitment process used to ensure that the PPG is of sufficient size to be as
representative as possible of the Practice population.
3. Method and Process for Agreeing Priorities for a Local Practice Survey
The method the Practice adopted to seek the views of the PPG in determining the priority areas for
the Practice to include in a local practice survey.
4. Details and Results of the Local Practice Survey
A description of the local practice survey and how it was carried out, as well as details of the survey
results.
5. Discussing Survey Results with the Patient Participation Group (PPG)
Details of how the Practice consulted with the Patient Participation Group (PPG)
6. Agreeing an Action Plan with the Patient Participation Group (PPG)
Details of the draft action plan setting out the proposals arising out of the local practice survey
results, how that was agreed and how the proposals can be implemented
7. Publishing the Local Patient Participation Report
Details of where this Report has been published and also details of the Practices opening hours and
how patients can access services
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1.
Practice Profile
The Alford Group of Doctors is a busy practice thirteen miles from Skegness. It has a patient list of 7508
serviced by 4 GP Partners. There are also 2 practice nurses, two Phlebotomists and 4 Healthcare
assistants.
In terms of gender, the practice population is fairly evenly balanced. However as the table shows the
practice has a significantly larger proportion of older adults.
Age range
0-9
10-19
20-29
30-39
40-49
50-59
60-69
70-89
90+
0-9
10-19
20-29
30-39
40-49
50-59
60-69
70-89
90+
2.
Sex
Female
Female
Female
Female
Female
Female
Female
Female
Female
Male
Male
Male
Male
Male
Male
Male
Male
Male
Patient Count
310
425
327
285
514
526
671
668
60
315
430
367
306
488
512
642
634
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Establishing a Patient Participation Group
Develop a Structure that gains the views of patients and enables the Practice to obtain feedback from
the Practice population e.g. a Patient Participation Group (PRG)
DES Component 1
As part of component 1 of the DES Practices are required to establish a Patient Participation Group
comprising only of Registered Patients and use best endeavours to ensure their PPG is representative.
Recruiting to the Patient Participation Group (PPG)
2.1 Process
1) Surgery decorated with posters in key locations such as the reception desk, pin boards, front door,
message screen, walls etc.
2) Personal recruitment during morning surgery for four weeks giving sign-up leaflets to patients telling them
about the PRG and asking them to register their interest in becoming a member of it.
3) LCD call-board messages amended to advertise the PPG
4) Poster given out with all printed prescriptions
5) Information on the Practice website with a form to register interest in becoming a member of the PPG
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6) Notices in all outlying villages about the PPG with details on how to register interest in becoming a
member of the PPG. This was identical in content to sign-up leaflets used in the surgery.
7) Patients were asked on an ad-hoc basis by staff/Healthcare Professionals if they wished to join the group
A decision was taken at the beginning of the process to create a ‘virtual’ PPG and a PPG working
committee, and to try to recruit as many patients as possible to become members. This was in an effort to
try and make the PPG as representative as possible. Personal recruitment was a tactic specifically designed
to try and reach as many diverse groups as possible. Two members of staff spoke to patients during
morning surgery, and at other ad-hoc times of the day, every day for 3 weeks.
In order to reach those who were unable to come into the surgery, such as frail or care home residents,
and the ‘usually well’, who would only attend surgery rarely, we placed posters in some of the local shops,
post office, village hall, local schools, etc.
With such widespread advertising, the Practice has offered the opportunity to participate to the broadest
possible range of individuals and groups.
A strong positive feature of a relatively large PPG such as this is that it represents a very large range of
individual characteristics and needs for the patients themselves, but also within their extended families.
2.2 Patient groups represented in the Practice PPG.
Patient Participation Group

All the data collected from the ‘sign up’ sheets was analysed and cross referenced with System 1 to
allow further information to be included, such as demographics etc. This allowed the Practice to
analyse the comments made and establish how representative the PPG was.
The virtual group responds to practice surveys and actively helps us with two way communication on
ideas about how to improve our services and understand patient priorities and issues.
The committee does as per the virtual group and also meet at the Practice every last Friday in the
month. They support us with patient communication, service development and to collate and
interpret feedback, and play an active part in survey design and results.
The patient group (virtual and committee) comprises 26 members
PPG PROFILE
Gender

55-64
6

Transgender
0

65-74
9

Male
10

75-84
2

Female
16

85-89
0

16-24
0

25-34
2

35-44
1

45-54
6
Age
Employment Status

Employed
14
4

Unemployed
1

Retired
11

Student
0
Ethnicity
 White British
26
Languages
 English
26
3. Method and Process for Agreeing Priorities for the Local Practice Survey
Agree areas of priority with the Patient Participation Group (PPG)
Component 2
As part of component 2 of the DES Practices are required to agree which issues are a priority and include
these in a local Practice Survey.
The PPG and the Practice will shape the areas covered by the local practice survey. The areas covered in
the local practice survey will, therefore, need to be agreed jointly based on key inputs including the
identification of:




Patients priorities and issues
Practice priorities and issues including themes from complaints
Planned Practice changes
National GP and/or Local Patient issues
The process used to seek the views of the Patient Participation Group in identifying the priority
areas for the survey questions.
 The practice sought to establish the patient priorities and issues by emailing the PPG with various
examples of forms to use. They were then asked to come back with their opinions on questions etc.
and the form was picked.
 Emails were sent to the PPG members asking for their feedback on the proposed questions for the
patient survey 2011. Questions for the proposed survey were drawn up from their feedback.
The priority areas and how these match those set out by the PPG
The priority areas for the local practice survey are taken directly from the responses received during previous
discussion.
4. Details and Results of the Local Practice Survey
Collate patient views through the use of a survey
Component 3
As part of component 3 of the DES Practices are required to collate patients’ views through a local
practice survey and inform the Patient Participation Group (PPG) of the findings.
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The Practice must undertake a local Practice survey at least once per year. The number of questions
asked in the local practice survey will be a matter for the Practice and the PPG to agree. Questions
should be based on the priorities identified by the PRG and the Practice.
4.1 Survey questions




Details of how the practice determined the questions to potentially be used in the survey are detailed in
the practice response to 2.1 above.
The practice based the survey on the top topics (i.e. those which had been mentioned by patients most
often)
Detailed survey questions were designed by a GP Partner at the practice, along with the Practice Manager.
The survey went through several iterations, being reviewed by both GPs and non-clinical staff members,
and then tested on a small number of “guinea pigs” who had not previously seen the survey. The survey is
still available to view, the questions can be seen alongside the results on the practice website
www.alforddocs.co.uk
Survey method(s)
It was decided to use a variety of media to distribute the survey to avoid the risk of skewing data towards
particular groups
 300 forms were given out by GPs and Healthcare Professionals during surgerys and clinics.
 The survey was sent to all PPG email addresses (26 patients)
 100 copies left in reception
 Link on website to survey http://www.alforddocs.co.uk/
Collation of the survey results


All hard copy answers received were then collated and manually entered into the website survey
software. (The practice still holds all completed paper surveys.)
The website survey software collated the results which equated to 164. The results were circulated to the
partners for their feedback and to the PPG for their feedback
Publication of patient survey

Copy of survey results are published on the practice website http://www.alforddocs.co.uk/ and are to be
displayed in the Practice waiting room (March 2012)
5. Discussing Survey results with the Patient Participation Group (PPG)
Provide the Patient Participation Group (PPG) with the opportunity to discuss survey findings and
reach agreement with the PPG of changes to services.
Component 4
As part of component 4 of the DES Practices are required to provide the Patient Participation Group
(PPG) with the opportunity to comment and discuss findings of the local practice survey and reach
agreement with the PPG of changes in provision and manner of delivery of services. Where the PPG does
not agree significant changes, agree these with the PCT.
Consultation with the PPG on the findings of the survey and any proposed changes highlighted
from it.
 The practice sought the views of the PRG on the findings of the Practice patient survey and the Action plan

proposed by the Practice via email.
The findings of the survey was sent out to the PPG and asked for their comments by a period of time so
this could be reported back to the committee.
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
All comments were discussed at the meeting on the 30th of March 2012.
6. Agreeing an Action Plan with the Patient Participation Group (PPG)
Agree and Action Plan with the Patient Participation Group (PPG) and seek PPG/PCT agreement to
implementing changes.
Component 5
As part of component 5 of the DES the practice is required to agree with the PPG an Action Plan setting
out the priorities and proposals arising out of the local patient survey. They are also required to seek
agreement from the PPG to implement any changes and where necessary inform the PCT.
6.1 Action Plan that relates to the survey results and copy of the agreed Action Plan for 2011/12.
What follows is the action plan that was proposed by the practice to the members of the PPG. As no adverse
comments were made or amendments suggested by the stated deadline (or since), this is also the agreed
Action plan.
The changes made fall within the scope of contracted GMS services, so no consultation with the PCT was
required.






A copy of the Patient Survey and Action plan are linked here http://www.alforddocs.co.uk/
Communication is an issue which we need to improve on. Leaving a message for a GP or information for a
GP can be a problem.
The chance of seeing a doctor within 48 hours is probably being confused with seeing a specific doctor.
Privacy and Confidentiality.
Information in the Practice.
Suggestion Box
Summary of Action Plan / Points
Area for Action
Communication in the Practice
Seeing a Doctor within 48 Hours
Privacy and confidentiality
Information in the Practice
Suggestion Box
Proposed
We need to ensure that everything the Practice does reaches
the patients. We need to use a bigger variety of media to do
this.
Communicating to the patients by ways of different media
that messages can be left for GPs who will phone them back.
Revamping of the surgery waiting room so that no one can
hear conversations at the desk. Talking to patients on the
phone to be done by a receptionist in the back office. The
patients also need to be informed that if they have something
personal to discuss they are within their rights to go into
another room.
More use of the display screens, LCD TV, website and
newsletters.
A suggestion box is to be set up in reception for patients who
are still unable to complete surveys as they think that the
Practice will find out who they are. These will be anonymous.
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6.2 Method used to consult with the PPG to agree the Action Plan.

As our PPG is a committee and virtual group, the practice emailed the PPG the results of the Patient
Survey and proposed actions in March. They were given a defined period to feedback their views prior to
publishing the final report. No amendments were requested nor negative feedback received within the
time period (or since).
6.3 Updates on progress against 2011/12 Action Plan



The results of the survey have been published on the practice website and paper copies have been
displayed in the Practice reception area and on notice boards around the building
An article will also appear in the next edition of the newsletter publicising the Survey results and action
plan. This will reach a greater number of our patients.
The Practice Manager will update the practice website and information board.
Additional information
 New members of the PPG are welcome at any time. This has been reflected on the practice website since
the launch of the PPG.
 Invitations to join the PPG will be incorporated into the patient registration pack when this is revised in
April 2012.
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7. Publishing the Local Patient Participation Report
Details of where this Report has been published and also details of the Practices opening hours and
how patients can access services
7.1 Practice opening hours and details on how Patients can access services during core hours (8.30am6.30pm)
Access to services is by personal visit or telephone call during reception opening times:
Monday
08:30 – 18:30
Tuesday
08:30 – 18.30
Wednesday
08:30 – 18.30
Thursday
08:30 – 18.30
Friday
08:30 – 18.30
Between 8.00-8.30am and after 18.30pm, 111 provides a telephone service for patients calling in. Calls requiring
GP attention are asked to phone the surgery in the morning or go to OOH .
Where a Practice is commissioned to provide Extended Hours the Practice is required to confirm the
times at which patients can see individual health care professionals
7.2 Extended hours and details of access to Health care Professionals.
1 The Practice provides additional GP appointments as follows on a rota basis:
Appts from 18.30 – 19:00 Monday to Friday evening
2. The Practice provides additional Practice Nurse appointments on a rota basis:
Appts from 18:30-19.00
Tuesday and Thursday evening
These extended hours appointments will be reserved primarily for those who are unable to attend the surgery
during “normal hours”.
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