101 Holloway
Dr D Sharma
Miss W Loveridge
Ley Hill Health Centre
Northfield
Birmingham
B31 1TR
Tel: 0121 475 1422
Fax: 0121 477 0538
LEY HILL HEALTH CENTRE
PATIENT REPRESENTATIVE GROUP REPORT – 2012/2013
PATIENT REPRESENTATIVE GROUP
The patient representative group at Ley Hill Health Centre was set up in 2007.
The group reviews everything from access to the services, local health needs,
to the effect of the changes in the NHS on the practice. It is an open
membership group that encourages involvement and attendance from all
areas of the practice community. Our PRG assisted greatly with the new build
liaising with Birmingham City Council and our very helpful Local Councillor
(John Lines). We would like to thank our PRG members for helping us
develop our new surgery. They also provided the knowledge and appropriate
channels to assist us in obtaining cash funding to furnish the building. We
value the input that our PRG provides. They are an asset to the practice and
have given us an in depth insight into what our practice population requires.
PRG AND PRACTICE PROFILE
Please see below a breakdown of how our Patient Reference Group is
represented
Demonstrating how our Patient Reference Group is Represented
Practice Population Profile
PRG Profile
Difference
26.8% Under 16
Age
0% Under 16
-26.8%
13.2% 17-24
0% 17-24
-13.2%
16.9% 25-34
0% 25-34
-16.9%
14% 35-44
0.00% 35-44
-14%
12.3% 45-54
0.13% 45-54
+1.05%
9% 55-64
0.06% 55-64
+0.66%
4.8% 65-74
0% 65-74
-4.8%
2.1 % 75-84
0% 75-84
-2.1%
0.9% 85 and Over
0.06% 85 and Over
+6.66%
Ethnicity
White
White
39.3% British Group
0.1% British Group
+0.25%
1% Irish
0% Irish
-1%
Mixed
Mixed
1.5% White & Black Caribbean
0.03% White & Black Caribbean
+2%
33.3% White & Black African
0% White & Black African
-33.3%
0.3% White & Asian
0% White & Asian
-0.3%
Asian or Asian British
Asian or Asian British
0.9% Indian
0.03% Indian
+3.33%
0.4% Pakistani
0% Pakistani
-0.4%
0.5% Bangladeshi
0% Bangladeshi
-0.5%
Black or Black British
Black or Black British
3.3% Caribbean
0% Caribbean
-3.3%
3.1% African
0% African
-3.1%
Chinese or other ethnic group
Chinese or other ethnic group
0.7% Chinese
0% Chinese
-0.7%
2.7% any other
0% any other
-2.7%
13% Not Stated
0% Not Stated
-13%
Gender
49.5% Male
0.12% Male
+0.24%
50.5% Female
0.37% Female
+0.73%
The practice (along with the PRG), have developed a leaflet to advertise the
PRG. It includes the remit, aims and objectives of the Group. A copy of this
is shown below:
101 Holloway
Dr D Sharma
Miss W Loveridge
Ley Hill Health Centre
Northfield
Birmingham
B31 1TR
Tel: 0121 475 1422
Fax: 0121 477 0538
LEY HILL HEALTH CENTRE
Patient Participation Group
The Ley Hill Health Centre, PPG is an advisory Group of patients and Medical
Centre staff who meet to promote and maintain constructive two-way
communication between patients and the Health Centre thereby helping the
Health Centre to provide appropriate services in the most appropriate of ways
for the benefit of all.
Membership of the Group is open to all registered patients of the Ley Hill
Health Centre in Northfield who are over the age of 16.
Its objectives are:
 To enhance communication between the patients, partners and staff of the
Medical Centre
 To act as a representative group that can be called upon to advise on &
influence the provision of health and social care in Northfield
 To involve patients from a wider population
 To link up with other local PPGs
The Group’s activities to-date includes setting up two patient satisfaction
surveys within the Practice and publishing the results.
The remit of the Group does not include;
 Individual complaints
 Staff disciplinary issues
 Staff appointments
The Group meets quarterly and welcome new members, whether existing or
newly registered patients.
If you are interested in attending meetings and/or would like to be put on the
PPG mailing list please contact Sue Williams on 0121 475 1422, alternatively
you may wish to leave the details of your email address and/or telephone
number at reception, and we will get in touch.
There is also some information about the PPG on the practice website
http://www.leyhillsurgery.gpsurgery.net/
ANY FEEDBACK PROVIDED IS ALWAYS GREATLY APPRECIATED
THE RECRUITMENT & FORMATION OF THE PRG
Ley Hill Health Centre recruited and formulated their Patient Reference Group
approximately six years ago. Adverts were placed in the waiting room,
leaflets displayed, more recently the new TV screen advertised an advert for
the group. Majority of the recruitment was based on our receptionists
advising patients when they attended for their appointments. We already
played an active part in the local community meetings so volunteers were
quite forthcoming.
We currently have seven members of the group but are currently seeking
male, ethnic and young representation as a couple of our members are
leaving the area. This would obviously ensure a fair and equal
apportionment.
The GPs and clinical members of the team are also playing an active role by
informing the patients that our group exists.
Should anyone be interested in joining the group please contact the surgery
on 0121 475 1422 and speak to Sue Williams, Office Manager.
PRG FREQUENCY OF MEETINGS
Meetings are held quarterly unless there is anything specific to discuss, we
would then hold an additional session
15.03.2012
Discussed and agreed patient survey results.
Discussed how best to improve on specific areas and any
development from the last meeting. Action Plan established
06.09.2012
Discussed government changes/challenges, new website,
prescribing issues, high A & E attendees, redevelopment of
the area, Minor Ops/ development of new services.
Action Plan established
20.12.2012
Discussed hearing aid batteries, internet Installation, PPA
Chair Agreement made. Action Plan established.
PRG MEMBERSHIP
Practice Representatives:
Dr D Sharma (GP/Partner), Jackie Wallis (Nurse Practitioner),
Wendy Loveridge (Business Manager/Partner), Susan Williams (Office
Manager)
Patient Representatives:
Mrs Doris Green, Mrs Joan Askey, Miss Deborah Cope, Mr Robert Ross,
Mrs Theresa Ross, Mrs Brenda Niland, Mrs Celia Beresford
AREAS OF PRIORITY & HOW THEY WERE DECIDED
Used CFEP UK Survey, (as used in previous years). In depth survey
including improving practice questionnaires.
The survey provides percentages for the current year and previous years
2006, 2007, 2008 & 2011 which can be used as a comparison
The high priority areas for the practice were discussed and highlighted as
follows:
Best areas were:
● Ability to listen
● Explanations
● Satisfaction with visit
● Confidence in ability
● Warmth of greeting
Worst areas were:
● Speak to Practitioner on the telephone
● See Practitioner of choice
● Telephone access
● Complaints/ Compliments
● Illness Prevention
● Second Opinion/ Comp medicine
SURVEY PROCESS
The practice used CFEP UK Survey, (as used in previous years). In depth
survey including Improving Practice Questionnaires. CFEP are an
independent survey company. The survey was carried out in January 2013.
98 questionnaires were completed and evaluated. The results are shown
below.
The total outcome of the survey was discussed at our PRG meeting in March.
SURVEY RESULTS
IPQ Report Feedback
Of the 98 patients that responded to the survey the findings were as follows
ACTION PLAN
Discussion around written patient comments which included good and bad
(see report). Main interest shown and left open for discussion: “the booking
system on the telephone is horrendous you should be able to ring and book
an appointment for any time”.
It was suggested that the surgery review the current booking arrangements
and consider opening up ALL of the clinics to see whether patients would be
able to obtain an appt if all clinics were open in advance? (Possibility of
trialling for a three month period?) Reservations included the need to backfill
the backlog once we had trialled the new system. It was obvious that if all of
the clinics were opened the appointment slots would be filled far more quickly.
Everyone was reminded that we had trialled this before, unfortunately it had
been unsuccessful.
It was noted that there were far more “good” written comments than bad!
Meeting decided to concentrate on the above “worst areas” as these were the
top six.
Appointment Booking (Reason for appointment)

To enable more appointment slots:

Chest Infections

Very common reason for appt – taken over from the “cough” which can
be seen at the local pharmacy under the minor ailments scheme
Outcome & Action Plan
Timescale
1. To write chest infection protocol for reception. This
would include a checklist to enable reception to
May- June
follow a series of questions before offering an appt to
patients. Obviously asthmatic patients would be
seen without question.
Illness Prevention
Outcome & Action Plan
1. The new PC and access to the Patient UK website
was now available on reception, reception to
advertise the system to patients especially if they
require information about minor ailments.
Timescale
Immediate
2. Suggestions Box to be located in reception
May- June
3. White Sticky letters to be obtained in order to replace
existing ones on the doors to make access easier for
the patients when they are being called to the rooms
Immediate
Seeing Practitioner of Choice
Outcome & Action Plan
1. Profile to be written for Nurse Practitioner for new
patient packs, website & general handout to patients
details her role, experience, qualifications and what
she brings to the surgery and the patients.
Timescale
Immediate
Telephone Triage
Discussion around how to change/develop the current telephone triage
system?
Outcome & Action Plan
Timescale
1. Protocol to be developed for telephone triage calls,
to enable reception to book appropriately and advise May- June
patients whether their call was necessary for
telephone triage or appointment
2. Two extra slots of telephone triage times to be added May- June
to each clinic on the respective days of each clinician
ACCESS
OPENING HOURS
Monday
Tuesday
Wednesday
Thursday
Friday
0800 – 2030
0800 – 1830
0800 – 1300
0800 – 1830
0800 – 1830
* Late evenings Monday
EXTENDED HOURS
Our extended hours are provided on a Monday evening from 1830 – 2000
ACCESS TO SERVICES
The practice is open from 0800 – 1830 Monday to Friday excluding
Wednesdays when we close at 1300. Phone lines are open during these hours
as same with access to the surgery. Appointments can be made at any time
and results can be obtained at any time. Out of Hours information is available
when the telephones are switched over to answerphone.
Out of Hours contact number: 0121 415 2090
NHS Direct: 0845 4647
PUBLICATION OF THE REPORT
A copy of this report can be located and is published on our website found at:
http://www.leyhillsurgery.gpsurgery.net/
Hard copies of this report are available at reception, please ask to see one.