CARITAS GP PARTNERSHIP
(ELLESMERE MEDICAL CENTRE)
Patient Representative Group (PRG)
Report
This report summarises the development and outcomes of Ellesmere Medical Centre’s
PRG (2011/12)
1. Development of our PRG
On 1 May 2011, we started recruiting patients. We created some posters and leaflets with
details on what a PRG is, including a Q&A section. We then produced a form patients could fill
in if they were interested in joining the PRG. These were available in reception, on the website
and in the doctors’ rooms. Efforts were made by all practice staff to engage as many patients
as possible. We also advertised our PRG on the Practice website and in the September issue
of our quarterly newsletter.
As patients joined the PRG, we added their details to our PRG database. We monitored how
representative our group was on a monthly basis and accordingly with our findings, we
targeted the groups that had low or no representation.
2. Profile
The graphs below show the age, sex and ethnicity profile of our PRG compared to our Practice
population.
The above chart shows that the representation of patients in the 35-44 and 45-54 age range is
fairly consistent with our Practice population. Nonetheless, number of patients in the 17-24 age
range who agreed to join the PRG is considerably below our expectations. We actively
approached patients in this category and invited them to join the Group but they were all were
reticent. We will continue to focus on this category with a view to increase their representation.
The percentage of members in the over 55 categories is significantly higher than the
percentage of patients in our Practice population.
The male/female ratio of our Practice population is even. However, the male representation in
our PRG is significantly below the female representation. We identified this as an issue shortly
after we started recruiting members and even though we proactively targeted male patients,
the female representation is still predominant. We will continue to encourage male patients to
join our Group.
The data we hold on ethnicity is incomplete and cannot be used for comparison purposes. The
chart below shows that most of the respondents are white British (94.34%), which we believe
to be a fair representation of our practice population.
.
We targeted housebound patients as a group particularly difficult to engage with, as interaction
with this group is obviously limited. A search was performed to identify our housebound
patients. These patients were then telephoned and the concept of the PRG was explained to
them by a staff member. Patients who found this difficult to understand were followed up by a
letter. As a final step to ensure we had made the best possible efforts, a staff member went
out to visit housebound patients and as a result of these steps, we have recruited 2 patients.
3. Practice survey
We created a comprehensive questionnaire and sent it out to the PRG members both by email
and by post, asking for input on any amendments/additions.
Once we had received feedback from our PRG members we made the relevant alterations and
made the amended questionnaire available both at the Practice and on our website. The
questionnaires were handed out to patients during open surgery. We also invited patients to
join our PRG and fill in a questionnaire in the February issue of our Newsletter.
In total, we received 250 questionnaires, of which 222 had been correctly completed.
On receipt of the completed questionnaires we collated the results in an easy to follow pie
chart formula and sent this out to our PRG members, giving them the opportunity for comment
and to give their opinions on how we should move forward with this information.
The results of our survey show that some of our patients are not completely aware of our
opening hours. Our PRG had also noted this and suggested that we make our opening hours
more prominent, both in the surgery and on our website. As a result of this suggestion, we
have displayed colourful posters with our opening hours in the waiting room and the reception
area. Our opening hours are also available from our website and from the NHS Choices
website.
Full details of all questions included in our survey and the final results were forwarded to all
our PRG members and can be found in the embedded document below:
EMC Patient survey
report.pdf
Finally, we wrote an action plan and sent it to all our PRG members asking them to comment
and make suggestions on the proposed actions (see embedded document below).
EMC Full action
plan.pdf
We received 7 responses with excellent feedback, which we have summarised below.
Alongside the comments made by patients we have included our response and the actions we
will take.
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60% of respondents congratulated us on promptly identifying and addressing issues
raised by patients who completed the questionnaire.
The reinstatement of the Saturday morning opening has been perceived as a very
positive step. One PRG member commented on the fact that those appointments will be
booked very quickly and proposed that offered further alternative. However, we are
unable to do this at the present time due to budgetary constraints.
Interestingly, one respondent pointed out that the whole medical profession fails to
recognise that patients fall ill outside the normal week. We understand this patient’s
views, however, perhaps this patient is unaware of the Out of Hours service, which
patients can access when the surgery is closed.
4. Practice opening hours
Monday
Tuesday
Wednesday
Thursday
Friday
One Saturday per month
8.00am - 6pm
7.00am - 6pm
8.00am - 6pm
7.00am - 6pm
8.00am - 6pm
9.00am – 12pm
Appointments may be booked in person, by telephone or online, via our website.
The surgery is open on Tuesdays and Thursdays from 7am to 8am for patients who work. Dr
McGuigan carries out the early surgery on Tuesdays. On Thursdays, Dr Webster, Dr
Hazlehurst and Sister Viv Hallows cover the early surgeries.
Dr Webster and Dr McGuigan alternate the Saturday opening. Sister Caroline Hill is also
available one Saturday/month.