The Village Surgery Patient Reference Group Report 2013-14 - The Village Surgery, 157 High Street, New Malden, Surrey, KT3 4BH
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The Village Surgery, 157 High Street, New Malden, Surrey, KT3 4BH
www.villagesurgerynewmalden.co.uk/
The Village Surgery
Patient Reference Group
Report
2013-14-
The Patient Reference Group
The Patient Reference Group (PRG) consists of 8 patients who are across all adult age ranges and both genders are
represented. Three patients are from a non-European (Arab) background and members are semi-retired / retired.
In the 2013-14 year all members of the group attended one or more meetings we held. In addition, one member of
the group gave out questionnaires in the waiting room and one member analysed the questionnaires. The group is
representative of the ethnic breakdown of the surgery and, whilst younger patients are not well represented we
have made sure their views are captured within the respondents to the questionnaires.
In order to reach a wider range of patients a questionnaire was given out by Reception staff to 201 patients who
came to the surgery for appointments and other reasons during December 2013. Members from the Patient Group
also helped with this process. The age range, gender and ethnic backgrounds of the respondents are as follows:
40.00% Village Surgery Ethnicity of Questionnaire
35.00%
30.00%
Respondents 2013-14
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
The Village Surgery Local Participation Report – March 2014
1The PRG have met twice in 2013. At the first meeting we discussed the outcomes from the previous year’s action
plan, which issues we needed to carry forward into this year and any new issues which the group felt we could
usefully develop in the next year. The notes from the two meetings are at Appendix 1. The areas for development
are:
Ensuring all patients have access to the full range of appointment types to suit their needs
Promoting the use of on-line services
Promoting alternatives to A&E for out of hours care
Continuing to monitor the amount of time patients wait for their appointments.
Following the first meeting a questionnaire was devised from comments made at the meeting and sent to the PRG
for comment before handing out over the period of 2 - 3 weeks. It was decided to target the questionnaire only at
patients attending the practice for these reasons:
the likelihood of getting a better rate of return than posting because we could give out and get back
questionnaires at the same time
the fact that many of the questions covered the experience in the surgery so may have been irrelevant to
postal respondents.
To ensure we got a wide age range of respondents.
To ensure we were able to reach the high proportion of Arab patients in the surgery (shown as White Other
or Other Group on the ethnicity data).
201 questionnaires were returned and were analysed by a member of the PRG. The questionnaire is shown at
Appendix 2
The questionnaires were then analysed and the full analysis is shown at Appendix 3.
The PRG then met again on February 12th 2014 to discuss the findings and decide on which areas could be included
in the action plan. This second meeting, then, both devised and agreed on the action plan.
Below is the 2012-13 action plan to demonstrate progress and the new 2013-14 action plan.
The Village Surgery Local Participation Report – March 2014
2The Action Plan 2012-13 and Evidence of Actions Taken
Website 30th September Staff to monitor the Approximately 42 patients have
Advertise the new website in 2012 hits on the website requested repeat medications on
the surgery and on letter from 1st May line in the period 19th August to 18th
heads Staff to monitor the September 2012. There were 187
Advertise use of the services patients registered for patients registered in May 2013 and
available and specifically the repeat prescriptions 226 in October 2013.
use of the repeat prescribing
service Visits to the website as at 4th March
Advertise the Local 2014 is 18,693
Participation Report also Staff to monitor the As at 4th March 2014 63 patients are
patients registered for registered for repeat prescriptions
2013 – re-advertise website, repeat prescriptions (see screen print below)
construct user guide and add 30th April 2013
to letter heads etc
Reception Signage 30th April 2013 Add a sign in Reception Confidential area sign displayed
re ‘patients can go adjacent to the Reception Desk
somewhere private if
they do not want talk
at Reception
Equipment in Reception / 30th April 2013 Look into the feasibility Check in screen cannot be used as it
Waiting Area of having the check in has to be placed outside of the
screen operational secure entrance and patients would
still need to be checked through the
Ensure BP machine is door.
working and BP machine is operational.
encourage usage
(Taken from surgery website 4th March 2014)
The Village Surgery Local Participation Report – March 2014
3The Action Plan 2013-14
Task Timescales Action Required Outcome
Ensure patients are offered On-going but Provide reception Minutes from staff meeting
the full range of audit in June staff with training at
appointment types if they 2014 a staff meeting
do not require an Provide script for Script on display in staff reception
area
appointment that day or if appointments as a
all appointments are gone reminder
Also measure in the 2014 – 15
Put up poster in questionnaire
AND waiting area
reminding patients
Ensure website, NHS Choices of all appointment
and signage in the surgery types
reflect all appointment types Add document to
and Reception staff offer all website reminding
available appointments
patients of all
appointment types
Edit NHS Choices
entry
Offer appointments
on the on line service
to give patients more
autonomy over their
choice of
appointments
Help patients to become On-going but Put up poster in Reduced take up of A&E services in
more aware of the full range include the same waiting area 2014-15
of services available out of question in the reminding patients
2014-15 of all services Also measure in the 2014 – 15
hours
questionnaire
questionnaire available out of
hours, using the 111
materials
commissioned by
Kingston Clinical
Commissioning
Group.
Add document to
website reminding
patients of all
services available out
of hours
Edit NHS Choices
entry
The Village Surgery Local Participation Report – March 2014
4Surgery Opening Hours, Access and Extended Hours The surgery hours are shown on the practice leaflet and website and are as follows: Monday to Friday – 08:00 – 18:30 Extended hours are on Wednesday and Thursday evenings and are from 18:30 to 20:00. Dr H Alikhan is available on a Wednesday evening and Dr N Al-Yaqubi on a Thursday evening. Access is either face to face at the surgery during opening hours or by telephoning 020 8942 0094. The ethnic, age and gender breakdown of the practice population is shown at Appendix 4. The Village Surgery Local Participation Report – March 2014 5
Appendix 1
Notes from PRG Meetings 2013-14
Notes from Patient Participation Group Meeting – 30th October 2013
Present: GL – Patient, MM – Patient, BM – Patient, PM – Patient, DM – Patient, GM – Patient, AQi – Patient and
Practice Staff, Karin Al-Yaqubi – Practice Manager, Denise Scorer – Practice IT / Project Lead
1. Introductions – all attendees signed the attendance sheet
2. Denise recapped on the purpose of the Patient Reference Group as follows:
To hear the views of the patients and include these in our annual survey
To improve the surgery where required
To maintain the progress made from the previous years action plans
To hold regular meetings
To agree a Questionnaire
To distribute and receive back questionnaires for analysis
To Analyse results
To meet again to agree an action plan
To publish the action plan on the practice website and elsewhere
All this is to be done by 31st March 2014 and from April 2014 the action plan is to be implemented.
3. Ground Rules – keeping to a one hour limit, first names only, no discussion of personal health problems.
4. Themes for this meeting – the discussions were as follows:
Appointment system – it was commented that there have been difficulty getting appointments recently. This
is due to poor access to book in advance appointments – anecdotal evidence shows that staff did not want
to book these, and also a general shortage of appointments. Karin explained that Dr Alikhan has been
working reduced hours during October so appointments have been restricted.
Late running of appointments – Karin commented that this is an ongoing problem. Group members were not
unduly concerned about this as they recognise that all patients have times when they need more time, but
we need to try and limit patients to one problem per session (this is difficult for the GP to control once the
consultation has started).
Types of appointment – members felt that patients may not know about the different types of appointment
available – on the day, emergency, in advance, double appointments.
Patients commented that the surgery was bright and clean and the noticeboards contain useful information.
However, the magazines are dated and scruffy – and can harbour germs – so the group felt we should ask
people to bring in more up to date magazines and then dispose of them when they started to look scruffy.
Use of other local NHS services – the group felt it would be a good idea to advertise the other NHS services
available out of hours – walk in centres, Gosbury Hill etc There is a leaflet on the website but this needs to
be more available in the surgery.
5. Action Plan from 2012-13
Website – registrations for the prescription services have increased. There were 187 patients registered in
May 2013 and 226 in October 2013.
Reception signage has been updated following the surgery redecoration earlier in 2013.
Equipment in Reception Area – Unfortunately, because of the position of the security door it is not feasible
to use the patient check in system. However, the BP monitor is in use.
6. New Initiatives
Denise reported that we have started to use text messaging for flu reminders and will monitor the success of this. If
it proves successful we will use it for other recalls with a view to moving on to appointment reminders. This could be
included in the questionnaire.
The Village Surgery Local Participation Report – March 2014
67. 2013-14 Questionnaire We plan to have the questionnaire ready for late November and hand it out over a two week period. The group agreed that we should continue to include the appointments system, use of out of hours services and text messaging. 5. The Way Forward – the questionnaire will be made available to the group shortly and they will be given a few days to comment. The questionnaire will then be distributed via email addresses and on Reception for a period of 2 weeks. Nearer the time we will ask members if they are able to volunteer to sit in reception and give out and receive back questionnaires. The group will meet again when the questionnaires have been analysed. 6. Date of Next Meeting – Wednesday 12th February at 12 Noon Notes from Patient Participation Group Meeting – 12th February 2014 Present: BM – Patient, DM – Patient, GM – Patient, AQ – Patient and Practice Staff, Karin Al-Yaqubi – Practice Manager, Denise Scorer – Practice IT / Project Lead 1. 2013-14 Questionnaire Analysis As agreed previously the 2013-14 questionnaire was handed out in December and January and has been analysed. The meeting went through the analysis and this shows the following: 85% of patients find it easy or very easy to get an appointment which maintains a good level, but there has been an increase to 13.9% of those not finding it easy to get an appointment. Action – ensure Reception staff are aware of all the options that a patient can be offered for an appointment. Further on appointments, there was a slight change to the question which had previously asked about extended hours appointments. This year it was widened to include all types of appointments. Extended hours and the childrens emergency clinic were the lowest of the appointment types and we must continue to market these at all opportunities: Action – ensure website, NHS Choices and signage in the surgery reflect all appointment types and Reception staff offer all available appointments Regarding waiting times in the surgery, we continue to maintain levels of satisfaction as in previous years, so this should not be in the action plan. And it is a similar situation with satisfaction with GP consultations. New questions were about the quality of the waiting area, seeing a GP of choice and awareness of services outside of the surgery. The waiting area was generally considered clean and tidy and 89% of patients saw their GP of choice. Regarding knowledge of services outside of the surgery, 33% knew about the 111 service – the highest answer – whereas only 8% knew about the Gosbury Hill GP Clinic in Chessington. There is therefore a need to better advertise these services and this can part of the new 111 campaign in Kingston which the Clinical Commissioning Group are shortly launching. Action - ensure website, NHS Choices and signage in the surgery reflect all services available and Reception staff are aware also. 2. The Way Forward – the action plan will be published with the report and will be on the practice website by 31st March. 3. Finally, group members were once again thanked for their input and advised they would be contacted after April for the 2014-15 round. The Village Surgery Local Participation Report – March 2014 7
Appendix 2
APPOINTMENTS
Generally how easy is it to make an appointment at the time you want – please tick one
Very easy
Quite easy
Not very easy
Are you aware of the following types of appointment which you can ask – please tick all that apply
Book on the day Book in advance
Emergency Children’s Emergency Clinic
Extended Hours (Weds & Thurs from 18:30)
THE WAITING ROOM
How satisfied are you with the length of time you wait to be seen once you have checked in at Reception for your
appointment – please tick one
Very satisfied
Satisfied
Neither satisfied or dissatisfied
Not satisfied
Please comment on the condition of the waiting area today: please tick left or right side for each answer
Clean and Tidy OR Untidy
OR Noticeboards out of date or untidy
Magazines up to date and clean OR Magazines old or scruffy
PATIENT CONSULTATION
Were you able to see the GP of your choice today How satisfied were you with the quality of your
consultation
Yes Very satisfied
No Satisfied
Neither satisfied or dissatisfied
Not satisfied
OUT OF HOURS SERVICES
Are you aware of have you used any of the following services out of hours?
Gosbury Hill Chessington, GP Clinic
Teddington NHS Walk-In Centre
Queen Mary’s Hospital Minor Injuries Unit
Dialing 111
Surgery Out of Hours Service
CONTACTING YOU
Please indicate your preferred method(s) for being contacted by the surgery:
By letter
By telephone
By text message
By email
The Village Surgery Local Participation Report – March 2014
8Please use the space below to add any other comments about the surgery .
Are you male or female? Male Female
How old are you?
Under 18 O 55 - 64 O
18 – 24 O 65 - 74 O
25 – 34 O 75 - 84 O
35 – 54 O 85 and over O
What is your ethnic group?
A. White
British O
Irish O
Any other white background O
B. Mixed
White & Black Caribbean O
White & Black African O
White & Asian O
Any other Mixed background O
C. Asian or Asia British
Indian O
Pakistani O
Bangladeshi O
Any other Asian background O
D. Black or Black British
Caribbean O
African O
Any other Black background O
E. Chinese or other ethnic group
Chinese O
Korean O
Any other ethnic group O
The Village Surgery Local Participation Report – March 2014
9Appendix 3
Results from 2013-14 and comparisons with 2012-13
There were 201 surveys completed and these were collected from patients who attended the
surgery in December 2013 & January 2014. In order to show continuity and credibility of the
results comparisons have been made with 2012-13 where applicable. Where questions are new,
such as the condition of the waiting area, anecdotal evidence supports the answers. For instance
there have been no complaints about the premises by any patients in the distant past, although
there was one comment on GP Choices (hence the inclusion of the question).
Generally how easy is it to get the appointment time you want?
2013-14
Generally how easy is it to make an
appointment at the time you want
50.00%
45.00% 43.30% 42.30%
40.00%
35.00%
30.00%
25.00%
20.00%
13.90%
15.00%
10.00%
5.00%
0.00%
Very easy Quite easy Not very easy
2012-13
How easy is it to get an appointment at the time you want
60.00
50.00 47.83
45.11
40.00
30.00
20.00
10.00
5.98
1.09
0.00
Very Quite Not No Entry
The Village Surgery Local Participation Report – March 2014
10Are you aware of extended hours surgeries
2012-13
Are you aware of extended hours
60.00
53.26
50.00
44.02
40.00
30.00
20.00
10.00
2.72
0.00
Yes No No Entry
In 2013-14 the scope of the question was widened to incorporate all types of appointment
2013-14
Are you aware of the following types of
appointment
180 165
160
140
114
120
100 93
80
60
38
40 23
20
0
Children’s Extended Hours Emergency Book in advance Book on the day
Emergency Clinic (Weds & Thurs
from 18:30)
The Village Surgery Local Participation Report – March 2014
11How satisfied are you with the length of time you wait to be seen once you have checked in
at Reception.
2013-14
How satisfied are you with the length of
time you wait to be seen once you have
checked in at Reception for your
appointment
50.00%
43.37%
45.00%
40.00%
35.00%
30.00% 27.55%
25.00%
18.37%
20.00%
15.00% 10.71%
10.00%
5.00%
0.00%
Very satisfied Satisfied Neither satisfied or Not satisfied
dissatisfied
2012-13
Satisfaction with waiting times in the surgery
50.00
46.74
45.00
40.00
35.00
30.00
25.00
22.28
20.11
20.00
15.00
10.00 8.15
5.00
2.72
0.00
Very satisfied Satisfied Neither satisfied or Dissatisfied No entry
dissatisfied
Those who are satisfied has decreased from 46.74% in 2012-13 to 43.37 in 2013-14. The level of
dissatisfaction has increased from 8.15% in 2012-13 to 10.71 in 2013-14. We will continue to
monitor this and have discussed it at the PRG.
The Village Surgery Local Participation Report – March 2014
12How satisfied were you with the quality of your consultation
2013-14
How satisfied were you with the quality of your
consultation
60.00%
51.46%
50.00%
40.94%
40.00%
30.00%
20.00%
10.00% 6.43%
1.17%
0.00%
Very satisfied Satisfied Neither satisfied or Not satisfied
dissatisfied
2012-13
How satisfied were you with the consultation
60.00
53.26
50.00
40.00
34.24
30.00
20.00
10.00
5.43 5.98
1.09
0.00
Very satisfied Satisfied Neither satisfied or Dissatisfied No entry
dissatisfied
The level of those very satisfied or satisfied with their consultation remains over 90% but it there
has been a slight shift from very satisfied to satisfied in 2013-14.
The Village Surgery Local Participation Report – March 2014
13New for 2013 – 14
Please comment on the condition of the waiting
area today
120.00%
99.48%
100.00% 94.62%
81.61%
80.00%
60.00%
40.00%
20.00%
0.00%
Clean and Tidy Noticeboards up to date and Magazines up to date and clean
informative
Were you able to see the GP of your choice today
100.00%
89.19%
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.81%
10.00%
0.00%
Yes No
The Village Surgery Local Participation Report – March 2014
14Awareness of services available out of surgery
hours
35.00% 32.86%
30.00%
25.00% 22.86% 22.86%
20.00%
14.29%
15.00%
10.00%
7.14%
5.00%
0.00%
Gosbury Hill Chessington,
Teddington NHS Walk-In Queen Mary’s HospitalSurgery Out of Hours
Dialing 111
GP Clinic Centre Minor Injuries Unit Service
The Village Surgery Local Participation Report – March 2014
15Appendix 4
Age, Gender and Ethnic Breakdown of Practice Population – March 2014
All data collected 4th March 2014
2600
Village Surgery Male / Female
2500 Breakdown
2400
2300
2523
2200
2100 2188
2000
Male Female
900
Village Surgery Age / Gender Breakdown
800
700
600
500
Female
400
Male
300
200
100
0
U18 18-24 25-34 35-54 55-64 65-74 75-84 85-999
2500
Village Surgery Ethnicity Breakdown
2000
1500
1000
500
0
Ethnic group not given -…
Black African and White
Black Caribbean and White
Black Caribbean
Other black ethnic group
Bangladeshi
White Irish
Other ethnic, other mixed…
Black African
Indian
Chinese
Pakistani
Other white ethnic group
Other Asian ethnic group
White British
Other ethnic group
The Village Surgery Local Participation Report – March 2014
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