Upperthorpe M.C.Tel: 0114 2751010
Ecclesall M.C.Tel: 0114 2363936
UPPERTHORPE/ECCLESALL MEDICAL CENTRES
PATIENT PARTICIPATION GROUP
The General Medical Services contract is issued by the Department of Health (D.O.H). It reflects the agreement between the British Medical Council and the government about the services offered by GP’s. In March, this year the D.O.H published the revised contract which included requirements for patient reference groups.
The P.P.G should be seen as the conduit between the practice, and the patients on topics which are likely to lead to a better service being given by the practice. Remember the group exists to help you as a patient, and improvements are less likely if comments about the quality of the service are not forthcoming from patients.
If you are interested in becoming a member of our patient participation group, please email firstname.lastname@example.org or leave details with reception.
The list below gives the key requirements of the patient participation arrangements:
· Develop a structure that gains the views of patients, and enables the practice to obtain feedback from the practice population, e.g., a patient reference group.
· Agree areas of priority with their patient reference group.
· Collate patient views through a patient survey.
· Agree an action plan with their patient reference group.
· Publicise the results of the patient survey.
· Publicise the actions taken and what is achieved as a result.
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Patient Participation Group Leads: Dr Jayne Atkinson (GP Partner)
Gill Kirby, Practice Manager
The approaches we used to ensure the PRG is representative of our population were:
Each doctor asked attending patients over a several week period if they would like to be involved.
We also advertised on our practice notice board and website.
I spent time sitting in the waiting room talking (interviewing) patients, explaining the meaning of PRG/PPG and asking for patient opinion/comments regarding practice issues, including access/clinical care/waiting times etc. I made an effort to communicate with patients who do not have English as their first language with the use of English speaking family members
We initially tried to set up a meeting with our PRG, however this proved to be difficult; as people have busy lives and finding a time to suit all proved impossible.
We therefore decided to communicate via e-mail which proved to be acceptable to both the patients involved and the practice.
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Time spent in the waiting room discussing issues with patients also proved to be an excellent way to gain patient opinion. The main issues that arose included access, the current use of 0845 number, length of time waiting to see GP/Nurse- ie surgeries running late.
We decided to use the GPAQ V3 survey to obtain views from our registered patients. We feel this is a comprehensive survey which asks about all areas of providing GP services. We felt this would be the ideal way to ask about the issues important to patients in our first year of trying to establish a PPG.
The survey could be obtained from the practice reception and was given out to people sat in the waiting room. A large proportion of our non- English speaking patients attend with English speaking relatives which enabled them to also fill in the survey.
The survey was also available to be completed electronically by accessing our patient website to suit those with access to a computer
A box was available for patients to post the survey after completion to allow anonymity or alternatively they could post it back to the surgery.
We have emailed the results of our survey to those who are currently in our patient group, we have had no feedback to date but will respond to any future response. The survey results are also available to view on our practice website and will be displayed in the practice waiting area.
THE PATIENT SURVEY
We wish to thank all of our patients who gave up their time to be involved in our PRG. We also wish to thank all those who took the time to complete our survey, a summary of the results follows, the full survey results can be accessed on our website, there is also a copy on our practice notice board.
Our practice population is currently 9,770. We had 161 responses which equates to approximately 1.5% of our population.
Of the people that responded, all age groups were represented (except <16)
62% of respondents had a long term health condition or disability.
A good mix of ethnic groups responded reflecting our diverse population.
Respondents included patients in employment, those in school or full time education, those unable to work due to long term sickness, carers and those that are retired.
The feedback from the survey was overall very positive.
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The overwhelming majority of respondents are happy with the helpful service they get from our reception staff.
The overwhelming majority of respondents are finding it easy to speak to a doctor/nurse via phone.
The overwhelming majority of respondents are able to get an appropriate appointment to suit their needs.
Respondents often have to wait some time for their consultation to start with 5-20 minutes being the usual wait.
There are various reasons for this including:-
· Complex medical issues which need more time
· Consulting with non-English speaking patients.
· Unexpected emergencies in surgery time.
· Nurses/Doctors spending time to listen to their patients concerns.
The overwhelming majority of respondents are very happy with our current opening times.
We feel that opening between 7-8am Mon/Wed/Fri mornings at Upperthorpe and Saturday surgery at Ecclesall has helped to achieve this excellent access.
The overwhelming majority of respondents feel that their doctor/nurse gives them enough time and also feels they are being listened to.
The overwhelming majority of respondents feel they are treated with care and concern and are able to be involved in decisions regarding their care.
The overwhelming majority of respondents have confidence in the doctors and nursing staff.
All respondents would recommend our practice to people who have just moved to the local area.
We are very proud of the results obtained in our survey and we will strive to continue to offer an excellent service.
Here are the comments that we received:-
100% EFFICIENCY ALL ROUND---A well run & efficient practice Congratulations---
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Absolutely great All staff are polite and helpful Dr's & nurse's very experienced and clued up Well Done---All round excellence---Always very helpful & pleasant if does not know the answer to a problem, will find out and ring back.---Attitude of receptionists has much improved - more friendly. Smiles are working well. This is very important.---Best surgery in Sheffield---Consistently providing an effective service. Thank you to all.---Excellent care when needed You can talk & discuss things of concern with them Don't rush you out of the surgery Good that you can speak to the doctors on the phone---Generally I think all the staff, receptionists, nurses and doctors are very polite, kind and helpful.---Good service---Hardly ever attend surgery so feel like we are strangers to each other. That’s why I am unsure about them understanding all my health needs. I also see any GP available.---I am very pleased with the practice. Thank you.---I appreciate how lucky I am to be a patient at this GP practice. I speak to many other friends and they are certainly not as lucky. Thank you.---I consider myself to be very fortunate with this practice---I find getting an appointment when needed is very difficult at times, being told to phone back and never get appointment when needed can be quite annoying at times, feel as though the surgery has too many patients - not enough doctors.---I have been with the practice since it opened, and have always been treated with consideration by all staff---I think this questionnaire just about covers everything
I usually see Dr Nicholas Hudson who is excellent. A most caring health centre. I am very fortunate---
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I would like a GP to work at this practice who has a qualification in an alternative medical aspect.---In the past I have been able to get an appointment the same day. However, recently this hasn't been the case. What is classed as an emergency ?---Myself, wife and son are very grateful for all the help that you have given to us all.---Newspapers for those waiting as in other surgeries!---Occasionally have felt that one is dealt with abruptly by receptionists---Please give an alternative phone number the 0845 is expensive - other kind line numbers are usually included in a phone tariff.---Reception staff excellent, doctors and nurse are exceptionally good. To what i hear of other practices in the area, thank you for your continued excellent service- thank you.---The care of both doctors, nurses and reception staff is second to none. A very professional/caring staff team.---The treatment I have received has been excellent. I feel that there should be some system, especially for people in my age bracket, to have a regular check-up - perhaps once every 2 years - simply to monitor heart, blood pressure and cholesterol. Just a thought not wishing to convey any dissatisfaction with the practice. The receptionists are particularly good.---THIS IS ,WITHOUT DOUBT, A FIRST CLASS PRACTICE AND AN EXEMPLAR FOR THOSE PRACTICES WHICH NEED TO IMPROVE---This is a very professional and well run practice - A model for many others.---This practice is in all ways far better than all the others with which I was registered---Thoroughly satisfied with all aspects of this practice---Very friendly and efficient---Very friendly and kind practice---We always get the help we need, so we have lots of confidence in all our doctors.---
We have only lived in this area since April, so this practice is new to us, but has been very good so far.- 7 -
Within reason I can get an appointment the same day that I ring up.---You are all doing an amazing job, Thanks to all for your hard work and dedication---Your'e all doing a superb job, pleasant, helpful, generally effortless experience. Thank you very much!---
We had a handful of minor negative comments i.e.
· More reading material in the waiting room.
We will recycle magazines that staff buy and place in waiting room.
· 0845 number.
We will discuss this at our next partners meeting and will look into changing
to a local number, we will keep you posted.
· Booking on line
As our knowledge of our current IT system improves, this is something we
will look into in the future.
· PRG meetings - ? more dates available
We will continue to offer the PRG the opportunity to meet face to face with some in-house meetings if we can arrange a mutually convenient time for all, however, if this proves difficult we will continue with our current arrangement. We aim to continue to liaise with our PRG and if anybody else would like to participate please contact our practice manager.
We feel we have listened to a representative sample of our diverse population and we will aim to respond to the negative comments received as highlighted above.
The Practice has made good progress with its PRG group in 2011/12 and has had positive feedback from our patient population. We are keen to continue and develop our engagement with patients and whilst patients appear content with the services referred to in this report, we remain committed to seeking additional views in 2012/13 in order to see what, if any, changes our population would like us to make.
Current opening hours:
Monday 7.00am – 8.00am 9.00am – 12.30am 2.00pm – 6.00pm
Tuesday 9.00am – 12.30am 2.00pm – 6.00pm
Wednesday 7.00am – 8.00am 9.00am – 12.30am 2.00pm – 6.00pm
Thursday 9.00am – 12 noon Closed
Friday 7.00am – 8.00am 9.00am – 12.30 2.00pm – 6.00pm
Saturday 8.30am – 10.30am
Dr Jayne Atkinson
On behalf of all the Partners and Staff
Upperthorpe and Ecclesall Medical Centres
Patient Participation Report 2013/14
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