LOCKSWOOD SURGERY

Patient Reference Group REPORT 2012  

Process used for each key step 

1. Develop a structure that gains views of patients & enables feedback to the PRG. 

Lockswood surgery Patient Reference Group (PRG) was established on Thursday 22nd September 2011, a chair person was elected at this meeting.  Copy of the PRG Terms of reference and minutes are posted on our website www.lockswoodsurgery.co.uk/prg.asp and on the NHS choices website.  
 
As a practice we have developed a structure that enables all registered patients to either be part of a virtual PRG or face to face PRG to obtain a cross section of views from our practice demographic.

PRG profiles 

The practice PRG Group meets 3 times per year, this group was made up of initially 6 patients, since starting this has now grown to 10 patients, a GP, Practice manager, senior nurse, Deputy Practice manager and a Receptionist.   

Our Virtual PRG is used to gain views across the practice demographic via patient survey, below is a breakdown of the demographic of this group.   

Membership 324 patients 

Under 16                3

17-24	39

25-34	83

35-44	77

45-54	54

55-64	37

65-74	24

75-84	5

Over 85                2

Appendix A holds more information on the profile of our PRG  

All new patients are invited to join the PRG when they register at the practice we have a section in our new patient registration documentation.  Existing patients are invited to join the PRG and virtual PRG by monthly practice newsletter / website / posters and opportunist canvassing by the reception team / GP’s and nurses, both these methods are ongoing.         

2.  Agree areas of priority with PRG 

At the PRG meeting held on 22nd September 2011, areas to be considered in the local survey were discussed and agreed.  At present the practice PRG has a small membership and all contributed to the general discussion within the face to face PRG on areas that they felt the practice could improve on or areas that the PRG felt patients did not know the practice offered as a service. 
 
Areas – 

•	Appointment system 
•	On line booking / cancelling appointments 
•	Urgent appointments 
•	Telephone system   -- access 
•	Commuter clinics 
•	HCA’s – what their function is within the practice and what services they offer. 

3.  Collate the views through the use of a survey 

At our PRG meeting September 22nd 2011 the methodology chosen to support the survey was discussed and, it was decided the most effective systematic way to reach as many of the practice population and profile an email survey via the virtual PRG was the credible way to disseminate the survey.  

The questions and areas to target and survey method to be used were agreed by the PRG at the meeting in September.   The reason these areas were chosen were because the PRG felt the practice could improve in these areas     

Our survey was sent to the virtual PRG group on 23rd November 2011 and stayed live for four weeks, to allow for any feedback.  

The outcome of our survey was discussed at the next practice PRG meeting which was held on Thursday 12th January 2012. Method, rationale and the credibility of the survey described in step 2. 

The analysis of the number of patients surveyed and number of responses plus feedback is included in the practice report (Appendix B), also on the practice website  

4.  Provide the PRG with the opportunity to discuss the findings and reach agreement with the PRG on changes to service. 
 
Meeting of the PRG was held Thursday 12th January 2012 to discuss the findings of the practice survey 
 
The group was satisfied with the outcome of the practice survey.  

General discussion on how patients are informed about new services.  As a practice we communicate through several different methods, face to face, practice leaflet, practice website, monthly practice newsletter, posters, telephone and prescriptions. 

It was agreed by the PRG to firstly market the way patients can communicate with the practice and re run the survey in three months to ascertain if there has been an improvement in patient satisfaction, therefore could alleviate the pressure on the telephone and appointment access.         

5.  Agree action plan with PRG and seek PRG agreement to make changes 

As a practice we will proactively communicate with our patients. Over the next 3 months we will market the ways patients are able to communicate with practice.  

Agreed Action Plan – 

•	Information slip added to all prescriptions and added as information on the patient note side of FP10 and highlighted  - Completed January 2012 

•	Message placed on automated booking in system for all patients  - Completed January 2012 

•	Application form on practice website to join PRG   - Completed January 2012 

•	Ongoing ad hoc in reception over telephone or face to face template always available in the reception area for patient’s details  - Ongoing 

•	Article on monthly newsletters to include HCA’s – what their function is within the practice and what services they offer / Practice extended hours / Introduction to PRG and virtual PRG and how to join   Completed February 2012 – a rolling article on monthly newsletters.  

•	Leaflet in production, to be available on websites and in our main reception area  – time scale July 2012 for completion 

•	Re run practice survey  - April – May 2012  for completion 

6.  Publicise actions taken and subsequent achievement 

The practice report is posted on the practice website, NHS choices and hard copies are available for patients in the waiting room. 

April 2012 the practice will re survey via its virtual PRG group to ascertain whether patients are more aware of our communication services Online / Texting / PRG and website.   

The next PRG meeting is schedules for June 2012 where the latest survey will be discussed and any further proposals actioned.  

Practice Premises opening hours and method of obtaining access to services throughout the core hours 

Lockswood Surgery is open Monday – Friday 08.00 – 18.30 

A patient can access appointments by person or telephone. 

Internet access is available via a secure website 24/7 to book appointment and order repeat prescriptions.    

The practice offers extended access - 

•	Monday 	07.30 - 08.00  			 
•	Tuesday 	18.30 – 19.00 x 3 Doctors available each Tuesday 	 
•	Wednesday 	07.30 – 08.00 			 
•	Wednesday 	18.30 – 20.00 		 
•	Thursday 	07.25 – 08.00 			 
•	Saturday 	1st & 3rd of the month 08.00 – 10.00  

These are pre bookable appointments there is no telephone access, appointments can also be booked on line.  

All GP partners are available for extended hour’s appointments including Saturdays on a rota basis.    

Nurses and HCA’s are available Monday early morning and Wednesday late evening.  

Attachments 

•	Checklist for local Patient’s Reference Group Report (Appendix A) 
•	Survey Report (appendix B)