The Devonshire LOdge Practice
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PATIENT PARTICIPATION GROUP (PPG)/PATIENT REFERENCE GROUP(PRG)

Re: PATIENT SURVEY AND PRIORITY AREAS FOR IMPROVEMENT

ACTION PLAN & REPORT 2013/2014

The PPG met on 12th June to decide the strategy for the 2013/14 practice patient survey. 

It was decided that the practice would use the GPPAQ Questionnaire by In-Time Data.  The questions from this survey provided the opportunity for all areas of the practice to be assessed and based on analysis of the results. The PPG could determine where improvements could be made. Alongside this the PPG was going to devise its own smaller in house survey as discussed in last year’s action plan.

METHODOLOGY

'In-time Data' confirmed that based on the practice list size, 50 questionnaires per each GP should be circulated.  A minimum of 200 completed questionnaires needed to be returned for analysis.

During June and July the IN TIME questionnaires were given out to patients by the reception team. 
The PRG survey was handed out by reception to patients August and September and the analysis was done by the PRG.

 PRACTICE AGE/SEX PROFILE

Age

0 to9

10 to 19

20 to 29

30 to 39

40 to 49

50 to 59

60 to 69

70 to 79

80 to 89

90 to 99

100 +

Males

428

414

446

553

500

532

414

248

114

24

0

Females

400

399

440

525

534

555

441

292

213

64

3

 




PRG AGE/SEX PROFILE

The PRG has been established now for 4 years and has 15 members. We continue to try and recruit patients from ethnic minorities and young parents as members.

Although every effort is made to recruit a diverse group, our current members are majority white with two members of ethnic origin one of Asian background the other Afro Caribbean.  All the group members are over the age of 50. Some are working, but most retired.

Unfortunately we are still trying hard to recruit younger patients to be members, hoping that the younger population will take time to visit the website, rather than come in. Also we will try and recruit in our baby clinics which are held on a Wednesday morning.


Age

 

10 to 19

20 to 29

30 to 39

40 to 49

50 and over

Males

 

0

0

0

0

5

Females

 

0

0

0

0

10

 

 


 

 

There is not much variation from the PRG members and the practice population as said above our population is mostly white working middle class in comparison to other parts of the borough.
In conclusion, although we have tried to include all groups of the practice population including disabled patients, we feel we are meeting the needs of the population as a whole.
The recruitment form and constitution is downloadable from the website.
www.devonshirelodge.co.uk

PATIENT EXPERIENCE SURVEY RESULTS 2013 to 2014

posterclick on image for poster of results

FINDINGS OF GPPAQ SURVEY

The survey has been extremely positive this year and there was only one area of concern:

Survey identified lower results in the following areas;

FINDINGS OF PRG IN- HOUSE SURVEY

In a week in October 2013, the Patient Participation Group carried out research with 100 patients attending the surgery. They were asked what they most liked about the Practice, and any improvements they would like to see.

THE SUGGESTIONS WERE ON THE FOLLOWING TOPICS

Positive comments heavily outweighed negative ones, we are pleased to say, but it was decided to use the subjects most raised, whether positive or negative, as a basis for future ‘satisfaction’ surveys. This will help to provide an ongoing measure of satisfaction with the Practice and also highlight any areas where patients feel improvement is desired. The first such survey will be carried out in June 2014.

ACTION PLAN & OUTCOMES REPORT 2014/15 BASED ON OUTCOMES OF BOTH SURVEYS AND IN AGREEMENT WITH THE PPG.

The PPG met with the practice on the 8th January 2014 to discuss the findings of both the surveys.  Although the results over all were very pleasing the following plan was agreed.  The action plan was agreed on the next meeting on 22nd January 2014.

Action
From both Surveys and patient comments

Any Changes Proposed

Responsible Person

Time Frame if applicable

  1. Getting an appointment sooner

  2. Longer opening hours

  3. Seeing the same GP

The Practice will continue to audit DNA rates and availability of appointments


PRG will do more in house surveys to see if this is an ongoing concern from patients.

Practice Manager



PRG

On going

Receptionists – more friendly manner

Name Badges for all

Call recording for all calls- to be used for customer focused staff training.

Practice Manager

Practice Manager

January 2014

May 2014

Easier on Line booking instructions

User friendly instruction leaflet

PRG

May 2014

 

How to address Key areas of concern

 

1. Introduce open questions in PRG in-house survey’s
(Carried on from last year’s action plan)
2. Ask if the question would patients like more Chronic disease clinics set up.

 

 

PRG

 

 

Practice Manager

 

 

Next Survey June 2014 after that every 6 months.

 

Minutes of meetings
8th January 2014

22nd January 2014

Summary of Progress on action plan 2013/14

The reception restructure is now complete

More in- house smaller surveys designed by the PRG – this process has now started.

Discussions on longstanding Health conditions and more information for patients – The practice is introducing more Chronic disease clinics Diabetes and CHD have been introduced in 2013.  One of the PPG members will be helping the Practice manager with the display of notice boards as of February 2014.

Practice Opening Hours

 

Core opening Hours

Extended Hours

Monday

09.00am to 11.20am

4.00pm to 5.50pm

Tuesday

09.00am to 11.20am

4.00pm to 5.50pm

7.30am to 8.00am

Wednesday

09.00am to 11.20am

4.00pm to 5.50pm

7.30am to 8.00am

Thursday

09.00am to 11.20am

4.00pm to 5.50pm

7.30-8am & 6.30-7pm

Friday

09.00am to 11.20am

4.00pm to 5.50pm

Saturday

09.00am to 11.00am

The practice phone lines are open between 8.30am and 6.30pm Monday to Friday

The practice uses PATIENT ACCESS for patient’s to book Appointments and Request medication on line.

 

 

 

 

Eastcote Health Centre, 
Abbotsbury Gardens, 
Eastcote, PINNER. 
Middlesex HA5 1TG
Tel: 020 8866 0075
Fax: 020 8429 3087

Further Information