Patient Group

The Practice has established Patient group of about sixteen patients who meet at regular intervals (quarterly) to exchange ideas and discuss the services on offer in order to help improve the standard of service provided by the Practice.

The next meeting is 24th May 2012, please see the agenda.

If you are interested in joining the group and can spare a hour or so once a quarter from six thirty pm, please ask at reception for a form to complete (or complete the on-line sign up form) and forward to Mitchell Briggs - Practice Manager.

For any queries on the scheme, please contact Mitchell Briggs.

Sign Up Form

We would like to know how we can improve our service to you and how you perceive our surgery and staff.

To help us with this, we are setting up a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.

We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.

If you are happy for us to contact you occasionally by email please click the link below to open the sign-up form and complete all the fields.

Complete the Patient Group Sign-up Form Online

If you prefer, you can download the sign up form as a pdf document, print it out, complete it and return it to the practice.

Download the pdf version of our sign up form

We will be in touch shortly after we receive your form. Please note that no medical information or questions will be responded to.

Many thanks for your assistance

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The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you and sets out rules to make sure that this information is handled properly.

 

 

Menston & Guiseley Practice  Patient Reference Group

 

Meeting Agenda

 

24^th May 2012 6.45pm to 7.45pm at Park Road Medical Centre

 

 

1.      Welcome and introductions

 

2.      Groundrules

 

3.      Introduction to Patient Involvement

 

4.      Introduction to the PRG

 

5.      Agenda items (which may include)

a.      Action Plan feed back and Comment

b.      CFEP 2012 Survey.

 

6.      AOB (any other business)

 

7.      Evaluation of the meeting

 

a.      How has the meeting gone?

b.      How do we feed back what we talked about to all our patients?

c.      How can we improve the meeting?

d.      How can we ensure that it is representative?

e.      When should we hold future meetings?

f.        Date and time of next meeting

 

8.      Thanks

 

Menston & Guiseley PatientParticipation Report

 

 

a.            Descriptionof the profile of the members of the PRG

 

The PPG currently consists of 16 members, 10females and 6 males. Age ranges are females 25 – 61, males 31 – 72.

The practice communicates agendas’ surveys andupdates to members via email and the entire group is invited to quarterlymeetings at the Park road Medical Centre. These are held in the early evening,which is considered to be the most convenient time for all to attend.

 

Meetingsso far:

 

Park Road MedicalCentre      Thursday 17^thNovember 2011 6.30pm

                                                Thursday9^th February 2012 6.30pm

 

We have not yet managed to hold a meeting with ourpatient group. Despite two being advertised to the group and agenda’s issued nopatient has yet turned up. Until the next scheduled meeting all communicationsare being conducted virtually with the group. Next scheduled meeting isThursday 24^th May 2012.

 

b.            The stepstaken by the contractor to ensure that the PRG is representative of itsregistered patients and where a category of patients is not represented, thesteps the contractor took in an attempt to engage that category

 

Current PPGprofile compared to practice.

 

Profile	Practice	PPG
Male / Female	49% / 51%	37% / 63%
< 65 yrs	80%	93%
65 – 75 yrs	11%	7%
> 75 yrs	9%	0%

 

  Healthgroups represented by the PPG so far:

 

Health Group	Female	Male
Long term conditions	1	2
Carers	1	1
Young Mums	3
Other *	5	3

 

* The “Other”grouping have not yet identified a particular health group.

To address the difference in profile we areadvertising for members via reception, notice-board (soon to be replaced byscreens) and inviting patients who have either made a suggestion or complaintto join the group.

 

There isalso a new section on the website (as of January 2012) were patients canregister their interest in the PPG.

 

 

c.            detailsof the steps taken to determine and reach agreement on the issues which hadpriority and were included in the local practice survey

 

A suggested survey was issued to the PPG for theFebruary meeting. To ensure that the survey included relevant issues to thispractice the questions were tailored around:

• The results of the 2011 CFEP survey,
• Feedback received via reception verbally,
• Patient suggestions,
• Lessons learned from the complaints log.

 

Local Patient survey approved by virtual groupafter February meeting (virtually). Local survey was issued 10^thFebruary 2012 to patients.

 

d.            themanner in which the contractor sought to obtain the views of its registeredpatients

 

The Menston & Gusieley Practice has completedits first local survey as approved by the PPG entitled Spring 2012 Survey.”This is attached appendix 1, along with results appendix 2.  The practice distributed two hundred surveys viaboth receptions. Not all surveys have been returned yet but both practices arestill receiving a steady return of the surveys. The results sheets will beupdated with this information prior to the next PPG.

We have also completed an in-depth CFEP 2012 surveycompleted in January to clinician level. The results of which a posted on ourwebsite.

 

The practice encourages daily feedback viareception and the patient suggestion box, plus patients who do unfortunatelycomplain are asked whether they would like to join the PPG.

 

e.            detailsof the steps taken by the contractor to provide an opportunity for the PRG todiscuss the contents of the action plan

 

Action plan issued to PPG for comment by email,plan also on practice website inviting comment from all patients. Next PPG discussionof action plan will be May 2012. From April items from action plan, discussionpoints and resulting actions will be summarised and displayed on the practicescreens inviting more comment. 

 

f.              detailsof the action plan setting out how the finding or proposals arising out of thelocal practice survey can be implemented and, if appropriate, reasons why anysuch findings or proposals should not be implemented

 

Actionplan attached Appendix 4

 

Summary of First Actions

 

Action	Date
Report on Practice Capacity planning results. PPG to feedback there thoughts and suggestions.	May 2012
Publish Renovation programme informing PPG and patients of changes and improvements. PPG to suggest improvements they wish to see happening at the practice.	June 2012
Recruitment of Practice Secretary.	1st May 2012
PPG to discuss results of CFEP patient survey in May	May 2012

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

g.            a summaryof the evidence including any statistical evidence relating to the findings orbasis of proposals arising out of the local practice survey

 

Local Spring Survey 2012 Headline statistics

 

Appointments	strongly agree	agree	neutral	disagree	strongly disagree		Total respondents	%age agree / strongly agree
If I need an urgent appointment I am usually seen the same day	12	11	7	3	1		34	68%
If I need a non-urgent appointment I am usually seen within one week	9	11	8	4	2		34	59%
I am happy with the current appointment system	11	12	6	4	1		34	68%
Opening Times
The practice is open at times when I can attend an appointment	14	19	0	0	1		34	97%
I am happy with the current appointment system	12	17	4	0	1		34	85%
Our Surgery
The practice is easy to get to	20	13	0	0	1		34	97%
The staff are friendly and approachable	19	11	3	0	1		34	88%
The practice is clean and tidy	17	16	0	0	1		34	97%
Overall I think the practice is welcoming	13	18	2	0	1		34	91%
Clinical Care
I feel listened to by the clinical staff	15	16	1	0	2		34	91%
The clnical staff treat me with dignity and respect	17	16	0	0	1		34	97%
The clnical staff communicate their message clearly and effectively	13	16	4	0	1		34	85%
I am confident in the treatment I receive from the clinical staff	15	15	2	1	1		34	88%
I am happy with the clinical care I receive	15	16	1	1	1		34	91%

 

 

Thesample size is currently too small to be indicative of the patient populationsize, therefore the survey is continuing until the next PPG (May).

 

h.            detailsof the action which the contractor,

i.        and, ifrelevant, the PCT, intend to take as a consequence of discussions with the PRGin respect of the results, findings and proposals arising out of the localpractice survey

 

SeeAction Plan Appendix 4

 

ii.                  where ithas participated in the Scheme for the year, or any part thereof, ending 31March 2012, has taken on issues and priorities as set out in the Local PatientParticipation Report

 

SeeAction Plan Appendix 4

 

i.              theopening hours of the practice premises and the method of obtaining access toservices throughout core hours

 

Thepractice and its branch surgery are both open Monday to Thursday 8.30am to6.30pm Friday 8.30am to 6.00pm. Throughout core hours patients can attend opensurgery Monday to Friday 8.30am to 10.15am.

Appointmentscan be booked by phone or via the practice website.

 

j.              where thecontractor has entered into arrangements under an extended hours access scheme,the times at which individual healthcare professionals are accessible toregistered patients.

 

Extendedhours are offered at both practices on alternate weeks on Monday or Wednesdaybetween 6.30pm to 8.30pm.

Healthcareprofessionals present at all extended hours and for the duration are two doctorsurgeries and two nurse clinics.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix 1 – LocalSpring Survey 2012 template

Menston& Guiseley GP Practice Patient Survey

Spring 2012

 

 

 

 

 

 

 

 

 

 

 

 

 

1.Appointments

 

If you need to be seen urgently we will try our best to give you an appointment on the same day.  This appointment might not be with your regular doctor. If you need a non-urgent appointment we will try our best to give you an appointment within a week of your call. Considering this appointment system, please tell us how much you agree with the following statements
	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly agree
a) If I need an urgent appointment I am usually seen the same day
b) If I need a non-urgent appointment I am usually seen within one week
c) I am happy with the current appointment system

 

2.Opening times

 

We appreciate that many patients need flexible opening times. Our current opening times, plus evenings are:     Mon Tues Wed Thurs Fri 8am – 6.30pm 6.30pm – 8.30pm (alternate weeks) 8am – 6.30pm   8am – 6.30pm 6.30pm – 8.30pm (alternate weeks) 8am – 6.30pm   8am – 6.00pm   Considering our opening times, please tell us how much you agree with the following statements
	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly agree
a) The practice is open at times when I can attend an appointment
b) I am happy with the current opening times

 

3.Our surgery

 

We want to make your visit to the surgery as pleasant as possible.  Please tell us how much you agree with the following statements
	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly agree
a) The practice is easy to get to
b) The staff are friendly and approachable
c) The practice is clean and tidy
d) Overall I think the practice is welcoming

4.Clinical care

 

Providing excellent clinical care is our priority.  Please tell us how much you agree with the following statements
	Strongly disagree	Disagree	Neither agree nor disagree	Agree	Strongly agree
a) I feel listened to by the clinical staff
b) The clinical staff treat me with dignity and respect
c) The clinical staff communicate their message clearly and effectively
d) I am confident in the treatment I receive from the clinical staff
e) I am happy with the clinical care I receive

 

5.Other comments

 

6.Getting involved

 

Did you know that we hold a patient reference group (PRG) four times a year?  Did you know that we have a virtual PRG which allows you to get involved online? This group gives our patients the opportunity to get involved in helping improve the practice.  If you are interested in finding out more about our patient reference groups tick the box below and make sure you have filled in your contact details on the front of this form. I would like to find out more about the patient reference group

 

Equalitymonitoring

 

By filling in this equality monitoring section you will help us ensure that we get feedback from all the different communities in our area.  Filling in this section is optional.  Any information is kept in strict confidence.  Are you?
Male	Female
Heterosexual/Straight	Lesbian/gay woman	Gay man
Bisexual
Under 16	17 – 24	25 – 34
35 – 44	45 – 54	55 – 64
65 – 74	75 – 84	84+
White British	White Irish	Gypsy or Irish traveller
Mixed White & Black Caribbean	Mixed White & Black African	Mixed White and Asian
Asian/Asian British Indian	Asian/Asian British Pakistani	Asian/Asian British Bangladeshi
Black/Black British Caribbean	Black/Black British African
Chinese	Arab	Other
Disabled
How often do you visit our surgery?
Regularly	Occasionally	Very rarely

Please return this survey by 3^rd March 2012 using our ‘suggestions box’ or post to Practice Manager, Park Road Medical Centre, 44 Park Rd.GuiseleyLS29 8AR.  Your comments are confidential. Thank you fortaking the time to fill in this survey. We will be feeding back the results of this survey in the next fewmonths.  If you would like to know whatother people think of our practice look out for our website at: www.menstonguiseleypractice.co.uk

 

 

 

Appendix 2 – LocalSpring Survey 2012 results

 

Appointments

 

 

 

Opening Times

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Our Surgery

 

 

 

 

Clinical Care

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Appendix 3 Action Plan– February 2012-03-29

 

Menston& Gusieley PPG

 

ActionPlan – February 2012

 

This Action plan hasbeen based on comments received from PPG, CFEP survey 2011 and 2012, LocalSurvey 2012, Patient suggestion box and complaints.

 

Appointments

 

Waitingtimes in open surgery can be very long.

 

Whilst there can be a wait to see aGP in open surgery, this practice believes that open surgery is the best way toensure that patients can be seen by a GP on a daily basis.

Open surgery continues to be popularin all surveys with 70% of patients preferring this method to appointments.

 

Can be seenby any doctor within 1 week but can wait 2-3 weeks for an appointment with myown GP.

 

The practice realises that there aresome capacity issues, which will be addressed this year. One idea underconsideration is to hold lunch time clinics.

 

 

Opening Times

 

Why aren’tyou open on Saturdays?

 

The practice is open8.30an to 6.30pm Monday to Thursday and 8.30am to 6.00pm on Friday, Bothpractices have extended hours on alternate weeks that are proving useful forpatients who can not attend within standard hours.

Extended hours are6.30pm to 8.30pm, on Mondays or Wednesdays at either Guiseley or Menston.

 

 

Our Surgery

 

The radiois too loud.

 

The radio is tuned toa specific station and volume for a very good reason, patient confidentiality.Unfortunately the acoustics in the waiting room mean that if there wasn’t anybackground music confidential conversations around reception and some of thetreatment rooms could be over heard.

 

The frontdoor is too heavy to open on windy days.

 

The Practice Manageris currently developing a renovation programme for both practices. Included inthese plans are electronically assisted front doors for both practices.

 

 

 

 

 

Clinical Care

 

A number ofpatients have complained about referrals taking longer than they should have.

 

Where this has happened the practicehas expedited the referrals and appointments have been made to the satisfactionof the patient. The practice has for some time not had the secretarial supportto ensure referrals are completed on time.

To alleviate this, the practice hasrecruited a full time Practice Secretary starting 1^st May 2012

 

 

Actions

 

Action	Date
Report on Practice Capacity planning results. PPG to feedback there thoughts and suggestions.	May 2012
Publish Renovation programme informing PPG and patients of changes and improvements. PPG to suggest improvements they wish to see happening at the practice.	June 2012
Recruitment of Practice Secretary.	1st May 2012