The Patient Participation Group (PPG) was set up to provide a link between the surgery and its patients. It was formed to enable the practice to more fully understand patients’ needs and provide better healthcare through communication and access to surgery facilities.
The group has input into the way the practice runs and the services it provides to members and volunteers. All members have signed a confidentiality agreement and DO NOT have access to any medical records.
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.
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Many thanks for your assistance
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Derbyshire & Nottinghamshire Area Team
2014/15 Patient Participation Enhanced Service REPORT
Practice Name: Thornbrook Surgery
Practice Code: C81063
Signed on behalf of practice: Matt Berry Date: 27/03/2015
Signed on behalf of PPG: Jan Coverley, Maggie Bristow, Owen Bristow Date: 27/03/2015
Does the Practice have a PPG? YES
Method of engagement with PPG: Face to face & Email
Number of members of PPG: 10
Detail the gender mix of practice population and PPG:
Detail of age mix of practice population and PPG:
Detail the ethnic background of your practice population and PPG:
Mixed/ multiple ethnic groups
Gypsy or Irish traveller
White &black Caribbean
White &black African
Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:
The main variance is in the age and ethnicity areas. The PPG members felt able to represent all of the age brackets as within the group they had direct links to people within the age brackets not represented (grandchildren, children, parents, grandparents). Similarly, many of the PPG members are also members of other local groups/committees (WI, Chapel Vision, Pharmacist, Hospice volunteers & Hospital volunteer etc). All areas discussed are covered in detail with a variation of de Bono’s Six Thinking hats to ensure each area of the practice population is considered.
Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:
Outline the sources of feedback that were reviewed during the year:
Feedback received from PPG at meetings through the year
Analysis of complaints + comments.
PPG undertook patient survey in October 2014.
How frequently were these reviewed with the PPG?
Feedback at PPG meetings discussed at the time and followed up where appropriate.
Results and report from the survey shared with the PPG and discussed at PPG meetings.
Priority area 1
Description of priority area:
Education and Communication of Thornbrook Surgery appointment system.
What actions were taken to address the priority?
The planned actions are:
Result of actions and impact on patients and carers:
This work is still being undertaken and will be monitored and reviewed by the Patient Participation Group and the practice.
How were these actions publicised?
Updates on progress will be published on the Thornbrook Surgery Website in the Patient Participation Group section.
Priority area 2
Work with the Practice to reduce the number of ‘Did Not Attend’ instances.
Priority area 3
Increase membership of the Patient Partcipation Group and increase independence of group.
Progress on previous years
If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):
“You said ……….. We did ………… The outcome was ………”
You said..that more patients now use mobile phones, devices and email for communication
We did… launched a campaign to register patients for online services as part of the registration for this collected mobile phone numbers and email address.
The outcome was ……up to date contact information for patients with more ways for the practice to communicate information to patients (eg. Flu Clinic dates).
You said..that the flu clinic dates could have been more widely communicated
We did… produced a banner which was displayed in the market place, put posters on lampposts in Chapel-en-le-Frith and Chinley, placed posters in local supermarkets, pharmacies, post offices and other shops. Used SMS messaging to communicate to groups of patients.
The outcome was …… this is still work in progress and whilst the flu clinics for 2014 were more widely publicised than before it has been agreed to increase this for 2015 with lamppost posters in the surrounding villages.
You said..you liked the new website but it would be helpful to have more information regarding appointments and roles
We did… continued to develop the website and investigate the best way to communicate the appointment system to patients.
The outcome was …… this is still work in progress and is to be further developed as part of priority 1 from this year’s report.
You said..you would like the Patient Participation Group to improve links with the local community
We did… The practice contacted the local high school and college with a view to recruiting some students on to the Patient Participation Group, unfortunately there was not any interest in this venture at the time
The outcome was …….this area is still a focus and will be worked on through 2015 by the Patient Participation Group as part of priority 3 from this year’s report.
In addition to these improvements from the survey, there were other areas that patients had raised in the ‘Extra Information’ area of the survey. Several of these ideas are under consideration or have been implemented. These include:
Plans to improve the pavement access to the surgery are currently being reviewed - the aim being to connect the pavement to the surgery path as patients currently have to step onto the car park to access the surgery.
With the above, consideration of a bike rack or similar for those who cycle to the surgery.
Increased promotion of the hand sanitizer gel at the Thornbrook and Chinley sites.
The Patient Participation Group continues to be heavily involved in meetings across the High Peak and Derbyshire. These include public consultations such as the Healthier Together program and meetings held with patient representatives from the other surgeries in the High Peak.
Report signed off by PPG: YES
Date of sign off: 27/03/2015
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population?
The practice utilises the fact that the PPG members feel able to represent many groups within the practice population as they have direct links to people within the age brackets not represented (grandchildren, children, parents, grandparents) and are also members of other local groups/committees (WI, Chapel Vision, Pharmacist, Hospice volunteers & Hospital volunteer etc).
Has the practice received patient and carer feedback from a variety of sources?
The practice has received feedback directly from the PPG members, this has been concerns/comments/praise from members themselves, that patients have passed on to the PPG and also feedback from joint PPG meetings/local health events.
Was the PPG involved in the agreement of priority areas and the resulting action plan?
The PPG was directly involved in the agreement of the priority areas and action plan in a PPG attended by one of the GP Partners and the Practice Manager.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
The action plan was agreed in March 2015 – the PPG is confident that the excellent services provided to patients will continue to improve as a result of the action plan.
Do you have any other comments about the PPG or practice in relation to this area of work?
The PPG and practice continue to work very positively together with agreement on all areas and joint commitment to continue improving the practice and the services it offers. The practice recognises the hard work undertaken by the PPG members to further improve Thornbrook Surgery and also the hours they commit to attending local health events to improve the services locally.
Thornbrook Surgery – Patient Survey October 2014
The Patient Participation Group undertook a survey in October 2014. This was the fourth year that the group had conducted a survey and as with previous years the survey questions were agreed upon by the Patient Group. At the front of the survey there was a paragraph highlighting the changes made following the analysis of the results from the 2013 survey, these being:
A: Launch a campaign to collect mobile numbers and email addresses for patients
B: Utilise SMS text messaging and email to inform patients of events/changes at the surgery (eg. Flu Clinics). Consider use of a banner at Chapel Market Place as another method of communicating these messages.
C: Utilise the revised website and other media (leaflets, posters etc.) to promote and educate the patient population with regards the skills and roles of the Nurse Practitioner and Practice Nurse team. Over time this should ease pressure on the appointment system and improve patients perception of access to the clinicians.
D: Aim to improve links with local community and also align the demographic of the PPG with the patient population by liaising with local high school and college and inviting students to join the PPG and attend 2-3 meetings per year.
The opening statement of the survey also made reference to other areas the patient group has raised to the GP Partners and Practice Manager over the last 12 months. These range from potential improvements to the path outside the surgery to provision of more hand sanitizer. It also highlighted that the Patient Group is also sending representatives to a meeting of High Peak Patient Groups which will also provide ideas on how to keep the surgery improving for all patients.
As with the previous surveys, it was made available over the month of October to patients who are registered with the surgery. Members of the Patient Participation Group distributed the survey to any patients that attended the surgery when the flu clinics were being held, in addition, the reception team actively promoted from October to the end of November.
In total, 378 responses were received which represents 4.42% of the patient population – this was an increase on the number received in the last 3 years (3.85% in 2013, 2.51% in 2012 and 2.15% in 2011) and over the recommended response rate advised by the Clinical Commissioning Groups Patient and Public Engagement team (2%).
Tick box questions
In this year’s survey, several of the questions (7 out of 13) were the same as previous years so the results could compared. The remaining questions addressed some of the changes that have been made and gained a view on the reception team.
The questions that were the same as previous years surveys can be compared as follows:
Can you see any doctor or the nurse practitioner on the same day, or within the next two working days?
50% - Yes
76% - Yes
75% - Yes
Can you get an appointment with any doctor more than two days in advance?
49% - Yes
78% - Yes
46% - Yes
How often do you see the doctor you prefer
74% - most of the time
80% - most of the time
82% - most of the time
79% - most of the time
Have discussions in the past 12 months with a doctor or nurse about how best to deal with your health problems been helpful?
96% - Yes
98% - Yes
92% - Yes
How easy is it to get an appointment with a practice nurse?
78% - easy
76% - easy
80% - easy
81% - easy
How easy is it to get through to the surgery on the telephone?
70% easy to get through
69% easy to get through
67% easy to get through
63% easy to get through
How satisfied are you with the overall care provided?
The overall care result has fallen, it last dropped in 2012 and whilst the result was very pleasing in 2013 it will continue to be monitored to see if this can be brought back to the 2013 level.
One of the major changes made following the 2011 survey was the introduction of a Nurse Practitioner for urgent on the day appointments. This continues to return positive results in the survey with over 95% of those that used the service finding it useful (255 of 267 patients).
This year was the second year that the survey looked at the how patients found the reception staff. There were two questions, one relating to the reception staff on the telephone and one relating to the staff on the reception desk. Whilst it is essentially the same staff that perform both roles the responses last year highlighted a difference of 5% in terms of how helpful the staff are in each role. This has narrowed to 1% this year with overall results up by 3% for the telephone service and disappointingly down 1% for the service on the reception desk.and this could be investigated and addressed by the surgery over the next year. The results showed that 97% of patients found the reception staff on the desk helpful (98% last year) and 96% found the telephone staff helpful (93% last year).
Last year the survey asked what patients thought about the ‘Apps’ available for online booking and repeat prescriptions with 88% of those who responded stating that they had not used the ‘App’. This has fallen to 80% which is a positive reflection on the work carried out by the reception team in promoting the online facilities.
67 of the surveys (17%) had additional comments recorded (the survey included a page where patients could make additional comments) whilst this was still less than the first years survey (33% in 2011) it was the greatest number of surveys with comments received and also an improvement on the 9% returned last year. These have been allocated into different sections as follows:
There were 21 comments about the appointment system. There was a 25/75 split between positive comments and negative comments. This was a significant increase than previous years coupled with more negative comments. It reflects the fall in the positive score on questions 2 and 3 in the survey (Q2 Can you see any doctor or the nurse practitioner on the same day, or within the next two working days of, contacting the surgery? Q3 Can you get an appointment with any doctor more than two days in advance?). The scores for both of these has dropped by 25% and is an area for the practice to consider.
1 comment was made in relation to the Surgery staff. This was very positive. A number of surveys had comments written on other pages relating to staff – these were split fairly evenly between positive and negative comments relating to the reception team.
There were 6 comments regarding IT, these were mainly positive with a couple of constructive comments regarding the online appointment booking system. A couple of comments were requests for the practice to consider using a mobile device for consultations using Skype/Facetime or a similar application and there was a comment about the transfer of notes.
There were 38 comments made that were general in nature. 21 of these were positive comments in relation to the surgery as a whole. There were 6 comments that were quite negative and these were observations on various things, for example, poor lighting in the car park, the nurse practitioner arrangement, automated phone system, waiting times, general customer service and nurse availability.
The remaining 11 comments were constructive comments, suggestions or just general in nature. Website development, bike rack installation, refreshments facilities in waiting room, more parking spaces, open evenings and concerns about the new housing developments were recorded and will be discussed by the Patient Participation Group and/or the GP partners.
Please see the Patient Particpation Group Report for the conclusions and priorities for the practice and patient group to work on.
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