Patient Representative Group

Patient Representative Group

 The Hadleigh Boxford Group Practice aims to provide the best possible quality and range of services for all our patients.  To help the practice achieve these aims, we ask the views of our local community via our Patient Representative Group (PRG) who contribute to the continuous improvement and the quality of the services offered now and in the future.

Profile of the Members of the PRG:

 The PRG is composed of patient volunteers; we encouraged a broad cross section of patients to join our PRG to obtain a truly representative sample. We invited young people, workers, retirees, people with long term conditions and people from non-British ethnic groups to join our group.  Whilst the non-British ethnic group make up 1.9% of the Practice population we were unable to engage any of this group at this time.

The graph below shows the current age sex register of our practice population:

Age	Male	Female
0-16	1428	1383
17-44	2013	2136
45-64	1991	2068
65-74	877	883
75 and over	636	858

How we ensured Group Members are representative of our registered patients:

Advertisements in the waiting rooms over several months, handouts and a coffee morning were all utilised to encourage patient participation. All were welcome to join the group and it remains open to new members. As a result our PRG members consist of eleven patients, Tracey Squirrell, Assistant Manager and Dr Carrie Everitt. 

The current demographics of the patient members are:

Sex	Age	Ethnicity	Disability	Other
Male	77	White British	No	Long term health condition
Male	75	White British	Yes	Long term health condition
Male	60	White British	No	Nurse
Female	68	White British	No	Retired
Female	37	White British	No	Foster carer
Female	17	White British	No	Student
Male	44	White British	No	Full-time working father
Female	40	White British	No	Working mother
Male	18	White British	No	Student
Female	53	White British	No	Working mother
Female	68	White British	No	Long term health condition

How we seek the views of the PRG:

We appreciate that everyone leads full busy lives and therefore our group is a virtual one. This means we keep in touch via email, this works well for the representatives and for the practice.  The group agreed this was the preferred method of communication. It is hoped a face to face meeting can be mutually arranged on at least a yearly basis.

How we agreed on the priorities:

During the set up period (June 2011 – March 2012) there were numerous e mail communications between the practice and group members. It was agreed a patient survey was required and much more communication seeking views and priorities enabled a plan to be formulated with everyone’s agreement. 

Steps taken to provide an opportunity for the PRG to discuss the priorities:

The practice sought advice on such matters as  how we might format the patient questionnaire and agree the questions to ask.

From this communication the PRG identified the top two priorities for improvement during 2012 and these  formed the basis of the questions in a patient survey. 

It was decided to concentrate on the 2 main areas of:

Telephone access and A & E attendance

The PRG agreed that to seek the views of a larger proportion of the practice population and to this end a Patient Survey should be carried out. As a result the survey was handed to patients on an adhoc basis to those who attended the surgery during the week of the 13 February 2012:

• 320 questionnaires  were handed out in the waiting room
•  The members of the PRG have all been sent the survey results and they have had the opportunity to review and comment on them. 
•  The members of the PRG have agreed an initial action plan to implement as a direct result of the survey findings. 

We will be reviewing the survey, looking at other areas of priority and repeating the survey later in 2012.  The results of the survey with patient comments can be found by clicking the link below

final results

Action Plan:

Following the survey the results were circulated to the group members for discussion. After this round of communication the PRG agreed the following points were to receive prompt action by the practice:-

•  Amend Receptionist hours in order to improve the number of call handlers from 8.00am

The practice implemented this immediately. There is now an additional member of staff answering the telephones at 8.00am. This brings the total to 4

• Practice to consider and explore the option of installing a telephone queue system in order to give patients an awareness of our busy times; allowing the patients to make choices if the call can wait until later.

The practice is currently reviewing the telephone system. An update may be required and this option is being discussed.

• Educate patient to telephone after 10.00am for routine results.

The practice is now providing handouts and is displaying a message on the waiting room electronic notice boards informing patients of this request. This will be supplemented by `word of mouth` at patient contacts

• Practice to discuss implementation of set telephone appointment slots.

The practice has implemented a halfway house solution at this time. This allows the GP time to return his/her calls in a more organised manner. This interesting area is being discussed further to see how it might be best made available.

• Further improve on informing patients that the practice operates a minor injuries clinic, to avoid unnecessary visits to Accident and Emergency.

The practice already has a high incidence of Minor Injury referrals but is putting together an informative handout supplemented by regular displays on the electronic displays and television in the waiting rooms

• Educate patients to telephone the out of hour’s service if they are concerned about a patient who is unwell when we are closed.

A leaflet and handout is already available. Again further education via the visual aids and leaflets will be stepped up

The action taken has been discussed with the PRG

How this action plan will be developed and completed:

It will be discussed internally and with the PRG. This will be reviewed on a regularly basis. At all times we will inform the PRG of progress and seek their advice and support with making any changes in these areas.

The Practice has agreed to produce a patient newsletter to include the survey results and the educational items mentioned above.  The newsletter will be available in our waiting room very shortly.

Interested in Joining Our Group?

 If you would be interested in joining our group and representing our patients, we would be very interested to hear from you.  Please contact Tracey Squirrell, Assistant Manager by email tracey.squirrell@nhs.net