Station Road, Southwater
West Sussex RH13 9HQ
Tel: 01403 730016
Fax: 01403 730660
Out of Hours: 111
   

The Village Surgery Patient Participation Group

 

With the support of several patients we started up a small patient group in October 2011. PPGs are run by volunteers (patients of the practice) who are keen to make a difference to their communities and to their GP Practice. We are meeting on a regular basis to discuss all the current issues that the practice and patients will be facing in the coming years.

The main role of the PPGs is communication – improving communication between the patients and the practice, acting as a representative of the wider patient population, and providing the local community with useful and timely health information and advice. The most common activities are

  • Advising the practice on the patient perspective and helping to ensure that services are well designed to improve the patient experience.
  • Promoting self-care so that patients play as full a part as possible in understanding and looking after their own health.
  • Raising awareness of the activities of the practice and other support that is available to patients, as well as relaying information back to the practice.

If you are interested in joining in, please contact Felicity Belkin the Practice Business Manager who will be pleased to hear from you.
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JULY 2016
 
Action Plan from Survey Findings July 2016:
Following the National GP Patient Survey report (January 2016) and the Intelligence Monitoring Report (March 2016) the following were highlighted as areas for development:
- Patient involvement in decisions about their care
- Patient treatment by GP with care and concern
- Overall experience at the Surgery
- Appointment availability, accessibility and convenience
 
We decided to conduct a further patient survey within the surgery covering specific domains which were highlighted in the surveys where we did not achieve the desired level of patient satisfaction. Over a period of two weeks at the beginning of July, we asked every patient attending for an appointment with a clinician to complete a questionnaire.
Internal Survey Results:

QUESTION VERY GOOD GOOD SATISFACTORY NOT GOOD
  1. INVOLVEMENT OF DECISIONS
371  (82.8%) 70 (15.6%) 7   (1.6%)  
  1. CARE/CONC
363  (81.1%) 83 (18.5%) 2   (0.4%)  
  1.  OVERALL EXP
338  (75.4%) 99 (22.1%) 11 (2.5%)  
         
  VERY EASY EASY SATISFACTORY NOT EASY
  1. ABILITY TO PRE BOOK
96 (21%) 90 (20%) 137 (31%) 125 (28%)
         
         
TOTAL PATIENTS   448        


Outcomes from Survey:
1. We were very happy with the high level of satisfaction in questions 1, 2 and 3 of the survey that reflected the caring attitude of doctors towards patients, shown in the first three questions. In contrast to the National Survey Report, our patients have shown significant satisfaction with the overall appointment experience. The partners have found these findings very encouraging and they are led to believe the previous low achievement was due to:

(a) Low responses – not representative of the practice population
(b) During January - September 2015, there were 2 out of the 3.5 WTE of regular doctors present. This was due to the departure of one partner and a salaried doctor, resulting in the practice being heavily reliant on locums during that period. Since then, two new partners have joined the practice.
The overall responses were consistent with patient comments on the iwantgreatcare website.
 
2. The response to Question 4 in the survey has shown that patients were comparitevely less satisfied with the availability and ease of making pre-bookable appointments.
 
Action Plan
Following the findings of the survey, we conducted an audit of our appointments that showed our emergency clinics were only 65% utilised. As a result, we have increased the number of pre-bookable appointments. We will continue to monitor the use of appointments and patient satisfaction in order to meet the needs of our patients.
 
We also provide out of hours clinics at varying times: early mornings, evenings and Saturday mornings. We also ensure that we can offer after school appointment slots to accommodate families with school aged children.
 
Additional Sources of Feedback:
We have also regularly been inviting patients to complete feedback forms which are reported on the website https://www.iwantgreatcare.org. These are accessible to all patients at all times and can be viewed by the public. We have also created separate feedback forms for patients to complete about their experience in both the Family Planning and Minor Surgery Clinics which we review and reflect upon.

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JUNE 2015
 
SURVEY TO ESTABLISH PATIENT SATISFACTION REGARDING THEIR INVOLVEMENT IN DECISIONS ABOUT THEIR CARE
 
A number of patients who responded to the last national patient survey under-evaluated the practice on the above indicator.  The Partners did not feel that this was representative of the ethos and work pattern of the Practice.
 
Some of our doctors recently attended a course about involving patients in decision making and we also decided to conduct our own in house survey to establish patient satisfaction on this important aspect of their care.  We feel the outcome of this survey is encouraging and we will continue to monitor and improve our Team. 
 
 
Question:
WERE YOU SATISFIED THAT THE DOCTOR YOU SAW TODAY WAS GOOD OR VERY GOOD AT INVOLVING YOU IN DECISIONS ABOUT YOUR CARE?
 
Patients were asked to score as follows: Very Good, Good, Poor, Neither Good nor Poor.
 
A total of 603 responses were analysed which revealed the following results:
 
Very Good 85.0%
Good 13.7%
Poor   0.5%
Neither Good nor Poor    0.8%
 
We will strive to ensure that those who gave poor, or neither good nor poor responses will feel more involved in decision making about their care in the future.
 

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Patient Participation Group Report 2013/14 >>

See Patient Participation Group Report 2014/15 >>