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November 2011
Patient Involvement Group
Agenda!1. Welcome and Introductions2. What do we want from today’s meeting?3. Prescriptions 4. Opening up 5. How can we grow your group? (look at other PRG’s
across the country and see what they are doing!)6. Update on Flu Season.7. Update on Medical Student Education in the
practice.8. Any thoughts on the Practice Leaflet.9. Update on “DNA’s” across the practice.10. The Patient Survey 2010-2011 – your thoughts on
questions for our next survey.11. Any Other Business?12. Next steps – scheduling our next meeting
Ground rulesThis meeting is NOT a forum for individual
complaints or personal issues.We advocate open and honest communication
and challenge between individualsWe will be flexible, listen, ask for help and
support each otherWe will demonstrate a commitment to
delivering results, as a groupSilence indicates agreement – please speak
up!All views are valid and will be listened toNo phones please or other disruptionsWe will start and finish on time and stick to
the agenda
How can we grow?How can we further advertise the group in
the community?Can we advertise it in our practice booklet?Examples of other groups:http://www.gps-
billericayhealthcentre.co.uk/ppg.htmhttp://www.monkseatonmedical.co.uk/
index.php/patient-reference-group.htmlhttp://www.hbgp.co.uk/ppi.asp
Top tips from other groups!http://www.napp.org.uk/napp-projects/ppg-
case-studies/
Flu Update
Last time we met we told you we had vaccinated 100 patients in the first clinic
We’ve now vaccinated 1090 patients and have around 400 vaccines left!
Medical StudentsWe’re full to the brim with both medical and
nursing students in the practice. Currently we have:
4 medical students in their 5th year of training 1 medical student in his 3rd year of training4 medical students in their 2nd year of training3 nurses in their second year of training
And we will shortly have both paramedic students and pharmacy students joining us too!
Attendance updatesWhen patients do not turn up to their
appointments at hospital or at the GP Surgery it is called a “DNA”. Which means “Did Not Attend”
October 2011 – 54 hours worth of DNAs
October 2010 – 56 hours worth of DNAs
Still incredibly high – but its moving in the right direction! We hope this is due to texting patients
Attendance updates As you know we put up posters advertising how patient patients
have DNA’d their appointment. We thought it had a good chance of working but came across a research study that stated…
“drawing attention to the frequency of unwanted behaviours often 'normalises' such behaviour and results in
a subsequent increase in its incidence. Secondly, these signs target the wrong patients because they will only be viewed by those who actually attend their appointments.”
So basically its better to put up signs that say “90% of appointments were attended”, rather than saying “one in every ten patients doesn’t turn up”
One GP practice adopted this method of putting up the number of appointments that were attended and their DNA’s reduced by a third over a 12month period! Should we change our signs to champion those who do
attend? Which method do you find most effective?
Our Patient Survey
The Patient Survey is a national questionnaire sent out to patients at each GP Surgery around the country.
A percentage of patients are selected from each practice and an analysis sheet is created based on their answers.
If practices get top results from the patient survey then they get an accolade from the PCT for quality services
How do you normally book your appointments to see a doctor or nurse at your GP surgery or health centre?
% N
In person 24 69
By phone 91 258
By fax machine * *
Online * *
Digital TV * *
Doesn't apply * *
Total 283
In the past 6 months, how easy have you found the following: Getting through on the phone
% N
Haven't tried 9 23
Very easy 41 110
Fairly easy 42 113
Not very easy 5 14
Not at all easy * *
Don't know * *
Total 269
In the past 6 months, how easy have you found the following: Speaking to a doctor on the phone
% N
Haven't tried 45 108
Very easy 10 23
Fairly easy 11 26
Not very easy 10 25
Not at all easy 15 37
Don't know 10 23
Total 242
In the past 6 months, how easy have you found the following: Speaking to a nurse on the phone
% N
Haven't tried 23 59
Very easy 30 76
Fairly easy 31 78
Not very easy 8 20
Not at all easy * *
Don't know 4 10
Total 252
In the past 6 months, how easy have you found the following: Getting test results on the phone
% N
Haven't tried 36 88
Very easy 18 45
Fairly easy 16 38
Not very easy 7 17
Not at all easy 9 23
Don't know 14 33
Total 244
If you couldn't be seen within the next 2 weekdays the GP surgery or health centre was open, why was that?
% N
No appointments 70 30
Time didn't suit me * *
I didn't want to see that doctor * *
I could have seen a nurse but I wanted to see a doctor 35 15
Appointment was at a different branch * *
Another reason * *
Can't remember * *
Total 43
Last time you tried to, were you able to get an appointment with a doctor more than 2 full weekdays in advance?
% N
Yes 66 65
No 31 30
Can't remember * *
Total 98
In the reception area, can other patients overhear what you say to the receptionist?
% N
Yes, but I don't mind 57 159
Yes, and I am not happy about it 33 92
No, other patients can't overhear 5 13
Don't know 6 16
Total 280
How helpful do you find the receptionists at your GP surgery or health centre?
% N
Very helpful 55 153
Fairly helpful 38 106
Not very helpful 4 10
Not at all helpful * *
Total 277
What next?•When will our next meeting be?
•We will send you (either by post or by email) a copy of the meeting minutes
•Prior to us publishing the survey we will share the draft with you all and ask for your amendments.
•When we meet again we will share the patient feedback and start a plan of action!
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