As at 1st April 2011 we had a count of 10,047 patients registered with our practice.
Other health needs / backgrounds
|Patients in Residential /Nursing Care Homes||128|
Berwick is known to have one of lowest average incomes in the UK and above average rates of unemployment.
Patient Reference Group Profile (PRG)
Our Patient Group has currently 15 members. We have advertised in the practice, in-patient newsletters, as a result of a complaint and with word of mouth. The group meets between 4 and 6 times per year and is well attended with a minimum attendance in the past year of 12. The Managing Partner chairs the meeting, although that role has been made available to any one in the group. Another member of staff such as the Assistant Manager or Reception Supervisor are also invited to attend the meeting. Minutes are taken and distributed.
Make up of the PRG
Other health needs / backgrounds
One of the recognised difficulties in having a representational group is that of age. Many of our group are retired and as a consequence find it easier to attend meetings and are able to give the time commitment required.
In the past year our group has grown by 3 members by the marketing described above.
We are in the process of starting a web based group which will target younger people.
Areas of Priority from the Practice Survey
We continue to use the CFEP survey (which we have done for 7 years now) and have data available to show trends and identify where services can be improved.
The survey is split into 4 areas – about the practice, about the practitioner, about the staff and general issues such as compliments, complaints, illness prevention and reminder systems.
We had suffered in 2011 with shortage of GPs and our main priority was to improve availability of appointments and to continue our development of a clinical skill mix to include Nurse Practitioners. An incredibly popular doctor has now gone part time. And this is giving rise to issues with his patients continuing to want to see him although obviously he now has less availability.
The PRG group met and discussed this but it was felt that the survey would collect the required data through the questions already asked as part of the survey.
Collating Patient Views through the Survey
The actual survey was carried out between start of December 2011 into January 2012. 265 questionnaires were collated and returned for analysis by CFEP.
Discussing Survey Findings and Making Changes within the Practice
From the results of the survey, areas which scored lower than expected were:
- Telephone access
- Seeing a practitioner within 48 hours
- See a practitioner of choice
The results were discussed with the clinical team and also with the reception and admin team. The PRG meeting held on Thursday 23rd February looked at the full results of the survey and particularly discussed the areas above and also how we could improve patient communication within the surgery.
There were no formal complaints received that would identify any link to any of the above which we could use to look at a service re-design.
It was agreed by the Practice and by the PRG that we should :
- Look to employ long-term doctors and Nurse practitioners and publish their availability in the practice thereby encouraging patients to develop sustainable relationships with them reducing overstretching demands on certain members of the team.
- Look to set up a text reminder service to reduce the number of DNA’s thereby increasing the number of available appointments.
- Promote opportunities for self care and prevention of illness along with services such as pharmacy advice and NHS direct.
- Look to adapt our appointment system to ensure appointments are available to book same day, next day, in a week or book into the future up to 5 weeks. This will alleviate the necessity for patients to ring at 8am each morning when the potential for holding until a call is taken can be longer than is satisfactory.
- We will install a new notice board in reception – where the patients are seated and have relevant material displayed in full patient view.
- Ensure all publications are in an easy to read and clear format and to use the website for all information and publicise the use of the website. New patient registration forms should all have the website details on and instead of giving each new patient a practice booklet, patients should be asked if they wish a printed copy of the booklet or are happy to source information from the website.