PPG_report_2014 - The Fryern Surgery
Patient Participation Report 2013-14
Fryern Surgery is one of three GP practices within Chandlers Ford, Hampshire. Our registered
practice population is approximately 9,000 patients, made up of predominantly middle socioeconomic grouping with low deprivation. No registered patients are recorded as requiring
interpreters. We have several nursing and residential care homes within our area as well as an
offenders’ rehabilitation centre.
Fryern Surgery is open Monday to Friday 8.00am to 6.30pm and does not close for lunch except
on the first Wednesday of each month for staff training. We participate in the Extended Hours
service and we offer routine appointments on alternate Tuesday evenings 6.30pm-8.45pm and
alternate Saturday mornings 8.00am-12.30pm.
The practice currently has 6 GP partners, 2 retainers, 1 GP Registrar, 3 Practice Nurses, 2 Health
Care Assistants and several admin and reception staff.
Registered Patient Profile
White & Black Caribbean
White & Black African
White & Asian
Other Ethnic Group
Patients on Chronic Disease Registers
Coronary heart disease
Chronic Kidney Disease
Chronic Obstructive Pulmonary Disease
Peripheral Artery Disease
Developing a Patient Representative Group (PRG)
In 2013, the surgery decided to set up a patient representative group. The following methods
were used to inform patients of this group:
Notices were displayed in the waiting rooms and on the practice website, asking patients
to register an interest in joining a patient representative group.
Messages were printed on repeat prescriptions and prescription reminders.
A message was added to the LED board in the main waiting room.
An audit was carried out of patients’ complaints over the previous year and anyone who
had made a non-clinical complaint was sent a leaflet asking if they would like to join our
patient group in order to provide feedback and help improve services.
Posters and leaflets were displayed and promoted by our Health Visitors and Midwife to
encourage new mums with young children to join our patient group.
All GPs had leaflets available in their consulting rooms to give to any patient who visited
Leaflets and posters were also sent to the offenders’ rehabilitation centre.
A dedicated notice board for the patient group was set up in the main waiting room with
smaller notices in other waiting rooms.
Leaflets were included in new patient registration packs.
Doctors and nurses personally invited patients who do not regularly attend the surgery
to join the patient representative group or to contact Reception for more information.
The first meeting of the patient representative group took place on Monday 18th March 2013 and
12 people attended, including the Practice Manager, Senior Receptionist and one GP partner
from the practice. All the patient participants were white, with 66% aged 60-69 and 33% aged
70-79; 33% of the attendees were male and 66% were female. It was discussed at this meeting
how to promote the group and widen the membership to other sectors of the patient population
and various methods were tried, including one member of the group who sat in the main
waiting room for a morning and asked waiting patients if they would like to join the
representative group. Despite continuing efforts, the attendance at the next few meetings
declined and at the meeting in November, when only 3 patients turned up, it was decided to
make the group a virtual online group that communicated via email. It was agreed that this
would appeal particularly to younger members of the patient population who may have
families or be working and therefore cannot spare the time to attend meetings. It was also
agreed to continue with six-monthly face-to-face meetings for anyone on either the PPG or
virtual group who wished to attend.
A notice was displayed on the practice website and a link set up for patients to register their
interest to join a virtual group and all the methods used above were repeated with the
information changed to inform patients that it was now a virtual online group. Since
November, the number of patients who have registered with the virtual group has increased.
Currently, the membership of the virtual group is 32:
15% aged 20-39
35% aged 40-59
40% aged 60-69
10% over 70
9% of the group are not of white ethnic background.
Whilst the virtual group has a wider age range, it is recognised that there are still areas of the
registered population that are not covered, such as patients from an ethnic background or
residents in nursing homes or the offenders’ rehabilitation centre. Ongoing methods of
attracting members from these under-represented groups is continuing with leaflets being sent
to nursing homes and the offenders’ rehabilitation centre and verbally asking patients whether
they would like to join our virtual online group.
Areas of Priority
Email communication was sent to all registered PRG members in December 2013 regarding the
content of the patient survey 2014. Questions were based on discussions and concerns raised
during patient group meetings. The main areas of concern/discussion were:
Access within the building and whether patients can access all parts of the building
Patients’ awareness of their condition and whether they understood what the doctor or
nurse had told them about their condition/medication and the next steps in the progress
of their care
On reviewing the previous year’s patient survey and assessing trends in complaints over the
previous year, it was highlighted that patients often had difficulties using the old telephone
system. Therefore, this year’s survey also asked the same questions following the installation of
a new telephone system in September 2013 to see if things had improved.
All members of the virtual group were contacted and encouraged to give their views on the
questions to be asked and any amendments and additions were included in the final
questionnaire. Several members of the on-line group wanted to ask patients whether they
would be happy to see a nurse instead of a doctor and this question was included in the final
Patient Survey 2014
The practice undertook a patient survey during January and February 2014 using questions set
by the practice in response to recent complaints as well as questions requested by members of
the virtual and face-to-face patient groups. The survey was published on the practice website
and all patients attending the surgery were also encouraged to complete a paper version. The
full questionnaire is available at the end of the document (Appendix A).
Unfortunately, only 74 responses were received although this is similar to the 79 responses we
received to the patient survey last year.
The survey results were posted on the practice website at the beginning of March 2014 and were
also emailed to all members of the virtual patient representative group for their information
Patient Survey Findings
The full survey results are available at the end of this document (Appendix B) but the main
issue that came out of this survey was that some patients are concerned about confidentiality at
the Reception desk. Although there is a quieter area to one side of the Reception desk, the
whole area is busy as the automated check-in arrival screen is situated on the front desk. The
results of the survey were discussed at a Practice meeting and it was agreed that the layout of
the Reception front desk to aid patient confidentiality and reduce queues at the Reception desk
would be the main target for improvement for next year.
Action Plan for Improvements
Discussions are ongoing with the virtual patient representative group to decide the best course
of action to make improvements to the waiting room area and the Reception desk
confidentiality. Quotes have been requested from outside contractors for moving the check-in
screen away from the Reception desk and the possibility of a designated area away from
Reception for any patients who need a quiet area to speak to a member of staff.
Full review of the patient survey and quotes for work to be undertaken will be discussed at the
Annual General Meeting of the patient group on Monday 19th May 2014.
Quotes obtained from Egton to upgrade and
remount new check-in screen
Quotes obtained from electricity engineer to
move existing check-in screen
Quote from maintenance contractor to partition
off and decorate small area of corridor for quiet
Discussion at PPG AGM
Discussion at GP Partners’ business meeting to
review decisions at PPG AGM
Date of completion
10th March 2014
13th March 2014
15th March 2014
PPG & Practice
Practice Manager &
19th May 2014
30th May 2014
Appendix A – Patient Survey 2014
Please circle your answers:
1. Can you get through on the telephone?
2. Have you been able to get test results over the telephone?
3. How long did you have to wait for your most recent routine appointment?
Less than 1 day
1 – 7 days
7 – 14 days
More than 14 days
4. Can you get a same-day emergency appointment when you need one?
Not needed one
5. Did you see the doctor or nurse of your choice at your most recent routine visit?
(Emergency appointments are seen by duty doctor, not a named doctor.)
Did not request specific doctor/nurse
6. Would you be happy to see a practice nurse instead of a doctor for a minor
7. Did you feel your wait in the waiting room before being seen by the doctor or
nurse was too long?
8. Did you feel that you had enough time with the doctor or nurse at your most
9. Do you feel staff members are helpful, considerate and polite?
Please turn over….
10. At your most recent consultation, did the doctor or nurse explain your
11. Did you leave the surgery with a clear understanding and timescale for 'next
steps' if continued treatment, referrals etc were needed?
12. Do you find the Surgery Reception accessible inside, eg reception desk, checkin screen, lift?
13. Are you concerned that others can overhear you when you speak to the
receptionist at the desk about confidential matters?
14. Are your comments and complaints listened to?
15. Would you recommend the Surgery to friends or family?
Any other comments:
Appendix B – Patient Survey 2014
Can you get through on the telephone?
Have you been able to get test results
over the telephone?
How long did you have to wait for your
most recent routine appointment?
Less than one day
1 - 7 days
7 - 14 days
More than 14 days
Can you get a same-day emergency
appointment when you need one?
Not needed one
Did you see the doctor or nurse of your
choice at your most recent routine
visit? (Emergency appointments are
seen by duty doctor, not a named
Did not request specific doctor/nurse
Would you be happy to see a practice
nurse instead of a doctor for a minor
Did you feel your wait in the waiting
room before being seen by the doctor or
nurse was too long?
Did you feel that you had enough time
with the doctor or nurse at your most
Do you feel staff members are helpful,
considerate and polite?
At your most recent consultation, did the
doctor or nurse explain your
Did you leave the surgery with a clear
understanding and timescale for 'next
steps' if continued treatment, referrals
etc were needed?
Do you find the Surgery Reception
accessible inside, eg reception desk,
check-in screen, lift?
Are you concerned that others can
overhear you when you speak to the
receptionist at the desk about
Are your comments and complaints
Would you recommend the Surgery to
friends or family?