Patient Participation Group 2013-14

Dr Ajeet Singh

Dr S Sukumaran

Dr B K Kumar

Dr S Shetty

PRG meeting: 22nd April 2013 at Lister Lane Surgery @ 12.30pm


Dr Kumar - Principal Partner

Dr Shetty - Principal Partner

Dr Singh - Principal Partner

Dr Suku - Principal Partner

Shana Begum - Practice Manager

Preeti Singh - Practice Manager

Yvonne Hodgson - Practice Manager

Plus all admin staff from across all 3 sites

PRG members:

Names removed due to data protection


  1. PRG member introduction
  2. Planned changes to organisation
  3. Merged organisation
  4. Demand versus capacity
  5. Action plan

The members met and introduced to the each other, Dr Kumar introduced the PRG to the practice partners and other team members. Nursery Lane Surgery has been involved with the PRG since merge Sept 2012, however Boothtown Surgery has never previously signed up to the PRG DES and therefore never been involved with a PRG group.

Our practice has developed the PRG through registered patients (since 2006) who volunteered as a steering group to help support the practice with the development and implementation of new and improved appointment services and other innovates that would benefit the patients and reduce the practice high rated DNA’s (did not attend) appointments.

Practice Population

Age Range Male Female Total
0 - 16 845 748 1593
17 - 24 406 394 800
25 - 34 655 569 1224
35 - 44 630 431 1061
45 - 54 518 428 946
55 - 64 399 357 756
65 - 74 281 290 571
75 - 84 154 180 334
85+ 48 89 137
Total 3936 3486 7422

PRG Population

Age Range Male Female Total Ethnicity
0 - 16        
17 - 24        
25 - 34 1 1 2

X1 Pakistani

X1 Bangladeshi

35 - 44   1 1 X1 Pakistani
45 - 54        
55 - 64        
65 - 74 3 2 5 X5 British White
75 - 84 -      
85+ -      
Total -      

The Patient Reference Group has helped to devise surveys of patient views in the past years. Topics have included:

  • Booking appointments
  • Ordering repeat prescriptions
  • Access
  • Services and activities at the surgery
  • Same-day appointments
  • General attitudes to the surgery

The results have been used to develop action plans based directly on what patients think.

Following on from the Patient Participation Group, which has been in existence since 2006, Lister Lane surgery and its branch practices has brought together a number of focus areas this year particularly around ‘access’.

The currently members of the Patient Reference Group (8 members) are aged between 16 and 80. There is a good mix of men and women from across the geographical area to cover all 3 sites, including regular users of the surgery and some who rarely visit. There are people with chronic diseases, people who care for older relatives and young children - in other words, a reasonably representative cross-section of patients. The group has equal balance of women and men and mature adult patients than younger ones. Efforts continue to be made to recruit new multicultural members throughout the year.

We briefly discussed the action plan that was implemented following our patient survey in October 2012 using the support of the PRG members. See below

Action plan and priorities from survey findings 2012-13 as agreed by PRG and the practice team

  • Ease off appointment bookings
  • Appointment with chosen health professional
  • Appointment booking procedure/methods
  • Alternative option to a face to face appointment

The above issues were taken into consideration and discussed in depth whether items from the action plan has been met or needs further improvement.

COMPONENT 2, agree priorities and local practice survey

During the PRG meeting Dr Kumar informed the team about the organisation’s new interest in (PGP, productive General Practice) and explained how the programmed will hopefully help and support the practice to better its service focusing on the following key areas:

Practice priorities:

The Productive General Practice programme is designed to help general practice continue to deliver high quality care whilst meeting increasing levels of demand and diverse expectations.

It helps practices to put the patient, Clinician and practice team at the centre of improvement to create a timely, appropriate and dependable response to patient needs. Implementing the programme will engage all staff in the practice in improving their work processes, making it possible to release time to invest in improving patient outcomes and staff wellbeing.

The programme provides a proven framework that is easy-to-use, practical, and flexibly designed to enable all staff to take a fresh look at the changing needs of patients and develop services that will improve safety and reliability, patient and Carer experience, staff experience and productivity.

It was agreed by the practice and the PRG members to conduct a survey around the (PGP) recommendations which would both benefit the practice needs for improvement and also the PRG.

Patient priorities:

We also looked at the patients priorities which focused at the following areas:

  • Access in general
  • Telephone access
  • Reduced waiting time
  • Choice of site/GP

We agreed to complete 25 surveys per 1,000 registered patients, according to the PRG DES guidelines. Which mean with the new practice capitation of 7440 patients, we will need to conduct 175 surveys? We agreed to start the survey ASAP, and spread them across the 3 sites

Agreed priorities

We agreed to base our survey around ‘ACCESS’, incorporating with the following areas:

  1. Patient Experience - overall experience
  2. Front desk telephone access
  3. How productive are we? - GP’s, nurse and HCA’s
  4. Appropriate and inappropriate appointments

The above issues cover concerns from the practice and the patients PRG members. Due to a fundamental concern around ‘access’ the practice has been experiencing over the last few years, which includes high A+E attendances and low achievement on the IPSO Morri survey, conducting an in-house survey on the above basis would highlight whether the organisation is meeting demands versus capacity.

The practice will ensure they collect information from the patients based on the ‘patient experience’ part of the survey. The remaining data will be collected using designated toolkit provided by PGP, which involves frontline staff and healthcare professionals collecting information for a period of 2 wks, over the phone and during consultation. Please refer to template below for example.

The team agreed to meet on Aug 15th 2013 to discuss the findings of the survey.

COMPONENT 3, Collate and inform findings of survey

We printed 200 surveys and expected 175 completed paper surveys across the 3 sites between the months of May and June 2013. The surveys were passed to patients via frontline staff during appointment bookings and health professionals during consultations and other contacts with surgery.

The staff ensured all and any of our service users who are over the age of 16yrs are approached and encouraged to complete a survey. Captivating ideas and suggestions from a wider age group would give us a better idea of what our service is like and who our main client groups are? Do we fulfil they need and what are possible routes we can use to ensure all our service users are satisfied with our service.

Once the completed surveys were collated, we used the ‘Knowing how we are doing’ toolkit from the Productive General Practice programme to analyse our results.

Below is a data we extracted from our paper survey and analysed it into charts and graphs to show statistics.

COMPONENT 4, Discuss findings from survey

15th August 2013 PRG meeting

Agenda: PRG Meeting -12.00pm to 1.00pm

  • Discuss survey findings with PRG and practice wide
  • Discuss options and suggestions for improvement
  • Discuss action plan for next 12 months
  • Agree action plan


Dr Kumar - Principal Partner

Dr Shetty - Principal Partner

Dr Singh - Principal Partner

Dr Suku - Principal Partner

Shana Begum - Practice Manager

Preeti Singh - Practice Manager

Yvonne Hodgson - Practice Manager

Plus all admin staff from across all 3 sites

PRG members:

Names removed due to data protection

The PRG members met with the practice team once again to discuss the survey and its outcome.

A reminder was re-enforced that the first part of the survey called ‘patient experience’

Was conducted using information collected from the actual service users?

The remaining parts of the survey were information collected by staff members during a 2wk data collection period, which involves information on our organisations functionality and capacity.

We had some shocking findings on our ‘lost and extra appointments’ we found 204 appointments were wasted during those 2wks slots, which was a HUGE waste. This was a result to some of the Health professionals not getting booked up?

The results indicated high priorities for improvement and put remedial action in place to ensure surgery is managing its demands versus capacity. This would tackle a lot of our issues with the high A+E attendances by providing and encouraging more access into surgery.

COMPONENT 5, action plan and priorities:

The following agreement has taken place between the practice and PRG members and reviews will be made in 12 months time due to 2 recent merges that has taken place. We need to ensure the organisation, staff and the business rules are all in place and complaint with changes.


· To improve around the capacity versus demands

· To improve around offering more appointments with choices

1. Increase staff capacity
  • We have 2 new branch sites to increase capacity
  • We have 2 GP’s on duty at Lister Lane to increase capacity
  • We have introduced and increased our online booking and S1 access across the 3 sites to ease off appointment bookings:
  • We have taken a new recruit to increase staff capacity
Auctioned immediately with pending review in 6/12, slow measures will be introduced as there are a lot of differences in the ways each surgery operated whilst single handed.
2. Offer more choices with health professionals and appointments
  • We have 2 branch sites to offer more choices
  • Choice of female GP is available across 3 sites
  • Reduced waiting time for chosen health professional
3. Appointment booking procedure/methods
  • Online booking increased
  • S1 online access promoted across 3 sites
  • More telephone lines available per site
  • More call takers available per site

COMPONENT 6, publicise the local Participation Report and Practice Survey

General Practice Information;

Main site
Lister Lane Surgery
30 Lister Lane
Halifax HX15AX
01422 353956
Branch 1
Nursery Lane Medical Centre
Nursery Lane
Halifax HX3 5TE
01422 355535
Branch 2
Boothtown Surgery
Woodside Road
Boothtown HX3 6EL
01422 433330

Business Opening hours (all)

Monday 8 am to 6.00pm (6 to 6.30pm access via phone only) (6.30pm to 8pm- extended access PM)

Tuesday 8am to 6.00pm (6 to 6.30pm access via phone only)

Wednesday 8am to 6.00pm (6 to 6.30pm access via phone only)

Thursday 8am to 6.00pm (6 to 6.30pm access via phone only) (6.30am to 8am- extended access AM)

Friday 8am to 6.00pm (6 to 6.30pm access via phone only)

The PRG survey can be found on our surgery website:

A notice has been put on our surgery waiting rooms displaying details of where and how patients can locate this report.

All PRG members have been notified of the final report submission on the practice website.

Details of this factual report and its location will also be published on our practice website.

End of report

Produced by: Practice Manager

Lister Lane Surgery

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