Hatfield Road Surgery
Dr G Sinha & Dr Sarkar
61 Hatfield Road , St Albans, Herts AL1 4JE
Telephone No:01727 853079
Patient Representative Group
This report has been produced for patients along guidelines required by the Department of Health Directed Enhanced Service and requested by HVCCG.
We are committed to ensure that patients are involved in decisions about the range and quality of services provided by our practice. This will be fundamental as we move forward to increase involvement in commissioning of services for our practice population.
This report summarises the development of Hatfield Road Surgery Patient
Representative Group (PRG) in 2013-14
1. Profile of our practice population and PRG
2. Establishment of PRG
3. Priorities for the survey and how they were agreed
4. Method and results of patient survey
5. Action plan for 2014-15
This report summarises the development of our Patient Representative Group.
This year one of our very active PRG members has very kindly prepared a report about PPG at Hatfield Road Surgery.
Patients Participation Group
The Patients Participation Group for the Hatfield Road Surgery has been in existence for about two and a half years. Its membership largely reflects the ethnic make up of the practice with a balance of white and other ethnic groups, but disappointingly no active representatives from the Bangladeshi community who comprise a significant proportion of the practice’s patients.
The PPG has a dedicated display board in the surgery waiting room, identifying the people in the group and presenting the results of the surveys or the findings of the PPG on identified issues.
Four in-depth surveys, covering over 100 patients each time, each person being approached personally by a member of the PPG, have been carried out, aiming to further the objectives of the PPG which are to find out what patients think of the practice and what they would like to see improved. The topics covered have been the helpfulness of the receptionists and the ease of booking appointments, the quality of the appointments with the GPs, the premises and repeat prescriptions and currently the use of A&E in non-emergency situations.
There is a huge degree of satisfaction with the surgery, with an above 90% satisfaction level for confidence and trust in the two GPs, in the treatment and advice they give, with the location of the surgery, the system for repeat prescriptions and the helpfulness of the receptionists. 80% were happy that they could see a GP on the same day if it was urgent.
The PPG supported the GPs against complaints that they were difficult to contact by phone during surgery hours, but is looking at ways of rectifying the problem of appointments running late.
This year the survey undertaken aimed to obtain information in order to assess how visits to A & E can be reduced when it is used as an inappropriate alternative to visiting the surgery or an already funded out-of-hours facility.
The PPG appreciates the support and encouragement it receives from the management of the Hatfield Road Surgery and would welcome new members to expand the patients’ representation on the PPG.
In 2013-14 the group conducted one survey and it involved more than 100 patients. The practice is thankful to all the patients who participated in the surveys. The practice sees this as an important way to develop services that most benefits the patients and with their help the practice hopes to develop this further over the coming year. It has been a challenge to form a Patient Participation Group in the practice in an effort to reach as many patients as possible. There have been a few teething problems but hopefully as the group becomes more established these will improve. Patients’ comments and suggestions are the most important part of this process and the practice would encourage the patients comment honestly on the services provided to them.
Establishment of a Patient Representative Group
This year the goal has been to evolve this PPG into a more structured PRG and agree local priorities, collate patient views, provide an arena for discussion and then implement changes. The first goal was to engage the current PPG with these ideals and ratify the process. This was discussed at a monthly meeting and the plan was fully embraced by the current members of the PPG.
At this meeting it was decided to
- Review current structure of group
- Expand the group by engaging more people
- Emailing more people to be involved in the group either directly or virtually
- Give out the membership forms to each patient coming to the surgery
- Determine priorities for the year
Current structure of the group
There is a committee of 13 people which is virtually active in PRG. The committee conducts the surveys, analyses the results and maintains the display board in the practice.
Number of members
Number of members
The PRG is quite established in our surgery although not widely represented. The PPG is not very big and it has been acknowledged that representation was required from a wider age group and varying social and ethnic backgrounds.
This year the PPG decided to conduct a survey on Accident and Emergency admissions. 36% said they had been to A&E in the last 12 months.
14% said they visited A&E because of accident, 38% felt ill, 40% in pain, 8% wanted to see a doctor urgently. Most of the patients went to A&E as the surgery was closed in those times or late night or early morning.
To resolve the medical problem 12% rang 111, 36% phoned GP for routine appointment, 13% for emergency appointment, 5% visited a walk in centre, 13% visited the Minor Injuries at St Albans, 5% visited A&E , 13% phoned for an ambulance.
The reason they attended A&E was 39% said the problem needed looking at straight away and only 2% said there was no emergency appointment available at the surgery.
After the results of the Survey were collated the PPG said that our GPs always try to accommodate emergency appointments but they also said the patients need to be educated about visiting A&E. It was also discussed that the results should be compared with the Medeanalytics report. After the comparison it was found out that A&E multiple attendances match the multiple visits of the critically ill patients.
Resulting action plan and how it was agreed
The results of the survey were always emailed to the members of PRG following closure of the survey and members were invited to discuss the findings with the Practice Manager. PRG agreed to publish the survey results on the website and display the results in the waiting room for the public.
Moving forward to 2014-15
It was agreed that we have still failed to engage a wider section of our population although we are giving out the PPG membership forms to all the patients who come to the surgery. We also displayed a PPG poster in the reception area. In the last survey we also added a question if they want to join the group. But out of 100 people only three showed interest in joining the PPG. Every effort has been made to capture as wide an audience as we could. Patients of all ages have been encouraged to join the group. This year the group also decided to change the time for future meetings. The PPG meetings used to take place in Wednesday afternoon but the PPG has decided to change the meeting time to Thursday evening as an experiment to see if more people can make it. The group also intends to involve more people from community by organising a bigger group.