Local Reference Group (PRG) Report for 7/8 Park Street Ripon

1.                         We developed a Patient Reference Group (PRG) with a profile that tried to be representative of the practice population. 

·                 The practice population is 48% male and 52% female.  The age distribution of the practice shows we have more than our share of patients over the age of 55, an average number of those aged 35 to 54 and less than our share of younger patients especially those between 17 and 34.  There are very few (<1%) patients from ethnic minorities. 

·                 Of the 22 member of the PRG, 45% are male and 55% female.   Only three are aged 17 to 34, three are aged 25 to 54, 13 are between 55 and 74 and three are over 75.  There are none from ethnic minorities.

2.                         The following steps were taken to ensure the PRG membership was representative.

·                 Posters were put up in the surgery about the formation of a PRG and inviting members.

·                 Patients were approached directly in order to get some younger patients, disabled patients and ethnic minorities.  We wrote to some people to try and increase the number of male members because we were aware that not as many men attend the surgery. 

·                 Most interest was shown by patients over the age of 55 and we had little response from younger patients.  In order to rectify this, we targeted some younger patients directly by personal contact and also by letter.

3.                         We had a meeting with the PRG where several ideas for a local practice survey were discussed.  We realised that most practice surveys concentrate on opening time, the telephone system, appointments etc but we felt that several previous surveys had concentrated on these aspects and we wanted to do something different.  As we had recently created a website, we thought that surveying how the practice informed and interacted with the patients could be informative.  A questionnaire was developed which looked at:

·                 The website – general use, ease of use, use of various on-line services (eg prescription ordering) etc.

·                 A practice newsletter - whether we should produce one, how often, content, design etc.

·                 Other suggestions for practice/patient communication.

·                 What to survey next year.

·                 General demographic details of those completing the survey.

4.                         To obtain the views of a representative sample of patients we did the following:

·                 The survey was put on the practice web site.

·                 Questionnaires were handed out to patients attending the surgery.

·                 Questionnaires were posted to patients in the age groups which were poorly represented in the first batch of those received in order to try and get an overall representative sample reflecting the practice profile.

5                 Questionnaires were collected and analysed and the results were presented to the members of the PRG at the next meeting.  The findings were discussed. 

·                 There was broad agreement that the web site was a good idea, nicely set out and an excellent way to communicate with our patients (see survey results) and there were comparatively few suggestions as to how it could be improved.  There were some minor teething problems with the on-line prescription service.  Web site use has doubled in the last six months.  It is now used regularly by 15% of our patients and this is increasing all the time.

·                 There was a lot of support for the idea of a regular practice newsletter.  68% of patients were interested in reading a newsletter of which 60% said on-line, 21% paper and 19% both.  When asked how often it should be produced, 48% said three-monthly , 38% six-monthly, 7% 12-monthly and 7% other.

·                 There were a small number of other suggestions for how the surgery could inform patients about what is happening including e-mail, Facebook and texting.

6                  As a result of the survey, an action plan was developed as follows:

·                 To look at the on line repeat prescription service and make sure that it is clear.  There appear to be some minor teething troubles that need investigating.

·                 A newsletter will be produced on a six-monthly basis.    We will have regular items and then some space for topical features such as seasonal flu vaccination.   It will be published on the website and a laminated copy will be available at the front of reception.   Paper copies will be available for patients to take away.

·                 Results of the survey and a Patient Participation Report will be displayed on the website and also on a notice board in the waiting area.

Opening Hours

The surgery is open 8am to 6pm Monday to Friday with a range of surgeries between these hours.  Reception is staffed at all times.  We do not use a “menu driven” telephone system and you will be able to speak directly to a receptionist when you telephone.  Times of individual surgeries are advertised in the practice leaflet and on the web site.

Under the extended hours access scheme, the surgery is open until either 8pm or 8.15pm on one evening per week.  This is on a Wednesday or Thursday night.