Our practice has set up a patient engagement process which enables patients to become involved in decisions about the range and quality of services provided by our practice. Patient involvement in decisions can lead to changes to services we provide or commission, either directly or in our capacity as gatekeeper to community and hospital services.
PATIENT REPRESENTATIVE GROUP
The practice has established a Patient Representative Group (PRG), which is representative of our practice patient population. Our PRG consists of 15 members whose individual profiles cover the following major groups of our patients:
• Patients aged over 65
• Patients aged over 75
• Disabled Patients
• Greek & Turkish patients (largest ethnic group amongst our patients)
• Students (age group 15 – 18)
• Working population ( 19 – 64)
• Nursing / Disability Home Manager
Every effort has been made to encourage membership and active participation of the PRG.
PRIORITY AREAS FOR PRACTICE SURVEY
Our PRG agreed that the Patient Dynamics GPAQ Practice Survey, which had been undertaken by the practice, in previous years, focused on a comprehensive set of priority areas which were still very relevant and appropriate in the present day. These priority areas include opening hours, appointment booking availability, telephone access, satisfaction with consultations, GP and nursing care, helpfulness of receptionists, etc. It was also agreed by the PRG that another advantage of using this survey was that previous years data would then be available for comparison purposes. A copy of the patient questionnaire is included as an appendix in the Practice Survey Results report, attached.
PRACTICE SURVEY – SAMPLE AND METHODOLOGY
The practice has a list size of approximately 8200 patients. We were advised by Patient Dynamics that the average survey questionnaire sample should comprise of 50 questionnaires per GP Principal plus and additional 50 questionnaires. Although we have 4 GP Principals, our patient survey consisted of a larger sample of 378 patient responses. These questionnaires were offered by our receptionists, to patients at random, to be completed in the surgery. Patients were able to provide their feedback, on these questionnaires, with confidentiality and anonymity. The survey was carried out in the summer of 2011 and the results of our patient survey were made available to us in September 2011.
A copy of the patient survey was then emailed to all the members of the PRG, requesting their comments and suggestions on prioritising areas for action. This process took place over the period October 2013 to March 2014. During this period members of the PRG provided the practice with their feedback on our patient survey and made suggestions for change. An Action Plan was then formulated based on PRG member feedback and was agreed by the whole group. See Patient Survey 2013/14 on website under “ Patient Services”.
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