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HINGHAM SURGERY
PATIENT GROUP REPORT
Contents Page No.
Setting up the Group 2
Open Meeting 3
Group Constitution 3
Meetings and Minutes 4
Methodology 5
Practice Profile – Sample Profile 6
Patient Survey Results (Under Further Information on Website)
Patient Group Feedback on Survey Results 7
Action Plan 8
Appendix 1 – Comparison of Results 2008 and 2011 9
Appendix 2 – Patient Comments and 11
Analysis of Patient Comments 12
Appendix 3 – Posters – Opening Hours 15
Website Appointments/Ordering 16
SETTING UP THE PATIENT GROUP
The practice population is approximately 4900 patients and the over 45s are
higher than the national profile. There are few patients of ethnic groups that
are not white British.
The practice decided that it would like to start a physical group, ideally of
about 8-10 patients. An open meeting was arranged for 28 September 2011
to look for patients who would be interested in forming a Group. In order to try
to get a broad representation in the group the practice advertised this meeting
for one month in the following:-
Parish Magazines (2)
Local primary school
Playgroup
Sports Hall
Village Hall
Local chemist
Local Post Office
Parish Council notice board
In the surgery
On the surgery website (from 7 September 2011)
Personal invitations were also sent to some patients (large families, local
district councillor, local businesses, residential home) and the GPs issued
verbal invitations.
The practice also contacted Laura McCartney-Gray at NHS Norfolk and she
sent some copies of the step-by-step guide to setting up Patient Participation
Groups for General Practice and Patients.
The Practice also arranged a meeting with her and Caroline Howarth at the
surgery on 25 August 2011. They explained the process in detail and
arranged for more copies of the booklet to be supplied before the open
meeting planned for the end of September.
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OPEN MEETING
Nineteen patients attended the open meeting and were each given a copy of
the step-by-step guide to setting up a Group. A short presentation was given
by Dr Shaun Conway to explain the purpose of the Group and some
background information about the practice. Mrs Jace Halstead, Practice
Manager, then answered any patient questions.
Patients were then given the opportunity to fill in an application form to join the
Group.
The Practice received 16 completed application forms after this meeting and a
first meeting date to form the Group was set for 12 October 2011.
GROUP CONSTITUTION
Twelve patients attended the first meeting and the others could not attend but
asked to be kept informed. Laura McCartney-Gray also attended the meeting
and was able to provide some guidance on the formation of the Group.
Officers were elected and a draft Constitution considered.
The Group was made up as follows:-
45-54 55-64 65-74 75-84 Over
84
Male 1 1 2 1
Female 2 2 3
White, British 11
Other White background 1
There was no interest from patients aged 16 – 44 at this time.
9 members of the PPG are from Hingham, and the rest are from the
surrounding villages.
The Group includes patients with the following chronic diseases:-
Cancer CHD CKD
Diabetes Diverticulitis Heart Disease
Hypertension Hypothyroidism Osteoporosis
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MEETINGS
First meeting held on 12 October 2011 to set up Group.
Meeting held on 19 October 2011.
The Group discussed a work plan for short, medium and long term ideas. A
patient survey was considered to be one of the main priorities as this would
give the Group ideas to plan for the future. It was agreed to form a small
committee of five members to look at preparing a patient survey. Approved
surveys were given to them by the Practice for examples of questions
previously used. The Group was also given a copy of the Practice’s last
survey (GPAQ v.2) carried out in 2008.
Meeting held on 16 November 2011.
The committee reported that they did not feel they had enough experience/
knowledge to design their own survey and they were not sure what questions
to ask. The Group wanted to use a national patient experience survey to
identify areas of concern for the next patient experience survey. Of all the
surveys reviewed three factors determined its choice:
Version 3 of GPAQ has been revised to collect patients’ views through
local survey reflecting the Patient Participation Directed Enhanced
Service (DES)
The practice used the GPAQ survey in 2008; this will allow the group to
make comparisons and gauge progress.
Questions on both nurses and GPs were included in the questionnaire.
It was agreed that the survey would take place w/c 12 December 2011 and
that the Group would have a rota to hand out the survey forms themselves as
this would enable them to interact with patients and possibly recruit new
members from other age groups.
The survey results were given to the Patient Group and posted on the Surgery
website on 16 January 2012.
Meeting held on 18 January 2012.
Outcomes from survey were discussed. The Group had managed to recruit 3
new possible members (including one female, age group 25-34). The
opportunity to meet patients had been a great success. Action Plan to be
drawn up and discussed at next meeting.
Meeting held on 8 February 2012.
The survey results were very good. Patient feedback, recommendations and
an action plan were discussed and agreed.
The practice will prepare a full Report to be posted on the website and
submitted to NHS Norfolk.
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METHODOLOGY
HOW THE SURVEY WAS CARRIED OUT
A paper survey was carried out for one week from the 12th December 2011 to
the 19th December 2011.
An online survey was put on the practice website for the whole month of
December for patients who did not attend the surgery on the week the survey
was administered.
Members of the Patient Group distributed 210 questionnaires to patients (60
questionnaires for the two full time doctors, 30 questionnaires for the three
part-time). 20 unspecified questionnaires were made available.
The survey was broadly publicised through the Surgery Newsletter, on the
Surgery website and on posters within the practice premises.
On the week of the 12th December, members of the Patient Group distributed
the questionnaires to patients over the age of 16 arriving at the surgery,
excluding any temporary residents. Patients were asked to fill it in after they
had their consultation and put the completed form in the return box at
reception. If a patient was unable to complete the form whilst at the surgery,
they were given a prepaid envelope to return the questionnaire by post.
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PRACTICE PROFILE
There are 3975 patients over the age of 16 registered with the practice.
Male Female Total Per
cent
17 -44 686 698 1384 35%
45-64 767 744 1511 38%
65-74 317 309 626 16%
75 or over 199 255 454 11%
Total 1969 2006 3975
Per cent 50% 50%
SAMPLE PROFILE
62% of respondents are female against 50% for the practice population.
71% who completed the age question were over the age of 45 compared to
65% of the general practice population; 36% of the sample is over 65 years
old against 27% of the practice population.
100% of respondents who completed the ethnicity questions are white.
57% reported having a long-standing health condition.
42% said to be in employment.
Total number of respondents: 189
Gender
62% Female
38% Male
Age group
30% 16-44 years of age
35% 45-64 years of age
20% of 65-74 years of age
16% of 75 or over
By ethnic group
100% White
With long-standing health
condition
57% Yes
43% No
Employment
42% employed
3% unemployed
2% in full time education
6% unable to work/long term
sickness
6% looking after home / family
38% retired
3% other
2% no response
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PATIENT GROUP FEEDBACK
The Group felt that the Results were all very good and that they had given
them some very positive feedback about the Practice. They also felt that the
survey had given them a golden opportunity to show their presence in the
practice and to talk to other patients.
Recommendations:
Getting through to doctors: the number of patients expressing high
satisfaction in speaking to a doctor or a nurse over the phone has dropped
from 65% in 2008 to 51% in 2011, possible causes can be investigated and if
possible addressed.
Online booking: 18% of patients would like to use online booking, find ways to
advertise online booking.
Look into how best to communicate information on opening hours: the
practice is open from 7.30am to 6.30pm, yet 31% of patients said they would
like additional opening hours before 8 am.
Provide information on services available during weekend. One patient asked
for information on weekend care, 61% of patients who answered the question
on additional hours said weekend appointments would make things easier for
them.
Further improve high standard of care. Care provided by both doctors and
nurses was highly appreciated for their very high standard, a net surge of
satisfaction from 2008 was noticeable. Nurses can still bring their listening
skill to the same level they display in their care, their listening skill was rated
78%. Both doctors and nurses may further improve on involving patients in
decisions about their care.
Address the question of helping patients stay healthy. The majority of patients
from the sample declared having a long standing health condition, this
combined with a high proportion of patients over the age of 65 (36%), the fact
that 11% of respondents were unsure whether the practice were keeping
them healthy and 5% unsure of coping with their problem is ground for better
enabling patients in their care.
A review of the comments/complaints/suggestions book at the practice has
also raised the following:-
1. Midwife appointments seem to run late.
2. Several requests for drinking water in the waiting area.
A review of the NHS Choices website provides lots of very positive feedback
from patients who are very happy with the service the practice provides. The
only suggestion is for weekend appointments.
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ACTION PLAN
An action plan based on the recommendations was agreed with the Practice.
1. Getting through to Doctors – practice to review telephone access.
2. Online booking – patients are able to book appointments online and the
practice need to advertise this facility more.
3. Opening hours – practice to advertise that is open from 7.30 am to
6.30pm.
4. Services available at weekends – practice to advertise arrangements
for weekend care. Weekend appointments at the practice are currently
not an option as there are no staff available.
5. Standard of care – comments regarding GPs and nurses noted by
practice.
6. Helping patients stay healthy – an area that the Patient Group are
happy to work with the practice on.
7. Midwife appointments - the practice will review this with the midwifery
team.
8. Drinking water in the waiting area – an area that the Patient Group will
investigate and work with the Practice on.
The practice opening hours and how patients can access services through
core hours, extended opening hours and clinician availability will be
published:-
(1) By posters at the surgery on the entrance doors and in both waiting
rooms,
(2) On the Practice Website,
(3) On the NHS Choices Website,
(4) In the Practice Leaflet.
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APPENDIX 1 - Comparison of Results 2008 and 2011
Note on difference of scales used in 2008 and 2011 questionnaires
The 2008 survey questionnaire uses a scale of 6 for questions on
satisfaction. The 2011 questionnaire used either a scale of 4 or a scale of 5
or 6. To allow for comparison, the scales were combined as follow:
Scale of 6 into scale of 5
o ‘Excellent’, ‘Very Good’ combined to correspond to ‘Very
good’
o ‘Good’ and ‘Fair’ combined to correspond to ‘Good’
o ‘Poor’ remains unchanged
o ‘Very poor’ remains unchanged
Scale of 5 into scale of 4
o ‘Excellent’, ‘Very Good’ combined to correspond to ‘Very
good’
o ‘Good’ remains unchanged
o ‘Fair’ remains unchanged
o ‘Poor’ remains unchanged
o ‘Very poor’ remains unchanged
Valid Percent is being used in this report to take into account blanks, ‘Don’t
know”, “Does not apply”, and “Haven’t tried”.
Q1. 91% of patients say they find the receptionist very helpful, 9% fairly
helpful.
Q2. 73% of patients find getting through to someone on the phone easy,
6% fairly easy, and 2% not very easy.
Q3. In 2011, 51% say it is very easy to speak to a doctor or a nurse, 36%
fairly easy, 12% not very easy; in 2008, 65% very easy, 30% fairly easy,
only 3% not very easy and 2% very poor.
Q4. 94% or respondents said they could see a doctor urgently in 2011
against 99% in 2008
Q5. 80% say it is important to book ahead.
Q6. 71% say it is very easy, 27% fairly easy to book ahead.
Q7/Q8. Booking methods, 18% would prefer using online booking, only 1%
are actually booking online. 23% book in person against 31% of
patients expressing a preference for booking in person. 98% say they
use the phone, 96% say phone is a preferred method.
Q9. 57% of patients in 2011, 60% in 2008 said they are seen on the same
or next day when booking with a particular doctor.
Q10. Patients’ satisfaction is higher in 2011, 62% of patients rate the same
day or next day booking excellent against 39% in 2008.
Q11. In 2008, 90% of patients declare being usually seen on the same or
next day, 81% of patients in 2011; 10% for two to four days in 2008,
19% in 2011.
Q12. 72% rate the arrangement excellent in 2011, 53% in 2008.
Q13. 21% of patients say they wait less than 5 minutes in 2011, 5% in 2008.
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Q14. 38% of patients rate the waiting as excellent, 31% as very good 14% as
good in 2011; 12% as excellent, 24% as very good, 32% as good in
2008.
Q15. 87% of patients find the practice opening time convenient in 2011.
Q16. 49 patients replied to this question. In 2011 31% of patients liked the
option of an appointment before 8am, as opposed to 54% in 2008, 43%
after 6.30pm, 15% in 2008, 63% on a weekend (57% on a Saturday, 6%
on a Sunday) against 2% in 2008.
Q17. 75% of patients prefer to see or speak to a particular doctor in 2011.
Q18. 67% say they always or almost always see their preferred GP, 27% a
lot of the time, 6% some of the time; 73%; 17%; 9% respectively in
2008
Q19-Q23. Patients express satisfaction of their doctor as very good in: giving
time 86%, listening 87%, explaining tests and treatments 83%, in
involving in decision about care 82%, in doctor’s caring and concern
84%. In 2008 giving time 58%, listening 67%, in explaining tests and
treatments 64%, in involving in decision about care 59%, in doctor’s
caring and concern 64%.
Q24. 100% of patients have confidence and trust in their doctor (of which
94% definitely)
Q25 to Q29. Satisfaction on care provided by nurses. 86% of patient were
highly satisfied with nurse in giving time, 84% in listening, 80% in
explaining, 78% in involving patients in their care, 83% in showing
care and concern.
Q30. 100% of patients had confidence and trust in their nurse. (93%
definitely)
Q31. 94% of patients said their practice helps to understand their problems
very well, 6% were unsure in 2011. In 2008 7% thought it did not
improve their understanding.
Q32. 94% said their practice helps to cope with their problems very well, 5%
were unsure. In 2008 11% thought it did not improve their ability to
cope with their problem.
Q33. 89% said their practice helps them keep healthy, 11% said they are
unsure in 2011. In 2008 17% said their ability to stay healthy after
visiting their doctor remain the same.
Q34. 100% described their experience of their practice as being (good 4%;
very good 21%; excellent 75%).
Q35. 100% would recommend their practice to a newcomer (95% definitely,
5% probably).
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APPENDIX 2 – Patient Comments and Analysis of Comments
100 times better than my previous surgery (Watton). Nice, happy and welcoming staff.
---
A real asset to Hingham patients.
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A relaxing calm enviroment. Makes me feel confident that I will receive a very good service from
the full practice.
---
All doctors and staff very helpful at all times.
---
An excellent surgery. Dr Conway is a person I have confidence in. Generally I don't see other
GP's. Needing a monthly blood test the nurse I generally see is efficient and does her job well.
Receptionists helpful.
---
Comparing Hingham practice with other practices I have been a patient at they are far better in all
aspects - care, appointments and friendliness.
---
Concur with recent comment in patient's book about the carpet in the waiting area (can tend to
make some people feel dizzy.
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Consider myself fortunate to be able to access this practice.
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Could not be better. Wish they were all as good!
---
Everybody working at the practice greet you with a caring and welcome approach.
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Exceedingly high patient care both in terms of courtesy and health care.
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Excellent
---
Excellent, always have had a good experience with all staff. All Doctors I have seen have been
very good. I always speak very highly of the excellent service provided by this surgery. Thank you.
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Excellent, very pleased.
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Excellent. Both my Husband and I have had appropriate support for the difficult area of emotional
stress due to work related issues. We have received 1. received time to be listened to 2. advice /
treatment 3. caring attitude.
---
Fantastic, friendly practice!
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First class surgery
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Have recommended the surgery on numerous occasions.
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Having lived in Hingham a long time, I've experienced many good developments (admittedly, the
surgery in Pottles Alley couldn't help its restricted size) and the excellent practice is amazing and
very caring. Visiting other practices, and hearing about how they operate, makes me aware of how
very lucky we are.
---
Having recently moved to the area, this surgery and the way it deals with patients is a refreshing
change - long may it continue.
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Hingham GP practice is excellent, cannot fault the care, excellent GP's and staff. Well done!
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Hingham Surgery is fantastic. I couldn't ask for better. Thank you to everyone that works here.
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I always have been very impressed by the service I receive. Very friendly, reliable. One of the best
GP practices I have been to.
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I am absolutely delighted with the service offered at this practice. Thank you so much!
---
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I do recommend this practice to other people!
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I feel very lucky to have the Doctors and staff that we have in Hingham
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I have an excellent GP practice and wouldn't want to change it for any other.
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I have lived in Hingham for 25 years, and it is the best doctors practice we have ever used.
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I wouldn't like to see anyone other than my own doctor.
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I wouldn't like too many more new patients to join this pratice, I don't think it could cope.
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I'm a new patient so cannot comment fully on ongoing health promotion programmes.
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Its hard trying to get your children in for an appointment after school when phoning early in the
morning, hardly any available which isn't good when they are at high school and have to go by
transport.
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I've used the surgery 6 or so times so far and each time I'm totally impressed.
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Just joined the practice - on recommendation - so far ..... so good. Small enough to be person and
friendly yet professional and efficient.
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May we please have a good air extraction unit or units in public areas to : a) Remove that stale
smell in the waiting area b) Reduce the likelihood of spreading infection
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On the whole a superb surgery, long may it continue.
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Opening hours are on the whole convenient but often when ill at weekend a problem. We are
extremely fortunate with a surgery onhand with such excellent care available. However,
unfortunately, this is not the case in many other surgeries locally and the pressure is created by
too many patients to doctor/nurse allocation. It is imperative that the same does not happen in
Hingham.
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Overall excellent surgery, fantastic GPs and extremely helpful receptionists - brilliant service -
lucky to have such a good team.
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Overall I think the surgery in Hingham is a very good practice.
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Pay them more for longer hours.
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Since joining Hingham surgery, I have been very HAPPY with the services and been able to get all
the help i've needed. After being at Watton surgery for 5 years I never got any help or
understanding so i'm really happy I changed. The only thing (minor problem) is sometimes being
delayed waiting to see the doctor BUT I don't think it too much of a problem as the wait is worth it! I
know i'm going to get the advice I need. I love Hingham surgery so much, all staff are fabulous,
friendly and helpful. My doctor is Dr Rush, he is amazing and has completely understood and
helped all my problems - I feel like a new person with all the help and understanding I have been
given from him. Out of all the doctors I have been to, this one is completely wonderful and I am
happy i'm here.
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Staff always very helpful and curtious when visiting or phoning the surgery.
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Surgery Excellent. Doctors/Nurses Excellent. Receptionists and Staff all Excellent. No Complaints.
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The best service and understanding
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The Hingham Surgery is the best practice that I have experienced.
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The practice is well run, efficient and all the staff are excellent. I consider we are fortunate.
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The Practice serves all my family very well and we are all entirely happy with the service it
provides.
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The receptionists are quite exceptional. They are very pleasant and helpful.
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The service that we receive at Hingham Surgery is to a very high standard, very professional and
polite staff always only too happy to help. The GP's within the practice are I believe the best within
our local area.
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The staff are always very welcoming and the waiting areas are clean, bright with interesting toys
and literature. Thank you.
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The wait is always too long.
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The whole of Watton would stampede up here!
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They are very very good all round. We are very lucky to have such a practice.
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This practice is 100% good.
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This surgery ticks all of the boxes and the locum's they have have the same caring attitude to all
patients so one can go away feeling reassured after seeing them.
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Very friendly, courteous and helpful - no complaints at all!
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Very good listener. Always get seen quickly. Pleasant atmosphere, clean, warm. I like the way the
Drs come out of their rooms to call by name rather than use a tannoy.
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Very good.
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We are new to the area (14 months) and I have had excellent care from the start.
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We are very proud of our GP practice and in my opinion there is little to be done to improve it.
Please don't 'tinker' with it unnecessarily. We probably have the best set up in Hingham than
anywhere else in NORFOLK!! I've been with the practice for over 25 yrs, in the days of the
bungalow in Pottles Alley!!
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Would like to be clearer about what happens at weekends or when surgery is closed (in case)
maybe a slip of paper of something.
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Analysis of Patients Comments
Patients’ comments are very positive. Hingham surgery meets all its patients’
expectations.
On care and courtesy patients expressed:
Their high satisfaction: “Overall excellent surgery, fantastic GPs and
extremely helpful receptionists - brilliant service - lucky to have such a
good team.”
Their trust:”I know I'm going to get the advice I need”
Access to service is satisfactory : “Always get seen quickly”
Premises are said to be clean with a pleasant atmosphere:“the waiting
areas are clean, bright with interesting toys and literature”
Some areas of concerns were expressed on:
Out-of-hours service at weekend: “Opening hours are on the whole
convenient but often when ill at weekend a problem.” (One patient)
Opening Hours information: “Would like to be clearer about what
happens at weekends or when surgery is closed.” (One patient)
Early morning phone access: “It’s hard trying to get your children in for
an appointment after school when phoning early in the morning, hardly
any available.” (One patient)
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Appendix 3 – Posters
HINGHAM SURGERY
OPENING HOURS
MONDAY 7.30 am – 6.30 pm
TUESDAY 7.30 am – 6.30 pm
WEDNESDAY 7.30 am – 6.30 pm
THURSDAY 7.30 am – 6.30 pm
FRIDAY 7.30 am – 6.30 pm
Telephones from 8.00 am – 6.30 pm
Telephone: 01953 850237
WHEN THE SURGERY IS CLOSED
PLEASE TELEPHONE
MEDICOM ON 01603 488488
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HINGHAM SURGERY
NEW WEBSITE!!
www.hinghamsurgery.co.uk
Appointment Booking &
Repeat Prescription Ordering
You are now able to book a selection of appointments and order your repeat
prescription using the internet at your leisure, 24 hours a day.
It is especially useful when the practice is closed, telephone lines are busy
or you're simply unable to visit the practice.
To enable you to access these facilities online, please ask at reception for a
registration form.
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