Patient Participation Group Annual Report 2012
Practice: Dr Dickie & Partners
Address: 306 Gorton Road, Reddish, Stockport SK5 6RN
Practice Website Details: www.thefamilysurgeryreddish.nhs.uk
Patient Participation Group Type: Virtual
Practice Population: 7,025
Number of Registered Patients Recruited: 637 (9%)
Practice Opening Hours
Monday Tuesday Wednesday Thursday Friday Saturday
08-30 – 18-30 08-30 – 18-30 08-30 – 18-30 08-30 – 18-30 08-30 – 18-30 No Core Hours
Extended Hours One Morning
Early Morning Alternate weeks Alternate weeks Alternate weeks Alternate weeks Alternate weeks Surgery per
Contacting the Practice
Patients are able to contact the practice by the following methods:
Method When Comments
In Person During Core Hours
0161 432 1235 (08.30 - 18.00)
Telephone 08.00 – 18.30
0161 476 2299 (Before 08.30 & after 18.00)
Order prescriptions, Cancel Appointments,
Website 24 hours Amend details etc
Order prescriptions, Cancel Appointments,
Email 24 hours Amend details etc
PPG has been advertised in Practice and through the Practice Newsletter. Patients have been recruited as they attend the
surgery and encouraged to complete sign up details for a Virtual Patient Participation Group.
In addition new patient registrations have also been encouraged to join the PPG.
As patients join the PPG, details have been added to relevant Practice Intranet contact list which will allow practice to distribute
practice designed surveys and collate responses. Views were also sought opportunistically through patients completing the
survey as they attended the practice.
The practice will continue to recruit PPG
Patient Group Composition
Age / Sex Profile
The graph below shows the age/sex distribution
of our PPG recruits compared to our practice
population. We have excluded under 16s from
It can be seen that the Group distribution is
fairly consistent with the Practice Population
with slightly more younger patients and fewer
older patients than would be expected. This
could be reflective of utilisation of “virtual
technologies” across age groups. The practice will be targeting over 65s presenting for flu vaccinations in the forthcoming flu
campaign in an attempt to redress the balance.
Ethnicity data recorded by the practice is incomplete and can not be used for analysis purposes. The practice is located in North
Reddish and therefore as a proxy the practice has obtained the Ethnicity Data recorded in the 2001 Census for the North Reddish
The graph above shows that the Population of the North Reddish Ward is primarily of White Ethnicity (British and Irish) with very
small representations of other ethnic groups. The graph also shows that the Practice’s Patient Participation Group members have
been drawn from each of the ethnic groups and broadly speaking the ethnicity of the Group is representative of the North
The practice does not serve a large number of nursing home patients or a significant number of patients with learning disabilities
or from any other care groups. On this basis, given the large number of patients already recruited to the PPG (6.25%) the
practice believes the Group should be fairly representative of all care groups. The practice intends to test this hypothesis as the
Patient Group becomes more established primarily through survey
Through an initial patient survey the practice then asked the
PRG to identify priority areas for review in the first formal
The graph (right) depicts the response to the question:
“Please could you indicate which areas you would like us to
review. (Please choose as many options as apply)”
We received 151 responses to the survey and 73% of patients chose “availability of appointments” as their priority area.
A practice specific survey was devised and then distributed to Patient Reference Group members and patients who
attended the surgery for an appointment.
We received 310 responses to the survey, the results of which are depicted in the graphs below. The results of the
survey were also published on our website and included within our patient newsletter which was made available to
patients attending the practice.
Q1 Did you know that Acute Appointments are only bookable Q2 If you need an acute appointment, can you normally get
on a "next available GP" basis? seen on the same day?
Q3 The last time you needed an acute (any doctor) Q4 How do you rate our practice in relation to acute appointments?
appointment. How soon were you offered an appointment?
Q5 How important is it to you to be able to book routine Q6 How important is it for you to book a routine appointment with
appointments ahead of time at our practice? your usual doctor?
Q7 Who would you say is your usual GP? Q8 When you try to book a routine appointment with your usual
doctor how quickly do you usually get seen?
Q9 How do you rate this? Q10 Should the practice have a policy to deal with patients who
regularly fail to attend appointments?
Q11 Do you believe the Practice's Non-Attendance Policy is Q12 How many appointments should a patient be allowed to miss n
reasonable? 12 mths before they are removed from the practice list?
Following the survey the practice proposed the following actions:
1. To fully implement the Repeat Non Attendance Policy and to review the impact of this policy
2. To undertake a follow up appointments availability survey in October 2012.
3. To undertake a month by month analysis of:
a. the number appointments missed from April 2012 – September 2012
b. the number patients removed since the policy was introduced of patients removed under this policy
4. Review with a prior year comparison of number of appointments missed and share with PRG participants
5. Undertake a trial of sending Text Appointment Reminders to patients.
6. Order New Appointment Reminder Cards detailing the Practice’s Web Site details and encouraging patients to
cancel appointments online if the are unable to attend.
7. To redecorate the waiting room
To communicate our proposals the practice sent the Appointments Survey Summary newssheet (attached as Appendix 1)
to all Patient Reference Group Members and made the summary available to patients attending the practice.
The practice then sought approval of its action plan from its Patient Reference Group by way of a further brief survey to
which we received 210 responses as detailed below:
Q1: Do you agree the summary is a fair report of the Survey Q2: Do you agree that the Practice should review the
Results? implementation of the Failure to Attend Policy in 6 months?
Q3: Do you think the practice should trial sending text appointment Q4: What do you think about the length of the Survey Summary?
reminders to mobile telephones?
Q5: What did you think of the content of the report? Q6: The practice has announced its intention to redecorate many
parts of the surgery. Do you think the waiting room should be
included in these plans?
Actions taken to date
1. Patient Non-Attendance Policy Implemented
2. Text Alert Trial anticipated commencement date May 2012
3. Quotation received for Practice redecoration – work to commence within 6 weeks.
Next Survey Area
Our Initial Patient Survey asked patients which other areas should be subjected to a Patient Survey. The graph below shows that
“Contacting the Practice” should be our next Survey Area and it was agreed that the practice would develop a questionnaire in
Dr Dickie & Partners
The Family Surgery Appointments Survey Summary
Many thanks to those patients who took the time to respond to our Appointments Survey.
We are very pleased to report that we received over 300 responses, the full results of which are
available for viewing on the internet by following this link
From calling to attending an
appointment everything runs
really smoothly - never wait
more than 15 mins in waiting In our section concerning acute appointments 69% of Patient Reference Group (PRG)
room. Thank you everyone -
a well-run practice. participants indicated that they could normally be seen on the day they requested the
appointment (15% did not know or had never tried) and 73% rated this as good or better.
Looking at routine appointments 93% of participants expressed the view that it was important for them to be able to
book appointments in advance and 63% said it was important that they could book an appointment with their usual
doctor. Although the practice encourages patients to see any GP only 29% of patients said they are happy to see any
doctor for a routine appointment.
To ensure the responses related to each GP, we asked patients who they considered to be their
Brilliant staff who always
usual doctor. After making an allowance for our newer GPs, the responses received were in have time to listen
direct proportion to the amount of time worked at the practice by each GP.
We can therefore be assured that the subsequent responses relating to a patient’s ability to book an
appointment with their usual doctor are a reasonable assessment of all doctors at our practice.
In this respect when booking a routine appointment with their usual doctors 54% of
Are there any plans for
patients to be able to book
participants said it took 5 days or more to be seen with 38% saying this was good or
appointments on-line? better and 44% expressing the opposite view (the remainder did not reply or had no
Overall it would appear that patients are content with their ability to be seen quickly with an acute problem but
less happy with their ability to book an appointment in advance with their usual doctor.
Conscious of the impact that 2,000 missed appointments per annum has on this issue our patient survey also asked
patients to review and if appropriate endorse a practice Repeat – Non – Attendance policy.
In this respect 96% of participants stated that the practice should have
It upsets me to think appointments are missed;
a policy to deal with patients who regularly fail to attend
it takes 2mins to phone Sometimes the line is
appointments. 94% of responses agreed that the suggested policy
very busy - maybe if there was another number
it would make it easier to cancel?
was reasonable and 83% of responses indicated that patients
should be allowed to miss no more than 3 appointments (in a 12 month
period) before their continued inclusion on the practice list was reviewed by the
doctors. The DNA policy depends on
In response to a number of your comments we would like to reassure participants that
before any patient is removed from the practice list their Medical History is fully considered and any
mitigating circumstances are taken into account at a meeting of the Practice Doctors.
In conclusion our Patient Reference Group has given their overwhelming support for the Repeat Non Attendance
Policy which has now been fully implemented by the practice.
To assess the impact this policy has on the availability of appointments the practice is suggesting that it:
1. Undertakes a follow up appointments availability survey in October 2012.
2. Undertakes a month by month analysis of:
the number appointments missed from April 2012 – Appointments that are missed means
September 2012 that the patients who really need to be
the number patients removed since the policy was seen are unable to access
appointments. We all pay the price for
introduced of patients removed under this policy patients who do not attend
3. Shares the analysis with a prior year comparison of number
of appointments missed with PRG participants.
The free text answer box within the survey produced a variety of responses some of which have been included in
this report. A number of them related to your ability to contact the practice. This was the second most popular
survey topic in our first PPG survey and we are therefore proposing to conduct a full survey on this topic before the
summer. Other comments suggested sending text appointment reminders to mobile phones and with your support
we are considering trialling this technology.
The waiting room is
very tired, a TV would A number of you also commented on the condition of our waiting room and we are
delighted to advise that we will be redecorating much of the practice across the next 12
Once again many thanks for participating in our survey, I do hope you will take the time to complete the small
number of questions indicating whether you approve the action proposed by the practice.