Stage one: Validate that Bedfont Practice - Patient group is representative
Practice population profile - Please provide information on the practice profile:
List size of 4900patients
Predominantly Elderly, unemployed, Non English speaking population and
Europeans. Also attached to look after the care of 2 x nursing home patients & 1 x
PRG profile - Please demonstrate how the practice has ensured that the PRG is
representative by providing information on the PRG profile
Male – teacher - middle aged
Female - Local resident – Retired – on lots of committees – English
Female – working class / civil servant – unable to attend but contact via email –
Male – Retired from public sector – numerous medical needs – has a lot to offer the
group with experience of customer service in public sector
Differences between the practice population and members of the PRG - Please
describe variations between the group and what efforts the practice has made to
reach any groups not represented.
We advertised in the Practice by use of our Jayex board, leaflets and Practice Website
and also put a note on prescriptions to invite expressions of interests from all patients
who are registered in the practice.
We also wrote to 8 patients who were suggested by staff and clinicians – who may be
able to give useful input to the group due to their background, ethnic origin, gender
We struggled to get a good expression of interest to start the group but after the first
meeting we got a couple more expressions of interest.
Stage two: Validate the survey and action plan through the Patient Participation
Survey - Please describe how the priorities were set:
The group put together lots of ideas of their own experiences of the practice services,
areas for improvements and looked wider at what the local area was lacking and how
we could make a difference to the present level of services.
Over two meetings & email dialogues – priorities were agreed and questions were
agreed for a survey to be done to get a wider patient view.
We agreed that the survey should be short and brief in order to get a bigger response
rate – so patients were not having to take too long to complete the survey.
Please describe how the questions were drawn up:
After discussions at meetings – it was agreed that Appointments, Opening Hours and
the lack of other local emergency provider services OUT OF HOURS or patient
understanding of local providers was key to our future planning and actions.
Please describe how the survey was conducted?
Surveys were carried out over two weeks of attenders into the Practice
What were the survey results?
Of the 53 completed surveys: Results were as follows:
Are you satisfied with the appointments system
No of Patients said YES: 37
No of Patients said NO: 16
Are you satisfied with our Extended Hours opening hours on the above mentioned
day and times?
No of Patients said YES: 46
No of Patients said NO: 7
A & E / Urgent Care Centre / Walk In Centre: Do you know what all of these services are
No of Patients said YES: 35
No of Patients said NO: 7 (11 x not answered)
Would you find it helpful to have some further information
No of Patients said YES: 32
No of Patients said NO: 17 (4 x not answered)
Action plan - How did you did you agree the action plan with the PRG?
Mainly via Email and telephone consultation
What did you disagree about?
All were in agreement
Are there any contractual considerations to the agreed actions?
Possibly to look at improvements in premises. To work with the local Trust on
improved and larger premises.
Please include a copy of the agreed action plan:
All Agreed that appointments are adequate but we need to look at how the
appointments are allocated to patient. Give clear directives to patients on how to
make appointments. This can be in the form of leaflets, communication via the
website or basic education at Reception by Staff.
Also a mention in the comments on waiting times when coming to see the doctor – the
practice will look at each GP’s waiting times.
And a wait for routine appointments to see GP of their choice – this will be assessed
when looking at appointment allocation.
Also a suggestion on online appointments access – this is possible to put into place.
The vast majority of the patients remained satisfied with our extended hours. It was
agreed to look at additional evening openings as some of the comments were for more
evening openings – the practice will look at changing its extended hours to
accommodate more evening appointments on different days.
OUT OF HOURS ACCESS TO SERVICES FOR EMERGENCIES:
Vast majority of patients did feel they knew the differences and when to approach A
& E, Urgent Care Centre and Local Walk In Centres.
But the feedback of the surveys comments also showed that patients wanted more
information on these services. It was agreed that more information about these
services will be provided in our Practice Leaflet, advertised in House and on our
Patients commented that they were very happy with the service from staff and
But they felt they needed more areas of privacy when talking to reception – therefore
wanted better improved premises.
Also comments on not enough time with the Doctor or privacy to see the GP – The
practice has been addressing Premises issues with the local Trust but as yet there is no
plans to improve the premises.
Local patient participation report - Please describe how the report was
advertised and circulated:
By our Practice Website and Patient Newsletter
Please include a copy of the report and link to your practice website:
Above is a summary of the full report and our Website address is
Opening times - Please include opening hours and out of hours arrangements
Monday – 8am to 6.30pm
Tuesdays – 8am to 6.30pm
Wednesdays – 8am to 6.30pm
Thursdays – 8am to 9pm (Extended Hours are from 6.30pm to 9pm)
Fridays – 8am to 6.30pm
Saturday – CLOSED
SUNDAY - CLOSED
EMERGENCIES OUT OF HOURS:
If you need to consult a doctor after the surgery has closed, or in an emergency,
telephone the practice as usual and follow the answer phone instructions. You will be
given the number for Harmoni Out Of Hours on 0300 130 3019. Alternatively, you
can call NHS Direct on 0845 4647. Your details will then be taken and passed to a
specially trained nurse who will decide whether to give advice over the telephone, or
arrange for you to see a doctor, usually either at the Primary Care Centre based at
your nearest hospital, or at home. This service is available at all times out of surgery
hours. NHS Direct is also available during the day for medical advice or you
can visit the website on www.nhsdirect.nhs.uk.