The Oliver Street Surgery Dr W J Lockley, Dr S Haque and Dr Janet Bietzk

www.oliverstreetsurgery.co.ukLocal Patient Participation Report

This report summarises development and outcomes of the Oliver Street Surgery’s Patient Reference Group (PRG) in 2011/12.

It contains:

1. Profile of the practice population and PRG

2. The process used to recruit to our PRG

3. The Priorities for the survey and how they were agreed them.

4. The method and results of the Patient Survey

5. The Action Plan that was agreed and how it was agreed

6. The progress made with the action plan

7. Confirmation of our opening times

1. Profile of the practice population and PRG

Practice Population compared to PRG Population - Summary Practice population profile

PRG profile Difference

Age% under 16 21% % under 16 6% -15%

% 17 – 24 5% % 17 – 24 6% +1%

% 25 – 34 12% % 25 – 34 18% +6%

% 35 – 44 16% % 35 – 44 24% +8%

% 45 – 54 17% % 45 – 54 18% +1%

% 55 – 64 14% % 55 – 64 6% -8%

% 65 – 74 8% % 65 – 74 18% +10%

% 75 – 84 4% % 75 – 84 6% +2%

% Over 84 2% % Over 84 0% -2%

Ethnicity

White White

% British Group 95% % British Group 100% +5%

% Irish 1.0% % Irish -1%

Mixed Mixed

% White & Black Caribbean 0.3%

% White & Black Caribbean

-0.3%

% White & Black African 0.1%

% White & Black African -0.1%

% White & Asian 0.3% % White & Asian -0.3%

Asian or Asian British Asian or Asian British

% Indian 0.5% % Indian -0.5%

% Pakistani 0.1% % Pakistani -0.1%

% Bangladeshi 0% % Bangladeshi 0%

Black or Black British Black or Black British

% Caribbean 0.2% % Caribbean -0.2%

% African 0.1% % African -0.1%

Chinese or other ethnic Group

Chinese or other ethnic Group

% Chinese 0.3% % Chinese -0.3%

& Any other 0.2% & Any other -0.2%

Gender

% Male 54% % Male 41% -13%

% Female 46% % Female 59% +13%

2. The process used to recruit to our Virtual PRG

In order to recruit to our PRG we:

Put up Posters in Practice (see attached)

Distributed flyers in the waiting room (see attached)

Created a Facebook page

Advertised on our JX board for this age group to be involved.

Mailed one third of our under 24 patients (see attached)

3. The Priorities for the survey and how they were agreed them.

In order to determine the priorities for the survey we:

Asked PRG at a specially convened meeting (see attached)

Emailed PRG / Virtual PRG

4. The method and results of the Patient Survey

Once we had established the priorities we developed the questions using:

An email forum for the virtual PPG

We carried out the survey by using:

A paper survey which was distributed in the waiting room.

A copy of the survey was emailed to the virtual PRG. We carried out the survey between 1 – 30 November 2011

Survey Results

The findings of the survey are here;

5. The Action Plan that was agreed and how it was agreed

In order to develop the action plan the practice met with The PRG to discuss on these on 14 December 2011

In order to get comments from the PRG on the draft Action Plan we

Emailed the group

Met with the group on 14 December 2011

We agreed the action plan with the group on the evening of the meeting

The action plan is here

The main actions were:

Practice to review the number of appointments it embargoes to ensure that there are sufficient to provide an improved "on the day" service whilst maintaining availability of future appointments

Recruit an additional GP partner to increase the number of available appointments

Subject to financial constraints, consider using a phlebotomy service to increase number of available nurse appointments

Improve the promotion of our opening hours in the surgery, practice leaflet and website.

Begin to advertise the out of hours provision made locally including local walk in centres and NHS Direct

Review our Repeat Prescribing policy, balancing the need for patient safety with that of convenience

Once our policy has been confirmed, ensure through internal advertising that our patients are aware of our approach

The areas where we could not achieve what the PRG wanted were:

None

The areas where there were significant changes to our services were

None

6. The progress made with the action plan

The summary of the progress as of 31 March 2012 is to follow:

7. Confirmation of our opening times

As a result of the survey we have not changed out opening times.

You can call the surgery any time between 9.00am and 6.00pm, Monday to Friday

The surgery reception is open between 9.00am and 6.00pm, Monday to Friday and we do not close for lunch

Surgery times are as follows

Doctors’ Surgery Times – Ampthill

Monday 9.00 – 12.00 4.00 – 6.00Tuesday 9.00 – 12.00 4.00 – 6.00Wednesday 9.00 – 12.00 4.00 – 6.00Thursday 9.00 – 12.00 2.30 – 5.00Friday 9.00 – 12.00 4.00 – 6.00

Wilstead

Tuesday 9.00 – 12.00 (Dr Haque) 9.00 – 10.30 (Nurse Dengel)

Friday       4.00 – 6.00 (Dr Haque)

We are open late one evening per week until 8.00pm on alternate Mondays and Tuesdays.

Outside office hours, emergency calls are handled by a deputising service provided by the Bedfordshire NHS Primary Care Trust. You will be given contact details when you ring 01525 631395.

Oliver Street patients can access a Weekend Out of Hours service at Flitwick Clinic. Please call 0333 200 4072. Appointments are 12.00pm and 2.00pm on Saturday or Sunday.

NHS Patients can access advice and treatment for a wide range of minor injuries and illnesses at Putnoe Medical Centre, Queens Drive, Bedford, tel 01234 292969.Opening times are 8am-6pm 365 days a year.

The telephone number for NHS Direct is 0845 464747.Web site www.nhsdirest.nhs.uk