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2012 - 2013 report

  1. Introduction
  2. Promotion of the Group
  3. Current Patient Members
  4. Patient Group Meetings
  5. Terms of Reference
  6. Work Carried Out by the Group to Date
  7. Local Practice Survey – How Priorities Were Set

8.   Design of the Survey
9.   Distribution of the Survey
10.  Results of the Survey
11.  Action Plan
12.  Progress Made With the Action Plan
13.  Confirmation of Practice Opening Times
14.  Availability of Information

  1. Poster Advertising the Group
  2. Flyer Advertising the Group
  3. Group Poster for Display Boards
  4. Minutes of Meetings
  5. Terms of Reference
  6. Healthy Walk Poster
  7. Patient Group Questionnaire 2012/13
  8. Results of Survey 2012/13

1. Introduction

During April 2011, the practice put plans in place to set up a patient group. The intention was that the patients would work with the practice to offer a patient perspective on the services that we provide.

The patient group would also help to improve communication, to encourage patients to take more responsibility for their health and to provide practical support and help to implement change.

After a shaky start the group gathered momentum following an open day that was held in October 2011. This was an eye opening experience for all group members. It gave a new perspective on the staff team and information on diverse services on offer. This brought momentum to the group in the first year, as they realised that they could actually make a difference by being a link between patients’ staff and community.

The group has now entered its second year of existence and has continued to strengthen and play an active part in the development of the practice.

The group members have shown wonderful support to the staff and patients, focusing on improvements and supporting developments that have benefited all patients across all 3 surgery sites.

This report details these improvements and demonstrates a commitment from all involved, that has developed a group that the practice is proud to call, The Grange, Greenview and Kinsley Medical Centres, Patient Reference Group.

2. Promotion of the Group

With the help and support of NHS Wakefield District Primary Care Trust back in 2011, posters and flyers were designed promoting the existence of the group and encouraging patients to join.

We continue to display these posters and flyers and welcome any new members who wish to join the group.

We have continued with our dedicated notice boards that are set up in all waiting areas of the 3 surgery sites, which not only advertises the group but also displays posters that notifies of the day, time and venue of the next meeting.

Please see appendix 12 and 3 for an example of the posters and flyers designed.

We continue to update our information folders, which includes copies of the minutes of the meetings held to date along with information on how to join the group and dates of future meetings. A folder can be found in each of the waiting areas.

We also periodically brief all staff as to the promotion of the group and continue to ask them to consider any patients that they feel would wish to join the group.

3. Current Patient Members

To date we have 13 members, 8 of which attend meetings on a regular basis and 5 virtual members.

The profile of the group compared with our overall practice profile can be found below.

3.1 Practice Profile
Age Range Male Female Total %
0 -16 1340 1251 2591 19%
17 - 24 809 774 1583 11%
25 - 34 924 930 1854 12%
35 - 44 1050 868 1918 13%
45 - 54 1146 1058 2204 15%
55 - 64 914 890 1804 12%
65 - 74 505 760 1265 10%
75+ 505 685 1190 8%
  7193 7216 14409 100%
Ethnic Group
White Mixed Black or Black British
British - 8622 White & Black Caribbean - 5 Caribbean - 4
Irish - 59 White & Black African - 13 African - 31
Any other White - 245 White & Asian - 10 Any other Black - 3
  Any other Mixed - 12  
Asian or Asia British Chinese or Other Ethnic Group Ethnic category not stated
Indian - 14 Chinese - 26 5331
Pakistani - 3 Any other ethnic - 23  
Bangladeshi - 2    
Any other Asian - 6    
3.2 Profile of Patient Reference Group Members
Under 16  
17 - 24 1
25 - 34  
35 - 44 3
45 - 54  
55 - 64 5
Over 65 4
Male Female
9 4
Medical Conditions
Deafness or severe hearing impairment 2
Blindness or severe visual impairment 1
A condition that substantially limits one or more basic physical activities, such as walking, climbing stairs, lifting or carrying 5
A learning difficulty 1
A long-standing psychological or emotional condition 5
Other, including any long-standing illness 9
I do not have a long-standing condition 2
Ethnic Group
White Mixed Black or Black British
British - 13 White & Black Caribbean - Caribbean
Irish - White & Black African - African -
Any other White - White & Asian - Any other Black -
  Any other Mixed -  
Asian or Asia British Chinese or Other Ethnic Group
Indian - Chinese -
Pakistani - Any other ethnic -
Bangladeshi -  
Any other Asian -  

To date we have no members in the 25 to 54 age range or any under 16. The feeling in the group is that efforts should be made to attempt to attract further members of this age range, in order to be representative of this area of the practice population.

We do feel however, that we have good representation for patients with conditions as shown above, including learning difficulties, deafness and hard of hearing and severe visual impairment.

4. Patient Group Meetings

To date we have held 12 meetings including the open day between the dates of May 2011 and February 2012, and a further 9 between March 2012 and March 2013.

For the purposes of the 2012/13 group report and action plan we have included the minutes of the meetings held between March 2012 and March 2013 at appendix 4.

Copies of notes of meetings are sent by post to the virtual members with a note attached, requesting any comments on the notes and/or any pieces of work that the group are carrying out.

5. Terms of Reference

At a meeting held on Tuesday 1 November 2011, a copy of a draft recommended terms of reference was distributed to members for perusal.

At the meeting held on Tuesday 10 January 2012, a draft proposed terms of reference devised by one of the members, Pam Walker, was distributed for comments.

These draft terms of reference were approved and adopted at the meeting held on the 13 March 2012 and can be found at appendix 5.

6. Work Carried Out by the Group to Date

From the early stages it was clear that individual members were happy to share their knowledge and understanding of their own particular health needs to enhance patient experience. This has continued throughout the last year and has proven invaluable to help gain the patient’s perspective on services that we provide.

The draft terms of reference were approved and adopted as noted above and the group Chair and Secretary were appointed as noted at the meetings held on the 6 December 2011 and 10 January 2012.

Following the success of the open day and the teddies for charity collection during the first year, the group continued with further ideas for involvement and promotion of the group.

Members were invited to attend a visit to the practice on the 14 March 2012, by Wakefield Local Involvement Network (LINk), which is an independent statutory body, which gives powers to the district’s residents to influence the planning, Commissioning and delivery of all local NHS and adult social care services and monitor their quality and effectiveness.

The practice was one of 12 to be visited by LINk between June 2011 and March 2012, where a number of questions were asked under the following seven areas:

Well person checks
Test Results
Access Issues
Patient Panels
CRB Checks

Angie Deakin proudly represented the group along with practice staff members for what was felt to be a successful visit.

The findings and recommendations of all 12 visits are included in the LINk report, ‘What Makes a Good Practice? and is available electronically at

A healthy walk was discussed at the meeting held on Tuesday 1 November 2011, which would involve members and other interested patients meeting at say Pugneys in Wakefield and taking a stroll around the lake. It was suggested that this be advertised within the practice and that the clinicians promote the idea to patients they feel would benefit from this kind of activity. It was thought that a date after Christmas would be ideal whereby people may be more motivated following the Christmas activities.

Unfortunately due to the cold and wet weather the walk was postponed and a date was finally set for Friday 27 April 2012, for a stroll around Hemsworth Water Park.

A poster advertising our healthy walk can be found at appendix 6 which was displayed at all 3 surgery sites.

Clinicians were also asked to promote the walk to anyone they felt may be interested.

This was an ideal opportunity for members to interact outside of a formal meeting and with refreshments available at the café, an enjoyable time was had by all who took part.

September 2012 finally saw the completion of the Endoscopy Unit at the Hemsworth site. The group had constantly been updated on the progress of the new building and the practice was pleased to confirm its completion and the approval given from the PCT’s Infection Prevention and Control team from an infection prevention perspective.

It was at the meeting held on the 13 March 2012, see appendix 4, that the group members put forward to the practice, the suggestion that the new unit be named after the late Dr Sen, who was senior partner at the practice for many years, and whom many members remember from their childhood.

The idea was embraced by the practice and it was noted in the minutes of the meeting held on the 11 September 2012, please see appendix 4, that the group were pleased that their suggestion had been approved and welcomed.

The practice held an official opening day of the endoscopy unit on the 29 September 2012 of which all group members were officially invited to.

It was a successful afternoon, with John Tricket, MP officially opening the unit and revealing the official Dr A K Sen Endoscopy Suite plaque which now proudly greets you as you enter the unit.

The guests also included the architect on the project, a representative from the building contractors along with GP’s and staff from the practice.

It was a most enjoyable afternoon where group members, practice staff and invited guests shared a common interest and showed overwhelming support for the practice and its new venture.

A walking or running event was discussed at the meeting held on the 15 January 2013, please see appendix 4. The practice felt that this could be put forward as both a fund raising event for charity and a team building event for staff and group members. It may even be that neighbouring surgeries are invited to join in the event particularly as we move towards locality working within the forthcoming clinical Commissioning groups.

It was suggested that those who could not walk or run could take up the all important tasks of marshalling or helping with the organising and promoting of the event.

A summer event was also discussed, whereby together we could raise awareness regarding the services that we have on offer along with promoting health awareness in line with any local and national campaigns, for example, no smoking day. It was suggested that these could be organised at all 3 surgery sites.

It was agreed that the above 2 suggestions would be put on the agenda of future meetings.

The recent patient survey has once again involved members in face to face meetings with diverse groups of people in the surgery. The verbal information gained by this contact has proved useful for the group and the patients appear to appreciate this personal engagement.

Individual members have continued to attend the local PRG network meetings reporting their experience back to the group.

7. Local Practice Survey - How Priorities Were Set

At the meeting held on 11 September 2012 and 23 October 2012, see appendix 4, the 2012/13 practice survey was discussed by the members of the group.

It was suggested that this year’s survey should be a ‘follow-on’ from the previous years, asking questions around issues that were raised last year and the improvements that have been made by the practice as included in the practice action plan.

This would hopefully then highlight whether or not patients feel that improvements have been made across each of the three surgery sites.

The priority areas as taken from the 2011/12 action plan are as follows: the car park at the Hemsworth site, contacting the practice by telephone, the opportunity to make comments and compliments, confidentiality and the need for a quiet and private area, and the appointment system and future appointments been taken.

It was agreed to proceed with the survey on this basis and questions were devised around the above priorities.

8. Design of the Survey

Questions were agreed by the members based on the above priority areas.

We agreed that the survey should be paper based. It was agreed that it was important to keep it as concise as possible where the questions are easy to read so that people would not be put off completing the survey.

It was decided that all the questions should be given a rating system from poor, through to average, good, very good and excellent.

We also decided to include a section that asked for any other comments. The group felt that this was a good means of obtaining qualitative data and encouraging patients to highlight issues that were important to them.

A copy of the questionnaire can be found at appendix 7.

9. Distribution of the Survey

In accordance with the minimum requirement of 25 completed questionnaires per 1000 contractor registered population, it was calculated that a total of 360 completed questionnaires would be needed. In order to obtain this return, a total of 500 questionnaires were ready for distribution by the week commencing 7 January 2013.

There was good member support with some people taking surveys to community members and other groups. Some members attended each of the 3 surgery sites to help and encourage people to complete the survey and make comments and suggestions. It was also a means of reaching unrepresented groups for example young people and parents of young children. It was also stressed that we were interested in their comments as a way to help formulate priorities for the group.

10. Results of the Survey

Of the 500 questionnaires distributed, 378 were completed, returned and summarised, meeting our target of 360.

Practice staff and members summarised the surveys, the results of which can be found at appendix 8.

The main questions under the rating system have been given a percentage score which is felt easier to understand as well as the numbers having been noted.

Any comments made have been summarised and included in appendix 8.

11. Action Plan

The results of the survey were discussed at the meeting held on Tuesday 5 March 2013.

The notes of the meeting which can be found at appendix 4 are quite extensive, since they detail our observations of the results along with our agreed actions.

The group looked at the results and prioritised what most patients found to be important and if or how problems could be addressed.

A summary of the agreed areas of concern and the action plan with target dates is detailed within the notes of the meeting of the 5 March 2013 at appendix 4

All actions were agreed through discussion by the members and the practice representatives, with the feeling that all were achievable given realistic time scales.

12. Progress Made With the Action Plan

A summary of the progress is as follows:

You Said


Target Date

We Did

Car Parking at Hemsworth was difficult

- to include on patient display screens information notifying patients that car parking at Hemsworth can on occasions be extremely busy, therefore we kindly ask that car park only be used if necessary, in order to avoid congestion and to allow ambulance access when required.

30 April 2013

Notices designed ready for display.

- Hemsworth car park to be resurfaced and appropriate designated spaces to be made available once again for disabled drivers displaying an appropriate blue badge.

30 September 2013

Practice currently obtaining quotes for resurfacing of car park and relining car parking spaces.

Contacting the Practice by Telephone

- the practice to consider a month’s trial of a text only appointment cancellation servic

30 June 2013

Practice Manager to discuss with the practice the possibility of a text only appointment cancellation service.

Opportunity to Make Comments, Compliments and Complaints

- nominate a staff member (Kate Lamb, Assistant Practice Manager) to empty the comments and compliments boxes on a regular basis, summarise the slips and share the findings at both a practice meeting and the patient reference group meeting.


31 March 2013

Staff member nominated.

- improvements will be made where possible and feedback will be given to patients by displaying, ‘You Said, We Did’, posters in the waiting areas of each surgery site.

30 April 2013

Posters to be designed and displayed as appropriate.

Confidentiality and the Need for a Private/Quiet Area



- brief reception staff on the continuing need to politely request that patients step back from the desk until it is their turn.

31 March 2013

Reception Manager briefed on ensuring that her team of receptionists comply with the action.

- a standard script to be introduced for all reception staff to follow that allows the staff member to ask the patient what the problem is when they are making an appointment, but also to explain why it is helpful to ask. The script will include an explanation advising that it is helpful in order to make sure that an appointment is offered with the most appropriate health professional. We will also emphasise that the patient may decline to offer further information should they wish to do so.

30 April 2013

Practice Manager in discussions with Reception Manager to agree the content of the script.

- reception staff upon answering the telephone should give their name, for example, ‘Helen speaking, how may I help?’.

31 March 2013

Practice Manager in discussions with Reception Manager to agree the feasibility of the action.

- availability of confidentiality leaflets to be included on patient display screens across all 3 surgery sites.

30 April 2013

Notices designed ready for display.

Appointment System and Future Appointments Taken

- to review the practice appointment system under the clinical commission group supported project, the Productive General Practice Programme, in an attempt to make improvements that would benefit all patients across all surgery sites.

30 September 2013

Practice Manager awaiting further information from the Wakefield Clinical Commissioning Group.

13. Confirmation of Practice Opening Times

The 2011/12 survey showed that the level of satisfaction with the opening hours was pleasing, in that 86% marked good and above. It was therefore not felt necessary to re-survey this particular area in the 2012/13 survey.

For information however, the surgery opening times and consultation times for each of the 3 surgery sites is shown below.

Opening Times

Reception is manned during the following times and telephone access is available between the core hours of 8am and 6.30pm.

The Grange Medical Centre, Highfield Road, Hemsworth
Monday 7.30am - 8.00pm
Tuesday 7.30am - 7.00pm
Wednesday 8.00am - 8.00pm
Thursday 7.30am - 7.00pm
Friday 7.30am - 7.00pm
Kinsley Medical Centre, Wakefield Road, Kinsley
Monday, Wednesday and Friday 8.00am - 6.00pm
Tuesday 8.00am - 8.00pm
Thursday 8.00am – 5.00pm
Greenview Medical Centre, Waggon Lane, Upton
Monday, Tuesday, Wednesday and Friday 8.00am - 6.30pm
Thursday 8.00am - 8.00pm
Consultation Times

The information below shows the times at which individual healthcare professionals are accessible to our registered patients. The times also include our contracted hours under the extended hour’s access scheme.

The Grange Medical Centre, Hemsworth
  Morning Afternoon Evening
Monday 8.00am - 12.30pm 2.30 - 4.30pm 4.30 - 8.00pm
Tuesday 8.00am - 12.30pm 2.30 - 4.30pm 4.30 - 6.30pm
Wednesday 7.30am - 12.30pm 2.30 - 4.30pm 4.30 - 8.00pm
Thursday 7.30am - 12.30pm 2.30 - 4.30pm 4.30 - 6.30pm
Friday 7.30am - 12.30pm 2.30 - 4.30pm 4.30 - 6.30pm
Kinsley Medical Centre, Wakefield Road, Kinsley
  Morning Evening
Monday, Wednesday and Friday 8.30am - 12.30pm 3.00 - 6.00pm
Tuesday 9.00am - 12.30pm 3.00 - 8.00pm
Thursday 9.00am - 11.30am 3.00 – 5.00pm

Morning surgery may change depending on duty doctor.

Greenview Medical Centre, Waggon Lane, Upton
  Morning Evening
Monday and Wednesday 9.00am – 12 noon 4.00 - 6.00pm
Tuesday 9.00am – 12 noon 4.00 - 6.00pm
Thursday 9.00am – 12 noon 4.00 - 8.00pm
Friday 9.00am – 12 noon 4.00 - 6.00pm

14. Availability of Information

This report which is inclusive of the results of the survey and the agreed action plan and progress against the plan, will be available to all clinicians and practice staff and will be presented and discussed at a future practice Clinical Governance meeting.

A copy will also be shared with the members of the patient reference group.

Copies will be filed in each of the 4 patient reference group, report and action plan folders that are located in each of the waiting areas at each of the 3 surgery sites, for any interested patients or visitors to peruse.

The report will also be published on the practice website, the address of which is

Notices will be displayed in each of the waiting areas stating that the report is available upon request and that it can be viewed on the practice website, address as noted above or can be found in the patient group folders.

The report and action plan will also be available to the Care Quality Commission at the time of future practice inspections.

The practice will upon completion of each of the targets, design and display a You Said, We Did poster to inform patients of our progress to date.

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