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2014-2015 report

2014/15

Contents

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

9. Design of the Survey10. Distribution of the Survey11. Results of the Survey12. Action Plan13. Progress Made With the Action Plan14. Progress on Previous Years Action Plans15. Confirmation of Practice Opening Times16. Availability of Information17. Report Sign Off

Appendix

  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. Coffee Morning Poster
  7. Coffee Morning Photographs
  8. Thank You Letter - Yorkshire Air Ambulance
  9. Thank You Letter - The Prince of Wales Hospice
  10. Patient Group Questionnaire 2014/15
  11. Results of Survey 2014/15
 

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 fourth 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

By the end of March 2014 we have seen our numbers increase from 13 to 19 members. This number has remained the same as of March 2015. Of these, 8 members attend meetings on a regular basis with 11 virtual members forming part of the group.

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 1445 1347 2792 19%
17 - 24 772 744 1516 10%
25 - 34 959 976 1935 13%
35 - 44 899 813 1712 12%
45 - 54 1129 1073 2202 15%
55 - 64 950 885 1835 12%
65 - 74 756 795 1551 11%
75+ 529 689 1218 8%
  7439 7322 14761 100%

Ethnic Group

White

Mixed

Black or Black British

British - 13576 White & Black Caribbean Caribbean - 5
Irish - 71 White & Black African - 32 African - 42
Any other White - 310 White & Asian Any other Black - 11
  Any other Mixed - 26  

Asian or Asia British

Chinese or Other Ethnic Group

Ethnic category not stated

Indian - 26 Chinese - 35 520
Pakistani - 44 Any other ethnic - 27  
Bangladeshi - 1    
Any other Asian - 35    

3.2 Profile of Patient Reference Group Members

Age
Under 16  
17 - 24 1
25 - 34  
35 - 44 3
45 - 54
55 - 64 7
Over 65

Female

Male

12 7

Medical Conditions

Condition

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 6
Other, including any long-standing illness 12
I do not have a long-standing condition 5

Ethnic Group

White

Mixed

Black or Black British

British - 19 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 -  

As of March 2015 we still have no members in the 25 to 34 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.

Promotion of the group is constantly active with the whole practice population being targeted to join should they wish to do so.

This includes detailed information on the practice website, posters on each of the patient information screens, information folders and display boards in waiting areas of the 3 surgery sites and by word of mouth from both practice staff and existing group members.

Coffee mornings held in the last two years have seen wider advertising of the group in the local newspaper and by displaying posters with local organisations and community centres.

4. Methods of Engagement with Members

There are several ways we engage with our members. This is face to face at meetings and planned coffee mornings, by email and post for the distribution of minutes of meetings and via our website where we include all minutes and the annual group report and action plans.

We have attempted to engage with seldom heard groups through promotion of the group on our friends and family test survey, on our website, by sending out invites to our coffee morning events and by displaying information in each of our 3 surgery sites.

Our Public Health Nurse has made good links with other organisations including the alzeimhers society and arranged a talk about dementia at the Hemsworth library on the 27 November 2014 for both patients and carers.

5. Patient Group Meetings

To date we have held 12 meetings including the open day between the dates of May 2011 and February 2012, 9 meetings between March 2012 and March 2013, 9 meetings between April 2013 and March 2014 and a further 10 meetings between April 2014 and March 2015.

For the purposes of the 2014/15 group report and action plan we have included the minutes of the meetings held between April 2014 and March 2015 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.

6. 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.

7. 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.

Following the success of the open day and the teddies for charity collection during the first year, the LINk visit, our healthy walk and the opening event of the Dr A K Sen Endoscopy Suite in the second year, the involvement of the group with the practice CQC inspection and our first coffee morning fund raising event in the third year, the group has successfully continued with further ideas for involvement and promotion of the group.

At the meeting held on the 13 May 2014, it was suggested that a book table be introduced at each surgery site. This is where patients and staff donate books and also loan/keep books themselves. It was agreed that donations would be requested to the chosen charity, The Prince of Wales Hospice, and appropriate signs designed and displayed promoting both the book table, and donations of books.

The tables have proven extremely popular with both patients and staff of the practice and have also raised significant funds for the hospice as noted later in this report.

Following the success of the previous year’s coffee morning it was suggested at the meeting held on the 15 April 2014 that we would like to host a similar event.

We were conscious though that there was a need to advertise the event to a much wider audience since whilst the first event proved successful in terms of other agencies wishing to be involved and did infact gain us 4 new members, the number of attendees was quite low and therefore we wished to increase this if possible.

As with the previous event, various ideas were brought to the table and lots of enthusiasm and at the meeting held on the 13 May 2014 it was agreed to hold the event on the 1 July 2014.

Further meetings were held and plans were underway to arrange a drop-in type of event.

Contact was made with the following agencies who all agreed to attend the event with display boards and information leaflets as appropriate.

These were Age UK, Westfield Food Bank, Health and Wellbeing Board members, the Job Centre, Yorkshire Air Ambulance and the Expert Patient Programme.

We also repeated our well received, automated de-fib presentation from one of our Nurse Practitioner’s, Michelle Simon.

Posters were designed and displayed throughout the 3 surgery sites and other community buildings as well as on the practice website. A poster advertising the event can be found at appendix 6. The coffee morning was also advertised in the local newspaper.

The members made plans to serve tea and coffee and to also hold a tombola whereby funds could be raised for both The Prince of Wales Hospice and the Yorkshire Air Ambulance. Two PRG member also very kindly baked and iced cakes which were raffled to raise funds for the two chosen charities with other members donating tea, coffee and milk and others donating home baked cakes.

It was agreed that the event be held at Hemsworth Community Centre. Upon hearing of our fundraising efforts and the fact that this was a community event, the centre very kindly allowed the group to use the facilities free of charge of which we were most grateful.

Photographs of the event can be found at appendix 7 which includes the donated PRG Coffee Morning cakes.

Both the planning of the event and the day itself brought group members, practice staff and community groups together in a positive and enthusiastic way inspiring the group to wanting to hold further future events, however, once again the number of attendees was a little disappointing.

Despite this we feel the coffee morning was a success and whilst more attendees would have been beneficial it was felt that positive links were made with key community members that would benefit the group in the future planning of such events.

The group members were very pleased with the fundraising efforts and by continuing with the tombola following the coffee morning and the amounts raised through the book tables, the total amount raised was £389.19 which was donated equally between the Yorkshire Air Ambulance and The Prince of Wales Hospice.

Thank you letters from both charities can be found at appendix 8 and 9.

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.

Other sources of patient feedback that were reviewed throughout the year other than the annual patient survey as noted above and explained in more detail below, is the sharing of any comments and compliments received at any of the 3 surgery sites.

Comments and compliments were reviewed at the meetings held on the 15 April 2014, 13 May 2014, 12 August 2014 and the 9 December 2014 and will continue to be shared with the group on an ongoing basis.

Details of complaints are not directly shared with the group but should a recurring theme be experienced by the practice, this will be shared with the group on a, as and when basis.

8. Local Practice Survey - How Priorities Were Set

At the meetings held on Tuesday 11 November 2014 and Tuesday 9 December 2014, see appendix 4
, the 2014/15 practice survey was discussed by the members of the group.

As noted in the minutes the practice and the group were happy with the results of the previous three years surveys, the second year being a ‘follow-on’ from the first year, asking questions around issues that were raised in that first year and the improvements that have been made by the practice as included in the practice action plan and the third year survey supporting the work of the Productive General Practice programme.

The group were happy that all actions had been addressed from the first three years survey with the responses highlighting much improved satisfaction with the efforts the practice had made with addressing the issues and implementing changes as agreed within the action plan.

It was therefore suggested that we re-use the very first survey distributed by the group since it covered a whole range of areas within the practice.

The group were therefore requested to review the survey.

In view of the practice contractual requirement to allow online access for patients to make appointments it was agreed to add two further questions around this area. These are, ‘Would you like to book some appointments through our website?’ and ‘Do you think online booking would be unfair to patients who do not have internet access?’

The members accepted that the questions reflected priorities for the practice, thereby the group agreed to the use of the survey in its current format with the two additional questions added as noted above.

A copy of the questionnaire can be found at appendix 10.

9. Design of the Survey

As noted above, the survey in its current format as shown at appendix 10 was adopted as the 2014/15 annual survey with the addition of the two questions noted above.

The group was happy that the survey was concise and the questions easy to read so that people would not be put off completing the survey.

The group also favoured the 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.

We agreed that the survey should be paper based since we felt that we could reach a larger number of patients plus it would also be easier for staff and members to hand out to patients.

10. 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 370 completed questionnaires would be needed. In order to obtain this return, a total of 500 questionnaires were ready for distribution by early January 2015.

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.

11. Results of the Survey

Of the 500 questionnaires distributed, 384 were completed, returned and summarised, meeting our target of 370.

The results can be found at appendix 11.

The responses for each question have been given a percentage score which is felt easier to understand as well as the numbers having been noted.

Any comments made have also been summarised and included in appendix 11.

12. Action Plan

The results of the survey were discussed at the meeting held on Tuesday 10 March 2015.

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 10 March 2015 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.

13. Progress Made With the Action Plan

A summary of the progress is as follows:

You Said Action Target Date We Did

Ease of Contacting the Practice by Telephone was Difficult

- the practice to review its current telephone provider contract for all 3 sites.

31 May 2015

Contracts under review with proposal awaiting review by GP partners.

- remind all staff to make non-urgent telephone calls in the afternoon where possible allowing the main telephone lines to remain free in the mornings for patients to call the surgery.

31 March 2015

Practice Manager reminded all staff to make non-urgent telephone calls in the afternoon where possible.

Clinics Often Run Behind Schedule

- remind/brief reception staff on the continuing need to keep patients informed of any clinic running behind schedule.

31 March 2015

Practice Manager reminded reception team of the need to comply with the action.

Confidentiality and the Need for a Private/Quiet Area

- more prominent notices on reception desks requesting that privacy is respected.

31 March 2015

Notices designed and displayed.

- display notices at the reception desk informing patients that a private/quiet area can be made available if requested.

31 March 2015

Notices designed and displayed.

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

31 March 2015

Practice Manager reminded reception team of the need to comply with the action.

14. Progress on Previous Years Action Plan

2011/12

You Said

Action

Target Date

We Did

Car Parking at Hemsworth was difficult - the practice to advertise and appoint a car park attendant/grounds man. 30 April 2012 The advert is drafted and will be placed by week commencing 5 March 2012.

Full time caretaker appointed August 2012.
Contacting the Practice by Telephone was difficult - communicate information for patients via the patient information screens located at the 3 surgery sites and the notice boards, in an attempt to avoid patients telephoning with general enquiries. 31 March 2012 Updating the patient information screens is ongoing.
- the practice to liaise with BT to introduce additional telephone lines with reception staff rotas being reorganised to ensure that all lines are fully manned from 8am. 30 April 2012 The practice is currently in discussions with BT to install the additional lines.

Additional lines installed.
- the practice to consider introducing an additional/separate telephone line for cancellations or a number where a message is left which is regularly checked. 30 April 2012 Practice Manager to discuss with practice the possibility of a separate line or a message leaving service for cancellations.

Text cancellation service now in use.
- the practice to consider an additional/separate telephone line for Choose and Book calls. 31 March 2012 Dedicated line introduced.
Opportunity to Make Comments, Compliments and Complaints - introduce new comments boxes, placed in more prominent positions in all waiting areas of each of the 3 surgery sites. 31 March 2012 New boxes are on order and will be placed in more prominent areas once they arrive.

Boxes now in place.
- clear labelling of boxes, highlighting that complaints should be raised through the practice complaints procedure. 31 March 2012 Labels designed and waiting for boxes to arrive.

Boxes clearly labelled.
Confidentiality and the Need for a Private/Quiet Area - more prominent notices on reception desks requesting that privacy is respected. 31 March 2012 Notices designed and awaiting delivery of perspex display stands.
- redesign the tape barrier at Hemsworth along with a polite notice asking that patients wait for their turn. 31 March 2012 Additional barrier on order, awaiting delivery. Notice designed.
- introduce quiet/private area in the Hemsworth waiting room. 31 March 2012 Practice Manager in discussions with Reception Manager to agree the feasibility of the action.
- display notices at the reception desk informing patients of the area. 31 March 2012  
- brief reception staff on the need to politely request that patients step back from the desk until it is their turn. 31 March 2012 Reception Manager briefed on ensuring that her team of receptionists comply with the action.
- display notice inviting patients to use the self arrival screen. 31 March 2012 Notices designed ready for display.

All above actioned.
Appointment System and Future Appointments Taken - appoint a new Salaried GP. 31 May 2012 Advert placed and awaiting applicants for interview.

GP appointed.
- appoint a new Nurse Practitioner. 31 March 2012 Nurse Practitioner commenced employment as of 19 March 2012.

2012/13

You Said

Action

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.

All displayed.

- 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.

Still awaiting resurfacing and relining.

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.

Text cancellation service now in place.

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.

All displayed.

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.

Action complete.

- 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.

All actioned.

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.

Ongoing.

2013/14

You Said

Action

Target Date

We Did

Accessing Your Appointment was Difficult by Telephone

- to purchase a further two mobile phones in addition to the GP on call mobile phone for clinicians to use when calling patients listed on the emergency helpline list thereby freeing up the main surgery lines.

31 March 2014

Mobile phones purchased.

- request that all staff make non-urgent telephone calls in the afternoon where possible allowing the main telephone lines to remain free in the mornings for patients to call the surgery.

31 March 2014

Practice Manager informed all staff to make non-urgent telephone calls in the afternoon where possible.

Actions complete.

Arriving and Checking In at the Self Arrival Screens was Occasionally Difficult

- to ensure that notices are displayed at all self arrival screens advising patients to request help from the reception team should they need assistance using the screen.

30 April 2014

Notices displayed on all self arrival screens.

- reception staff to monitor the screens and report immediately to the appropriate staff member should the screen not be functioning correctly.
30 April 2014

31 March 2014

Reception Manager briefed on ensuring that her team report faults immediately.

Actions complete.

Information (for example from reception staff, information leaflets, posters, TV screens) was Not Always Forthcoming or Easily Accessible

- brief reception staff on the continuing need to keep patients informed of any clinic running behind schedule.

31 March 2014

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

- to ensure that the patient information leaflets at Kinsley are easily accessible and the chairs placed in a more appropriate position within the waiting room.

31 March 2014

Practice Manager requested that Practice Caretaker ensure that leaflets are accessible.

- repairs to or replacement of the patient information screen at Upton to be put forward as an essential repair as and when practice funds become available.

31 March 2014

Practice Manager raised with GP partners.

Actions complete.

Waiting (for example length of wait, environment, information on wait) – That We Did Not Always Keep You Informed of Clinicians Running Late

- brief reception staff on the continuing need to keep patients informed of any clinic running behind schedule.

 

31 March 2014

 

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

Action complete.

 

Consultation and Next Steps (for example whilst seeing the GP or nurse, information provided following consultation)

- no actions required

   

15. 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 or the 2013/14 survey.

The 2014/15 survey showed this to be 81%, however, to include the ‘fair’ rating response would increase this to 93%.

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 7.30am - 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 7.30am - 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

16. 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 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 www.grangemedicalcentre.co.uk.

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.

17. Report Sign Off

Signed on behalf of practice: A Marwood Date: 23 March 2015
Designation: Practice Manager  
Signed on behalf of PRG: J Butree Date: 23 March 2015
Designation: PRG Chair  
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