Quakers Lane Surgery
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Contact Details
Tel: 01748 850440

Patient Participation Group / Survey Results

The Patient Participation Group - Minutes of Meetings

Download PPG Minutes - 10.10.17

Download PPG Minutes - 20.9.17

Download PPG Minutes - 14.6.17

Download PPG Minutes - 22.3.17

Download PPG Minutes - 19.10.16

Download PPG Minutes - 29.6.16

Download PPG Minutes - 19.11.15

 

The Patient Participation Group

The following information was taken into consideration when selecting the Group:
• Age
• Sex
• Ethnic Origin

We selected one male and one female patient out of each age group. Within the group we identified:
• A carer
• A student
• A patient living outside of Richmond
• A youth worker

We believe that the group of patients selected, formed a cross section of the practice population which is as representative as possible.

Downloadable Reports

Download PPG Action Plan - Sep 2017

Download PPG Action Plan - Jun 2017

Download PPG Action Plan 2016/17

Download PPG Action Plan 2015

 

Patient Reference Group Survey Reports

Download Survey Report - Summer 2016

Download Survey Report - 2013/2014

Download Survey Report - Aug/Sep 2012

 

The PRG Group 2013/14

A
Our current group consists of:
A student
A patient living outside of Richmond

The remainder of the group are predominantly retired professionals
5 Females and 3 Male Representatives
We are always interested in hearing from any registered patient who would like to join the group.

B
When the group was set up we took careful steps to ensure that the group formed a cross section of the practice population.
Over time, inevitably this has drifted and we have tried to engage new members onto the group.

We invited randomly selected patients from different age groups and canvassed interest from patients attending the surgery on an opportunist basis.
We made a special effort to invite younger patients onto the group, however take-up was low.

We contacted Richmond School Head Teacher who kindly advertised the group within the school and we have been successful in engaging with a Sixth Form Student who attended our last PRG meeting.

C
We held a meeting on the 25th June 2013 with the PRG to determine and reach agreement on priority issues.
The use of the internet by patients and practice was considered important especially with government policy to allow patients on-line access to their GP record by 2015. It was recognised that this included on-line access to appointment booking and repeat prescription requests. We wanted to learn about any barriers and concerns perceived by our patients.

D
A patient survey was carried out. The interviewer administered a structured questionnaire which was handed out in the waiting room on 18.7.13. The age range of patients was quite evenly balanced between male and female patients.

E
The results were analysed and a report was produced and circulated to the group before the PRG meeting was held on 18th February 2014. The results were discussed and it was agreed that they should be made available on the website.

F
We plan to develop and improve our website over the forthcoming year to include ‘Electronic Appointment Bookings and to enhance the current service that we provide for on-line prescriptions. We plan to improve the format and navigation of the website and provide updated graphics. We also intend to add sections on practice principles and policies, frequently asked questions and links for young people to get started in NHS occupations.

G
The patient surveyed suggested that patients found it quite easy to travel to the practice and to contact the practice when needed.
One in six patients did not have access to the internet and one in ten patients preferred not to use on-line services.
Just over half of the patients were unaware of government policy to allow patients on-line access to their record by 2015.
About half of our patients had not used the practice website.
On-line consultations were of interest to less than half of those questioned and patients felt that it was not as good as face to face contact.
The vast majority of patients were keen to access parts of their GP record.
The main concern regarding on-line access for patients who completed the survey was Security issues.

H
We intend to update our patient website to include more on-line access for patients as set out in our report.

I
OPENING HOURS
Monday – Friday 8.15 am – 6.00 pm

Reception staff are available to assist patients during the above hours either at reception or alternatively patients may wish to telephone the surgery on 850440. A Doctor is always available in the case of an emergency.

DISPENSARY OPENING HOURS
The Dispensary is open Monday to Friday 9.00 am – 1.00 pm & 2.00 pm – 6.00 pm. The dispensary can be contacted direct on 01748 821494.

OUT OF HOURS EMERGENCIES
Outside of our opening hours (including weekends and Bank Holidays) our calls are taken by the Out of Hours Service which is run by North Yorkshire and York PCT and which is staffed by local GPs. The GP will either give you telephone advice, ask you to attend the Primary Care Centre at the Duchess of Kent Hospital, Catterick Garrison, or offer you a home visit, as appropriate.
EMERGENCY TELEPHONE NUMBER – (01748) 850440

J
Extended Hours Alternate Tuesday / Thursday evenings 6.30 – 8.00 pm
Reception staff are available to assist patients during the above hours.

 

CCG, Hambleton Richmondshire & Whitby, Civic Centre, Stone Cross, Northallerton, North Yorkshire, DL6 2UU
CQC, National Correspondence, Citygate, Gallowgate, Newcastle Upon Tyne, NE1 4PA
Medical Directorate Area Team, North Yorkshire & Humber, NHS England, Unit 3, Alpha Court, Monks Cross, York, YO32 9WN

 

Quakers Lane Surgery, Richmond
Introduction to Patient Participation Directed Enhanced Services (DES)

Summary: This DES is a 2 year programme of initiatives to ensure that our patients are involved in decisions about the range and quality of services provided by this practice, leading to changes in service provision and enhanced patient experience.

This programme of work extends from 2011 to 2013 promoting proactive engagement with our patients and, as a sounding board, has involved the setting up of a Patient Reference Group (PRG). Recently, the group developed a local practice survey to seek patients’ views and to raise awareness of beneficial changes, which may affect them.

Framework documents in response to the specific DES requirements ‘to make public/publish survey results and outcomes’, are shown in the table of contents below.

 

Business Plan - overview to guide a successful DES programme

To deliver the DES which reveals our clear intent to convert ideas for improvement into actions and deliver new services for the benefit of patients at Quakers Lane Surgery.

Download as Word Document
Download as PDF file

 

Patient Introductory letter and 2011/12 Patient Survey

To produce real time evidence to help us understand better what is happening on a day to day basis, to respond to patients needs and to monitor and uphold best practice.

Download as Word Document
Download as PDF file

 

Patient Survey Findings and Conclusions 2011/2012

Signposting Key Areas of Priority.

Download as Word Document
Download as PDF file

 

Detailed Action Plan to Enhance Services in 2012/13

The Action Plan focuses on our survey findings and clearly defines the actions we have either taken or plan to take, to enhance services for our patients. In this statement we demonstrate our aims & proposals for 2011- 2013 and our commitment to reach these objectives in an achievable, effective & measurable way.

Download as Word Document
Download as PDF file

February 2011

 

SURGERY OPENING HOURS

Monday – Friday 8.15 am – 6.00 pm

Extended Hours Alternate Tuesday / Thursday evenings 6.30 – 8.00 pm

Reception staff are available to assist patients during the above hours either at reception or alternatively patients may wish to telephone the surgery on 850440. A Doctor is always available in the case of an emergency.

 

DISPENSARY OPENING HOURS

The Dispensary is open Monday to Friday 9.00 am – 1.00 pm & 2.00 pm – 6.00 pm. The dispensary can be contacted direct on 01748 821494.

 

OUT OF HOURS EMERGENCIES

Outside of our opening hours (including weekends and Bank Hoildays) our calls are taken by the Out of Hours Service which is run by North Yorkshire and York PCT and which is staffed by local GPs. The GP will either give you telephone advice, ask you to attend the Primary Care Centre at the Duchess of Kent Hospital, Catterick Garrison, or offer you a home visit, as appropriate.

EMERGENCY TELEPHONE NUMBER – (01748) 850440

 

CONSULTATIONS (by appointment only)

MONDAY – FRIDAY 8.30 AM – 11.30 A.M. 2.00 – 6.00 P.M.

If you are unable to keep an appointment, please let us know as soon as possible so that someone else can use it. Our appointment times are 10 minutes, if you require a longer consultation to discuss more than one problem please ask the receptionist for a double appointment.

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