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Patient Group Reports and Minutes

Annual Report 2014 – 2015

Practice Name: Spinney Brook Medical Centre

Practice Code: K83028

Signed on behalf of practice: Alison Fenn Coles, Practice Manager
Date: 25.3.15

Signed on behalf of PPG: Peter Kelby, PPG Chairperson
Date: 25.3.15

1. Develop/Maintain a Patient Participation Group (PPG)

Does the Practice have a PPG? YES

Method of engagement with PPG: Face to face, Email, Other (please specify) Face to Face

Number of members of PPG: 8

Detail the gender mix of practice population and PPG:










Detail of age mix of practice population and PPG:

% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75
Practice 20.3 8.64 12.0 12.95 15.3 12.2 10.25 8.0
PPG         12.5 25.00 25.0 37.5

Detail the ethnic background of your practice population and PPG:



Mixed/multiple ethnic groups




Gypsy or Irish traveller


White & black Caribbean

White & black African

White & Asian

Other mixed




















Asian/Asian British

Black/African/Caribbean/Black British







Other Asian



Other black


Any other























Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

Advertise for new members within the Practice, on Practice Website, PPG Notice Board and PPG newsletter Contact made with local secondary school to invite a student/students to become part of the PPG

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community? NO

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful

2. Review of patient feedback

Outline the sources of feedback that were reviewed during the year:

The CQC report was discussed
Feedback received from written and verbal compliments and complaints.
Also from Social Media and from results and comments included in the Friends and Family Test.
The National Patient survey results and the National General Practice Profile are also reviewed.

How frequently were these reviewed with the PRG?

Annually or more often if necessary

3. Action plan priority areas and implementation

Priority area 1

Description of priority area:

Promote on-line appointment booking and repeat prescription requests

What actions were taken to address the priority?

  • Continued to advertise the service within the Practice, on the Practice Website and in the Practice Booklet
  • Information included in the PPG Newsletter and on the PPG Notice Board

Result of actions and impact on patients and carers (including how publicised):

  • The above has resulted in an increase of enquiries regarding ‘Patient Access’
  • The Practice now has 3757 patient registered for ‘Patient Access’. This equates to 34.4% of the current overall patient population or 43.2% of the 17years and over population

Priority area 2

Description of priority area:

Reduce the number of patients who DNA (Do Not Attend) appointments with both GP’s and other clinical staff

What actions were taken to address the priority?

  • Information regarding cancelling unwanted appointments is included in the Practice Booklet and on the Practice Website
  • The number of appointments lost each month is publicised on the PPG Notice Board, PPG Newsletter, the Practice Website and on the ‘Jayex Board’ within the Practice.
  • Letters are sent to individual patients who repeatedly DNA appointments

Result of actions and impact on patients and carers (including how publicised):

  • There has been some slow progress in reducing the number of patients who DNA their appointment since monitoring of this issue started in April 2014. The figures show DNA’s peaked at 290 in October 2014 and now stand at 214 in February 2015
  • Figures will continue to be published on the PPG Notice Board, PPG Newsletter, the Practice Website and on the ‘Jayex Board’ within the Practice as stated above

Priority area 3

Description of priority area:

Help promote the health and wellbeing of the patient population

What actions were taken to address the priority?

  • The PPG have supported the Practice in encouraging eligible patients to have flu vaccinations. Posters were delivered to the local day care centre, included on the PPG Notice Board and information was included in the PPG
  • Posters were also displayed within the Practice promoting the ‘Flu Clinics’
  • Letters were also sent to eligible patients and carers

Result of actions and impact on patients and carers (including how publicised):

  • The up-take of flu vaccination this year was consistent with previous years
  • It was felt that the lack of pro-active national/local ‘flu campaigns’ in recent years has not helped to increase uptake of patients wanting flu vaccination
  • It is felt that there has been a negative impact on the flu campaign in the closing months from the nationally reported ineffective strain of vaccine developed for this year

4. Progress on previous years

If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

The current Patient Participation Group was established in November 2013. This group took over from the original ‘Virtual Group’ which unfortunately was not as successful as was originally hoped.

The three priority areas, highlighted above, are the first agreed priorities for the new group, the progress of which is discussed as above.

It is recognised that the current group does not totally reflect the patient population e.g. the age groups represented are from 45 years and above but the current group does include a parent of young children, patients involved with local schools, youth groups and the elderly. It is hoped that the group may be joined by a student/students from the local secondary school. It is also recognised that the group does not include membership from the small percentage of ethnic groups which make up the Practice population. Advertising for new members for the group will continue as discussed previously in this document.

At the January 2015 the group discussed the issue of ‘Medicines Waste’ with the Practice Medicines Co-ordinator. This issue is something that is both a priority for the Practice and the CCG. The PPG expressed an interest in supporting this piece of work and this will be discussed further when agreeing the PPG priorities for the coming year (2015-16)

5. PPG Sign Off

Report signed off by PPG: YES
Date of sign off: 25.3.15
Has the report been published on the practice website? YES

How has the practice engaged with the PPG:

The PPG meetings are held by-monthly at the Practice with the Practice Manager in attendance at all meetings. GP’s and other members of the Practice Team have also attended meetings during the year.

The Practice assists the PPG with admin support and with the production and distribution of the PPG Newsletter. The Practice also purchased a notice board for PPG use.


PPG Minutes January 2015

PPG Minutes September 2014

PPG Minutes July 2014

PPG Minutes May 2014

PPG Minutes March 2014

PPG Minutes January 2014

PPG Minutes December 2013

Annual Report 2013 – 2014

The purpose of the Patient Participation Group is to ensure that patients are involved in decisions about the range and quality of services provided and, over time, commissioned by their Practice (see BMA and NHS Employers guidance).

To this end, the Practice’s initial Patient Group was established in 2011-12, this was a ‘Virtual Group’ with all communication within the group being conducted via e-mail. Unfortunately this format was not as successful as it was initially hoped and the Patient Group was re-launched in 2013.

Group Relaunch

To re-launch the group posters where put up in both Spinney Brook and our branch surgery at Woodford, messages were posted on the ‘Message Screen’ (Jayex Board) and messages were attached to prescriptions over a four week period. Sign up forms are available both in Practice and via the Practice Website. The patient group was successfully re-formed with 8 new members and the first meeting of the group took place in November2013 with the election of a Chairperson, a Vice Chair and Secretary at the December Meeting. It was agreed that initially meetings would be monthly until the group was well established and then how often the group would meet would be reviewed.

Guidance states that the group should be representative of the patient population. The Practice population currently stands at 10,773 covering all age groups with a 50.3% male and 49.7% female split.

The current Patient Group is made up as follows:

Gender: Male – 3 patients, Female – 5 patients
Age: 35 - 44 (1) 55 – 64 (3) 65 – 74 (2) 75 – 84 (2)

The group includes a parent of young children, patients who are involved with local schools, youth groups and the elderly, also patients with first-hand experience of long-term chronic conditions. It is recognised that the group does not include membership from the small percentage of ethnic groups which make up the Practice population. Of the 62% of patients who have provided information regarding ethnicity 92.24% are white/mixed British.

The group does not currently have membership from the younger age groups i.e. 17 – 24 and 25 – 34 but it is felt that the Patient Group is a good representative sample of the current Practice population due to the community involvement of the current members as stated above. We will continue to make every effort to encourage membership from groups not represented in terms of age, gender and diversity by continuing to promote the group. Promotion of the group and ‘sign up’ sheets will continue to be made available in Practice and on the Practice website.

Patient Survey

During the December 2013 and January 2014 meetings the Patient Group discussed and agreed ‘Terms of Reference’. The key priorities/core objectives of the group were agreed as follows: ‘Establish dialogue between patients and the Practice to promote patient involvement and engagement’

To achieve the above, the group agreed the way forward would be to conduct a further Patient Survey. It was agreed that the questions in the new survey should be very similar to questions in previous Patient Surveys as this would enable comparisons to be made. It was agreed that an additional question relating to text messages sent to mobile phones as a reminder of booked appointments should also be asked. It was felt that a ‘Suggestion Box’ in the waiting rooms may also promote patient involvement.

The agreed survey was posted on the Practice website and handed out by staff members in both the Spinney Brook and Woodford surgeries over a 2 week period in February 2014. The Practice used the services of its website provider – (Neighbourhood Direct) - as a vehicle for effectively counting and analysing the results. The results were shared with the Patient Group via e-mail prior to discussion at their meeting at the beginning of March 2014. At this meeting priorities and action points were identified and agreed.

Survey Summary

A total of 175 surveys were completed, 144 for Spinney Brook and 31 for Woodford. This equates to 1.54% of patients registered at Spinney Brook (9327) and 2.14% of patients at Woodford (1446). The number of completed surveys is in-line with previous survey responses.

Of the 175 overall respondents 6.29% were aged between 17 and 25, 77.71% were aged between 25 and 65 and 16% were over 65. Although the number of respondents in the 25 – 65 age range is higher than the Practice population it was felt that this figure reflects the number of patients in this age group who regularly visit the Practice. The male and female split and ethnicity remain in-line with the Practice Population

The overall results are very positive and compare well with surveys conducted in 2011/12 and 2012/13.

Clinical care and getting an appointment remain priorities for patients at both surgeries

Patients at Woodford remain very happy with the quality of services provided

  • 88.89% of patients indicating that they are ‘very satisfied’ or ‘satisfied’ with the service.
  • 85.19% of patients found the Recep/Admin Team ‘very helpful’
  • 74.08% found it ‘very easy’ or ‘fairly easy’ to get through to the surgery on the phone
  • Communication from the surgery is rated 88.88% ‘very good’ or ‘good’

The Spinney Brook survey revealed the following:

  • The ease of getting an appointment has risen from 68.35% to 76.98%
  • Getting through to the Practice on the phone was rated as ‘very easy’ or ‘fairly easy’ by 89.13% compared with 77.5%
  • 91.98% of patients said they were ‘very satisfied’ or ‘satisfied’ with services, this compares with 81.67% in previous years
  • 97.08% of patients found Recep/admin staff ‘very or fairly helpful’, up from 85%
  • The overall rating for the Practice rose from 85.83% tp 92.65% (‘very good’, ‘good’ and ‘satisfied’)

Patients aware of the on-line booking service for appointments and repeat prescriptions were only 67% at Spinney Brook and only 46% at Woodford. Only 37.23% of those who responded at Spinney Brook used this service and only 12% used the service at Woodford (Woodford is a Dispensing Practice)

76.09% of patients from Spinney Brook responded positively to the question regarding text message reminders for booked appointments (There is no appointment system at Woodford)

The few individual comments made by patients during the survey were also noted and considered by the Patient Group during the meeting.

(The full survey results for Spinney Brook and Woodford are available below and in paper copy in the Practice)

Spinney Brook Survey Results 2014 (.pdf, 382KB)

Woodford Survey Results 2014 (.pdf, 282KB)

Actions Plan

  • Explore the feasibility of placing an article in local media to further promote the on-line booking of appointments and ordering repeat prescriptions. This may also be a useful exercise to promote opening times including extended hours.
  • Ensure the Practice Information Booklet is regularly up-dated
  • Make more appointments available for on-line booking
  • Obtain further information regarding a text message system of appointment reminders for patients who would like this service
  • Audit ‘did not attend’ rates pre and post any increases to on-line appointment booking and text messages

It was agreed that these actions will form the basis for future key priorities for the Patient Group and the Practice over the coming months as we continue to promote patient involvement and engagement.

Access To Services

The Practice normal opening hours are as follows (with the exception of Training afternoons one Wednesday per moth which are well advertise in the Practice and on our website):

Spinney Brook Medical Centre

Monday 08.00 – 20.00 (Extended Hours)
Tuesday 08.00 – 18.30
Wednesday 08.00 – 20.00 (Extended Hours)
Thursday 08.00 – 18.30
Friday 08.00 – 18.30

Woodford Medical Centre

Monday to Friday 08.30 – 12.30

Access to services is available through the Reception Desk, telephone, internet or fax. Patients are free to use services at either the main Spinney Brook Medical Centre or at the branch surgery at Woodford Medical Centre

Click here to download the annual report for 2013-14 (.rtf)

Patient Survey 2013

Survey Results 2013 (.rtf)

Patient Group Annual Report (.rtf)

Annual Report 2012

Spinney Brook and Woodford Medical Practice is keen to involve its patients in decisions about the range and quality of service it provides for its patient population.

To this end, expressions of interest were sought to form a ‘Virtual Patient Reference Group’. An earlier attempt at forming a patient group had only attracted interest from a very limited section of our patient population. It was hoped that by establishing an on-line group we may attract a broader representation of patients.

Notices were published on our already established website and in both the Spinney Brook and Woodford Medical Centres. A message was also posted on our ‘Message Screen’ (Jayex Board) and our Reception Team also encouraged patients to consider become part of our group. Sign up forms were made available via our website and in the Reception areas.

We have, to date, received 27 expressions of interest with 20 patients agreeing the ‘Terms of Reference’ for the group (appendix 1). This group of patients are representative of both Spinney Brook and Woodford Medical Centres.

We have also had 3 patients who would like to be involved but are not contactable via
e-mail. These patients have had the Terms of Reference sent out to them in the post and it is hoped that they still feel they can be involved and make a positive impact.

The remaining 3 patients who had originally expressed interest have yet to respond and the remaining 1 patient we have not been able to contact at the e-mail address provided.

The current Patient Reference Group is made up as follows:


Male – 11 patients Female – 9 patients


25 – 34 (1)
35 – 44 (1)
45 – 54 (6)
55 – 64 (8)
65 – 74 (4)

The practice population at present stands at 10,752 (9,241 registered at Spinney Brook and 1,511 registered at Woodford) and is split 50.5% male and 49.5% female and is predominately White British with a very small number from other ethnic groups.

As the age of the current group ranges between 25 and 74 it is recognoised that we have no representation from the younger or older age groups. The 17 – 24 age group makes up 9.24% of the patient population with the over 75’s accounting for 7.63%

We feel our group is a good representative sample of the above but we will continue to make every effort to encourage membership from groups not represented in terms of age, gender and diversity by continuing to promote the group within the Practice and on-line.

Patient Survey

The Practice conducted patient surveys for both the Spinney Brook and Woodford Medical Centres and used the services of its website provider – (Neighborhood Direct) – as a vehicle for effectively counting and analysing the results. Questionnaires were made available on the website and paper copies made available at the Reception areas where staff encouraged patients to participate. Any paper questionnaires handed into the Reception Areas were keyed in on-line and copies kept for Audit purposes. We received 120 completed questionnaires from Spinney Brook which equates to 1.3% of patients registered at Spinney Brook and 27 completed at Woodford which equates to 1.78%.

The overall results of our recent patient surveys i.e. Spinney Brook Medical Centre and Woodford Medical Centre appear very positive and are very encouraging. The two main areas highlighted as being important to patients and therefore should take priority are ‘Clinical Care’ and ‘Getting an Appointment’. The results of the surveys have been published on our website and have been shared with the Patient Group.

Spinney Brook Survey Results (PDF, 358KB)

Woodford Survey Results

Patient Survey 2012 - 2013

Following feed back from the group the following actions points are being considered:

  • Review the Nurse Triage System
  • Review the content of the answer machine message
  • Review the provision of routine appointments
  • Further publicize the on-line appointment booking and repeat prescription request service
  • Consider an ‘Open Evening’ to highlight the services available within the Practice.

The Practice will consider these points over the coming months with any changes to be considered, shared in the first instance with the Patient Reference Group for their further input prior to any changes. Any agreed changes will be published on our website and within the Practice.

Spinney Brook and Woodford Action Plan

Access to Services

The core opening hours at Spinney Brook Medical Centre are 8.00am to 6.30pm Tuesday, Thursday and Friday and 8.00am to 8.00pm on Mondays and Wednesdays except on Bank Holidays and Training Afternoons.

The core opening hours at Woodford Medical Centre are 8.30am to 12.30pm Monday to Friday except on Bank Holidays.

Access to services is available through the internet, fax, telephone and through Reception.

Extended Hours Contract services are provided between 6.30pm and 8.00pm at the Spinney Brook site for both Medical Centres. These sessions are for pre-booked GP appointments and are available for booking 3 weeks in advance.

The above information is available on our website, in our Practice Leaflet and at the Medical Centres.

Appendix 1

Spinney Brook and Woodford Medical Practice Patient Representation Group Terms of Reference

1. Introduction and Background

Spinney Brook and Woodford Medical Practice has a responsibility to ensure it involves it’s patients in relevant issues to the Practice and to respond appropriately to the views and experiences of patients.

The purpose of the group is to bring together the views of patients, doctors and other members of the Practice Team in order to promote the wellbeing of patients and to support the Practice in providing a high quality of care and service delivery.

Spinney Brook and Woodford Medical Practice provides a range of primary care services to it’s patients and currently serves a practice population of approximately 10,750

2. Role and Remit of the Group

Spinney Brook and Woodford Medical Practice wishes to establish a Virtual Patient Representation Group (vPRG) to specifically look at the way it communicates and builds positive relationships with its patients. The core objectives of the PRG will be to:

  • Establish dialogue between patients and the Practice to promote patient involvement and engagement in the Practice
  • Ensure patients’ needs are considered in the planning and development of new and existing services, including general improvements to the Practice
  • Support the Practice with helping patients to take more responsibility for their health
  • Provide advice and recommendations with regards to Patient Surveys, questionnaires etc.
  • Seek the views and interests of all patient groups e.g. patients with specific illnesses or conditions, patients with disabilities, young working families, patients from ethnic minorities etc.
  • Engaging with patients and seeking their advice for future service redesign in the context of the new NHS Commissioning agenda.

3. Membership

The membership of the vPRG will include members of the Practice Team and Patient representatives.

Patient membership is open to registered patients only. The Practice will make every effort to a spread of membership in terms of age, gender and diversity. Members are selected by co-option or self nomination.

4. Management of the Group

The Practice Manager will be responsible for communication with the vPRG via e-mail.

If any members of the group do not have access to e-mail then communication will be via the postal system.

All contact details will be kept safely and securely and will only be used for the on-going business of the vPRG and not shared with anyone else.

The Practice will share with the vPRG the outcome of any Patient Surveys, priorities will be agreed and discussed with the group..

‘Topics for Discussion’ identified from the above will be communicated with the group approximately every two to three months or as required and action points agreed.

Survey results and the outcomes of the ‘Topics for Discussion’ will be displayed on the Practice website and within the Practice.

The vPRG will not be a forum to discuss individual clinical needs or complaints. Complaints will be addressed in line with the Practice and NHS Complaints Policy.

Group members are asked to contact the Practice Manager if they decide they no longer want to be part of the group or if they leave the Practice.

5. Confidentiality

All members of the vPRG will be expected to adhere to strict rules of confidentiality, where no personal or sensitive information will be shared.

6. Decision Making

A majority vote will be required for decisions to be carried forward.

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