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  Woodbury Surgery
 

This is a small surgery in the East Devon village of Woodbury, on the edge of Woodbury Common. It is a mainly rural practice and serves a number of surrounding villages (map). The Practice looks after about 3,500 patients with numbers swelling a little due to summer visitors.

In addition to the traditional qualities of General Practice, the team try to offer a relaxed, friendly environment with all the advantages of modern medicine.

The practice is fully computerised and has an on site dispensary for medicines, which is both convenient and efficient. The doctors also work in the local Community Hospitals and have a good relationship with the RD+E Hospital in Exeter, for those who need more care than can be given at home. Referral to a wide range of specialist services beyond Exeter is available, when needed.

 
 

The surgery is a recognised teaching practice and we would ask you to be sympathetic if you are asked to see a student doctor or nurse initially. Training the next generation of medics is a really important feature of our work and we try hard to balance it with running the surgery, but sometimes it may not be appropriate to see junior staff and this can be sorted by a quiet word with the Receptionist.

You can now request repeat prescriptions through this website.

   
  Emergency Telephone Numbers
 
 
  8:30AM - 6 PM Call the surgery on (01395) 232509
   
  6PM - 8:30AM Call NHS111 by dialling 111
   
  24HR
   
  If you require an emergency ambulance at any time, call 999.
   
  Practice news
 

Woodbury Surgery's "Patient Voice"

Are you a patient here at Woodbury Surgery?

Could you get involved on-line, three or four times a year?

Are you able to access e-mail?

Do you want to help the surgery shape our services, and offer independent feedback?

Click here to find out more.

  Woodbury Surgery Patient Participation DES - Local Participation Report March 2014 CONFIDENTIALITY NOTICE: This document and the information contained therein is the property of Woodbury Surgery. It may contain information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Woodbury Surgery. Report Authors: Dr Lizzy Acheson (Partner) and Mrs Linda Richardson (Practice Manager) Date Published: 31st March 2014 BACKGROUND: Woodbury Surgery’s patient list size is continuing to grow. We now have approximately 3700 patients. 80% of our patients are under 65 years, 9% are over 75 years. We have a long history of proactive patient participation. The “Friends of Woodbury Surgery” (FOWS) is a long established charitable organisation that has been working collaboratively with the Practice for over 20 years. Membership of FOWS is open to any patient of the Practice. The group’s existence is widely advertised throughout the surgery, and participation is encouraged via the use of flyers, our Practice leaflet and on our website. Dr Lizzy Acheson attends FOWS bi-monthly meetings, and a representative from FOWS participates in our monthly Practice Meetings. This long established relationship facilitates the regular exchange of ideas, suggestions and viewpoints. The FOWS coordinate patient transport, a sitting service, prescription deliveries, and fundraising activities. FOWS activity is relayed to the community by twice yearly FOWS newsletters. We started to develop our Patient Reference Group “Patient Voice” in 2011. “Patient Voice” is a virtual group. Aims were to develop: • collaboration with, rather than replication of our existing democratic group (FOWS) • a means of canvassing opinion that is representative of our patients • a broader membership, hopefully attracting more working folk, younger people and the very elderly • patient input that is time efficient for the Practice and the Group’s participants • involvement that compliments the excellent patient participation already in existence We have maintained fairly stable membership levels since the Group’s inception by a continuing process of advertising and promotion, and still actively encourage participation. Patient Voice currently has 42 members. Patients are invited, in the first instance, to email the surgery indicating an expression of interest. We have not turned away anyone who showed an interest, regardless of whether they might be in an over- or under-represented group. Our advertising continues to be broad. We are aware that parents of young children are often pressured for time and we actively seek their participation in developing and improving services for them and their children. We hope to develop a focussed strategy to enhance their recruitment this coming year. The last 12 months has seen an ongoing duality between FOWS and Patient Voice. The latter continues to be a “virtual group”. Dr Lizzy Acheson attends FOWS meetings and helps coordinate the Patient Voice acting as an interface between the two. We historically elected some years ago not to collect ethnicity data. We endeavour to reach out to all our patients regardless of ethnicity or social status. We continue to advertise for membership of our patient groups in the following ways: • Woodbury News, a free local community-wide journal • FOWS newsletter, delivered free to all homes in Woodbury and surrounding villages • FOWS AGM, discussion and distribution of fliers • Surgery website http://www.woodburysurgery.com • Posters with tear off invites at strategic points around the area (eg village shop/post office, church notice boards) • Posters with tear off invites in the entrance lobby, waiting room, reception and dispensary • Flyers offered to patients attending reception • Targeted encouragement at the end of consultations, especially where recruitment of a certain individual might represent the views of a group, eg. carers, members of our local traveller community, teenagers and representatives of our learning disability community. Review of Patient Reference Groups and Areas of priority for 2013/14 EDUCATIONAL EVENING During 2013 the FOWS proposed the concept of a patient education evening. We collaborated with the FOWS group and canvassed opinion from Patient Voice, to establish the areas of interest of both groups. Their input was used in planning the evening’s structure and content. The event was named “This is your life”. Eighty plus patients attended the evening. Speakers included representatives from the Depression and Anxiety Service, Hospice Care, our own Dr Noel Lawn and a speaker from the Westbank Charity discussing the “Eatwell” plate. Feedback from the event was extremely positive and the FOWS have decided to try and aim for a biennial event. TELEPHONE IMPROVEMENTS Our 2013 survey on telephones guided our purchase of a new telephone system. We listened to Woodbury Surgery Patient voice, steering away from lengthy answer-phone options, and opting for greater lines into the surgery, with the result of less frustrating engaged tones. CONTINUING FOWS SERVICES Patients who find themselves less mobile and in need of a friendly face, turn to the FOWS group for patient transport. FOWS also support patients with prescription delivery and companionship. These services are well established and tirelessly supported by a stable team of volunteers, their coordinator Nita and the FOWS committee. The charity has been in receipt of several generous donations, and also benefitted from the proceeds of a fabulous sophisticated afternoon tea event. IMPROVING PATIENT EXPERIENCE – SELF CHECK-IN SERVICE The FOWS committee have over the years supported the Surgery with practical donations of equipment. Feedback from Patient Voice in 2012 made clear that confidentiality at reception, and being treated with respect and dignity were highly valued. With this in mind, we explored the idea of a “Self Check-In” system to minimise patient traffic and queuing in our reception area where conversations can otherwise be overheard. The FOWS group very kindly agreed to fund the purchase of a Self Check-In system for the benefit of all our patients. Doctors and staff were thrilled and very grateful to accept this very generous donation. We are further grateful to FOWS for facilitating a number of “publicity” sessions where volunteers introduced patients to the new self-service check-in and assisted them to use it. Whilst its use is of course optional, self check-in has proved to be very popular with a majority of patients wishing to check-in and go directly to the waiting room. Self check-in frees up reception time to deal with patients who may have more complicated requests. A description of how the Practice sought to obtain the views of its registered patients Building on well established links with the FOWS, Patient Voice allows us to reach a wider audience by using Survey Monkey, an online tool which facilitates confidential on-line data collection. Our surveys this year have helped shape the educational evening, and allowed us to obtain feedback about our on-line services (prescription requests and appointment reservations). We have in previous years conducted CFEP surveys, where 40 patients are surveyed consecutively post consultation with the GP or nurse. This is an exercise is undertaken on a 3 year cycle and although this year has not informed us afresh, it will do in future years. In 2013 all General Practices were required to register with the Care Quality Commission. We are one of a handful of local practices who have undergone a first routine inspection this year. Members of the FOWS group were invited to participate and two members were interviewed on the day. The CQC report documents the positive relationships that exist between the surgery and our patients. Patient Voice feedback on On-Line Services We asked our participants about their experience of ordering medication on line. 84% of responders agreed or strongly agreed that the service was time efficient to use. “simple, easy to use with useful message box” “very easy and convenient” One person suggested a smartphone app, a service which is newly available from our clinical system software suppliers. This year we will be advertising its existence for the convenience of our online service users. 48% of responders were aware that appointments could be made on line, and a third of these patients had used the facility. Two thirds of those that had booked an appointment on line felt that the process was more time efficient. “You can easily choose which doctor you want to see and have time to consider the different slots - better than on the phone where the receptionist may be busy and you don't want to waste their time by asking them to look at all available slots” 75% of our survey participants had used the self check-in, and of these, 72% thought it a “piece of cake to use!” Action Plan for 2014/15 The surgery now has a better understanding of how on-line appointment making can compliment the traditional telephoning for an appointment. We will continue to promote this service and develop its expansion. Equally, ordering medication online is very popular with patients, saving our patients time. It also reduces the chance for dispensing errors. Again we will continue to promote this service and support patients with taking it up. Both on-line facilities are now advertised in our practice leaflet and patients are made aware of these at registration. Our Practice Spring Newsletter will also inform patients who may not know about the services now available on line. We will look for feedback on two other areas in 2014/15 1) How we can provide a more family friendly baby/child immunisation service. To understand this problem more fully we will look to recruit parents to our Patient Voice group and will specifically canvass their feedback. Hopefully we will gain insight on convenience of appointments and how parents and carers would like to be about appointments. Family friendly appointment times will help us minimise appointment wastage by parents not turning up. 2) How we can better support and monitor home blood pressure recording for patients who have stable hypertension. We would like to work with both FOWS and Patient Voice to expand our home BP monitoring facility, improve communication of results between the patient and GP and improve the validity of BP recordings by avoiding appointments at the surgery which can artificially elevate ones BP. A description of the opening hours of the Practice premises and the method of obtaining access to services through the core hours: The surgery, dispensary and telephone lines are open from 8:30-1pm and 1:30-6pm Mondays to Fridays. With the availability of online services patients are now able to make appointments and request their prescriptions 24 hours a day 7 days a week. A description of any extended opening hours that the Practice has entered into and which health care professional are accessible to registered patients. We currently offer extended hours appointments from 6:30-7pm on Thursday evenings, and from 7:30-8am on Wednesdays mornings. Drs Lawn, Crawford and Acheson and one of our trained nurses are available during those times; ask our receptionists about availability. DATA PROTECTION:  

Wherever your personal information is held, whether on paper or on computer, it is maintained in accordance with the Data Protection Act and Access to Medical Records legislation. How your information is used is controlled by law and strict rules are in place to protect your privacy. All staff are legally bound by the same rules of confidentiality as doctors and nurses. To support your treatment and care, identifiable information about you is shared with others (on a need-to-know basis) in:
· providing further medical treatment eg hospitals, community nurses
· accessing additional services eg. Social Services (this requires your consent)
· informing others where we have a legal obligation to do so eg child protection matters
The NHS Summary Care Record (SCR). contains basic information about allergies, adverse reactions to medications, and prescriptions. SCR is intended to be available for clinicians in A&E Departments and ‘Out of Hours’ services to help them provide safe and effective treatment. You have a choice about having a Summary Care Record; if you do not wish information about you to be shared in this way, please let us know.
NHS “Care.Data” -Commencing in the spring of 2014, NHS England will introduce a new national programme which will securely extract identifiable data from GP surgeries’ computer records. The programme, Care.data, is intended to make better use of health information to plan and improve services for patients. Extracted information will include date of birth, postcode and NHS number but not name or address. Non-identifiable information may then be used by others such as researchers and those planning health services. 
You have a choice. If you are happy for your information to be shared for Care.Data you need not do anything. If you do not want information that identifies you to be shared in this way please let us know and we will make a note on your record.
For more information go to www.hscic.gov.uk or read NHS England’s leaflet “How information about you helps us to provide better care”. A copy is enclosed and further copies are available at reception.   
Please note SCR and Care.Data are completely separate programmes. Opting out of one does not automatically exclude you from the other.
 

________________________________________________________________________________________________________________

Patient Participation DES Report
WOODBURY SURGERY - MARCH 2013
 
Confidentiality Notice
 
This document and the information contained therein is the property of Woodbury Surgery.
 
This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Woodbury Surgery
 
Document Details
 

Classification:
Patient Participation Directed Enhanced Service Report
Authors and Roles:
Dr E Acheson (Partner) and Mrs L Richardson Practice Manager
Organisation:
Woodbury Surgery
Document Reference:
PRG DES Report
Current Version Number:
3
Document Approved by:
Drs N Lawn, E Crawford and E Acheson
Date Approved:
23rd March 2013

 
_____________________________________________________________________________
 
Background
 
Woodbury Surgery has a long history of proactive patient participation. The “Friends of Woodbury Surgery” (FOWS) is a long established charitable organisation that has been working collaboratively with the Practice for over 20 years. Membership of FOWS is open to any patient of the Practice. The group’s existence is widely advertised throughout the surgery and participation is encouraged via the use of flyers, our Practice leaflet and on our website. Dr Lizzy Acheson attends FOWS bi-monthly meetings, and a representative from FOWS participates in our monthly Practice Meetings. This long established relationship facilitates the regular exchange of ideas, suggestions and viewpoints. The FOWS coordinate patient transport, a sitting service, prescription deliveries, an ever changing Surgery Art display and various fundraising activities. FOWS activity is relayed to the community by annual FOWS newsletters and a well advertised open Annual General Meeting.
 
Step 1: Review of Patient Reference Group
 
Having developed our Patient Reference Group (“Patient Voice”) last year, we have continued encouraging patients to get involved in decisions that need a more considered input.  Woodbury Surgery “Patient Voice” is a virtual PRG.  We have maintained membership levels since the Group’s inception by a continuing process of advertising and promotion.  Aims are to develop:
 
·       collaboration with, rather than replication of our existing democratic patient group (FOWS)
·       a means of canvassing opinion that is representative of our patients
·       a broader membership, hopefully attracting more working folk, younger people and the very elderly
·       patient input that is time efficient for the Practice and the Group’s participants
·       involvement that compliments the excellent patient participation already in existence
 
Practice Population
 
The Practice has historically elected not to collect ethnicity data, therefore we opted for a “saturation” approach to advertising and promotion. We endeavour to reach out to all our patients regardless of ethnicity or social status. We advertise for membership in the following ways:


 
·       Woodbury News, a free local community-wide journal
·       FOWS newsletter, delivered free to all homes in Woodbury
·       FOWS Annual General Meeting, discussion and distribution of fliers
·       Surgery website http://www.woodburysurgery.com
·       Posters with tear off invites at strategic points around the area (e.g. village shop/post office, church notice boards)
·       Posters with tear off invites in the waiting room, reception and dispensary
·       Flyers offered to patients attending reception
·       Targeted encouragement at the end of consultations, especially where recruitment of a certain individual might represent the views of a group, e.g. Carers, members of our local traveller community, teenagers and representatives of our learning disability community.
 
Patients are asked, in the first instance, to email the surgery indicating an expression of interest.
 
In the summer of 2012 the Group comprised 31 members. We currently have 40 members. The Practice has approx. 3535 patients. 80% of our patients are under 65 years, 9% are over 75 years. Age/sex breakdown is as follows:
Age Range
Male
Female
Total
0 - 25
463
439
902
26 - 45
383
392
775
46 - 65
565
592
1157
66 - 85
284
337
621
86+
36
44
80
Total
1731
1804
3535
 
We have not re-surveyed the ages of participants in the last twelve months but have continued to encourage participation through advertising its existence as above.
 
Achievements 2012/13
 
·       Patient involvement has a positive influence on our Practice, underlining the benefits of being open and responsive.
·       Our patient groups demonstrate how we can work in partnership with our patients.
·       We acknowledge that patients are the best people to inform us about patient experience, so that we can continually strive to enhance it, eg. waiting room comfort.
·       Feedback has led to improvements; staff are now more proactive in assessing patients views about the surgery environment and we have received no complaints about waiting room comfort.
·       Woodbury FOWS Group, with the help of volunteers, continues to run a patient car service. A representative of the group also supports the Practice by participating in our monthly Practice meetings.
 
Step 2: Areas of priority for 2013/14
 
FOWS “Good Neighbourhood scheme”
 
In 2012 the FOWs committee invited Dr Jane Aitken to talk about her pilot scheme, “Neighbourhood Health Watch”.  Dr Aitken’s involvement in a scheme in East Budleigh was felt to be relevant when considering ways that the FOWS might evolve over time.
 
Discussions in subsequent meetings have looked at ways that volunteers might, on a temporary basis, support patients who might be finding it difficult to get to the shop, post a letter or pick up a prescription.  This may involve a rota of FOWS willing to serve their immediate neighbourhood and react to acute demands.
 
The proposal of a “Good Neighbour Scheme” was floated and initially discussed at the FOWS AGM and included in their spring newsletter, March 2013.  Although only a seed of an idea at this stage, we await feedback from the patient population to see if there is a need for this sort of scheme as well as volunteers willing to give their time.  A project like this would need much community backing. Patient and community feedback will influence further discussions at FOWs meetings in 2013.
 
Telephone system
 
The 2011 CFEP survey and general comments in our first “Patient Voice” survey, brought to our attention deficiencies in the telephone system.  Although we had hoped to focus on a new website, our attention needed to focus on the telephone system first.  Survey results below.
 
Educational Evening
 
Following on from a well received educational evening in 2010 where the community was informed about the early recognition and treatment of dementia, the FOWS were keen to look at organising another educational evening.  At an early stage of planning, one of our Hospice nurses volunteered her services and this led to a discussion of other possible topics to include. The FOWS wanted to host an evening that would be relevant to a broad audience and we were therefore happy to canvass our “Patient Voice” group for their opinions. Survey results below.
 
Step 3: How surveys have influenced us through 2012/13
 
All the members of Woodbury Surgery Patient Voice (PRG) were asked to participate in two online surveys via an email link. We used Survey Monkey, ensuring that respondents were anonymised. Like last year, useful advice on how to write questions that would give help us focus on our priorities was obtained from Survey Monkey and NAPP. We were keen to make the survey concise and encourage free response.
 
1)  Telephone System survey , 10/9/12
 
24 members took part in this 3 question survey. 67% of respondents had had trouble in the past with our phone system.
 
Sometimes the line is engaged when calling for an appointment, especially first thing in the morning.”
 
“First thing in the morning its usually engaged.”
 
“I do try not to ring at the obvious busy times when possible. If line engaged, am happy to try again later and have never regarded telephone contact as a problem. Staff have always been helpful when I do ring.”
 
All of the 67% of patients that had experienced problems said the problem was one of the line being engaged.
 
Given that a new telephone system would include an option to have a queueing system, we wanted to know whether this would be appreciated by our patients. 70% of respondents said they would rather ring again after hearing an engaged tone, while 22% said they would be willing to be held in a queue with music.
 
2) Educational Evening Survey, 15/01/13
 
15 members completed our survey
 
We asked the Group to rate their preferred topics for speakers. The top 5 were:
 
·       The role of the Hospice nurse
·       Recognising and treating depression and anxiety
·       Diabetes prevention
·       Healthy eating
·       Dementia / early diagnosis
 
Free text responses included, aortic aneurysms, looking after your heart and weight loss in the over 60s. There was less interest reported in bedwetting, the role of the midwife, “sex life” problems and GP commissioning.
 
Respondents were also asked for their views about the “feel” of the evening. 60% wanted the opportunity for Q&As, an informal style was preferred over a lecture type event, and 53% said they would like several topics, with speakers talking 10-15minutes each. Members comments included:
 
“Needs to be relaxed so that people feel comfortable and able to discuss the topics that affect them. Good idea.”
 
“Whole group lectures followed by opportunity to wander freely and talk to individual speakers without others necessarily overhearing.”
 
Step 4: Provide the PRG with opportunity to discuss survey finding and reach agreement with the PRG on changes to services
 
Telephones
 
With a significant number of patients reporting they have experienced problems getting through to us in busy times, we felt a priority of any new phone system was to increase incoming call capacity.  Our survey also indicated that patients did now want a queuing system; 70% said they would prefer to have an engaged tone and ring back.  So our solution has been to double incoming line capacity and institute a line diversion system so that all available reception/admin staff can answer calls in a timely manner.
 
Educational Evening “Is this your life”
 
This event to be held on 25th April in Woodbury Village Hall from 7pm. It is open to all of the community. The GPs are looking forward to speaking and welcoming other speakers from local services. The evening will cover the following topics.
 
·       Healthy eating
·       Depression and Anxiety
·       Hospiscare
·       Skin awareness
 
The results of our surveys have been emailed to our Woodbury Surgery Voice members and published on the surgery website. They have been discussed at Practice meetings and fed back for discussion at the FOWS meeting.
 
Step 5: Action Plan for 2013/14
 
Our plans need to remain fluid and proactive.  Our Patient Voice Group will sit alongside the FOWS and each will be given equal support from the Surgery.  The opinion of the Patient Voice Group has proven itself extremely valuable this year.  The Group’s opinion helped us with our choice of telephone system and with choosing topics to be included in an educational evening.
 
We are a small rural surgery that has built up goodwill and support over generations.  Being small means that we can be flexible. We can make good things happen with minimal bureaucracy, and clearly our progress is enhanced with good quality patient participation.
 
One of the challenges for 2013/14 will be to develop a new, comprehensive website and to widely advertise its presence. We have already set aside funds for this project and will consult with our Patient Voice Group to canvass opinion about the types of information they would like to see included.
 
We will develop a twice yearly Practice newsletter, separate from the FOWS newsletter.
 
Step 6: Publicise actions taken, and subsequent achievement
 
Document published on website, printed copies available throughout the surgery.
 _________________________________________________________________________________________________________________

If you suffer from one of the following long term conditions, please contact us about our ‘FLU CLINICS:

Asthma or other Respiratory Disease, Heart Disease, Kidney Disease, Liver Disease, History of Stroke or “Mini Stroke”, Neurological Disease, Diabetes, Suppressed Immune System or if you are a Carer or are currently Pregnant 

PLEASE NOTE: WE WILL NOT BE SENDING OUT
INDIVIDUAL ‘FLU INVITATION’ LETTERS
__________________________________________________________________________________________________________________

 EASTER 2012 BANK HOLIDAY CLOSURES

Please note the surgery will be CLOSED on
Friday 6th April and Monday 9th April

OPEN SURGERIES will be held from 9am on Tuesday 10th April

No appointment is necessary, but please arrive by 10.30 am.
For urgent healthcare problems out of hours call the Devon Doctors Out of Hours Service on 0845 6710270
For general health advice/information call NHS Direct 0845 46 47
________________________________________________________________________________________________________________
 
Patient Participation DES Report
WOODBURY SURGERY - MARCH 2012
 
Confidentiality Notice
 
This document and the information contained therein is the property of Woodbury Surgery.
 
This document contains information that is privileged, confidential or otherwise protected from disclosure. It must not be used by, or its contents reproduced or otherwise copied or disclosed without the prior consent in writing from Woodbury Surgery
 
Document Details
 

Classification:
Patient Participation Directed Enhanced Service Report
Authors and Roles:
Dr E Acheson (Partner) and Mrs L Richardson Practice Manager
Organisation:
Woodbury Surgery
Document Reference:
PRG DES Report
Current Version Number:
3
Document Approved by:
Drs N Lawn, E Crawford and E Acheson
Date Approved:
23rd March 2012
 

Background
 
Woodbury Surgery has a long history of proactive patient participation. The “Friends of Woodbury Surgery” (FOWS) is a long established charitable organisation that has been working collaboratively with The Practice for over 20 years. Membership of FOWS is open to any patient of the Practice. The group’s existence is widely advertised throughout the surgery and participation is encouraged via the use of flyers, our Practice leaflet and on our website. Dr Lizzy Acheson attends FOWS bimonthly meetings, and a representative from FOWS participates in our monthly Practice Meetings. This long established relationship facilitates the regular exchange of ideas, suggestions and viewpoints. The FOWS coordinate patient transport, a sitting service, prescription deliveries, and fundraising activities. FOWS activity is relayed to the community by twice yearly FOWS newsletters.
 
 
Step 1: Develop a Patient Reference Group
 
Our logical first step in developing a representative Patient Reference Group (PRG), therefore, was to liaise and consult with the existing FOWS group. The group were informed about the DES, and asked whether they would like to further evolve to embrace the PRG. Volunteers were invited to attend workshops with a view to helping facilitate PRG implementation.
 
It was felt that any attempt to change the group’s focus or “impose” a new model on the existing well-established group could be counter productive and potentially alienating.
 
After discussion at FOWS and Practice meetings it was decided that the Practice and FOWS would collaborate to develop a virtual PRG.  The advantages of this approach were felt to be:
 
·        collaboration with, rather than replication of our existing democratic patient group
·        PRG would have a different focus
·        broader membership, hopefully attracting more working folk, younger and the very old
·        more time efficient for Practice and participants
·        ability to concentrate on canvassing opinion
·        compliment the patient participation we already had in existence
 
The group was given the name “Woodbury Surgery Patient Voice”. We launched our recruitment campaign in November 2011.
 


Population
 
The Practice has historically elected not to collect ethnicity data, therefore we opted for a “saturation” approach to advertising during November and December. We endeavoured to reach out to all our patients regardless of ethnicity or social status. We advertised for membership in the following ways:
 
·        Woodbury News, a free local community-wide journal
·        FOWS newsletter, delivered free to all homes in Woodbury and surrounding villages
·        FOWS AGM, discussion and distribution of fliers
·        Surgery website
·        Posters with tear off invites at strategic points around the area (eg village shop/post office, church notice boards)
·        Posters with tear off invites in the waiting room, reception and dispensary
·        Flyers offered to patients attending reception
·        Targeted encouragement at the end of consultations, especially where recruitment of a certain individual might represent the views of a group, eg. carers, members of our local traveller community, teenagers and representatives of our learning disability community.
 
Patients were asked, in the first instance, to email the surgery indicating an expression of interest.
 
Our virtual group began to take shape in December 2011. It has 31 members to date. Membership is slowing increasing and we still actively encourage participation. Recruitment has been a challenge; despite a vigorous campaign, overall uptake has been underwhelming. We have not turned away anyone who showed an interest, regardless of whether they might be in an over- or under-represented group.
 
The Practice has approx 3535 patients. 80% of our patients are under 65 years, 9% are over 75 years. Age/sex breakdown is as follows:
 
Age Range
Male
Female
Total
0 - 25
463
439
902
26 - 45
383
392
775
46 - 65
565
592
1157
66 - 85
284
337
621
86+
36
44
80
Total
1731
1804
3535
 
Our PRG currently has an under representation of under 25 year olds and we have an ongoing targeted recruitment drive, approach this group opportunistically at eg contraception checks, holiday immunisations etc.
 
We were keen not to exclude the over 75s (a group possibly less likely to use IT, yet high users of our surgery), and we were happy to see a healthy14% of respondents were in this group!
 
 
Step 2: Agree areas of priority
 
In August 2011 the Practice used the Improving Practice Questionnaire from CFEP UK Surveys to gain patient feedback about the services we offer, experiences of patients and areas we should look at to target improvements. 175 consecutive patients attending the surgery were asked to complete a detailed survey that gave important information about individual clinicians, our staff and the Practice as a whole.
 
We published a summary of finding in the FOWS newsletter.
 
The survey showed that 88% of all patients rated the practice good, very good or excellent. All our GPS scored in the top 25% overall for a range of consultation related parameters (ability to listen, explanations, reassurance, time for visit and recommendations). Respect shown by all staff was comparable to national averages.
 
There was room for improvement in the following areas: two negative comments about the attitude of our staff, one comment and two suggestions about how we might improve the comfort of the waiting room. Information about our services was thought to be below average.
 
Having established the views of a large percentage of our patients in the CFEP survey, we prioritised the above areas of concern, and sought the views of our PRG about these issues.
 
 
Step 3: Collate the views of patients using a survey
 
All the (then 29) members of our newly formed Woodbury Surgery Voice PRG were asked to participate in an online survey, via an email link.
 
We used Survey Monkey, ensuring that respondents were anonymised.
 
Useful advice on how to write questions that would give help us focus on our priorities was obtained from Survey Monkey and NAPP.  We were keen to make the survey concise, and encourage free response.
 
86% (25/29) of Patient Voice members completed the online survey, responding to 5 multi-choice questions and giving additional free-text responses.
 
 
Step 4: Provide the PRG with opportunity to discuss survey finding and reach agreement with the PRG on changes to services
 
The results of our first survey have been emailed to our Woodbury Surgery Voice members and published on the surgery website. They have been discussed at Practice meetings and will be fed back for discussion at the next FOWS meeting.
 
·        Respect shown by reception staff - 88% of respondents felt that reception staff treat patients with respect, 2 patients (8%) thought this could occasionally be improved and no-one was consistently disappointed.  Nobody free-texted any negative comments.  52% of all respondents added a positive free-text comment.
·        Respect shown by dispensing staff - 76% were happy, and 20% thought on occasion this could improve. One free-text comment suggested a need for improvement.
·        Waiting room comfort - 68% were comfortable the last time they visited, 12% were stuffy, 8% too hot. 20% were not aware of our air-conditioning system.
·        Self care information/web information - 60% of patients are happy to use on line self-help resources, 36% felt unsure as to which on-line resources are reputable and none of our respondents had used the surgery website!  92% said they would use our website if it contained better links to health promotion and services we offer.
·        Specifics of information - 96% would like a practice newsletter, 72% would like useful phone numbers published on our website and 68% would like health promotion information on our website.
 
 
Step 5: Agree action plan with the PRG and seek PRG agreement to implementing changes
 
We propose to concentrate on our front-of-house customer service. Our survey suggests we should aim to improve the respect we show to the 9-18% of patients that feel we can do better. We will renew our endeavour to treat all patients at all times with respect. This will be addressed through an education program. We will re-survey this issue in twelve months.
 
Although 68% of patients were comfortable at their last visit, it seems the waiting room has the potential to become stuffy. Around a quarter of people were not aware we had an air conditioning system. We have placed a poster in the waiting room asking patients to report any problems, and all staff have been asked to be proactive in asking patients if they are comfortable.
 
We will develop our website and better advertise its presence. We will consult with our PRG to canvass opinion about the types of information they would like to see included. We will ensure that the information and links we include can be trusted as reputable. Clinicians will promote and signpost patients to useful links and articles.
 
We will develop a twice yearly Practice newsletter, separate from the FOWS newsletter.
 
 
Step 6: Publicise actions taken, and subsequent achievement
 
To be published on completion
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DO YOU LOOK AFTER SOMEONE WHO IS ILL, FRAIL, DISABLED OR MENTALLY ILL? If so, you are a Carer - please let us know...
 We are trying to identify Carers, especially those people who are coping without help or support. Carers can sometimes feel isolated looking after a family member or helping a friend or neighbour with day to day tasks, and they may not feel their role is acknowledged.
 
Caring for someone is often a 24-hour job which can be very demanding. We believe that Carers should have access to appropriate support, as well as accurate information on relevant topics. These may include entitlement to benefits and respite care, or simply someone to talk to when things get too much.
 
Devon Carers Link provides information and support for Carers living in (or caring for someone living in) Devon - please ask us for a leaflet.
 
As a Carer, you are entitled to have your needs assessed by Social Services. A Carer’s Assessment provides an opportunity to talk about your needs and discuss the support that is available.  It also looks at the needs of the person you care for. There is no charge for an assessment.
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EVENING APPOINTMENTS:We are now offering appointments between 6:30 and 7:00pm on Tuesday and Thursday evenings. These are primarily aimed at improving access for working patients, though they are not exclusively reserved for full time workers. If you would like to book one of these appointments please ask. 

   
  Disclaimer
This website is provided for information only. No claims are made of accuracy or validity, and no responsibility will be taken regarding use of the information provided. Although the advice for patients is as accurate as possible, it is only general and should not be used as a substitute for the patient consulting their own doctor.