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Patient Participation Report

This report summarises the development and outcome of Becontree Medical Centre’s Patient Reference Group (PRG) in 2013.


It contains:


1. Profile or our practice population and PRG

2. Process used to recruit our PRG

3. Priorities for the survey and how they were agreed

4. Method and results of patient survey

5. Resulting action plan and how it was agreed

6. Progress made with the action plan



1.  Profile or our practice population and PRG



This profile reflects our Practice Population




Men: 2677 (48%)


Women: 2890 (52%)

























2.  Process used to recruit our PRG




We used a number of different ways to recruit patients to our PRG, as follows:




• Contacted patients that were identified as key people by our doctors or nurses;


• Put posters up in the practice;


• All patients attending the practice were asked if they were interested in joining the PRG


• Information sheets/application forms given to all new patients registering.


• Whilst attending a flu/dementia clinic, the Practice Manager approached patients with explanation of PRG and offered application forms to encourage   joining


The PRG evolved into the final group as members were signed up.


After analysis of our PRG profile, we appreciate that it may not be fully representative of our patient population profile, but we are constantly attempting to recruit more, more specifically to patients in the following groups:


• Elderly patients in nursing homes – The practice only has one.

• Carers - A search was done to see how many carers the practice had and personal emails to sample of these patients were sent out.

• Patients with learning disabilities - Patients were asked by the Doctor.



3. Priorities for the survey and how they were agreed


Patients, who completed a registration form to join our PRG, were asked to identify their top 3 areas of concern, areas that we needed to focus on for our survey.


The categories were as follows:


Clinical Care

Getting and appointment

Reception Issues

Opening Times


The Premises


From this we were able to deduce that the key priorities were clinical care, getting an appointment and reception issues.


The patient reference group agreed that the 3 areas receiving the most votes would provide the areas of questions that the patient survey would focus on. 10 questions were created, 3 were used to find out the demographics of the patient and 6 were used to cover the 3 key priorities.



4. Method and results of patient survey


All patients attending the practice in the month of January were given a hard copy of the survey to fill out whilst waiting to see the Doctor/ Nurse/Health Care Assistant.


Q4 – Relates to clinical care.

Q5 – Relates to clinical care.

Q6 – Relates to getting an appointment

Q7 – Relates to getting an appointment

Q8 – Relates to getting an appointment

Q9 - Relates to reception issues

Q10 – Relates to reception issues



The survey showed:


• Overall the Patients were happy with the way the Doctors treated them, giving them enough time, listening to them, explaining things, involving the patient in their care and treating them with care and concern.


• Patients would prefer to use the telephone to make an appointment.


• Patients on the whole found it easy enough to make an urgent appointment with a Doctor or Nurse on the same day.


• Patients found it easy enough to make routine appointments several weeks in advance.


• Patients found the reception staff helpful.


• Patients did not mind that they could be heard by other patients in the reception area when speaking to reception staff.



5. Resulting action plan and how it was agreed


The results of the survey as well as a summery of changes the practice were able to make were emailed to our PRG and members were invited to comment on or discuss the findings.


In light of the survey showing that the Practice is providing a satisfactory service, it was still felt that improvements could be made.


The changes the Practice was keen to make were:


• Add a 0208 number to the existing 0844, allowing patients to call at a local rate.

• Triage all same day requests to improve access.

• Move towards online appointment booking as well prescription requests.



As there was no receipt of comments from members of the PRG, the practice devised an action plan internally.  The action plan was emailed to the PRG and again they were invited to comment or make suggestions. The Practice received no responses.


A copy of the action plan is also available on the Practice Website.



6.  Progress made with the action plan


The final action plan was posted on our practice website by the end of March 2013.


The Practice endeavours to re assess the action plan in 6 months and again by the end of the year.



7.  Confirmation of our opening times


8am to 8pm Monday to Friday


9am to 12pm on Saturday



The out-of-hours service operated by PELC runs from


6.30pm to 8.00am Monday to Friday and all weekend



Subject to change as of 1st April 2103, where the Practice will open from:


8am to 6.30pm Monday to Friday


Closed on Saturday



The Practice Nurse will be available for evening appointments on Tuesdays & Thursdays (last appointment at 7.30pm)




Saima Morgan


Administrative Manager


March 2013


Becontree Medical Centre Action Plan 2013

Update on action plan for 2011/12: What results the practice/patients as a result of the change(s)

Action: Patients should be given the opportunity to discuss their health problems with a receptionist in private.

Result: The practice placed  a notice in the waiting area to communicate to patients that if they felt the need to speak to the receptionist in private, they have the option to. All reception staff was trained to handle this request.