Wrafton House Surgery

Directed Enhanced Service

REPORT

2014 – 2015

Wrafton House Surgery
9-11 Wellfield Road
Hatfield
AL10 0BS
Report Completed by 
Sylvia Lane
Practice Manager

Index

1.	Introduction							Page 3 /4

2.	Patient Statistics							Page 5

3.	Summary of Results of both surgeries			Page 6

4.	Opening Times           						Page7

5.	Ann Willson Chair of Patient Participation Group	Page 6

6.	DES Components & Key Priorities				Page 9

7.	Patient Comments on Surveys   				Page 10

8.	Friends & Family Test						Page15   

9.	Recruitment							Page 16

10.	Demographics 							Page 17

11.	Appendix 1  Appointments					Page 18

12.	Appendix 2 AGM Invite					Page 19

13.	Appendix 3	Practice Action Plan				Page 20

14.	Appendix 4 Training Session					Page 21

15.	Appendix 5	Diabetes Questionnaire				page 22

Wrafton House
Introduction

Patient  Participation Group  (PRG) DES Report
This is year 4, the final year of the DES.  At the outset, the  key objective of the DES was to ensure that patients are involved in decisions about the range and quality of services provided by the practice.
Access to General Practitioner services can have many dimensions.  However, the relevance and importance of these can and will vary between practices and their particular patient demographics.  Wrafton House operates an open list and is happy to accept new patients.

As reported previously,  at the start of this three year Direct Enhanced Service, (DES), Wrafton House had had a very active and supportive Patient Participation Group for twenty  years  but we were very keen to actively encourage a Patient Reference Group which we hoped would  include a much wider variety of patients who might not have had as much time as some members of our PPG.  Although every patient registered at the practice is automatically a member of the Patient Participation Group, we have ?? committee members and ??? who contribute in other ways. We will continue to invite PRG members and send them newsletters with the hope that in time they may become more involved with the PPG. 

The General Practice Assessment Questionnaire (GPAQ). GPAQ is a patient questionnaire which was developed at the National Primary Care Research and Development Centre at The University of Manchester for the 2003 GP contract. Building on several years of development and testing, GPAQ helps practices find out what patients think about their care. It specifically focuses on aspects of general practice that are not covered elsewhere in the Quality and Outcomes Framework - for example, access, inter-personal aspects of care and continuity of care. (www.gpaq.co.uk) 
After discussion with the partners in the practice,  it was once again agreed to  use the GPAQ Questionnaire Version 3.  By using the same questionnaire it is much easier to compare the results to previous years and to present the findings to staff and doctors at an in house training session. CMI Publishing were chosen to analyse the results again for this year and produce the reports for both Wrafton House and our Branch Surgery in Northdwn Road. This ensures continuity.

The questionnaires were handed to all patients who had doctors appointments booked during a two week period in June 2014. This year we once again made the decision to hold the survey in June which would make the results like for like.
As you can see from the results no marked changes were apparent. 

These appointments were both routine and advanced access appointments (same day). Wrafton House and Northdown Road surgeries were both involved in the survey.  

As the questionnaires were given to all patients who attended for appointments during the two week period we feel that it would be fair to presume that the breakdown in ethnicity and demographics would be a fair and accurate representation of our practice population. This is confirmed by the analysis below. The number of questionnaires given out was 360 at Wrafton House and 100 at our branch surgery. The number completed and handed back was 234 for Wrafton House and 93 for our branch surgery. This number far exceeds the required number of 250. It was also a greater number  than in previous years

PATIENT SURVEY STATISTICS

Ethnicity of Patients Filling in Questionnaires
GPAQ V2 
National benchmarks	GPAQ V3 
	GPAQ V3
Our practice results	PRG Profile	
%white	87%	88.6%	74%	
%Asian/Asian British	5%	4.5%	7%	
%Black/Black British	2%	2.3%	8%	
% Mixed	0%	1.1%		
% Chinese	1%	1.1%		
% Other Ethnic Group	2%	2.3%	10%	

Gender
GPAQ V2 
National benchmarks	GPAQ V3
	GPAQ V3
Our practice results	PRG Profile	
% female	64.7%	68.7%	66%	
% male	35.3%	31.3%	39%	

Long standing Health Condition
GPAQ V2 
National benchmarks	GPAQ V3 
	GPAQ V3
Our practice results	
% long standing health condition	51%	58.8%	

Employment
GPAQ V2 
National benchmarks	GPAQ V3 
	GPAQ V3
Our practice results	
% employed	48.5%	38.1%	
% unemployed	4.2%	5%	
% in full time education	4.1%	6.5%	
% unable to work/long term sickness	6.6%	9.2%	
% looking after home/family	7.6%	5%	
% retired	26.4%	33.%7	
% other	2.6%	2.5%	

Short  Summary of results combining both surgeries

2015 (2014)
 97% (98%)  of our patients found our receptionists helpful or fairly helpful

58%  (67%)  found it easy or fairly easy to get through on the phone

61%  (69%)  said if they needed they could get an appointment on the same day

76% (80%)  say the practice is open at convenient times

96%  (96%) had total confidence in their GP

88%  (91%)  say their experience of our surgeries is good, very good or excellent.

80%  (95%) would recommend us to someone who had just moved into the area

Comparing the results above for (2014) and 2015:

It was disappointing to see that overall the results had declined but that the patients still had every confidence in their GP which stayed at 96%.

One of our priorities last year was to try and alleviate some of the problems which patients were experiencing getting through on the telephone. We now have  three receptionists taking telephone calls and dealing with the front desk at the busiest period first thing in the morning.  The number of patients using the on line appointment booking and ordering of repeat medication is slowly increasing.

Opening Times

Surgery opening times are as follows:

Wrafton House 
You can telephone the surgery  between  8.00 a.m.  – 6.30 p.m.
The surgery is open between 8.30 a.m. – 6.00 p.m.

Extended Hours  3rd  Saturday each month 8.30 a.m. -11.0 a.m.  and 
Monday evenings 6.30 p.m.  – 9.00 p.m. except for the Monday prior to the Saturday opening.

When closed Herts Urgent Care covers emergencies

Telephone  Number 111

This Number can also be used during the day for advice on health matters.

Northdown Road
The surgery is open Monday – Friday mornings 8.30 a.m. -12.30 p.m.
Monday, Wednesday and Friday evenings 3.30 p.m.  – 6.00 p.m.

When closed the telephones are answered by Wrafton House reception staff.

On receipt of the reports, this year, Dr Dunseath  analysed the results and these results were presented to all members of the staff  at our in house training session on Tuesday 25th  November 2014.

Then on Tuesday 13th January Dr Dunseath presented the findings to the Committee members of our Patient Participation Group Committee.  Although he outlined that in most areas we have decreased in the patient satisfaction scores, all of the group wanted to express that they felt that all of our staff and doctors work extremely hard and that they were all 100% satisfied with the practice.

The Survey Results were discussed at the PPG Committee Meeting 
on 13th January  2014 held at Wrafton House.

Extract from the minutes of the Patient Participation Group Committee Meeting held at Wrafton House on Tuesday 13th January  2014.

1.	Patient Survey Analysis: Dr Dunseath did a presentation  on the results of the  patient survey, which was done in June last year.  Although the results show a slight decrease in patient satisfaction,  on the whole the results are favourable. The Committee expressed their satisfaction with the practice and said that they could not fault it. They praised all of the staff and doctors.

DES COMPONENTS

1.	The Patient Reference Group (PRG)  was established in 2012 but it  is disappointing that members do  not respond  to being asked to comment on the results of the patient surveys or to invites to the Annual General Meeting which is held in June each year.  Only one person replied sending their apologies. We will continue to invite the PRG members and would be delighted if any of them could attend.

2.	The Patient Participation Group have regular committee meetings which are attended by Dr Dunseath, the Practice Manager and the Reception Manager. 

KEY PRIORITIES

As a result of feedback, comments from our survey and discussions with the Patient Participation Group, the following key priorities were implemented.

1.	Use of the internet for on line booking of appointments, cancelling of appointments and ordering repeat prescriptions. 

2.	 An extra receptionist is being used first thing each morning to help with the telephones and the desk. This enables more patients to get through on the telephone.

3.	An Automatic Check in which will free up the reception staff so that telephones and patients at the desk can be assisted in a timely manner.

We will continue to monitor our patient experience with the analysis of our annual GPAQ surveys. 

The Wrafton House Patient Participation Group are members of the National Association for Patient Participation and a Registered  Charity (Number 1063522/0)

The Annual General Meeting will be held on Thursday 7th June 2015.  We will be inviting all members of the  Patient Participation Group  and the  members of Patient Reference Group  to attend this event.  This year we will be inviting a speaker  from Health Walks or  Health Watch to address the group.

See Appendix 4

Patient GPAQ Survey 2013
Patient Comments

Comments on Patient Surveys June  2014

Dr Kelley

It is veeery (sic) difficult to speak to a doctor on the phone.  Busy line.  There is so frustrating to be seen by so many different doctors because you can’t see a particular doctor when you need, the doctor you feel at ease with and have established a good rapport with. Some of the doctors seem to not understand and listen to you which increases your stress and make you feel sicker than you are!
When the doctor said I like to see you in week time you can’t see her or him because the reception computer only go for three days.
I am always very happy with seeing Dr Kelley.
It is often very hard to get through to book same day appointments and speak to a doctor on the telephone line.  As to Q26 if I need a same day appointment as there are no bookable appointment for a week the only options are in the morning however I work mornings late afternoons are better. It isn’t usually an emergency but I’d need to see a GP in a week or so and options then are so limited it’s same day mornings or weeks away.
Absolutely brilliant.
When calling in the morning  for an emergency appointment (because otherwise I normally can’t get an appointment ) I find the receptionists rude sometimes and they shouldn’t be asking what my reason is for seeing the doctor.
Not able to get through on the telephone
Very good
Dr Kelley is a very good and understanding GP
Appointment in first and last hours of day should be given to people in full time employment to allow min time away from work
Overall a good surgery – receptionists usually helpful although one older lady has a tendency to crossness! Nurses all excellent. Doctors usually good but Dr Kelley can e hot and cold – it depends on her mood which can sometimes be upsetting when you’re feeling low.
Why would I give a truthful opinion, when it is so easy to see who I am and therefore I might be treated differently. I have therefore filled this in before seeing my GP. I certainly do not want my care to be judged on the administration staff understanding.
Trying to get through on the phone can be a nightmare. Think someone should be employed to answer the phone. Would be more helpful to patient.
Better phone service needed, telling everyone to call after 8.30 or 2.00 leads to constant engaged tone – took me 60 attempts this morning to get through

Dr Jain

Quite satisfied
This is the first time I have seen this doctor and she was lovely.
I have been using the practice for many years and I am very happy with it.  All staff are most helpful.  Thank you.
Running behind so bit rushed. Nice calm doctor good with my young son.
I understand when I book an emergency appointment having to wait up to an hour to be seen. When you book an appointment in advance I don’t think waiting up to half an hour is good. Lovely doctor I saw. She was very helpful
Telephone surgery is always hard to get through to. I have tried for four days before to try and get through. Then just had to book an appointment.
Mt GP retired some time ago and so don’t actually have a named GP. This surgery used to be good but they now treat you as a nobody.
Dr Shah is one of the very good GP I would say I’m confident to recommend to friends and relatives.  Thank you
I can never get through in the telephone to make an appointment.( Have to wait a long time)
Very good mustn’t lose her This (Northdown Road)  has been my family GP Practice since 1971, myself being 24 at the time (43 years)
I think it is very hard to get to see a lady doctor.  I had to wait for over a week. She said to come and see her if my condition  continues but will I be able to get a quick appointment for her. (Idon’t think so)  South Hatfield receptionist is the best lady to get what you want. Not Wrafton House.

Dr Shah
I trust Dr Shah to provide me with professional compassionate treatment. He is always friendly, polite and takes time to ensure I fully understand.
I have always attended Wrafton House surgery since I was a child.  I like to see the same doctor whenever possible to maintain a rapport and relationship.  It is good to be greeted by someone who recognises me when I go through the surgery door. The nurses are also very good esp. Margaret. I find Ruth on the reception dies very difficult – short tempered obstructive and unhelpful.
Polite succinct and appears to listen. I think that your frontline staff are under constant pressure from telephone enquiries and D/W patients face to face.  They appear to cope well and are unfailingly polite and helpful in all my dealings with them.  Doctors may face similar pressures and called upon to make difficult and sometimes life changing decisions but as we know they are well remunerated.
My main problem is that the doctors are always running late.  I expect to be seen within 10 mins of the time of my appointment.
Haven’t been for a while. It used to be VERY difficult to get an appointment. People ignore the warnings about using mobile phones in the surgery – not enforced enough. Noise from people talking gets too much sometimes
Very friendly
Dr Shah was extremely helpful and cooperative ion discussing my help. Did not rush me and listened when I spoke ………and I speak a lot!
Not much to complain about but I’d appreciate some improvements
I have every confidence in Dr Shah. He is my preferred doctor for all health issues. I found him to be the most helpful of the Dr’s here. Todays visit was very efficient. I saw the Dr 3 mins after my appointment time which is exemplary.  I was also given additional information regarding my treatment and my condition. Excellent service.
I would like it to back to the future  appointments to go back to 2 weeks instead of a week.
He seemed very friendly and knowledgeable  Generally staff and doctors/nurses are lovely.  The biggest issue is getting an appointment; when I find a doctor who understands my health issue I want to see them again as they are rare, but this has proved virtually impossible so far.  I know the NHS are cutting back but ideally there would be more Drs and nurses available to lessen the pressure on the current staff.

Dr Dunseath

You need another receptionist like LIZ. LIZ very polite face to face and on the phone
He was very understanding helpful and informative
Feel that receptionists are overworked not enough GP’s to cope with number of patients.
Very pleased that Dr Dunseath is a member of the practice
Q41  The practice seems to have enough patients already judging by how crowded the waiting area can be and the delay for an appointment
Q15 When phoning the line seems to be continually engaged
Overall good. Room for improvement
Some members of the reception staff are very miserable and rude, trying to get through on the phone is a joke and as long as your not dying or seriously ill then having to wait over a week for an appointment is fine!!!

Dr Noor

Very busy surgery
Would be good if it is open till late hours Sat/Sun
Excellent service from reception to Drs very friendly and helpful.
Given questionnaire form when arrived but receptionist didn’t book us in – I fell this is unacceptable. At first thought the doctor   was running late – doctor apologised. However, it wasn’t her fault. Being a new patient to the surgery, not happy with the waiting time. I arrived slightly early to ensure my child was seen on time but noticed 2 ladies went in before us and they arrived after. Not happy!!
I found Dr Noor to be friendly, easy to talk to and reassuring.
First class Thanks for all of your help Thanks Mr Nye
Receptionist very polite. Please bring back Dr Chandarana he was a great doctor and always had time to talk about your problems and made me feel comfortable
Dr was extremely unhelpful towards my daughter’s problems, although it took some time for me to convince her to see a doctor, she was seriously let down and won’t return. The problem remains unresolved.
I fell that there are too many patients on your book so it is so hard to get an appointment as there are a lot of foreign patients

Dr Kleinberg
Very nice, the first time I’ve felt at ease with a doctor at this surgery for a very long time.
Q41  Not from my experience but from a family member who came with a cancerous tumour and was dismissed but died 3 weeks later.  I refuse to see this doctor but am now sceptical of any visits I make to this surgery.
Car parking poor
Re booking appointment – poor
Spend ages on home phone trying to book appointments, always told to ring back as none on the computer screen
Mess up prescriptions constantly
When we require a same day emergency appointment there rarely seem to be any appointments available even when telephoning at 8.30am on the day.
When requiring a routine appointment you have to call back a week later to book as nothing available then you have to wait a further two weeks to be seen!  Too many patients and not enough appointments.
Apart from obtaining an appointment, staff, doctors, and nurses are all very welcoming and we receive an excellent service from everyone. The surgery is just too busy.
I find it hard to get through on the telephone in the morning (easier in afternoon)  When I have an emergency appointment I quite often have to wait 30 minutes – 1 hour after my given appointment time BUT I do not mind as I have called that morning and am happy that I am able to see a doctor when I am unwell.
Only got appointment at the fourth attempt
My experience this last time to see a doctor was not good. At my last visit over 1 month ago Doc asked to return in 2 weeks. It has been over a month and after 6 phone calls I have at last seen my doc. Told the system was changing etc not happy.
Overall an excellent service Just wish it was easier to get through on the phone
Very helpful and efficient. Will request to see her next time
Getting through for same day appointments is very difficult, took 86 calls – maybe on line appointments/more receptionists
Check in at reception is too long as receptionists have to answer calls – maybe have a computerised check in to save the time of both patients and receptionists.
Really lovely doctor.  Had previous rudeness from a past receptionist. Sue lovely – Marian lovely
It needs more than one phone line I can never get to speak to reception until I have tried for 25-40 minutes
Unable to fill in this form as only just joined the practice

Northdown Road

The same issues that every practice seems to have these days – doctors are good when you get to see them, which is a battle with the system
I prefer to insist on appointment between 8.30 am to 11.30 am due to work commitments
Excellent first impression of new doctor to practice  (SK)
Would appreciate an earlier appointment because being late is causing problems at work
Always been satisfied
The reason we are so pleased with our doctors is wholly due to the two receptionists, Sheila and Beryle. They are at all times polite, caring and helpful.  I am certain the situation will change completely when they retire.
V good at seeing me at last minute if needs be
I have been with this North Down surgery for 58 years, I have first class care all the time.
Excellent
You can always get to see a doctor or nurse when you require to. Both are normally friendly and polite and helpful.
Northdown surgery always the best
He  has given me help regarding pain by suggesting other medication (PD)  Usually a patient at Wrafton house.  I had a Dr Jain for  a sometime. Was told I had gastric flu for 11.5 months. Finally I took myself off to the QE11 where I found I had Blocked Bile Duct and yellow jaundice – so never mention her name MISDIAGNOSED for a year.
He is so approachable and talk clearly (PD)
A doctor you can listen to and understand and listens to you (AS)
Receptionists first class. Always a welcome and a smile.  Never had any problems with doctors. Thank you.
Good guy
Very friendly and informative )ne of the best we have been to, always helpful and ready to give you time.
I find that the practice is very good and staff are very helpful.
Highly recommended Dr Chandarana, Dr Dunseath and Sheila (receptionist)
Very good service and excellent receptionist at North Down Surgery
Excellent general practice. Always willing to help. Very Happy. (only trouble is making an appointment by phone always very busy)
Professional informative opening hours and getting appointment at a time that doesn’t disrupt my employment
Very sorry to lose Dr Constable. Hope is us very happy and relaxed
I have only seen Dr Constable, Dr Noor and Dr Kelley

Friends and Family Test

This  is a new Department of Health initiative to collect data as to whether or not patients would recommend our services to their friends and families.

In an age where all services are routinely monitored, we so far we have been encouraged by the very positive feedback of our patients.  
The results are as follows:-

Friends and Family Data January and February 2015
 	Extremely likely	Likely	Neither likely nor unlikely	Unlikely	Don't know	Total					
Handwritten	44	45	7	2	1	99					
Telephone call	 	 	 	 	 	 					
Tablet/kiosk	 	 	 	 	 	 					
SMS/Text message	 	 	 	 	 	 					
Smartphone app or online	 	 	 	 	 	 					
Other	 	 	 	 	 	 					
 	 	 	 	 	 	 					
TOTAL	44	45	7	2	1	99					
 	 	 	 	 	 	 					
Response category	44	45	7	2	1	 					
 	Extremely likely	Likely	Neither likely nor unlikely	Unlikely	Don't know	 				 	

Collection method	 	 	 	 	 	 					
Handwritten	Telephone call	Table/Kiosk	SMS/Text message	Smartphone app or online	Other	 					
 	 	 	 	 	 	 					
99	0	0	0	0	0	 					

											

RECRUITMENT OF THE PATIENT REFERENCE GROUP

Wrafton House continues to actively recruit new members.  It is a regular feature on our newsletter and letters are given out to patients from time to time. One member was recruited to our PPG after writing a negative comment on the NHS Choices website. 

Tea & Chat  Sessions

These sessions were started in order to engage with elderly and lonely patients in our practice.  Research also shows that when elderly people become isolated and lonely their health starts to fail.  

The first session was held just before Christmas and was a great success. Committee members of our Patient Participation Group helped with serving tea, cakes and seasonal mince pies.  Judith Kitch, from AGEUK GP Link Service, came along to advise on the areas in which Age UK can often help the elderly and lonely. Their help can be either emotional or financial support.  

The next session is to be held on Wednesday 4th March at 2.00 pm again for any of our elderly and lonely patients.  We are hoping that another of  the AGEUK GP Link volunteers will again be able to come along as well. 

Although we do not expect these patients to actively become involved with our PPG we will welcome any of their ideas to enhance the patient experience at Wrafton House.

Carers

Gayna Wright, our Reception Manager is now the “Carers Champion” for Wrafton House.  She and her team of receptionists are actively looking to  support any unidentified carers.  Often carers neglect their own health as they are so busy caring for a family member.  Carers in Herts can offer support in a variety of ways from practical or emotional support. Activities are arranged for time away from their daily routine of caring.

Patient Reference Group     (Demographics)
Profile of Members

73 Female  			47   Male		=  120

White British	3	2.5%	
British Mixed	87	72.5%	
Other White	3	2.5%	
Refused/not stated	9	7.5%	
African	5	4.2%	
Asian Pakistani	1	.8%	
Other Black	3	2.5%	
Other Asian	1	.8%	
British Pakistani	1	.8%	
White Asian	1	.8%	
British Pakistani	1	.8%	
White Black African	1	.8%	
Not Known	1	.8%	
White Carribean	1	.8%	
Indian British	1	.8%	
Indian English	1	.8%	
			
Total	120		

Age Group of Patient Reference Group (PRG)

	Under 20	20-29	30-39	40-49	50+	Totals		
Male	2	2	5	9	29	47	39%	
Female	1	9	15	11	37	73	61%	
								
Totals	3	11	20	20	66	120		
%	2.5%	9.1%	16.7%	16.7%	55%			

Age Group of Practice Population

	Under 20	20-29	30-39	40-49	50+	Totals		
Male	1189	594	686	712	1423	4603	49%	
Female	1125	661	675	638	1578	4678	51%	
								
Totals	2314	1255	1361	1350	3001	9281		
%	24.9	13.5	14.7	14.5	32.4			

Appendix 1
Appointment Explanation
Wrafton House

Appointments

Routine Appointments - For the doctor of your choice: please book in advance. 
If booking by telephone, please ring between 11.00am-3.00pm when the telephone lines are quieter. Telephone number  01707 265454

Advanced Access (same-day) Appointments - to see a doctor: please telephone between  8.30-11.00 am for these morning appointments. If the demand is very high for these appointments the receptionist will take your telephone number so that a doctor can ring you back to discuss your problem.

Urgent Evening Appointments - With the duty doctor for urgent problems arising after lunchtime that cannot wait until the next morning: please telephone between 2.00-4.00pm. The duty doctor may ring you back to discuss your problem.  

Telephone Surgeries – These appointments are available every day for 30 minutes. The morning surgery is either 8.30 – 9.00 or 9.00 – 9.30 a.m. (please check at reception for morning times as they vary with different doctors) and every evening 4.00 – 4.30 p.m.  The telephone number for this service is 01707 278426. The call is directed straight to the duty doctor but we cannot guarantee everyone who tries will get through. At other times of the day this number is unavailable.

Telephone Consultations – there are a limited number of these appointments each day and they need to be booked in advance through reception.

Extended Hours
Wrafton House is open the third Saturday of each month and on Monday evenings apart from the Monday prior to Saturday opening. We are open for prebookable appointments between the following times:

Monday evenings 6.30 – 9.00 p.m.
Saturday Mornings 8.30 – 11.00 a.m.

There is always one doctor and one practice nurse available however these appointments do need to be booked in advance.

Please also remember to cancel appointments if for any reason you cannot attend so that the appointment can be offered to another patient.

I hope this information clarifies the appointment system at
Wrafton House and by working together we can manage the extremely heavy demand for appointments each day.

Appendix 2

Invitation to the Patient Participation Group Annual General Meeting

The Friends of Wrafton House
(Patients Participation Group)
Wrafton House Surgery
9/11 Wellfield Road, Hatfield, Herts. A10 0BS
(Registered Charity No 1063522/0)
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 
Notice is hereby given that the 21st  Annual General Meeting of
‘The Friends of Wrafton House’
will be held on Thursday the 4th June 2015 (subject to change)
in the waiting room of the surgery, at 7pm
AGENDA
1.	Apologies for Absence.
2.	Minutes of the 19th Annual General Meeting.
3.	Matters arising therefrom not covered elsewhere.
4.	Chairman’s Report.
5.	Treasurer’s Report.
6.	Secretary’s Report.
7.	Election of Chairman, Treasurer, Secretary, and Committee Members.
8.	Appointment of Auditor.
9.	Any other business (to include any motion of which due notice has been given).

If any patient wishes to raise a point about the group and its activities, please put it in writing to our Honorary Secretary, Gayna Wright at Wrafton House.

Following the formalities of the Annual General Meeting, 

A Representative from Hertfordshire  Health Walks   will give a presentation on their services

Ann Willson. Chair
RSVP
Please let us know if you will be coming to allow for refreshments and seating
………………………………………………………………………………………
I will be able to attend the AGM on Thursday 4th June 2015 at 7.00p.m.

Full Name ……………………………………    Address …………………………… 

Appendix 3

Practice Action Plan 2015/2016

1.	To continue to monitor as at present the number of routine appointments available each day in the practice.

2.	To ensure enough staff are available to answer the telephones during the busy early morning period.

3.	To complete the annual patient survey using the General Practice Assessment Questionnaire (GPAQ)

4.	To actively recruit new members of the Patient Participation Group (PPG) and the Patient Reference Group (PRG)

5.	Automatic Patient Check in to be purchased 

6.	Clinical flooring in all consulting rooms to Care Quality Commission standard.

7.	Purchase a new  Patient Information Screen and Patient Calling System in the waiting room

8.	Purchase a defibrillator for use in an emergency

After being declared compliant in the following outcomes during our 
CQC Inspection on 6th February 2014,

Outcome 1 – Respecting and involving people who use services
Outcome 8 -  Cleanliness and infection control
Outcome 14 - 	Supporting workers
Outcome 16 – Assessing and monitoring the quality of service provision

Wrafton House will continue to keep up the high standards achieved by the  Primary Health Care Team.

Appendix 4
In House TARGET Training Session for Doctors and Staff

In House TARGET

     Tuesday 24th November 2014

        12.30 – 1.00 p.m.  	Lunch

1.00– 2.00 p.m.

Patient Survey Analysis – Dr  Philip Dunseath

 
Appendix 5

Sample of Questionnaire to be sent to all of our Diabetic patients 
Wrafton House

Diabetic Patient Survey 

Q1. Where do you go for your diabetes check-up, where your test results and treatment are reviewed? This check-up is sometimes known as an ‘annual review’ though some people have more or less than one every year. 
(Please tick one box only)

1. 􀂆 My doctor’s surgery 
2. 􀂆 The hospital clinic 
3. 􀂆 Somewhere else, please state _______________________________________
4. 􀂆 It varies 
5. 􀂆 I have never had a diabetes check-up 
6. 􀂆 I don’t know 

Q2. In the last 12 months how many times have you had a diabetes check-up 
(where your test results and treatment are reviewed)?
1. 􀂆 None
2. 􀂆 Once
3. 􀂆 Twice
4. 􀂆 Three or more times
5. 􀂆 I don’t know

Q3. Thinking about the last 12 months, for each statement please place a tick in the box that you most agree with most?

	Always	Most of the time	Some of the time	Rarely	Not at all	
I was able discuss my ideas about the best way to manage my diabetes.						
I was given the chance to discuss possible different medications.						
I was able to discuss my goals in caring for my diabetes.						
I was given personal advice about the kinds of food to eat.						
I was given personal advice about my levels of physical activity.						
We agreed when my next appointment would be.						
We agreed a plan to manage my diabetes over the next 12 months.						

Q4. In the last 12 months, have you had any of the following tests? 

	Yes	No	Don’t know	
A special blood test to look at your long-term or ‘average’ blood glucose level. This test is called HbA1c, and is taken by a doctor or nurse.				
Your blood pressure taken by a doctor or nurse.				
A cholesterol test by a doctor or nurse.				
An eye test where a photograph of the back of your eyes was taken.				
Your bare feet were examined.				
You have talked to a dietician.				
You have had your weight checked by a doctor or nurse.				

Q5. How much have you been involved as much as you wanted in decisions about the care and treatment you have received from your diabetes medical advisors?

1.  I have been very involved 
2.  I was involved as much as I wanted to be
3.  I wanted to be a bit more involved
4. 􀂆 I wanted to be a lot more involved
5.  Not very involved

Thank you for completing this questionnaire
Please return it to reception of the surgery you usually attend