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Horsmans Place Patient Participation Group

Would you like to have a say about the services provided at Horsmans Place Surgery?

The Horsmans Place Patient Participation Group would like to welcome more members.

By providing your email details we can add them to a contact list that will mean we can contact you by email every now and again to ask you a question or two. Please click here and fill out this form click here to download the PRG invitation document and then email it to us here Alternatively, you can hand it in to reception next time you stop by the surgery. You will then be contacted in due course and invited to our next meeting.

Patient Participation Group Meeting 1st March 2019

Click here to view the minutes

Patient Participation Group Report 2014/15

Click here to download our 2014/15 Report (PDF, 535KB)

Patient Reference Group Annual Report

Horsmans Place Surgery Patient Participation Group 2013/2014

Profile of the members of the PRG

  • This year we started a ‘live’ group which consists of 11 patient volunteers.
  • 5 were female and 6 were male. This was pretty representative of our general population where it is almost a 50/50 split.
  • We have members ranging from 64 years of age to 91 years old but the main age group who signed up were between 73 and 80 years who constituted 54% of our group. This age range only constitutes 0.5% of our Practice Population. I would suggest that this age range is generally speaking the most ‘available’ to attend meetings of this kind, being retired. Although not representative from an age point of view, they do over represent some groups that would previously be in danger of being marginalised.
  • Just over 36% of our group have hearing impairment which is much higher than the proportion of recorded hearing impaired population within the Practice which stands at around 4.7% so this group is very well represented. Patient’s recorded as ‘disabled’ or wheelchair bound constitute 0.30% of the Practice Population, we have 1 disabled member [0.09%] not a wheelchair user but able to empathise with this section of the population.

Steps taken to ensure PRG was representative of our patients

We asked each doctor to approach a selection of patients, bearing in mind we need to get as balanced a group as possible. We also have a poster asking for volunteers and a section on our website that has information and a clickable link to a registration form. We also continue to hold a ‘virtual’ group of patients who have consented to us contacting them with surveys and local PRG events etc. This group is much more representative as we have built it up over the last three years from having the registration form added to the new patient registration pack, advertising within the surgery, both using posters and word of mouth, i.e. being approached by reception staff. This year we used this group for our survey as well as giving out the survey in-house.

Steps taken to determine and reach agreement on issues which had priority and were included in the local practice survey

We had our first ‘live’ meeting in December 2013 so this left little time to plan the survey in detail. Last year’s survey which pretty much mirrored the national GP surveys that have taken place over recent years was shown to the group along with the action plan from last year. It was agreed that we would use a similar survey and would if possible get one or two members of the PPG along to the surgery to assist patients in filling out the survey.

How did we obtain the views of our patients?

We emailed the virtual group the survey monkey link and we also placed this link onto our Practice Website. Because of the small PPG, we wanted any responses to be as representative as possible of our actual population and this is why we used the virtual group, the Practice website and we also gave out 200 paper copies within the Surgery. We had messages showing on our jayex machine and a poster in reception as well as individual receptionists encouraging patients to fill out the survey and give us their views.

How did we provide an opportunity for PRG to discuss contents of action plan?

We met again in February where the survey results were shared and a proposed action plan put out for discussion.

Action plan and reasons why certain proposals could not be implemented

Action Plan

  • Reception waiting room noticeboard area was felt to be too busy and untidy. PPG members have been invited to come into the Surgery at lunchtimes and re-organise the posters throughout the coming year.
  • We had a few comments about the lack of a handrail on both sides of patient stairwell to assist patients climbing the stairs. Handrails to be installed for both sides of the patient stairwell leading to consulting rooms upstairs. Quotes to be arranged. To be carried out within 2-months.
  • TV with news and health information in Reception area. Partners are currently looking at various options and quotations. To be purchased within the next six months.
  • Appointments: the appointment system is constantly being reviewed, patients can book appointments online but this really needs to be promoted. We plan to have a message advertising this service at the beginning of our telephone greeting. To be actioned within the next month. PM to obtain more marketing material, i.e. posters etc.
  • Telephones: the phones are extremely busy at peak times, i.e. 08.30 and 15.00. Currently three members of staff man the phones at 08.30am. Plan to increase staffing level to 4 members of staff answering phones during this busy period. We already offer a local number and the 0844 number is being phased out as we roll onto a queuing based system on our local number.
  • Lack of Privacy in Reception: It was decided to put up a notice that informs patients that they can ask at Reception if they wish to speak to a receptionist in private. We have also since the meeting decided to invest in a radio licence to play some light background music. We also plan to trial moving our enquiry desks out to the back office and our scanners out to the front.
  • Prescription turnaround: Plan to secure a dedicated ‘Prescriptions Clerk’ for 15 hours a week to ensure the Surgery fulfills its obligation to turnaround routine prescription requests within 3 – working days.
  • Parking – Unfortunately, the Practice has no control over parking in the area outside the Surgery as it belongs to Dartford Borough Council.
  • Huge number of ‘did not attends’: The Practice has decided to implement a policy of writing to patients who ‘dna’ 2 times or more within a six month period with a warning letter that if they further default on an appointment, they may be removed from the list. This is in an effort to prevent the huge waste of resources and this of course consequently puts further pressure on an already stressed appointment system.

Summary of evidence relating to findings

The Basis of the Proposals arising out of the local practice survey were:

83 virtual group members were emailed and 200 paper copies made available within the surgery. 17 of these responded.

15 patients responded via the Practice website. We received 38 responses back in paper form.

70 responded in total

3 email addresses bounced the message back

Summary of evidence related to findings:

  • 72% of patients would recommend the Surgery
  • Only 50% of our patients know that they can book online; 67% were not aware of our Practice leaflet and 34% not aware of our Practice website. 40% not aware of extended hours, 51% not aware of texts to confirm appointments and 51% not aware of electronic prescriptions
  • 69% felt they were treated with respect and courtesy, 71% felt satisfied with the quality of care received from doctors and 84% felt satisfied with the quality of care received from nurses. 40% felt they could access a doctor quickly.
  • Issues raised that required improvement: Privacy at Reception, Telephone Access, Renovating the waiting room and having more organised information on the walls.
  • Good comments on existing services: Receptionists are lovely/fantastic, the doctors are caring, the nurses are fantastic and deserve praise. The check in facility is quick and convenient. Good staff, nice to have blood tests done here.
  • Services wanted: being able to order repeat prescriptions online, self help groups, more health information advice/disease prevention.
  • Higher number of female responses at with males at 29%.
  • Reasonable spread of age range of patients, not many under 24 year olds.
  • 40% of respondents described themselves as having a chronic illness, with 64% having at least one repeat prescription. 31% had children under the age of 16 in their household and 6% were carers. 11% were or had another household member disabled.
  • 84% of patients were of white british or irish ethnicity, 4% as black or black british and 3% as white – other white background. Only 1% of respondents were of Asian ethnicity.

Action to be taken on issues and priorities set out in this report

All members of the PPG agreed the Action Plan – see action plan above for timelines and any areas that could not be actioned and why.

Opening Hours and methods of access throughout core hours

Opening hours:

Monday 0645 – 1200, 1500 - 1815

Tuesday 0815 – 1200, 1400 – 1815

Wednesday 0730 – 1200, 1400 – 1815

Thursday 0730 – 1200, 1400 – 2030

Friday 0815 – 1200, 1500 – 1815

Methods of obtaining access to service throughout core hours:

In person


Online appointment booking

Fax [for certain deaf patients]

Access under the Extended Hours Scheme

Yes, we offer early morning appointments on Monday, Wednesday and Thursday. We offer one light night clinic on a Thursday evening.

Local Services, Let
Local Services, Let