Patient Participation Group
Dr Lynch’s and Dr Ratcliffe
Grove House Surgery & Chickenley Medical Centre
Terms of Reference
The practice has an established patient group which is widely advertised by displaying posters and including the question on new patient registration forms. GP’s, Nurses and other members of staff speak to patients to see if they would be interested in being involved with the group. Everyone interested is offered a questionnaire to complete and email addresses taken and recorded for further contact. This is an ongoing process and we accept new patient all the time.
If interested please contact the Practice Manager on 01924 476363 for more details. You can also find further information in our downloads section.
- The purpose of the Patient Participation Group is to establish communication between the practice and registered patients.
- for patients to be involved in development of the surgery
- to provide feedback on patient concerns and interests.
- membership is voluntary and open to all registered patients
- The practice Manager will liaise with the group via email.
- it was agreed that the group would be a virtual group to prevent the need to attend meetings and thus encourage more patients to participate.
Dr Lynch’s and Dr Ratcliffe, Local Patient Participation Group
- the survey questions were discussed in practice to get a first draft taking into consideration the National survey results
- the survey was printed on one A4 page so the patient would not feel it to overwhelming and be able to complete while in surgery.
- 200 surveys were distributed and returned during normal surgery hours for a 2 week period.
- the results of the survey were counted, once all surveys counted percentages were calculated.
- The results show no major issues but some areas can be discussed within the virtual group
Comments from patient survey
- 90% of patients surveyed think it easy to get through on the phones.
- 47% of patients stated that the phone was answered immediately, with 42% saying they had to wait a short time.
- 91% of patients state their call was answered within 3 – 9 rings. (56% stating that it was within 3 rings).
- 61% of calls taken in the practice occur between 08:30 – 12:30hrs.
- 86% of patients are happy with the opening times.
- 71% of the patients surveyed were British/English/Scottish/Welsh/Irish or other white background.
- 75% of patients would recommend the practice to friends and family.
- 70% of patients surveyed are satisfied with the Practice Team, 19% fairly satisfied (89%).
- 68% of patients do not want to have a say in the way services are delivered within the practice
There are no major issues and the survey did show improvement in several areas. There are some areas that can be discussed with the virtual group. Action Plan
|SERIAL||ISSUE||ACTION REQUIRED||LEAD||TO BE COMPLETED BY|
|01||Increase Access||Review opening hours; open earlier and longer||DB||Aug 17|
|02||Online Services. Raise awareness||Info campaign regarding online services – newsletter, noticeboards, scripts||KF|
|03||Communication. Patient not aware of the services we provide or our opening times.||Info campaign – newsletter, patient registration pack, noticeboards, website
Information in other languages
The survey covered access and opening times,
- The surgery is open
Tuesday, Wednesday, Thursday and Friday 8am-6.30pm
- The telephones are answered
Mon, Tues, Weds, Thurs and Friday 8am-6.30pm
Feedback from PPG Virtual Group
- The group members were pleased with the percentage of improvements from last year.
- During this last year training for administration staff has been funded by commissioners. All staff have been offered external training.
- Opening hours of the surgery are constantly being monitored and altered where necessary.
Availability of Information
- The report can be read at the surgery.
- The virtual group members have been sent a copy of the report.
- A notice board will display areas highlighted in the report with results of the survey
We happily register new patients. Please ask at reception. All patients may see the doctor of their choice, not just the one they are registered with. The practice also uses locums so you may be offered an appointment with one of these.
It is advisable to call the surgery to check that you live within the practice catchment area.
How to register:
Please bring your medical card along to the surgery and hand it to reception. If you do not have a card, don't worry. Provided you are residing within our Practice area and we are accepting new patients, you will be asked to complete a registration form.
Simply fill in Form GMS1("Family Doctor Services Registration") which is available at the reception. (If you wish, you may also choose to fill in an Organ Donor Registration form).
You can download these forms on-line by clicking on the following links. These documents are in PDF format. You may need to download and install a free application called "Adobe Reader" to open these files.
- Download the Permanent Patient Registration form
- Download the Temporary Resident Registration form
- Download the Out Of Area Patients Registration form
- Download the Out Of Area Patients Information Sheet
You will be asked to to complete New Patient information sheet when registering. This is a standard form that gives us a chance to get some basic information (family medical history etc) onto our clinical computer system.. These need to be downloaded with Reg form GMS1.
(Additional forms to be downloaded to be included here)