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.

Objectives

  • 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

  • membership is voluntary and open to all registered patients
  • The practice Manager will liaise with the group via email.

Quorum

  • 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.

Patient Participation Group Handbook

Patient Participation Group Constitution

Patient Participation Group – Minutes Of Meetings

Patient Participation  Group – Action Plan

Dr Lynch’s and Dr Ratcliffe, Local Patient Participation Group

Survey

  • 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

SERIALISSUEACTION REQUIREDLEADTO BE COMPLETED BY
01Increase AccessReview opening hours; open earlier and longerDBAug 17
02Online Services.  Raise awarenessInfo campaign regarding online services – newsletter, noticeboards, scriptsKF 
03Communication. Patient not aware of the services we provide or our opening times. Info campaign – newsletter, patient registration pack, noticeboards, websiteInformation in other languagesDB 

The survey covered access and opening times,

  • The surgery is openMonday  8am-8pm    
    Tuesday, Wednesday, Thursday and Friday   8am-6.30pm
  • The telephones are answeredMon, 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