Patient Participation Group - Aims and Objectives

The main aim of a PPG is for patients to take an active part in trying to improve the service and experience in their own surgery.

The main purpose of the group is:

• To obtain on-going input from patients on the quality and range of services provided by the practice and the wider health service.

• To involve patients in the development of potential new services.

• To work in partnership with the practice to influence the design, shape and provision of health services in the local community.

• To review survey results with the practice to determine and agree possible changes and/or improvements to services.

The group will aim to meet four times a year, early evening, at the practice for  1.5 – 2 hours.  The Patient Participation Group has met formally several times, however, one of their main objectives is to still increase the number of patients attending from a broad range of ages and experience in order to reflect a truly representative patient base within the group.

In order to truly embrace the concept of the group being run by the patients, the Terms of Reference for the PPG will be created by the patients over the coming months.  As soon as these have been agreed, they will be published on this site for all to see and comment upon.

The latest minutes from our patient participation goup meeting will be published here shortly.

The success of the PPG will be attributable to the number of patients willing to take part and the amount of contribution they are willing to make.

If you are interested in becoming an active member of the Peter Street Patent Participation Group, or if you would like any further information then please call 01304 216890.

Patient Participation Group-End of year Report

2013-2014

year 3

Provide a description of the profile of the members of the PPG

ü       There are currently 11 active members in our Patient Participation Group. 4 males and 7 females

ü       The members ages range from 29 to 75 years old

ü       The group includes parents and grandparents, employed and retired, active members of local organisations and patients who have been or are on chronic disease registers.

ü       The group members professional  backgrounds include education, nursing, marketing and the civil service.

ü       The group is made up of patients from the White British ethnic group.

Detail the steps taken by the contractor to ensure that the PPG is representative of its registered patients and where a category of patients is not represented, the steps the contractor took in an attempt to engage that category.

ü       Peter Street Surgery has a list size of approximately 7555 patients.

ü       Approximately 25% are under 19, 50% are aged 19-50, 15% are 60-75, and 8% are over 75.

ü       52% are male and 48% are female

ü       12% of patients are obese, 13% are hypertensive

ü       24% of patients are on 2 or more chronic disease registers.

ü       37% of patients are on repeat medication

ü       We advertised for patients to join the PPG through our website, word of mouth and by producing a PPG notice board.

ü       We held a coffee morning in August to try to attract different members, we held the coffee morning during peak times during the surgery with the tag line “Have Your Say”.  The group did recruit 1 member through this advertising.

ü       There are 2 patients who will be joining the group at our next meeting.

ü       We are looking at expanding to having a “virtual PPG”, whereby members will be able to comment via email threads, which can then be discussed in the meetings and feedback virtually.

ü       While we tried to appeal to all of our patients, only certain members of our practice population elected to join our group.

ü       The group tried to hold meetings at different times of the day and on different days of the week to make the meetings more accessible to all patients.

Provide details of the steps taken to determine and reach agreement on the issues which had priority and were included in the local practice survey.

ü       The survey was discussed at a group meeting, looking at the survey from 2011-2012, a sub-group was then formed to manage the survey.

ü       Members of the sub-group looked at surveys from other PPG’s and other general surveys to find an appropriate format.

ü       Realistic aims were discussed, as was what was in the remit of the group to ensure that questions were relevant.

ü       It was agreed that we should discuss whether patients were generally happy with the service provided by Peter Street Surgery and if not, why not?

ü       We also wanted to find out if patients were aware of what services are offered at the surgery.

ü       The survey was produced by the sub-group and then presented to the main PRG, who discussed the format and the content as well as the best times to run the survey.

ü       A time frame of 1 month was agreed to run the survey.

Describe the manner in which the contractor sought to obtain the views of its registered patients

ü       Hard copies were made available to patients in the reception area of the surgery

ü       Members of the PPG agreed on a rota to come in to the waiting rooms and hand out the survey to patients in order to reach a greater demographic.

ü       Surveys were left in all of the waiting rooms.

ü       The survey was made available on the surgery website.

Detail the steps taken by the contractor to provide an opportunity for the PPG to discuss the contents of the action plan

ü       The data obtained was analysed by the surgery and presented to the group.

ü       The data was discussed by the subgroup, with key action points to take forward to the rest of the group for more discussion with a GP.

Provide details of the action plan, setting out how the findings or proposals arising out of the local practice survey

ü       Receptionists asking for too much information. Literature to be provided to educate patients on why receptionists need information in order to book appointments (to ensure appropriate care is received.)

ü       Continuity of Care Practice Manager to reiterate to GP’s that pre-book slips must be given to patients if they feel continuity of care is necessary (i.e. for patients with long term conditions). The Practice is to look at ways in which patients are allowed to book ahead with salaried GP’s and GP Partners.

ü       It is not easy to make an appointment. We are constantly researching methods and trying different systems to try to maximise the time that clinicians have to spend with patients.

ü       Generally, time in the waiting area is not enjoyable. We are going to arrange for a deep clean of the waiting rooms, tidy up the literature and improve notice boards, changing on a rotating basis so that patients have more to look at. We will look in to an entertainment license so that the radio can be played in the waiting rooms.

ü       Keeping patients informed if waiting time is delayed. The practice manager will look at technological equipment that will inform patients if waiting time is delayed. (television screen, new touch screen etc)  In the meantime a protocol will be produced and implemented that will ensure the receptionist informs patients if there is a delay of more than 15 minutes.

Provide a summary of the evidence, including any statistical evidence, relating to the findings or basis of proposals arising out of the local practice survey.

Confirm details of the action which the contractor,

i.                    and if relevant the PCT, intend to take as a consequence of discussions with the PPG in respect of the results, findings and proposals arising out of the local practice survey.

ii.                  Where it has participated in the scheme for the year, or any part thereof ending 31^st March 2013, has taken on issues and priorities as set out in the Local Patient Participation Report

In respect of the findings from the patient survey, Peter Street Surgery intends to:

ü       Produce a protocol to communicate with patients if a clinician is running late.

ü       Hold a “Health and Well Being Event” to educate patients on ways to stay healthy and improve patient participation.

ü       Continually look at methods to improve accessibility to patient appointments.

ü       Educate patients on the services provided at the surgery.

ü       Continue to provide a professional service.

Detail the opening hours of the practice premises and the method of obtaining access to services throughout the core hours.

ü       The practice is open from 08:30 to 18:00 Monday to Friday. We are closed for lunch between 13:00 and 14:00.

ü       The telephone lines are open from 08:00 to 18:30.

ü       A prescriptions clerk is available between 09:00 and 16:00.

ü       Patients can access our services via telephone, by coming in to the practice or faxing us. We offer some services through our website.

ü       In April some routine GP appointments will be available to book online.

ü       The surgery is closed for Protected Learning Time one afternoon every four weeks.