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AnnualReport for the Patient Participation Group 2013-2014

Our practice registered population is currently numbering 9720

The breakdown of gender and age is as follows

Age range

Male

Female

Total

0-65

3497

3440

6937

66-75

664

676

1340

76+

591

852

1443

Total

4752

4968

9720

 

Ethnicity

White British

British or Mixed British

Other

Percentage of practice population

48

46

6

 

This table above demonstrates how homogeneous the practicepopulation is. This makes it very difficult to recruit PPG members from anythingother than a British background.

Accounting for this very narrow spread of ethnicity in thepractice population, our PPG is representative in terms of gender and agespread as shown below:

Male

Female

45%

55%

 

Age group

Numbers

25-34

1

35-44

1

45-54

4

55-64

6

65-74

16

75+

16

 

Each year we advertise the PPG on our website and now on ourwaiting room screens asking if people wish to become involved. Ourunderstanding is that the PPG funding will end next year so we are currentlyworking out how best to take this forward.

Our PPG is a virtual group meaning we communicate via emailso unfortunately you are required to use email and the internet to take part.This is simply to allow our PPG to work alongside our other daily commitments.

As our practice is not very ethnically diverse, we havestruggled to recruit any minority groups. However, given the narrow demographicmake up of our patients, we feel the PPG is representative.

Based on previous years’ feedback from the PPG directly andyou the patients, we are pleased to report that we have made some major changesto our working practice and IT infrastructure at the surgery this year. We hopethese changes will translate into real improvements to the service that you,the patients, will benefit from.

We have adopted a different approach to previous years’involvement with the PPG as we felt you gave us a clear mandate for things youwanted done better in the last two years. So rather than ask you for more ideaswe thought we would work to improve those issues that you have alreadyhighlighted.

 


The following four items arose from our PPG discussions andsurveys and were contained in our report we published on the website this timelast year.

·         CarPark improvements

·         Patientinformation screens

·         mso-fareast-language:EN-GB">Patients desire to see a particular GP mso-fareast-language:EN-GB">

·         Telephoneanswering and access

We felt that we could achieve improvement for you in allfour of these areas and feedback from the PPG has been positive.

CarPark improvements

The car park improvements are something we have beenpursuing for you since the PPG started in 2011 and you told us you wanted it tobe better. We are pleased to announce that these improvements have now actuallyoccurred and I hope you are already seeing the benefits.

 

Patientinformation screens

The two patient information screens in the ground and firstfloor waiting rooms have now been running about twelve months. Over the lastsix months in particular they have really developed, proving useful for a numberof items including flu reminders and the survey taking place. We are reallypleased to have created this way of communicating with you, designed in houseby us, it offers us unlimited control over content and ultimate flexibility tomake changes whenever we need to as well as avoiding any unwanted content suchas adverts. We hope you feel better informed and closer to what is actuallyhappening behind the scenes as a result.

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mso-bidi-theme-font:minor-bidi;mso-ansi-language:EN-GB;mso-fareast-language:
EN-GB;mso-bidi-language:AR-SA">

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mso-fareast-language:EN-GB">Patients’ desire to see a particular GP & Telephone answering and access

A common theme over the last two years of the PPG has beenaccess to appointments and continuity of care as it is with most GP Practices.

With this in mind, and the ever increasing demand for GPservices, we redesigned our appointments system earlier this year. The resulthas now been up and running for over nine months and we think the majority ofyou really appreciate the level of access to a GP you now have. We haveadvertised the changes to the appointment system widely and invited commentsfrom patients via the Information Screens in reception. We are pleased toreport that comments from the PPG were very positive and from patients ingeneral too.

The new system has increased same day telephone access,wherever possible this is to the patient’s choice of GP.  As a result, we feel continuity has improved:you are more likely that a GP who knows you will take your call.

Our telephone number has been changed to a local numberafter agreement at a national level. We are pleased to have brought this intoeffect since last years’ PPG report.


Survey

We have now carried out a brief survey on-line and on paper inreception to more formally gain your feedback.

We did not have as many responses as we would have hoped soif you are reading this and did not get involved, please do give us feedback next time a survey takes place.

Half of you said you were not aware the appointment systemhad changed.

Of those of you who did know about the changes, there was aneven spread of the modes of communication across all four modes:  practice website, word of mouth, leaflet,waiting room screens – suggesting we should continue to use all four methods todisseminate information to you.

Unfortunately two thirds of you said you did not understandthe changes. This is in spite of us adding several pages of information aboutthis on the waiting room screens but you then answered almost unanimously thatyou would like this sort of information sent to you by email in future.

With this in mind, methods of communication with you will bean area that we will discuss with the PPG as a priority in the next twelvemonths.

On a positive note: 40% of you were satisfied with the new appointments system versus just15% who said they were not, the remainder feeling neither satisfied nordissatisfied. The numbers were almost identical for how you felt about the carpark changes.

71% of you felt the information screens were helpful andnone of you said unhelpful.

And 86% of you are happy with the local telephone number.

 

Goingforward…

This year patient feedback from both the PPG and feedbacksurvey has been less than previous years.

Clearly there is an appetite for email communication from patientsand the waiting room information screens are a great success. Despite this,however, we received just three responses from the PPG when asking about thechanges that have taken place this year and just fourteen responses from youfor the patients’ survey.

We think we could do better to get more of you involved.However, our understanding is that the PPG funding will stop from this April.Our priority for next year was to work with the PPG early in the year toencourage participation but we are currently rethinking this position given therapidly changing landscape in General Practice. None the less, thank you to allof you who have taken part until now. We look forward to seeing what 2014-15brings.



 
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