Patient Participation Group- Report 2012/13

The practice implemented the Patient Participation Group in 2011 to involve our patients in decisions and quality of services that we provide as a Practice.

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Profile of members of the Patient Participation group

The current number of members within the group is seven. We publish minutes of the meetings and survey results on our practice website that patients are able to access. We have a form for topics that patients can complete if there are items that a patient requests to be discussed at the patient participation group meetings; the patient will then receive feedback from the practice.
The patient participation group is a cross section of patients, with different age ranges and from different employment backgrounds.

Agree areas of priority with PPG for planned practice changes

Areas that were identified to be discussed as priority were the GP triage system to be introduced at our main site. This was identified by last year’s survey results that are published on our website.
We created and agreed as a group a patient survey, for this year, this was regarding access to the nursing team and availability of nurse’s appointments within the surgery. This was requested by a patient.

Collate patient views through the use of a survey

We had survey equipment within our waiting area of the practice from 1st February to 17th February 2013. Members of the group volunteered to assist with this survey by using the portable equipment and speaking to patients. The survey which is attached contained 12 questions in total.
242 patients participated with the survey and gave their comments.
NHS Rotherham collated data and produced the survey results.
Discussions regarding the results took place at our meeting on Friday 15th March 2013.

The survey results can be found on the practice website.
www.highstsurgery.co.uk

Provide PPG with the opportunity to discuss the survey finding and reach an agreement with the PPG on changes to services

The practice forwarded a copy of the survey results/ graphs to all members of the group prior to the meeting on Friday 15th March 2013.
The survey results were discussed and feedback was received from the group.
The findings were encouraging showing that patients could either book an appointment with the nurse either the same day or within 48 hours, and they could pre-book appointments in advance.
It also showed that some patients were unaware that they could speak to a  nurse every morning on the telephone.
Overall patients seemed happy with the access and how quickly they could get a nurses appointment.
One of the questions we asked on the survey was whether patients would recommend us to Family and Friend’s?
We had 89% say that they would, we received nine responses in free text that we are looking into, going forward.

Agree an action plan with the PPG and seek PPG agreement to implementing changes.

The Practice unfortunately was unable to implement the Dr. Triage system in October 2012 as we planned to do, this was due to the installation of a new computer system and long term case management work. However we are looking to implement this in the near future. 
Information regarding speaking to nurses to be displayed more noticeably so all patients are aware, Jayex board and Notice board.
Even though we do not have a high DNA rate for appointments, we are discussing implementing SMS messaging services to remind patients of their appointments.

Publicise Actions taken and subsequent achievements

Information is available on the practice website www.highstsurgery.co.uk. and the Practice notice board.
All members of the Patient participation group will be sent a copy of the report.
A copy of the report will be placed in the waiting room.

Details of the Practice opening hours and how patients can access services during core hours.

Patients can access the surgery premises at our Rawmarsh surgery from 7.00am -6.00pm on a Monday, Thursday and Friday
By telephone at our Rawmarsh surgery from 8.00am -6.30pm (Core hours)
Patients can access the surgery premises and by telephone at our Thorpe Hesley surgery from 8.30am-6.00pm. Thursday 7.00am -12.00pm

The surgery offers extended hours pre-bookable appointments with a GP from 7.00am-8.00am on a Monday, Thursday and Friday at our Rawmarsh surgery and on Thursday from 7.00am at our Thorpe Hesley surgery.