PATIENT GROUP PARTICIPATION REPORT

Our current PPG comprises of a group of patients who have expressed a particular interest in the services the Practice offers and discuss how these are delivered and possibly improved. If you are interested please contact us using this website or be telephoning 0191 5026475 or email linda.berry@gp-A89034.nhs.uk

Creating the PPG 

The practice created the PPG in 2012/13. The recruitment of more memebers is on-going by advertising using various methods e.g. posters and flyers are placed in reception. The doctors and reception staff also continue to ask patients if they would like to join the goup.

Our current membership consists of 45 patients and are a mixture of White/British and some ethnic groups are also represented. 15 patients are over 65-8 male and 7 female, 6 male 25-64 6 female 25-64, 8 male under 25 and 10 female under 25. We are pleased to report that 6 patients are from ethnic groups. We are continuing to try to recruit more.

PPG meetings

26.6.13

25.9.13

5.2.14

What the PPG have discussed this year 2013-2014

The PPG discussed priorities and agreed to re-do the survey from the previous year which asked questions about the availability of more appointments and the numbers of patients who failed to attend an appointment.

The group also again raised the issue of inadequate parking at the surgery. There are very few spaces available, only 2 disabled and 4 patient spaces. There is a private, fee-incurring car park nearby but the patients feel that they should not have to pay to park to see their doctor! They cannot understand how some practices have plenty of parking and they don’t. The practice manager will endeavour to liase with the SCCG to see if something can de done.

The group praised the availability of phsyiotherapists in the practice as they now can offer more appointments as they use 2 consulting rooms and are working in the practice every day now.

The group were also happy that the CPN and IAPT departments use some of our spare consulting rooms to see some of our patients here which helps the patients feel more comfortable in familiar surroundings. The Sunderland Counselling Service also uses one of our consulting  rooms.

Annual Survey 2013/14 results

The questions were again agreed with the PPG.

Extract of minutes from the meeting 25.9.13.

A survey was carried out during the month of August by giving 100 random patients a short questionnaire to fill in when they attended the practice for either an appointment or to collect a prescription.

How easy was it to contact the surgery by telephone? 

It was shown by the survey that 69% of patients who had contacted the surgery by telephone found it easy to get through. The other 31% of patients said that they experienced difficulty especially when the surgery first opened in the morning as the telephone lines were often engaged.

How soon can you normally be seen by a doctor or nurse?

45% of patients said they were happy that they were able to see a doctor or nurse within 2 days. 25% of patients said they were sometimes asked to wait longer than this but if they had an urgent problem they were happy that the doctor would see them sooner if appropriate. The other 30% of patients said they felt more appointments should be made available.

How happy are you with the reception staff?

80% of patients said they were happy with the service given by the receptionists. 15% of patients were sometimes unhappy that the receptionist would ask them what the medical problem was when they rang to make an urgent appointment. 5% of patients said they had sometimes asked to speak to the practice manager instead of the receptionists.

 

The practice reviewed these results in a practice meeting and then discussed them with the PPG . They agreed an action plan to improve access to the practice by continuing to allow patients to email the practice manager to make appointments, order prescriptions or had any other enquiry as this would save them trying to contact the practice by telephone. The group thought this was be very helpful and several members of the group said that they had used this form of comunication.

  The doctors agreed to offer more appointments by starting their clinics earlier in the morning and afternoon.

It was discussed that the practice is still experiencing an increase in numbers of patients who fail to attend appointments. It was agreed that  the practice manager would contact any patient who had failed to attend more that 3 appointments in the last 12 months and advise them that if they failed to attend another appointment they would be asked to leave the practice. The practice advised that they always felt this was a “last resort” but would have to implement this policy if necessary. The group agreed it was shocking to see that some patients would miss so many apppointments.

The practice would continue to monitor how many patients failed to attend appointments on a monthly basis.

Extract of minutes from PPG meeting 5.2.14.

An audit of numbers of patients who failed to attend appointments showed no real improvement. The practice manager advised she had had to contact 25 patients since the last PPG meeting , who had missed 3 appointments in the last 12 months. The practice manager advised that the practice would continue to display on a poster every month the numbers of patients who failed to attend.

 

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