Does the Practice have a PPG? YES

Method of engagement with PPG: Face to Face monthly meetings and notes of the meetings emailed to virtual group members

Number of members of PPG: Core group attending meetings = 10 virtual group = 25

Detail the gender mix of practice population and PPG:

Detail of age mix of practice population and PPG:

Detail the ethnic background of your practice population and PRG:

Ethnicity is documented in approximately 50% of the registered patients only so it is difficult to determine across the Practice. We do not have the exact figures for ethnicity because this data has been recorded for new patients but not for those who have been registered for many years

Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:

Notices in waiting room & details of PPG on website inviting anyone interested to join the meetings

Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?

NO

If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

Outline the sources of feedback that were reviewed during the year:

Feedback forms available all year round for completion by patients and shared with the PRP

How frequently were these reviewed with the PRG?

any feedback is discussed with the Group on a bi-monthly basis

Priority area 1

Description of priority area:

Increase telephone appointments

What actions were taken to address the priority?

More telephone appointments made available on the system

Result of actions and impact on patients and carers (including how publicised):

Increased take up of telephone appointments

Priority area 2

Description of priority area:

Increase advance appointments

What actions were taken to address the priority?

More advance appointments made available to patients to book ahead

Result of actions and impact on patients and carers (including how publicised):

Advance appointments available to book up to 12 weeks in advance

Priority area 3

Description of priority area:

Increase awareness of ‘on-line’ system

What actions were taken to address the priority?

Display in reception to increase awareness of our ‘on-line’ system to book & cancel appointments, order prescriptions and update patient details

Leaflets made available to patients

Result of actions and impact on patients and carers (including how publicised):

Increased numbers of patient registering to use on-line services

Report signed off by PPG: YES

Date of sign off: 31/03/2015

How has the practice engaged with the PPG:

How has the practice made efforts to engage with seldom heard groups in the practice population?

Information provided in various ways. Practice Leaflet, website, posters in the waiting areas

Has the practice received patient and carer feedback from a variety of sources?

Verbal, written feedback, discussion with the PRP

Was the PPG involved in the agreement of priority areas and the resulting action plan?

We did have some input in increasing the number of telephone slots available and the advace appointments but little else. No discussion about the introduction of the open surgeries on Monday & Fridays. WE were advised that this would happen however we would have been in support had we been asked

How has the service offered to patients and carers improved as a result of the implementation of the action plan?

Improved service, open surgery on Monday & Friday has improved access but was not on the action plan. No effort made to encourage patients to register on the internet. Still difficult to get through on the phones. There has been improvement in the availability of Telephone appointments with the GP’s and Triage nurse

Do you have any other comments about the PPG or practice in relation to this area of work?

Open surgeries have helped with access to appointments and patients seem happy to sit & wait

There are on-going concerns in relation to the layout of the reception and issues regarding confidentiality. We have suggested that the appointment telephone could be re-sited in the back reception office.