PADIHAM GROUP PRACTICE – PATIENT PARTICIPATION REPORT 2014/15
2014/15 Patient Participation Enhanced Service
Practice Name:
Padiham Group Practice
Practice Code:
P81130 Date: 27.03.15
Please see below a synopsis of our patient participation report for 2014/15
1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG?
YES
Method of engagement with PPG: Face to face, Email, Other (please specify)
Number of members of PPG:
59
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
6219
23
Face to face and Email and via Practice website
Female
6409
36
Detail of age mix of practice population and PPG:
%
Practice
PRG
<16
2331
17-24
1371
3
25-34
1537
16
35-44
1673
8
45-54
1823
12
55-64
1618
10
65-74
1191
6
> 75
1084
4
2. Review of patient feedback
Outline the sources of feedback that were reviewed during the year:
There has been very little feedback from members of our PPG. The feedback we have had has been via email and face to face communication.
How frequently were these reviewed with the PRG?
All feedback has been shared with members of the PPG
3. Action plan priority areas and implementation
Priority area 1
Description of priority area:
Disability access and reception desk use for disabled patients.
What actions were taken to address the priority?
As we were refurbishing the Practice we encouraged patients and members of the PPG to see the plans which were on display.
During the planning process the above priority area was addressed. Plans were drawn up accordingly to accommodate our disabled patients to
improve their patient experience when visiting the practice.
Result of actions and impact on patients and carers (including how publicised):
The result of the refurbishment has been a much improved experience for our disabled patients and their carer’s. The main entrance doors have
been replaced which makes access much easier for wheelchair users. There is a split level reception desk so disabled patients have access to a
writing surface and face to face communication with a receptionist as do able bodied patients.
Priority area 2
Description of priority area:
Privacy/Confidentiality in the reception area for patients making appointments/discussing medication etc.
What actions were taken to address the priority?
Again, the planners were asked to take this into account when redesigning the reception area. Plans were available prior to the refurbishment
and displayed in the reception area for patients and members of the PPG to see and give any feedback.
Result of actions and impact on patients and carers (including how publicised):
Improvements to the reception area include a side window in the prescription office which is away from the waiting room, for patients to discuss
confidential matters. The prescription room and reception office have been split to improve confidentiality in both areas for staff and patients
and to reduce the noise impact in the waiting room. The improved seating arrangements and layout have also had a positive impact on the noise
reduction in the waiting room and therefore improve any confidentiality issues.
Priority area 3
Description of priority area:
The option to receive test results via mobile telephone.
Patients currently telephone the practice between 2pm and 5pm for their test results which may not be convenient for all patients.
What actions were taken to address the priority?
Feedback was sought as to whether patients would like to receive normal test results via their mobile telephone to save time ringing in for their
test results.
Test results requiring medication/appointments or further discussion would be dealt with by telephone as they are currently.
Result of actions and impact on patients and carers (including how publicised):
Feedback received revealed that patients did not want to receive their test results via a text message to their mobile phone.
Patients and carers currently telephone the surgery for their test results and are able to speak to a member of staff with any queries/questions
they may have. At this moment in time there is no plan to use text messaging for test results.
Progress on previous years
If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):
Issues raised in previous years were mainly due to the appointment system, location of the prescription offices,
disability access and confidentiality at the reception desk.
All these issues have been addressed and improvements made in our recent refurbishment. Verbal feedback from the
PPG and patients visiting the practice has been favourable.
Evening GP surgeries, including availability of nurse appointments have improved some access issues and ongoing
improvements to surgery times are currently addressing patient demands.
The recent refurbishment at the practice has improved most of the above issues around confidentiality, prescription
offices and disability access.
4. PPG Sign Off
Report signed off by PPG: YES
Date of sign off: 27.03.15
How has the practice engaged with the PPG:
How has the practice made efforts to engage with seldom heard groups in the practice population?
Has the practice received patient and carer feedback from a variety of sources?
Was the PPG involved in the agreement of priority areas and the resulting action plan?
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
Do you have any other comments about the PPG or practice in relation to this area of work?
The practice encourages new members to the PPG via the practice website and all new patients registering at the practice at their patient health
check. Currently registered patients can join the PPG via the website or speaking to a member of staff.
Unfortunately patient feedback is not very forthcoming, however this is improving slowly.
Yes the PPG was involved in the priority areas of the action plan.
The service offered to patients and carers is much improved, greater appointment availability, improved access, improved patient experience,
improved reception area and prescription office.
Our PPG members are low in comparison to our practice population, however encouraging new members is an ongoing process which we hope
will improve in the future.