Guildowns Group Practice
Standard Reporting Template – Patient Participation DES14/15
Surrey & Sussex Area Team
Practice Name
Guildowns Group Practice
Practice Code
H81010
Signed on behalf of practice
Signed on behalf of PPG
Date 30th March 2015
Fiona Morris
Ginny Willis
Date 4th March 2015
Zina Tooes
1.
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES / NO
Method of engagement with PPG: Face to face,
Email, Other (please specify)
Number of members of PPG:
YES







Face to face
Email
Website
Social media
Friends and Family Test
Practice Survey
Practice Comments and Suggestions
drop boxes


72 members
433 subscribers to the newsletter
Detail the gender mix of
practice, population and PPG:
%
Male
Female
Practice
49.5
50.5
PPG
45
55
Detail of age mix of practice population and PPG:
%
Practic
e
<16
17-24 25-34
35-44
45-54
55-64
6574
13.41
32.43
17.43
11.02
8.94
7.07
4.69
1.74
PPG
2.78
15.28
18.06
12.5
16.6
6.94
12.5
1.39
>75
Detail the ethnic background of your practice population and PPG:
White
%
British
Irish
Practice
PPG
9579
51
159
1
Mixed/ multiple ethnic groups
Gypsy or
Irish
Traveller
Other
white
White
Black &
Caribbean
3597
White &
black
African
371
1
White &
Asian
240
2
Other mixed
209
Black / African /
Caribbean
/ Black British
Asian/ Asian British
%
Indian
Pakistani
Bangladeshi
Chinese
Practice
PPG
575
2
227
80
1
1399
5
Other
Asian
African
Caribbean
1032
565
48
2
Other
Other
Black
Arab
43
12
Any
Other
602
7
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:
We actively recruit across our demographic. The group is broadly representative of our patients; see above.
We involve our staff in promoting the group face to face as well as via our website, social media, locality forums,
local stakeholder meetings, community groups and carers
This year we had a huge uptake in feedback and services via the website;
No. unique of website hits
16000
14000
12000
10000
8000
6000
No. of website hits
4000
2000
Mar-15
Feb-15
Jan-15
Dec-14
Nov-14
Oct-14
Sep-14
Aug-14
Jul-14
Jun-14
May-14
Apr-14
0
Are there any specific characteristics of your practice population which means that other groups should be included
in the PPG? e.g. large student population, significant number of jobseekers, large numbers of nursing homes or a
LGBT community? YES
Yes we have a large student population and we have a Health Centre on campus at the University of Surrey.
If you have answered yes, please outline measures taken to include those specific groups and whether those
measures were successful:
By mutual agreement with the University and the Student Union we have the Student Union VP Welfare role as our
representative and have done for the last 10 years. This year the incumbent is Munya Mudarikiri
We involve ourselves in Student focus groups jointly with the University of Surrey and the VP welfare attends our
patient group meetings and the wider CCG forums
2.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:

We implemented the Friends and Family test in November 2014

We introduced new Patient comments and suggestion boxes in September 2014

We received feedback via social media and our website on a daily basis

We conducted a formal Patient survey via the website in January 2015

We resurrected our face to face group in February 2015

We maintained our lead from each Surgery who attended CCG Forum meetings on or behalf
How frequently were these reviewed with the PRG?
Regularly via email with virtual group and quarterly going forwards with the Face to face group*
*the face to face group felt bi-monthly to begin with for 2015 as lots to address including recruitment of new
members and quarterly meetings thereafter
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Continuity of Care; in particular part time GPs and Practice Nurses.
Despite previous campaigns to address awareness of GPs individual work rotas and availability we are still receiving
lots of feedback on the difficulty of regular appointment booking with part time staff. This is sometimes made worse
by our set up on four sites where team members work across multi sites.
What actions were taken to address the priority:
After review with the team and patient group;
 we agreed to move staff across sites only where absolutely necessary (unless covering sickness or absence)
 try to have a 2 site maximum for each staff member (unless specialist clinics)
 undertake further publicity via our staff (including the clinical team), website, practice booklet and to
introduce a quarterly patient newsletter written by the PPG*
*see also priority area 3 below)
Result of actions and impact on patients and carers (including how publicised):
We have just begun to implement and although we have received very positive initial comments it is still too early to
judge and we will need to keep reporting back.
It was publicised via the website, email and social media and will be going into newsletter as above
Priority area 2
Description of priority area:
Ease of telephone access during peak hours
This remains a problem despite regular ‘real time’ communication via the staff and social media/website. The
demand for appointments has risen dramatically over the last few months, we are currently conducting an audit of
the same and will be reporting back in due course. We also experienced significant problems with our telecoms
supplier.
What actions were taken to address the priority:





We continued to actively promote online bookings and query submission via the website and email
We increased web admin staffing hours to ensure all queries answered ASAP
We update the website and social media immediately if we are experiencing high call volume
We are in the process of auditing both our Triage system and call volumes
We wrote to all our patients (see below) explaining our Triage system




We have issued bypass numbers to all our community stakeholders thereby freeing up all switchboard lines
for patients
Our secretarial team now leave extension based messages; again to free up incoming switchboard lines
We amended our auto message to encourage people to call back when appropriate-e.g.results are now
given out between 2 and 4pm
We have formally complained to our supplier and had complaints with lines rectified. We will continue to
monitor this very closely. We have a tracking tool that all staff use to record any problem.
Triage letter-FM
version.doc
Result of actions and impact on patients and carers (including how publicised):





All publicised by letter, email, website, social media and staff
Feedback will also be included in the new patient newsletter
Online queries and appointments are increasing month on month
There is less call back in general
Non urgent queries and results are naturally starting to filter towards quieter times of the day
Priority area 3
Description of priority area:
Communication of new services, initiatives, changes to existing ones etc.
e.g. we have recently set up an outreach Citizens Advice Bureau and Age UK counsellor to our Oaks and Stoughton
Surgerys
What actions were taken to address the priority:



Wherever possible we make use of front line staff (including clinical) our website, email, and social media
After discussion with our face to face group it was decided that the group itself should produce a quarterly
newsletter which would update patients on new developments and could give hints and tips on how best to
make use of local services.
The first meeting to discuss this new project is set for May 2015 with an aim of the first edition being
produced in June
Result of actions and impact on patients and carers (including how publicised):


We have had fantastic feedback from our patient group through the usual channels and the new FFT (friends
and family test) for our new and amended services
We will poll users after our first edition of the new Guildowns newsletter
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)
Free text –from 2104
Outcome
Action
FURTHER UPDATES
Increase online appointment bookings and
online services in general. Especially as our
website traffic has increased dramatically
(see table above)



Alternating extended hours clinics;
Further patient awareness of our Triage
system-(supporting outcomes from our last
2 patient reports)

Significant increase on online
registration during 2014.
Receptionists continue to actively
prompt patients to register for the
new system.
We have also enabled patients to
register online without the need to
come into the surgery
We continue to publicise via Social
Media
We now offer extended hours clinics
across all four sites. We introduced a
‘rolling’ flu clinic this year with great
In addition to all of our good work last year,
we wrote to our patients to further underpin
the system
Triage letter-FM
version.doc
Publicise what day, time and site our part
time GPs are available, especially as our
Senior Partner is now retiring.
We will continue to promote via all of our
usual channels. This remains particularly
pertinent as was raised under the continuity
of care aspect of this year’s feedback
4.
PPG Sign Off
Report signed off by PPG: YES / NO
YES
4th March 2015
Date of sign off:
By email, telephone and face to face
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 area 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?
Actively; via staff , registered Carers and
Patient representatives
Yes –see above
Yes- agreed on 4th March 2015
Yes and ongoing