Battle Hill Health Centre
Patient Participation Report 2014 - 15
Practice Profile
The practice has a current list size of 3398 patients which is almost evenly split between
males and females. The practice collects data on the ethnicity of our registered patients.
We currently hold data for 3391 patients. This data cannot be truly representative of our
practice population but of recorded data over 92% of patients are British/Mixed British.
Other groups recorded include African, Bangladeshi, Indian, Chinese, Irish, Pakistani, Indian
and Black African. The practice will continue to request ethnicity data as this is beneficial to
patient care and can give us a better understanding of our practice population.
Opening Times
The practice is open Monday to Sunday 8:00 to 20:00.
Profile of Battle Hill Health Centre PPG
The group has been established since 2014 and currently has 8 members. Meetings are
arranged bi-monthly, which takes place on the first Wednesday of the month. The practice
is delighted that all the group members have continued open and honest discussions with
practice representatives.
There are 5 male and 3 female group members aged 39 – 70. We do recognise that we
need to have greater representation from a wider cross section of our practice population
and have continued to advertise the PPG on our website, practice leaflet, TV screen-show
and surgery newsletter. Whilst the group may not be truly reflective of our practice
population our group is made up of patients who work, unemployed, retired, carers or have
long term conditions.
PPG Group Progress
The group have met on the following dates:
2nd April 2014
7th May 2014
4th June 2014
2nd July 2014
1st October 2014
3rd December 2014
4th February 2015
Minutes of all meetings are available on our website to view.
Review of PPG Action Plan 2014/15
Priority
Withheld Numbers
What we are going to do
Practice to contact
telephone provider and
request for the telephone
What we achieved
Following the discussion with
patients and listening to the
feedback, the request was
system to be upgraded so
the reception telephone
lines display the telephone
number.
Name Badges
Telephone Recorded
Messages
Practice to pass feedback to
staff and discuss what has
been requested.
Practice to contact
companies to provide
suitable name badges to fall
in line with infection control.
Practice to contact
telephone provider. Arrange
for the nominated person to
come into the practice, as
agreed by the PPG.
Record the voice recording
and to upload this onto the
system.
submitted to the telephone
provider. This was then put
in place with immediate
effect.
Completed
Gained staff agreement.
Ordered the name badges
from the company and
provided these to staff.
Completed
Meeting arranged with the
nominated patient to
complete recordings
Completed
Contact the telephone
provider to upload onto the
telephone messages.
Completed
The PPG also agreed that the group needs to expand and to try and get different groups of
patients interested in the PPG. A PPG member has agreed to attend the surgery from the
month of April to opportunistically speak to patients to promote group and collate patient
feedback. We are also going to look at holding a drop in meeting where patients can come
and meet everyone involved with the group and hear about their experiences (action point
1)
The PPG have previously discussed the lack of communication within the practice regarding
the length of waiting times for the GP’s and Nursing team. We had hoped this was resolved
with the provision of a TV in which was provided by the CCG, however this was found not to
be appropriate for the information that was needed. Therefore the practice will look into
the funding and receive quotes for fitting a Jayex board (action point 2)
The practice introduced a triage telephone system in May 2014 for registered patients, in
which patients can receive same day advice which will be followed by appropriate
treatment if needed. This pilot is still ongoing and will again be reviewed in July 2015.
However the practice have asked the PPG for feedback and ideas on to progress on this
service (action point 3)
Objectives 2015/16
Priority
Promote PPG to encourage
new members (Action point
1)
Action
Review date
A group member to attend June 2015
the practice and to give
patients
information
regarding group and collate
patient feedback
Jayex Board (Action point 2) Practice looking into funding June 2015
and to receive quotes from
companies to provide
Triage system (Action point Practice to pilot the triage July 2015
3)
system to recognise the
needs of the patients