1.
We are now in our fourth year of the patient participation group and Moss Side Medical Centre are pleased that the group's interest has continued. The purpose was to encourage patient’s opinions, involvement and feedback to enable the surgery to develop its services for our registered patients. The surgery advertises the PPG in the waiting room, surgery website and on patient prescriptions.
Male – 2154 Female – 2151 Total - 4305
Gender
50%
50%
Age
5%
10%
13%
16%
20%
12%
11%
13%
Male 2154
Female 2151
<16
17-24
25-34
35-44
45-54
55-64
65-74
>75

The surgery has ethnicity recorded for approximately 49 % of the patients. The ethnicity we have recorded is shown below as you can see the majority of the surgery population is of a white background.
White background
Mixed background
Asian background
Black background
Other
97%
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
Open
8.00am
8.00am
8.00am
8.00am
8.00am
10.00am
Closed
Close
6.30pm
6.30pm
1.00pm
6.30pm
1.00pm
Late Night Surgery
Until 8.00pm
Telephones are manned from 8.00am to 6.30pm (1.00pm Thursdays).
Extended hours appointments are Monday evening, for pre-booked appointments only.
Winter Pressure Appointments are on Monday and Saturday morning by pre-booking.
Outside of these hours patients can contact either NHS111 or Chorley Medics who provide out of hours service on Tel no: 01257 418010.
Information on consulting times and services are available on the surgery leaflet and surgery website.

Patient Participation Group member’s stands at - 24
You can see from the graphs below the PPG gender, age and ethnicity
Gender
38%
Male 10
Female 16
62%
Age
4%
0%
9%
8%
0%
29%
25%
25%
<16
17-24
25-34
35-44
45-54
55-64
65-74
>75

Ethnicity
13%
British/European 21
Indian 3
87%
We continue to encourage our patients to become a part of the patient participation group, especially those who are currently underrepresented, the younger age groups including those with special needs or disability.
The following methods were used to encourage patients to be a part of the group.
There is a poster displayed in the waiting room.
A note on the prescriptions issued.
We advertise on our website. Patients can download the PPG form, fill in and hand into reception.
2.
The national GP survey, where Moss Side Medical Centre scored high at 96% in the current survey. The majority of patients were happy with the service the practice provides. The minority had issues with the use of locums. The practice explained to the PPG the current situation that the practice was advertising for a salaried GP, but would try to get the same locums where possible.
The telephone survey, it was decided that the Practice/PPG would postpone the telephone survey and see how the surgery and patients cope with the new electronic booking in system and the online patient access for booking/cancelling appointments and ordering repeat medication.
The PPG reviews these and other issues when they meet and when necessary.

3.
The patient participation group met in May 2014 and agreed the areas of priority.
It was agreed the areas of priority were:
1.
Practice leaflet and website revision
2.
Patient access system registering and booking of appointments /ordering repeat prescriptions.
3.
Electronic touch screen signing in for appointments.
Description of priority area:
1.
Practice leaflet and website revision
2.
Patient access system registering and booking appointments and ordering repeat prescriptions.
What actions were taken to address the priority?
The revision of the practice leaflet and website was brought up in the
PPG meeting with the group and doctors, Dr Kanitkar and the chairman agreed to review these, to see if there could be any improvement made.
The patient access was set up; information was given to the patients in the form of a notice in the reception area and on the J Ex board, also a note on patient prescriptions.
The forms were placed in the waiting area or the patient could download the form from the practice website.
Result of actions & impact on patients & carer' s
The leaflet and website have both been updated and the chairman was to print leaflets for the practice. This is on-going.
This was published in the PPG minutes and the PPG meeting minutes can be found on the surgery website.
Patients were able to fill in the form, hand to the receptionist, who would process the form & issue the patient with a pin number & instructions on how to register for the patient access & log-on to book appointments & order repeat prescriptions.
The patient access to on-line appointments & ordering of repeat prescriptions has had a good response from the patients.
This has been received well by the patients who work long hours or are on shift rota, as it enables them to book/cancel appointments & order repeat medication out of surgery hours.
It has enabled patients and their carer ' s to access the system especially if they are housebound.
This was published in the PPG minutes and the minutes of the
PPG meeting can be found on the surgery website.

3.
Electronic touch screen signing in for appointments
The electronic touch screen signing in system replayed the tannoy system which was out dated. The touch screen was placed in the patient waiting area, where it would be confidential for the patients to sign in for their appointments.
The touch screen has been received very well by the majority of patients and is continually being used. Some patients experienced difficulty in signing in, but the reception staff are always available to help. The use of the touch screen has had a good impact in the surgery as it reduces the queue of patients at the reception desk, the reception staff can deal with patient queries more effectively.
The touch screen has been very useful to update patient’s mobile telephone numbers for the use of the SMS text messaging. The practice is also looking at putting a question on the touch screen regarding patients smoking status, which would help with QOF.
This was published in the PPG minutes and the minutes of the
PPG meeting can be found on the surgery website.
1.
Former test track site for development and the need to restructure the delivery of service to meet the increase in population and impact on the community :
There has been no new developments regarding the former test track site; it could take several years before any plans are put in place.
2.
The practice tannoy system:
The tannoy system has now been replaced by the electronic signing-in system. This has been received well by the patients and we continue to encourage patients to use it, to reduce the queue at the reception desk.
3.
Female GP:
There were concerns over the lack of a female GP whilst Dr Patwa was on maternity leave. It was explained that the surgery was lucky to have female FY2 and GPST3 training doctors and the nurse was also available. The practice welcomed back Dr Patwa in May 2014 who had been on maternity leave.
4.
Telephone lines:
There were concerns patients could not get through to the surgery and were held in a queue, the surgery has 4 lines – 2 for patients, 2 ex-directory lines were given to district nurses, nursing homes, hospitals and doctors. The introduction of the patient access has reduced the number of calls, as patients can book, cancel appointments and order repeat medication. The practiced looked into putting a message on the telephone system, but this was unable to be done because of the age of the system. The practice is looking into replacing the telephone system when the current contract runs out.

The feedback that the PPG provide has been very useful and the surgery has, and will continue to take into account their comments and suggestions when planning changes.
This report will be displayed in the surgery and on the website; it will be emailed to all members of the PPG.
The surgery would like to thank all the members of the patient participation group for their valued involvement and look forward to developing this further in the future. We would welcome to the group any non PPG members reading this report who wish to become involved.
They can register online by completing the registration form or asking for a form at reception.