PPG
| STEP | REQUIREMENTS | Peckham WIC implementation | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step1.Establish a PRG comprising only of registered patients and use best endeavours to ensure PRG is representative | Develop a Patient Reference Group (PRG or PPG) | At the Hurley Group at the Lister Medical Centre we started our PPG in January 2010 holding our very first meeting on the 26th January 2010. We have continued to advertise/campaign for the group in the form of posters on our notice board in the waiting room, having an article in our quarterly newsletter and holding open mornings where members informing and encouraging other patients to join the group. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| The PPG must be a properly constituted structure | About the Patient Group
Aims of the Patient Group
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| The PPG should be able to demonstrate that it has attempted to engage a representative cross section of the practice and engage with underrepresented groups. | All patients have been invited and encouraged to join the PPG group. Our group represents a diverse range of persons of different age, and ethnicities. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Practices should set up a PRG of a reasonable size which is representative of the practice population | List size on 07/03/2012 was 5013 | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 2.Agree with the PRG which issues are a priority and include these in a local practice survey |
The areas covered in the local practice survey will, therefore, be agreed jointly based on key inputs, including the identification of:
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The practice survey was solely devised by the members of the PPG who felt that these issues were essentially important to patients and their needs and quality of care. The key areas the survey was based on
Past National GP patient surveys were shown to give the group to give an understanding of what is usually involved then a lengthy time was taken to view the different formats of surveys before a format was agreed upon. |
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| Step 3.Collate patient views through local practice survey and inform PRG of the findings | It is the responsibility of the practice to demonstrate to its PRG that the proposed survey or methodology it chooses as the vehicle for undertaking the local practice survey is credible….This assessment and other evidence supporting the credibility of the survey process should be included in the report of the practice results. |
The PPG were satisfied with the surgery’s format and proposed survey which was to be distributed to registered patient over the duration of one week. Each member volunteered to come to the surgery and hand out surveys encouraging other patients to make comments. The data was collated and presented in the form of pie charts/percentages to the members and displayed on the notice board of the waiting room and all patients were encouraged to respond. This data clearly highlighted any areas of concern that the group feels will need to be addressed to provide a better service and higher quality of care. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| When the survey is complete the practice should inform the PRG of the findings | The PPG were sent copies of the results collated from the surveys completed throughout the week. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 4.Provide PRG with opportunity to comment and discuss findings of local practice survey. Reach agreement with PRG of changes in provision and manner of delivery of services. Where the PRG does not agree significant changes, agree these with the PCT |
Opportunity to comment on and discuss findings of the survey | The group and the surgery were pleased with the outcome of the survey were high scores were recorded on cleanliness, waiting time and good quality of care, however, a large numbers of patients were unaware of the out of hours services available to them. The group decided they would like to run a campaign to educate patients to the services available to them. These service included:
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| If the local practice survey points to the desire for significant change in a service or services provided, or in the way in which services are delivered, the practice must, before it makes the change, seek the agreement of its PRG to any proposals it makes. | No significant changes identified from the survey. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 5.Agree with the PRG an action plan setting out the priorities and proposals arising out of the local practice survey. Seek PRG agreement to implement changes and where necessary inform the PCT |
Following the discussions in Step 4, an Action Plan will be agreed with the PPG | The surgery will get in touch with the relevant agencies and acquire advertising aids and the group will design their own poster to be displayed with visual aids to help those whose reading skills are poor or those who do not read English. This poster will be displayed in the surgery on the notice board in the waiting area as well as other area in the surgery such as consultations room’s doors. Posters, leaflets and wallet sized cards will be readily available for patients to take away with them and have on their persons or keep in their homes. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Step 6.Publicise the Local Patient Participation Report on the practice website and update the report on subsequent achievement |
The practice must publish a Local Patient Participation Report on its website. This should cover the following: | The full report, with break down of ALL feedback, is available from the practice on request. Please make a request to the Practice Manager – Mrs Pauline Lwin at sou-pct.HGPL@nhs.net. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Profile of the members of the PPG | Break down of PPG membersAge: 20- 30 years 0% 31-40 years 11% 41-50 years 22% 51-60 years 22% 61-70 years 22% 71-80 years 22%Ethnicity GroupsWhite 22% White/Irish 11% Black/Caribbean 56% Black/African 11% |
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| Steps taken by the practice to ensure that the PPG is representative of its registered patients and where a category is not represented, the steps taken to engage that category | We have a high population of Vietnamese patients and we were fortunate to have a member who was very active in the Vietnamese community and he fed back to our patients what was happening in the surgery and they were able to voice their opinions through him, unfortunately, he stepped down from group due to health issues. We are still trying to recruit members from this community. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Details of the steps taken to determine and reach agreement on the issues which had priority and were included in the local practice survey | As above:
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| The manner in which the practice sought to obtain the views of its registered patients |
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| Details of the steps taken by the practice to provide an opportunity for the PRG to discuss the contents of the action plan | No action was made until such time as the next PPG meeting were the collated data was available again (already been posted to each individuals address for perusal).At the meeting each result was reviewed and discussed and the group felt very strongly about the action they would like to take and a plan was made to launch a campaign to educate their fellow patients about the services available to them they were not readily accessing due to lack of knowledge. | |||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Details of the action plan setting out how the finding or proposals arising out of the local practice survey can be implemented and, if appropriate, reasons why any such findings or proposals should not be implemented | Action Plan agreed and to cover the following issues raised in the Patient Survey:Details of response to promote continuity of care:
The surgery is very keen for the PPG to launch this campaign as they feel it will benefit their patients and attribute towards a better service resulting in better care for their registered patients, those using the Walk in Centre and the every one who uses the medical centre. |
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| A summary of the evidence including any statistical evidence relating to the findings or basis of proposals arising out of the local practice survey |
How are you treated on first arrival?
How clean is the Centre?
What is the average waiting time for a booked appointment?
How do you find accessibility for disabled patients?
Were you satisfied with your consultation time when seeing the GP?
Were you satisfied with your consultation with the GP?
Were you satisfied with your consultation time when seeing the nurse?
Were you satisfied with your consultation with the nurse?
How did you find the cleanliness of the consultation room?
How were you treated?
Do you feel you were listened too?
If you needed to, would you know how to contact an out-of hour GP service when the surgery or health centre is closed?
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| Details of the action which the practice, and, if relevant, the PCT, intend to take as a consequence of discussions with the PRG in respect of the results, findings and proposals arising out of the local practice survey |
PCT action – not applicablePractice action: (details as above)
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| The opening hours of the practice premises and the method of obtaining access to services throughout the core hours |
Monday: 08.00 to 20.00 Tuesday: 08.00 to 20.00 Wednesday: 08.00 to 20.00 Thursday: 08.00 to 20.00 Friday: 08.00 to 20.00 Saturday 08.00 to 20.00 Sunday 08.00 to 20.00 Method of access during core hours:
sou-pct.HGPL@nhs.net |
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| Where the contractor has entered into arrangements under an extended hours access scheme, the times at which individual healthcare professionals are accessible to registered patients |
GPs are available for bookable appointments during opening hours at the following times:
Monday: 08.00 to 19.00 Tuesday: 08.00 to 19.00 Wednesday: 08.00 to 19.00 Thursday: 08.00 to 19.00 Friday: 08.00 to 19.00 |