Rosslyn Hill Patient Participation Group Meeting 17.3.14
Agenda Introductions What is the purpose of a patient group Ground Rules for patient group Brief overview of last meeting What did patients say (survey results 2013) How did practice score in ‘Red Areas’ Actions achieved Practice plans 2014 Feedback
Definition of Patient Groups • Identify the needs and promote the health of the local community, by working in partnership with the practice so that primary care services can flourish to the benefit of both practice and patient (NHS Employers 2011) • Groups are an effective way for patients and GP surgeries to work together to improve services and to promote health and improved quality of care. PPGs are making a real difference across the UK. (N.A.P.P. National Association for patient participation)
Ground Rules • Not a forum for complaints • Not for individual patient specific concerns • Seeks to promote constructive feedback • Patients are involved in decisions about the range & quality of services provided • Proactive engagement
Last Meeting • Practice create a patient survey • Provide to all patients within the two week period – survey ran from 11 th Nov – 24 th Nov • Practice to address ‘Red Areas’ through survey • Red Areas – Ability to pre book in advance • Red Areas – Nursing • Red Areas Opening hours • Red Areas – Overall Experience
Survey Results • Patients are interested in the practice having a website • Online service • Majority of patients contact the practice via phone • Patient’s rate the practice highly on the ability to get through on the phone • Majority of patients unaware practice has late evening surgery
Survey Results Cont.. • Patients would like Text appointment reminders and health promotion • Nursing services – Those who had seen nurse very pleased in all areas • GP Triage ‘Same day access’ Majority of patients welcomed this system • Satisfaction levels with practice – very high
Actions Achieved Focused on ‘difficult areas’ Clearer understanding of where improvements may be made Practice has already on basis of results started to work with web designers to create a ‘useful’ website – hope to launch end of April 2014 Began to address patient concerns re impressions of waiting times by exploring GP triage model
Actions Practice has started trying to do a data gathering exercise for mobile phone numbers so that we may be able to start sending text reminders – initially trial nurse appts as very high DNA rate Practice will send an ‘opt out’ message intinally Practice now offers electronic prescribing
Practice Plans 2014 • To further promote practice services • To have a user friendly practice website • To further explore ‘online services’ booking of appointments & ordering scripts online • To continue to promote EPOS (Electronic prescribing) • To review GP triage at end of pilot period – Has it been useful? Is it sustainable? • To promote the nursing services – to further enhance patient experience
Group Feedback • What do the group feel about the results • Items for next PPG meeting
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