Riverside Medical Centre

A Hurley Group Practice

PPG

STEP	REQUIREMENTS	RIVERSIDE MEDICAL CENTRE 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)
	The PPG must be a properly constituted structure
	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.
	Practices should set up a PRG of a reasonable size which is representative of the practice population
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: patients’ priorities and issues practice priorities and issues including themes from complaints planned practice changes Care Quality Commission (CQC) related issues National GP patient survey issues
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.
	When the survey is complete the practice should inform the PRG of the findings
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
	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.
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
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 Assistant Practice Manager – Sharon Laing at Sharon.laing@nhs.net
	Profile of the members of the PPG	32 Patients are members of the PPG. On Average 6 members attend each meeting.
	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	The practice advertised the PPG by the use of flyers handed to patients attending the practice, posters within the practice, advertisement on the website, and Drs individually inviting patients- especially those in hard to reach groups- during consultations.
	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: This was discussed in the first PPG meeting. No clear areas for focus were identified- themes from complaints/ feedback to the surgery were considered. It was decided to use the survey as information gathering towards gaining feedback , and for day-to-day practical issues such as which mediums patients prefer to receive information regarding the surgery- ie results giving/ reminders / updates/ news A component was to be a free text area for patients to raise areas of concern/ suggestions
	The manner in which the practice sought to obtain the views of its registered patients	Surveymonkey was used to devise a questionnaire based on the questions formulated in the PPG1 meeting. The questionnaire was devised making use of advice on the DES information pack & survey monkey tools for validated questionnaire writing This was handed out to each patient attending the surgery over a 2 week period The survey was also embedded onto the front page of the surgery website. (RMC receives >2000 hits per month onto its website)
	Details of the steps taken by the practice to provide an opportunity for the PRG to discuss the contents of the action plan	Second PPG (PPG2) meeting was held to discuss the findings of the survey, and to formulate an action plan amongst the members. All PPG members had been invited to attend the PPG2
	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: Patients asked for information to be given in house or on website- Increased use of internal Jayex board/ TV screens/ posters to convey information Website to be monitored & kept up to date Patients requested messages to be sent to them either by text, phone or email Surgery has commissioned iplato to now be able to provide a 2-way text messaging service – appointment reminders, asking patients to contact surgery to disc results etc. Feedback to the surgery: Patients would prefer to do this by email or on website Reception/ admin team to regularly monitor these access points for feedback + action. Improve continuity of clinical care Receptionists to ask patients which clinician they would like to see when booking To re-iterate name of clinician at close of call Improve management of late-running surgeries Audit late running surgeries- No pattern found to which surgeries/ clinicians run late Encouragement of patients to book adequate duration appointments for their needs- ie doubles if multiple problems. Signs posted onto TV screens Surgery to consider sending texts to patients if their clinician is running late- Hurley Group felt this was not practicable, as clinicians can suddenly run late having been on time, or catch up if patients attending for simple problems/ DNA etc. Reception/ admin also do not have the capacity to be monitoring clinics/ arranging text messages whilst surgeries are running. More staff at the reception desk during busy times The staff rota has been re-organised to facilitate this
	A summary of the evidence including any statistical evidence relating to the findings or basis of proposals arising out of the local practice survey
	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 applicable Practice action- as above
	The opening hours of the practice premises and the method of obtaining access to services throughout the core hours	Mon: 08.00 to 18.00 Tues: 08.00 to 18.00 Wed: 08.00 to 20.000 Thurs: 07.30 to 19.00 Fri: 08.00 to 18.00 Method of access during core hours: Phone-call Visit to reception desk Internet access: only for pre-bookable appointments
	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 extended hours at the following times: Wed: 18.30 to 20.00 Thurs: 07.30 to 08.00 and 18.30 to 19.00