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Patient Participation Group Report for 2012-2013
The Westerham Practice has a Patient Participation Group which consists of a small group of patients who meet on a regular basis. It consists of patients from both the Westerham and Sundridge Surgeries and its aim is to improve the services that the practice gives to its patients. It is keen to get views from all the patients on any aspect concerning the surgery and any suggestions as to how to improve the services that the practice can offer.
The members of the PPG consist of both males and females and from both surgeries of the practice. They comprise of a wide age range and come from different social groups, some work and some are retired. We have tried to get a group which would represent all the patients in the practice. Patients representing a cross-section of our capitation by age, race, gender, social background, ethnicity, location of residence (geographically), the disabled, able bodied and carers were approached personally to join the PPG. Whilst some patients were very keen to engage, others were not able to dedicate time. All patients are automatically members of the group, and free to have a voice. The PPG office holders will provide the link between Practice and Patients. We feel that the PPG is a true representation of the patients in our practice.
We conducted a practice survey via Surveymonkey. Patients were able to complete the survey online or complete a paper copy, which practice staff uploaded to Survey monkey. All surveys were collated, and 220 responses were received. The responses were from both sites and the age range that responded was representative of the group that visits the practice the most frequently. These were analysed by Surveymonkey and the results shared with the PPG at one of their meetings. A lot of the points raised were fully discussed and an action plan was made. This was agreed by the practice and will be implemented by both the PPG and the practice.
The action plan is as follows:
PPG Action Plan for 2013
The practice will look at the existing appointments system and this will be replaced by one offering a wider variety of appointments and more overall appointments. This is due to be implemented in April 2013.
The practice will obtain a practice email system whereby patients can communicate electronically with the practice. This will increase patient convenience, will free up the phone system, and may create a few appointments.
The Practice has agreed to support the action plan and priorities identified by the survey and PPG.
As a result of last year’s survey and action plan:
Our DNA rate has dropped from 3.3% to 2.9% resulting in more appointments for those patients who need them. This is after sending out letters to patients who DNA more than twice in a month.
Notice boards have been set up in both surgeries which provide information to patients, for example, advertising the prescription on line facility.
The practice booklet has been remodelled to make it more user friendly. It contains more information on appointments and how to manage minor ailments and is also now available in a larger print size for patients who find larger print easier to read.
The practice is open from 08.00 to 18.30 Monday to Friday at the Westerham and Sundridge Surgeries with the Sundridge surgery being closed on Wednesday afternoon at 12.30. All Sundridge patients are looked after by the Westerham Surgery during this time. We also offer extended hours on Tuesday from 18.30 to 19.30 and on Wednesday from 18.30 to 19.00, and Thursday am from 7.00 to 8.00.
Patients can access the surgery either by presenting themselves to reception or by making a telephone call to either surgery. Prescriptions can also be ordered online.
The survey was extremely useful in highlighting some areas where patients may get some benefit from changes made. The PPG is keen to hear your views and can be contacted via the surgery.
Thank you very much, to all our patients who took part in the survey.