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Practice Survey Reporting

Annex D: Standard Reporting Template


Thames Valley Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template


Practice Name: Denham Medical Centre


Practice Code: K82055


Signed on behalf of practice: Emma Woodbridge                     Date:27th March 2015


Signed on behalf of PPG:Ian Kapochkin                                                                                                                          Date:26th March 2015


  1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)



Does the Practice have a PPG? YES



Method of engagement with PPG: Face to face, Email, Other (please specify) Email



Number of members of PPG: 17



Detail the gender mix of practice population and PPG:















Detail of age mix of practice population and PPG:









> 75


















Detail the ethnic background of your practice population and PRG:




Mixed/ multiple ethnic groups




Gypsy or Irish traveller

Other white

White &black Caribbean

White &black African

White &Asian

Other mixed






















Asian/Asian British

Black/African/Caribbean/Black British











Other Black


Any other
























Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population:


Invites to join the PPG are offered to all patients that register at the surgery as they are enclosed within our registration packs. Notices are displayed in the reception and waiting areas, leaflets are left out in the waiting areas for patients to pick up and fill in, and text messages are sent out randomly to all patients letting them know of the PPG and how to join.








Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community? NO


If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:







  1. Review of patient feedback



Outline the sources of feedback that were reviewed during the year:

Questionnaires were handed out in the surgery throughout the year including a big push during our flu clinic season. We have received comments from our website users on the feedback forms and also text messages that were received back from patients via Mjog and the Friends and Family test.






How frequently were these reviewed with the PRG? These were reviewed quarterly





  1. Action plan priority areas and implementation


Priority area 1


Description of priority area: Notice Boards






What actions were taken to address the priority?


Our notice boards were messy with out of date and tatty posters, so we have stripped them down and started from scratch. Every poster was checked to see if it was relevant, up to date and with the correct numbers listed. They have also been grouped together accordingly.




Result of actions and impact on patients and carers (including how publicised):


This has resulted in our patients and carers being able to access information that is relevant to them quicker and easier, as well as making the reception and waiting areas look much neater.

We now have a member of staff that is responsible for keeping the notice boards tidy and up to date.




Priority area 2


Description of priority area: Leaflets






What actions were taken to address the priority?


We are always accumulating leaflets to be displayed for patients and carers which were left on reception or tables within the waiting areas. These tended to get knocked off and looked untidy. We decided to purchase multiple leaflet holders for not only reception and the waiting areas but for all the clinicians’ rooms as well. A member of staff has now been given the task of making sure they are kept up to date and filled up.





Result of actions and impact on patients and carers (including how publicised):


Patients and carers are now able to see at a glance any information that might be useful or of interest to themselves or others. It has made a big difference in keeping the reception desk and waiting room tables clear and tidy.








Priority area 3


Description of priority area: Website






What actions were taken to address the priority?


The website was said to be out of date with it’s information, so we looked through each section carefully to see where we could improve it. Some of the clinics and services were dated, so all this information was removed, re formatted and replaced with clearer easy to understand wording making it much more user friendly. This was also put back out to the PPG once done to see if there were any other improvements they thought we could make on their behalf.






Result of actions and impact on patients and carers (including how publicised):

Patients and carers can now navigate our website much easier to obtain any information that they may need.















Progress on previous years


If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

On talking to members of the existing PPG, it was decided that this year we would change the format of our PPG group from face to face meetings across to virtual (email). This has already made a difference by increasing the number of members we have, especially noticing that younger patients are taking an interest and signing up to join.


We are now able to offer bookable appointments online which is up and running through Patient Access, along with the ordering of repeat prescriptions, and viewing their medical summary, including allergies and immunisations. Text messages have been sent out to all patients advertising this and encouraging patients to sign up.


With the introduction of the new Electronic Repeat Prescription Service the majority of our prescriptions are now able to go electronically to any pharmacy of the patient’s choice, which has resulted in cutting down the number of misplaced paper prescriptions. Patients are advised that even though it is now electronic they should still allow 48 hours for their prescriptions to be ready.


And more availability of minor illness appointments has been increased due to the fact we have a newly qualified Minor Illness Specialist Nurse taking on some of the demand. This has especially helped at our Aysgarth Medical Centre. With the ever increasing demand and the fact there was only ever one GP on duty, this has now doubled the availability of appointments that we can offer.




  1. PPG Sign Off



Report signed off by PPG: YES


Date of sign off: 26/03/15




How has the practice engaged with the PPG: This year we have changed to a virtual group so we’ve been communicating via email


How has the practice made efforts to engage with seldom heard groups in the practice population? Every new patient is given a joining form for the PPG, leaflets are left in the waiting areas, posters are up advertising the PPG, information is on the website and text messages have been sent out occasionally.


Has the practice received patient and carer feedback from a variety of sources? YES


Was the PPG involved in the agreement of priority areas and the resulting action plan? YES


How has the service offered to patients and carers improved as a result of the implementation of the action plan? Information has become much clearer and easier to access for patients and carers in all areas that were agreed on.


Do you have any other comments about the PPG or practice in relation to this area of work? From recent emails it seems that this will be a better way of communication with the practice.













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