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Practice Survey Reporting

 PENDLETON MEDICAL CENTRE PPG REPORT

2018/19

YOUR VIEWS WHAT MATTERS MOST

 

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:

 

We advertise in our Newsletter

We have Posters

We advertise on our Website

Also we speak to patients in the waiting room

We also speak to patient’s Interpreters to explain to their client about our website and how to change the content into their language

 

 

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? YES

 

We speak to patient’s Interpreters to explain to their client about our website and how to change the content into their language, and how to access the part regarding PPG

We like to be involved with the Community here and have 2 members of the PPG who are involved with Community Issues

We have a member of the PPG from the LBGT community

 

 

 

Review of patient feedback

 

 

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

 

Verbally

Patient Survey

Friends and Family

 

 

 

How frequently were these reviewed with the PPG?

 

Quarterly Basis face to face and virtually

 

 

 

 

 

Action plan priority areas and implementation

 

Priority area 1

 

Description of priority area:

 

To promote the Group

 

 

What actions were taken to address the priority?

 

The Practice tried on various occasions to promote this Group, even after exhaustive forms of promotion we have  found that patients are not always willing to discuss things in a group environment, also we find that patients do not want to commit formally. These are the various ways we have promoted the Group

 

            Speaking face to face – in Reception area – get a greater footfall during Flu Campaigns etc.

            Via email

            Via GP/Reception

            Notice Boards

            Newsletter

            Practice Leaflet

            Website www.pendletonmedicalcentre.nhs.uk

We are also going to advertise our group using the iPlato app to see if we receive a response for either our face to face or taking part virtually via e-mail.

 

 

 

           

 

 

 

 

 

Priority area 2

 

Description of priority area:

 ACCESS TO APPOINTMENTS

 

 

What actions were taken to address the priority?

 

 

Access has improved over the past twelve months and we do endeavour to try and improve and meet demand. Action points for the future include:

 

Offering appointments on line. Patients will be given a password where they can access our appointment system and book their own appointment

 Telephone triage

Doctor Call back

Doctor calling patients re results that may not necessarily need an appointment

My GP iPlato app

 

 

 

 

Priority area 3

 

Description of priority area:

 

SOME PREVIOUS ANTISOCIAL BEHAVIOUR OUTSIDE BUILDING

 

 

 

What actions were taken to address the priority?

 

Met with a member of the PPG who is part of a Community Group to discuss various methods to challenge this problem

Met with Centre Manager

Met with Security staff, who do a great job

Met with local Chief Inspector of Police

 

 

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

 

Security only have permission to deal with people inside the building not outside

Chief Inspector promised to have more community police presence around the area

PPG Member was part of a team who organised a Keep Safe in the Community Police with Pride event at the Gateway Building.   This was also organised by the Police, Council and Salix Homes

The problems do seem to have abated but further input is needed

Patients say they have noticed a difference


 

 

Progress on previous years

  • Main progress in actually having an enthusiastic PPG Group, but would still like to have more members from across our varied patient population
  • We have a new Patient check in system that can be accessed in different languages
  • We have a patient information screen which advises on Health and wellbeing
  • Staff are updating training
  • We are always striving to improve patient access

 

ACCESS DELIVERY REPORT

  • Bookable sessions available Monday 8am until 7.30pm for Doctors & Practice Nurse
  • Bookable sessions available Monday  to Friday for all clinicians 8am to 6.30pm
  • Bookable appointments up to 4 weeks in advance
  • Appointments can booked online, over the telephone or face to face
  • All deflections are provided with appropriate appointments
  • Same day appointments provided if appropriate
  • Data sharing agreement in place

PRACTICE ACCESS

  • Capacity reviewed every morning and extra consultation slots added as required
  • Locum doctor extra sessions
  • Training of Registrar = more appointments
  • Training of ST2 doctors = more appointments
  • The Practice has a Trainee Clinical Practitioner, thus offering extra appointments
  • Practice nurses extra sessions
  • Health Care Assistants extra sessions
  • Telephone consultations booked each day as many as required with same day appointment offered if GP requires to see patient,
  • Some appointments available Wednesday Afternoon for Special Clinics, Pharmacist

 

 

 


 

 

 

 

 

 


 

 

 

 

 

 

 

 

 

 



 
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