Patient Participation Group

Patient Survey Results 2012

Click here to download the results of our 2012 patient survey (.pdf format)

Summary and Action Plan

This year’s survey was run using an online survey facility which enabled patients to enter their responses directly. In addition we made survey forms available within the practice and sent forms out with all our usual invitation letters during the period the survey was open (02/11/11 – 23/02/12).

In summary:

The practice was rated highly in most areas (see detailed results PDF).
A majority of patients showed a preference for the practice to be open additional hours. Evenings & weekends being the most popular choices. We are in the process of increasing GP cover to address these requirements.

The comments which were made by patients through the survey included:

• The waiting room is dirty and unfriendly. Getting through on the telephone featured in some comments although some did comment that this has improved with the new telephone system.

In order to address these issues we propose to take the following action:

• To update the waiting room with new flooring, re-painting and new blinds

• To review other methods of enabling appointment booking to avoid busy telephones at certain times of day (usually early a.m.) – including automated telephone booking systems and staff re-organisation.

Our proposals have been shared with our patient reference group who were in agreement with the plan although patients did state that they were not keen on automated telephone appointment booking systems so we will take this into account in our plans.

Thank you to everyone who took part.

About Our Patient Participation Group

What is the Patient Participation Group?

The aim of this group is to get patients involved with the practice in a positive way to help improve the health care services it provides through meaningful consultation and participation.

The PPG helps the practice understand patients needs from a patient perspective and therefore helps the practice with decision making. This is two way process and also a forum for patients to obtain information about the practice to help them understand how general practice is organised.

When did it start?

Red Bank Surgery patient participation group started in November 2011 with only a few patients in attendance.

Who is involved from the practice?

The Practice Manager attends each meeting. GPs attend at the request of the group and other health professionals.

What is discussed at the meetings?

The agenda is driven by particular topics that the Practice or patients wishes to bring to the attention of others. The meetings are chaired by a patient.

When are the meetings?

The meetings are quarterly, dates for meetings are decided at the meeting and are advertised on the PPG notice board and on this Practice Website.

Do I have to attend each meeting?

No you do not have to attend each meeting. Once we know that you would like to become involved you can decide for yourself exactly how much you would like to become involved. If you would just like to receive the minutes of the meetings then please pass on your contact details to the practice manager, you can have the minutes sent or simply view them on this Practice Website.

Downloads

How do I find out more information?

Contact details:

Mr Brian Peal
Practice Manager
Red Bank Surgery
520 Clifton Drive
Lytham St Annes

TEL: 01234 567890

Join The Group

if you would like to become a member of the Patient Group, please complete the form below:

Your Details Name: Date of Birth: E-mail: Address Date of Application Are you? Male Female How would you describe how often you come to the Practice? Regularly Occasionally Very rarely To get us started - Ideas/Suggestions/Comments

Please note:

• No medical information or questions will be responded to.
• Individual complaints cannot be dealt with through the Patient Group. Complaints should be addressed to the Practice Manager. Copies of our complaints procedure can be requested from the practice.

Please be assured that your contact details will be kept safely and securely, and not shared with anyone else.

The information you supply us will be used lawfully, in accordance with the Data Protection Act 1998. The Data Protection Act 1998 gives you the right to know what information is held about you, and sets out rules to make sure that this information is handled properly.