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The Forge, London Road, Stockton Heath, Warrington, WA4 6HJTel: 01925 604427
We close the last Thursday afternoon of every month, this is necessary for all the practice team to undertake mandatory training. Please be aware that this may change from time to time so check this web site and notice boards in the surgery.
We would like to know how we can improve our service to you and how you perceive our surgery and staff.
We have a Patient Participation Group that meets at the surgery every 8 weeks; a group of about 12.
We would like to gather feeback from more of our patients. Would you like to come along to the meetings? Contact email@example.com or telelphone 604427.
Please read our Terms of Reference and Code of Conduct below for more information.
Or would you prefer to join our on-line group?
We have a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.
We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.
If you are happy for us to contact you occasionally by email please click the link below to open the sign-up form and complete all the fields.
Complete the Patient Group Sign-up Form Online
If you prefer, you can download the sign up form as a pdf document, print it out, complete it and return it to the practice.
Download the pdf version of our sign up form
We will be in touch shortly after we receive your form. Please note that no medical information or questions will be responded to.
Terms of Reference
Code of Conduct
Many thanks for your assistance
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.
PPG Report 2014
PPG Report 2013
Patient Survey Response October 2016
Minutes 16 January 2013
Minutes 17 April 2013
Minutes 5 June 2013
Minutes 11 September 2013
Minutes 16 October 2013
Minutes 15 Januray 2014
Minutes 26 February 2014
Minutes 14 May 2014
Minutes 16 July 2014
Minutes 17 September 2014
Minutes 19 November 2014
Minutes 4 February 2015
Minutes 15 April 2015
Minutes 17 June 2015
Minutes 19 August 2015
Minutes 13 January 2016
Minutes 9 March 2016
Minutes 15 June 2016
Minutes 7 September 2016
Minutes 30th November 2016
Minutes 11 January 2017
Minutes 1 March 2017
Minutes 1 May 2017
For information about our latest meetings please see the Reports & Minutes page.
Information shared with Warrington CCG - November 2013
What work have we done as a PPG over the last few years?
Examples of successful PPG activities
· Practice/PPG has held 3 Open Days – service providers attended alongside the Practice Team. Patients able to see behind the scenes and meet service providers who can support many long term conditions. Although not huge numbers of patient footfall, each event was seen as a success in promoting both the Practice and external providers. An aim of our group is developing health promotion.
· PPG supported mini event afternoons for individual providers ie WIRED, Parkinson’s Nurse, Alzheimer’s Awareness.
· PPG members gave many hours demonstrating new book-in screen – On going.
· PPG members have helped with distribution of each PPG survey and also with data collection for work we are doing with Productive General Practice.
· Noticeboards have been streamlined.
· Introduction of new appointment system in May 2012 following patient feedback via PPG meetings/Virtual Patient Reference Group. (Unfortunately although new system worked at first, we are now struggling to meet demand and are therefore in initial stages of Doctor First programme)
· PPG communication board within the Practice – nominated space to give feedback to patients. (however we do have problems that it is repeatedly defaced).
· Changes to times prescriptions can be collected.
· Changes to times results can be accessed on the telephone.
· Promotion to staff of use of small room next to reception desk for extra privacy if patient requests this.
· Telephone message changed – re speed plus queue system to indicate how long patient can expect to wait for call to be answered.
· Engaging well with virtual group – data protection issues raised re - group email addresses
· Poor response to requests for feedback. Contact has waned but we hope to re-connect with group.
· PPG Newsletter – didn’t really get off the ground. We need PPG to re-visit.
· Recruitment of new members
General good practice for PPG involvement:
We are still learning!
We have found that “participation” is the key word for our group. The PPG members work closely with members of the Practice team; Operations Manager, Receptionist, Assistant Practitioner and 2 GP’s.
Our group doesn’t have a Chairperson. Meetings are led by Karen Chriscoli, Operations Manager/Minutes collated by group member but typed by Karen. We feel that we have a democratic and informal group where all opinions are welcomed. We recently had a guest who commented on how good the atmosphere was at the meeting.
Group members have regular access via email with Karen and if they pop in to surgery often have a chat. Issues can be raised at any time. We have recently encouraged group members to share contact details with each other so that they can keep in touch between meetings.
We are aware that “one size does not fit all” and that how other Practices run their groups may not work for ours. We feel that you need to see what works for your Practice.
We do have an agreement that members should only be with the group for up to 3 years to encourage continuing development of ideas…. Not getting stale! However, we also acknowledge that recruitment of new members is difficult and this is something we will focus on in the coming months alongside re-starting the virtual group. Need to encourage engagement of all staff members in promotion of the PPG.
…….And what that means to us………………………
We are proud of our clinical standards and the supportive relationships of our clinical team. These comments make our team feel valued and are encouraged to deliver the highest standards of clinical care.
The reception team are happy that many patients appreciate the work that they do in supporting the clinical team and addressing the needs of our patients.
Arrival: Booking-in screen
However, some patients prefer to speak to a person……
We still have receptionists at the desk so that if you do prefer the human touch they are there for you, unfortunately queues do build when the receptionist is dealing with queries and this will mean you have a longer wait….please bear with us.
……..And what we are doing about it………………
“Very difficult to get an appointment with particular GP if you work and want to plan ahead”
“Getting non-urgent appointments is hard if you are working and have a busy family life”
“Need to be able to book an appointment that suits the patient not the GP”
The clinical team faces a difficult task in meeting the demands of an ageing population who have more chronic diseases and complex health needs. The Practice has received funding to help address the difficulties we have in meeting demand for routine; non-urgent; emergency care and chronic disease management. Beginning in September we will be embarking on the initial stages of “Doctor First” program (recently reported on BBC North West Tonight about Manchester Practices) with the aim to introduce a new appointment system early January 2014. Further details will be available soon.
“You need more staff to take calls at critical times”
“It is really difficult to get through on the phones in the early mornings”
“I have been trying to get an appointment by phone for 3 weeks”
We are investigating ways to improve telephone access. Patients can now order prescriptions via our website. We are hoping to introduce on-line booking of appointments in the near future but first we need to address the problems we have with appointment demand (Doctor First program). We are hoping that the introduction of “Doctor First” will combat the need to fight your way through the system to gain an appointment and thus reduce telephone demand. Receptionists often deal with queries on the phones that take longer than a call to book an appointment….
“Car parking limitations worrying when appointments run late”
The car park is a public car park run by Warrington Borough Council (WBC). Please ensure that you pay the appropriate fee so that you are not caused any additional anxiety whilst waiting to see a clinician. Any concerns need to be addressed to WBC.
Please be aware that there may be times that your clinician will want you to have further tests whilst you are at the surgery and this can lead to you being at the surgery for longer than you expect.
Some patients feel that the reception team need customer service training.
Some patients just want advice and feel that the Practice puts up barriers.
The reception team felt frustrated by some of the feedback, they are working hard under pressure with strict guidelines to follow. Patient contact is varied and some of this is highly stressful and difficult to manage.
The team are due to have an update of their Personal Development Training and will address issues of dealing with difficult situations/patients so that these issues do not impact on how the service they offer to our patients.
“I had to give details before receptionist decided if an appointment was required…not sure if this is right!”
Our reception team are trained to ask appropriate questions to ensure that you see the most suitable clinician. We are lucky to have a varied clinical team; GP’s, Nurse Practitioners; Practice Nurses; Assistant Practitioner; Health Care Assistant; the receptionist will book you with the most appropriate person.
“Good to be all together, to work together, to achieve goals”
“Feel positive about the changes but hope we can keep the impetus of the process rather than buckling under demand”
“Happy to engage in this process as demand has to be addressed as urgent – for our sake and the patients’ sake”
“Move forward. Be open to change. If you are unsure ask.”
“Nice to know patients’ are happy when they get to see us – just need to get them here……………”
“Optimistic. This exercise will result in positive change.”
08:30 - 18:00
08:30 - 17:00
Four topics were highlighted in Patient's replies:
We have considered the views and concerns of our patients. We hope the proposed changes will improve the service we provide. Communication is the key element and we will continue our new established Patient Participation Group/Patient Reference Group. The Patient Reference Group will regularly ask for Patient opinions via email. Concerns and suggestions will be discussed at the Patient Participation Group meetings.
Contact details: firstname.lastname@example.org
PPG/VPRG CODE OF CONDUCT
All members of the PPG will be expected to sign a declaration that they will act in accordance with this code.
1) Doctor/Patient confidentiality will be of paramount importance. Any breach of such confidentiality will lead to the forfeiting of a place in the PPG.
2) Members of the Panel will not discuss their own GP, their individual illness, condition or nature of treatment at any PPG meetings.
3) Members of the PPG do not require information about individual patient’s, identity, illness, condition or nature of treatment and should not seek it. If patients willingly disclose such information in the course of discussions, members should receive this in the strictest of confidence.
4) Members are expected to conduct themselves with courtesy and consideration for others, whilst retaining the ability to be constructively critical where this is appropriate.
5) Members of the PPG are not expected to approach the media without prior approval of the Practice.
6) When speaking as PPG member in a public forum or in private or informal discussion, members should ensure that they reflect the current view of the PPG, whether they agree with it or not.
7) PPG members have a responsibility to respect and promote the corporate and collective decision of the PPG even though this may conflict with their personal view.
8) PPG members are, of course ultimately free to comment as they wish as individuals. However, if they decide to do so they must make it clear that they are expressing their personal view and the PPG’s view.
9) Members should make sure that their comments are well considered, sensible, well informed, in good faith, in the public interest and without malice and that they enhance the reputation and status of the PPG.
10) Values that underpin the work of the PPG include:
Ø Accountability: Everything done by the PPG should be able to stand the test of scrutiny by the public.
Ø Integrity: This should be the hallmark of all personal conduct between members of the PPG, the Practice and the Public.
Ø Openness: There should always be sufficient openness of the PPG activities to promote the confidence of the Practice and the Public.
Improving the Patient Experience ;
· Consider the nature of customer complaints and develop a strategy to improve common areas of complaint
· Take on board the views and needs of customers, challenging the practice constructively where necessary and balancing the needs of the business when suggesting improvements
Developing Health Promotion
· Assist the practice and its patients by arranging/liaising with local voluntary groups to raise awareness of health promotion
· Support promotion of health clinics by developing links with other relevant local community groups in the area to share information (such as parent and toddler groups/ elderly persons forums/ well woman/man clinics/ carers groups etc)
· Support communication in the local community which may affect healthcare
· Support activities within the practice in promoting preventative medicine
· Work with the practice to canvas customer opinion to influence the provision of Secondary Healthcare and Social Care locally
· Work with the practice to monitor the effectiveness of other health services in the community e.g. support following hospital discharge
· Help patients take more responsibility for their health through improved communication activities
· Gather and communicate information about the community which may affect healthcare (through its involvement with local community groups)
· Foster improved communications between patients and practice
· Provide an avenue for patient views on the organisation of their care
· Receive and communicate information and feedback from GP’s and practice staff, cascading to local groups as necessary
· Develop information centres in the surgery regarding communication with and through the PPG
· Liaise with other PPG ’s in the area
· Support feedback to NHS trusts on consultation exercises
Developing New Services
· Contribute views to the continuous improvement of services
· Support the practice in consultation and service planning, operation and development of proposals for change
· Provide practical support and help to implement change