The Practice has tried to get the current PPG membership to be reflective and representative of its practice population. 

There are 11 PRG members within the group.  There are 2 male and 9 female representatives. 

Age profile:                                                Ethnicity profile:                   

1 x member: 25-35 years                         9 x members  White British                          

5 x members: 36 – 50 years                    1 x member    Asian Indian

1 x member: 51-65 years                         1 x member    Black Caribbean

4 x members: 66+ years

The Practice has collected and recorded 66% the ethnicity of its practice population and feels that the PPG ethnicity profile is representative of the practice population, however, it will continue to be proactive in recruiting new members from as many ethnic backgrounds as possible. This will enable the practice to have a diverse group of patients to feedback valuable ideas and suggestions for improvement.

Practice Ethnicity Profile

42%   White British

4%    Other White

11%  Asian

4 %   Black Afro/Caribbean

5 %   Other

34%  No ethnicity

The Practice has considered evening meetings to attract patients who are either in education, have children of school age or are working. Unfortunately patients such as children/young people, carers, and parents with small children in particular have not come forward or are able to offer their time. 21% of the practice population are under 16 years of age; 67% of the practice population are either in education/working and 12% are retired.  The membership of demographics of the PRG mainly reflects the larger age group within the practice profile.

The Practice has found that the current membership reflects the types of patients who have a certain level of confidence and free time and have the flexibility to attending meetings.

Chester Road Surgery had previously had a PPG but wanted to attract new members to the group. The Practice understood that although many patients might be interested in offering their views and ideas they either did not want to or could not attend meetings. For this reason the Practice identified a need to offer patients the opportunity to become involved by joining a Virtual Panel that fed back into the PPG.   The process for both was carried out by the Practice by publicising through its website, its electronic notice board and by displaying notices in and around the Practice. The Practice also had individual invites for the GPs to personally give to patients. 

The Practice has tried to target specific registered patients, particularly under represented groups through various means.  For example, by contacting the local community groups.  

The Practice has made use of its text messaging patients.  However, the Practice has found that targeting patients who are either in education or in employment, these patients are not able to offer their time to attend meetings.  However, it has enabled the Practice to encourage patients to join its virtual PPG group.

The Practice is also adding a PPG application form pack as part of its registration pack for new patients.

The Practice was very keen in engaging patients to help deliver and design services around the needs of its patients.  The Practice was keen to ensure that before it sought the views of its patients on the priority areas, that the group understood its roles and responsibilities and why as a group they are central to everything the Practice does.

The PPG were keen to consider to common themes from complaints so the Practice used feedback from complaints, significant events, comments and suggestions by patients to help inform of the priority areas. The PPG wanted look at issues regarding the telephone system and 0844 number, appointment and telephone access, patient experience whilst attending the surgery and communication between the Practice and patients regarding the services it offers.

The PPG members agreed the priority areas for inclusion of the Practice survey.

It was agreed with the PPG to have a short, simple questionnaire to encourage responses and more truthful comments.

Prior to the survey the practice displayed posters in and around the surgery informing patients that a survey would be undertaken. 

Patients were asked upon arrival to the surgery if they would be happy to participate in the local survey.  The Practice looked at targeting various groups of patients and different times of the day (ante-natal, chronic disease clinics, and general routine appointments with GP/Nurses).

The Practice also advertised the survey on its website, which enabled patients visiting the website for information etc the opportunity to participate.

The survey was conducted during December 2011.   A total of 300 questionnaires were given out to patients by the staff and a total of 137 questionnaires were completed. These were analysed and a report of the findings was compiled.

The analysis of the local patient survey pinpointed those areas where improvements might be needed.

The results were discussed, with the PPG members, in detail, at a meeting in January 2012. This enabled the Practice & the PPG to compile an action plan based on the findings/results.  The Practice was able to agree an action plan with the support of the PPG, which was approved by the group at its meeting held on 13^h January 2012.

Patients were asked a total of 11 questions with regards to the practice, including areas around the telephone system and its 0844 number, appointment and telephone access, patient experience whilst attending the surgery and communication between the Practice and patients regarding the services it offers.

The Practice received many comments regarding the telephone system, problems in getting through to the practice first thing in the morning and the cost of phone calls, problems experienced in getting an appointment with a GP. 

Responses found to be positive

Staff are welcoming and accommodating,

Excellent service

A friendly environment

Responses found to be least positive

Telephones - Overwhelming comments regarding the difficulties in getting through to the practice first thing in the morning and the cost of calls to the 0844 number especially from a mobile.   Patients find the queuing system frustrating and do not like this option.

Booking an appointment  - delays in getting an appointment at short notice, some patients prefer the option to turn up on the day  rather than having  an appointment system, especially when they need to go to work after.

Electronic- the option to order repeat prescriptions on line or book an appointment.

Practice Environment  - reduce the number of posters, improve waiting room signage, need for redecoration, practice has outgrown its premises and needs a bigger place.

The PPG have identified the following priorities:

·        New telephone system and local 0161number

·        Electronic self check in system

·        On line ordering of prescriptions and booking of appointments

·        Interactive website

·        Communication and promotion of services

An action plan details the recommendations/priorities identified by the PPG/Practice.

Chester Road Surgery is open Monday to Friday 8.00 – 18.30. 

Patients can make face-to-face appointments and telephone consultations by either telephoning or calling in to the practice to make an appointment.    The Practice has text messaging facilities to remind patients of their appointment, as well as proving health promotion messages.