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PPG Report 2013 - 14



The Patient Participation Group has been introduced to Little Harwood Health Centre in order to give the registered patients a mode of contributing to how the service operates and offer suggestions as to how issues can be resolved.


Presently the Group consists of 9 patients:-

2 = 35-44 age group
1 = 45-54 age group
2 = 55-64 age group
3 = 65-74 age group
1 = 75-84 age group

2 Males 7 Females

8 White British 1 Indian 3 are carers

The survey issued in 2013 addressed the fact that not all of the diverse backgrounds, ages, lifestyles etc were represented. One new member was recruited directly from that survey.


The Group meets several times per year with their focus being on the Patient Questionnaire that is circulated annually. They identify which topics should be included in the Questionnaire and the relative wording of the question, come into surgery to help distribute the Questionnaire among the patients attending for appointments and arrange when to convene the next meeting to discuss the subsequent analysis information. At the following meeting, the Group suggests ways to resolve any issues that have arisen and the process by which the Practice population can be informed of any prospective changes etc., formulae an Action Plan and help to implement it.


The Group members bring to the table ideas of what to include in the survey through their connection with other patients and their own experiences. As active ‘users’ of the Health Centre they regularly seek GP/Nurse advice, attend appointments, order prescriptions etc. They reach agreement through the common goal of helping our services improve and gain more positive patient feedback and satisfaction.


Approximately 600 Questionnaires needed to be distributed to the patients so that we obtained the feedback from a reasonable percentage of patients registered with us.

The Questionnaire was printed for distribution within the waiting area and also added to the website for patients to complete there. 576 Questionnaires were completed. The members of the Patient Participation Group were particularly helpful in distributing the Questionnaires in the waiting room and we found their help to be invaluable.

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Click here to download/view our analysis of the 2013 to 2014 Patient Survey Results in PDF format


Mr JB; Mrs MM; Mrs PH; Mrs IH;

Practice Manager – Christine Turner; Assistant Practice Manager – Maureen Nixon.

Mrs SB; Mrs JP.

The focus of this meeting was to discuss the results/analysis of the recent patient survey.
Christine thanked the Group for helping to hand out the surveys in the waiting room – this had proved to be very successful in encouraging patients to complete them. A total of 576 were completed. These were mainly the ones given out in the waiting room but a small number came directly through the website.

The analysed results from each answer were discussed separately and will be publicised on the website and notice boards in the waiting room. The Group commented on how positive the answers were.

However, the Group identified that they could help with ideas to resolve some of the issues shown in Questions 6, 7 and 8.

Question 6 was about the Out of Hours services. Although almost 55% (315) of our patients were aware of how to contact help between 6.30pm and 8am, 183 patients did not. Suggestions were generally about advertising the services, where and how, ie;

  • Reduce the number of notices in the waiting room
  • Rotate the notices every 2 months or so - so that they are seen in different areas of the waiting room
  • Make the notices larger
  • Use a holder to keep the notices in and rearrange regularly
  • Place appropriate notices on the back of toilet doors
  • Add to the ‘notices’ page of the website
  • Members of the PPG to attend the surgery and arrange the notices as appropriate whenever they are ready

Question 7 asked whether patients wanted to be able to book an appointment on-line. There were three options; ‘yes’, ‘no’ and ‘don’t have a computer’. 272 patients said they would like to book on-line, 201 didn’t want to and 75 patients who completed the question said they didn’t have a computer.

It was explained to the Group that while this was not part of the GP contract this year, it would be next year and we need to be prepared. The Group felt that advertising the service would be needed and use an assortment of the above methods to do so.

Question 8 asked whether the patients were aware that they could order their prescriptions by e-mail. The replies given were extremely surprising with 291 saying ‘yes’ but 248 saying ‘no’. It was incredulous because there is a note on the white side of every prescription detailing how to do this – along with other ordering methods and the time they are guaranteed to be available. Discussion revealed however that many patients order their prescriptions through the Chemists and never receive the white side. In an attempt to publicise this service the Group would like a separate slip to be put inside each prescription with the Chemists asked to pass these on. This should be done over the next 6 months and then evaluate whether there has been any success.

An Action Plan was discussed so that the above steps could be implemented. The agreed Action Plan is as follows;-

Place survey analysis on website, together with a description of the profile of the PRG members, explaining the steps taken by the surgery to ensure that the PPG is representative of its registered patients or if not, why not and the steps taken to rectify this. April 2014
Place the latest minutes on the website with the analysis of the survey. March 2014
Create appropriate notices. April 2014
PPG to come into surgery to position and rearrange. Every 2 months
Rotate relevant notices in the frame in the foyer – paying attention to current campaigns etc. Every 2 months
Identify which notices would be appropriate to fix on toilet doors, ie Chlamydia, bowel cancer, cervical cancer etc and laminate for infection control purposes Every 2 months
Create smaller notices to put inside prescriptions so that patients become more aware of how to re-order them and the ways of doing so. April – September 2014

As a final note about the survey, Christine confirmed that Question 10 asking whether the patients would recommend the surgery to someone who has just moved into the area, would become a regular question on each survey from next year.


The Out of Hours centre has now been moved upstairs in the hospital. Access is via telephone to NHS111 where patients will be given instruction how to access the unit.

The Breast Screening service is in this area at present. They will screen over 70’s if asked plus there is a trial cohort of under 50’s being invited this time.

Members of the PPG offered to help with the flu clinics next time around.

Enquiries were made about the number FTA appointments. The Group felt that it was very important to publicise the figures in order to make patients think about the appointment they are holding and cancel it if it isn’t needed.


Tuesday, 13th May 2014 at 5pm.


Christine thanked everyone for attending and for their continuing help.


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