Our PPG Report
The practice’s Patient Participation Group (PPG) was
established in August 2009 and the participants were recruited by searches on
the GP clinical system alongside successful advertising within the surgery.
The demographical parameters of
the PPG act as a representative voice for all social groups within the practice
population and has successfully recruited a sample group which takes into
account variants within ethnicity, gender, age, disability and sexual
The practice is committed to
accepting more patients onto the PPG board.
A Patient Satisfaction Questionnaire (PSQ) template was brought to
the PPG committee in June 2012 in light of initiating a PSQ which addresses
areas for possible improvement.
The following were agreed with our
PPG as priority areas for audit:
- Continuity of care /
GP of preference
- ‘Bedside manner’ of
- Appointments running
Upon establishing an agreed PSQ
with the PPG, the practice initiated a PSQ audit in July 2012. The PSQ was offered
to every patient at both Briton Street GP Surgery and Westcotes GP Surgery
between the 16th July and the 20th July 2012.
The July 2012 PSQ results were
discussed at the August 2012 PPG committee meeting and overall, our PPG was
happy with the results but felt the key areas for audit required further
The following action plans were
created following the direction of the PPG:
Continuity of care
Action Plan 1
To ensure all receptionists are
trained to offer a GP of preference & perform a look back exercise through
patient records to see the last clinician the patient consulted with.
Action Plan 2
Although it was agreed GPs are
under pressure from robust consultation schedules, it should be reiterated by
management that bedside manner is paramount
Appointments running on time
Action Plan 3
Receptionists to be trained to let
patients know upon arrival if the GP is running slightly behind schedule.
The above action plans were
implemented at both Briton Street GP Surgery and Westcotes GP Surgery following
the August 2012 PPG committee meeting.