Patient Participation Concordia Report 2016/17
Practice Name: Melbourne Grove Medical Practice
Practice Code: G85132
Signed on behalf of practice:
Stephanie Campbell
Signed on behalf of PPG:
1.
Date:
Date:
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES
Method(s) of engagement with PPG: Face to face, Email, Other (please specify)
the
Letters to Patient Participation Group members and patients who had expressed an interest, Canvasing in the waiting room via
posters and online via the practice website.
Number of members of PPG: 23 members
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Patient Participation Concordia Report 2016/17
Detail the gender mix of practice population and PPG:
%
Practice
PRG
Male
48
35
Detail of age mix of practice population and PPG:
Female
52
65
%
Practice
PRG
<16
19
0
17-24 25-34 35-44 45-54 55-64 65-74 > 75
8
23
20
15
8
4
3
0
4
9
0
13
35
39
Figures subject to change after we have had our third
meeting
Detail the ethnic background of your practice population and PRG:
Practice
PRG
British
Irish
36
39
5
0
White
Gypsy or
Irish
traveller
0
0
Other
white
14
17
Mixed/ multiple ethnic groups
White
White &black
White
&black
African
&Asian
Caribbean
1
2
2
0
0
0
Asian/Asian British
Practice
PRG
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Indian
Pakistani
Bangladeshi Chinese
2
4
2
0
2
0
2
0
Other
Asian
4
4
Other
mixed
10
4
Black/African/Caribbean/Black
British
African
Caribbean Other
Black
14
7
5
4
9
0
Other
Arab
1
0
Any
other
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Patient Participation Concordia Report 2016/17
Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic
background and other members of the practice population:
The practice continues to advertise the PPG to all patients irrespective to their ethnicity, mobility, gender or age.
The gender mix of the PPG remains to be predominately female but we have had more male patients join this year so this has now
risen to 35%.
The main ethnic population continues to be British in the PPG representing 39% and 36% of the practice population.
This year the practice ran a series of Youth PPGs, Diabetes Awareness Group and the Garden Group also continued under the
guidance of the patient ambassador and feedback from these groups have been feedback
Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?
NO
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were
successful:
2.
Review of patient feedback
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Patient Participation Concordia Report 2016/17
Outline the sources of feedback that were reviewed during the year:
Feedback has been received throughout the year via patient complaints, NHS Choices reviews and friends and family
questionnaires. All feedback gets reviewed by the practice management team and learning outcomes generated where appropriate.
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Patient Participation Concordia Report 2016/17
3.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Practice Charter
What actions were taken to address the priority?
 Assistant Practice Manager provided the PPG with examples of other PPG Practice Charters
 Meetings have been arranged by PPG members outside of the normal PPG meetings to discuss and action
 Discussions surrounding this have also been held in PPG meetings.
Result of actions and impact on patients and carers (including how publicised):
The practice charter is still a work in progress. The aim of the charter is to give guidelines on expectations of how the surgery
should perform but also what the surgery expects from its patients.
Priority area 2
Description of priority area:
Online Access
What actions were taken to address the priority?
 The practice has promotional material available and have been encouraging patients to sign up by endorsing the benefits
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Patient Participation Concordia Report 2016/17

to patients when in attendance or via the phone.
PPG members will be attending the practice to help with promotion by handing out leaflets.
Result of actions and impact on patients and carers (including how publicised):
The practice has increased number of patients registered to online services and continues to push towards NHS Englands target
of 10%.
Priority area 3
Description of priority area:
Southwark Locality Representative
What actions were taken to address the priority?
 Feedback from locality meetings received from the patient ambassador
 Scheduling of the PPG meetings to coincide with locality meetings.
Result of actions and impact on patients and carers (including how publicised):
Practice PPG meetings have now been scheduled to run on the week before the Southwark locality PPG meetings in order
to allow efficient feedback on how the practice PPG is running. The positive outcomes from the surgery are raised to the
locality as a way of sharing with the other PPGs in Southwark.
Report signed off by PPG:
Date of sign off:
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Patient Participation Concordia Report 2016/17
How has the practice engaged with the PPG:
The practice has engaged with the PPG using the following methods.


Quarterly PPG meetings run by the Assistant Practice Manager.
PPG members can approach the practice team via the patient ambassador.
How has the practice made efforts to engage with seldom heard groups in the practice population?
Additional Youth PPGs have been run to try and engage with a younger population and promote health and well-being in this age
range. A garden group is being run by the patient ambassador.
Has the practice received patient and carer feedback from a variety of sources?
Feedback at the practice is being received via a number of sources.
 Friends and Family questionnaires via SMS and handwritten in person.
 Complaints and compliments sent into the practice by letter, email and via NHS choices.
 PPG meetings.
 Patient appointments with clinicians.
 Through the patient ambassador.
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
Our practice is very patient orientated in terms of providing the best possible experience to those that use our services. The
Charter will give clear and explanative guidelines on expected behaviour for both staff and patients alike. By increasing access to
online services, we are hoping to reduce the number of calls by 40 a day saving 140 hours per week of reception/admin time,
enabling staff to concentrate on other duties and provide better access to those who are not computer literate.
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Patient Participation Concordia Report 2016/17
Do you have any other comments about the PPG or practice in relation to this area of work?
The PPG as per previous years continues to be active within the practice and often meet up outside of the designated meeting
days.
Progress on previous years
Is this the first year your practice has produced a PPG Report?
We have completed this report for 4 years in a row.
If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):
1. PPG have raised concerns in regards to contacting the practice via the telephone line. We have made sure that during the most busiest times of
the day that we have at least three admin members answering the telephone lines in order to keep the wait on hold to a minimum
2. Patients requested that the practice website is updated. It was updated in March 2015 and is now due for another update. We have to look into
how we can foster more frequent updates of the practice website.
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Copies of PPG Minutes from 2016/17
PPG Minutes
23.06.16.docx
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PPG Minutes
29.09.16.docx
PPG Minutes
08.12.2016.docx
PPG Minutes
23.02.17.docx