City View Medical Practice
Patient Participation Group Action Plan 2015-16
Feedback Sources Considered
Feedback has been considered from the Patient Survey completed in January 2015, Friends & Family Test feedback forms collected
between December 2014 and May 2015, NHS Choices and complaints and feedback received in the practice.
Issues to be considered and objectives for the year 2015-16, which were agreed upon at the PPG meeting held on 7th May 2015, are
shown below:
Issue
 Size & Makeup of Patient
Participation
Group
 Patients not
always aware
of services
available
and/or how to
access them
Objective
 Increase size
of PPG
 Make PPG
more
representative
of patient
population
 Increase
patient
awareness of
services
offered by the
practice
 Increase
patient
Task
Task Lead
1. Create an information leaflet about the
PPG/PHCs.
Victoria Keys
2. Distribute leaflet to patients and ask
whether they are interested. This could
be done at new patient registration and
also by Patient Health Champions.
Victoria
Keys/ PHCs
3. Set up a virtual PPG to run alongside
the face-to-face group.
4. Reintroduce a practice newsletter. This
could include details of TARGET
closures, information about the triage
system, the Pharmacy First scheme and
walk-in centres.
Victoria Keys
5. Circulate newsletter to patients and
carers via clinicians and waiting room.
Victoria Keys
Victoria Keys
Completion
Date
Outcome
 Prescriptions
not always
accurate
and/or ready
on time
awareness of
how to access
services
 Consider how
the practice
engages with
patients and
carers
 Increase the
number of
patients
signed up for
electronic
prescribing
 Improve
communicatio
ns with
pharmacies
 Streamline our
systems
 Number of
DNAs annoy
patients who
cannot get an
appointment
 Decrease
number of
DNAs
 Cannot easily
book a
telephone
appointment
within a week.
 Consider
increasing the
number of
telephone
appointments
available.
6. Include carers in the virtual PPG.
Victoria
Keys/ Louise
Thornton
7. Consider communication with patients
via MJOG.
Victoria
Keys/ Clare
Dean
Victoria Keys
8. Advertise existence of electronic
prescribing and nominated pharmacies
via newsletter.
9. Receptionists encourage patients to
nominate a pharmacy.
Norma
Garforth
10. Continue to hold monthly meetings with
pharmacies.
Clare Dean
11. Use GPIP ‘Consistency of Approach’
method to tackle prescription workflow.
Victoria
Keys/ Norma
Garforth
12. Use MJOG, which allows patients to text Victoria
back a cancellation or a rescheduling
Keys/ Clare
request.
Dean
13. Receptionists to continue to remind
patients the day before when they have
a longer appointment.
14. When considering appointment ratios,
also look at number of telephone
appointments and see whether these
could be increased further.
Norma
Garforth
Victoria
Keys/
Partners