HORSLEY
MEDICAL
PRACTICE
Standard Reporting Template – Patient Participation DES 2014/15
Surrey & Sussex Area Team
Practice Name: Horsley Medical Centre
Practice Code: H81084
Signed on behalf of practice
Dr Marazzi
Date 26/03/2015
Signed on behalf of PPG
Kim Tolley
Date 26/03/15
1.
Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)
Does the Practice have a PPG? YES / NO
Yes
Method of engagement with PPG: Face to face,
Email, Other (please specify)
PPG meetings
Face to face
E Mail
Number of members of PPG:
Approx 25
Detail the gender mix of
practice, population and PPG:
%
Practice
PPG
Male
4914
20
Detail of age mix of practice population and PPG:
%
<16
1724
2534
35-44
45-54
55-64
65-74 >75
Practice
2001
855
774
1123
1657
1303
1181
1116
PPG
0
0
0
0
10
7
11
2
Female
5096
10
Detail the ethnic background of your practice population and PPG:
White
%
British
Irish
Practice
PPG
2338
13
Mixed/ multiple ethnic groups
Gypsy or
Irish
Traveller
Other
white
White
Black &
Caribbean
87
White &
black
African
White &
Asian
4
19
Black / African /
Caribbean
/ Black British
Asian/ Asian British
%
Indian
Practice
PPG
6
Pakistani
Bangladeshi
Chinese
2
5
Other mixed
Other
Asian
African
Caribbean
6
Other
Other
Black
Arab
Any
Other
3
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:
We have advertised for members of the PPG via the website and on posters in the surgery. Members of staff
suggest to patients, when appropriate, if they would be interested in joining.
Are there any specific characteristics of your practice population which means that other groups should be included
in the PPG? e.g. large student population, significant number of jobseekers, large numbers of nursing homes or a
LGBT community? YES/NO
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
Outline the sources of feedback that were reviewed during the year:
The PPG undertook a patient survey of 549 patients in July 2014.
How frequently were these reviewed with the PRG?
At each meeting – every 3 months . Plus smaller group meetings to discuss survey.
Action plan priority areas and implementation
Priority area 1
Description of priority area:
Improving disabled access to the medical centre
What actions were taken to address the priority:
Letter sent to Guildford Borough Council to check ownership of doctors parking bays in front of the medical centre.
Quotes obtained to paint lines on car park for disabled bays.
Result of actions and impact on patients and carers (including how publicised):
Lines painted in car park for disabled bays and drop off area.
Improved disabled access to the medical centre.
Publicised on the website
Improved access to patients and their carers at the medical centre.
Priority area 2
Description of priority area:
Improving customer care and confidentiality in the reception area
What actions were taken to address the priority:
Customer care training for all reception staff
Moving the telephone answering out of the main reception area. All calls to patients to be made away from main
reception.
Confidentiality in the reception area improved by redesign of area. Music has also been introduced in the waiting
area.
Result of actions and impact on patients and carers (including how publicised):
Increased patient satisfaction in relation to receptionists and the reception area
Enhanced patient confidentiality.
Priority area 3
Description of priority area:
Extended opening hours to improve access to the GP’s
What actions were taken to address the priority:
Extending opening hours to one early morning per week.
Organise a rota of staff and doctors for the extended hours surgery.
Open the appointments system to include these appointments as a ‘commuter surgery’
Result of actions and impact on patients and carers (including how publicised):
Improved access for patients. This will be reviewed in 3 months and if popular will look at introducing a late evening
surgery.
Progress on previous years
If you have participated in this scheme for more than one year, outline progress made on issues raised in the
previous year(s)
Free text
N/A
3.
PPG Sign Off
Yes
Report signed off by PPG: YES / NO
23/03/15
Date of sign off:
How has the practice engaged with the PPG:
How has the practice made efforts to engage
with seldom heard groups in the practice
population?
Has the practice received patient and carer
feedback from a variety of sources?
Was the PPG involved in the agreement of
priority area and the resulting action plan?
How has the service offered to patients and
carers improved as a result of the
implementation of the action plan?
Do you have any other comments about the
PPG or practice in relation to this area of work?
The senior partner and practice manager come
to every meeting.
Not at present – the PPG has only been
organised for one year.
Yes – on the website and through a patient
survey & Friends and Family Test
Yes
Improved access for patients
Improved disabled access to patients and their
carers at the medical centre.
Increased patient satisfaction in relation to
receptionists and the reception area
Enhanced patient confidentiality.
No