Patient Representation - Local Participation Report
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without the prior consent in writing from Mount Pleasant Health Centre.
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Document Revision and Approval History
Version
1
Admin
Julie Croze Practice Manager
Mount Pleasant Health Centre
PPG
1
Patient Participation Group
28/03/2014
Date
28/03/2014
Version Created By:
Version Approved By:
JC
PPG
Comments
Mount Pleasant Health Centre
Local Patient Representative Group Report
Date Published: Friday 28th March 2014
Practice Profile:
Male
Over 65 years
Female
Under 65 years
East
West
North
1st 2nd 3rd
4th
Qtr
Qtr
Qtr
Qtr
White British
Other ethnic mixed
Indian
Black African
Chinese
Black Caribbean
Bangladeshi
Pakistani
A description of the profile of the members of the PPG:
Male
Over 65 yrs
Female
Under 65 yrs
100
80
60
East
40
West
20
North
0
1st
2nd
4th
Qtr
Qtr
Qtr
Our current PPG members consist of a mix of ages, sexes and working as well as retired. They
have mixed views on the variety of topics discussed and all members have a voice at our meetings.
They have themselves nominated a Chair and Vice Chair from within the group and a staff
member is acting as secretary to take the minutes of the meetings.
A description of what steps the Practice has taken to ensure that the PPG is representative of
its registered patients and where a category of patients is not represented then what steps
have been taken by the Practice in an attempt to engage with those patients:
The Practice has produced leaflets to both promote the Patient Participation Group and to
engage patient participation. The leaflets are available throughout the surgery. We advertise
the group on our Practice Website and on our Patient Information screen in the main waiting
room.
More recently members of the group spent time in the waiting room, promoting both the patient
survey and the Patient Group to our patients. This was an informative time for both the group
members and the patients with whom they met and discussed Practice issues.
One of our Friends of Mount Pleasant Group members is also a member of our Patient
Participation Group which we believe is beneficial and the representatives’ then feedback to the
respective groups.
We have been reasonably successful in our endeavours to make the group a representative
group of our Practice population.
We do encourage members from our ethnic minority groups although to date this has not been
as successful as we would like. You will see from the above Practice profile that our ethnic
minority is not a high percentage of our overall patient population but we do recognise the
importance of representation from that group of patients.
We continue to receive requests for additional patients to join the group and we are always
pleased to welcome new members to the group.
A description to be entered in around how the Practice and the PPG determined and reached
an agreement on the issues which had propriety within the Local Practice survey:
All members were asked to consider local priorities and areas for improvement in order to
determine the questions for the Practice survey. We collated the ideas and produced a 13/14’
survey with 9 main questions excluding the profile questions. They covered the following topics:
waiting areas in the Health Centre, services available in the Health Centre, Informational
sessions, e-mail communication, treated with dignity and respect by members of the various
teams, telephone triage system and the general service within the Health Centre.
A description of how the Practice sought to obtain the views of its registered patients
The group agreed that the survey would be distributed around the Health Centre to be promoted
by Practice staff and handed out to patients attending the surgery. There were messages on the
Patient information screen and on the website asking patients to access the survey via the
website or collect a copy from Reception in order to complete the survey. A message was added
to prescriptions again asking patients to complete the survey and text messages were also sent
asking patients to access and complete the survey. Members of the patient group were then
given an area in the waiting room to promote both the Patient Group and ask the patients to
complete the survey in order for their voices to be heard.
A total of 315 surveys were completed. This represents almost 2% of the Practice population.
62% of responders were female and 4% from ethnic minorities. 60% of responders were under
65 years of age. The service users were targeted again this year as they appear to understand the
services available more readily than the random respondents from previous years.
A description of how the Practice sought to discuss the outcomes of the local survey and the
Practice’s action plan together
The outcomes of the survey were largely positive. We received 315 completed surveys which we
felt was a good response. We held a meeting with the Patient Participation group to discuss
collation and feedback of the results. The members of the group who had spent time in the
waiting room talking to patients were also able to add to the discussion. We delivered a power
point presentation with a breakdown of the results including the comments and suggestions,
both positive and negative.
A description of the findings or proposals that arose from the local Practice survey and what
can be implemented and if appropriate reasons why any such findings or proposals should not
be implemented
The meeting provided the forum for the PPG members to view the presentation of the results
and patient comments in order to identify areas for change and prioritise:
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64% of patients responding were happy to receive test results via e-mail. The group
discussed this and agreed that this should be where tests are normal and no on-going
discussion is required with the GP
94% of patients responding agreed that they were treated with dignity and respect by the
GP’s and the nurses and 88% agreed that they were treated with dignity and respect by
the Reception team. This will be discussed with the teams and the Reception team have
regular meetings where customer service is always a high priority and any training
issues regularly addressed.
The waiting areas were agreed as comfortable by 95% of patients responding. The radio
and music playing in the waiting rooms was recognised as a dilemma for the Practice.
The majority appear to like the radio, whereas some would rather have nothing playing.
We agreed that we are not going to be able to suit everyone on this subject.
The website was recognised as an important feature of Mount Pleasant Health Centre
and agreed to be very useful especially for ordering repeat prescriptions. This will be
reviewed in order to ensure services available are on the website are regularly updated.

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Car park – we agreed that we cannot improve on the facilities available and therefore
further discussion would be meaningless.
The triage system appears to be working for most, although some are still questioning
the meaning of ‘triage’. The general consensus was that it can sometimes be a problem
getting through on the phones but that the access to the patient’s preferred GP with the
‘telephone triage’ system was good. 60% of responders had used the triage service and
58% understood the process. Comments overall were very positive – there were some
negative comments and these were also discussed
Given the numerous topics mentioned for patient education we spent some time
discussing how best to move the patient education forward. We agreed a Health and
Wellbeing Fair where outside agencies/charities could be invited in to participate, with
patients moving between stands that may be of interest to them. This would be ideal for
Saturday mornings, probably during our flu clinic sessions.
Services patients would like to see remaining at the Health Centre include:
Childhood Immunisations 75%
Flu Vaccinations 90%
Travel Vaccinations 81%
Blood Tests 95%
A Description of the action which the Practice, the PCT intend to take as a consequence of
discussions with the PPG in respect of the results, findings and proposals arising out of the local
Practice survey. If this is the second year of the scheme detail here any changes and issues
since the 31st march 2013 local patient participation report was completed.
Further to the completion of the Patient survey in March 2013
The Practice intends to make changes and carry out actions as detailed above for this year and
remain hopeful that the services detailed will remain on offer to patients within the General
Practice/Surgery settings. This has all been agreed in discussion together with our Patient
Participation Group.
This report is available on the Practice website at www.mountpleasanthealthcentre.co.uk
The results will also be available in hard copy upon demand.
A description of the opening hours of the Practice premises and the method of obtaining
access to services through the core hours:
Core hours for the surgery are between 8.30am and 6pm Monday to Friday and access to
services can be either via telephoning the surgery the automated booking system, the website, or
face to face at Reception.
A description of any extended opening hours that the Practice has entered into and which
health care professional are accessible to registered patients.
The Practice offers extended hours on a Monday morning and Monday evening as well as a
Tuesday morning. We open from 7.15 am on a Monday and Tuesday and are open until 7.45pm
on a Monday evening. We offer GP, Nurse and Health care assistant appointments during these
extended hour sessions.
Our patient survey results showed that 97% of our patients are satisfied with their care. We are
constantly striving to increase patient satisfaction and improve our service to patients. If you are
interested in becoming a member of our PPG, please apply on-line via our website or ask at
Reception.
We would like to express our thanks and gratitude to all patients who took the time to complete
the survey.