The aim of the Patient Participation scheme is to ensure that patients are involved in decisions about the range and quality of services provided and – in future- commissioned by the Practice.
We have- and are continually – seeking to recruit patients registered at the Surgery to be part of our Patient Representation Group( PRG). This group will help us look at how we can improve our services to further help our patients.
This report covers what we have been doing over the last 12 months and also highlights what further actions we will take in the next year.
Progress to date
There are 6 key steps for us to make over 2 years. We agreed that we would take the first 3 steps which will establish the foundations for Patient Participation within the Practice.
Step 1; Establish a Patient Representation Group that is made up of patients registered at Deben Road surgery.
ü We agreed that a key member(s) of the staff team would take a lead role and be the main contact for the Group members. This is Gail Holland (Receptionist) and Pauline Cornford (Practice Manager) supports her.
ü We established a Web site for the Practice which contains details of Opening times, Staff team members and what services are available within the Practice. The web site is regularly updated.
ü From October 2011 we actively commenced recruiting patients to form the PRG. We did this by directly approaching all patients attending the practice during our Influenza campaign (October- January), attaching information flyers to Prescriptions, advertising throughout the Practice and also on the web site. We agreed that the PRG would be a ‘virtual’ group who would be consulted via e mail, telephone and letter as opposed to meeting face to face which would have been more difficult to arrange.
ü To date we have some 40 members of the PRG. The members come from a variety of backgrounds and of varying ages although we do have a higher percentage of members who are over 65 years of age. We are continuing to actively recruit to the Group.
Step 2- Agree with the PRG which issues are a priority and include these in a local patient survey.
ü When patients have come forward for the PRG we have asked them what issues they see as a priority. Whist there have been different responses- as would be expected- 2 issues were common. These were;
Ø The length of time it took for the telephone to be answered in Reception
Ø Waiting room decoration
It has already been agreed by the Partners that the Waiting Room areas are a priority for redecoration this year ( 2012-13) so the issue of the telephone response times in Reception was included in the Patients survey Questionnaire.
Step 3- Collate patient views through a local patient survey and inform the PRG of the findings.
ü During January and February 2012 all patients attending the surgery were invited to complete a questionnaire. The results of this were then collated and published on the Practice web site. In addition all members of the PRG were sent a copy of both the questionnaire and the results and asked to comment on the findings. (Step 4) Discussions of those comments are to be held during the end of May 2012 and an action plan then agreed as to what improvements or changes can then be made and within agreed timeframes.(Step 5)
Patient Participation is clearly an on going process. Most of the steps taken this year will be repeated during 2012-13 ((Steps 2-6). We will continue to actively seek additional members of the registered patient population to the PRG.