Introduction to the PPG
Manor Court Surgery is committed to ensuring that patients are involved in decisions about the range and quality of services provided by our practice. We routinely ask for and act on the views of our registered patients. This includes involving our patients in decisions that lead to changes to the services we provide, either directly or in our capacity as gatekeeper to other services.
We engage patients through the use of Patient Participation Groups (PPGs) and seek views from wider groups of practice patients through regular local practice surveys. The outcomes of the engagement and the views of our patients are routinely published on this website.
If you are interested in becoming a member of our Patient Participation Group and helping to shape the nature of health services provided in your local community, please contact Paul Bonner on 02476 352704 or contact the surgery.
February 2013
We have recently conducted a patient survey developed by the Patient Participation Group and these are the results:
Patient Survey Results 2013
You will see from the survey above that there were 2 main actions. These were:
| Survey Finding |
Agreed Action |
Action By Whom |
Action By When |
Date Completed |
| Dissatisfaction with Appointment System - Understanding different appointment types |
To develop a display for the Reception area explaining appointment types and also when an apppointment is not required ie some admin related requests |
Practice Staff |
March 2013 |
|
| Getting through on the telephone |
To develop a display for the Reception area explaining best times to ring dependant upon problem ie after 11am for test results |
Practice Staff |
March 2013 |
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| |
|
|
|
|
1. The survey showed that patients were dissatisfied with the appointment system as they did not understand why there were so many appointment types for the Doctors and Nurses. The group felt that a display in the waiting area would improve patients understanding of this. It was also agreed that we would continually reveiw the appointment system throughout the year and make changes where appropriate.
2.From an Audit undertaken as part of a trial looking at triage in primary care we are aware that our busiest times are between 8am and 9.30am. As an action from last years survey we developed a system whereby patients ringing for test results were advised to ring after 11am in order to avoid our most busiest time and therefore help unblock our telephone lines. This year the PPG have asked us to encourage patients to book non-urgent appointments at a less busy time. We will incorporate this information into the display discussed in point 1.
If you have any comments to make on the above please contact Mr Paul Bonner on 02476 352704 who would be pleased to receive these.
PPG Newsletter October 2012