Patient Participation Group

Dear Patient,

We would like to know how we can improve our service to you and how you perceive our surgery and staff.

To help us with this, we are setting up a virtual patient representation group so that you can have your say. We will ask the members of this representative group some questions from time to time, such as what you think about our opening times or the quality of the care or service you received. We will contact you via email and keep our surveys succinct so it shouldn’t take too much of your time.

We aim to gather around a hundred patients from as broad a spectrum as possible to get a truly representative sample. We need young people, workers, retirees, people with long term conditions and people from non-British ethnic groups.

If you are happy for us to contact you occasionally by email please click the link below to open the sign-up form and complete all the fields.

Current Patient Participation Group

Hampton Medical Centre has had an active Patient Participation Group for several years now. We promote our member’s for the Patient Group using the following methods:

•  Our practice website
• Our practice registration documents
• Our practice quarterly Newsletter
• Using word of mouth
• Posters in the waiting room

The profile of our patient group consists of a wide variety of ages, from young parents to retired couples, a practice manager from another GP surgery, our own GPs, the Management and members of our admin/reception team. There is an open invitation for any new members to join the group. Please ask at Reception.

The aims and objectives of our patient group working for the practice are to:

•  Help themselves and other patients to take more responsibility for their health.
• Provide practical support for the practice
• Contribute to the continuous improvement of the services

Based on cooperation

• It works by building a relationship between the practice staff and patients and breaks down barriers to communication.
• It enables sharing information
• It can provide the first steps towards wider involvement in the rest of the NHS.

What it is not:

• A forum for voicing individual issues and complaints.

Recent improvements and changes that have been made with the help of suggestions from our patient group are:

• Producing a quarterly Newsletter which includes GP profiles and seasonal suggestions on how to keep healthy.
• Ordering repeat prescriptions using our practice website.
• In house Dietician.
• Improvements made to the practice with new carpets, automatic doors at the main entrance and into the waiting room.
• New flooring, desks, hydraulic couches and curtains in all consulting rooms.
• A practice defibrillator for emergencies.

Practice Survey Reporting 2014-15

Thank you to all our patients who have completed the Patient Survey.

We would like to thank the our patients for their help and suggestions.

Information about how to join the PPG is available in the Get Involved section on the website.

Our Report 2014-2015 PPG 2015 web.docx

March 2015

Practice Survey:

The full report is available on our website at: http://tempuri.org/tempuri.html

Improvements to theAppointment System

As a response to comments received from our patient group on the appointment system and demand management, the surgery revised their appointment system.

Over the years we have tried a number of appointment systems and after careful consideration of access, we now operate what we believe to be the optimal system for our size of practice.

The current system works to ensure patient that need urgent care are able to see a Doctor on the same day, whilst also offering the chance to book appointments up to 3 weeks in advance to ensure that you can see a GP of your choice.

Every day in addition to book-on-the-day appointments the surgery runs an emergency clinic in the afternoon for patients that require urgent medical attention that cannot wait until the following day. Once the routine appointments are fully booked, practice nurse triages the calls from the patients who consider their problem as an emergency. If the condition/complaint presented by the patient requires urgent GP input, the nurse books the patient in the emergency clinic. Children under 5 have a priority and are offered an emergency appointment without being triaged.

From November 2013 surgery started offering on-line appointment booking system supported by INPS Vision system.

The surgery has a suggestion / comments box in reception and on the website where patients are invited to leave feedback about any aspect of the practice.

Action Plan

Following on feedback and comments provided by our patients an action plan has been agreed:

• Posters and leaflets reorganisation in the waiting room area – ongoing
• Updating Practice Staff photographs in the lobby – completed January 2014
• To re-organise the practice website – new website launched in spring 2013 – constantly being updated with newest information
• To ensure that the appointment system is easy to understand on the website – all staff aware of the system and able to assist the patients at any time and explain the system – ongoing

We would like to take this opportunity to thank the member sof the PPG and our patients who took part in the survey who have kindly given up their time to be involved in the development and improvements of the practice.

Hampton Medical Centre

March 2014