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Patient Survey Action Plan 2014/15


Annex D: Standard Reporting Template


 NHS Greater Manchester
2014/15 Patient Participation Enhanced Service – Reporting Template


Practice Name: Edgworth Medical Centre


Practice Code: P82034


Signed on behalf of practice:   Kath Brierley          Date: 24.03.2015


Signed on behalf of PPG:           Date:


1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)


Does the Practice have a PPG? YES


Method of engagement with PPG: Face to face


Number of members of PPG:  6


Detail the gender mix of practice population and PPG:


% Male  Female
Practice 1355 1284
PRG 2 4


Detail of age mix of practice population and PPG:


% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75
Practice 398 137 256 305 404 314 347 254
PRG      2 1 3


Detail the ethnic background of your practice population and PRG:


 White Mixed/ multiple ethnic groups
 British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed
PRG 6       


 Asian/Asian British Black/African/Caribbean/Black British Other
 Indian Pakistani Bangladeshi Chinese Other
Asian African Caribbean Other Black Arab Any other


• Our meetings are poorly attended; we have discussed ways of encouraging a wider range of patients.  A member of our PPG has volunteered to produce a poster advertising our group meetings, which will be placed in the local community hall, local library and local pharmacies. 
• Last year we discussed ways of encouraging our young adults (teenagers) to join our group.  One suggestion put forward was to contact the local High School in view of placing posters in the 6th Form College common room and library.  Unfortunately due to staffing levels and extra work load this hasn’t been implemented yet.
• The PPG dates are available to patients on our surgery website, in our newsletters which are placed in the waiting area, posted on our website, placed in new patient packs and word of mouth.
•  Patients registered on our web site are emailed the newsletter each month. 
• Posters with the next meeting date are placed in the reception area.
• The PPG are concerned regarding the amount of GP/ surgery time wasted by patients who do not attend.


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:
• Concerns regarding our 48hour appointment system process.  Outcome:  Works well mostly put there have been occasions when patients have been unable to arrange an appointment within this timescale.  To monitor and identify if more staff training is required.
• Triage system.  Outcome: Speedy GP/AP, leading to EPS arriving at pharmacist same day.
• Overall efficient reception experience.
• The group would like to see a more varied mix of patients attending the meetings.
• To help promote services at schools to target the youth.
• The amount of wasted appointments by patients who do not attend








How frequently were these reviewed with the PRG?


The feedback was reviewed at the following meeting.
• New staff update/training on 48 hour booking system.  Staff made aware that although we have this system in place there are exceptions to the rule.
• Triage system still working well.
• Good feedback regarding reception experience.
• Apologies from group volunteer who was unable to produce coloured posters to display in local community hall, apologies from P/M who has not yet contacted the local high school.
• After discussion with the PPG it was decided to re-instate the process of displaying posters each month with the Did Not Attend data and subsequent waste of appointments.






3. Action plan priority areas and implementation


Priority area 1


Description of priority area:
Waiting times:


24% of patients who completed the survey felt the waiting time could be better along with several verbal comments from patients.  The group agreed this issue needs addressing.  I




What actions were taken to address the priority?


Appointment allocation times for nurses have been reviewed.  The outcome was that some allocation times have been appropriately extended where necessary. 


I a possible delay is likely, the reception staff will apologise and keep patients informed of an estimated wait time.  If the delay is lengthy due to a possible unexpected emergency, the reception staff will offer an alternative appointment if more appropriate. Reception staff to keep updating patients who are affected by possible delay.






Result of actions and impact on patients and carers (including how publicised):


The nurse appointments run to time. 
The Gps appointments still over run, partly due to our elderly population who may usually have more complex condition/s needs, and on occasions we have emergencies which inevitably take longer. 
Feedback from the PPG is very positive; who feel that this is due to our dedicated Gps who provide an excellent service. The  PPG report that patients feel more settled now we have 2 permanent Gps   Although it’s not acceptable to keep patents waiting we will continue to look at ways of reducing waiting time.





Priority area 3


Description of priority area:
Alternative ways of arranging appointments:
Only 21% are aware of Online appointments/ Triage system, a drop of 1% from the previous year.




What actions were taken to address the priority?
This incorporates Priority 1.  Making patients more aware of our triage system, which in some cases leads to a Gp/AP appointment if deemed necessary. 


Result of actions and impact on patients and carers (including how publicised):


We display posters advertising the online service for booking appointments and arranging prescriptions online.
The Triage system is displayed in reception, in our newsletter, New Patient packs and on the website.








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):

4. PPG Sign Off


Report signed off by PPG: YES/NO


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 areas 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 practice engages with the PPG members with meetings throughout the year.
Feedback is taken form the PPG members, verbally from patients and most recently from the FFT.
The PPG have been involved with the priority areas and discussed with the group at meetings.
Some areas have improved whilst others still need more work.













Edgworth Medical Centre & The Surgery

Local Patient Participation Report

March 2014


Patient Participation Group

Our PPG group meets regularly every 4 months.  The group consists of 7 members 2 more than last year. The group ranges in age, gender, ethnicity and sexual orientation.  We have representation from both our surgeries (Edgworth & Edgerton & Dunscar) ranging from patients with young families, retired patients and employed. 

As yet we have no young adults (teenagers) in our group.  We have discussed with our PRG ideas to recruit young adults, one suggestion put forward was to contact the local High School in view of putting posters on their student notice boards/library.  We hope to take this forward during this year.



Number of face to face





Age & Sex breakdown






25 - 34






35 - 44





55 - 64





65 - 74






75 and over















Employment  Status

















We continue to discuss ways of encouraging more members to join our group.  The steps we have taken to encourage patients to attend our PPG are by way of advertising the meeting dates in our monthly newsletter, on our website, in new patient packs, by a notice in the reception area, on our yearly survey, advertisement in the local village and finally word of mouth.  We also have a suggestion box situated in the patient waiting area. From last year’s survey 9% of patients who completed the survey shown an interest in joining.

Patient Survey ,Priorities,  PRG agreement & How the survey is conducted

The PRG met on Wednesday 09th October 2013 to indentify the priorities for the 2013/14 survey.  The group put individual ideas forward for discussion.  The group decided to keep the same questions as last year’s survey (as this was the first time that particular survey had been used) with 1 additional question regarding ‘Are patients aware of the different methods of ordering their medication.’  The draft was drawn up and agreed by the PRG.

We opened the new survey on the website, put notices up at both sites, emailed the patients who had signed up for the Surgeries Monthly Newsletter and patients who have an email address on the website, reception staff handed out to patients attending surgery and to patients collecting prescriptions.  We also have a suggestion box situated in the patient waiting room.

Overview of the survey

A total of 182 surveys were completed over a two week period.  The survey was then closed the data was collated by the Practice Manager. 

The Survey and all our services can be found on our website at

Top of Fo rm



How the practice sought to discuss the findings of the local survey and agreed an action plan

A face to face meeting with the PRG was held on March 5th. Copies of the survey were distributed to the attendees and discussed at length.

The group agreed that the results reflected positive feedback both from last year’s action plan and the survey in general. 

Differentials from PRG priorities -2012/13 survey are as follows.

·         Are you aware of our Triage System?

·         2012/13  - 40% - No                        2013/14 -  25% - No


·         Are you aware of our website?

·         2012 /13 – 44% - No                     2013/14 – 13% - No


·         Alternative ways of booking appointments.

·         2012/13 – 22%    No                         2013/14 – 21% - No


·         A&E                          Pharmacist       Dentist

·         2012/13 No

·         15%                          27%                 28%

·         2013/14 No

·         8%                            20%                 20%


Agreed action plan with PRG based on findings for 2014/15

·         Improving length of time waiting to be seen by a GP/Nurse

24% of patients who completed the survey felt the waiting time could be better along with several verbal comments from patients.  The group agreed this issue needs addressing.  I

I there is any delay or a possible delay, the reception staff will apologise and keep patients informed of an estimated wait time.  If the delay is lengthy due to a possible unexpected emergency, the reception staff will offer an alternative appointment if more appropriate.


·         Confidential room


Give patients the opportunity to speak in private if required by way of notices/leaflets,  new patient packs, Newsletter and website Also to explore the possibility of Place Markings on the reception floor to allow patient confidentiality. 


·         To inform patients of our services.


It was agreed that many patients are not fully aware of all our services.  We plan to have a more robust way of updating patients.  The past 2 surveys have shown that patients who are aware of our website are not aware of our services.  We will address this via the Newsletter, posters, leaflets, new patient packs and email.


Significant changes made/plan to make.


·         We have recently extended our premises by adding 2 consultation rooms which we plan to use for the benefit of our patients.


·         We recently changed our telephone system in view of patients concerns regarding the previous provider’s charges.


·         This last year we have provided appointments for 2 agencies to see our patients.  The Think Positive Team and Citizen Advice Bureau.


How we publicise results from our local patient survey and action plan


·         The results are published on our website; copies are placed in the patient waiting area and an article is placed in our Newsletter.


Edgworth Medical Centre & Services

Edgworth Medical Centre is a Training Practice for Student GPs and Student Nurses and has approximately 2776 patients. We have 2 GP partners Dr Anjani Kumar (M) Dr Anjana Kumar (F) and two Gps Dr T Bhakt (Locum) and Dr A Arshed.  We have a balanced team off nursing staff - an Advanced Practitioner, 3 Practice Nurses and 1 Nursing assistant, who run daily clinics for phlebotomy, chronic disease management, cytology and contraceptive advice, minor ailments,  triage, smoking cessation,  childhood /holiday vaccinations and advice.  We have a Health Trainer twice a week that is specifically trained to motivate, support and advice patients over 45 on how to get healthy.  We also have to 2 outside agencies who see patients once a week The Citizen Advice Bureau and The Think Positive Team.  Our opening times are listed below.  We run our extended hours on Monday evening from 17.30 – 20.00 inclusive of extended hours.  Patients are able to call into either practice or telephone either practice during opening hours listed below.  When the surgery is closed the message on answer machine gives the details for the Out of Hours service.


Opening Times



Darwen Rd


08:00 - 20:00

08:30 - 18:30


08:00 - 18:00

08:30 - 18:30


08:00 – 13.00

08:30 - 18:30


08:00 - 18:00

08:30 - 18:30


08:00 - 18:00

08:30 - 18:30





Triage calls are taken by our Advanced Practitioner daily for 1/2 hour and she holds 2 face to face clinics each week on Wednesday at Edgworth Medical Centre between 09.30 – 12.00 and Thursday at The Surgery Egerton & Dunscar Health Centre between 15.00 –18.00.  Appointments are bookable via telephone or by calling in the surgery during opening hours, please be aware that GP appointments are only bookable on a 48 hour basis, except where a GP or Advanced Practitioner as requested a review.  All opening times are in our Practice Leaflet and feature on our web site.  We also advertise the surgery in the local village Bowling Club brochure.







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