DERWENT SURGERY

PATIENT PARTICIPATION GROUP (PPG)

Action Plan 2014/2015

Action / Progress/ Update
Improve Communication with Patients & Increase Practice Profile
(Priority area 1) /
  • Ensure our website is up to date with latest news (ongoing)
  • Regular section in the Cockermouth Post- although ceased as newsletter started (ceased Sept 14)
  • Newsletter to be published in December that will be produced bi-monthly (Dec 14)
  • Campaigns via MJOG - text service (Sept 14)
  • Use of CODA screen in waiting area (Jan 15)
  • Creation of patient zone in waiting area (Feb 15)

Capacity and demand- access to GP appointments
(Priority area 2) /
  • Continues to be a problem despite removing GP study time. In general when all 5 GP’s are working capacity improved also working patterns changed, problems occur due to shortage of locum cover.
  • In November HCA appointments increased to cover 8.30-18:30, also look to increase skills
  • Upskilling of nursing team,looking at ways nurses can support and reduce GP workload – ongoing work

Delay with prescriptions and confusion over our and pharmacy service
(Priority area 3) /
  • Problems with turnaround of prescriptions due to working arrangements with Castlegate Pharmacy and scripts having to be checked causing delays.
  • Dispensers now ACT trained to speed up processes.
  • Answerphone on script line and also allowing collection for Boots and Allisons twice daily.
  • Occasional problems occur but overall service has improved.
  • Dispensary separated from Castlegate Pharmacy in Jan 15 – removing confusion for patients

Communicating patient results /
  • Currently looking into using EMIS to email but requires further testing.
  • NHS.net will charge for use of SMS service from Oct 15 – EMIS are looking at alternative solution.

2014 Patient Survey /
  • Conduct 2014 survey and compare with last year
  • Completed – results discussed with PPG and made available to patients via website (Jan 15)

Reduce DNA’s /
  • New texting service has decreased DNA’s but not all patients have mobile number registered with us.
  • Long appointments i.e. 30 mins with GP receive a reminder phone call the day before.
  • Posters displayed each month in surgery.
  • Patients who DNA will receive a phone call if they have no
mobile number registered.
  • Look at contacting those with 3 or more DNA’s
  • Ensure health checks are confirmed by admin
  • DNA policy required?

Increase patients using online services /
  • Publish to patients via posters in surgery. Increase in number of patients using online services from 12% in March 14 to 15% in March 15 (active users only).

Above actions discussed and agreed at PPG meetings throughout the year (see minutes).