PRG REPORT 2015 part 2

PRG REPORT 2015 part 2


Are there any specific characteristics of your practice population which means that other groups should be included in the PPG?
e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community?  YES


If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: 


We have a very young population with a large proportion being young children and babies so we have ensured that our PRG contains a significant proportion of parents.  We also tasked our  young apprentice with contacting our teenage patients to encourage them to join our group- we have had very limited success so far but we will continue our efforts to recruit from this age group



2.            Review of patient feedback



Outline the sources of feedback that were reviewed during the year:


Patient complaints, our annual complaint review, the patient comments and suggestions book and box on reception, Friends and Family Test, patient satisfaction surveys, ad-hoc conversations with patients, CQC visit feedback




How frequently were these reviewed with the PRG?


On an ad-hoc basis as and when issues/suggestions arose.  The Partners, Practice Manager, Patient Support Services Manager and Reception Manager of Biscot Group Practice met to discuss overall feedback and propose possible actions to address the issues highlighted.  We then contacted our PRG with our proposals for action asking for feedback and any suggestions- this was done by email, phone or post as per their preference.  Proposed actions were agreed by the PRG on 27/2/15- no comment from a group member was considered to be approval




2.            Action plan priority areas and implementation


Priority area 1


Description of priority area:


Improve Access for patients




What actions were taken to address the priority?

 Increased Nurse sessions, increased HCA Sessions, HCA training in flu jabs, wound care, ear syringing, employed another female locum, implemented ?same day access? clinic, implemented minor illness clinic, continuous monitoring and amending (as required) the ratio of same day to book in advance appointments




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


Employing lady GP for extra sessions- increased availability of female GP appointments

Reviewing skill mix at practice (new clinics, extra nurse and HCA appointments, extra HCA training etc) has freed up GP appointments for patients- waiting times to see a GP reduced

Reduced waiting time in the waiting room by implementing Same Day Access Clinics

Increasing Nurse/HCA appointments has reduced waiting time for patients


Publicised by various posters, leaflets and emails