How has the practice engaged with the PPG: Modbury Health Centre has a Virtual Participation Group of 50 members. Our method of engagement with PPG as our group is virtual is by Email , some face to face contacts and website feedback
How has the practice made efforts to engage with seldom heard groups in the practice population?
Our Receptionists actively encourage patients and endeavour to get them to join up to the VPG and this has clearly worked as evidenced by our increasing membership
- We have a well balanced mix of frequent attendees and occasional/rare users
- The views of the elderly and housebound are represented by members of the VPG
- The practice has very few ethnic minority patients and low social deprivation and a very low number of patients with learning difficulties
- We are aware that whilst deprivation is low that we have a number for younger patients with families living in an area with difficult public transport- I bus a week. They are represented on the VPG
However we are aware that some patients do not want to sign up to the VPG but are happy to have their views sought on an ad hoc basis. This is demonstrated by looking at the number of patients who completed a survey which was available in the surgery/on line.
Has the practice received patient and carer feedback from a variety of sources? Yes by face to face contact
Was the PPG involved in the agreement of priority areas and the resulting action plan? The report is displayed in the waiting room and emailed to the VPG requesting feedback and suggestions for priority however feedback is very limited apart from the actual surveys
How has the service offered to patients and carers improved as a result of the implementation of the action plan?
We did take the opportunity to promote Modbury Caring and Carers Support Worker- we are very pleased that we had many responses for volunteers and patients who wanted to know more about the services Modbury Caring offer
We have had a mainly positive response about triage. Triage has enabled patients to speak to a doctor the same day if they have a medical issue that has to be dealt with today. Not all such patients want or need to see a doctor or nurse face-to- face on each occasion. Some people, such as those who work during the day or have caring responsibilities, may find it easier to get prompt advice over the phone, rather than having to visit the practice in person
The work of the health centre is increasing and with many more demands put on our clinical staff and support staff. We are getting busier and the number of telephone increasing resulting in a longer wait on occasions for patients
We are recruiting additional staff and deploying more telephone lines. We recruited an additional member of staff, a Medical Secretary in December and we are interviewing for an additional full time Medical Receptionist in April 2015
Do you have any other comments about the PPG or practice in relation to this area of work?
We did ask Modbury Caring if they would like to be involved in the CPG and try and make it a non-virtual group however with their current workload the committee thought it was not feasible