PPG Report

Derbyshire & Nottinghamshire Area Team

2014/15 Patient Participation Enhanced Service REPORT



Practice Name:            Keyworth Medical Practice


Practice Code: C84048





  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, Email, Other (please specify)

Practice manager attends most meetings or sends a deputy where possible. A GP will attend when possible & administrative staff on an occasional basis.

Email communication occurs with practice manager & other staff.

PPG chair has one to ones with practice manager on a regular basis.


 Number of members of PPG: 10 members 5 men & 5 women


 Detail the gender mix of practice population and PPG:

% Male Female
Practice 49% 51%
PPG 50% 50%




 Detail of age mix of practice population and PPG:

% <16 17-24 25-34 35-44 45-54 55-64 65-74 > 75
Practice 16 8 8 11 17 12 15 13
PPG 20 10 60 10
 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
Practice Unsure as we don’t have 100% of this recorded
PPG 100



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



Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population: The PPG does not represent the whole of the practice population, however a “virtual group” is being developed & currently now has over 126 members. The PPG continues with efforts to have a balanced representation.

Last check

under 16           2

17-24                8

25-34                13

35-44                30

45-54                16

55-64                9

65-74                24

75-84                7

over 85 7


  1. Group Membership

There are now 9 core PPG members. It would be logistically difficult to have more than 12 people at the meetings. RC – we need to cover a cross section of age groups and people from outlying villages. We still need to attract people in the under 40 age bracket and still need a youth representative. KO – Andy Proffitt is the youth leader in the village. KO to get in touch with him and try and generate a young person to join the PPG from that. If not we could email the virtual members under the age of 25. Action – RA to look at the terms of reference regarding membership. AJ to contact NAPP about guidance of group diversity and numbers. SH and RL going to the active meeting tomorrow and could ask other PPGs about their group make ups.


We now have 126 virtual members and RA circulated the breakdown of age groups. One person had ticked that he was keen to attend meetings and RA had phoned him and left a message. RA will follow up on this.



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? NOThe practice population is predominately older people.


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




  1. Review of patient feedback


Outline the sources of feedback that were reviewed during the year: The PPG developed & undertook a patient survey, & spent a week in the surgery gathering feedback, as well as listening to patient issues not included in the survey.

The practice is very positive in enabling the PPG to lead on identifying patient issues & ways of improving services.



How frequently were these reviewed with the PRG? All actions were reviewed during PPG meetings on a regular basis. The group meets approximately every 6 weeks.










  1. Action plan priority areas and implementation

The PPG action plan is included at the end of this report.

Dear Jayne



The PPG filled out the template and unfortunately put all of their priorities in priority 1 and nothing in priority 3, which was a mistake. The chair of the PPG has been in to see me this afternoon and we have gone through the template to rectify it. What has happened is a reporting issue and not an achievement issue.

We have had an active PPG group for 8 years and also have 125 active virtual group members. The group have worked extremely hard over the past year and have achieved over and above of what is expected of them. For example: They spent a whole week in the practice actively seeking virtual group members, they also provided drinks and cakes throughout this week for patients.

They hold a cake and coffee morning and raise money for a local charity, this is done when we have 2,200 patients attend the practice on flu day. They take advantage of this by collecting information , comments and suggestions from patients.


The PPG action plan is included at the end of this report.

Priority area 1
Ease of contacting the practice on the telephone
·        Review staffing levels for answering the phone.

·        Review the introductory message when the phone is answered.

Result of actions and impact on patients and carers:


·       Staffing levels at the beginning of the day have been increased from 2 members of staff answering the calls from 8am to 3 and sometime 4 on busier days.

·       The telephone answer message has been changed.


How were these actions publicised?

On the website, newsletters & newsbites in Village diaries/publications.





Priority area 2
Description of priority area:

Reduction of missed planned appointments




What actions were taken to address the priority?


Information was made available within the surgery regarding numbers of missed planned appointments, further information was issued re use of text messages to be reminded of appointments & to cancel appointments.

Patients were asked their opinions on what could be done to decrease the numbers with most replies were to charge patients who have not cancelled their appointment


Result of actions and impact on patients and carers:


Results are disappointing as the numbers do not reduce. This is an on going project!


How were these actions publicised?


Website, newsletters, news bites


Emails to the virtual group






Priority area 3
Description of priority area:

·        Prepare information for patients relating to: –

·        Tell the practice by 10 if you need an urgent appointment or home visit

·        Phoning for results and making non urgent appointments would ideally be left until after 10am

·        Encouraging patients to use systmonline for making appointments and ordering repeat prescriptions.

·       Repeat this question in next quality questionnaire





What actions were taken to address the priority?


·       Information has been put in village newsletters regarding using text to cancel appointments, posters & talking to patients at the Flu clinic held yearly

·       Demand for appointments has increased, but the practice continue to listen to PPG suggestions.

·       This issue is to be highlighted again in the quality questionnaire to be given out during PPG Awareness week in June




Result of actions and impact on patients and carers:

·       The demand for appointments is still going up and the practice has increased its doctor time by increasing a part time role to a ¾ time role . This has increased routine appointments by 28 per week and has also increased the number of drs available for sit and wait clinic.

·       The practice has actively encouraged patients to register for booking appointments and prescriptions on line and now have 3,756 patients registered for these services

·       The practice has increased its staffing levels between 1-2pm to help with the demand which has increased since we are asking patient to ring later on in the day.

·       PPG requested a digital clock for patients in waiting area with poor eyesight. Two clocks have been provided.

·       Hard of hearing patients have notes on records so that receptionist can assist them when being called for their appointment. This is in addition to the hearing loop.


How were these actions publicised?

On the website, newsletters & newsbites in Village diaries/publications.



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):

·       The practice has increased its Dr, reception, admin and Nursing levels, to increase patient appointments

·       More patients are now aware of who the group are and what their remit is due to the group spending time in the practice.

·       The group produce newsletters and news bites

The PPG suggested a new look website which the practice actioned and the PPG are able to access the website to put in what they feel is helpful to patients. Including newsletters, how to join the group, online leaflets.

·       One 2 0ne meetings with Practice Manager

·       Doctors attend the meetings on a rota basis

·       Staff attend the meetings to meet the group on an individual basis

·       Display and attendance during patient participation awareness week by the group.

·       Involved virtual group and asked for their opinions on what should be included in the patient survey (quality questionnaire).

·       Which will now mean a survey will be done specifically for younger families

·       Bereavement group that the PPG set up is now running independently of the group

·       Leaflet on being a responsible patient

·       Getting the most out of your appointment

·       Terms of reference and action plan are reviewed annually

·       Speakers attend the group ie Health Watch England
















This action plan sets out the work the Keyworth Medical Practice PPG is undertaking in 2015. Many of these objectives will be ongoing year on year. FOR REVIEW – JANUARY 2016

Objective 1 To support the Keyworth Medical Practice in seeking views of patients regarding the quality of practice services

To assist in the seeking of views from patients on the care they receive from the practice. (Excluding clinical care)

To assist the practice in developing audit tools to assess quality issues

To review results of any audit process with the Practice Manager and discuss steps to improve services, when required by the practice

Objective 2 Developing Virtual Patient Participation

To maintain and communicate to a virtual patient group representative of the practice population.

To maintain a list of virtual members

To send out newsletters, questionnaires or other material via Email

To seek opinion on issues related to the practice, where appropriate

Objective 3 To inform the practice population of news, changes and information

Maintain the publication of regular newsletters

Distribute the newsletter as widely as possible

Identify news items for the newsletter

Monitor PPG web page, reviewing existing information and updating when required.

Providing displays/posters in the waiting areas

Objective 4 Patient Participation week

Plan and develop information for displays in the health centre for PPG week

Plan rota for PPG members to attend surgery sessions to talk to patients

Encourage patients of groups not well represented to join the virtual group or members group.

Review the outcomes gained from participating in PPG awareness week

Objective 5 To support the Keyworth Medical Practice in the delivery of seasonal services e.g. Flu vaccination.

Discuss help required with the Practice Manager

Attending flu sessions to assist practice staff

Provide information stands for the day on current topics

Be available to discuss the role of the PPG with those attending

Objective 6 Assist the Keyworth Medical Practice in reducing the number of patients who do not attend previously booked appointments

Compare Did Not Attend appointment (DNA) numbers year on year

Assist with the implementation of solutions to reduce numbers of DNAs

Inform patients through a display of numbers of DNAs

Inform patients of what steps are being taken to reduce DNA’s

Monitor numbers of DNA’s with the Keyworth Medical Practice

Objective 7 Support the practice in implementing NHS initiatives

Offer practical support to the practice

Considering the impact on KMP patients of any proposed changes to services commissioned by NHS Rushcliffe CCG, i.e. new services, changes to services or decommissioning of existing services.