In line with the recent Government decision to reallocate funding from the provision of front line, i.e. nursing services, to patient participation/reference groups, the Practice has formed a Patient Reference Group. If you have an interest in making a constructive contribution to the way in which your healthcare is delivered, please contact us.
PRGs are a valuable and independent source of information about patients’ views of primary care services and it is essential that we work together to ensure quality patient services especially at a time when primary care is being independently monitored by the Care Quality Commission.
The Care Quality Commission (CQC) is the independent regulator of health and adult social care in England. GP practices and other primary medical services have to be registered with them by law. It is their job to check that we (St. Peter's Surgery) meet the national standards of quality and safety and in order to do that it is important that they listen to the views of people who use GP practices.
A guide has been produced by the CQC to provide PRGs with information about the CQC role, and it can be found here.
The Survey Key Issues for Improvement
Agreed with the Patient Reference Group (5.3.2019)
Reception & telephone access (High Priority)
Appointment & online access (High Priority)
Development of the PRG (High Priority)
The Patient Survey Action Plan
Agreed with the Patient Reference Group (5.3.2019)
The patient survey action plan for the year 2019/20 can be found here.
The Patient Annual Report
The Annual Report has been prepared to provide patients with an overview of the contribution and work undertaken by the Patient Reference Group. The Practice would like to thank very much those patients who have given their time and energy to get to grips with a complex service and help direct and shape an action plan to address the main issues identified in patient surveys. A full copy of the report for the year 2018/19 can be found here.
The following is a summary of the Patient Reference Group's Annual Report 2018/19 and highlights the main internal reviews, audits and patient feedback [General Practice Assessment Questionnaire - GPAQ V2.0 (for comparison purposes) and Friends and Family Test] considered during 2018 / 2019 year. The results were shared with the Patient Reference Group and analysed to identify key issues for development. An action plan to address the issues was then developed and agreed with the Patient Reference Group.
As part of the process for developing the 2019/20 patient reference group action plan, the group has considered a number of internal reviews and audits, as follows:
Care Quality Commission (CQC) Inspection Report
CQC assessment against all criteria was "GOOD" (21.11.2018);
Infection Control (Inc. Minor Surgery)
CCG inspection showed an average 95% compliance - no significant issues identified;
17 anonymised complaints reviewed - no significant trend identified, however telephone and appointment access and waiting times were mentioned;
Patient Appointments & DNA
Figures highlighted and explained;
Process review by CQC, 11 events reviewed - no trends identified and
Telephone response times
Figures have been monitored and reported.
The internal reviews and audits were presented and considered by the PRG members. Detailed questioning helped to provide focus on the issues considered important by both the Practice and the group members.
At the request of the PRG the implementation of services and contract changes have also been considered to ensure an appropriate balance between essential workload issues and service development/change.
PRG members also agreed to use the General Practice Assessment Questionnaire - GPAQ V2.0 (for comparison purposes). Results from the GPAQ, including figures on the performance of the nursing staff, were presented and considered by the PRG, (see summary details in Appendix 4 - PRG Annual Report 2018/19).
The Friends and Family Test, implemented in accordance with NHS England guidance and has been in operation since the 1st of December 2014. Results are published on our website and a summary of comments for the 2018/19 year has been shared with the PRG members in an anonymised form.
Based on consideration of the above information the following priorities were agreed with the patient reference group on the 5.3.2019, (see minutes of meeting – Appendix 2 - PRG annual report 2018/19).
Full patient survey details are available direct from the Surgery or by contacting the practice manager.
Meeting minutes are available on request from the Operations Manager.
Contact the Patient Group with your feedback, suggestion, comment or question. Please do not use this form for complaints - these should always be directed to the Practice Manager
Note that by using this form, you will be sending information about yourself across the Internet. Whilst every effort is made to keep this information secure, you should be aware that we cannot offer any guarantees of absolute privacy. If this matter concerns you then you should use another method to notify us of your comment.