Patient Participation

                                    Report 2012/13




How the group was set up


·         We have advertised by flyers in the surgery and on the website. 

·         I nvites to an inaugural meeting were sent out to over 3000 patients (random selected

·         Doctors, nurses and dispensers were asking people who they thought may be interested

·         Once the group had met on the first occasion it became easier to identify those groups that were not represented and that was particularly the young.  There were no disabled people who attended but there were several carers that were disabled people who attended.


The local secondary school secretary and school nurse are actively asking people from the school to consider attending in order to try and improve the representation.


Reaching agreement on priority issues. 


The information sources included the results of the Mori poll and we also ran an in-house survey. 


We have looked at complaints we have listened to staff observations and listened to observations from patient’s attending the patient reference group meetings. 


At our inaugral meeting on 27th February 2013 there was collation of this information with views of Patient Representative Group members. This resulted in priority issues being highlighted. An Action Plan was drawn up and presented to the next meeting on 20th March 2013 and was agreed.  


Action Plan


1)     Concerns regarding availability of nurses appointments.



a)     There has been significant sickness in the past year of nurses, so the Practice will monitor carefully our availability of appointments now we are back up to strength and intend looking carefully at our staffing requirements.

b)     Undertake further training of Reception Staff to ensure appropriate/timely appointments are given.


2)     Increased electronic services.



The Practice intends to purchase software which improves the Practice web-site and allows for straightforward on-line requests for appointments and prescriptions.  Note is taken that there must be equity of provision of appointments so that people not using this technology have equal access to appointments.


3)     Telephone access to the Surgery and generally better information on various aspects of communicating with the Surgery, including; hours of opening, lunchtime call handling, putting names to faces and roles and responsibilities within the Practice for Clinical, Reception and Managerial staff.



a)     A board at Reception with photos and descriptions of individuals roles in the Practice

b)     Newsletter(s)

c)      Improved web-site


4)     Continuity of care.



GP’s will trial working in groups of three at Helston.  Lists will need some adjustment to even out the workload.  Patients will be encouraged to see their own doctor or one of the other doctors in that group of three.



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