1. Patient Participation Group 2012 Great Harwood Medical Group Dr RP Grayson, Dr AK Tyagi, Dr L Radice, Dr J Ireland. Sarah Lord Practice Manager.

2. Welcome and Introduction Second year of a trial PPG Depends on interest from the community 2011 ‘virtual’ group Email / written responses but no face to face 2012 - structured group meetings 5-6 Meetings over 12 months Your Feedback essential!

3. AGENDA Aims & Objectives of the PPG GHMG where are we now? Last Year’s PPG survey results Q&A Arrangements for the next meeting, establishing priorities.

4. Aims & Objectives To reflect and gain the views of our registered patients. Enable the practice to obtain feedback from a cross section of the practice population which is as representative as possible. To act on your views and make changes to our services which you feel are relevant and important.

5. What do we want to know? What you think of; – Your access to our services – Your experiences with our services, Medical, Nursing, Administrative. – Our premises. – Any other aspect of what we do. – How we can do it better. Honest, constructive and realistic criticism welcome!

6. GHMG Where are we now? 6601 patients Formed in 2004 from two ‘single handed’ practices. Now four Principal General Practitioners 20000 patient appointments in the last year High Quality and Outcome achievement Wide range of ‘enhanced’ services. Range of GP interests and female/male Doctors. Training Practice

7. GHMG Achievement National Patient Survey 2011 score out of 10 Overall patient experience of care 7.5 GP patient survey score for accessing care 7.1 GP patient survey score for waiting to be seen 7.1 GP patient survey score for opening hours 4.2 GP patient survey score for consultations with doctors 8.2 GP patient survey score for consultations with nurses 8.5 Source

8. Quality and Outcomes Framework 2011-12 Asthma100% Coronary heart disease99% Diabetes99% Hypertension100% Clinical care99% Organisation of practice95%

9. GHMG Enhanced Services 2012 24 Hour Blood Pressure monitoring 24 Hour ECG Monitoring High Risk Drug Monitoring Childhood Vaccinations Alcohol misuse enhanced service Contraceptive Implants IUCD fitting Deep vein thrombosis testing Learning disability health assessments Electrocardiography Glucose tolerance testing for diabetes Cardiovascular disease risk assessment DVLA Licencing medicals Sexual Health service Ring pessary insertion Minor Surgery Joint Injections Travel Vaccinations Community opioid and alcohol misuse support service Extended Hours Surgeries

10. PPG survey 2011-12 Are you aware that the practice offers appointments with a GP from 8.30am to 8.00pm? Yes:20No:7 Are you aware that the practice offers appointments with a Health Care Assistant from 8.00am to 6.00pm? Yes:9No:18 Are you aware that for 3 out of 4 GPs you can book up to 4 weeks in advance? Yes:10No:17 When you need to see a GP at short notice are you normally able to book an appointment on the same day? Yes:16No:7 If not when is an appointment normally available? Within 2 days:2 Within 3 – 4 days:2 5 days or more:2

11. Prescriptions How do you currently order you repeat prescription? By phone:4 By email:16 Through your Pharmacy:6 Via our website:1 In person:4 Are you happy with the prescription service? Yes:26 No:1

12. ‘I would be grateful if the receptionists could, when there is a large queue at one counter, open up another (where available) to alleviate waiting times.’ ‘Great Harwood Medical Group provide an excellent service in a building not fit for purpose in the 21 st century. A new health centre is urgently required.’ ‘I feel the general standard of care is very good and the attitude of all staff is always friendly and willing to help.’ ‘My only concern is the waiting time to see a particular doctor, which is obviously my choice. Sometimes it is easier to see the one who is up to date with certain problems and therefore you don’t have to start at the very beginning. Like I said, that’s my choice and therefore not a reflection on the overall service.’ ‘My experience has always been good, patient surveys are a good idea and I hope the overall feedback is used positively to benefit the community.’ ‘In general I feel the centre does a good job. The only comment I would like to make is this. Previously it was possible to wait for treatment room attention which seemed to the layman to work quite well, however, since the treatment room was reorganised, it not only appears to be less cost effective, due to needing someone to take appointments and seems to run independently, but is less available at short notice.’

13. ‘I am fairly satisfied. It could benefit from some up to date facilities eg. better waiting room facility as mentioned above, toilets, play area for children, better privacy at the reception windows.’ ‘I have the opinion that the GPs are possibly overloaded with appointments and patients may tend to prefer one GP to others. It is appreciated that this should not be so but then that is human nature. Maybe the premises need to be developed. Are financial cuts a problem?’ ‘The biggest asset the health centre in Great Harwood has is its friendly and accommodating reception staff. It’s really and sadly, a rarity to find such competent and customer focused receptionists in a GP surgery. They’re usually like dragons guarding the treasure and breathe fire at anyone who tries to pass, but not at Great Harwood. Well done! You want to keep hold of each any every one of them.’

14. Questions? We hope to answer questions about the PPG and how it will work during this session. The next session (2 weeks) aims to focus on highlighting issues and prioritising areas for further discussion

15. The next session Wednesday 12 th December 2012 1400 Would you prefer other time(s)? Spend one week thinking of your thoughts, concerns, what works? what doesn’t? Suggestions for new services, where we can do things better, what’s our access like? Raise your specific concerns at the next meeting and establish priorities.

16. Jot down your thoughts for agenda items for the next meeting. Email to sarah.lord@nhs.netsarah.lord@nhs.net Or hand in in writing at reception If possible no later than 5 th December 2012. All information will be completely anonymous Opportunity for free questions in every session.

17. Thank You GHMG