1. Merridale Patient Participation Group

2. PPG are not new. First were formed in 1972. Each one is unique and will evolve to meet local needs. Work with their practices to improve communication between patients and the practice. Allowing open, constructive discussion and analysis of service provision. What is a PPG?

3. Who meet at regular intervals to decide ways of making a positive contribution to the services and facilities offered by the practice to the patients. This achieved by a selection of patients and practice staff.

4. To give practice staff and patients the opportunity to discuss topics of mutual interest in their Practice. To provide means for patients to make positive suggestions about the practice and their own healthcare. To encourage health education activities within the Practice.

5. To develop self help projects to meet the needs of fellow patients. To act as a representative group that can be called upon to influence the local provision of health care. To involve further patients from the wider population.

6. Benefits to patients Allow interested patients to be actively involved in their practice. Help patients to understand the health care services including limitations on resources. Increase patients confidence in the health care provided.

7. PPG’s are not:- - A forum for individual complaints - A tool for any individuals pre-determined agenda - Unwanted extra work load

8. Any questions?

9. What we have achieved so far 1. Customer care issues recruited a reception manager 2. Change in reception training and manpower/shift patterns 3. Mystery shopping 4. Changes to the phone system and mystery shopping 5. Changes to waiting area/children’s play area 6. Review of practice leaflet and websites