Contents and Index

• Information about Westcliffe Patient Participation Group
• How To Find Out More About The Group
• Patient Feedback
• PPG Action Plan 2012-13
• PPG Survey 2012-13
• Action Plan From Patient Survey 2011-12
• Access Policy Including Opening Times And Clinics

WESTCLIFFE PATIENT PARTICIPATION GROUP

WHO ARE WE?   
We are a small and newly formed group established in May 2011 at the request of the Practice.  
Mrs Jan M Lee
Val Harris
Mrs Denise Hibbert
Mrs Jennifer Neesham
Mrs Joan Fenton

WHY DID WE BECOME INVOLVED?
As registered patients, we all have a keen interest in helping the practice develop and improve the many NHS services provided by Westcliffe

WHAT DO WE DO?
Our role is to represent Patient’s views, concerns and suggestions, which may improve the service and the efficiency of the Practice, and liaise with the Practice to consider whether these are affordable, desirable or necessary.

WHY WE NEED YOUR HELP
To be effective in this role we need to hear from the many different people who use the practice to make sure we hear the views of men and women, young and older people, disabled people, people of various sexual orientation and people from different ethic backgrounds along with parents and children.

WHAT NEXT?
So in the coming year we will be trying various ways to involve patients by using different approaches such as asking you to complete questionnaires or surveys or maybe you could participate  in a five minute interview with one of us - perhaps you might prefer to attend a focus group meeting. 

We would really like to hear how YOU would like to participate.  There are many ways to do this and we would like to hear from as many people as possible to help us make things happen.

You will see us around in the reception area at times and both we and the staff may ask you to give us your thoughts on particular topics.  

We will have a display board in reception so you can see who we are, what we are doing, the results of our surveys and discussions and how you can contact us and join us if you want to.

HOW WE WILL KEEP IN TOUCH
It is extremely important that you receive information about what has happened as a result of your feedback so in March 2012, a report will be available which outlines what patients have said and what the Practice has done as a result.

Copies of this report will be available on the practice web-site – it will also be available at reception, after March 2012.  Please ask for a copy.

AND FINALLY …..
If you are interested in finding out more about the Patient Group or becoming more actively involved as a volunteer, please complete and return to Reception the slip attached to this letter. 

Thank you for taking the time to read this notice and we look forward to meeting many of you over the coming months.

WESTCLIFFE PATIENT GROUP

WOULD YOU LIKE MORE INFORMATION ABOUT THE PATIENT GROUP AT WESTCLIFFE?

IF SO, PLEASE SEND US YOUR NAME AND TELEPHONE NUMBER BELOW – THANK YOU

I am interested in finding out more about the Patient Group.

My name is:
My telephone number is:
Please input the characters below:

PATIENT FEEDBACK

YOU TOLD US……..
                                …… SO WE DID THIS ABOUT IT!

1)  You told us you wanted more evening appointments:

Our last appointment Monday – Thursday is now 6.50pm

2)  You told us you had problems getting through on the phone

We purchased a new phone system, more phone lines and employed more receptionists – you can also book appointments on-line (ask at reception for your password and login details)

3)  You told us you can not always see the doctor of your choice

We are working on this issue.  

4)  You told us you can not always book ahead

You can! Our promise to you is that GP and Nurse appointments are pre-bookable up to 3 months in advance

5)  You told us you liked the ‘telephone surgeries’

We are pleased you like our Doctor oncall service where you can talk to a doctor for urgent advice between 8am and 6pm

6)  You told us our signage to rooms was not very clear

We have now numbered all clinical rooms

7)  On the whole you told you us you were very satisfied with the services at Westcliffe

We thank you for that but please do tell us when you see an area where we can improve

PPG Action Plan 2012/13

Click here to download (.docx)

PPG Survey 2012/13

Click here to download (.doc)

Action Plan From Patient Survey 2011-12

Action Plan from Patients Survey 2011-12

Access Policy Including Opening Times And Clinics

Access Policy Including Opening Times and Clinics