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Practice Survey Reporting

Annex C: Standard Reporting Template

Essex Area Team

2014/15 Patient Participation Enhanced Service – Reporting Template


Practice Code: F81152

Practice website address:

Signed on behalf of practice:           Leona Foster                                                                                   Date: 18/3/15

Signed on behalf of PPG:                                                                                                                          Date: 18/3/15


  1. Prerequisite of Enhanced Service – Develop/Maintain a Patient Participation Group (PPG)


Does the Practice have a PPG? YES

Method of engagement with PPG: Face to face, Email, Other (please specify) Face to face, email and telephone

 Number of members of PPG: 54 active members

 Detail the gender mix of practice population and PPG:














 Detail of age mix of practice population and PPG:










> 75



















 Detail the ethnic background of your practice population and PRG: Record not kept, unavailable


Asian/Asian British

Black/African/Caribbean/Black British











Other Black


Any other
























Describe steps taken to ensure that the PPG is representative of the practice population in terms of gender, age and ethnic background and other members of the practice population: Leaflets given to patients, text messages sent, email sent where possible, meetings advertised in waiting rooms, and displayed on JX board. Face to face discussion and invitation by all staff including clinical staff to join.


Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. a large student population, significant number of jobseekers, large numbers of nursing homes, or a LGBT community? YES/NO


If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:


 2. Review of patient feedback


Outline the sources of feedback that were reviewed during the year: At every PPG meeting we share feedback with all members, we also present a newsletter every quarter for all patients to read, We constantly review any comments on line systems, NHS choices and respond each time. We also share feedback from patient questionnaires and more recently Friends and family results which are added to our new website monthly.

  How frequently were these reviewed with the PRG? Each meeting, every 2 months,


 3. Action plan priority areas and implementation

 Priority area 1

 Description of priority area:


  What actions were taken to address the priority?

  1. With the changes overall in health service patient are very keen to be kept up to date with the local changes over last year and impact on patient care and overall practice work load, At every meeting this topic has been discussed and new initiatives explained, e.g. changes to CCG and local iniatitives,reablement care, Stellar health formation and surgery commitment. Admission avoidance and impact of personalised care plans. Introduction of named GP. Introduction of patient passports, Community agents, Age UK pilot scheme, Friends and family test.  

Result of actions and impact on patients and carers (including how publicised):

  • Julie Harkus (JH) introduced herself and explained that Essex Age UK have a new Pilot scheme which Forest Practice has agreed to participate in called Smart Life programme. They are asking for volunteers from the age of 16yrs plus who would be willing to support vulnerable people within their community and help them improve their health and wellbeing. She explained the volunteers would provide encouragement & support to help patients to help themselves. They would maintain regular contact with the patients, attend appointments, activities, give them help where needed to help improve patients quality of life.   JH explained that the volunteers would be trained in corporate induction, professional boundaries, safeguarding and communication & engagement. This will be published in waiting room, and also all staff team will offer this support to people if they feel appropriate.
  • A new program for Frail Patients Care Plan is in the process was explained and how it was to roll out.  This is an electronic chip which has patient’s medical information. This chip is then given to the patient to keep with them and in the event of needing medical assistance i.e Casualty, can give this chip to them and they can upload the patient’s information. The patients were very pleased and supportive of this new system and very keen to participate. They could only see a benefit of an up to date electronic system which held their medical records and ensure personalised care.


  • As from May 2014 we are now sending prescriptions direct to the pharmacy. This does not change how you order or collect your repeat prescriptions.     You may also find that when seeing a clinician they will not give you your prescription’s as this will be sent electronically to preferred pharmacy. Patients can also register and be given a password to order online prescriptions or book appointments on line. See item 2 .


  • The PPG were informed the Primary Care Trust (PCT) is now known as Clinical Commissioning Group (CCG) and some services have changed responsibility.   The G.P. Surgery in West Essex is anxious to ensure services are kept locally with the support of the CCG.   Therefore as a group we will be able to address for services that are needed in our local area, we have now joined a number of practices in the Loughton, Epping and Harlow district to form a consortium known as Stellar Health. To ensure local community services Stellar Heath will be aiming to address some of the local needs and provide some local services from April 2015. All patients were very supportive and please we were participating and considering the needs of the local community.


  • NHS England are implementing a new system called Family and Friends, this is replacing the current patient survey. We have a basic leaflet which needs to be handed to patients asking them to complete the tick boxes and comment if they require. Leaflets are on display in the waiting room. Due to the slow uptake on filling the forms the PPG were asked for volunteers to attend the surgery to speak to patients and encourage them to complete the forms. The uptake of completed forms certainly increases when this occurs; all validated information is available on our website to view.


Priority area 2


Description of priority area:

The group are keen to consider electronic prescribing being put in place,


What actions were taken to address the priority? Following consultation with PPG and support for CCG medicines management it was agreed we would commence electronic prescribing on 13th May 2014.


 Result of actions and impact on patients and carers (including how publicised): The acceptance and transition to patient care has been very positive and extremely beneficial. Patients are also happy to order their prescription on line via system one web portal. The electronic prescribing element initially had a slight hick-up depending on chemist the patient chose but with support from CCG the system now runs very well. Due to both electronic prescribing and on line prescription request ability the work load at reception is less as patients or their carers no longer need to attend the surgery to request or collect prescription. This alone has had a positive impact for reception staff work-flow and ability to perform other tasks more promptly. Publicised via messages on prescriptions, jayex boards in waiting rooms, newsletter and our website.




Priority area 3

Description of priority area:

Develop and advertise the availability of telephone consultations


What actions were taken to address the priority?

The system of telephone consultations were introduced for 6 months. Patients could request and pre-book a telephone consultation for routine follow up at certain times in the day with particular clinicians

 Result of actions and impact on patients and carers (including how publicised):

 We ran the service for six months and came across many barriers. In theory the system is good but due to clinician workload and clinics running over, it tied the clinician down at a certain time of the day to call patients or as they were running late was late in calling. As the Winter got busier it became more apparent that we could not always promise an exact time slot to patients and added anxiety to both clinician and patient. It also appeared that some telephone consultations were inappropriate and the patient then needed to be seen. The system appeared to work well when an exact time slot was not offered but a promise that we would contact the patient that day. It was agreed all round that telephone consultation would certainly continue but not at an allotted time and be requested as a routine message. This is certainly working more smoothly for all concerned.


Progress on previous years


If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):

  1. PPG Sign Off

 Report signed off by PPG: YES/NO yes at PPG MEETING 18/3/15

 Date of sign off: ALL present and chair

 How has the practice engaged with the PPG: The staff at practice works very hard to engage with the PPG with the support of the reception manager Louisa. Louisa shares information frequently with member either by phone letter or email. All members feel confident they are kept up to date adequately

 How has the practice made efforts to engage with seldom heard groups in the practice population? Face to face requests by al member of staff to attend but more especially clinical staff if ideas are shared with them.

Has the practice received patient and carer feedback from a variety of sources? Yes face to face. Letters from patients and carers, NHS choices.

Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes full agreement

How has the service offered to patients and carers improved as a result of the implementation of the action plan? All actions discussed at the PPG through the year have been listened to and addressed if practical. E.g. doorbell if patients too weak to open door. Privacy screen reception. Support with using lift, changes to staffing and telephone system

Do you have any other comments about the PPG or practice in relation to this area of work? The PPG thanks the staff for their informative guidance and support shared with them at a time of anxiety and constant change within the NHS. The PPG also wished to acknowledge how pleased they feel being a patient at the surgery and recognise that we are trying our best to provide a excellent service.


Forest Practice Patient Participation Group

Report March 2015

Forest Practice PPG has been established for 4years now and is becoming more effective and interactive over the last year,

All patients of Forest practice are welcome to attend with the purpose of contributing to the wellbeing of the practice patients as a whole and to bring fresh ideas and comments about our services and how they can be developed. 11 people attended our last meeting, 10 patients sent their apologies who also attend usually and some patients sent in their ideas by e mail. We frequently advertise meetings on our website, jayex board and posters in our waiting room and this year we have taken advantage of using Loughton Resident Association newsletter to advertise the meetings and some outcomes.

We change the times between lunchtime and teatime but we still struggle to get representation from our younger age group and ethnic minority group

The meetings are attended by a reception representative and clinical input shared by Dr Roberts and Leona Foster Nurse practitioner every alternative meeting and admin team and other health professional team members attend form time to time.

The meetings occurred on 24th March 2014, 16th June 2014, 5th November 2014, 19th January 2015 and 18th March 2015 always very well attended.

Overview of outcomes 2014-15

    1. Progress made from last year’s Action Plan sent to NHS England.
    1. Medical Education Presentations – very successful to continue
    1. Electronic prescribing now working really well after initial teething problems
    1. Telephone Consultations – this was successful in the summer; however winter demand made it impossible to keep to calling patients back in this time set. This has now been changed to when the doctor is available to call.
    1. Door Bell installed at Pyrles Lane and Station Road, for patients that may need assistance into the surgery
    1. Additional Clinician room on ground floor ,for additional clinical staff training

Forest Practice Action Plan 2015

    1. Our new Chairperson has agreed to continue in his role.
  1.                     Medical Education Presentations
    1. Continue to develop PPG recognition and try to develop a virtual PPG for people who cannot attend meetings and share input

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