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Caistor Health Centre

Patient Participation Group – Annual Report 2014 to 2015

During the year our role as a Patient Participation Group has been to offer views on the practice from the patient perspective.  To deliver high quality services, it is important that GP practices involve patients and the public in making decisions about services and evaluating their success. 

Although the classic definition and role of   a PPG is defined as a “critical friend” we prefer to think of ourselves as “listening friends” with the ability to influence within the practice environment, ensuring that services are responsive to patients’ needs, and that they improve over time. 

Every PPG is unique, evolving to meet local needs.  During the past year we have consolidated and established ourselves as truly representative of the patients’ voice in the   practice.  Whilst we may not be absolutely representative of the practice population age profile, we are representative of the practice ethnicity and the mature age profile.  Our core membership group consists of 5 members who meet on a regular bi-monthly basis we plan to develop a virtual patient group consisting.  Our meetings are attended by one of the partners and the practice manager and there input is greatly appreciated.  

As a group our main focus has been preoccupied with getting patient’s views on ease of getting appointments, various communication methods with the practice and services provided by the practice. 

The 2014 NHS nationwide patient survey showed that Caistor Health Centre has average scores for patient’s satisfaction with the services they receive.

Across the UK, the average overall satisfaction score is 85 per cent.  Caistor Health Centre achieved 84 per cent. 72% of the respondents find it easy to get through to this surgery by phone which is higher than the Local Clinical Commissioning Group average of 63%. Another area where Caistor Health Centre excels is in the number of patients who usually get to speak or see their preferred GP, 71% responded positively compared to the local average of 53%.

Suggested improvements were:                                                                                                  

Care for the elderly in the community

Appointment booking – including online booking

Telephone system

Care of the elderly

A project started in Dec14 which has had a positive impact to the patients. Many have benefited from referral for occupational/physiotherapy assessment. This has led to the patients receiving aids or adaptations to the home to support their independence. A large proportion of the patients have been supported by referrals to Age UK to look at the benefits they are entitled to which also supports their independent life.

Appointment booking

In response to patient’s requests for an on-line booking system Caistor Health Centre introduced this new service in March 2015.   We are proud to have been part of this implementation so that in future all patients will be able to register to book appointments on line, cancel those they cannot attend and request repeat prescriptions. 

Telephone System

A considerable amount of time has been put in to look at the existing system. An additional member of staff now assists on a Monday morning as well as Caistor Health Centre purchasing a new self check in facility which has been re-introduced and frees receptionists up to answer the phones. The phone system is being reviewed to understand if an audit on calls is possible.

Miscellaneous items

During the year under review the committee have had a full agenda of items to discuss including the following which are fully covered in our minutes: 

Involving more patients in the PPG

Forthcoming CQC inspection

Lincolnshire East Clinical Commissioning Group Priorities

Finally and in conclusion it has been our privilege to work alongside Caistor Health Centre by providing an independent patient- focused view to help identify areas for improvement. 

Thanks must be expressed to every member of the group for their dedication in time and commitment.

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