The following is a summary of the Patient Reference Group's Annual Report 2018/19 and highlights the main internal reviews, audits and patient feedback [General Practice Assessment Questionnaire - GPAQ V2.0 (for comparison purposes) and Friends and Family Test] considered during 2018 / 2019 year. The results were shared with the Patient Reference Group and analysed to identify key issues for development.  An action plan to address the issues was then developed and agreed with the Patient Reference Group.



Patient Surveys ~ 2018 / 2019

Summary of Results Analysis &
Key Issues

As part of the process for developing the 2019/20 patient reference group action plan, the group has considered a number of internal reviews and audits, as follows:

  • Care Quality Commission (CQC) Inspection Report
    CQC assessment against all criteria was "GOOD" (21.11.2018);
  • Infection Control (Inc. Minor Surgery)
    CCG inspection showed an average 95% compliance – no significant issues identified;
  • Complaints
    17 anonymised complaints reviewed – no significant trend identified, however telephone and appointment access and waiting times were mentioned;
  • Patient Appointments & DNA
    Figures highlighted and explained;
  • Significant Events
    Process review by CQC, 11 events reviewed – no trends identified and
  • Telephone response times
    Figures have been monitored and reported.

The internal reviews and audits were presented and considered by the PRG members. Detailed questioning helped to provide focus on the issues considered important by both the Practice and the group members.

At the request of the PRG the implementation of services and contract changes have also been considered to ensure an appropriate balance between essential workload issues and service development / change.

PRG members also agreed to use the General Practice Assessment Questionnaire - GPAQ V2.0 (for comparison purposes). Results from the GPAQ, including figures on the performance of the nursing staff, were presented and considered by the PRG, (see summary details in Appendix 4 - PRG Annual Report 2018/19).

The Friends and Family Test, implemented in accordance with NHS England guidance and has been in operation since the 1st of December 2014.   Results are published on our website (see FFT page) and a summary of comments for the 2018/19 year has been shared with the PRG members in an anonymised form.

Based on consideration of the above information the following priorities were agreed with the patient reference group on the 5.3.2019, (see minutes of meeting – Appendix 2 - PRG annual report 2018/19).


Reception & Telephone Access                           -   High Priority
Appointment and On-line Access                        -   High Priority
Development of the PRG                                      -   High Priority

The above priorities were used to develop an action plan for the next 12 months (2019/20) and will form the basis of the work of the PRG.

Full patient survey details are available direct from the Surgery or by contacting the practice manager.  

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