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Practice Survey Reporting


 Local Patient Participation Report 2015


Our PPG the ‘Friends of Oaklands’ Health Centre has been established since January 2007.



All our patients are automatically members of the PPG, but we also need specific people in place to oversee and manage the PPG and to liaise with the surgery in line with the PPG constitution. These committee members include:

Chairperson – Brian Waterhouse, who conducts the meetings, agrees the agenda with the group secretary oversees and guides other team members accordingly. 

Vice Chairperson – Vivien Holborrow deputises for Brian for any absences. Vivien is also the PPG’s public relations officer and deals with any local publicity. 

Treasurer – Pauline Waterhouse oversees the financial business of the group. She is responsible for the preparation of the annual accounts and the income and expenditure account. 

Secretary – Sheila Gotham is responsible for the preparation of minutes at all meetings, notification of members to all meetings, all correspondence and membership registration. 

In addition to the officers we also have the following representatives: 

Programme Secretary (position available) – Jean Butter who has been our programme secretary for a number of years arranging all the speakers for the Wednesday evening meetings has decided to step down from the role now. 

Robert and Thelma Harding who are committee members.


We are keen that our PPG is representative of our patient list. However, it is not always possible to have a cross section of patients. As we have twice the national average of elderly in this area the majority of our PPG members are retired. We do try to balance the timings of the regular events held at the surgery with Coffee Mornings but also Evening Meetings for our working age patients. Suggestions and comments are welcome from all. There is a suggestion box in the Stade Street entrance and any comments received are passed onto the PPG for discussion. There is also an online comments and suggestions form via our contact details on our website where you will find details of how to join our PPG as a virtual member. 

In the surgery we have a PPG notice board (opposite the suggestion box) in the entrance foyer at the Stade Street entrance.   This displays details of our regular meetings, a list of up and coming events and minutes from the previous meetings. The PPG also display their details and programme of events in businesses and shops in the main High Street. The PPG always have an article in the surgery newsletter which is available both in the surgery and via the website. Members attending the coffee mornings and bi-monthly evening meetings encourage other patients to attend and the PPG is very supportive to any practice events such as the annual Flu clinic – where they network, advertise the role of the PPG and supply refreshments to both patients and staff on the day – we jabbed over 2500 patients in October 2014 and the feedback the PPG received was really positive. 

Unfortunately because of our flood problems during 2014 and the refurbishment work going on for most of the year our usual meetings had to be cancelled. 

We were pleased in September 2014 when the reception finally moved back downstairs, this was a great turning point for the surgery. We managed to run the super flu Saturday in October (as above) and to end the year with a couple of our regular coffee mornings leading up to Christmas. We have also just had our first evening meeting of the year – minutes are available on this website. 

In January 2015 we had a planned visit from the Care Quality Commission (CQC). We had an Inspector, a Doctor and a Practice Manager who spent the day with us, interviewing staff, looking at our procedures and chatting to PPG members and various patients who were on site during the day. The purpose of the visit is to see if we are safe, effective, caring, responsive and well led. They also applied these questions to different patient groups – over 75’s, patients with chronic illnesses, families and working age people including students and newly retired, vulnerable patients and patients experiencing poor mental health. The feedback on the day was very positive and all three said that they would be happy to be registered here as patients if they lived in our area. The report was completed by the visiting team and this has been sent off to the CQC but we are yet to see the final report. The report will be sent to the surgery once finalised before it is added to the CQC website. The report will also be added to our NHS Choices and our practice website. 


Unfortunately the survey carried out last year (which was launched the end of January just before our mains water pipe burst in early February 2014) did not have a great response, as the whole practice was in upheaval. There was little point in trying to capture patient opinions on our services when we were struggling to provide GMS services around the refurbishment . However the Friends and Family Test which we piloted for three months in 2013/2014 became mandatory for all surgeries in December 2014 – and our returns are sent back every month and this will continue. 

We will be surveying our patients later in the year. This will be available in the surgery and for completion online – so watch this space.

We addressed and completed on the areas identified in last years report – please see updates below: 







Prescriptions Online

To increase patients awareness of service available.

Reminder in Newsletter again. Flyers to be attached to prescription returns.

Summer Newsletter. Send out with patient referral letters, available in surgery and on the website. Flyer to be done for July 2014.

The surgery switched to electronic prescribing (EPS) in September 2014. Dedicated member of staff available for prescription support.

Text Reminders

Demographics need to be taken into consideration – plus patient choice. PM to check with FDFW if the request is ‘asked’ more than once on the appointment system.

Chat with PPG members. Include article in the Newsletter. Reception staff to ask when question prompted on the screen. However, patients have the responsibility to keep the GPs informed of any contact changes to keep updated.

PM to speak to FDFW about system and chat with PPG at Coffee Morning. Summer Newsletter (as above).

Summer 2014 the surgery started using text reminders for missed chronic illness appointments. This was extended to normal appointment reminder in September 2014.

Online Appointments

We have this facility at the surgery but has not been made available to patients yet – flood damage and repairs have meant a delay to proceedings.

Management to look at with a view to getting some appointments online in the Autumn.

PM and APM to contact FDFW and set up initial booking process for patients. Communicate the launch via Newsletter and flyers.


Delay in launch of online appointments – but fully launched in early March 2015.


During the year we did receive some wonderful comments from patients about how we coped throughout our difficult working conditions. There were three areas of concern that came up which we have concentrated on since we are back on a more even keel. These are as follows: 








Touchscreen not available for most of the year. The placing of the new screen had to be moved due to the new heating system.

New wiring and cabling to be organised. Will need to wait until reception is back downstairs,

Wiring installed and cabling in place – new touchscreen connected.

Touchscreen back up and working in October 2014.

Second Receptionist

To reduce patient queues and management patient movement more effectively.

Lack of trained admin/reception staff due to recruitment problems. Now fully staffed.

Second person working in side room and available to call on anytime and in addition a second receptionist sent down when 10.30am bus arrives.

In February two admin/receptionists now in situ for mornings only. Afternoon receptionist can ask admin for back up if required.


To reduce the number of wasted appointments and to utilise our clinical staff more effectively.

Remove triage option. Adjust the GP appointments to allow for more appointments across all clinicians. Empower staff to signpost patients.

Start date 12/01/2015. Flyers handed out to patients 2 months prior to change, all chemists informed. Notices in reception and details on both websites.

Launched in January 2015. System under constant review and appropriate tweaks made as things progress – early indications show less wasted appointments and more flexibility within the system.




A Health Centre update was delivered to the PPG on 18th March 2015 (please see the full details on this website). This included an update of the three areas within this report. The appointment changes are reviewed regularly. Early feedback from patients has been very positive – lots of happy comments and thanks received. The appointments will continue to be tweaked as time goes on – but considering we are short on GPs (because of the recruitment crisis within the NHS) we are offering more appointments and less appointments have been wasted.


Action Plan

The practice to instigate a patient survey later this year.



We will continue to monitor the three areas detailed above. We will survey the patients and once the data from this collective source is available we will be discussing the outcome with the PPG, then we will highlight the areas to concentrate on. 

Practice Opening Hours 

The opening hours of the surgery premises are 8.30am to 6.00pm (doors open at 8.15am) Monday to Friday. In addition you may contact the surgery by telephone anytime between 8.00am (8.00am – 8.30am emergency calls only) to 6.30pm Monday to Friday. Please note that the surgery is physically open during 1.00pm – 2.00pm but the phones revert to an automatic message for one hour over this period. Any hours outside of these core hours are covered by NHS 111. 

Protected Learning Afternoons and Mandatory Meetings 

Please note that the surgery is closed on some Thursday afternoons during the year. This is to allow time for the GPs, clinical and admin staff to attend training. This is normally ten afternoons a year plus a further two which are compulsory South Kent Coast Clinical Commissioning Group (SKCCCG) membership meetings. 

Extended Hours

The surgery provides later booked appointments on Tuesday and Wednesday evenings from 6.30pm to 8.00pm. Patients attending for these late surgeries are asked to use the intercom button at the disabled access at the rear of the surgery for admission via the receptionist. Please note that on occasions these late evening surgeries may be changed to another day of the week as some bank holiday i.e. Christmas may coincide with our normal services.




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