Summary PPG Report 22/23




You Said

Working In A Post Pandemic Landscape

  • The PPG and carers were unhappy that they had to explain their problem/issue to  reception staff when requesting a same day appointment with the GP
  • The PPG enquired as to what role receptionists play in making appointment decisions for patients.

We Did

  • The network provided the practice with posters highlighting the role of reception staff  within primary care. The poster explained that GP reception staff are skilled professionals who are trained to ask patients the relevant questions to signpost them to the the right clinician/ service. The practice put up the posters in the waiting room and reception area.
  • The doctors at the practice designed the triage form ( same day emergency form ) so that reception staff could take down vital information from a patient prior to being assessed by the doctor. 
  • The same day emergency form was disseminated to the PPG during the patient forum meeting so that they could see a physical copy of the form.
  •  As a result of the above discussion and actions, the PPG were helped to understand why reception staff ask multiple questions. Receptionists meticulously follow the flowchart and fill in the necessary details and then the form is passed on to the doctor who will review it , prioritise it and make a decision as to what course of action is in the best interest of the patient.  

The PPG were happy to know that receptionists are not involved in any decision making of who is able to be seen . Their responsibility is to simply ask the questions on the form so that the doctor makes the final assessment and decides on what treatment advice is necessary


You Said

Assisting the ‘Digitally excluded patients’

  • The PPG agreed that the practice should look at ways to be more inclusive of the digitally excluded patients. 
  • The PPG questioned the practice as to the advantages /disadvantages of not being included digitally.
  • The PPG helped the practice explore areas that could encourage the digitally excluded patients to engage more with the practice .

We Did

Management liaised with the local network to discuss the findings agreed by the PPG. 

The practice used the PPG suggestions to improve engagement with this group by doing the following:

  • Putting up posters regarding what digitally excluded means and how patients can easily access services. 
  • Considering exploring training for patients who have digital access problems. 
  • Considering who could be make a cap patient; ie: chronic disease register, long term conditions, vulnerable patients , language barrier or mental health conditions etc 
  • Considering alternative pathways for the visually impaired 
  • Getting patient consent for an alternative number for carer, friend or relative so the practice can contact vulnerable patients as well as those with with disabilities. 
  • Continuing to allow ease of access for patients who have no telephone to come into the practice to book appointments.  
  • Obtain consent for family members to speak on the behalf of those who are digitally exclude

 As a result of this, the practice was able to write a policy for the digitally excluded patients incorporating the suggestions from the ppg that will be implemented in April 2023

The PPG were delighted to know that their suggestions helped the practice to consider more pathways to assist and support the Digitally excluded patients.


You Said

The PPG wanted communication lines to continue to remain open so that patients are updated regarding any new services ,changes to current services , updates, In-house workshops or any other local volunteer opportunities that may benefit them and the wider practice population. 

We Did

  • The PPG facilitator arranged for the PPG members to meet the Social Prescriber (Rebeka Chowdhury) at the PPG meeting on 8/12/2022 .
  • The PPG facilitator arranged for the PPG members to meet the Healthy Island partnership coaches and Volunteer Co-ordinator – N. Tundervary at the PPG meeting on 8/12/2022  so that patients could see in what ways they could volunteer locally.

Menopause Workshop

  • The PPG facilitator piloted this workshop on Thursday 9th February at IMC practice. 
  • PPG members were invited to attend and engage with other patients. The PPG were represented at the workshop. 

The practice took the following actions:

  • Identified women in the age group of 45-65 in the age category. 
  • Discussed with clinical lead which patients should be should be targeted (women on HRT medication) and also who should be excluded . 
  • PPG members were invited to attend from each practice. 
  • Posters were put up two weeks prior to the event. 
  • Hundreds of texts for women in the targeted age group were sent per practice.
  • The local network was contacted and the session was booked with the local leads in the subject workshop. 
  • The Tv calling system advertised this service as well as the practice website. 
  • Those in attendance were able to be assessed as to their symptoms of menopause/perimenopause.  
  • The PPG were delighted with the inhouse workshop and being updated regarding services that can be accessed within the practice. 
  • Positive feedback has been received by the PPG and wider practice population. The practice will continue to explore suggestions from the PPG  and carers to support in house workshops at the practice.