Patient Participation Group

Thistlemoor Medical Centre has developed a Patient Participation Reference Group so that we can work closer with our patients and improve our services based upon what is discussed at our meetings.

This group is only open to registered patients at Thistlemoor Medical Centre.

Are you interested in finding out more about us here at Thistlemoor Medical Centre?

Would you like to influence the development of our health services?

We are keen to hear your ideas at our Patient Participation Group, so why not come along to discuss your ideas and hear about any planned changes to the Medical Centre.

Future meetings will be held here at Thistlemoor Medical Centre in our conference room.

If you would like to come along to participate in the meetings then please contact Piotr Slotwinski or Paulina Janczura on 01733 551988 and leave a message stating that you are interested in joining the Patient Participation Group.


Please find attached the patient participation group report for 2014-2015 attached below in full with a summary of the three priority areas below:


Annex D: Standard Reporting Template

Taken from; GMS Contract 2014/15, Guidance and Audit requirements, NHS England Gateway reference: 01347



East Anglia Area Team

2014/15 Patient Participation Enhanced Service Reporting Template


            Practice Name:   Thistlemoor Medical Centre


            Practice Code:   d81625


            Signed on behalf of practice:  Paulina Janczura                                            Date:


            Signed on behalf of PPG/PRG:  Rosemary Martin                                          Date:



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


Does the Practice have a PPG?    YES / No



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


Face to face meetings  and email  discussions

Number of members of PPG:



12 members (one member passed away, one left and two joined)






Detail the gender mix of practice population and PPG:











Detail of age mix of practice population and PPG:































Detail the ethnic background of your practice population and PPG:




Mixed/ multiple ethnic groups




Gypsy or Irish traveller


Other White

White & Black Caribbean

White & Black African

White & Asian

Other mixed























Asian/ Asian British

Black/African/Caribbean/Black British








Other Asian



Other Black


Any Other
























Long-term conditions – 28% (Practice breakdown 15%)

Carers – 10% (Practice breakdown 1%)







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:


The panel is fairly representative of our age profile of patients.  We have multiple ethnicities including this year Asian patients who represent approximately 7% of our practice list. We addressed this by recruiting new members.


There is a greater representation from patients with long-term conditions and carers than our practice breakdown. However, it is important that these groups are represented, as these groups tend to use the surgery facilities more regularly.


New patients joining the practice are notified about the PRG. Patients making complaints and providing compliments are also signposted to the group. There is continued advertising on the notice boards as well as the electronic noticeboards. These adverts are in multiple languages.


There have been virtual meetings via email group and physical meetings to discuss progress on last years objectives as well as development of this years objectives. We feel that the VPG membership is also important as it allows us to reach the group easily and as each member has Internet access ensures that we would be able to improve accessibility of communication. If a member did not have email access we would write to them (this has not been an issue).








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 (Lesbian Gay Bisexual Transgender) community? Yes


Eastern European Population:


The practice continues to serve a high proportion (approximately 50%) of Eastern European patients.



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


New patients to the practice are predominately from an Eastern European background. The information about the PPG is translated into the relevant language and new patients encouraged to join. We have also translated the information posters and placed them in different areas within the practice.


We have found the second method more successful as it tends to be more established patients who have been with the Practice for a longer period of time who are most likely to join the PPG.















 2. Review of patient feedback



Outline the sources of feedback that were reviewed during the year:


We reviewed feedback from a number of different sources


 - Feedback from NHS choices

 - Feedback from complaints and compliments

 - Feedback form the IPSI mori survey

- Feedback from the CQC inspection

- Emails directly to practice management and GPs

 - We have started to report the friends and family test – but these are early days

 - CQC report – inspection September 2014


The PPG were present on the CQC inspection in September 2014 and were able to talk directly to the CQC inspectors and give face to face feedback.


This year we added in anonymised feedback from patients and complaints during the PPG meetings and discussed during meetings.


One particular example of this related to a difficulty a patient had after requesting a prescription over the telephone. We discussed this with our PPG and together decided that email, face to face, pharmacy requested prescriptions were a better and safer way to consolidate the service.


How frequently were these reviewed with the PPG?


The sources were reviewed twice a year with the PPG.  The PPG decided at the beginning of the year the 3 priorities below and the practice management leads made steps to implement this over the year.























3.      Action plan priority areas and implementation



Priority area 1


 Description of priority area:


 Car Parking Facilities and disabled access. This has been on the agenda and we have made gradual improvements in this area over the last few years, however the surgery wanted to ensure that there was a step-change. Patients had continued to feedback the difficulties they were having due to the condition of the parking facilities and the availability of car parking places. The surgery had limited parking availability for disabled patients.





 What actions were taken to address the priority?


Last year we had planned to make changes to our surgery site and car parking facilities. Following patient feedback we have successfully completed refurbishment of our car parking facilities with support from our Area Team. This included completely putting tarmac on the car park, improving signage and redesigning the car parking to prioritize patients who required easier access –  including parents with young children. We have also changed the levels around the surgery to enable step free access to the surgery.







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


We have prioritized car parking for our frail and elderly population with greater parking for disabled nearer the main surgery site.  The practice has received good feedback on this change and development from our patient population, staff and visitors to the site.


The levels allow step free access. We have received verbal feedback that our patients on mobility scooters and in wheelchairs have had a far greater ability to access our surgery.


We have publicized this through our television information screens within the surgery and on our noticeboards. This report is available in hard copy and on our website.







Priority area 2


Description of priority area:


A focus on self-care and patient empowerment. The PPG and the practice team noted that the in previous surveys patients had commented that they would like more information relating to how to self-care for conditions and how to access certain services themselves.









What actions were taken to address the priority?


The practice has looked again at its website. The website gets about 2,000 visits a month, mostly from its existing users. We have updated the information on carer and self help groups, included more information about how to make best use of the surgery’s services and the patient participation group. This information is also available via our surgery information boards.


The practice also made a resource and information rooms. This is focused on areas such as contraception, health promotion as well as information and self care guidance for common long-term conditions.







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


The practice management have spoken to patients who have utilized this new facility and received very good feedback.


We will monitor the usage and impact of this facility and our website to consider how we can further improve this important aspect.


The information is publicized on our practice website and on our information screens within the practice.





Priority area 3


Description of priority area:


Improving the environment within the practice. The practice is fortunate to have purpose built facilities. The PPG fed back to the practice team that the appearances can be quite clinical in nature – akin to a hospital!


The management team were keen to consider how we could improve on the physical aspects to improve on patient experience of care.







What actions were taken to address the priority?


We discussed this with our patient participation group as well as groups of patients using our services over the last 3-4 months.


The common feeling was that more pictures, soft furnishings and plants internally and externally would make a difference.


The practice therefore enacted this and made improvements in these areas.




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


Feedback from patients, carers and visitors has been very supportive of these changes. The practice continues to reflect on this as there is a balance between appearing over clinical and the standards required for keeping patients and staff safe.


The practice received good and very complementary feedback in this area during and after the CQC visit with both patients and CQC inspectors commenting on this.


The practice keeps patients up to date on this via the website, the PP report and through information screens in the practice.





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):




In the last year we concluded our improvement in our reception. We had redesigned our reception to have a central reception and self-check in areas. This has been fully completed.


We updated the reception to include information on the additional services available at the practice to help inform patients. This has been fully completed.


We worked with the council to improve signage from the roads around the surgery to ensure patients could adequately find the practice.


There was one action relating to applying for more extended hours and working with neighbouring practices. The practice has joined fellow practices in Peterborough and Borderline with a bid to the Prime Minister’s challenge fund and awaits the response.




















4.      PPG Sign Off



Report signed off by PPG: Yes


Date of sign off:  27/03/2015



How has the practice engaged with the PPG:


The practice management and the lead doctor have attended committee meetings and helped facilitate this.

The practice has evolved the group in key decision making and the priority areas above.

The practice has continued to recruit to the group and facilitated the meetings.

There has been greater involvement in the CCG patient participation groups within the practice.


How has the practice made efforts to engage with seldom heard groups in the practice population?


We have recruited further members from representative groups. The practice has a high proportion of Eastern European migrant patients many of whom do not speak English as their first language and we have further recruited to this group.



Has the practice received patient and carer feedback from a variety of sources?


Yes, please see first section relating to the multiplicity of information sources.


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

Yes, this was agreed at the Patient Participation group meeting face to face earlier in the year.



How has the service offered to patients and carers improved as a result of the implementation of the action plan?


Increased accessibility of the practice site with better facilities for disabled population as well as parents with younger children.

Increased ability to access information relating to self-care and being a carer.

A better more homely environment within the practice.


Do you have any other comments about the PPG or practice in relation to this area of work?


The relationship between the practice and the PPG has been going for the last 4 years. The group has been instrumental in helping us to steer the organisation through a period of great change in the NHS. The PPG have been supportive and helped to focus our thinking onto specific things that improve our surgery and service for our greater populations. We are keen to continue this relationship over future years.










Neil Modha,
30 Mar 2015, 01:25
Neil Modha,
16 Mar 2014, 04:45