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“What you said – What we did” (2014-15)


What our Practice did and said in response to patient feedback


Patient Engagement Group

Farrow Medical Centre formed a PRG group in 2010. Dr John Bargh is the GP lead for the group. From 2014-15 the group has been coordinated by Mrs Irum Hussain and meetings attended by the Practice Manager or Assistant Manager

The meetings are held quarterly and the group currently has a ‘floating’ membership of 28 patients who are invited by letter/phone/SMS to attend.

The average attendance of the Practice based quarterly meetings is 5 patients. A meeting has also been held in the local church/community centre (with an attendance of 30 patients plus members of the local community).

Group members are invited to discuss agenda items carried forward from previous PRG meetings (and based on other patient feedback) and to contribute their ideas for discussion.


Other patient Feedback Processes

Other processes for patient feedback & engagement include:

·         FFT (Jan-March 15) NHS Choices/Practice Suggestion Box/CQC Patient Feedback/Website Users /Complaints procedure/Face book


Common themes identified 2015 are:

·         Waiting times

·         On line access

·         Confidentiality at the reception desk

·         Collection of prescriptions & sick notes

·         Processes for missed appointments

·         Provision of in-house midwifery clinics

·         Provision of in-house counselling and more local healthcare services


Practice Responses

·         Changes & revisions made to Open Access sessions

·         Introduction of clinical triage to reduce waiting times & improve access/continuity of care to specific GPs

·         Promotion of website address: details incorporated on Practice stationary and within Practice booklet

·         Engagement with Patient Online system to access GP services

·         Planning for sound system in waiting area & revised reception protocol to offer option for confidential conversations

·         Prescriptions or items able to be collected up to 11pm (weekdays) and over weekends from in-house pharmacy (patient choice of dispensing pharmacy upheld )

·         Process for monitoring & promoting numbers of wasted appointments updated/revised

·         Provision of in house Antenatal care from April 2015

·         Counselling service (twice monthly) initiated in-house March 2015

·         Warfarin service initiated in house to reduce patient travelling times for monitoring (November 2014)



Communication routes to engaging with patients and the public.


o   ICT meetings monthly (Community Group 1) - feedback from the meetings has been disseminated across the Practice Team and incorporated – when appropriate – in PRG discussions group meetings

o   Particularly useful communication and links have been established with Carers Connection/Resource/Social Services - Linked to coordinating and communicating patient feedback and support services


Patient Participation and Community Network Forums:

Mrs Sultana has attended Patient & community Network Meetings

A GP attends ICT meetings monthly (Community Group 1) Practice Management attend quarterly and feedback from the meetings has been disseminated across the Practice Team and incorporated – when appropriate – in PRG discussions group meetings

Particularly useful links have been established with -

o   Carers Connection/Resource

o   Community Nursing

o   Social Services

The Practice has focussed on a community based approach to effective patient services; engaging with the local mosque and community centre for an Open Day on 27th September 2014


Vulnerable Patients

·         The Practice provides services to local hostels including those providing temporary and longer term housing for at risk adults and children.

·         Feedback has been obtained from Housing Association and Social Care

·         These patients are registered as permanent patients to improve continuity of care and service access and a system is in place for provision of longer bookable appointments for their complex issues


Patients Experiencing Poor Mental Health/Dementia

The Practice has a higher than average prevalence of elderly/nursing home patients and high levels of social deprivation linked to mental health issues

·         Based on feedback from carers and healthcare professionals (Community Matrons & Pharmacist)

·         There is a system in place for patients with poor mental health/dementia to collect their repeat medication earlier than within the standard 48 hour turnaround time

·         There is a system in place to prioritise appointments/access for specific patients suffering from poor mental health

·         The Practice has initiated an arrangement with a local nursing homes to improve timeframes and systems for -

a)      issuing of medication from hospital discharge summaries

b)      responsive revisions to dosset box medications

c)       Medication reviews & related tests



Patient Participation Groups

o   Farrow Medical Centre moved to new, much larger surgery premises in July 2014 and the focus of the Practice was (by necessity) on continuous provision of essential services over and up to that period

o   As a result, the selection and appointment of Mrs Sultana was delayed but she has fully engaged with the project; encouraging, coordinating and collating patient feedback

o   She has been pivotal in balancing the representational element of the group by facilitating better communication with Asian patients who have wanted to contribute previously but whose first language is not English

o   She has provided both a focus in-house for patient engagement/comment and a means of communicating patient feedback (& CCG local objectives) to the wider Practice team

o   Her appointment has provided the Practice with capacity to more fully develop a responsive PRG group in 2015-16 and moving forward.

o   Patients interested in joining our Group should contact us on 01274 637031 and ask for Mrs Irum Hussain

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