Patient Participation DES Report


The practice population consists of 13% 0-6 year olds, 8% 17-24 year olds,

39% 25-59 year olds and 40% of 60+.  

2% of patients are from ‘other ethnic groups, but not represented in the PPG.

Despite our best efforts our proportion of members of the PPG was as follows:

60+ = 81%

25-59 =13%

Under 25 = 6%

This does include a carer.

In October and November 2011 the practice started to engage patients to sign up to the PPG. Posters and sign up forms were available at the health centre in reception and the waiting room. Details and an online form were also made available on the practice website.

We actively recruited at our two large annual flu clinics held at the health centre and the local village hall. Members of staff and the secretary of our Friends of the Redfern Health Centre spoke to patients to explain the format of a PPG and encourage patients to join. We were successful at these events in registering some patients to join the patient representative group.

To attract a more diverse section of the practice population we actively tried recruiting at both the ante-natal clinics held at the health centre and the health visitor’s clinics.

Questionnaires were sent to the 46 members, who joined the PPG asking for comments on the practice, its staff, availability of services and in particular contact via improved technology and any other issues members of the PPG felt would be helpful to address in a wider survey.

A response of 82% of those members who signed up to the PPG was received. The practice was delighted with the positive feedback about our practice with many comments of excellence, but it was agreed that a way forward with technology would be for requesting repeat prescriptions electronically and possible text message reminders regarding booked appointments.

Questions about these two items were then added to form part of the general patient survey, which was carried out in February.

Once again we received excellent results from the 150 responses as in previous years, with comments as follows:

“I can only praise the doctors and staff for their care and help”

“Excellent practice”

“No improvement needed”

“Very happy with all aspects of the practice”

After collating the views of the patients, the two items that had been flagged up for a wider feedback (text message reminders and prescription ordering online), had been well received with positive replies.

44% of patients within all age groups expressed an interest in receiving text reminders.

50% of patients within all age groups expressed an interest in being able to order repeat prescriptions electronically.

Within the survey with the exception of ‘Information provided by the practice about its services’ all other aspects of the survey received favourable results.


The action plan set up and agreed by the PPG was as follows:

1)    A trial would be initiated for the purpose of text reminders to patients regarding booked appointments. This will require practice staff obtaining as many mobile telephone numbers for patients as possible when making appointments to update patients’ records, so as to make full use of the service.

If successful, this could lead to text reminders for patients to make various health check appointments.

2)    A system will be set up whereby our patients will be able to order repeat prescriptions electronically.

3)    The practice would make every effort to address the issue of improving the way we inform our patients about our services. This will be done by updating the website more often and producing more frequent newsletters and distribute them more widely.

All the above will be implemented as soon as possible and widely advertised via posters, notes with prescriptions, practice newsletters and the website.