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PPG REPORT 2014/15

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



Does the Practice have a PPG? YES




Method(s) of engagement with PPG: Face to face, Email, Other (please specify)  Face to face at monthly meetings and adhoc email.





Number of members of PPG: 10 Board members




Detail the gender mix of practice population and PPG:















Detail of age mix of practice population and PPG:  










> 75





















Detail the ethnic background of your practice population and PRG:




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 Black


Any other

























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 Practice texted all patients who have mobile telephones, inviting them to join the PPG.  Information is on the website and also displayed on the video screen in Reception.  There is also a PPG notice-board in Reception.  In addition Board members have visited the waiting room and spoken to patients to get their views and invite them to join the PPG.

Unfortunately we have found that younger people are harder to engage and do not want to give up their time to attend meetings.  We therefore decided, with our PPG, to set up a virtual group as well by emailing all patients, where we have an email address, to try to get them involved. This has been identified by the PPG and will be taken forward as a task this year.

The Chair of the PPG is the Carers UK ambassador for the area and brings her vast knowledge and experience to the group.  The Chair also represents the group on the CCG borough-wide Patient Participation group.  These meetings are also attended by Healthwatch.


This year we have tried to reach out to unrepresented groups by using email (see Task 3 below).  In this way we hope to be able to expand the make-up of the group to include more working people, younger people and the housebound.


The two Practices at Sheen Lane Health Centre have joined together to try to make the PPG more representative and robust.  This is a practical solution too as we share the facilities and any suggestions about the building and its environment will apply to both.






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 community?




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







  1. Review of patient feedback



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

Patient survey carried out in March 2014.  PPG informal feedback from the waiting room.

Suggestions box – example: Patient requested coat-hooks on the back of toilet doors which was discussed with the PPG and the Practice then arranged. 






How frequently were these reviewed with the PRG?


The Patient survey was discussed at the first monthly meeting in April 2014.  Items in the suggestion box and those gathered informally were discussed at the next available monthly meeting.




  1. Action plan priority areas and implementation


Priority area 1


Description of priority area:


Out of Hours Care – this was chosen following concerns raised in the Patient Survey and informal discussions with patients, who thought the system was confusing, didn’t like 111 involvement ie talking to a clerical person rather than a clinician.




What actions were taken to address the priority?


This was a concern to many Practices and as a group it was decided to investigate an alternative service.  A steering group was set up and lengthy discussions took place.  This led to the de-commissioning of the current service with Care UK and a new service was commissioned by the Practice in November 2014 with East Berkshire OOHs.    We also enhanced the service by working closely with the Friends of Teddington hospital which the PPG was very pleased with. 






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


The service now involves a direct line to a clinician as our PPG had indicated this was a major requisite for patients.  The system is more streamlined – 1 telephone call and so far we have had very positive responses to the new service.  This is a bespoke service for patients in Richmond and focused on the needs of Richmond residents.

We have leaflets advertising the service and have advertised in the on the PPG Newsletter waiting room and on our website.








Priority area 2


Description of priority area:


PPG members felt that there was a lack of contact information for older people and carers which was targeted, informative and easily accessible.




What actions were taken to address the priority?


A leaflet was produced with local services/providers, including charitable organisations, who could offer help and support.  This included addresses and contact numbers.  The document was written by the PPG to ensure it was in a format that was suitable for patients.





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


The leaflets have been made available in all the Clinicians consulting rooms the waiting room, the video screen in the waiting room and the website.  The leaflet was deemed so useful, by the other attendees of the borough-wide Patient Participation group, that it was shared and is now available to all Practices within the borough.


As this leaflet has proved so popular the PPG has now taken on the challenge of writing a similar document for the parents/guardians of children with special needs.  This leaflet will be available by the end of March 2015.









Priority area 3


Description of priority area:


Communication – it was noted, following the completion of the above two tasks, that advertising information was restricted mainly to patients attending the surgery.  The PPG felt we needed to reach out to younger people, house-bound patients and those that infrequent attendees.




What actions were taken to address the priority?


A search revealed that we had     email addresses with patient’s permission to use.  Receptionists were asked to remind patients about an emailing option and to take email addresses and get consent for their use.


Originally it was believed that we did not have the capability to transfer all these emails into a useful format for bulk mailing.  Staff were asked to undertake training to enable them to do this as the PPG was unable to undertake the task.  Sending the email has been very time consuming as there is a limit to the number that can be sent per day.







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


All patients, with an email address, have now been sent an introductory email with a covering letter from the PPG inviting them to become involved with the PPG, either by joining the board or becoming virtual members.

In future we shall be able to send out Newsletters by email and also information such as the above two tasks, in order to reach more of the Practice population.  An additional benefit will be that we can ask for more feedback or suggestions via email.


Early responses have been very encouraging, and although we have not managed to send out all the emails yet, we have had more than 20 people who have shown an interest in joining a virtual group.











Progress on previous years


Is this the first year your practice has participated in this scheme? 




If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):



Last year we carried out a Hypertension patient information day and this year we did one on back pain with the assistance of our colleagues in physiotherapy.


This year we have carried on sending text message reminders for appointments, health reviews and checks, immunisations, and information about services such as those to help patients stop smoking.


      The task to inform patients of when GPs worked and what their outside commitments were was completed last year.



  1. PPG Sign Off



Report signed off by PPG:




Date of sign off: 30.3.2015




How has the practice engaged with the PPG:

Practice Managers, and on several occasions GPs, have met with the PPG on a monthly basis.


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

By advertising on registration forms for new patients, poster in the waiting room, on our website, by PPG members visiting the surgery to talk to patients in the waiting room and recently by building up an email list.


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

Yes suggestion box in Reception, Patient survey in March 2014 and by PPG members visiting the surgery to talk to patients in the waiting room


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

Yes all agreed at April 2014 meeting of the PPG


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

The new Out of Hours contract has been very successful with positive feedback from GPs, who get much better reports and from patients.

The information for older people leaflet has proved very popular as outlined above.


We are receiving very good responses to the huge amounts of emails we have sent out, inviting patients to join a virtual PPG.


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

The PPG are very committed to working closely with the Practices and have provided enormous support.  The Practices have said that they are very grateful for the Board’s ongoing commitment and enthusiasm and we all look forward to working closely together in the future.











Complete and return to: nhscb.lon-sth-pcc@nhs.netby no later than 31 March 2015





1. The PPG was formed in August 2011 and has a steering group of nine members; 4 women and 5 men.  The PPG steering group members represent both of the health centre’s practices.  The group meet monthly excepting in August although steering group members who are unable to attend meetings due to other commitments keep involved with the steering group’s activities via electronic mail. 


The members have a wide range of skills and experience and career backgrounds include business, healthcare, social services, education, the police service, law and the civil service.  One of our members brings his particular knowledge and awareness of disability and ethnicity issues.


Male PPG members

  • An Oxford triple blue with a 34 year career with British Airways, half of which was spent overseas.  Chairman of The All England Lawn Tennis Club at Wimbledon for 11 years until Dec. 2010..
  • A retired Structural Engineer who was an Honorary Steward at Wimbledon for 21 years and has many interests including conservation.
  •  A magistrate working in SW London following a career in social services and the NHS for over 35 yrs; particular interests in mental health, substance misuse and children’s services
  • A lawyer awarded a CBE in the Millennium Honours List for his services to consumer law.  He joined the Government Legal Service in 1977.  His work has been related to all aspects of consumer law and fair practice, both in the UK and Europe.  During his career he worked on legislation relating to discrimination and other employment-related issues.
  • A civil servant serving mainly in the Ministry of Defence but also in the Cabinet Office and the Treasury and awarded CB.  Following retirement worked until recently as an assessor and selector for public appointments, including non-executive directors and chairs of NHS trusts.
  • A retired police officer


Female PPG members

  • The Chair of the steering group had a career in the NHS prior to leading a patient safety organisation for 10 years.  She has been involved with the local community and voluntary sector for over 25 yrs and patient and public involvement and is currently a co-optee to the local authority’s committee which scrutinises health, housing and social care services for the borough’s residents.  Her particular focus as a carer is now on carer issues both locally and nationally and also the care of people with dementia.  .
  • A local Health Visitor with over 18 years experience in offering support and advice to families.
  • A RGN who worked in the community with children and families in schools.  She underwent specialist training relating to the growth and development of children from 4 to 16 years.
  • A senior RGN who has worked locally for many years specialising in intensive care.


People lead busy lives and the Practices are extremely grateful to the PPG members who give their time so generously.  Two of the members visit the practice waiting room from time to time to talk to patients and gain their views and comments about the health centre’s services.  It is also an opportunity to talk to the patients about the PPG and encourage them to sign up to take an active interest.  We have recently signed up three new steering group members.  As with most PPGs we struggle to recruit younger patients to our steering group although we do offer virtual involvement and recently have attracted some interest 


2. The PPG steering group members spent several meetings discussing the questions that should be included in the annual patient survey.  The Practice fortunately received very few complaints and we therefore had little to guide us on additional questions we could ask.  We eventually decided to use cfep, a national survey organisation and a cfep survey to meet our requirements. 


3. We undertook the Patient Survey in March 2013; the results were excellent with significantly higher than the national average score for, amongst others:


Opening hours satisfaction

Telephone access

Appointment satisfaction

Confidence in ability


and overall score



 4. The PPG looked at areas where we did not score above the average:


Illness Prevention


Reminder systems


Practitioner of Choice


5. Illness Prevention


The group looked at how we could address this and decided to organise a programme of open sessions for patients, each session to focus on a particular health issue and to include information and support to those who care for people with debilitating illnesses.


The first session, ‘Dementia Friends’ was run by the PPG Chair (a dementia ‘champion’) and was publicised through a dedicated PPG newsletter and posters etc.  Prior to the event the Chair also spoke to patients in the waiting room to draw their attention to the event.


The ‘Dementia Friends’ initiative is a national scheme to ‘sign up’ people to become a ‘Dementia Friend’, through attending a session to learn the basics about dementia. Sixteen people attended the session and found it informative and worthwhile.  A support worker attended from the Alzheimer’s Society and some patients were therefore able to make their first contact with the Society’s support network.


The second event was a session on Hypertension.  We advertised this on the website, with posters in the waiting room and in each GPs Consulting room. This session consisted of an ‘open afternoon’ where patients could come to the surgery and meet doctors and nurses to talk about hypertension, have their blood pressure checked and attend two talks by doctors on the causes, symptoms, treatment and prevention of hypertension.  Unfortunately this was not well-attended but just before the session was due to start the weather was terrible, so may have had an impact.  Those that did attend said the session was informative, useful and had made them more aware of the condition.


The next event, planned for June, will be on back pain and learning from the previous session will be advertised by leaflet rather than poster and publicised by PPG members visiting the waiting room.


Reminder systems


One of the agreed tasks last year was introduce online appointments for patients and text messaging, as this addressed the concerns over communication.  Both of these are now established services and the Practice has sent out thousands of text messages reminding patients of appointments, health reviews and checks, immunisations, and information about services such as those to help patients stop smoking.


Practitioner of choice


Many GPs work part-time and training practices, such as ourselves, often have GPs that have additional commitments such as tutorials or attending the weekly training sessions for Registrars.  We also have a CCG Chair and an ENT specialist who works for one session a week at a local hospital as a GP with Special Interest (GPwSI).


The PPG agreed that it may help patients to understand why their GP of choice was sometimes not available, by providing a chart showing which days each GP was offering a surgery and what other responsibilities they had outside of the Practice.  The information below was advertised in a Newsletter and on our website. 




Other commitments

Dr Johnson (M)

Monday am and pm

Tuesday am and pm

Wednesday am

Wednesday pm

Course Organiser for VTS

(Training for Registrars).

Registrar Trainer

Dr Beard (F)

Monday am

Wednesday am and pm

Thursday am and pm

F2 Trainer

Dr Sampson (F)

Monday am and pm

Thursday am and pm

Friday am

Every Tuesday pm has an ENT (Ear, nose and throat) clinic at Teddington hospital.  Third Thursday pm every month ENT briefing.

Dr Smith (M)

Monday am and pm

Wednesday am

Thursday am

Friday am and pm

Chair of the new Clinical Commissioning Group (CCG) for other times during the week.

Registrar Trainer.


Dr Davies (F)

Monday am and pm

Wednesday am and pm

Thursday am

F2 trainer

Dr Meeran (F)

Monday am

Tuesday am and pm

Wednesday pm

Friday am

Registrar Trainer

Performs minor surgery for one hour during Monday am.

Dr Bali (M)

Monday am and pm

Wednesday am and pm

Thursday am and pm

Friday am and pm


Dr McKittrick (F)

Monday am and pm

Tuesday am

Wednesday am

Registrar attends VTS Wednesday pm in term time.




In the March 2013 survey the Practice scored highly for:



Practice  mean score %

National mean score %

Opening hours satisfaction



Telephone access




We have undertaken the same Patient Survey in February 2014 to assess whether the measures we have taken to address patient concerns, have been successful.  The results are published online and advertised in the waiting room.  The results show that:


Practitioner of choice - unfortunately we have not been able to improve on this indicator and feel there is little else we can do to address the issue.  However, the Practice scored 54% and the mean average is 49% so it would appear a widespread issue.

Illness Prevention - we have increased satisfation by 1%

Reminder systems - % increased by an impressive 4%


The 2014 survey has shown that the Practice scores exceed the national average for a medium size Practice in every indicator.


The surgery is open between 8.00am and 6.30pm every week day.  On alternate Mondays and Tuesday the surgery offers enhanced access until 8.00pm and on Saturdays we have a morning surgery, with telephone access from 8.30 – 10.00am and appointments between 9-10.00am.  The surgery telephone number is 020 8876 4086.



If you visit the Health Centre you may meet one of the PPG committee members.  We have arranged with the two practices to carry out a simple patient questionnaire with patients who are attending the Health Centre and who are willing to participate.  By responding to a few questions about the services provided by the practices, patients will help us to understand what is most important to them.  All practices are required to carry out a patient satisfaction survey annually and the two practices at Sheen Lane Health Centre are currently in the process of designing their formal questionnaires which will be circulated for completion over the next few months.


We are delighted to introduce our new Patient Participation Group, which has a Committee of people from both Practices, here in the Health Centre.  There is now a notice board in the surgery with information about the group and an invitation for patients to become involved.  If you wish to give comments or find out more please contact the group at sheenlaneppg@outlook.co.uk


This is the first newsletter of the Sheen Lane Health Centre’s Patient Participation Group (PPG).

The Patient Participation Group is currently run by a small committee of patients selected from both of the Health Centre’s GP practices.  We are in the early stages of developing the PPG as a representative voice for patients and we aim to act as a point of contact for all registered patients.  We would welcome comments and suggestions from patients concerning the services provided at the health centre.   We plan to provide useful information for patients via a regular newsletter and also support the two practices to improve communications with patients in relation to   topical healthcare issues relevant to patient care.  Through future newsletters we will  provide information about local health care matters of interest including proposals and plans for local health and social care delivery in the future.  The current members of the PPG committee are:

Margaret Dangoor           Chair

Anna Brown

Seonaid Joynson

Anna Hockley

Arif Kahn

Tim Phillips

Bob Smith



We can be contacted via email: Sheenlaneppg@outlook.co.uk or by leaving a note in the ‘comments box’ which is located on the notice board in the reception area.  We are planning to develop email messaging from the PPG so if you have an email address, do include it with your contact details. 



Extracts from Newsletter:




On the reverse of this newsletter you will find summary contact information for the Sheen Lane Health Centre’s two GP practices and how to access GP care urgently.  Also useful information about other urgent care health services available locally, together with contact numbers.

 Our two practices’ websites carry a wealth of additional information and include a facility for ordering your repeat prescriptions:

Dr Jerierski: www.sheenlanehealthcentre.co.uk

Dr Johnson: www.sheensurgery.nhs.uk






Please make the health centre your first port of call when you are in need of non-emergency medical care!

Obviously there will be times when it will be important to use other services first but Accident and Emergency departments and ambulances are best reserved for medical emergencies that cannot be managed in General Practice.  For everything else it is usually best to contact your GP surgery: we are more likely to know you and will have full access to your medical records.

We are open between 08.30 and 18.30 Monday to Friday and 08.30 and 10.00 on Saturdays.  Both practices offer later appointments on one or two evenings a week.  Please refer to your GP practice for further information.


Each morning between 08.30 and 12.00 we run a Triage service for patients that need to see or speak to a doctor on the same day: this is the best way to seek urgent same-day care; there is a dedicated Triage Doctor on duty.  Between 12.00 and 18.30 there is an on-call doctor who can offer help and advice.  When you call in you will be asked for a brief description of your concern (this is to help the emergency doctor prioritise calls) and for a telephone number on which the emergency doctor can contact you to discuss your immediate needs.  We find that many urgent problems can be sorted out quickly and effectively on the telephone, but if you need to be seen the same day that will be arranged.


999 Accident and Emergency services are only for the seriously ill who need emergency care fast.  An emergency is a critical or life-threatening situation like loss of consciousness, severe chest pain, difficulty in breathing, choking, blacking out, fitting or seizures, serious broken bone, heavy blood loss or serious accident.  The nearest emergency centres are at Kingston Hospital or West Middlesex University Hospital. However, patients suffering from chest pain may be taken directly by ambulance to the specialist unit at Hammersmith Hospital or a patient suspected of having a stroke to the specialist unit at St George’s Hospital, Tooting.



GP Practices’ Telephone Numbers and websites:

Dr Jezierski and Partners, 020 8876 3901    www.sheenlanehealthcentre.co.uk 

Dr Johnson and Partners, 020 8876 4086    www.sheensurgery.nhs.uk

The out-of-hours GP urgent care number is: 0300 0240000

Local urgent care centres

Teddington Walk-in Centre

Teddington Memorial Hospital 

Hampton Rd, TW11 0JL

Tel: 020 8714 4004


Mon to Friday 8am – 10pm

Sat/Sun/Bank hols: 8am – 9pm

Staffed by experienced nurse practitioners who offer advice and treatment for adults and children with minor injuries and illnesses.  GP evening service for urgent treatment when patients are unable to see their own GP.

Queen Mary’s Hospital

Minor Injuries Unit

Roehampton Lane, SW15 5PN

Tel: 020 8487 6999/8487 6499


365 days per year: 8am – 7.30pm

‘Specialist emergency nurses’ offer advice and treatment to both adults and children (not under 2 years) for minor injuries and illnesses.  The unit provides emergency contraception and advice. 

Hounslow Urgent Care Centre

West Middlesex Hospital 

Isleworth, TW7 6AF

Tel: 020 8321 6700


365 days per year: 24 hrs.

This centre assesses, advises and treats and helps divert patients away from the Accident & Emergency dept except when clinically appropriate. If a patient’s condition is  not urgent and in need of immediate treatment they will be advised and referred back to their GP.







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