PPG and FFT

Getting Your View

We welcome any service users who wish to participate in our Patient Participation Group (PPG).

PPG is organised for our service users as representative of our patient population, without the involvement of any surgery staff.

The PPG comprises a maximum of 8 patients, who will meet quarterly on the following Wednesdays from 12:00 noon to 1300 hr:

Due to the need to observe socail distancing, our next meeting which will be conducted using zoom and this will be held on 30th August 2020.

The link will be sent out to pateints who have expressed interest to participate.

 

 

 

Purpose of the Patient Participation Group

The PPG meeting aims to provide our service users the opportunity to be involved in decisions about the range and quality of services provided and, over time, commissioned by the practice. It is for this reason, a practice staff, either the practice manager or a nurse will join in the PPG. For the same reason, members of the PPG will also be contacting patients on occasion by email and/or text so that the views of the widest group of patients possible can be obtained. We would like to obtain your email address and mobile phone number to do this and consent for Patient Contact will be sent out in due course.

 

The PPG owns its initiatives and with trust and respect to:

  • Act as critical partner to provide a patients’ perspective ensuring services, plans and activities respond to patients’ needs and priorities;
  • Foster communication with the wider patient population building stronger patient-doctor relationships;
  • Provide practical support to practice teams e.g. conducting and analysing patient surveys, organising health awareness events;
  • Encourage those with long term and/ or multiple health conditions to gain confidence in managing and taking control of their health and care;
  • Help other patients take more responsibility for their health and make informed decisions.

The PPG is not:

  • A forum for complaints (ground rules are to be established and not used PPG as a vehicle to air their personal issues;
  • A doctor’s fan club;
  • A time consuming activity for practice staff.

Making Complaints

  

At Park View Surgery, we are committed to provide the highest standards of care, and we hope that your experience in all aspects and at all levels are positive at all times. However, we appreciate at times, there might be a mismatch of what we do and what you expect. Please raise your concerns with any member of staff who takes each and every concern seriously, and will endeavour to address them quickly at the time they arise. However, if you think that the complaint should be raised at management level, then please book an appointment with the Practice Director and she will contact you to discuss in more detail.  If you wish to make a written complaint, please address this to the Practice Director and you will receive a written acknowledgement within 2 working days and a final written response within 30 working days.  If it is not possible to provide a final written response within this timescale a holding response letter will be sent giving the reason for the delay.  In the final response, information will include our investigations, findings and action plans. Information on how you can progress with the matter if you are dissatisfied with our decision, which are on the right hand side of this widget, will also be included in our final response. 

When things didn’t work out the way you expected, you can:

  1. Approach our reception for a complaint form, fill it out and submit to us, so that we can start investigating and see how we can put it right.
  2.  Book an appointment to see us to discuss your concerns so that we can start investigating and see how we can put it right. 
  3. If you prefer to put your concerns direct to NHS England, here is the link for you https://www.england.nhs.uk/contract-us/complaint/
  4. If you have already complained and were not happy with the outcome of your complaint, you can contact the Parliament and Health Service Ombudsman which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

 To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033. You can also visit    www.ombudsman.org.uk