Portsmouth PPG reps review of GP Practices Summary Report

Healthwatch Portsmouth supported local Patient Participation Group (PPG) reps to visit their own Practices to review ‘front of house’ services, using a checklist devised by members of the city-wide PPG forum. In total, nine Practices were reviewed and this report has outlined the key findings and subsequent recommendations to share good practice and improve patient experience.

Key recommendation themes centre on:

• Confidentiality – pro-active approach to providing space for private conversations in/around reception areas.
• Child play areas – consistent approach re practice of providing toys.
• Access – confirmation that patient access needs are understood and supported within building layouts.
• Accessible information – pro-active approach to making information available in different formats.
• Data protection – confirmation over protocols in use of text/email reminders.
• Access to appointments – meeting of commitment by all Practices to have in place online systems for booking, amending and cancelling appointments.
• Participation – Practices to improve how engage with all sections of the community, how they use feedback and confirm the level to which patient feedback influences how services are provided.

Individual specific findings have been shared with the Practices that took part in this activity, with this summary report to be shared with PPG reps, the CCG, Healthwatch England and other stakeholders and made available for public access on the Healthwatch Portsmouth website with the aim of identifying good practice, areas for improvement and invite further feedback from the local community.