Friends of Wrafton House

The population is mainly town based with a few small villages and there are 5 GPs. The practice is 10 years old and the PPG was established 6 years ago.

Through the influence of the group the telephone system has been changed from "automatic message" to human voice. The PPG influence also resulted in an independent phone number being introduced for telephone consultations ensuring the telephone system is not so congested.

The volume of the patient calling system in the waiting room has been increased following PPG intervention.

A Healthy Living video was launched recently aimed at schools in the locality. Support from the PCT; Health Promotion Team and the GP Practice enabled the PPG to produce this as a partnership piece of work.

The PPG were successful in securing PCT support in funding for venues/speakers for events.

The PPG feels the critical factors for success are:

• Nurture the relationship with your PCT - build it up over time.

• Go to your PCT Board meetings and meet the people on the PCT Board.

• There are always unwritten rules - you only find out about them when you break them.'

• Commitment is needed from both patients and the practice.
• 'People with tender egos will not survive' - sometimes things are said that can upset.

• There must be an 'adult' and professional attitude both ways.

• Relationships make it work or fail.

• Personalities influence GP practices - find the personalities with the greatest influence among the doctors for instance and work with them.