Patient Participation Enhanced Service Reporting Template 2014-15

Detail the ethnic background of your practice population and PRG: The figures below represent only those patients who have declared their ethnicity
Practice
PPG
Practice
PRG
British
Irish
945
14
1
0
White
Gypsy or Irish
traveller
0
0
Indian
Pakistani
2
1
0
0
Other
white
18
10
Asian/Asian British
Bangladeshi
0
0
White &black
Caribbean
0
0
Chinese
2
0
Mixed/ multiple ethnic groups
White &black
White
African
&Asian
2
0
0
0
Other
Asian
2
0
Other
mixed
6
1
Black/African/Caribbean/Black British
African
Caribbean
Other
Black
1
1
0
0
0
0
Arab
0
0
Other
Any
other
0
0
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:
We try to ensure that as far as possible the profile of the membership of our Patient Participation group mirrors that of our total
practice patient population in terms of gender, age and ethnicity.
We continue to advertise for members using posters in our waiting room and also on our website - inviting patients to become members
of our Patient Participation group. During 2014-15 we have tried to make the age/ethnicity balance of our Patient Participation group
more representative of our patient population by encouraging younger patients to join. We do this by verbal invite, asking younger
people who attend the practice if they would be interested in joining our PPG. We also display a poster in our waiting room, inviting
younger patients to join our PPG. We do have a proportional representation of ethnic minority group patients within our PPG.
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? YES/NO
If you have answered yes, please outline measures taken to include those specific groups and whether those measures were
successful:
We do not have significant numbers of patients in the groups mentioned above. We have a higher than average elderly patient
population and they are well represented in within the PPG. Over the last few years we have consistently tried to encourage younger
patients and young mums to join our PPG, disappointingly without much success.
1.
Review of patient feedback
Outline the sources of feedback that were reviewed during the year:




Feedback from patients as a result of the Friends and Family Test.
Verbal feedback from patients - during GP consultations; at reception desk;
NHS Choices website; National Patient survey results for 2013-14; CQC inspection comments
Written feedback from patients – thank you cards; new premises open day;
How frequently were these reviewed with the PRG?
and email.
They are reviewed at face to face meetings, in our newsletters, by post
2.
Action plan priority areas and implementation
Priority area 1
Description of priority area:

Provision of GP services on Saturdays and Sundays at the practice or in the locality. This was a popular request on our PPG survey results
Proposed Action: To work with the Clinical Commissioning Group and local CLICK federation of practices to support any
introduction of additional contracts/funding to provide extended GP primary care at weekends.
What actions were taken to address the priority?
Actions: We regularly attend CCG events and Federation meetings to participate in discussion regarding the future provision
of primary care, including the likely introduction of GP practices opening 7 days a week.
We continue to await the outcome of national decisions and negotiations.
Result of actions and impact on patients and carers (including how publicised):
Results: When further information and plans are established we will inform patients and carers
Priority area 2
Description of priority area:

Getting an appointment – some patients might not be aware that they can prebook appointments or that early evening appointments are available
for those patients who work – PPG survey response.
Proposed Action: To continue to promote the availability of such appointments in our newsletters and in our practice
brochure. To ensure our website includes full details of the range of appointments available at the practice. To take advantage
of the availability of the Parish Council Website as a resource for informing patients of the range of appointments and services
available at the practice.
What actions were taken to address the priority?
We continually promote information about the range and times of our appointments within the practice on our notice boards
and in our regular newsletters.
We also modernised our practice brochure following our move to our new surgery premises in May 2014. The new brochure
contains improved details of our full range of appointments including late evening surgeries, and also the services we offer from
our GP’s , nurses and HCA. We have also ensured that our website includes full details of the range of appointments available
at the practice. We also offer online access for patients who wish to book their appointments online.
Our local Parish Council is due to launch their website in the near future and we have an opportunity to take advantage of
some space on the website and we see this as a resource for informing patients of the range of appointments and services
available at the practice.
Result of actions and impact on patients and carers (including how publicised):
Patient awareness of our extended hours has increased, and these sessions are seeing increased levels of utilisation. Our appointment
capacity is good and we can usually offer those patients who request it, a same day appointment.
Priority area 3
Description of priority area:
The service patients receive from practice reception staff. One PPG member has indicated that she has heard comments from other
patients that the receptionist they saw lacked sympathy and kindness.
What actions were taken to address the priority?
The practice has a culture of providing good quality care in a happy and caring environment. However, as a result of patient
feedback and internal quality procedures we became aware of a problem with one of our newer receptionists regarding her
attitude and approach to patients. The matter was addressed and the person concerned counselled, given additional training
and subsequently disciplined; this person no long works at this practice.
Result of actions and impact on patients and carers (including how publicised):
We believe that patient satisfaction has increased as a result of rapid intervention by the management team. We are committed to
ensuring our patients are treated with respect, compassion and dignity at all times. It was not felt that publication of the full details of
this problem was appropriate. The matter is to be discussed in general terms at the next PPG meeting, scheduled for April 2015.
Progress on previous years
If you have participated in this scheme for more than one year, outline progress made on issues raised in the previous year(s):
Progress made on action plan for 2013-14:

To improve circulation of our practice brochure as this is effective means of communication about practice services and useful medical advice
Proposed Action: to maintain a continuous supply of practice brochures in our waiting room and reception area. To proactively
offer a copy to patients when they book in for an appointment or call to the dispensary.
Progress: We now have our practice brochure professionally printed and have a good supply available to patients on our waiting
room tables, on our counters and they are included in our new patient registration/welcome pack.

To promote the availability of our website and the facility to book and cancel appointments and order medications online.
Proposed Action: The practice will include regular reminders in our newsletters,; display posters in the practice; make
reference to this facility much more prominent in our practice brochure.
Progress: We have a poster on display in our waiting room advertising the facility to book appointments and order medication
via online access and we have recently added the facility to view medical records online. We promote the use of online access in
our newsletters.

To further improve local representation on the Patient Participation group from patients who are students, young adults and young parents.
Proposed Action: The practice continues to approach younger patients to invite them to join the PPG and also displays a poster
in the waiting room also encouraging younger members to join.
Progress: We continue to ask younger patients to join our group both verbally when they attend the practice and we also display
a poster in our waiting room inviting younger patients to join. We now plan to print leaflets to hand to all younger patients
attending the practice and if this does not encourage membership then we will send a mailshot to all patients in the 16-24 age
group. We have traditionally had problems recruiting volunteers from this age group to join the PPG.

To improve waiting times to see the nurse or GP after checking in.
Proposed Action: Clinical staff always try to keep to time but are mindful that some patients require longer than 10 minutes for
their consultation. Clinical staff also have to deal with urgent emergency situations as they arise. We will conduct a review of
patients with complex medical problems and ensure that they are allocated a longer consultation time when making an
appointment. We will also encourage patients to bring just one problem to a consultation so that they discuss the problem most
important to them and if they need to discuss more than one problem encourage them to book a double appointment or book
several separate appointments with the doctor.
Progress: When patients book an appointment with their GP we ask them for a very brief reason for the request. If it is
apparent that the patient has more than one problem to discuss or that their problem is likely to take up significantly more than
a single 10 minute appointment we offer them a double appointment. Some patients have a pop up message on their clinical
record to advise the receptionist that they need a longer appointment. We have found this is less stressful for the patient and
also the clinician.
See comments above
3. PPG Sign Off
Report signed off by PPG: YES/NO
YES
Date of sign off:
16 March 2015
How has the practice engaged with the PPG:
Meeting informally at “get togethers” for example charity fundraising day and the open day at the practice in August 2014; in patient
group meetings; by post, telephone and by email.
How has the practice made efforts to engage with seldom heard groups in the practice population? There is a poster in the waiting
room asking young patients to join and the receptionists speak to patients to invite them to join. It is also advertised on the surgery
website.
Has the practice received patient and carer feedback from a variety of sources? YES
Was the PPG involved in the agreement of priority areas and the resulting action plan? YES
How has the service, offered to patients and carers, improved as a result of the implementation of the action plan? The majority of
patients seem very happy with the care provided by the surgery. Improvements have been made to the surgery brochure; it is much
more modern looking and is clearly laid out. There is a poster in the waiting room telling patients they can order their medicines and
make appointments online. One of the newer receptionists no longer works at the surgery as she was not suitable.
Do you have any other comments about the PPG or practice in relation to this area of work? No