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1 Standard Reporting Template Practice Name: St Francis & Park Surgery Practice Code: J82143 NHS England (Wessex) 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf of practice: (signed on master copy) Date: 25/3/2015 Signed on behalf of PPG: (signed on master copy) Date: 25/3/ Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES Method of engagement with PPG: Face to face, , Other (please specify) Face to Face & . Regular full meetings, subcommittee meeting and small group meeting. PPG e mail, later virtual group and a full practice e mail group Number of members of PPG: 54, virtual group 400, full practice group

2 Detail the gender mix of practice population and PPG: % Male Female Practice PRG Detail of age mix of practice population and PPG: % < > 75 Practice PRG Detail the ethnic background of your practice population and PRG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish Other white White &black White &black African White &Asian Other mixed traveller Caribbean Practice PRG Asian/Asian British Black/African/Caribbean/Black Other British Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice PRG 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 methods used for inviting members to join are ing/sending out letter to a cross section of our patient populations aged between 16 years and 85 years old. We have considered age, ethnicity, gender, occupation ( or employment status) parental status, disabled status, carer status ( including patients in care homes/nursing homes and both cared for patients and carer patients) 2

3 personal skills, socio-economic groups, long-term conditions, patients with specific care needs ( eg drug users, learning disability needs and housebound patients etc.). We advertise in our reception waiting rooms at both Park & St Francis Surgery, prescription reminders, Valley Park Community Centre Notice Boards, Local disability Centres, Health Facilitator for learning disabilities, Older Mental Health Team, Community Care Teams, Methodist Church (Winchester Road) who have a lot of groups supporting hard to reach sectors of the community including Memory/Dementia/Alzheimer s /Parkinsons support groups etc. Age concern, Fernhill Oakmont Road ( Assisted living), Hillside Close Winchester Road ( sheltered Housing) Chandlers Ford Care homes, Winchester Road, Baroda Care home 34 Merdon Avenue, Valley Lodge, Valley Road, Health Visitors, Midwives, In-house Counsellors, Carers together, One Community. Avoidance Admission Care Plan Patients, 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? No If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Within 2014/15 we have had two Care Quality Care (CQC) Inspections February and November Patient feedback outcomes were discussed at PPG committee and meetings with all members as well as practice meeting. We have been rated outstanding within CQC for our PPG referral scheme. This was initiated and in keeping with Information governance guidelines. The PPG referral scheme works by referring consented patients who are isolated, vulnerable or with any co-morbidities etc. to a member of the PPG who is the lead for the area of concern, this can also include learning disabilities and mental health. The PPG can then advise/ 3

4 support and guide them to the most appropriate agency/centre etc. This will help with our appointment system. We also have patient feedback slips in the reception waiting rooms at Park & St Francis Surgery; these slips have been/are discussed at Practice and PPG meetings. Family and Friends Test were implemented in December 2014 with discussion with the PPG and the practice two questions were approved. Feedback ongoing to PPG and Practice. Between the Practice and PPG we have done a survey. All the questions were agreed by the Practice and the PPG, specific to the online system Patient Access there was interest from the PPG and Practice in finding out more regarding the take up and attitude to online appointments and prescriptions. Other priority has been this year were that Park Surgery opens on a Saturday morning for pre bookable appointments and OOH service Frequently another area of priority that has been raised is about the waiting times in reception; we continually review ways of informing patients of Doctors running late. How frequently were these reviewed with the PRG? Full PPG Every quarterly meeting / PPG committee meeting bi-monthly. PRG invited to all PPG meeting and ed surveys and results 4

5 Action plan priority areas and implementation Priority area 1 Description of priority area: Opening Times at Park Surgery on Saturday morning and OOH service. Better OOH service and the surgery to stay open longer (particularly to suit working patients). Concerns around the 111 national service provided and patient unaware the practice provides telephone appointments. What actions were taken to address the priority? Highlighted 111 national service with posters and notice on our practice screen in reception. We already provide a telephone message when the practice is closed advising patients of the 111 national service. On the practice website/ practice screen in reception and notice board, practice staff informing patients of our OOH Saturday clinic for bookable appointments. Result of actions and impact on patients and carers (including how publicised): Notices in waiting room. Update information on our screen about OOH Update our information on our screen about extended hours on a Saturday pre-bookable appointments. Informing patients we to all patients who have consented to with our health link newsletter. all clinical staff to promote our OOH service on Saturdays Reception team to inform patient on the telephone and face to face contact. 5

6 Priority area 2 Description of priority area: On-line Access Patients reported problems with using patient access online system for making appointments and getting repeat prescriptions. What actions were taken to address the priority? Patients are encouraged to inform the surgery that they are experiencing difficulty with the online access system, they invited into the surgery to go through any issues with a member of the practice team. Highlight onto our practice website. Highlight in our reception area Result of actions and impact on patients and carers (including how publicised): Patients have already contacted the surgery are now able to use patient online access. This is highlighted onto our practice website and reception waiting area at both surgeries. This has helped with telephone calls into the practice and face to face patients calling in for prescriptions.. 6

7 Priority area 3 Description of priority area: Waiting times in reception Several patients made commented on the time they had to spend waiting in reception to see a doctor. These comments indicate that it was not so much the time they had to wait but the lack of information on how long it would be before they were called. This issue gave rise to comments in the last survey that clearly still needed improving. What actions were taken to address the priority? Increase the wording on the arrival machines that inform patients that doctors were running late. Doctors to announce when they are running late. Reception team to be aware of when doctors are running late and inform patients in waiting room. Notice on screen in waiting room announcing doctors running late Result of actions and impact on patients and carers (including how publicised): Check in machine wording increased. Doctors announce when running late improved Reception team announce when doctors running late improved. Notice on screen in reception waiting room doctors running late. Patients and staff are made now more aware of waiting times. 7

8 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): Issue with Parking has now been resolved as patients are aware of other parking areas within the area near to the practices Open up lower level at the reception desk at St Francis Surgery for the disabled. Reviewed disabled access for Park Surgery placed a bell outside the entrance door. Informed patients of the change In November 0844 to a local landline number - PPG/all Practice patients informed Practice telephone system changed November PPG/all Practice patients informed. Practice clinical system change July 2012 PPG/all Practice patients informed. Notices for Park Surgery opening times on practice website and notices at ST Francis and Park Surgery. Notices for St Francis Surgery opening times on practice website and notices at ST Francis and Park Surgery. Receptionist to be mindful of patient booking in on the check in screen of doctors running late - ongoing Informing patients of Saturday opening times -on Practice website and notice at park and St Francis Surgery - ongoing BP machine moved to a cubicle in reception waiting room at St Francis Surgery enabled practice to have an information corner. Waiting times for appointments - ongoing national problem. Hand sanitizers at checking in machine at Park & St Francis Surgery. Implementation of online appointment on Practice website and notice at park and St Francis Surgery - ongoing. New ways of opening Park Surgery in the afternoon - ongoing Appointment availability on practice website / practice notice boards. Highlighting practice Triage system PPG member did an article placed in the surgery. Practice telephone message was shortened. Text messaging appointment reminder service implemented. 8

9 3. PPG Sign Off Report signed off by PPG: YES Date of sign off: How has the practice engaged with the PPG: YES How has the practice made efforts to engage with seldom heard groups in the practice population? YES 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? YES Do you have any other comments about the PPG or practice in relation to this area of work? We have a particularly active PPG lead by an enthusiastic committee. It is a lead PPG group within the local networks. Specific innovations include the PPG referral system to support patients socially 9

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