Annex D: Standard Reporting Template

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1 Annex D: Standard Reporting Template Practice Name: Cromwell Place Surgery Practice Code: D81030 Cambridgeshire & Peterborough CCG Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf of practice: Marilyn Long Date: 30 th March 2015 Signed on behalf of PPG: Mrs F Butterworth, Mr & Mrs Clarke, Mr K Payne Date: 30 th March Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES Method of engagement with PPG: There are face to face meetings and dissemination of pertinent information via or by post in between meetings. Number of members of PPG: 12 PRG: 163 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

2 Detail the ethnic background of your practice population and PRG: This is based on those patients for whom we have ethnicity recorded. This is not the whole practice list. White Mixed/ multiple ethnic groups % British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice PRG Asian/Asian British Black/African/Caribbean/Black British Other 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: As was the case in the PPG and PRG membership includes patients who might be considered to be marginalised in society, the elderly, patients with learning or physical disability, carers and the cared for, employed, unwaged and retired. There is however only very limited engagement from ethnic minorities. The practice and members of the PPG have made repeated efforts to encourage engagement from other groups in order to extend the representations of other ethnic groups from the wider patient population. This has been by extensive promotion within the practice using the waiting room information screen, leafleting in volume, the practice website and direct approaches to individuals. We will continue with these strategies in the hope of greater success going forward.

3 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 We do not believe that there are any specific characteristics of the practice population that indicate the need for such an approach. 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: The practice has received feedback from a variety of sources. These range from direct comments from patients to any member of the team, comments on the NHS Choices site, any form of correspondence with the practice eg. , letters. We have also had feedback from The Friends and Family Test since December This latest source of current and ongoing feedback is proving to be a useful source of live feedback with the non-confidential feedback being shared with patients via the Information Screen in the waiting area. It is intended to discuss options for further dissemination and/or any actions that might be indicated with the PPG at the next meeting which is planned for April 2015.

4 How frequently were these reviewed with the PRG? Relevant issues are brought to the PPG for group discussion for there were meetings on 14 th July and 20 th Oct. There was a meeting planned for 3 rd Mar which unfortunately had to be rescheduled as key personnel were unavailable at late notice. A new meeting date of Monday 20 th April 2015 has been arranged. Were there to be urgent matters for which patient feedback was required this would be sent via or post for review and response. There are 163 members of the PRG and their opinion sought when appropriate. This is ad hoc rather than timetabled in line with the arrangement made with them when they signed up for membership.

5 Action plan priority areas and implementation Priority area 1 Description of priority area: Offering more online appointments was the first of the priority areas identified in discussion with the PPG at the meeting held on the 14 th July What actions were taken to address the priority? The practice has increased the number of appointments that are available for booking on line. There are seen to be many fold benefits to this, it allows booking and cancellation of appointments at any time that a patient can get on-line thereby reducing the need for telephone calls or encounters at reception to book appointments. One benefit of this is that it increases capacity for other patient contact generally. These increases take into account the needs of those for whom online booking is not an option to ensure that they are not disadvantaged. Result of actions and impact on patients and carers (including how publicised): The expansion of online booking of appointments is advertised with periodic leafleting in volume and promotion within the practice. General feedback is that expansion of online booking is well received. There has been no negative feedback and no suggestion that it has had anything other than a positive impact for patients and those who care for them.

6 Priority area 2 Description of priority area: Availability of telephone appointments online What actions were taken to address the priority? A stepped approach is being taken to this area for development, starting with awareness raising and then implementation. General promotion and education of the concept of a telephone appointment as an effective alternative to a face to face appointment is being developed. Telephone appointments offer flexibility for patient and GP alike. Operationally there are some challenges to offering these in timed slots online given the unpredictability of the demands that can create delay and change in a day. Result of actions and impact on patients and carers (including how publicised): By promoting the option for telephone appointments to patients while they are in the surgery they are made aware of an alternative consultation method that has the potential to save them a journey to the practice, saving time and freeing them to do other things. The practice is seeing an increase in the requests for telephone appointments as more patients become aware of both their availability and their benefits. Now established, it is intended to build on this expansion by identifying periods in the working day which can work well for both patients and clinicians for telephone appointments as by definition booked appointments need to be delivered in a specific timeframe. The Practice Manager has discussed the functionality of the on-line booking software with EMIS in order to ensure that the difference between the face to face appointment is easily identifiable as confusion has the potential to be both frustrating and inconvenient. At the time of writing we are still awaiting confirmation that the difference will be obvious until this is established we consider it wiser to wait.

7

8 Priority area 3 Description of priority area: Improvement to the patient call system What actions were taken to address the priority? The practice has made enquiries as to the options available with regard to electronic patient call systems that will integrate with the clinical computer system has seen two significant changes in the computer provision in the practice, both of which have a bearing on this matter. When the matter was discussed and agreed in July the practice was using the EMIS LV system but was shortly afterwards made aware that this would become obsolete in Spring 2015 when it would no longer be supported. In order to address this issue the practice moved to EMIS Web in September 2014 an externally hosted clinical system in September In addition to this change the practice was also notified that the operating system would be changing it Windows 7 and that there would need to be careful consideration of compatible software as a consequence of this change. The move to Windows 7 was undertaken in February 2015, although some remaining issues with some software already in place has meant that this is not yet completed. It is currently understood that there will be functionally compatible with EMIS Web. In addition consideration of funding has been an issue. Central funding is not available for patient call systems and the associated set up costs are estimated at 3000, with ongoing contractual costs beyond installation. The Partnership is looking at sources of funding that might be made available to support this improvement but the current downward pressure on practice income means that the financial environment does not lend itself to capital expenditure or commitments to additional recurring costs in the current climate. It is intended that this will be discussed again with the PPG at the next meeting on 20 th April 2015.

9 Result of actions and impact on patients and carers (including how publicised): Given the specific IT changes and financial pressures in year this priority area is still under review. The actions to date do not have a specific impact on patients. An assessment will be done as this progresses and when there is useful information to share with patients this will be done without delay. 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): The action plan for focussed on: 1. Promoting the PPG and PRG - this has continued throughout the year. The practice is pleased to have been able to welcome new members to both groups. 2. Promotion of on-line booking as stated earlier in this document this is ongoing 3. Ensuring staffing levels at reception are such that patients are not required to wait for assistance any longer than necessary. The practice has increased staffing across the reception and administrative support team by the equivalent of one full time member of staff i.e 37 hours per week. Electronic check in this has been promoted with additional posters prompting patients to use it as an alternative to queuing to speak to one of the receptionists. For the focus had been on: 1. Effective use of NHS resources given the downward pressures on funding this remains a clear focus in all the practice activities, e.g prescribing, referrals For There had been a focus on communication the strategies implemented continue.

10 3. PPG Sign Off Report signed off by PPG: YES Date of sign off: 30 th March 2015 How has the practice engaged with the PPG? With meetings and occasional updates of matters that might be of interest e.g Hunts Patient Congress How has the practice made efforts to engage with seldom heard groups in the practice population? The practice and member of the patient group have made approaches to individuals from groups not currently represented on the PPG so far to no avail but efforts will continue. Has the practice received patient and carer feedback from a variety of sources? The practice received feedback in person, in writing, face to face, via surveys and the new Friends and Family Test. Was the PPG involved in the agreement of priority areas and the resulting action plan? The PPG members discussed the priority areas with the practice on the 14 th July 2014 and agreed the three points for the action plan. How has the service offered to patients and carers improved as a result of the implementation of the action plan? There are more on line appointments available for those who have access to this method of appointment booking.

11 Do you have any other comments about the PPG or practice in relation to this area of work? The report fairly reflects our work for the year. The PPG has proved an effective forum, particularly in the area of communication, both for the Practice and the PPG members and from PPG members to the practice. This has been shown to be relevant on issues and developments which affect patients, both current and in the future. Many of the actions of the Development Action Plan have been derived and expanded from the PPG forum it is surprising how much has been achieved since the start of the group.

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