Standard Reporting Template Patient Participation DES 2014/15. Surrey & Sussex Area Team

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1 Standard Reporting Template Patient Participation DES 2014/15 Surrey & Sussex Area Team Practice Name Arlington Road Medical Practice Practice Code G81050 Signed on behalf of practice Dr Peter Williams Date 11 March 2015 Signed on behalf of PPG Mrs Jenny Ballard Date 18 March Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES / NO Yes Method of engagement with PPG: Face to face, , Other (please specify) Face to face Number of members of PPG: 13 Detail the gender mix of practice, population and PPG: % Male Female Practice 46% 54% PPG 23% 79% Detail of age mix of practice population and PPG: % < >75 Practice PPG 2 9 2

2 Detail the ethnic background of your practice population and PPG: White Gypsy or Irish Traveller Other white White Black & Caribbean Mixed/ multiple ethnic groups White & black White & African Asian Other mixed % British Irish Practice PPG Asian/ Asian British Black / African / Caribbean / Black British Other Other Asian African Caribbean Other Black Arab Any Other % Indian Pakistani Bangladeshi Chinese Practice PPG The above figures are based on a total of 3642 patients of whom we currently have a record of ethnicity for, approximately 30% of our total practice population. 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 are constantly advertising to try and gain a cross-section of members of the PPG, including articles in the Practice Newsletter, on the website and posters. Are there any specific characteristics of your practice population which means that other groups should be included in the PPG? e.g. large student population, significant number of jobseekers, large numbers of nursing homes or a LGBT community? YES/NO No If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful:

3 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Results of the NHS England Patient Satisfaction Survey Results of the Friends and Family Test How frequently were these reviewed with the PRG? Annually

4 3. Action plan priority areas and implementation Priority area 1 Description of priority area: In the latest NHS England Patient Satisfaction Survey 31% of respondents said their preferred method of booking an appointment would be online, so we aim to introduce Online Appointment Booking. What actions were taken to address the priority: This is being set up in conjunction with our computer software suppliers and is due to be implemented by the end of March Staff are currently undergoing training on how to manage the system prior to implementation. Result of actions and impact on patients and carers (including how publicised): Booking appointments will be accessible to all patients online 24 hours a day. This will hopefully be more efficient than the automated telephone booking system which it is replacing. Unfortunately those without access to the internet will lose the ability to book an appointment out of hours, but it is hoped that the on-line booking system will free up telephone lines and make it easier for those who wish to speak to a Receptionist to do so. Some appointments will be kept for those who are unable to book online. The Online Appointments System is being advertised in the Practice Newsletter, on the Practice website, there are fliers produced for handing out at Reception and it will be mentioned in the next edition of the Practice booklet.

5 Priority area 2 Description of priority area: To raise awareness and provide better knowledge to patients of how to contact a GP out of hours as in the latest NHS England Patient Satisfaction Survey 40% of respondents said they did not know how to contact a GP out of hours. What actions were taken to address the priority: An article has appeared in the Practice Newsletter reminding patients that they can ring NHS 111 when the surgery is closed, and that if necessary a doctor from IC24 (the out of hours provider) will speak to them on the telephone or see them for a consultation. This is also on the website, new posters have been displayed in the waiting rooms and it is in the Practice booklet. Fliers are also being produced for handing out at Reception. A message has also been added to the repeat prescription re-order sheet for those who have repeat prescriptions. Result of actions and impact on patients and carers (including how publicised): Hopefully all of these actions combined will promote better awareness. We shall monitor this in future surveys to see if the percentage of patients has altered.

6 Priority area 3 Description of priority area: In the latest NHS England Patient Satisfaction Survey 21% of respondents said they found it difficult to get through to the surgery on the telephone. What actions were taken to address the priority: We have employed three new members of staff which should increase the number of calls that can be answered at one time. When the automated telephone system is discontinued at the end of March and we implement the facility to book appointments online this should ease the congestion of the telephone lines. Less patients will be using the telephone system, and those that do will not have to listen to such a lengthy recorded message. Result of actions and impact on patients and carers (including how publicised): Hopefully the benefits of the extra staff is already being felt, and will improve further from April onwards when the online booking system will be up and running.

7 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) Free text In 2014 we identified We needed to raise awareness of the PPG - Dedicated noticeboards have been placed in both waiting rooms, along with information on the Practice website. We needed to get more patients to read the Practice Newsletter These are produced more regularly now and are published on the Practice website and automatically ed to those who have signed up to this facility. We needed leaflet racks in the waiting rooms These have been installed. We wished to install electronic information screens in all of the waiting areas This is being looked into at the moment and we hope they will be installed in the near future. In 2013 we identified We aimed to open an on-site pharmacy This has been open for nearly 2 years now and is proving to be very popular. We had access problems to the first floor and were already part way into an extensive building programme to upgrade the facilities at the surgery The building work is now finished and we have a lift to the first floor.

8 4. PPG Sign Off Report signed off by PPG: YES / NO Yes Date of sign off: 18 March 2015 How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? Has the practice received patient and carer feedback from a variety of sources? Was the PPG involved in the agreement of priority area and the resulting action plan? How has the service offered to patients and carers improved as a result of the implementation of the action plan? Do you have any other comments about the PPG or practice in relation to this area of work? Members of the Practice meet bi-monthly with the PPG to discuss any issues arising from surveys, arrange awareness events and discuss anything of relevance which occurs during the year. As well as advertising extensively in the newsletter, on the website and with posters, the PPG members hold events in the waiting room to make themselves known to those attending the surgery who may not have access to the internet. We are also trying to set up a group of patients who do not have time to attend meetings but whose opinions can be sought via . We receive feedback from surveys, the Friends & Family Test, and there is a form in the waiting room for patients to complete if they wish to suggest or comment on anything. Yes This year s action plan will be monitored over the coming months. The building works have improved conditions at the surgery for patients, with more waiting areas, easier access to doctors consulting on the first floor and the on-site pharmacy. No

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