Annex D: Standard Reporting Template

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1 Annex D: Standard Reporting Template Practice Name: Dr Pidsley & Partners, Bridge Surgery Practice Code: M83042 Shropshire and Staffordshire Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf of practice: Julie Finch (Practice Manager) Date: 24/03/15 Signed on behalf of PPG: Angela Henry (Secretary) Date: 24/03/15 1. 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 Patient Group and a Virtual Patient Reference Group online. Number of members of PPG: Face to face Patient Group 10 and Virtual Patient Reference Group - 43 Detail the gender mix of practice population and PPG: % Male Female Practice PRG (Face to Face) PRG (Virtual) Detail of age mix of practice population and PPG: % < > 75 Practice PRG (F to F) PRG (Virtual)

2 Detail the ethnic background of your practice population and PRG: % White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed 84 <1 0 5 <1 0 <1 0 Practice (NB where recorded) PRG (F to F) PRG (Virtual) Practice (NB where recorded) Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other <1 <1 0 <1 0 <1 0 <1 0 9 (Not stated) PRG (F to F) PRG (Virtual) 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: Membership of both groups is open to all patients without discrimination and applicants are not asked details of gender, age or ethnic background. Members are recruited by ad hoc messages on the electronic call board, message of the moment boards, website and via GP consultation. The gender mix of the Face to Face Patient Group mirrors the practice population almost exactly and the Virtual Group is not widely different. The only age band not represented in either group is the year olds. It was hoped that the Virtual Patient Group would ensure wider patient representation by attracting younger patient members who may not necessarily want to attend meetings due to family commitments or working hours. This has been moderately successful as the membership of the Virtual Group has risen over the past year and now includes a patient in the <16 age band and one in the age band. In terms of ethnic background, the membership of both groups largely reflects the practice population (where ethnic background has been recorded).

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 If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: We believe that we have a high prevalence of older patients on our practice list and patients in the 65 and upwards age bands are well represented in both of our patient groups. 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Friends & Family Test Trial Results Friends & Family Test Results National Patient Survey Results NHS Choices How frequently were these reviewed with the PRG? Friends & Family Test Trial Results 08/10/14 Friends & Family Test Results 14/01/15 & 18/03/15 National Patient Survey Results 13/08/14 & 18/03/15 NHS Choices 13/08/14

4 3. Action plan priority areas and implementation Priority area 1 Description of priority area: Dementia Awareness What actions were taken to address the priority? After being raised as a priority at a patient group meeting, the practice provided a dedicated notice board for this purpose. The practice put together a display using resources from the Alzheimer s Society and the Carers Association and a member of the patient group put together an information/resource folder. The folder is kept behind the reception desk for patients and carers to look at upon request and it is mentioned on the notice board. Upon the recommendation of the patient group member, the practice also obtained supplies of The Dementia Guide book produced by the Alzheimer s Society for clinical staff to give out to patients and carers where appropriate. The folder is kept updated by the patient group member. Result of actions and impact on patients and carers (including how publicised): Greater general awareness of Dementia along with the availability of further information and details of support organisations for all patients, carers and visitors. The board acts as a visual introduction to the services offered by the Alzheimer s Society and the Carers Association for patients and/or family/carers. The provision of the booklets have been useful for providing patients and carers more detailed information, especially upon diagnosis and, on occasion, have been given out by the receptionist if appropriate.

5 Priority area 2 Description of priority area: Implementation of the Friends and Family Test (FFT) What actions were taken to address the priority? The patient group were very involved with the implementation of the FFT at the practice with the secretary of the group attending an NHS Friends and Family Test Awareness Event in Stafford with the Practice Manager in April The patient group suggested a week long trial of the test in September 2014 prior to the national start in December 2014 which the practice was happy to complete. Two group members collated the 150 responses received during the trial week and the practice compiled the 140 comments received. The results were discussed at the October meeting along with the practicalities of running the test. The results from December 2014 onwards have been shared with the group and discussed at meetings. The group has suggested ways in which the FFT could be further publicised e.g. by adding a message to the right hand side of prescriptions, ensure the FFT posting box is in a more prominent position on the reception desk, add a message to the patient call system all of which the practice has actioned. Result of actions and impact on patients and carers (including how publicised): Successful implementation of the FFT from the national roll out date on 1 st December The test is publicised widely across the practice posters, website, on the right hand side of prescriptions and the electronic patient call system. The group was a big part of the implementation ensuring patients and carers know that they are able to complete a FFT and be confident that their feedback and comments are reviewed and taken on board by the practice and the patient group.

6 Priority area 3 Description of priority area: Monitoring the Implementation of the Improving Practice Questionnaire Report Action Plan (March 2014) Although not a specific priority area, patient group members have been active attending various local public events as part of East Staffordshire Clinical Commissioning Group s Improving Lives initiative and in formally agreeing a constitution in the past year. What actions were taken to address the priority? The practice provided regular updates at the patient group meetings throughout the year on the progress achieved in meeting the action points across the three areas in the Action Plan published in March The patient group gave feedback, suggestions or offered advice as appropriate. A summary of the actions undertaken are described in the attached document Progress Report on the Improving Practice Questionnaire Report Action Plan March Result of actions and impact on patients and carers (including how publicised): See Progress Report on the Improving Practice Questionnaire Report Action Plan March 2014 attached.

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): See Progress Report on the Improving Practice Questionnaire Report Action Plan March 2014 attached. Progress reports on the plans from previous years are available on the practice website at as part of the Local Patient Participation Reports.

8 4. PPG Sign Off Report signed off by PPG: YES (Draft version discussed at the group meeting on 18/03/15 and final version signed off by the Chair (electronically) and Secretary (signature). Date of sign off: 24/03/15 How has the practice engaged with the PPG: The Practice has engaged with the PPG by attending all meetings and at each meeting, the Practice Manager, a GP and usually a Practice Administrator are present. The practice has also listened to and, where possible, acted upon feedback and suggestions given by the PPG. The Practice Manager liaises via with the Chair and Secretary in between meeting to advise if there is anything urgent or any topic which needs to be added to the Agenda. How has the practice made efforts to engage with seldom heard groups in the practice population? Members are recruited by way of ad hoc messages on the electronic call board, message of the moment boards, website and via GP consultation, and membership of both groups is open to all patients without discrimination. The face to face group has tried to engage the members of the virtual group by sending out agenda and minutes to meetings for them to comment upon. Minutes of PPG meetings are available on our website and most PPG members are happy to talk to patients on request. Comments can be made to the PPG via the website through a comments page or via the Practice Manager. Has the practice received patient and carer feedback from a variety of sources? Yes, primarily from the Friends and Family Test (in particular the test week where 140 comments were made) but also from the monthly results from December The practice also receives ongoing feedback via the suggestion box or made informally to staff, increasingly from website users and also from members of both patient groups.

9 Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes. All the priority areas for improvement have come from the patient group and are documented in the minutes to the meetings, available on the website. The practice and patient group have worked together in order to deliver on the areas identified. How has the service offered to patients and carers improved as a result of the implementation of the action plan? We hope that the Dementia Awareness notice board and resource file will have helped signpost patients and/or their carers to organisations where further help, advice and support can be obtained. This has also tied in with the increased media publicity about dementia and the drive by the Government to increase the number of patients with a diagnosis. The high profile of the Friends and Family Test demonstrates to patients that we consider their feedback to be important and really want to know what they think. We hope that this in turn will encourage them to give their comments in order to further improve patient care and ensure that our services meet the needs of our patients in the future. Monitoring the previous Action Plan from March 2014 ensured that the areas identified last time were not forgotten and has resulted in an increase in patients making on-line appointments to improve telephone access and also better communication with patients about the plan via the Action Plan Update newsletter issued mid way through the year. The patient group were keen to see the final part of the plan provision of children s books/bookcase implemented which is a very visible sign in the waiting room to all our patients that their comments do make a difference and we have listened to them. Do you have any other comments about the PPG or practice in relation to this area of work? The practice would like to thank the patient group for their help and support in implementing the above priority areas, in particular the Friends and Family Test, over the last 12 months.

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