Annex C: Standard Reporting Template

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1 Annex C: Standard Reporting Template Hertfordshire and South Midlands Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Schedule M Practice Name: Parkfield Medical Centre Practice Code: E82027 Signed on behalf of practice: Mrs Mimi Salgado Date: 27/02/15 Signed on behalf of PPG: Mrs Loiza Lad Date: 27/02/15 1. Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? Method of engagement with PPG: Number of members of PPG: YES Face to face, , Newsletters 1327 households (approx patients) Detail the gender mix of practice population and PPG: % Male Female Practice 49% 51% PPG 50% 50% Detail of age mix of practice population and PPG: % < > 75 Practice PPG age ranges are as shown (only 1 member recorded per household) Page 1

2 Detail the ethnic background of your practice population and PPG: White Mixed/ multiple ethnic groups British Irish Gypsy or Irish traveller Other white White &black Caribbean White &black African White &Asian Other mixed Practice 60% 1% 0% 8% 1% 1% 1% 1% PPG* see below Asian/Asian British Black/African/Caribbean/Black British Other African Caribbean Other Arab Black Indian Pakistani Bangladeshi Chinese Other Asian Practice 2% 1% 1% 1% 1% 1% 1% 1% 0% 4% PPG Any other / Not stated 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: (14% of the practice patients have not recorded their ethnicity.) The Practice population in terms of ethnicity is predominately white and over the age of 45, which is also reflected in the PPG membership population. Details of ethnicity is not recorded for the patient group membership, however ethnic minorities as a general group and all age ranges have some form of representation in the PPG membership (including at Committee level). Page 2

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 elderly population If you have answered yes, please outline measures taken to include those specific groups and whether those measures were successful: Many services are accessed or promoted online and many of our elderly patients do not have access to these facilities. The PPG always highlights these issues and assists the practice in ways of communicating with this group. The Practice has a carers identification in process and at each proposal this group is specifically discussed and specific needs are considered. 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: One-to-one feedback to Patient Liaison Officer (PLO) or other committee members, Parkfield Website / NHS Choices review pages, surgery comment cards and Friends and Family Test responses Feedback at various events: AGM, Nutrition Workshops, Health Talks and address of PLO available to all patients. How frequently were these reviewed with the PRG? Patient concerns and issues are discussed at PPG committee meetings held every 2 months that always has a representative from the practice in attendance. These minutes are displayed on the PPG noticeboard in the practice. Page 3

4 Action plan priority areas and implementation Priority area 1 Description of priority area: DoctorFirst appointment system This is a system to improve patient access to appointments through the use of managed telephone consultations with the GPs. What actions were taken to address the priority? Firstly discussions took place with the PPG Committee over 12 months ago. Patients were asked for feedback in the Patient Survey in January Feedback and comments were also requested via the Patient Newsletter. The analysis was reported back to the Practice, which helped to inform them on patient views about the system. The PPG committee were updated at each meeting about the progress of DoctorFirst. Result of actions and impact on patients and carers (including how publicised): Advertised on website, in Newsletter and posters in the surgery in late Autumn Patient feedback has been predominantly positive and patients have been commenting back to the practice with face-toface compliments and criticisms or officially via the complaints procedure. The Practice Manager updated the committee at a meeting in January Additionally a review took place in February 2015 with staff and the PPG present. This feedback will form part of a newsletter article for patients in March 2015 with an opportunity for patients to respond about the DoctorFirst system. Page 4

5 Priority area 2 Description of priority area: Improve Nutritional Health of our patients What actions were taken to address the priority? Funding approved from HCL from the Healthier Communities Fund. The project was discussed with the Partners and PPG committee. 6 Workshops were held over a number of weeks. The different workshops focussed on different needs of the patient eg. Heart Health, Diabetes, with some on the elderly and another on families. Result of actions and impact on patients and carers (including how publicised): A questionnaire was given to patients at 3 of the events. They were asked to complete baseline questions. These same questions were sent to patients several months later. The impact has been positive, with many patients having improved their knowledge on eating healthily and some have made considerable changes to their eating habits as a result of the workshops. Page 5

6 Priority area 3 Description of priority area: Improve Mental Health Access for Carers What actions were taken to address the priority? Developed a course in conjunction with MIND in Herts and to offer to our patients who are carers. Result of actions and impact on patients and carers (including how publicised): The course is currently being advertised in February 2015 and there have been positive responses. The course will commence once there has been a minimum uptake of delegates. The advertising is through information in the waiting room, referrals from GP s and the Carers Champion. There will also be an article in the Spring 2015 Newsletter. Page 6

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): Patients asked for more information on the Doctors that work at the practice. The Noticeboard has been updated to reflect the Doctor s field of interest, photographs of them and days that they usually work. This information is also available online. How to Manage your own Health was a on a previous action plan: An article was written in the newsletter on this topic and the GP s also encourage patients to use the BP machine and BMI machine in the Patient Information Centre. This gives them the responsibility of managing their own health information and passing this onto the GP. It also allows patient to discuss issues with the PLO, who can assist them in finding further information on their condition. Other recommendations on previous action plans have included better use of nursing team and improving access for continuity of care. Any proposals on these issues have been super-ceded by the DoctorFirst appointment system as the system minimises these problems. Page 7

8 3. PPG Sign Off Report signed off by PPG: YES Date of sign off: 27/2/2015 Has the report been published on the practice website? YES How has the practice engaged with the PPG: How has the practice made efforts to engage with seldom heard groups in the practice population? Yes through face-to-face encounters from PPG Committee members and patients. Has the practice received patient and carer feedback from a variety of sources? Yes website, s, letters, face-to-face engagements, meetings Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes for all points How has the service offered to patients and carers improved as a result of the implementation of the action plan? Patients are able to consult with a doctor on the day they phone in. This is an immediate improvement to before, when having to wait for an appointment to become available. Other improvements relate to the impact on patient health and the practice image- by offering workshops patients feel involved and that the surgery cares about their welfare. Do you have any other comments about the PPG or practice in relation to this area of work? The PPG have been informed at each stage and allowed to make their opinions heard. This has resulted in a system that encourages active participation from the patient group and as a result, our membership is positive. Please return this completed report template to no later than 31 st March No payments will be made to a practice under the terms of this DES if the report is not submitted by 31 st March Page 8

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