Annex D: Standard Reporting Template

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1 Annex D: Standard Reporting Template Practice Name: DONNEYBROOK MEDICAL CENTRE Practice Code: P89016 NHS Greater Manchester 2014/15 Patient Participation Enhanced Service Reporting Template Signed on behalf of practice: Lynne Wilkinson Date: 25/3/15 Signed on behalf of PPG: Eric Evanson Date: 23/3/15 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 Number of members of PPG: 7 Detail the gender mix of practice population and PPG: % Male Female Practice PRG 2 5 Detail of age mix of practice population and PPG: % < > 75 Practice PRG 1 2 4

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 Practice PRG 5 1 Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice PRG 1 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: This is a relatively new group and who are working with the Practice Manager & Practice Nurse to encourage representation from the local Bangladeshi community and also younger patients. We have advertised the group on a dedicated practice waiting room notice board. The Chair has met the local Healthwatch representative, with the Practice Manager, for ideas on how to improve engagement. In the coming year, we will work towards developing a virtual group, to run alongside the existing group who meet at the practice on a monthly basis. We will do this by leafleting and talking to waiting patients at the surgery.

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 have a significant proportion of Bangladeshi patients registered with us. We currently only have one PPG member from this group. We have displayed a poster in the waiting room and, with the help of Healthwatch, have sought engagement via Hyde Community Action Bangladeshi Womens Group. We met with Healthwatch at the practice on 20/1/15 to discuss how to improve engagement. To date, there has been no response, but we will continue to seek engagement. We believe that a virtual group, without the requirement to meet in person at regular meetings, would be more attractive to a younger population. We have agreed that in the coming year we will seek to recruit members to a virtual PRG by speaking to waiting patients and securing their consent to be part of our ing list for the purpose of providing feedback and participating in surveys etc. 2. Review of patient feedback Outline the sources of feedback that were reviewed during the year: Verbal feedback from group members. Friends & Family test comments from patients. Patient Complaints and suggestions.

4 How frequently were these reviewed with the PRG? Key points/trends discussed at regular meetings during the year. End of year meeting to include review of all (anonymised) complaints and comments from FFT

5 3. Action plan priority areas and implementation Priority area 1 Description of priority area: To engage with, and provide support for, diabetic patients registered with the practice and more widely in Tameside. What actions were taken to address the priority? 1. Diabetic Action Evening November 2014 Open to all diabetics and their families with support from Diabetes UK and other local community groups. Held at Audenshaw Masonic Hall. Co-ordinated by PPG and Practice Nurse. 2. Clinicians and staff seeking expressions of interest from diabetic patients to participate in Diabetic Peer Support Group / Buddy Scheme for newly diagnosed diabetics. Conversations will take place on a face to face basis when the patient visits the surgery and it is proposed to send a mailshot to all registered diabetics to speed up the process. 3. Invitations sent to whole Diabetic register for enrolment on local Self Management courses. Result of actions and impact on patients and carers (including how publicised): 1. Extremely well attended and very positive feedback from patients. See website and CCG Bulletin 19/12/14 2. This work is continuing. Currently, we have 3 expressions of interest from experienced diabetic patients. 3. Demand following this mailshot was very high. All places on local courses filled and waiting list has been established by Self Management UK.

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7 Priority area 2 Description of priority area: Improved access to pre-bookable appointments for those patients who do not want to attend open surgery. This was raised by PPG members and is a regular theme in complaints and Family & Friends Test feedback. We currently have pre-bookable appointments during early morning clinics, but some are requested later in the afternoon. Also, the majority of our appointments are offered during open surgeries or as book on the day appointments. There is significant patient demand to adjust the balance between immediate and pre-bookable appointments. What actions were taken to address the priority? 1. Discussion with PPG about their experience of booking appointments and sharing feedback from FFT. 2. Agreement that later pre-bookable afternoon appointments are demanded to meet needs of working patients, and those in full time education, in particular. 3. Agreement with GPs to adjust their rotas to replace a book on the day clinic ending at 4pm with a prebookable clinic 4.30pm 5.30pm Monday Thursday. Each GP will be available for a clinic at least one day every week. 4. Increased marketing of online appointment booking to make it more convenient for patients to book and to reduce the number of incoming phone calls, which delay patient booking and cause frustration. (Discussed at Practice Meetings Jan, Feb & Mar 2015) Result of actions and impact on patients and carers (including how publicised): Implementation 7/4/15. We will monitor the impact using feedback from FFT, complaints, suggestions and staff. Announced via waiting room notices and website.

8 Priority area 3 Description of priority area: Improvements required to layout of waiting room and patient toilet area. Waiting room described as cold and unwelcoming. Reception desk is too high and unpopular with both patients and receptionists. Not DDA compliant. What actions were taken to address the priority? In January 2015, the Practice submitted a PID to NHS England for structural improvements, including refitting of toilets, improved lighting and seating, and redesigned reception desk to meet DDA requirements. Design suggestions invited from staff and patients. Meanwhile, notice board content and presentation reviewed and adjusted with the PPG, with specific consideration given to displaying local community support information. PID approved 19/3/15 and work to start immediately. Result of actions and impact on patients and carers (including how publicised): Building work will start immediately. Impact on patients and carers will be assessed through feedback from FFT, comments, complaints, suggestions and staff conversations with patients.

9 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): 1. Extension of opening hours from 8am to 7am on Mondays This continues, and is popular with working patients who can be seen in open surgery before they go to work. Will continue. 2. Open surgeries on Monday & Friday mornings We now see this as a key element of our provision, which is popular with all patients, and very busy. Will continue. 3. Increase number of pre-bookable appointments to reflect demand Our provision continues to favour urgent/ on the day appointments. The additional pre-bookable appointments provided initially, were offered in the early morning and, recently, we have adjusted this to provide them throughout the morning and afternoon, to suit a wider range of patient. Feedback suggests that our balance of appointment type is still not right, and we have agreed to offer more pre-bookable appointments during the later afternoon as a result of demand. (To be introduced 7/4/15) 4. Provide additional staff to answer the phone at peak times We continue to have 3 staff answering the phones during busy times, which is all we can provide, but it has not had any impact on negative feedback from patients who still report difficulties in getting through on the phone. As part of a continuous improvement programme, assisted by Dr Joanna Bircher, we are currently working to reduce the number of incoming calls to make it easier for patients who need to ring for an appointment to get through. This programme includes: Increased marketing of online appointment booking Reducing the number of letters sent out requesting the patient calls back to make an appointment, perhaps suggesting an appointment time or offering the open surgeries instead. Staff will ring patients with information, rather than write requesting the patient to call back Improving use of other means of communication e.g. SMS/ to impart test results, rather than asking patient to ring in for result. More information on website about services, appointment system etc.

10 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: 13/3/15 How has the practice engaged with the PPG: The Reception Manager, and the recently appointed Practice Manager attend all our meetings and share information regarding practice services and developments. We have a good relationship with the Practice Nurse who has involved us in projects to promote good diabetic care and increasing awareness about accessing patient records online. We have been offered, and use, and dedicated notice board in the waiting room. How has the practice made efforts to engage with seldom heard groups in the practice population? The Practice Manager invited the PPG Chair to a meeting with the local Healthwatch representatives & Community Voluntary Action Group to discuss how to improve the practice s patient experience feedback. Specifically we asked for help with engagement with the local Bangladeshi community since they were already working with the local Bangladeshi Women s Group. This work is continuing. Has the practice received patient and carer feedback from a variety of sources? The Practice has shared feedback with us from the Family & Friends Test, which has been received at the practice and over the website, and feedback from previous patient surveys. Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes all the areas were discussed at our meetings with the reception Manager and the Practice Manager. How has the service offered to patients and carers improved as a result of the implementation of the action plan? We were particularly delighted with the response to the Diabetic evening and the unprecedented response to the offer of Self Management courses to the registered diabetics. We believe this, and the development of the Peer Support groups will improve patient understanding of this condition and improve quality of life.

11 The creation of more pre-bookable appointments in the afternoons has been as a direct result of patient feedback and comments from the group and we believe it will improve access for those patients who work, are in fulltime education or have caring responsibilities which means they cannot get to the surgery during the day or in the early morning. Improvements to the patient seating area and the reception desk will make a huge difference to patient comfort, and privacy and access to the receptionists. Do you have any other comments about the PPG or practice in relation to this area of work? We feel the practice listens to our views and is keen to work with us to improve services.

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