Annex C Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template

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1 Practice Name: Practice Code: Arden, Herefordshire and Worcestershire Area Team Patient Participation Enhanced Service 2014/15 Reporting Template Grey Gable Surgery Y03602 Signed on behalf of practice: Date: 17/3/15 Signed on behalf of PPG: Date: 17/3/15 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, , Telephone Number of members of PPG: 8 Detail the gender mix of practice population and PPG: % Male Female Practice 49.7% 50.3% PPG 50% 50% Detail of age mix of practice population and PPG: % < > 75 Practice 16% 7% 9% 12% 18% 16% 13% 9% PPG % % 50% 25% 1

2 Detail the ethnic background of your practice population and PPG: White British Irish Gypsy or Irish traveller Practice >99% PPG 100% Other white White &black Caribbean Mixed/ multiple ethnic groups White &black White African &Asian Other mixed Practice PPG Asian/Asian British Black/African/Caribbean/Black British Other African Caribbean Other Arab Black Indian Pakistani Bangladeshi Chinese Other Asian Any other 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: The PPG is representative in both gender and ethnic background. It is however less representative of age. The steps taken to address this are: Information regarding joining the PPG is displayed on our website and in the waiting room. Notices are now displayed at the local primary school and playgroup in an attempt to reach those with young families. At various points over the last year, the current PPG members have spoken with neighbours and friends in an attempt to recruit more working and young members. 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? NO 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: Patient Satisfaction Survey, Friends & Family Test, Complaints/compliments/comments, NHS Choices, National Patient Survey. How frequently were these reviewed with the PRG? Complaints/compliments/comments and NHS Choices reviewed at each meeting (bi monthly). Friends & Family Test on agenda for upcoming meetings. Patients Satisfaction Survey and National Patient Survey annually reviewed. 3

4 3. Action plan priority areas and implementation Priority area 1 Description of priority area: DNAs What actions were taken to address the priority? Text reminder service implemented. Notice sticker applied to appointment cards outlining required notice of cancellation. DNA patients telephoned in the first instance. Persistent DNA patients written to (letter tailored to specific situation). Audits of DNAs undertaken monthly and displayed. Result of actions and impact on patients and carers (including how publicised): We have received positive feedback regarding the usefulness of the text reminder service. Number of DNAs over the previous month is displayed in waiting area. 4

5 Priority area 2 Description of priority area: Patient confidentiality at reception desk. What actions were taken to address the priority? Licence acquired for radio to be broadcast. Speakers are directed to mask conversations. Staff re-trained in telephone procedure, i.e. not to repeat back PID when there is a possibility of being overheard. Room available for private conversation more widely advertised in reception. Barrier and please wait to be called forward sign erected. Chairs rearranged to be further away from reception. Result of actions and impact on patients and carers (including how publicised): Conversations are now masked. Anecdotal positive feedback regarding new arrangements. Patient Survey result showed that a significant number of patients are still not aware that there is a private room available. 5

6 Priority area 3 Description of priority area: Provision of refreshments in waiting area. What actions were taken to address the priority? New disposable cups and filtered water now available. Result of actions and impact on patients and carers (including how publicised): Patients provided with water more quickly and they can also help themselves where they wish to do so. Provisions are easily viewed and accessed from the waiting area. 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): The PPG report included a 6 point action plan summarized as follows: 1. Take ownership of the website to allow more regular updating. Progress: We now have direct access to edit the website in house. 2. Confidentiality at reception was seen to be a concern in the results of the patient satisfaction survey. Sound boards were installed in Progress: Further measures taken in as detailed in Priority Area 2 above. 3. Monitoring of open access surgery numbers to take place. Progress: This is now a monthly task and shows that, while there was a substantial drop in use during August 2014, the service is very well used on average. 4. Design new survey for December 2014 to include questions relating to GPs & Dispensary. Progress: New survey was devised with the help of a PPG member with much experience in this field. 5. Share the result of the survey with practice team to make all staff aware of patients opinions. Progress: Survey results were discussed at a staff meeting. Particular issues addressed were confidentiality at reception and gaining attention at the dispensary. 6. Publish report on website. Progress: This was published in March

8 4. PPG Sign Off Report signed off by PPG: YES Date of sign off: 17/3/15 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? As covered in page 2 of this report. Has the practice received patient and carer feedback from a variety of sources? Yes Was the PPG involved in the agreement of priority areas and the resulting action plan? Yes How has the service offered to patients and carers improved as a result of the implementation of the action plan? A marked improvement has been seen in all the areas outlined in this report. Do you have any other comments about the PPG or practice in relation to this area of work? No comments. 8