Annex D: Standard Reporting Template

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1 Annex D: Standard Reporting Template [Name] Area Team 2014/15 Patient Participation Enhanced Service Reporting Template Practice Name: St Mary s Road Surgery, Practice Code: Signed on behalf of practice: Date: Signed on behalf of PPG: Date: Prerequisite of Enhanced Service Develop/Maintain a Patient Participation Group (PPG) Does the Practice have a PPG? YES / NO Method of engagement with PPG: Face to face, , Other (please specify) A PPG notice board displayed in the practice waiting rooms. Four evening meetings held each year (now scheduled to be bi-monthly) plus additional meetings as necessary and AGM. Minutes from each meeting added to the practice website. contact with PPG members as necessary for example, for preparation for public meeting regarding new surgery, for collaboration with newsletter. Number of members of PPG:10

2 Detail the gender mix of practice population and PPG: % Male Female Practice PRG Detail of age mix of practice population and PPG: % < > 75 Practice PRG 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 Asian/Asian British Black/African/Caribbean/Black British Other Indian Pakistani Bangladeshi Chinese Other Asian African Caribbean Other Black Arab Any other Practice PRG 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: Surgery ethnicity data is not complete but provides an indication. However, it appears skewed more towards non white British as historically this has been the major group and more recently ethnicity data has been only collected for new patients. The small number of other white seems slightly strange as it is thought that there would be more European patients. The patients allocate themselves so it may be that they put "British" as they are now living in Britain? Historically meetings were without an agenda and brief notes produced. A constitution prepared much earlier was not formalised. In October 2013 a reformation of the PPG began and after lengthy debate about what the PPG could/should do and how it should operate, a new Constitution and Terms of Reference was developed and signed off in June Current members of the group were recruited from existing members, through recommendation from other groups and by word of mouth.

3 The gender distribution is about half male and female. The group has been concerned about the lack of younger members and those from ethnic minorities. In order to try and address the age element the 16 year old daughter of a group member has attended one meeting, is kept informed by , and is now involved in reviewing and providing comment on agenda items where relevant. Other group members also have young family members and there is thus recognition more widely of their views and NHS experiences. Additionally, within the group there is representation on the Patient Panel (an area wide PPG forum) and Healthwatch and within these groups there is a broader gender, age and ethnic diversity. There is a join our Patient Group link on the website to information and applications details. It is of note that at a recent meeting, there was discussion about requesting members of un represented communities to attend a PPG meeting to speak about a topic in the hope that this might encourage a wider participation. There has also been discussion about developing a virtual group but difficulties with a lack of IT expertise have meant that this is on hold. We currently experience challenges and are currently working towards the PPG being efficient, effective, innovative and representative when the new Surgery is opened, hopefully in June 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/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: Complaints handled through the Practice Manager Complaints and comments received through PPG members Comments received via our website Comments box in the Waiting Room regularly reviewed NHS Choice comments National GP access survey findings (IPSO Mori) received during the last year Observations from PPG members

4 How frequently were these reviewed with the PRG? Complaints and comments reported at next meeting when directly received through PPG members, eg transport concerns regarding proposed new surgery, telephone appointments. Observations from PPG members at next meetings, eg regarding receptionist reporting of results Review undertaken following survey and posted on web as a minimum; more frequently if felt appropriate 3. Action plan priority areas and implementation. Priority area Description of priority area: What actions were taken to address the priority? Result of actions and impact on patients and carers (including how publicised): Engaging patients to take more responsibility for their health be more involved in their health management and better informed as consultations have become more complex with an increasingly elderly population who frequently have multiple long term conditions. Improve communication for patients with the PPG and provide information and how to become involved To engage patients in supporting the setting up of a relocated Practice and obtain planning permission. This has been a major exercise and is ongoing. The PPG has been fully involved. Website development Newsletter with items on wide aspects of health including Flu jabs, Alcohol, NHS App, Shingles, Talking Therapies, Appointments, Care Plans. The introduction of care plans with longer appointments PPG designated noticeboard in surgery entrance with PPG members, how to contact, etc PPG Newsletter to inform patients of the PPG and provide details of how to join Public meeting where PPG and GP representatives met with patients to explain the layout and proposed additional services that the proposed new surgery would offer and discuss issues and concerns. Meeting included a mounted display of detailed Better patient engagement Moving forward there will be an emphasis on seeing the right healthcare professional & empowering the patients, ie teaching them about self management. Although the noticeboard has only been up for a short time it has already been received well with patients and positive comments have been made to doctors The Newsletter has been received well and positive comments received Eventual planning permission granted There is quite some anxiety amongst some of the patient population, especially those who are elderly and live very near the current Practice. The provision of information, on the website,

5 drawings of the new surgery, a table top display of public transport options for patients travelling to the new premises. Questions were gathered and answered either at the meeting or later Launching Name the new Surgery with voucher prize Articles in local paper to explain reasons for relocation and address concerns Representation at Council Planning meetings to explain proposal Online information provided for patients Plans displayed in surgery waiting area in the local paper, in the Newsletter keeps patients informed and helps to reduce this stress. Travel worries have been taken on board and the Practice and the PPG has worked together to review the possibility of providing transport for those with mobility difficulties in conjunction with Age UK 4. 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): Previous issues The time it takes for receptionists to answer the phone, felt that a queuing system and an accompanying message could be installed onto the system Time it takes to obtain an appointment could be reduced suggestions are a. Reception staff to call patients the previous day to remind them that they have an appointment To indicate how long patients felt they should wait to be seen, include in future questionnaire. Waiting time to see a Dr or Nurse once patient has checked in could be reduced, this is a difficult one but perhaps double appointments could be given where patients are going to need more time feeling was this could mean less appointment to give out but patients who are waiting their time in the surgery would be reduced outline progress made on issues raised in the previous year(s): A revision of the phone answering was discussed and a call centre type menu added so that, for example, by selecting an option a patient can speak directly to the secretary Additional appointments have been introduced The development and preparatory work for the new surgery has somewhat taken overtaken this and consideration of the inclusion of a text patient reminder will take place once the new development is in place. This is a difficult one as however lovely as it would be to have 30 minute appointments there simply isn't enough doctor time for that and there are people who feel they would like 30mins to talk about a relatively minor complaint Patients can now request a double appointment and additional appointments have been introduced

6 5. PPG Sign Off Report signed off by PPG: YES/NO Date of sign off: How has the practice engaged with the PPG: The Practice has ensured that the Sr Partner has attended all PPG meetings along with other GPs as available. In depth information has been provided and frank discussions taken place as ways to address issues raised with consideration given to possible changes and developments. How has the practice made efforts to engage with seldom heard groups in the practice population? Previous sections of this report have outlined the efforts taken by the practice to diversify membership of the PPG. The group is open to anyone who wants to join and anyone who asks questions or shows interest is encouraged to do so. The PPG has begun seeking ways to increase the profile encourage more patients to become involved as members. There is a commitment from both the practice and the PPG to increase patient involvement as it is thought necessary so that Practice services are understood with patients taking an increasing responsibility for their own health. It appears that a greater understanding of the local challenges can be important in influencing how services are used. We currently experience challenges and are currently working towards the PPG being efficient, effective, innovative and representative when the new Surgery is opened, hopefully in June Has the practice received patient and carer feedback from a variety of sources? Practice website NHS Choices website complaints and compliments forms PPG meetings Practice questionnaire

7 Was the PPG involved in the agreement of priority areas and the resulting action plan? There have been great efforts into managing all aspects of the relocation of the surgery made more challenging because the surgery is also relocating to a location shared with another practice. This on-going development has been a close collaboration of the Practice and the PPG and the major shared priority of the Practice. How has the service offered to patients and carers improved as a result of the implementation of the action plan? Patients are more informed and therefore are more at ease with the major move of premises Do you have any other comments about the PPG or practice in relation to this area of work? There remains work to be done for the Practice to recognise the potential support that closer working and can achieve although the re-launch of the PPG has led to a closer working relationship. The PPG is making concerted efforts to demonstrate the value of patient feedback and comment in a constructive way. Ethnic and age representation remain an issue for the PPG and is our future challenge and it is hoped that the Practice may be able to support this development through mention to patients within the minority groups.

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